Here's a well-written article that reflects something I've noticed across a number of jobs during my career: KPIs are often the problem, not the solution.

Yes, businesses should measure performance. They should seek to improve the metrics that matter.

But setting KPI targets forces staff to focus solely on reaching a particular metric for a particular target, at the expense of everything else.

https://michaelwest.com.au/want-to-fix-productivity-kill-kpis-they-reward-executives-for-cutting-costs-and-delivering-poor-customer-experience/