SERVICE WORKFLOW REVIEW PACK
Plain text worksheets; copy the blank blocks as needed.

FILLED TIMING EXAMPLE — FICTIONAL, NOT A CUSTOMER RESULT
Scope: service time only; travel and breaks excluded from both columns
Visit A: planned 60 min; recorded 75 min; difference +15 min
Visit B: planned 90 min; recorded 80 min; difference -10 min
Visit C: planned 120 min; recorded 180 min; difference +60 min
Totals: planned 270 min; recorded 335 min; difference +65 min
Relative difference: 65 / 270 x 100 = approximately 24.1%
Interpretation: investigate Visit C's scope and records before changing estimates

1. REVIEW PLAN
Question:
Workflow / date range:
Reviewer / participant, if applicable:
Records used and permission:
Task and starting information:
Success criteria:
Known limitations:

2. OBSERVATION — COPY PER ATTEMPT
Task / device / browser:
Start / finish:
Steps observed:
Hesitations / errors:
Prompts or assistance given:
Outcome against success criteria:
Participant's explanation, if provided:
Missing evidence / next check:

3. TIMING LOG — COPY PER VISIT
Job / Visit reference:
Work scope included in both columns:
Planned minutes:
Actual minutes / source of timing:
Actual minus planned:
Scope or access change:
Travel treatment:
Missing or estimated data:
Reason to review this record:

4. DECISION AND FOLLOW-UP
Finding supported by the observations:
What the sample cannot establish:
Change to try:
Owner / due date:
Next review date and cases:
Observed result after the change: