[irq]: techie interrupted

In case you don’t know the law, the controlling element of a system needs to have as much variability as the input and outputs of what is being controlled in order to be effective.

Given organisations are complex systems, you can either solve this by a management layer which is able to cope with complexity or you can simplify the inputs and outputs to a point where the management layer can cope. What generally tends to happen is companies do the latter with KPIs and other tools.

This in effect creates an illusion that the complex system is represented by a very simple dashboard and hence is more manageable where in reality the complex system is still complex and the management layer is choosing to ignore this.