Carly Newhouse — 'The fix isn't willpower; it's structure' (metrics that fight each other, from Southwest's four KPIs)

Carly Newhouse — leadership coach and writer — picks up the Southwest four-KPI example from Incorruptible (lowest cost, highest employee satisfaction, highest customer satisfaction, highest profits) and applies it to her own household: her default is Ben & Jerry's for every meal, checked by the stronger competing goal of raising kids around healthy habits. Frames Ries's design principle as the structural fix for CYA-driven vanity metrics.

“When you (believe) your butt is on the line, it's enticing, nay near irresistible to choose vanity metrics you can hit over the ones that would actually tell the truth. Looking successful and CYA'ing is most people's default setting. That's why the fix isn't willpower; it's structure.” — Carly Newhouse on LinkedIn