Lesson 2: What you take from the engagement
15 min read·13 Oct 2026
Module 15 · Lesson 2 · About 40 minutes · Needs: the engagement's story (Modules 3 to 14); no new tools
The situation
Monday 6 July 2026, one month after handover. You have just run the check. Seven of the nine clerks use the assistant at least once a week, Joan among them. Over the four weeks since handover, 52% of exceptions were resolved within 2 working days: up from 18%, short of the 70% target. Wrongly paid claims did not rise. Mei changed a triage rule on her own, from the runbook, without calling you.
Nadia asks for your own post-mortem of the engagement by Friday. Your next engagement, at a food wholesaler (fictional, added in this lesson), starts on Monday 3 August. This last lesson turns twelve weeks into what you carry there.