Keep Score to Win in Business
Get a group of businessmen together and the discussion invariably turns to sports. It doesn’t matter what season it is-baseball, basketball, football, hockey, soccer, etc.-someone can invariably rattle off statistics about every player and every game. While many of these businessmen (and women) can tell you the stats of their favorite team, few can recite important statistics about their own company.
Runs, Hits and Errors
To run a business effectively, you have to keep score. Most companies know who their top salespeople are, but few understand what makes them the best. What are the equivalent of runs, hits and errors? Is the business measuring not just EBITDA, but also:
- Marketing effectiveness (cost per new customer, lost revenue due to marketing mistakes)
- Sales effectiveness (average sale, repeat sales, etc.)
- Purchasing errors (incorrect quantities or items)
- Order errors (incorrect quantities or items)
- Invoicing errors (incorrect quantities, items, taxes, etc.)
- Payment errors (misapplied payments)
- Missed commitments (late deliveries)
- Credits and adjustments for errors
- Delays and defects (errors) cost a typical business $25 to $40 out of every $100 spent. Find and fix those mistakes and the profit falls straight to the bottom line.
Invisible Measurements
Some businesses are so focused on home runs that they overlook other important metrics. In baseball, the Oakland A’s found that a walk is as good as a hit, Michael Lewis wrote in MoneyBall. By using existing and overlooked statistics like walks, the A’s were able to find and field excellent teams for a fraction of the cost of most franchises. They found that the gut feel of old-time scouts wasn’t nearly as useful as a handful of good statistics.
Invariably, the business owners and managers who have an encyclopedic knowledge of sports statistics often rely on their gut feel to make business decisions. Like old-time scouts, they’re missing an important source of information-existing measurements of success and error. Are there important statistics going unmeasured? Probably.
In football, everyone seems to love the last minute Hail Mary pass that wins the game. In the world of IT and software development, it was no different. The programmers who fiddled around most of the time and then worked heroic hours at the end to deliver an unfinished and buggy product garnered most of the attention. The programmers who worked steadily during normal working hours and delivered quality enhancements on time were often overlooked when it came time for bonuses.







