Poor Quality People = Poor Quality Performance

Today being the day that we move our clocks up one hour it would seem apropos to highlight this post from Seth Godin.  The story is about a store where customers were given gift cards if they weren't served in a specified time.  The store had a timer displayed but it was rigged to stop just before the target time ran out.  Therefore, it was impossible (using the store's measurement device) for the store to miss their objective.  To make matters even more laughable, there was a sign on the door highlighting the impressive results of the service team against this goal.

The fact they "scammed" the system by tinkering with the clock is bad enough but patting themselves on the back for top-notch performance demonstrates a real lack of personal integrity.

Those of us who put programs in place to influence behavior should take this story to heart - no program can overcome poor quality people.  And just as important - any initiative can be manipulated.