Conceptual simplicity meets organizational complexity: case study of a corporate metrics program

A corporate-wide metrics program faces enormous and poorly understood challenges as its implementation spreads out from the centralized planning body across many organizational boundaries into the sites where the data collection actually occurs. This paper presents a case study of the implementation of one corporate-wide program, focusing particularly on the unexpected difficulties of collecting a small number of straightforward metrics. Several mechanisms causing these difficulties are identified, including attenuated communication across organizational boundaries, inertia created by existing data collection systems, and the perceptions, expectations, and fears about how the data will be used. We describe how these factors influence the interpretation of the definitions of the measurements and influence the degree of conformance that is actually achieved. We conclude with lessons learned about both content and mechanisms to help in navigating the tricky waters of organizational dynamics in implementing a company-wide program.