Concept
The credibility gap
The gap appears when leadership believes one value wins while another actually does. It says nothing about morals. It says something about distance.
Two kinds of gap
| Type | What it means |
|---|---|
| Coordination gap | Everyone agrees on the hierarchy, but leadership guessed wrong. This closes with information. |
| Value gap | Units disagree among themselves. Information will not close it. A choice has to be made. |
A gap of zero is not necessarily a good sign. It can also mean that nobody dared answer anything other than what was expected.
What to do about a gap
- State what was measured before anyone interprets it.
- Pick one place to change something. Not five.
- Measure again after three to six months with the same instrument.