Why “Busy Work” KPIs Are Killing Your Culture (and What to Track Instead)
I had a coaching call recently with a team that just hired their first in-house accounting rep. It’s a good move. They’re growing, and outsourcing every finance task was starting to feel like too many people were touching the numbers but no one was owning them. The new hire is smart. Trained. Ready to go. But then the team hit a wall:
What do we actually measure this role by?
They already had one KPI in place: collections. But beyond that, they weren’t sure. They wanted to build a “personal scorecard” with two or three more data points that would keep the new team member aligned and accountable. That’s where they were when I entered the discussion.
KPIs Should Be Cultural, Not Just Practical
Too many companies throw KPIs on a spreadsheet just to check a box. I’ve seen teams where every person had a scorecard… but no one looked at it. No one felt tied to the numbers. No one could tell you why they mattered. That’s the problem. If the metric doesn’t mean something if it’s not clearly tied to the success of the role it’s just noise. People start to see KPIs as homework, not feedback.
I told them what I’ll tell you.
Don’t add a KPI unless it meets three criteria:
- It drives a real result for the business.
- It’s within the team member’s control.
- It provides a feedback loop you’ll actually use.
If your accounting rep is responsible for getting statements out on time, there should be a number that tells you if that’s happening. If they’re supposed to spot issues before they become owner complaints, let’s track accuracy or response time. Don’t put “completed weekly checklist” just because you need something to fill a cell.
Metrics That Build Ownership
At the end of the day, you’re not trying to create pressure. You’re trying to create ownership.
A good KPI isn’t about watching someone. It’s about helping them watch themselves.
That’s when people start self-correcting. That’s when they come to you with ideas instead of excuses. That’s when you know your culture is working.
Don’t settle for filler metrics. Take the time to make it meaningful. You’ll feel the difference in the numbers, and in the growth of the team.
