"What gets measured gets managed" - corrosively applied by establishing metrics that don't directly reflect business performance and are not under the control o

"What gets measured gets managed" - corrosively applied by establishing metrics that don't directly reflect business performance and are not under the control of the accountable people (NPS for example) and then directly and blindly using them to determine people's tenure or advancement. BUT! the development and use of metrics like this is helpful in many ways; the problem is that when really dumb people are asked to do this they use them in really dumb ways and this bit (the lack of capability and brains) is the big issue.