Intra-Day Accountability Process

Purpose

Ensure technicians stay on track with ticket progress throughout the day. Intra-day checkpoints (11am, 2pm, 4pm) create short accountability cycles so tickets don’t stall, SLAs are met, and clients receive timely updates.

When

• Every business day.

• Checkpoints at 11am, 2pm, and 4pm.

Technician Responsibilities

• At Standup: Commit to accountability targets for specific tickets.

• By 11am / 2pm / 4pm:

  • Update tickets with progress notes (BLUF format).

  • Change ticket status if required (In Progress → Awaiting Customer, etc.).

  • Confirm blockers in the ticket if unable to progress.

• Communicate: If a target is at risk, notify the manager before the checkpoint.

Manager Responsibilities

• At Each Checkpoint:

  • Review accountability targets set at standup.

  • Verify tickets were updated or resolved on time.

  • Follow up directly with technicians who missed targets.

• Escalation:

  • If targets are repeatedly missed, address in 1:1 coaching.

  • Escalate persistent issues into performance management if required.

Process Flow

1. Targets set in the morning standup.

2. Technician works toward first target (11am).

3. At each checkpoint:

   • Ticket is updated.

   • Manager verifies.

   • Blockers escalated if needed.

4. Repeat cycle for 2pm and 4pm.

5. End of day wrap-up → unresolved tickets carry into next standup.

Rules

• Every ticket discussed in standup must have a target linked to a checkpoint.

• Tickets without updates at a checkpoint are flagged immediately.

• Blockers must be visible in the ticket, not just verbal.

Outcomes

• Technicians stay focused on a small set of clear goals each day.

• Managers get real-time visibility on ticket progress.

• Clients see faster updates and better communication.

• Tickets move forward instead of stalling.

Key Principles

• Short cycles build momentum.

• Accountability only works if verified.

• Escalate blockers quickly to maintain flow.