In response to the recent Wells Fargo fiasco, Lou Gerstner, former CEO of IBM, says that setting corporate values is not enough to guide good behavior and decision-making. You need to also measure the behavior you’re looking for.
People don’t do what you expect (such as listen to the customer, respect diversity, develop employees), but what you inspect (like quarterly sales growth, stock price). If you expect customer-focused behavior, you need to inspect it using a customer-focused metric. Read more of Mr. Gerstner’s thoughts here.
Is there alignment between what you EXPECT and what you’re INSPECTING??
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