We measure everything at work except what counts. Numbers are comforting - income, expenditure, productivity, engagement, staff turnover - and create an illusion of control. But when we're confronted by spectacular success or failure, everyone from the CEO to the janitor points in the same direction: the culture. Beyond measure and sometimes apparently beyond comprehension, culture has become the secret sauce of organizational life: the thing that makes the difference but for which no one has the recipe.
- From Beyond Measure: The Big Impact of Small Changes by Margaret Heffernan