Hopefully this is the learning stage for how to handle detailed metrics. It feels like customer satisfaction and worker satisfaction are isolated from these metrics, so the picture they produce guides managers to focus on a gamut of minute gains that are mostly uncontrollable or unrealistic rather than produce long term sustainable practices. They also seem untethered from human psychology.<p>Slight tangent from the article but related: when someone starts parroting <i>fiduciary duty</i> you know that business is in for the short haul. You can&#x27;t have a sustainable business if you don&#x27;t complete the job wholly and professionally, nor have workers who respect the organization they work for. Like squeezing a stress ball, the bulk of the fluid will move from where your grip is tight to where it is not. Grip it tight from all sides and it&#x27;ll eventually burst. Be firm but fair and always use the Golden Rule.