Summit FC Academy · Synthetic
Operations
Software does not create accountability. A named owner, a single metric, and a fixed review rhythm do.
One owner. One metric. One review cadence.
If a workflow cannot be named, owned, measured, and reviewed, it will quietly fail between systems.
Accountability
Workflow ownership
| Workflow | Owner | KPI | SLA | Review Cadence | Status |
|---|---|---|---|---|---|
| New inquiry follow-up | Midtown Front Desk | Median first response time | Under 60 min | Daily | At Risk |
| Trial confirmation | Northside Front Desk | Confirmed trials / booked trials | Confirm within 12h | Daily | On Track |
| Post-trial follow-up | Westfield Director | Trial-to-paid conversion | Contact within 24h | Daily | Breached |
| Registration completion | Program Director | Registrations completed / started | Complete within 48h | Weekly | At Risk |
| Payment recovery | Finance Admin | Recovered value / outstanding | First contact within 24h | Twice weekly | At Risk |
| Renewal outreach | Lakeside Coordinator | Renewal rate | Contact 30 days prior | Weekly | On Track |
| Camp capacity review | Marketing | Capacity utilization | Review every 7 days | Weekly | On Track |
Cadence
20-minute Weekly Director Review
Segment 1
What improved
Reviewed against last week's numbers, not opinions.
Segment 2
What slipped
Reviewed against last week's numbers, not opinions.
Segment 3
Revenue movement
Reviewed against last week's numbers, not opinions.
Segment 4
Location exceptions
Reviewed against last week's numbers, not opinions.
Segment 5
Decisions required
Closed with a named owner and a date.
Segment 6
Owners for next 7 days
Closed with a named owner and a date.