Worked scenario
Paid on completion, returning unpaid
Per-job pay rewards speed, and without a callback record the business cannot tell fast from unfinished.
3 min read
Paying per job aligns the technician with throughput. It also means a job marked complete is worth the same whether or not it stays fixed.
Callbacks need to be linked
Where a return visit is logged as a new job, nothing connects it to the original. The callback rate is invisible and the incentive stays pointed at speed alone.
Training, not deduction
Callback data used punitively produces jobs marked complete that are not. Used to identify job types where a technician needs support, it improves the number it is measuring.
What changes
- Callbacks linked to the original job and technician
- Callback rate visible per technician and per job type
- Pay structure informed by first-time-fix, not only completion
- Recurring causes addressed as training rather than deduction
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