Most of my clients are seeking ways to improve productivity, and it’s easy to understand why. However, before we start changing things, we must always ask this critical question: “Are the metrics we have in front of us the right ones?”

Improving productivity is a fine goal, but we need to do so in the right places. In this interview with David Frayer, he explains why the metrics we run our organizations by don’t always reflect the sustainable competitive advantage we hold.

And why we need to think about the idea of ‘value’ from many different perspectives if we want to be truly productive in a service economy.