B
Brava Operating View — Summit Insurance
Cycle: Focus Cycle — Month 2 • Primary Focus: Time & Workflow Waste
Status: Improving
Win Target: 20% faster client response
Next Evaluation: Mar 05, 2026
Last updated: Feb 13, 2026
Access level: Company
Your input is anonymous (Company tab)
How Brava works (pilot)
Brava is a monthly operating system that turns anonymous employee signal into clear execution.
- Evaluation → we collect real signal across key categories.
- Focus → we pick one primary focus that will move the business in 30 days.
- Objectives → employees + leadership each get simple actions.
- Tracking → we show progress without blame, and stabilize improvements month to month.
Note: Individual responses are never shared. We translate responses into patterns.
Monthly Objectives (Month 2)
Primary Focus: Time & Workflow WasteA1) This Month’s Focus
Why it matters: Most workload stress at Summit is coming from delays, rework, and unclear handoffs — not “lack of effort.”
What we’re improving: Faster decisions + cleaner handoffs so client work moves without stoppages.
What this means (details)
Patterns we’re seeing + what needs to change
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What this means (details)
Patterns we’re seeing + what needs to change
What we’re seeing
- Work pauses waiting on approvals and “who owns this?” moments
- Rework from missing info in submissions
- Too many follow-ups to get the next step scheduled
What needs to change
- Clear ownership per request type
- Standard “handoff checklist” before sending work
- Decision turnaround targets (same-day for simple items)
How employees help
- Use the handoff checklist every time
- Escalate blockers within 24 hours (no silent waiting)
- Clarify ownership before starting work
How leadership supports
- Set approval lanes + response times
- Protect “no-interruption blocks” for processing
- Fix repeat friction points (not just patch them)
Success looks like
- Fewer stalled requests waiting for decisions
- Less rework from missing info
- Client response time improves week-over-week
A4) This Month’s Win Target
Win target: Improve client response speed by 20% while reducing “stuck work” interruptions.
Progress: On track (Week 2 checkpoint shows fewer stalled handoffs)
How we’ll measure this
What counts + what might prevent it
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How we’ll measure this
What counts + what might prevent it
What counts as a win
- Average first response time decreases
- More requests completed “same-day”
- Rework rate drops
Risks
- Approvals still slow or inconsistent
- Checklist not used consistently
- Ownership unclear on edge-cases
What employees do
- Use checklist + include all info before handoff
- Escalate blockers (don’t wait silently)
- Close loops: confirm next step + owner
What leadership does
- Decision lanes + response time standards
- Remove recurring friction points
- Weekly visibility review (10 minutes)
A2) Employee Objectives (this month)
3–5 objectives max. Simple. Clear. Trackable.
1) Use the “Handoff Checklist” every time
Before you pass work to another person/team, confirm the required info is included.
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1) Use the “Handoff Checklist” every time
Before you pass work to another person/team, confirm the required info is included.
Day-to-day
- Attach needed docs / notes / next step
- Write “Owner + deadline” in the message
- Confirm the receiving person acknowledges it
Common mistakes
- “Sending it over” without the full context
- No owner assigned
- No due date or urgency clarity
If blocked
- Ask: “Who owns the decision?”
- Escalate after 24 hours without movement
Success looks like
- Fewer “back-and-forth” messages
- Less rework from missing info
2) Escalate blockers within 24 hours
If something is stuck, raise it early so it doesn’t silently stall.
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2) Escalate blockers within 24 hours
If something is stuck, raise it early so it doesn’t silently stall.
Scenarios
- Waiting on approval
- Missing customer info
- Tool/system issue
What to do
- Tag the right owner + request a decision time
- If no response: use escalation channel
3) Close the loop on next steps
Every request ends with: next step + owner + time expectation.
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3) Close the loop on next steps
Every request ends with: next step + owner + time expectation.
Checklist
- What’s the next step?
- Who owns it?
- When should it happen?
Success looks like
- Less “who’s doing this?” confusion
- Fewer dropped requests
A3) Company Objectives (leadership actions)
What leadership is doing so the system actually improves (not just “try harder”).
1) Create “Decision Lanes” (who approves what)
Clear ownership + response time standards for approvals.
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1) Create “Decision Lanes” (who approves what)
Clear ownership + response time standards for approvals.
What problem it solves
- Work stalling in “approval limbo”
- Conflicting decisions
What you’ll notice
- Fewer stuck items
- Faster yes/no decisions
Timeline
- Week 2: publish lanes
- Week 3: enforce and refine
Success looks like
- Same-day approvals for simple items
- Reduced rework
2) Protect “Processing Blocks” (focus time)
A daily protected window for deep work (reduces chaos + errors).
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2) Protect “Processing Blocks” (focus time)
A daily protected window for deep work (reduces chaos + errors).
Implementation
- Each team picks a consistent 60–90 min block
- Non-urgent interruptions pause
What you’ll notice
- More completed work per day
- Less rework and rushing
Progress & Tracking
Visual + motivatingB1) Business Health Snapshot
Overall status: Improving
Trend vs last month: Up
What’s improving: Fewer stalled handoffs and clearer ownership in client service requests.
B6) What Changed Since Last Evaluation
Observed changes (no blame):
- More consistent “who owns next step” clarity
- Fewer repeated follow-up pings needed for basic requests
- Some teams still seeing approval delays on edge cases
- Meetings are slightly shorter and more decision-focused
B2) Category Tracking Grid
Burnout & Turnover
Watch →
Target: Sustainable weeks and safe time-off culture
Signal: “Borderline workload” + tired/behind sentiment
Leadership Trust
Watch ↑
Target: Clear priorities + consistent follow-through
Signal: “Mostly clear” but priorities shift during busy weeks
Time & Workflow Waste
Needs attention ↑
Target: Clean handoffs + fast decisions
Signal: Approvals + rework = main friction points
Customer Experience
Healthy →
Target: Consistent experience and fast resolution
Signal: Mostly consistent, occasional delays from internal friction
Wasted Spend
Healthy →
Signal: Some unused tool overlap, not severe
Comp & Growth
Watch ↓
Signal: Raises path “somewhat clear” + recognition inconsistent
Missed Revenue
Watch →
Signal: Opportunity leakage when response time slips
Operational Risk
Watch →
Signal: Hero effort spikes during peak volume weeks
B3) Company Health Shape (Radar)
Overlay: Current month vs Baseline (fake demo values)
B4) Progress Trend (Overall + Focus)
Overall health trending up; focus category improving from baseline.
Friendly Company Scorecard (Employee-safe)
No dollars • behavior-based
Clarity Score
Status: Improving ↑ • Helps: Confirm owner + next step every handoff.
Workflow Smoothness
Status: Needs attention ↑ • Helps: Use checklist to prevent rework.
Support & Communication
Status: Stable → • Helps: Escalate blockers early, respectfully.
Focus & Workload Balance
Status: Watch → • Helps: Protect processing blocks and avoid pile-on work.
Meeting Effectiveness
Status: Improving ↑ • Helps: Meetings end with decisions + owners.
Customer Friction Signal
Status: Healthy → • Helps: Faster response + fewer internal delays.
C2) How you can move the score this month
1) Use the handoff checklist • 2) escalate blockers within 24 hours • 3) close loops with owner + next step • 4) keep meetings decision-based • 5) protect deep-work blocks where possible.
The Playbook (employee clarity)
Simple standardsD1) How we’re operating this month
Operating standard: Every request gets an owner + next step + timeframe.
Expected behavior: Escalate blockers early (24 hours).
Avoid this: Silent waiting or “someone will handle it” handoffs.
D2) FAQ
- Why Brava exists: to improve how the business runs using real signal.
- Anonymity: individual responses are never shared — only patterns.
- How often: evaluations run on a monthly/quarterly cadence.
- Who sees what: employees see operating view; owner sees full risk/value.
Optional Recognition
Team wins
Team win of the month
“Client service handoffs are cleaner — fewer dropped balls and less back-and-forth.”
Shout-outs
Claims team for closing loops; CSR team for using the checklist consistently; managers for faster approval turnaround on simple items.
Management Tab — Month 2 Execution
Focus: Time & Workflow WasteA) Monthly Focus Execution Plan
- Signal: approvals + unclear ownership + rework are the main bottlenecks.
- Why it matters: delays create stress + customer lag + error rates.
- Failure mode: “hero effort” covers issues until people burn out.
- Success in 30 days: fewer stuck items + faster responses + less rework.
Manager responsibilities vs Leadership
- Managers: enforce handoff standard, escalate blockers, run weekly check-in.
- Leadership: decision lanes, approval turnaround standards, remove recurring friction.
Week 1 — Install standards Runnable Show more
- Objective: everyone uses “owner + next step + timeframe.”
- Meeting prompts: “Where did work stall last week?” “What needs a lane?”
- Document: top 5 stuck items + owner + reason.
- Enforce: handoff checklist required on all transfers.
- Done looks like: fewer “who owns this?” messages.
Week 2 — Clean approvals Runnable Show more
- Objective: simple approvals become same-day.
- Escalation: if blocked 24 hours, post in escalation channel.
- Resistance script: “This is not blame — it’s to protect flow.”
- Done looks like: fewer stalled client requests.
Week 3 — Reduce rework Runnable Show more
- Objective: missing info drops by standardizing intake.
- Document: top 3 recurring rework reasons and fix path.
- Done looks like: fewer “send it back” loops.
Week 4 — Lock the wins Runnable Show more
- Objective: make the standard stick.
- Manager action: quick audit of 10 handoffs (pass/fail).
- Done looks like: stable flow even in a busy week.
D) Department Tracking Blocks
What’s stuck • what’s nextClient Service
- Status: Improving
- Top blocker: approvals on exceptions
- Current action: decision lane mapping
- Next action: same-day rule for simple approvals
Claims
- Status: Stable
- Top blocker: missing intake info
- Current action: checklist enforcement
- Next action: intake template v1
E) Escalation & Ownership Map
Don’t let it stall- Severity 1 (Same-day): client-impacting delay → escalate within 2 hours.
- Severity 2 (24 hours): internal blocker → escalate next business day.
- Severity 3 (Weekly): recurring friction point → add to weekly fix list.
Owner Tab — Executive View
Month 2 • Focus: Workflow WasteA) Executive Summary
- Business health: Improving
- Top risks ranked: (1) workflow stalls (2) burnout spikes (3) comp/growth clarity
- Why this focus: approvals + rework are creating hidden cost + customer lag
- Success (30 days): faster response + fewer stalled items + less rework
B) Priority Risk Ranking (top 3)
- 1) Workflow stalls: approval ambiguity + decision latency
- 2) Burnout spikes: hero effort during peak volume
- 3) Growth/recognition: inconsistent reinforcement creates drift
E) Value Scoreboard (Owner only)
Directional pilot estimates
Estimated Time Recovered
18–26 hrs/month ↑ (less rework + fewer follow-ups)
Confidence: Medium
Confidence: Medium
Estimated Cost Avoided
$2.4k–$4.1k/month ↑ (time + errors)
Confidence: Low–Med
Confidence: Low–Med
Productivity Signal
Up ↑ (more same-day completions)
Burnout Risk Trend
Improving ↑ (stress driven by friction is easing)
Retention Risk Trend
Watch → (stable but needs reinforcement)
Manager Effectiveness
Improving ↑ (standards being enforced more consistently)
Customer Friction Trend
Improving ↑ (response time tightening)
Revenue Leakage (optional)
Watch → (slips happen when response lags)
Method Notes
- These values are directional during pilot (confidence improves with tracking).
- We estimate recovered time by reduction in rework + follow-up cycles.
- As we log response times and rework causes, accuracy increases.
D) Focus Plan (30-day) — Owner Decisions
What to decide- Decision 1: Approvals “lane map” + default decision time (same-day simple approvals).
- Decision 2: Protect processing blocks (reduce interruptions that drive errors).
- Decision 3: Enforce the handoff checklist as a non-negotiable standard.
Strategist Tab — Internal Operating System
Summit Insurance • Month 2A) Client Snapshot
- Org: 30 people (1 owner, 3 managers, 26 employees)
- Champions: Ops Manager + CSR Lead
- Constraints: peak-season volume spikes; approvals historically centralized
- Sensitive note: keep messaging neutral; patterns only
B) Evaluation Inputs (Manual Bridge)
- Latest eval date: Feb 10, 2026
- Responses: 24/30 (80%)
- Themes: approvals slow, rework loops, ownership unclear on edge cases
Mapping logic (pilot):
- Workflow Waste = Needs attention if >35% report “Rough/Broken”
- Trust = Watch if priorities “Mostly clear” + follow-through “Usually reliable”
- Burnout = Watch if “Borderline/Heavy” >40%
C) Focus Decision Log
Why this focus- Chosen focus: Time & Workflow Waste
- Why: It’s the upstream driver of stress + customer lag + rework cost.
- Alternatives considered: Burnout (secondary) and Leadership Trust (secondary).
- Background watchlist: Comp/Growth clarity; retention signals in managers.
D) Implementation Playbook (Week-by-week)
Scripts + promptsWeek plan
- W1: install standards (owner + next step + timeframe)
- W2: publish decision lanes + escalation rule
- W3: reduce rework (intake template v1)
- W4: lock wins with audits + reinforcement
Scripts (quick)
- Owner check-in: “What’s stuck and why? What decision can we make today?”
- Manager script: “No blame. We’re protecting flow and removing friction.”
- Employee msg: “Owner + next step + timeframe is the new default.”
Barrier Handling
- Red flag: leadership doesn’t enforce approval lanes → remind + document + escalate.
- Pivot logic: if approvals don’t improve by Week 3, tighten lane definitions and simplify exceptions.
- If follow-through fails: shift to “visibility pressure” (weekly stuck list to owner).
F) Delivery Checklist
Cadence- Month start: publish focus + objectives + win target
- Mid-month pulse: check adoption + stuck list + risks
- Month end recap: wins + what changed + next month recommendation
- Quarterly refresh: deeper measurement + reset targets