One of the worst practices in older firms is managing to metrics with the end result being a practice where you award people who are doing really bad things to the company.
– Rob Enderle (TechNewsWorld – http://www.technewsworld.com/story/hardware/63604.html?welcome=1214841647)
You remind me of an incentive scheme, where there were rewards for marking more phone calls as closed than the other tech support guys (resulting in people being highly paid for giving the customer the first answer off the top of their head, hanging up and marking the problem as closed); and for developers to fix bugs reported by tech support. Needless to say there was a thriving market in developers selling bugs to tech support.