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Can KPIs really measure what matters?

Distilling down worth risks losing something sacred

Rick writes and speaks on leadership, transformation, and culture.

A person leans on a balcony rail.
Which box this year?
Yogi Atmo on Unsplash

I remember recently when I was reduced to a data point. I became an inconvenient name on a spreadsheet. 

"Your services are no longer needed. We have to let you go," he stated with feigned empathy. Just like that, years of my work and contributions - hours, days, weeks, months - ceased to matter. I didn't matter. "HR will contact you shortly to explain the final details. Again, I am truly sorry." 

The Zoom meeting ended, the camera went blank. I sat in my home office, staring at the blank screen of the company-issued laptop. The only sounds were the disheveled thoughts scrambling in my head and the gentle hum of the fan circulating cool air from the ceiling above. All went quiet. Just like that I was reduced to a KPI - a key performance indicator.

Having spent years in the business world, I'm well-acquainted with its dynamics, including hiring and firing. I recognize ambition and its relentless pursuit of progress. Still, it felt like a personal blow, like a scene on Instagram or YouTube you replay endlessly on loop, trying to comprehend, trying to make sense of it all.

As your value is quantified and found wanting, a sacred inner part of you perishes. In that moment, it’s hard to feel the wonder and mystery of your creation. You don’t feel what for centuries has been called the imago Dei - that we humans are made in God’s image. Instead, you think about how you were just told “we don’t need you.” You think about paying your bills? How will this impact your career? Where will you find your next job? 

As a leader, I understand metrics are crucial for business. However, this pervasive culture of metrics has warped our perception of worth. Instead of marveling at the wonder of being made in the image of God, we have become trained to value only what can be counted. We’ve become both deaf and blind to the unquantifiable beauty of human existence.  

We’ve prioritized metrics over people. We’ve created a world where efficiency presides over meaning and productivity overshadows purpose. Ironically, this has crippled entire organizations, not optimized them. Critical components like morale, engagement, and productivity are at an all time low. Just check the numbers. (See what I did there) 

We have built a ruthless culture defined by a dehumanizing machinery of metrics. People have become problems to be optimized rather than mysteries to be revered. 

If we let our job define us and if as leaders we let it define our mystery and those we lead, we succumb to a cancerous, spiritual violence. To treat a person as a set of outputs is to willinging deny our capacity to reflect a divine truth.   

Does it have to be this way?

William Blake's poem, "The Divine Image," eloquently conveys a core theological principle: humanity mirrors the divine, embodying God's very image. We are an irreducible, immeasurable value. 

For Mercy, Pity, Peace and Love

Is God, our father dear

And Mercy, Pity, Peace and Love

Is Man, his child and his care.

Are we imago Dei? Are we the very image of God the first chapter in Genesis speaks of?

Is this true? Are we always irreducible, immeasurable? Or is this just a conversation to have in a broader discussion when contemplating humanity’s place in the cosmos? 

What about the workplace? What about when human worth is distilled into key performance indicators that then become the only thing measured, the only things that defines a person’s worth? What happens when our irreducible human value, this imago Dei is distilled to mere data points on business dashboards? To KPIs.

On one hand, nothing happens; we are still a complex mystery of God’s creation. We are still immeasurable, irreducible. We are imago Dei. On the other hand, something does happen to the person. Something sacred is expunged. Our infinite complexity like emotions, dreams, quirks, ideas, feelings, and virtues are reduced and transcribed into metrics and evaluated against random data sets. Perhaps this is where the shallow quip originates? “It’s not personal. It’s just business.” 

I mean I get it. In the business world, we are a metrics driven culture, quantifiable data points are seemingly the only identifier of worth. It drives the business, right? 

We read in our company handbooks that, “our people make the difference.” In reality, we all know that data is the true currency. It is here, I argue, that the soul gets buried beneath spreadsheets and the image of the divine is lost within a myriad of data sets. 

We must raise a quiet but profound rebellion. 

Our spirit of God’s very image that thrives in a mutual wonder and shared humanity cannot be replaced by a zero-sum race for higher scores. 

Ask someone at work “How are you doing?”, actually listen to them and engage, and only then ask, “How are you doing with your targets?” Metrics are important, but the person behind them is essential.  

When we become our job or when we think those we work with are defined only by how well they do their job, we are all vulnerable to this sacred loss. Our goal is not our job. Our purpose is not how and if we hit our metrics.  Instead, our sole aim should be to seek how to better understand this mystery of this life - this imago Dei - that we have been given and how to share it with others.  

This reminds me of the saying, "Not everything worthwhile can be measured, and not everything that can be measured is worthwhile."

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Character
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5 min read

World leaders can learn a lot from Pope Leo

Graham Tomlin was at the Pope's inauguration in Rome. This is what he noticed.

Graham is the Director of the Centre for Cultural Witness and a former Bishop of Kensington.

A VIP couple stand and talk with the Pope.
Usha and J.D. Vance meet the Pope after his inauguration.
Vatican Media.

On Sunday morning, along with a host of bishops, patriarchs, priests and assorted others, I was led around the back of Peter's Basilica in Rome, into the cavernous spaces of that extraordinary building.

As we walked through the echoing church with the sunlight slanting through the windows like shafts of light from an angelic realm, our small group of Anglicans waited for our turn to walk out into the blinding sunshine. The names of the churches were ticked off like a game of ecclesiastical bingo: “Coptic Orthodox Church of Alexandria? OK.” Syriac Orthodox Church of Antioch? – This way please. “Armenian Apostolic Church – just wait a minute…” 

As we moved through the front doors of the Church, the first thing we saw was a crowd of 200,000 people stretching as far as the eye can see. Behind us was the imposing face of St Peter’s, that great monument to Catholic supremacy and authority. The world’s media looked down from the balconies above us. Opposite our seats were the rich red velvet chairs ready for President Zelensky, J.D. Vance, and the heads of state of numerous countries across Europe and beyond.  

As we walked out, I turned to a friend in our group, and instinctively said to him, “you'd need to be someone of remarkable humility not to let all this go to your head.” 

I couldn't help thinking of Robert Prevost, who was about to walk through these doors, a man who was made a bishop in 2015 - only became a cardinal two years ago, and was now to find himself the focus of rapt attention by this vast crowd and millions of others on TV, as the spiritual leader of 1.4 billion Catholics, catapulted from relative obscurity to being the most famous man in the world within a couple of weeks. 

St Peter’s is designed to impress. The piazza in front of the church is surrounded by imposing statues of apostles, saints, martyrs, and fathers of the church, all looking down on proceedings below. It was this church that inadvertently triggered the Reformation, as a fund-raising scheme for its construction involved selling some indulgences in Germany that raised Martin Luther’s fury. The frontage, with its soaring pillars, grand windows, sumptuous balconies and rich tapestries, is meant to overawe you. Inside, the space is huge, with vast windows letting in the light, stunning works of art everywhere. This was a display of the Renaissance papacy, leading into the Counter-Reformation, the confident Baroque spirit that announced the triumph of the Church over all its enemies. 

A Pope with a streak of vanity would be a dangerous thing. Everything points to the power of this position – the successor of Peter, the one on whom the rock of the Church was to be built; the leader of the largest body of Christians in the world; someone instantly recognisable across the globe, to whom world leaders have to come, cap in hand. No wonder some popes in the past have become political manipulators, vying with emperors and kings over who has more power.  

Yet these days, the Catholic Church sounds a humbler note. Pope Francis started the church down a line of ‘synodality’, inviting other voices into the church’s deliberations rather than just male priests. Pope Leo seems to want to continue down that line. 

Referring to his election he said: 

 “I was chosen, without any merit of my own, and now, with fear and trembling, I come to you as a brother, who desires to be the servant of your faith and your joy, walking with you on the path of God’s love.” 

The tone was not of self-aggrandisement, asserting the power of the position. There was no strategy to dynamically change the church and the world. No grand design to use the levers of power to shape society according to his vision. Instead, this was about unleashing a more elusive and uncontrolled force: the power of self-denying compassion.  

As Pope Leo put it: 

“The ministry of Peter is distinguished precisely by self-sacrificing love, because the Church of Rome presides in charity and its true authority is the charity of Christ. It is never a question of capturing others by force, by religious propaganda, or by means of power. Instead, it is always and only a question of loving as Jesus did.” 

Now that’s different from the way popes have sometimes spoken in the past. The Church has no power other than the power of love – the kind of self-sacrifice seen in the life of Christ. If the pope ‘presides’, as Presidents do, he ‘presides in charity’. A little different from some other Presidents I can think of.  

Admittedly we don’t know much about him yet, But Bob Prevost strikes you as a humble man. Someone who can turn down a place at Harvard Law School to go instead to serve the poorest communities in Peru for 20 years, sleeping on the floor of huts, travelling by donkey to remote villages, unnoticed and obscure, suggests a distinct lack of self-importance. You don’t canvas to become pope, announcing your candidacy, working your way up the ranks, arguing your merits to the electorate. Instead, you get on with what you do, and if the call comes, you follow it.  

As Pope Leo, he will need that humility as he takes on this role for the rest of his life. He will need it to resist the subtle lure of the deference others offer him, the adulation he will receive wherever he goes, the buildings he lives in, the magnificence of the popes who went before him, the way people will hang on his very word. The temptation to think that Bob Prevost is, after all, a mighty big fish, someone whose talents have got him to this point will be strong.  

But if he gives in to that temptation, he will slip back into the run of the mill way of the world, lording it over those he oversees. He seems aware of the slippery nature of such a position. Whoever was called to be the successor of St Peter, he said, needed to exercise oversight “without ever yielding to the temptation to be an autocrat, lording it over those entrusted to him. On the contrary, he is called to serve the faith of his brothers and sisters, and to walk alongside them." 

It was Jesus who said:

“Among the nations, their rulers lord it over them. But it is not so among you. Whoever wants to be great among you must be your servant.” 

Other Presidents, prime ministers and patriarchs could take a leaf out of that book.  

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Since Spring 2023, our readers have enjoyed over 1,000 articles. All for free. 
This is made possible through the generosity of our amazing community of supporters.

If you enjoy Seen & Unseen, would you consider making a gift towards our work?

Do so by joining Behind The Seen. Alongside other benefits, you’ll receive an extra fortnightly email from me sharing my reading and reflections on the ideas that are shaping our times.

Graham Tomlin
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