Not even a pure mckinsey type of company value kpis over stakeholders’ feedbacks. 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, and revise their stakeholder management skills. If a manager get a feedback that one of their team members 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. In this case is even proved by the fact that the company must spend resources lowering the clients expectations. Managers should absolutely act. If this doesn’t happen, the managerial side of your company is pretty broken