It's worse than that even. As soon as a metric becomes a goal it distorts the entire system. People optimize for the metric discarding anything else. Metric is

It's worse than that even. As soon as a metric becomes a goal it distorts the entire system. People optimize for the metric discarding anything else. Metric is closed tickets? OK, open more smaller tickets, close aggressively and tell customer to open a new ticket if problem continues. You just have to look at public education being measured by exam scores to see the effects of this writ large.