I recall management introducing a KPI that 80% of all repair requests needed to be resolved by the end of next working day.
Very soon the KPI was regularly met without exception but customer complaints went through the roof.
Took the blink of an eyelid for staff to work only the easy ones first and if one of the harder ones missed to the target, don’t bother doing the repair at all and leave it in the too hard basket because you wouldn’t get credit for it anyway.
This resulted in a tail of hundreds of jobs that were weeks old but middle managers all getting their bonus.
