Originally Posted by
bocastephen
It's pretty scary when the leader of a service business relies 100% on metrics and claims a specific threshold is "good enough" and there is no incentive to do better - on just that point alone, it seems Mr Smisek does not possess the correct leadership qualities or vision to be running a service business.
No KPI target is ever 100%; that's wishful thinking and ignoring reality. That said, I think 80% OT is a bit too low of a target for OT%. Furthermore, you don't go around telling people that your OT KPI target is 80%. *That* is bad management of a service industry. That sort of talk should stay upstairs.