Performance Management Games

The news this morning has picked up on a very small part of a Natuional Audit Office report on PFI schemes in the Ministry of Defence (available at:  It is an almost comical story.  The contract was to operate the MoD’s telephone systems through call centres.  A key target included the speed of response to calls.  To meet that target, some staff repeatedly rang each other to boost their performance.  I am not sure what the volume of calls will have been, but it probably made a marginal difference to performance.  Indeed, the effort of spending time ringing each other may well have had a more detrimental effect because, at the same time, they were presumably not answering genuine calls!  No wonder BT sacked them when they found out!

There is brief coverage of the story at:


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