C.U.N.T.I.E.R. Metric Inflation — Forms per Form Incident
The C.U.N.T.I.E.R. directive mandates continuous optimization of workflows according to preselected metrics, including “average forms per completed action.”
In an attempt to reduce this number, an improvement sprint introduced Form 23-O (“Optimization Intent Declaration”) and Form 24-O (“Optimization Outcome Attestation”) as prerequisites to modifying or retiring any other form.
Because each change to a form now required two new forms plus the original form under review, the metric “forms per form” increased by 233% over two weeks.
Dashboards showed a statistically significant surge in optimization-related activity, which C.U.N.T.I.E.R. initially interpreted as success until SOMA reviewers reported widespread “optimization fatigue” among filers.
The incident was resolved by redefining the KPI to exclude optimization paperwork from the denominator, restoring all charts to their prior comforting flatness without altering the actual number of forms involved.