Lies, Damned Lies, and Statistics

Someone in the hierarchy at work has asked the question: Why can't
the Brand engineers hit a 30-per-day productivity, while also
hitting a 90% repaired rate?

Our supervisors have our backs, apparently, with a whole 'that's not
actually possible' line of logic. This is a good thing, because we
were laughing too hard when we heard that to really reply. And I mean
outright blurted-out guffaws.

F'rexample, today I did 32 phones. Four of them needed a part ordered
in, so went to 'awaiting parts' status - take them off the repairs.
Two of them were corroded all to heck by liquid, so BER - take them
off the repairs. So even if I could've repaired all the phones, and
not sent any at all to level three, we're talking an 81.25% repair
rate right there. This is typical. Oh wait - forgot, one phone had a
password lock and has to go to quote. Take that puppy off, too.

The level 1 engineers usually hit around 70% repaired rate, 'cause we
like to let level 3 feel useful and do a few phones too, now and then.
And frankly, I usually get 2-4 'forgot my password' phones that go to
quote in a day.

You now understand way more about what lvl 1 engineers do with their
time at work than at least one management type does!