Past Challenges

A team wants fewer support tickets. The manager suggests hiring more agents. Another teammate says the real issue may be that customers are confused before they ever contact support.

A team wants fewer support tickets. The manager suggests hiring more agents. Another teammate says the real issue may be that customers are confused before they ever contact support.

A manager starts rewarding a team only for the number of tasks completed each day. Productivity rises immediately.

A startup rewards its team only for shipping as many features as possible each week. Output rises immediately.

A founder says, 'Users love our product, so now we just need to scale marketing.'

Someone says, 'My uncle smoked every day and lived to 92, so the dangers of smoking must be exaggerated.'

A help desk keeps missing response targets. Management adds reminder emails, then stricter reminders, then daily warning messages. Performance improves briefly, then slips again.