Lesson 2: Landing it so it runs without you
16 min read·13 Oct 2026
Module 11 · Lesson 2 · About 40 minutes · Needs: Lesson 1 (the plan and the decision log); Module 3 (the target); Module 9 (the runbook and Rafael's duties)
The situation
Monday 1 June 2026, week 12. On Friday 5 June the pilot ends and you hand the claims triage assistant to Mei and the claims team. Three clerks use it: Joan, Dev and Priti. Six have never opened it. Helen is the interim owner.
On Monday 6 July you come back to ask the question this course is built on: is it still used, without you? On 17 September Carol reports to the board. The Module 3 target stands: 70% of exceptions resolved within 2 working days, from a baseline of 18%, with wrongly paid claims no higher than 3.1%.