The dip you fixed was going to fix itself

Most weekly numbers move for no reason at all, and the meeting that responds to them is quietly making the business harder to read.

By Steve 4 min read
Abstract bridge artwork for The dip you fixed was going to fix itself

A number falls. Conversion is down four points, or output per head slips, or complaints tick up. The weekly meeting notices, someone is asked to look into it, a change is made. The following week the number recovers. The change is credited, the lever goes into the permanent toolkit, and the business becomes slightly more confident that it understands itself. In a meaningful share of these cases, nothing was fixed. The number was always going to come back, because it never left. It moved within the range that the process…

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