Re: The real reason ...
Cannot agree more. Many moons ago we were saddled with a whole host of KPIs for which graphs had to be created each month. One of the KPIs for quality was 'number of open quality issues'. So the incentive was to close any new issue as soon as possible. There was no measure of how well they were resolved or even if they were resolved at all. Just that the ticket was marked 'closed'. And no measure for repeat issues. So they looked really good closing lots of issues. The reality was most of the issues were repeats.
Biting the hand that feeds IT
