Worksheet: Write down what each measure could make people do

Every measure changes what people do, and some changes are ones nobody wanted. This sheet asks the question before a measure goes on the scorecard, and pairs it with a measure that would catch the damage. It builds the Competent step of the check:

Before a measure goes on the scorecard, someone writes down what it could make people do, and the note is kept with the definition.

Step 1. Start with the one everyone complains about

Measure	What it could make people do	Seen already?	Measure that would catch it
e.g. Average call handling time	Cut calls short, so customers call back	Yes	Repeat calls within seven days
Revenue			e.g. Gross margin
Output			e.g. Rework or returns

Step 2. Add the note to the register

Add one column to the measure register: "What it could make people do". A measure without the note stays off the scorecard.

Step 3. Review the pairs together

Pair	On the same page of the pack?	Last reviewed

Done when: every measure on the scorecard has a written note of what it could make people do, kept with its definition.

Adapted from our own benefits-tracking training (PSP, 2013).