Measure Success by Looking Forward
As a workflow team, they are not rewarded on beating last year's on-time results. Today's customer is not interested in whether or not their on-time performance improved over last quarter. They only care about their flight leaving on time. You will see the airline in turn marketing their consistent on-time performance to gain customers. We are better than the competition, they will proudly exclaim.
For those of you who are wondering about the duck in the story, I have no idea where he went off to, but I am certain he will be back. He left his umbrella. Strange for a duck, don't you think?