First published Oct. 1, 2013, on the CERM Risk Insights blog. © Umberto Tunesi and CERM Risk Insights.

“He that gives good advice, builds with one hand; he that gives good counsel and example, builds with both; but he that gives good admonition and bad example, builds with one hand and pulls down with the other.”—Francis Bacon

I just got through looking at an expensive 186-page quarterly summary of (alleged) customer satisfaction data for a hospital. My head was spinning by page 28.