**Northbridge Services – Scheduling Pilot: Management Summary**

**1. Decision required/status:** Management must decide by September 21 whether to authorize a four-week scheduling-system pilot at East branch. No pilot, purchase, or rollout is currently approved ("Decision requested"). Suggested start is September 28, contingent on authorization and completion of access controls. A November full rollout is only a Sales discussion point, not a commitment.

**2. Key operational facts and costs:** In August, East logged 240 visits with 18 missed arrival windows; West logged 160 visits with 8 missed windows — a combined 26/400 (6.5%), not the rounded 7% cited in an earlier slide ("Current operations"). East dispatchers estimated (not measured) 34 staff-hours/week on scheduling; West's time was not tracked. A 20% reduction in East scheduling effort is a target, not a result. Vendor pricing: $900 setup + $480/month (up to 12 users), plus $300 training (per the September 14 correction, superseding an earlier note that said training was included). Full first-month cost (setup + service + training) is estimated at $1,680 pre-tax; Finance has reserved $2,000 provisionally, not as spending authority ("Vendor proposal and corrections").

**3. Risks/open questions:** No signed contract or cancellation terms exist. IT has not validated role-based permissions, export formats, or deletion procedures. A synthetic-data import test failed on 7/50 records (date-format issues); a fix is proposed but unretested. No causal analysis exists for missed windows, and no owner or baseline has been set for customer satisfaction measurement ("Technical readiness and risks"; "Owners and next steps").

**4. Next actions:** Maya Chen (Operations) – staffing plan by Sept 18; Luis Ortega (IT) – retest permissions/import by Sept 19; Priya Shah (Finance) – obtain cancellation/pricing terms by Sept 18; Management – go/no-go decision by Sept 21.