The Deviation of Engineering KPIs

Engineering KPIs such as retainability (drops) and accessibility (blocks/coverage) are focused on because they are supposed to mimic the customer experience. Or at least they "were" supposed to mimic the customer experience. As engineering performance in these areas became the measurement of team success, an interesting line of deviation may have occurred. There's long been the hidden philosophy of RF engineers that a customer can't drop a call if they can't make it, that network quality will improve if there's only good coverage, and that if a customer hangs up first it isn't a drop.

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