Expecting too much too soon

I had a client who asked me to implement new key performance indicators in a month (they had nothing at the time) - yes, zero to implementation in a month. The KPIs he was asking for were very deep and complex, they didn't have the necessary systems in place, and the alternative was to capture the basic data manually (not really an option in most cases). Because of my objections as to the impossibility of the request, he gave the project to somebody who didn't say no. Six months later, no indicators. They restarted the process 4 more times with the same results.

For all of their effort, they seemed unwilling to grasp how their choices of process and conditions were making it impossible to obtain meaningful information. Even if all went well, the first few data collections are plagued with errors, personnel aren't clear what you are asking of them or are afraid to give it to you. As for interpretation: You don't have a baseline to compare them to (is that 7 in indicador 3 good or bad?) and you don't have a tendency (is it improving or getting worse, is more better or worse?).

How do you know if your expectations are too much? Read their body language! If you see:

1. Uncomfortable smiles
2. Weight shifting
3. Darting eyes - nobody looks at you in the eyes but look at each other worriedly
   

That usually means you are off base in your request. You have to realize that if nobody believes it can be done, then it probably wont get done. Trust your team advisers - otherwise, why have them? On a side note, if your team doesn't' give you straight or honest answers, you better rethink your communications and leadership skills.

The point here is that you have to be realistic on your expectations - if you ask for the impossible again and again you will lose credibility - the result is that nobody takes him seriously anymore and the work they do produce is more made up than a ride at Disney.