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.

I don’t know the industry you work in. But what I do know is that your industry needs your voice. More people than those in the room with you each day deserve to see your take on things that matter. Especially if you find yourself complaining the “thought leaders” are the same tired faces getting all of the notice.

End users don’t ask for a dashboard because they really use them. They ask for them out of the need for a safety blanket that gives them the (incorrect) belief they will know everything they need to about their business. The noise of a dashboard can be comforting, but it can cause issues when it’s not truly needed (ask doctors about iatrogenic... See more