Is your Service Desk suffering from the Watermelon Effect? š Green on the outside, completely red on the inside.
rigid metrics like "Time to Resolution" are weapons
Is your Service Desk suffering from the Watermelon Effect? š
Green on the outside, completely red on the inside.
When you use rigid metrics like "Time to Resolution" as a weapon to judge your engineers, you change the psychology of your team. You are no longer incentivising them to solve the customer's problem. You are incentivising them to survive their next management review.
The metric becomes the goal. The customer simply becomes an obstacle in the way of achieving it. An engineer rushes a ticket to keep the dashboard green, the customer receives zero true value, and the relationship bleeds.
In my upcoming book, Changing the Game, I break down exactly how to disarm your dashboards. We look at how to stop using KPIs as weapons, and start using them as supportive diagnostics to find out where your environment is failing your team.
Releasing July 1st.
š Pre-order the Kindle edition today: https://www.amazon.co.uk/dp/B0H66WFJXC
š Join the conversation: https://www.thesquishybit.co.uk
Chris Malyon
Chris writes about engineering capacity, leadership, and what it actually takes to build high-trust IT teams. He's the author of Changing the Game and speaks regularly on enterprise IT transformation.
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