---

 [ ARCHIVE ](https://www.citywatchla.com/index.php?option=com_content&view=category&id=16)

#  Death by Metrics

June 02 2014

Written by Paul Hatfield.

<a class="a2a_button_facebook"></a><a class="a2a_button_twitter"></a><a class="a2a_button_email"></a><a class="a2a_button_print"></a>[](https://www.addtoany.com/share)

 [Comments](#disqus_thread)

***![](https://www.citywatchla.com/images/stories/June-2014/12045j.png)PERSPECTIVE***-Metrics are good. In the right hands.

A well-thought-out set of metrics helps manage performance and can be used to model future expectations.

But just as there must be effective controls in accounting for financial transactions, metrics require equal scrutiny.

Bad or poorly designed controls can bring down a company, as was the case with Enron. They leave the door open to fraud and abuse. Unethical minds can work around them, or even through them.

As we recently learned from the VA scandal, analysis based on metrics in an environment of weak controls can have catastrophic consequences.

There are two key factors that determine whether any metric system is effective:

Relevance

Evaluation

Choosing what to measure can be subject to any number of considerations, not all of them beneficial. For example, unscrupulous managers or officials may favor metrics that are likely to cast them in a good light. Some metrics may inadvertently lead decision-makers down the wrong path.

I recall a professor relating the case of a chandelier factory in the former Soviet Union. The central government planners in Moscow awarded bonuses based on production tonnage. The factory responded by making its chandeliers heavier and heavier. The weight finally reached a point where the product ripped away from ceilings, in some cases causing serious injuries, perhaps a few deaths.

The bonuses were paid, but a few managers probably made a career move to Siberia, with relocation expenses paid for by the government.

After selecting a metric, follow-up is needed to evaluate not only its effectiveness (no chandelier accidents), but the integrity of the data.

The VA was using a reasonable metric – wait time for patient appointments. However, whether it should have been a factor in determining bonuses, or even as a primary measure in evaluating performance is questionable. Furthermore, there was no process in place to assess the accuracy of the data.

Wait time is just one measure of performance. The quality of patient care depends on many other criteria, including outcomes from treatment. Were those considered in the bonus calculations?

Perhaps other meaningful criteria were considered, but for other departments. The tragedy may have been averted to some extent if performance metrics were integrated for the facility as a whole. After all, attainment of an isolated goal is no guarantee of mission success. It was a major achievement to land astronauts on the moon, but I doubt anyone would have been satisfied if they had failed to return.

Accumulating statistical data is a challenge for any organization. There is usually no double-entry (debits equal credits) system to catch entry errors. The independence of the data source is another challenge. If the units of measurement are accumulated internally, it is absolutely essential for auditors to test them for reasonableness.

Comparing results from one organization to another or against industry averages is always a good start. Performance anomalies will stick out, which should force the auditors and managers to drill deeper in the data accumulation process.

Sometimes, cross-checking one department’s performance against a seemingly unrelated area can reveal potential inconsistencies. Is the output consistent with the input? Take the chandelier company. If the units of production were fairly steady, but the raw material usage was increasing, alarms should have activated.

In the case of the VA, did anyone attempt to compare overall patient inquiries with the number of people on the waiting list? Did the call volumes to the Phoenix center correlate with the numbers on the waiting list?

The City of Los Angeles wants to implement performance-based budgeting. The approach is long overdue, but it requires careful judgment in selecting and evaluating metrics.

For example, how should the Bureau of Street Services be funded and evaluated?

The Bureau probably has some of the best statistics in the city, but how will the data be used and interpreted? Certainly, quality of work and degree of difficulty must be used in conjunction with lane miles paved.

Can the miles be fudged? Without controls and audits, yes. Everything from anecdotal observations to material and equipment usage must be compared to reported results.

Will there be rewards or penalties for the managers and workers who either exceed or miss targets?

If the Mayor and City Council are serious about using performance-based budgeting, they better beef up Ron Galperin’s staff or there may be a lot of embarrassing explaining to do down the line.

 ***(Paul Hatfield is a CPA*** ***and former NC Valley Village board member and treasurer******. He blogs at Village to Village and contributes to CityWatch. He can be reached at: <phinnoho@aol.com>)***

**–cw**

**CityWatch**

**Vol 12 Issue 45**

**Pub: June 3, 2014**

 [ ![LA DWP #2 (Pay Your Bill Help)](https://www.citywatchla.com/images/LADWP/dwp%20level%20pay%205-7-25.jpg) ](https://www.citywatchla.com/component/banners/click/82 "LA DWP #2 (Pay Your Bill Help)")

 ![](https://www.citywatchla.com/images/banners/signup-for-cw.png)

## Get The News In Your Email Inbox Mondays &amp; Thursdays

 Message

 [ ![Home - HHR Rent is too High - SB-2](https://www.citywatchla.com/images/HHR/AHF-rent-too-high.jpg) ](https://www.citywatchla.com/component/banners/click/104 "Home - HHR Rent is too High - SB-2")

 ---

##  Featured CityWatch Stories

 [ ![](https://www.citywatchla.com/media/yootheme/cache/e3/067m-e39a930e.jpg) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33250:missing-middle-la-city-plannings-new-approach-to-attainable-housing&catid=429)

### [Missing Middle. LA City Planning’s New Approach to “Attainable” Housing](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33250:missing-middle-la-city-plannings-new-approach-to-attainable-housing&catid=429)

MY TAKE - As if Sacramento’s relentless parade of housing-streamlining legislation hasn’t disrupted Los Angeles neighbo…

 [ ![](https://www.citywatchla.com/media/yootheme/cache/ed/068d-ed5f9acd.jpg) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33261:zuckerberg-may-finally-pay-a-price-for-preying-on-our-children&catid=375)

### [Zuckerberg May Finally Pay a Price for Preying on Our Children](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33261:zuckerberg-may-finally-pay-a-price-for-preying-on-our-children&catid=375)

IN MY VIEW - As a mother of two children who has often been on the losing side of family battles against screen time, I…

 [ ![](https://www.citywatchla.com/media/yootheme/cache/88/068h-88c43353.jpeg) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33266:california-cant-insure-its-homes-now-sacramento-wants-to-insure-the-trees&catid=385)

### [California Can’t Insure Its Homes. Now Sacramento Wants to Insure the Trees](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33266:california-cant-insure-its-homes-now-sacramento-wants-to-insure-the-trees&catid=385)

INSURANCE EMERGENCY - California homeowners are struggling to find affordable coverage while Sacramento explores a new…

 [ ![](https://www.citywatchla.com/media/yootheme/cache/a2/067c-a222052b.jpg) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33241:exclusive-john-mckinney-warns-city-hall-enforce-the-law-demand-accountability&catid=401)

### [EXCLUSIVE: John McKinney Warns City Hall. Enforce the Law. Demand Accountability.](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33241:exclusive-john-mckinney-warns-city-hall-enforce-the-law-demand-accountability&catid=401)

THE BOTTOM LINE - Los Angeles has laws. It has prosecutors. It has billions of dollars flowing through City Hall. What…

 [ ![](https://www.citywatchla.com/media/yootheme/cache/91/067i-910ee2d7.jpg) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33244:free-metro-who-pays-the-billion-dollar-bill&catid=312)

### [Free Metro? Who Pays the Billion-Dollar Bill?](https://www.citywatchla.com/index.php?option=com_content&view=article&id=33244:free-metro-who-pays-the-billion-dollar-bill&catid=312)

MY THOUGHTS - There is something strange happening at Los Angeles Metro. On one hand, Metro is spending millions of dol…

---

##  [ ARCHIVE ](https://www.citywatchla.com/index.php?option=com_content&view=category&id=16)

 [ ![](https://www.citywatchla.com/images/stories/Apr-2018/034e.png) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=15339:early-intervention-and-jobs-are-key-to-stemming-chronic-homelessness-in-los-angeles&catid=16)### [Early Intervention and Jobs are Key to Stemming Chronic Homelessness in Los Angeles](https://www.citywatchla.com/index.php?option=com_content&view=article&id=15339:early-intervention-and-jobs-are-key-to-stemming-chronic-homelessness-in-los-angeles&catid=16)

### [Tucker Carlson and Gay Rightwinger Blame California Wildfires On Hiring LGBTQ People](https://www.citywatchla.com/index.php?option=com_content&view=article&id=18755:tucker-carlson-and-gay-rightwinger-blame-california-wildfires-on-hiring-lgbtq-people&catid=16)

### [Anti-LGBTQ Veep Just Can’t Stop Talking about Mayor Pete](https://www.citywatchla.com/index.php?option=com_content&view=article&id=17690:anti-lgbtq-veep-just-can-t-stop-talking-about-mayor-pete&catid=16)

 [ ![](https://www.citywatchla.com/images/stories/Apr-2018/033j.png) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=15316:news-pulse-corrupt-system-reason-for-not-voting-in-2018-majority-wants-more-than-two-parties&catid=16)### [NEWS PULSE: ‘Corrupt System’ Reason for Not Voting in 2018 … Majority Wants More Than Two Parties](https://www.citywatchla.com/index.php?option=com_content&view=article&id=15316:news-pulse-corrupt-system-reason-for-not-voting-in-2018-majority-wants-more-than-two-parties&catid=16)

 [ ![](https://www.citywatchla.com/images/stories/Jan-2016/1404d.png) ](https://www.citywatchla.com/index.php?option=com_content&view=article&id=10245:dead-dog-set-on-fire-sparks-fears-for-strays-in-los-angeles&catid=16)### [Dead Dog Set on Fire … Sparks Fears for Strays in Los Angeles](https://www.citywatchla.com/index.php?option=com_content&view=article&id=10245:dead-dog-set-on-fire-sparks-fears-for-strays-in-los-angeles&catid=16)
<div data-id="1" 
	class="eb-inst eb-hide eb-emailform eb-1 eboxContentLocker"
	data-options='{"trigger":"onPageLoad","trigger_selector":"","delay":3000,"early_trigger":true,"scroll_depth":"percentage","scroll_depth_value":80,"firing_frequency":1,"reverse_scroll_close":true,"threshold":0,"close_out_viewport":false,"exit_timer":1000,"idle_time":10000,"close_on_esc":false,"animation_open":"slideInDown","animation_close":"fadeOutDown","animation_duration":400,"disable_page_scroll":true,"test_mode":false,"debug":false,"ga_tracking":true,"ga_tracking_id":"G-P16BQ7X1SW","ga_tracking_event_category":"EngageBox","ga_tracking_event_label":"Box #1 - Global Email Signup Form","auto_focus":false}'
	data-type='popup'
	>

	<button type="button" data-ebox-cmd="close" class="eb-close placement-outside" aria-label="Close">
	<img alt="close popup button" />
	<span aria-hidden="true">&times;</span>
</button>
	<div class="eb-dialog eb-formVer" role="dialog" aria-modal="true" id="dialog1" aria-label="dialog1">
		
		<button type="button" data-ebox-cmd="close" class="eb-close placement-inside" aria-label="Close">
	<img alt="close popup button" />
	<span aria-hidden="true">&times;</span>
</button>	
		<div class="eb-container">
						<div class="eb-content">
				
<form action="https://citywatchla.us2.list-manage.com/subscribe/post?u=34d69f33624fd058ee9b56516&amp;id=4bfa422f51&amp;f_id=00d6c2e1f0" class="eb" method="post" id="mcform-1" name="mcform-1" target="_blank">
			<div class="eb-form-header"><p><img src="/images/2023/06/be-a-city-watcher.png" alt="be a city watcher" width="350" height="97" loading="lazy" data-path="local-images:/2023/06/be-a-city-watcher.png"></p>
<p>Sign up to receive our special e-news blasts on Monday and Thursday evenings!</p></div>
	
					<div class="eb-field-row">

			
			
			
			<input class="eb-input" type="email" name="EMAIL"  placeholder="Email address"  id="EMAIL" value="" required>

			
		</div>
										
	<div class="eb-footer">
    	<button class="eb-btn" type="submit" name="subscribe" style="background-color:rgba(93, 183, 93, 1);color:rgba(255, 255, 255, 1)">
    		Sign up    	</button>
    </div>
</form>			</div>
		</div>
	</div>	
</div>
<div data-id="3" 
	class="eb-inst eb-hide eb-yesno eb-3 "
	data-options='{"trigger":"onScrollDepth","trigger_selector":"","delay":0,"early_trigger":false,"scroll_depth":"percentage","scroll_depth_value":80,"firing_frequency":2,"reverse_scroll_close":false,"threshold":0,"close_out_viewport":false,"exit_timer":1000,"idle_time":1000,"close_on_esc":false,"animation_open":"fadeInUp","animation_close":"fadeOut","animation_duration":300,"disable_page_scroll":false,"test_mode":false,"debug":false,"ga_tracking":true,"ga_tracking_id":"G-P16BQ7X1SW","ga_tracking_event_category":"EngageBox","ga_tracking_event_label":"Box #3 - Yes \/ No Donation Popup Box","auto_focus":false}'
	data-type='popup'
	>

	<button type="button" data-ebox-cmd="close" class="eb-close placement-outside" aria-label="Close">
	<img alt="close popup button" />
	<span aria-hidden="true">&times;</span>
</button>
	<div class="eb-dialog " role="dialog" aria-modal="true" id="dialog3" aria-label="dialog3">
		
		<button type="button" data-ebox-cmd="close" class="eb-close placement-inside" aria-label="Close">
	<img alt="close popup button" />
	<span aria-hidden="true">&times;</span>
</button>	
		<div class="eb-container">
						<div class="eb-content">
				
<div class="ebox-yes-no">
	<div class="ebox-yn-text">
		
		
		<div class="ebox-yn-headline" style="font-size:22px;color:#888888">
			<p>If you only give once a month, would you consider giving to CityWatch?</p>
<p>Your support fuels our mission to promote and facilitate civic engagement and neighborhood empowerment, and to hold area government and its politicians accountable.</p>
<p>Would you like to help? Even if you can only give $5, it will make a difference.</p>		</div>
			</div>
	
	<div class="ebox-ys-buttons" style="font-size: 16px;">
		
<a
					data-ebox-prevent="0"
		data-ebox-cmd="close"
				target="_self"
		href="https://www.citywatchla.com/donate"
		rel="noopener"
	
	
	
	
	class="ebox-ys-btn"
	style="background-color:#2ec664;color:#ffffff;min-width:100px">
	Yes
	</a>
<a
	
	
			data-ebox-cmd="close"
		href="#"
	
	
	class="ebox-ys-btn"
	style="background-color:#ef2345;color:#ffffff;min-width:100px">
	Not Right Now
	</a>	</div>

	</div>			</div>
		</div>
	</div>	
</div>