Completed on Paper, Broken in Practice: How Internal KPIs Create the Illusion of Operational Success
An operations team can meet every internal performance target and still be actively degrading enterprise outcomes—if those targets are designed to measure local completion rather than downstream impact. Across manufacturing, logistics, and customer-facing functions, siloed accountability structures routinely reward departments for passing problems forward rather than solving them. This article examines how organizations can redesign their performance frameworks to capture what actually matters: