There might be several decent ways to improve (at least as a next step) to avoid this particular way to game the KPIs: - use an assessed upfront difficulty (if

There might be several decent ways to improve (at least as a next step) to avoid this particular way to game the KPIs: - use an assessed upfront difficulty (if available in measurable form) to adjust for the outcome rating - add additional KPI for % of refused operations (perhaps again adjusted for difficulty)