Outcome Specification — Inbound Lead First-Response
Pain Statement
STAGE · PAINInbound inquiries arrive across phone, web form, and quote request, then land in three uncoordinated places — a shared inbox, a spreadsheet, and individual phones. No owner is assigned on arrival, so first response depends on whoever happens to notice. At baseline, only 62% of qualified inbound received a logged first response inside the 15-minute window during business hours; the remaining 38% slipped the window or were never contacted, with no record of who was responsible.
Required Outcome
STAGE · SPECIFICATIONA single, testable target. Everything downstream — controls, evidence, verification — exists to satisfy this sentence.
Acceptance Criteria
STAGE · SPECIFICATION| ID | Requirement | Threshold | Measurement | Evidence Source | Result |
|---|---|---|---|---|---|
| AC-01 | First-response time. Logged outbound contact after capture. | ≥95% ≤15min | Δ capture→first outbound timestamp | Response log | PASS · 96.4% |
| AC-02 | Ownership. Accountable owner assigned on capture. | 100% ≤2min | Assignment event present | Assignment log | PASS · 100% |
| AC-03 | Stale escalation. No-response items escalate to supervisor. | 100% @60min | Escalation event fired | Escalation log | PASS · 100% |
| AC-04 | AI approval gate. Drafted outreach reviewed before send. | 100% approved | Approver ID on every send | Approval audit trail | PASS · 100% |
| AC-05 | Terminal status. Every inquiry closed with a reason. | 100% closed | Status = terminal + reason | Status ledger | VARIANCE · 98.2% |
AC-05 variance: 7 of 412 inquiries (1.8%) remained in a non-terminal "awaiting client info" state past the review window. Severity Medium, no revenue at risk. Corrective action CA-014 — add a 72-hour auto-close-with-reason rule — assigned to Revenue Ops Lead, due v1.3.
Pass / Fail Logic
STAGE · SPECIFICATIONPASS ⇐ ALL critical criteria { AC-01, AC-02, AC-03, AC-04 } = PASS
AND no open variance of severity ≥ HIGH on any criterion
FAIL ⇐ any critical criterion = FAIL OR any HIGH-severity variance open
# Evaluation 24 Mar 2026:
critical = PASS ✓ · open variance = MEDIUM (AC-05, CA-014 assigned)
→ VERDICT: PASS (monitored variance, re-verify at v1.3)
Control Linkage — FMEA Extract
STAGE · CONTROLEach acceptance criterion is backed by a control that drives a known failure mode's risk priority number (RPN = S×O×D) into the acceptable band. Extract from the Day-3 FMEA worksheet.
| FM | Failure Mode | S·O·D | RPN | Control | Residual | Links |
|---|---|---|---|---|---|---|
| FM-01 | Inbound captured but never assigned | 8·6·7 | 336 | Auto-assign on capture + 2-min unassigned alert | 32 | AC-02 |
| FM-02 | Assigned, but response window missed | 7·7·6 | 294 | 15-min SLA timer → auto-escalation | 28 | AC-01·03 |
| FM-03 | AI sends incorrect / off-policy message | 9·4·8 | 288 | Human-in-the-loop approval gate before send | 36 | AC-04 |
Evidence Requirement
STAGE · EVIDENCEEvery state change writes an immutable, append-only record to the evidence dashboard. A claim is only "verified" if its evidence field is populated and timestamped.
- Record ID + channel of origin
- Capture timestamp (source-of-truth clock)
- Assigned owner + assignment timestamp
- First-outbound timestamp + actor
- AI draft ID + approver ID + decision
- Escalation events + recipient
- Terminal status + structured reason code
- Retention: 400 days, append-only
Verification Record
STAGE · VERIFIED OUTCOMEObserved performance over the 14-business-day window (n = 412 qualified inbound), measured against baseline and target.