Not even a pure mckinsey type of company value kpis over stakeholders’ feedback. If a company is purely kpi driven, it is a bad company, as kpi cannot catch everything, but have limited and specific scope. Your managers should go back to their MBAs, stakeholder management. If a manager get a feedback that a team member is jeopardizing a project and the relationship with clients due to taking responsibilities and tasks for which they have no competency, it is extremely bad. They should act. If this doesn’t happen, the managerial side of your company is pretty broken