Arjun’s job ceased to be about making things better. It became about feeding the beast. He hired three interns just to track 3.2.5.9 (the "cross-departmental jargon propagation velocity"). He built a spreadsheet that crashed the company’s mainframe. He stopped sleeping.
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Why would an organization seek access to 17,000 KPIs? The value proposition is threefold: Arjun’s job ceased to be about making things better
For organizations unsure of how to measure a new initiative, the library acts as a "menu." If a company is launching a Customer Experience (CX) department, the library provides standard industry metrics (e.g., Net Promoter Score , Customer Effort Score ) allowing for rapid setup. He built a spreadsheet that crashed the company’s
