Tom Critchlow

Amazon argues that it’s not enough to know your output metrics. In fact, they go even further, and say that you shouldn’t pay much attention to your output metrics; you should pay attention to the controllable input metrics that you know will affect those output metrics. It is a very different thing when, say, your customer support team knows that... See more

What do you do if you feel caught between the gaps?Find the overlaps.

McKinsey isn't in the job of getting things right. They're in the job of getting things to be coherent. And to be coherent is to have a worldview that an idea and a proposed course of action align with.