What Gets Measured Gets Done

Tom Peters · 28 Apr 1986

Tom Peters did not write this page.

Every claim below was made in this piece, quoted word for word and numbered in the order the piece makes them, so you can read it there rather than take our word for it. The sentence above each quote is our reading of the claim, not their wording. Each quote was checked against a stored copy of the page at build time; where the two differ, the quote is the fact.

Our reading
Regular, quantitative measurement of customer satisfaction provides a better lead indicator of future organizational health than profitability or market share change.

Their wordsIn the customer arena, we believe that regular, quantitative measurement of customer satisfaction provides a much better lead indicator of future organizational health than does profitability or market share change.
Our reading
Companies should join in partnership, rather than in adversarial relationships, with suppliers and customers.

Their wordsTo enhance competitiveness, companies should join in partnership, rather than in adversarial relationships, with suppliers and customers.
Our reading
Minor irritants are major detriments to enhanced performance.

Their wordsMinor irritants are major detriments to enhanced performance.

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