We have two holy grails in this industry, ROI and Productivity.
ROI and Productivity (ROIP) are great for talking about manufacturing widgets. They are even great for talking about call centers. But value creation? Leadership? Relationship management? Innovation?
Would you use such metrics for an acquisition? How about a hire of a key corporate officer? Would you make a career switch to improve your personal ROI or productivity? Would you use ROIP to make the case to develop a web portal for your enterprise? How about ROIP for picking out what to have for lunch?
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With these as goals, we are rushing headlong into the 1950's. I distrust generic metrics anyway. But these seem to especially trap us in the wrong decade.
