Organizations measure almost everything: revenues, costs, productivity, customer satisfaction and employee engagement. Hospitals measure clinical outcomes; universities measure academic performance; public institutions measure expenditure and efficiency.
These indicators matter. No organization survives for long without producing results. But are results sufficient to define success?
A company can increase its profits while creating anxiety among the people who work there. A hospital can achieve excellent clinical outcomes while leaving patients feeling unseen. A university can prepare students to pass examinations without helping them discover their talents. A public institution can digitalize a service while making it harder for citizens to understand.
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