Four Steering Knobs

Repeated effort is missing the intended result. Inspect the target, the signal people see, the response rule, and the reward before deciding which part of the process needs repair.

Target. Signal. Rule. Reward.

A functioning process can repeatedly produce the wrong result because of its steering arrangement. Check what it aims for, what information guides it, how decisions respond, and what behavior earns a payoff. Keep the four distinct, inspect actual episodes, and change only what evidence supports; goal changes require the owner’s endorsement.

Try this when…

People are working hard toward a result we do not want.

The dashboard, policy, and praise point in different directions.

Are we seeing the right information in time to act?

Which part of the steering arrangement is actually wrong?

What you can use it for

Service performance

Separate an agreed outcome from a weak metric or obstructive decision rule.

Learning routines

Inspect whether practice and feedback reinforce the skill the learner actually wants.

Shared projects

Clarify target ownership and trace the policies shaping repeated actions.