Shifting Focus: From Outputs to Outcomes

This chapter explores the transition from traditional performance measures to a more customer-oriented, outcome-focused approach, particularly through the lens of OKRs and evidence-based management. It emphasizes the importance of refining metrics to better align with customer needs while fostering a culture of genuine learning and adaptation within teams. By advocating for a clear distinction between improvement-oriented and evaluation-related metrics, the chapter encourages organizations to enhance client satisfaction through meaningful performance indicators.