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你在会议中检讨各部门表现,并且以严密的指标来追踪考核,但小心,别用错了指标。如果指标不具代表性,或使用不得当的信息,都可能误导公司策略,导致成本增高、利润降低,成为市场的输家。美国大陆航空公司就是个例子。为了降低成本,该公司曾经鼓励机师节省燃料油。结果,机师因此少开空调、降低飞行速度,导致飞机误点,反而把公司的商务顾客赶到竞争对手的怀抱里。企管作家席斯克最近撰文指出,很多公司因为使用锚误的衡量指标,而让公司方向走偏了。例如,北美一家无线电话公司以顾客
You review the performance of each department during the meeting, and follow the assessment with strict indicators, but be careful not to misuse the indicators. If the indicators are not representative or use inappropriate information, they may mislead the company’s strategy, resulting in higher costs and lower profits, and become the losers in the market. Continental Airlines is an example. In order to reduce costs, the company has encouraged pilots to save fuel oil. As a result, the pilots therefore opened up less air-conditioning and reduced the speed of flight, which led to the delay of the plane. Instead, they drove the company’s business customers to the arms of their competitors. Shi Keke, an enterprise management writer, recently pointed out that many companies have misled the company because of the use of anchoring measures. For example, a wireless phone company in North America serves customers