T72 Pilot report from the run record
Pilot report from the run record
What the Oakridge maintenance triage pilot actually ran, set against the success criteria agreed at kickoff: how many requests it handled, what needed a person, what it could not do and what is still open. Prepared by Sam Okoro, lead consultant at Fernway Automation, for Diane Foster, operations director at Oakridge Property Management. Every figure comes from six weeks of run records, exceptions and approvals that Diane can open and inspect herself. Issued Monday, October 12, 2026, one day after the pilot closed.
Sample template: the firm, people, clients and figures are fictional, and the embedded view holds synthetic sample records.
Where the 1,032 requests went
Oakridge manages 2,400 units. Between August 31 and October 11 every request that reached the maintenance request inbox was run against the same triage rules for six request types, agreed at kickoff on August 10. The six-week totals were counted after the pilot closed on October 11. They come from the run record and are rounded to the percentages above.
pie showData
title 1032 requests by outcome
"Completed within the rules" : 836
"Needed a person" : 144
"Out of scope" : 52
What needed a person is not one problem. The run record was logged in batches, and the exception log names the patterns behind them. The last row is the balance of the six-week totals.
| Period | Requests | Needed a person | What the exception log shows |
|---|---|---|---|
| Weeks 1 and 2 (Aug 31 to Sep 13) | 214 | 43 | Runs stopped at a draft where after-hours dispatch was outside the approved scope |
| Week 3 (Sep 14 to 20) | 231 | 36 | 19 unmatched unit numbers: photos but no unit number, so no property match |
| Week 4 (Sep 21 to 27) | 248 | 31 | Business hours; the 31 are spread across steps |
| Week 4 after hours (Sep 21 to 27) | 42 | 5 | 37 routed to the on-call coordinator, 5 held as possible emergencies |
| Weeks 5 and 6 (Sep 28 to Oct 11) | 297 | 29 | Balance of the six-week totals, counted after close |
In the first fortnight 171 of the 214 requests completed within the rules. Vendor dispatch for after-hours requests was outside the approved scope, so those runs stopped at a draft until Diane approved after-hours routing to the on-call coordinator on September 16 and kept vendor dispatch as a step that waits for her approval.
Live example from the Dashboards app, shown with Oakridge Property Management's demo data. Block dates move forward each week, so they can differ from the sample dates on this page.
Success criteria agreed at kickoff
Five criteria were agreed on August 10. The status column reports the evidence, not a verdict on the pilot: three are met, one is partly met and one has no evidence yet.
| # | Criterion | Target | Result from the run record | Status |
|---|---|---|---|---|
| 1 | Triage completed within the agreed rules | At least 75 percent of requests | 81 percent (836 of 1,032) | |
| 2 | Faster first triage in business hours | Median at least 50 percent faster than baseline | Median 18 minutes against a 3 hour 40 minute baseline taken from June and July inbox timestamps | |
| 3 | Every run recorded against a permission | 100 percent of runs | 1,032 of 1,032 recorded with identity, scope, time and result | |
| 4 | Requests matched to the right property and unit without a person | At least 95 percent | 19 runs in week three stopped at matching. The tenant form has required a unit number since Sep 28; the two-week count was taken on Oct 12 and is not yet reviewed | |
| 5 | Faster first triage after hours | Median at least 50 percent faster than the after-hours baseline | After-hours routing is running, but no after-hours baseline exists, so no comparison can be made |
How far each criterion has moved toward its target:
Live example from the Dashboards app, shown with Oakridge Property Management's demo data.
What the pilot could not do
After-hours response time. The report cannot state a change in after-hours response, because the baseline only covered business hours. Sam Okoro reported business-hours response only and listed after-hours response as an open question. Consequence: criterion 5 stays without evidence, and a second phase cannot be scoped on after-hours claims.
After-hours vendor dispatch. Dispatch outside business hours was outside the approved scope, so those runs stop at a draft and wait for Diane Foster's approval. Nothing is dispatched to a vendor without it.
Requests with photos but no unit number. Nineteen runs in week three (Sep 14 to 20) failed at the same step because the tenant form does not require a unit number. Fixing them by hand would have hidden that. Sam logged the pattern as a design exception, and Diane agreed to make the unit number required on the tenant form. The change went live on Sep 28. The two-week count was taken on Oct 12 and has not yet been reviewed with Diane, so this report does not state whether unmatched requests have dropped.
Recommendation, not a finding
Fernway recommends that no second phase is scoped until an after-hours baseline is agreed and Diane has reviewed the two-week count on the new tenant form. This report does not declare the pilot a success or a failure. The criteria table is the record, and what to do with it is Diane's decision.
Exceptions behind the report
The board groups every logged pilot exception by status: Exception open means no fix is agreed yet, Assigned means an owner is working on it, Resolved means the fix is confirmed, and Out of scope means the sponsor agreed the pilot will not do it. Oakridge has seven cards on it; the two still in Exception open, duplicate leak reports and large photo attachments, change the estimate for any second phase.
Before you share this page with a client
This sample board holds exceptions for several clients, including Harrow Valley Clinics and Bluefin Insurance Brokers. Switch the embed to a view filtered to Oakridge Property Management before you send this page to Diane Foster or anyone at Oakridge.
Open questions
- Decide whether the managed-service proposal goes ahead, after the checklist review on Oct 13. Owner: Diane Foster with Sam Okoro.
- Log the unit number pattern as a design exception instead of fixing the 19 runs by hand. Owner: Sam Okoro, done.
I can take this into a budget conversation because I can open the same record Sam used. The after-hours gap is the thing I most want closed before anyone talks about a second phase.
Prepared and reviewed by
How to use this template
Build one report per pilot, from the run record and the criteria agreed at kickoff, within a week of pilot close. Report what ran, not what was hoped.
| Variable | Meaning | Required |
|---|---|---|
{{client.name}} | Client organization the pilot ran for | Required |
{{sponsor.name}} | Client sponsor who receives the report | Required |
{{pilot.period}} | Dates the pilot ran, first to last request | Required |
{{run.total_count}} | Requests handled in the period, from the run record | Required |
{{run.outcome_split}} | Counts completed within the rules, needing a person and out of scope | Required |
{{criteria.rows}} | Criteria agreed at kickoff with target, result and status | Required |
{{exception.summary}} | What the pilot could not do, with cause, owner and consequence | Required |
{{question.open_list}} | Open questions with owner and date | Optional |
If a required value is missing, show Needs review in its place and hold the report; never fill it with a guess. If the run record cannot be read, show Unavailable instead of the figures.
The live Dashboards blocks on this page show the Oakridge Property Management demo profile. Point each block at your own client's profile, or remove it, before you share the page. Filter the embedded view to the same client as well.