# Measure and quality record

Author: Adrian Sutherland  
Edition: Version 1.0  
Prepared: September 2026  
Copyright: © 2005–2026 Adrian Sutherland

Fictional worked record; decisions are proposed and checks are unrun.

## Decision and requirement

MT-M1 would help the service owner assess the time taken to reach an agreed
resolution. MT-Q1 would check whether the team can recover accepted case
ownership correctly.

## Definition and scope

Measure elapsed time from cancellation to confirmed resolution. How time is
counted and the observation period remain to be agreed. Flag missing events;
a handover does not end the clock.

## Baseline and target

The baseline and target are unknown; the fictional trial has not run.
Recovery objectives also require agreement.

## Checks and results

MT-Q1 expects the team to reconcile restored C42 ownership before resuming
work. The check has not run, so there is no actual result.

## Interpretation and change

Separate time spent waiting for learners, partners and an accepted owner.
Retain the workload and changes to the method with the results. The example
has not established a benefit.