I feel the best use of metrics isn't trying to get your teams average time with a ticket opened down 10 minutes. That rewards people who are the best at meetin

I feel the best use of metrics isn't trying to get your teams average time with a ticket opened down 10 minutes. That rewards people who are the best at meeting the metrics which aren't even nessecarily the best employees. They're generally ones that can do easyish jobs quickly and efficiently. Metrics have rapidly diminishing returns yet companies seem to get addicted to them in ways that make them sick. I think of stack ranking. You do want to use SOME metrics though otherwise popular low performers will get promoted and unpopular high performers will get jaded. It's also very appearant how the lower on the payscale jobs are more metric driven than the higher on the payscale ones. It comes off as a low-cost low-effort system that managers would never willingly impose on theirselves.