CPM INSIGHT: When Bad Things Happen to Good Strategies

Companies often start with a good strategy only to have the measure drive the wrong results. Once companies see that their objectives have both a positive and negative effect, such as faster response times at a call center but lower customer satisfaction, they will need to reevaluate their strategic objectives.

Does Your Balanced Scorecard Program Drive the Right Behaviors or Unintended Consequences? | Source: The Big Fat Finance Blog.