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Management & Leadership vocabulary · Performance Management

Metric gaming

Meaning in management & leadership, with examples

nounAdvanced term

In management & leadership, metric gaming means: Changing behaviour to improve a measured score without a corresponding improvement in the underlying goal.

In Turkish: göstergeyi amacından saptırarak iyileştirme

How it is used

Use critically when a measure becomes easier to satisfy than the real purpose it was meant to represent.

Example sentences

  1. Metric gaming occurred when agents closed unresolved cases to improve the completion rate.

    The recorded score improves while the service outcome does not.

  2. The review looked for metric gaming after reported response times fell but customer complaints increased.

    Conflicting measures prompt examination of how the favourable score was produced.

Common collocations

  • detect metric gaming
  • prevent metric gaming
  • KPIShort for key performance indicator: a number that shows how well a person, team or company is doing against an important goal, such as monthly sales or customer satisfaction.
  • incentiveSomething, such as a bonus, a commission or an extra day off, that is offered to encourage people to work harder or to behave in a particular way.

More terms: Performance Management

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