Starting point: a quick map of today

• How do you currently manage day-to-day dispatch work, from call intake to completed ticket?
• In a typical month, how many service jobs does your operation dispatch? Options: Under 1,000, 1,000–5,000, 5,001–20,000, Over 20,000
• Walk me through the most recent three missed SLAs and what happened in each case
• On average, how many truck rolls include at least one return visit within 30 days? Options: Under 1%, 1%–5%, 6%–15%, Over 15%
• Who on your team is first notified when a job misses its SLA, and how is that notification recorded?
• Describe the primary artifacts dispatchers use today, for example whiteboards, spreadsheets, or a mobile app Options: Whiteboard or wall boards, Spreadsheets, Basic calendar tool, Existing dispatch software, Custom tools

Where dispatch actually breaks: hard truths we should not soften

• If a single recurring failure explains most of your SLA breaches, which failure would that be? Options: Wrong technician skills, Missing part in van, Incorrect customer data, Travel time under-estimated, Scheduling conflicts
• Which job types or customer segments produce the highest rate of repeat visits for you? Options: Warranty installs, Preventive maintenance, Reactive repairs, Third-party managed sites, Critical SLA accounts
• When technicians arrive without the right part, what is the immediate effect on that technician's schedule and on neighboring appointments?
• Tell me about the last time a return visit caused a contract penalty, who noticed it first, and how it was tracked
• Rate your current ability to forecast which jobs need special parts or certifications before dispatch, on a 1 to 5 scale Options: 1, 2, 3, 4, 5
• If we eliminated the top cause of your return visits, could you estimate the quarterly savings or avoided penalties that would justify this project? Options: Under $50k, $50k–$250k, $250k–$1M, Over $1M

Inventory and asset truth, not wishful lists

• How many of your active parts SKUs have reliable location and quantity data in a system someone owns? Options: Less than 10%, 10%–40%, 41%–75%, Over 75%
• Which systems currently hold your parts, inventory, and asset records (pick all that apply)? Options: ERP or warehouse system, Field parts catalog in CRM, Mobile app inventory, Spreadsheets, Third-party inventory service
• Who owns the inventory and asset data and can approve extracts for a pilot? Options: IT/data team, Operations/field ops, Supply chain/warehouse, Shared responsibility, No single owner identified
• Describe a recent incident where an inventory discrepancy caused a missed first-time fix and the downstream cost or impact
• Would you be willing to assign a data steward to the pilot to improve parts and asset accuracy? Options: Yes, full time, Yes, part time, Maybe, with incentives, No
• What single data gap, if unresolved before a pilot, would stop this project from proceeding?

People, mobile workflows, and adoption risk

• Imagine a technician saying the mobile app feels like surveillance, what would they say is most invasive? Options: Location tracking, Mandatory photos, Time entry visibility, Parts usage reporting, None of the above
• On a scale from 0 to 10, how concerned is leadership about surveillance or privacy complaints from customers, unions, or regulators? Options: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
• When you roll out new field tools, how many training hours per technician are typically needed before you see reliable data entry? Options: Under 1 hour, 1–4 hours, 5–10 hours, Over 10 hours
• Tell me about incentive or disciplinary policies that affect technicians' willingness to log time, parts used, and completion notes
• Could the project meet its utilization and first-time fix targets if 30% of your technicians never adopt the app and remain on paper workflows? Options: Yes, No, Only with parallel manual steps, Unsure

Integration, systems, and gatekeepers we cannot ignore

• List the external systems that must integrate for dispatch to be useful, for example CRM for customer records, ERP for parts, payroll for hours, or telematics for location
• Name the team or role that owns each integration and can approve credentials or API access
• Do your current APIs provide endpoints to extract 90 days of historical dispatch data and real-time inventory, yes or no? Options: Yes, full access, Partial access, some gaps, No, not available, Unknown
• On a 0 to 5 scale, how mature are your outbound APIs for pulling parts, assets, and schedule data? Options: 0, 1, 2, 3, 4, 5
• Is any legal, procurement, or security approval required before sharing production data for a pilot, and if so, who signs off? Options: No approvals needed, Security approval, Legal approval, Procurement approval, Multiple approvals

Who else is on the table: the competitive landscape you are weighing

• List the alternatives you are actively evaluating, including incumbent solutions, internal rebuilds, or other vendors
• What would need to be true about your current approach for you to keep it instead of switching to an external solution?
• Name the sponsor or group that favors an internal rebuild and the top reasons they cite
• Rate the importance of vendor speed of deployment versus feature breadth when making a final choice Options: Speed much more important, Speed slightly more important, Equal, Features slightly more important, Features much more important
• Would your procurement team sign terms this quarter if a 90-day replay proved a 20% reduction in drive time and a 10% lift in first-time fix? Options: Yes, likely, Only with additional safeguards, No, not without price changes, Unsure

Concrete targets and acceptance criteria that turn pilots into commitments

• Specify the numeric targets for first-time fix, technician utilization, and average drive time that would make this project a clear go
• In reporting, what cadence and format will you require for pilot metrics and who are the primary consumers? Options: Daily dashboard, Weekly summary, Executive monthly report, Real-time alerts plus weekly summary
• Identify the role responsible for acceptance criteria sign-off at pilot end Options: VP Service Operations, Director Field Service, IT lead, Procurement, Other
• Could you commit to production if the pilot misses one target but exceeds the other two? Options: Yes, No, Only with remediation plan, Depends on which target missed

Deployment and timeline blockers we need cleared now

• Point to the single schedule or resource constraint that would push a pilot beyond your target window
• On average, how long does procurement take for software contracts in your company? Options: Under 2 weeks, 2–4 weeks, 1–2 months, Over 2 months
• Provide the names or roles of owners for data extracts, integration testing, and production cutover
• Are there alternative data sources we can substitute if a primary API owner withholds access during the pilot? Options: Yes, backups available, Partial alternatives, No alternatives, Unknown
• Do you have an escalation path that can secure a decision within seven days if a critical owner withholds access during the pilot window? Options: Yes, documented, Informal but available, No, Unknown

Budget, decision cadence, and the final yes

• Is moving forward this quarter possible if the pilot proves the promised ROI, or is budget already allocated elsewhere? Options: Budget available this quarter, Budget tied to next quarter, Funding needs rework, Not a current priority
• On a scale from 1 to 10, how urgent is resolving your SLA penalty exposure in terms of executive attention? Options: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
• Identify the approver and their typical timeline for signing purchase or acceptance
• Assuming the pilot delivers the expected numbers, what changes to budget or headcount would you plan to scale production?
• Is your team prepared to commit to an implementation start date within the next month if legal, procurement, and IT sign off within four weeks of pilot close? Options: Yes, No, Needs executive approval, Unsure

• Solution Experience: Skills, Parts, and SLA-Aware Scheduling

• Confirm the current state and its cost
• You confirm the demonstrated optimization and mobile workflow eliminate the rework causing repeat truck rolls and SLA breaches.
• Provide 90 days of dispatch exports including job records, technician skills, and van parts inventory for the simulation.
• Walk a real dispatch scenario through the scheduler
• You accept the 90-day simulation results as representative evidence of expected changes in utilization, drive time, and first-time fix rate.
• Provide a named pilot region, a target pilot window, and the acceptance KPIs for utilization, drive time, and first-time fix.
• Run the 90-day batch simulation and show metric deltas
• Run the scheduling engine against the provided 90 days of dispatch data and deliver a comparison report showing utilization, drive-time, and first-time-fix deltas before the next session.
• You identify the remaining data, integration, and adoption gaps that must be resolved before a pilot.
• Prepare a short pilot plan that lists necessary integrations, data mappings, training waves, and success criteria for the pilot.
• Demonstrate the mobile workflow for parts confirmation and completion
• Validate the future state
• Identify integration and data gaps for the pilot

• Solution Experience: Skills, Parts, and SLA-Aware Scheduling
• Solution Experience Deck
• Solution Brief

• meeting
• slides
• document

Owners and stakeholders

• Who will own day-to-day rollout and adoption? Options: VP of Service Operations, Director of Field Service, Head of Field IT, Operations Manager, Other
• List other stakeholders who must be engaged during rollout (teams or roles).
• Which groups must approve changes to technician policies or device use? Options: People & Culture / HR, Legal / Compliance, Union / Works Council, IT Security, Operations Leadership, Other
• Are any frontline technicians represented by a union or works council? Options: Yes, No, Unsure

Technician workflows — current state

• Briefly describe how technicians currently receive assignments and acknowledge work.
• How do technicians currently record labor, parts used, and job completion? Options: Paper forms / clipboard, Mobile app, Phone calls / SMS, Desktop entry by admin, Other
• Approximately what percentage of technicians use a mobile device for work tasks today? Options: 0-25%, 26-50%, 51-75%, 76-100%, Unsure
• Are technicians expected to manage and reconcile their van or truck inventory? Options: Yes, No, Shared responsibility, Unsure
• How are technician skills, certifications, and qualifications tracked today? Options: HR / LMS, Field service system, Spreadsheet, Paper files, Other
• How often do technicians typically make return visits because a part was missing? Options: Daily, Weekly, Monthly, Rarely, Unsure

Training and onboarding

• What training resources exist for onboarding new technicians? Options: Formal classroom, Online modules, Peer mentoring, On-the-job only, None, Other
• What is the typical length of the technician onboarding period? Options: Less than 1 week, 1–4 weeks, 1–3 months, 3+ months, Unsure
• Who delivers and tracks completion of technician training? Options: Operations training team, HR / Learning & Development, Field manager, Third-party vendor, Other
• Do you have written standard operating procedures for mobile app use or data entry? Options: Yes, Partially, No, Unsure
• How do you currently assess competence after training (one-sentence description)?

Adoption barriers and incentives

• What reasons have technicians given in the past for resisting mobile tools?
• Have you used incentives or enforcement to drive tool adoption previously? Options: Monetary incentives, Recognition programs, Penalties or disciplinary action, Process changes only, None, Other
• Which of these incentives would be acceptable to use during rollout? Options: Monetary bonus, Public recognition / awards, Career development / training credits, Workload reduction, Other
• Are there specific technician groups or regions you expect to be early adopters? Options: Yes, No, Unsure
• If yes, name the group(s) or describe their characteristics.
• What concerns do field supervisors raise when workflows are changed?

Privacy, surveillance, and device policies

• What device model will technicians use for the mobile app? Options: Company-issued smartphone / tablet, Bring Your Own Device (BYOD), Both company-issued and BYOD, Other
• Do you currently have a formal GPS/location-tracking policy? Options: Yes — active tracking allowed, Yes — limited tracking (work hours only), No policy, Unsure
• Are there legal, regulatory, or union constraints that limit monitoring technician location or activity? Options: Yes, No, Unsure
• What specific types of data would you consider sensitive or off-limits to collect from technician devices?
• How will technicians be informed about what data is collected and how it will be used? Options: Policy notice and consent, Training sessions, Union agreement, No formal communication yet, Other
• Do technicians sign any device or data privacy agreements today? Options: Yes — standardized, Some do, No, Unsure

Data quality and parts/asset practices

• Which systems are the authoritative source for parts, assets, and warranties? Options: ERP, CMMS, CRM, Spreadsheets, Other
• How complete and accurate are parts and asset records today? Options: High (>90% complete/accurate), Moderate (60–90%), Low (<60%), Unknown
• Who updates part counts and asset status after a job is completed? Options: Technician, Warehouse / parts team, Field manager, Back-office admin, Other
• How often are physical stock counts performed for van inventory? Options: Weekly, Monthly, Quarterly, Annually, Never / Unsure
• Are technicians allowed to borrow parts from other vans or sites to avoid return visits? Options: Yes with approval, Yes without approval, No, Unsure

Pilot and rollout planning

• Do you plan to run a pilot before a wider rollout? Options: Yes, No, Undecided
• If running a pilot, how many technicians and which geographic areas or business lines are under consideration?
• Which measurable criteria will determine pilot success? Options: Adoption rate (daily active users), Reduced return visits, Improved first-time fix rate, Reduced drive time, Data quality improvements, Other
• What is your target timeline to complete the pilot and evaluate results? Options: Less than 1 month, 1–3 months, 3–6 months, Unsure
• Who will own pilot monitoring and report generation? Options: Operations manager, Field analytics team, IT, Seller support team, Other

Communication, feedback, and escalation

• What channels do technicians prefer for announcements, training, and updates? Options: Email, SMS, In-person meetings, Mobile app push notifications, Team chat (e.g., messaging), Other
• How do technicians currently report app or process issues? Options: Phone to manager, Helpdesk ticketing, In-app support, Email, No formal process
• How would you like technician feedback to be collected during rollout? Options: In-app survey, Regular focus groups, Field manager check-ins, Helpdesk tickets, Other
• What escalation path should be used for critical production issues (one-sentence)?
• Who will sign off that training and adoption targets have been met for rollout progression? Options: Operations leadership, VP of Service Operations, HR / Training, IT, Other

Top risks and planned mitigations

• What is the single highest-risk factor for technician adoption of the new workflows?
• What mitigation is already planned for that highest-risk factor?
• What is the second-highest risk to rollout success?
• Are there regulatory or customer contract constraints that limit data collection or monitoring? If yes, please describe. Options: Yes, No, Unsure

Readiness, resources, and next steps

• What immediate action would most increase your confidence that rollout will succeed?
• Which resources or external support would make you most comfortable moving to a pilot? Options: Additional training materials, Change management coaching, Hands-on integration support, Field coaching / shadowing, Other
• By when can you confirm pilot participants and provide anonymized test data for scheduling validation? Options: Within 1 week, 2–4 weeks, 1–2 months, Longer / Unsure
• Who should be the single point of contact for coordination between the seller and your teams during pilot and rollout?

• Deploy Offline-Capable Mobile Technician App
• Integrate Source CRM and Work Order Feed
• Integrate Source ERP for Inventory and Billing
• Sync Parts and Truck Inventory
• Import and Normalize Asset and Parts Data
• Import 90-Day Dispatch History for Engine Testing
• Enable Barcode/QR Parts Scanning
• Provision Technician Skill and Certification Profiles
• Enable Technician Time, Parts, and Completion Capture
• Integrate Telematics for Location and Drive Time
• Activate SLA Exception Alerts and Reports
• Automate Parts Replenishment with ERP
• Deliver Technician Adoption Training and Support

Deploy Offline-Capable Mobile Technician App

• Do you require the mobile app to operate fully offline for an entire technician shift or only for recent data? Options: Full-shift offline with local datastore, Partial offline (last 24 hours only), Online-only
• Is there a mandated sync window for offline data once the device regains connectivity (for example, within 2 hours)? Options: Immediate on connectivity, Within 2 hours, Within 12 hours, Custom — specify
• Are corporate mobile device management (MDM) policies or a security profile (give vendor or policy document) required for app rollout? Options: Yes — we will provide MDM policy, No MDM required, We need guidance on MDM
• Have you cataloged the make/model and operating system versions of the phones or tablets each technician will use (include counts per model)?
• Will technicians need offline access to parts lookup, asset history, and photo attachments while on site? Options: Parts lookup, Asset history, Attachments (photos/docs), All of the above

Integrate Source CRM and Work Order Feed

• Can you provide the work order feed type from your current CRM (REST API JSON, scheduled CSV export, or database replication)? Options: REST API (JSON), Scheduled file export (CSV or XML), Direct database replication, Other — describe
• Should custom work order fields such as SLA priority code, onsite window, and fault code be included in the feed for scheduling decisions? Options: Yes — include SLA code and fault code, Include SLA code only, No custom fields required
• List the CRM identifiers we must map (work order ID, customer site ID, asset tag, billing account) and attach a sample payload for one record.
• Provide the authentication method available for the CRM integration endpoint (API key, OAuth2 client credentials, or other). Options: API key, OAuth2 client credentials, SAML/SSO, Other — specify
• Specify the acceptable propagation latency for new or updated work orders from the CRM into the scheduling engine (seconds/minutes). Options: Near-real time (<30s), Under 5 minutes, Under 30 minutes, Batch daily

Integrate Source ERP for Inventory and Billing

• Identify the ERP inventory endpoints we will use for stock-on-hand and cost (API, SFTP export, or database view). Options: ERP API, Scheduled file export (SFTP), Database view/replication, Other — describe
• Name the ERP fields we must map to the parts master (SKU, unit of measure, cost, reorder point).
• Indicate whether billing integration requires sending charge lines from service completions to the ERP and which document type to create (invoice, credit memo). Options: Create invoice lines, Create service charge journal only, No billing integration at go-live
• Estimate the peak transactions per hour we should provision for inventory lookups during a dispatch surge (use typical value). Options: <100 tx/hr, 100-500 tx/hr, 500-2,000 tx/hr, >2,000 tx/hr
• Confirm who in your organization will approve mapping of ERP cost fields to the platform for parts valuation (role or team).

Sync Parts and Truck Inventory

• Describe the current truck inventory process and source (manual count sheets, scanner upload CSV, ERP van-stock module). Options: Manual count sheets, Scanner upload (CSV), ERP van-stock module, Other — describe
• Which truck-inventory fields must be synced to the platform (SKU, quantity, lot/serial, bin location, last count timestamp)? Options: SKU, Quantity, Serial/Lot, Bin/location, Last count timestamp
• Who owns day-to-day reconciliation of truck inventory and what is the current reconciliation cadence (role and frequency)? Options: Field supervisor — daily, Inventory team — weekly, Technician — per shift, Other — describe
• When are truck counts performed today (start of shift, end of shift, weekly) and which process should we model for go-live? Options: Start of shift, End of shift, Weekly, After each job
• Confirm acceptance criteria for inventory sync accuracy and reconciliation tolerance for go-live (for example, >=98% SKU match and <2% quantity variance). Options: 98%+ SKU match and <2% quantity variance, 95-98% SKU match, Other — define thresholds

Import and Normalize Asset and Parts Data

• How many unique asset records need importing into the platform (approximate count)? Options: Under 10,000, 10,000–100,000, More than 100,000
• How often is your parts master updated in the ERP (daily, weekly, monthly) and which feed should drive normalization? Options: Daily, Weekly, Monthly, Ad hoc/manual
• By whom will you provide canonical mappings between legacy asset IDs and canonical asset tags (role or team responsible)?
• For which asset classes do you require historical service records migrated (examples: meters, HVAC units, transformers)? Options: Meters, HVAC units, Transformers, Other — list
• Within what data-quality tolerance must part attributes be normalized at import (for example 98% unit-of-measure alignment and SKU mapping)? Options: 98%+, 95–97%, Below 95% — requires remediation

Import 90-Day Dispatch History for Engine Testing

• Which systems contain the 90-day dispatch history we will import (legacy dispatch DB, CRM work order history, telematics archive)? Options: Legacy dispatch DB, CRM work order history, Telematics archive, Other — describe
• Which fields must be included in the export used for engine testing (dispatch timestamp, technician ID, parts consumed, travel minutes, job outcome code)?
• Which part SKUs in the historical data should be reconciled to current inventory master to model first-time-fix impact?
• Which technicians, crews, or routes should be excluded from the test dataset (for example, contractors or pilot teams)? Options: Exclude contractors, Exclude pilot/experimental teams, Include all
• Confirm the acceptance criteria for scheduling engine testing using the 90-day history: target technician utilization improvement (%), average drive time reduction (minutes), and first-time fix rate increase (%).

Enable Barcode/QR Parts Scanning

• Which downstream feeds should receive scan transactions in real time (inventory sync to ERP, service ticket update, parts consumption log)? Options: Inventory sync to ERP, Service ticket update, Parts consumption ledger, All of the above
• Which environments should barcode formats and scanning flows be validated in prior to production (development, staging, production)? Options: Development, Staging, Production
• Which devices are permitted for barcode scanning (technician phone camera only, USB handheld scanner model list)? Options: Phone camera only, Dedicated handheld scanners, Both — specify devices
• Do you require offline queueing of scan events with automatic replay when connectivity returns? Options: Yes — queue and replay, No — scans require connectivity, Optional — for specific regions
• Is there a preferred barcode or QR standard you use for parts and assets (for example GS1, internal SKU labels)? Options: GS1 standard, Internal SKU barcode, QR with human-readable SKU, Other — specify

Provision Technician Skill and Certification Profiles

• Do you maintain a technician skill matrix today and can you share the canonical skill codes (examples: HVAC-cert, high-voltage, fiber-splice)? Options: Yes — will provide matrix, No — need to build from job history
• Are certifications time-bound (expiry dates) and must the platform enforce recertification before assignment? Options: Yes — enforce expiry, No — certifications are static, Partial — only for certain skills
• Will you provide bulk mapping of technician IDs to skill profiles or should we derive profiles from 90-day dispatch history? Options: Provide bulk mapping, Derive from history, Combination
• Can you identify which job types (by work order code) require dual-certified technicians or multi-person crews?
• Confirm acceptance criteria for skill-profile coverage at go-live (for example 95% of active work order types mapped to certified technicians). Options: 95% coverage, 90% coverage with remediation plan, Other — define

Enable Technician Time, Parts, and Completion Capture

• List the time capture events required on the mobile app (clock-in, travel start/end, on-site start/end, job complete). Options: Clock-in/out, Travel start/end, On-site start/end, Job complete
• Provide the fields that must be recorded for parts consumption on a job (SKU, quantity, serial number, lot, replacement reason).
• Specify whether technicians should be allowed to backdate time or parts entries and under what approval workflow. Options: No backdating allowed, Backdating with supervisor approval, Backdating allowed within 24 hours
• Identify required completion codes or job outcome codes that feed into SLA and billing (examples: completed-first-visit, scheduled-return, cancelled).
• Indicate whether electronic signatures or customer acceptance photos are required to close a ticket on the mobile device. Options: Electronic signature required, Photo required, None required, Either photo or signature

Integrate Telematics for Location and Drive Time

• Name the telematics vendors or device types you use and whether we can pull historical GPS traces for the 90-day test.
• Indicate the telemetry fields required for drive-time calculation (timestamped GPS points, odometer, trip start/end flags).
• Estimate the acceptable location-update frequency for accurate drive-time calculation (for example, every 30 seconds, 1 minute). Options: 30 seconds, 1 minute, 5 minutes, Custom
• Confirm whether telematics device IDs are mapped to technician IDs today or if we must implement a mapping process. Options: Device mapped to technician, Mapping required before go-live, Partial mapping exists
• Describe any geofencing rules you require for job arrival/departure detection (for example 50m radius around customer site).

Activate SLA Exception Alerts and Reports

• Describe the SLA priority codes and their target windows we must monitor (for example P1 = 4 hours, P2 = 24 hours).
• Which report recipients should receive SLA exception alerts (dispatchers, ops manager, customer success) and by which channel (email, SMS, in-app)? Options: Dispatchers, Ops manager, Customer success, All
• Who will own triage of SLA breaches and the defined escalation path (role and contact method)?
• When should SLA exception alerts be generated relative to breach thresholds (on threshold breach, 15 minutes before breach, other)? Options: On breach, 15 minutes before breach, 30 minutes before breach, Custom
• How should SLA reports be aggregated for executive review (daily digest, weekly trend, by region/team)? Options: Daily digest, Weekly trend, Monthly summary, Custom

Automate Parts Replenishment with ERP

• How many parts SKUs should be included in automatic reorder workflows at go-live (estimate count or percentage of catalog)? Options: Under 1,000 SKUs, 1,000–10,000 SKUs, More than 10,000 SKUs
• How often should replenishment recommendations be pushed to the ERP (real-time, hourly, daily)? Options: Real-time, Hourly, Daily, Weekly
• By whom will reorder approvals be handled in your organization (roles permitted to approve automated POs)?
• For which inventory locations should automatic replenishment be enabled at go-live (van stock, central warehouse, regional depots)? Options: Van stock, Central warehouse, Regional depots, All
• Within what threshold should automatic replenishment act to avoid stockouts (for example maintain 14-day safety stock or reorder when below MOQ)? Options: Maintain 14-day safety stock, Reorder at MOQ, Custom threshold

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Subscription Agreement / Order Form
• Data Processing Agreement (DPA)
• Integration and Data Access Addendum
• KPI Acceptance Criteria & Sign-Off
• Security and Regulatory Compliance Addendum
• Change Order Agreement

• Go-live health check
• First outcomes measurement
• Acceptance gate and formal acceptance
• Operational monthly review
• Quarterly realization review

• Publish the signed acceptance record and the pass/fail determination for each criterion in the shared workspace.
• Confirm data sources and analyses to be used for the acceptance gate measurement.
• Deliver a root-cause analysis for the top three contributors to first-time fix failures.
• Provide corrected parts master export and updated technician skills mapping for a re-run of the optimizer.
• Schedule the next data snapshot and verification window to prepare evidence for the acceptance gate meeting.
• Restate acceptance criteria and numeric targets
• Produce a documented pass or fail decision for each numeric acceptance criterion recorded in Solution Scope.
• Capture the buyer's named signatory decision and publish the formal acceptance record in the shared workspace.
• Confirm the incumbent system decommission approach or formal retention and close the fallback habit risk.
• Quarterly performance review
• If any criteria failed, create a remediation tracker with tasks, expected outcomes, and target re-verification dates.
• Execute the incumbent decommission plan or formalize read-only retention and archive requirements.
• Present last 30 days performance
• Confirm whether technician utilization rate and average drive time are within acceptable variance of Solution Scope targets or require immediate action.
• Ensure the shared channel items are triaged and that high-priority issues have remediation tasks and target dates.
• Close or re-schedule outstanding action items and remove blockers where possible.
• Publish the monthly performance snapshot and a short variance analysis against Solution Scope targets.
• Create tasks for agreed tuning activities and data quality fixes with target completion dates.
• Consolidate high-priority enhancement requests into the short-term backlog for execution planning.
• Validate whether first-time fix rate and SLA adherence percentage meet or are on a sustainable path toward Solution Scope targets.
• Ensure adoption signals are sufficient and surface any systemic barriers to technician usage.
• Produce a prioritized backlog for the next quarter with target timelines for major items.
• Publish the quarterly realization report comparing outcomes to Solution Scope targets and highlighting variance explanations.
• Release the prioritized enhancement backlog for scheduling and resource planning.
• Schedule the next quarterly realization review and interim operational checkpoints.
• Reconfirm success criteria and owners
• Confirm deployment endpoints, data extracts, and integrations are functioning at the expected minimal level for operations.
• Ensure all critical go-live defects are logged with owners and target resolution windows.
• Capture initial adoption signals to inform the first measurement meeting.
• Publish a go-live health report summarizing validations, open defects, and remediation timelines.
• Provide access to week-one usage logs and integration error reports for the analysis run.
• Circulate the prioritized defect list with owners and target resolution dates.
• Present first measurement data
• Determine whether technician utilization rate and first-time fix rate are trending toward the Solution Scope targets or require remediation.
• Agree a prioritized list of corrective actions with resolution timelines to address the top root causes.
• Present outcome data against each criterion
• Diagnose root causes for gaps
• Shared channel triage of issues and enhancement requests
• Adoption and user feedback summary
• Deployment and data migration validation
• Document pass or fail per criterion
• Backlog prioritization for next quarter
• Action item and blocker burn-down
• Prioritize corrective actions
• Early adoption signals and usage patterns
• Confirm timeline to acceptance gate
• Short-term tuning and data fixes
• Blockers and open issues triage
• Formal acceptance decision and signatory capture
• Agree next quarter checkpoints
• Incumbent system wind-down check
• Agree immediate remediation actions
• Agree remediation plan for any failed criteria