What this brick covers

Every function that supports the business but doesn't build the asset directly, both the outward-facing ones like customer service and broker support, and the internal ones like finance, HR, and legal, brought under one consistent standard of deliverables and KPIs.

This is the brick that decides whether every function knows exactly what "on time" and "done" actually mean, or whether performance only gets judged after the fact instead of managed as it happens.

• No clear KPIs or deliverables defined for support functions
• Customer or broker issues are taking too long to resolve
• Internal functions, finance, legal, HR, aren't running on a predictable cadence
• No consistent leadership or team running day-to-day support functions
• Things are getting done, but nobody can say whether they're on time