Incomplete targets. For example, I used to work in a support department where the key metric agents were graded on was "replies per hour". Naturally favoring t

Incomplete targets. For example, I used to work in a support department where the key metric agents were graded on was "replies per hour". Naturally favoring this above everything else led to a couple issues: 1. Little time spent on reply quality 2. No care given to handling a ticket after the first reply, because sending a stock first reply to a ticket is much faster and easier than working through the individual challenges of each ticket. Management identified these as problems, but never changed how they graded staff in performance reviews, so the problems persist. From what I've read of other companies, this seems the rule rather than the exception. Everything else I can think of's already been mentioned.