> You can’t be data driven and also blind to the data

"Tickets closed" is an amazing data driven & blind to the data metric. You can have someone closing an insane number of tickets, looking amazing on the KPIs, but no one's measuring "Tickets reopened" or "Tickets created for the same issue a day later".

It's really easy to set up awful KPIs and lose all sight of what is actually happening while having data to show your bosses