Accountability requires objectivity. Metrics are the common language that connects and clarifies everyone's efforts to individual, team, departmental and organizational effectiveness. This effort provides tangible documentation of the internal and external customer and supplier relationships that need to be in place to create an environment of accountability and shared effort.
Metrics become the mirror in which we hold up reality compared to intentions. Albert Einstein got it right when he said, "Not everything that can be counted counts. And not everything that counts can be counted." Determining the correct metrics for the organization, then department or function, and ultimately for the individual team member is critical to the organization's success.