"Well, no wonder our customers are leaving us!" said George Levy, CEO of Baldwin Sports. "For the past year, our control system has measured and reported the days between order receipt and order shipped, rather than the days between order receipt and date requested by our customers. What we are measuring may make us look and feel good, but we are measuring the wrong thing!" Baldwin Sports is committing the "deadly sin" of performance measurement known as
A) vanity.
B) pettiness.
C) provincialism.
D) inanity.
E) narcissism.

Question

Quizplus · Accepted Answer

Vanity metrics make a company look good to others but do not help in understanding performance in a way that informs future strategies or actions. George Levy's statement indicates that Baldwin Sports is focusing on metrics that make them feel good about their performance (days between order receipt and order shipped) rather than metrics that truly matter to their customers (days between order receipt and date requested by customers), which is a classic example of vanity in performance measurement.

"Well, No Wonder Our Customers Are Leaving Us!" Said George