This probably varies hugely by industry/field/company, but what about when the metrics are nonsense? The metrics setters can also be incompetent(but think that

This probably varies hugely by industry/field/company, but what about when the metrics are nonsense? The metrics setters can also be incompetent(but think that they are competent!) and it’s probably a much larger issue than we think. For example, I work at a large multi billion dollar auto insurance company you have definitely heard of. One of the metrics is total losses settled with in 7 days as it correlates with higher customer satisfaction. However, they conflate correlation with causation: The customers were happier overall not because of the speed but because they were happier with the offer they received for the value of their vehicle and thus settled the claim quickly. Compared to the people who were unhappy with the offer and refused to settle their claim. This is something that is painfully obvious to those handling claims but goes right over the heads of the process and executive types. Just like the remembering their code from months ago metric in this article. I’m not even a programmer and I know that is not how it works.