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

I'm convinced that because Joy knew every part of our business as well or better than almost anyone running them, she was one of those rare CFO's that can play offense in addition to defense. Almost every other CFO I've met hews close to the stereotype; always reigning in spending, urging more fiscal conservatism, casting a skeptical eye on any... See more

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

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.