Building inspectors are scored only on inspections completed per day, while the city's published measure is defect-free certificates. How should senior HR redesign the goal mix?
Select an answer to reveal the explanation.
Short Explanation
Pay people to rush the clipboard and they will rush the clipboard. The city is keeping score on clean certificates, not how fast a truck left the curb. Mix quality into the individual goals or speed will keep manufacturing the wrong kind of busy.
Full Explanation
Misaligned incentives produce the performance the organization actually rewards. When inspectors are scored only on daily volume, speed crowds out the city's defect-free certificate measure. Senior HR should redesign the individual goal mix so quality and outcome accuracy carry real weight alongside throughput. Raising quotas, dropping measures, or paying for every certificate regardless of defects would intensify the misalignment.