This document summarizes a study on how key performance indicators (KPIs) can serve as either an enabler or inhibitor within the process of servitization. The study involved interviews and surveys with managers and employees at Ericsson, a telecommunications company, to understand the perceived impact and meaningfulness of existing KPIs. The findings of the study suggest that KPIs can help managers alter organizational routines and identities to support servitization, but they also risk locking the organization into a certain mindset if not properly implemented.