Is it considered as breaking one’s trust if one fails to fulfil the KPI (Key Performance Index) set in our workplace?
Alhamdulillah, praise and gratitude to Allah SWT for His countless blessings for us all. Praise and salutations to our beloved Prophet Muhammad PBUH, his family, companions and all those who follow his footsteps until the Last Day.
KPI is a simple and effective benchmark system in helping an organization explain and control the development of a certain service process delivered to the customers in line with the mission and vision of an organization. The principles of a KPI are setting aims that can be quantitively measured in normal situations and in line with the mission and vision of the organization. KPI is a specific measure in certain fields regarding certain performances of an organization. 
According to the above question, we divide it into two situations:
- First: A worker has strived and put in his best effort to fulfil the KPI but since the KPI set is beyond his capabilities. In this matter, the worker is not sinful. Allah SWT states:
لَا يُكَلِّفُ اللَّـهُ نَفْسًا إِلَّا وُسْعَهَا
“Allah burdens not a person beyond what he can bear.” 
Al-Maraghi in his commentary said: Allah SWT does not burden His slaves with something that they cannot beat. His blessings for them are great and He even facilitates them. 
Likewise, it is stated in a hadith of Abu Hurairah RA, where the Prophet PBUH said:
وَلاَ يُكَلَّفُ مِنَ الْعَمَلِ إِلاَّ مَا يُطِيقُ
“And he is only obliged to do such work as he is capable of doing.” 
- Second: The worker is considered sinful if he failed to reach the KPI due to his own laziness, negligence and inattentiveness. The reason is the worker has purposely neglected his responsibilities. Allah SWT states:
يَا أَيُّهَا الَّذِينَ آمَنُوا لَا تَخُونُوا اللَّـهَ وَالرَّسُولَ وَتَخُونُوا أَمَانَاتِكُمْ وَأَنتُمْ تَعْلَمُونَ
“O you who have believed, do not betray Allah and the Messenger or betray your trusts while you know [the consequence].” 
Syeikh al-Maraghi stated in his commentary: “Don’t betray the trust between you and your leaders. The trust meant involves the aspect of muamalah and community service.” 
Such is also stated in a hadith narrated by Anas bin Malik RA, where the Prophet PBUH said:
لاَ إِيمِانَ لِمَنْ لاَ أَمَانَةَ لَه وَلَا دينَ لِمَن لا عهدَ له
“He who is not trustworthy has no faith, and he who does not keep his covenant has no religion.” 
To conclude, in our opinion Key Performance Index is not a trust, but it is a guide for a person to fulfil the work he is entrusted with. Thus, if a worker purposely neglects his tasks, then he is sinful. Hopefully, this explanation will help give us some insight into performing our work better.
We are also of the opinion that close cooperation should be built between an employer or department chief and worker to always supervise and advise in order to resolve this issue that hinder the workers. Thus, the result of fulfilling one’s KPI will be easier and be successful. Hopefully, such an effort will make it so that the public and private services offered in Malaysia continues to rise and be at the highest level. Amin.