Tag: Gaming the Numbers

TL;DR: A USPS clerk tapping the green smiley face on a customer feedback screen is a small but telling example of gaming the system....

TL;DR: Dolphins gaming rewards illustrate a core Lean lesson: behavior follows system design. In organizations, quotas and incentives combined with fear lead to gaming...

tl;dr: Wells Fargo didn't have a "bad apples" problem--it had a bad management system. Unrealistic sales quotas and fear-driven incentives made gaming the numbers...

Recent lessons from NICU innovation, primary care access, fan safety in baseball, and ongoing VA wait-time gaming This post is a collection of recent updates...

tl;dr: In many organizations, "accountability" is code for blame and punishment. Lean leadership redefines accountability as improving systems, clarifying expectations, and helping people succeed...

TL;DR: Long VA wait times weren't the result of "bad apples." They were the predictable outcome of bad management systems that used unrealistic targets,...

Today is Memorial Day, a U.S. holiday. It's a day to honor those who have given their lives in military service. Lately, the news has...

Regular readers of the blog will know that one of my favorite topics is "Gaming the Numbers" (or "Gaming the System"). As Brian Joiner so...

I've cited his book before (including this post with an example from The Office)...  Brian Joiner wrote, in his outstanding book Fourth Generation Management:...

It's time again for a regular feature I call "Stuff I'm Reading." I have too many browser tabs open and my Mac is bogging...

Preventable medical mistakes remain one of the most serious challenges in healthcare. From emergency departments to pathology labs, the same types of errors continue...

One of the most powerful thoughts in the book On the Mend: Revolutionizing Healthcare to Save Lives and Transform the Industry  (by John Toussaint...