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Peter Campbell · Why does it take so long to mend an escalator? · LRB 7 March 2002
Models and monitored performance are essential management tools. They can give answers to questions like ‘Are we doing as well as our competitors?’ ‘As we did last year?’ ‘As we could?’ Profit, turnover, customer satisfaction and so on can be compared and targets set. When the calculations are used to define outcomes – and when these outcomes cannot be measured simply – the potential for argument and for the distortion of the system to meet the model’s requirements (which is what seems to have happened in the case of hospitals) is considerable.
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august 2018 by jcberk
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