⚓ Interactive demonstration · Stonebridge Learning Group is a fictional organisation — all data illustrative
Service Overview — April
One view of the managed service: SLA performance, live volume, and where attention is needed. This is what "your team accountable for outcomes, not production logistics" looks like.
98.6%
SLA compliance (month)
▲ +1.2 pts vs March
147
Deliverables completed
▲ +18 vs March
2.1%
Rework rate
▼ down from 3.4%
11.4 days
Avg. turnaround (std. course unit)
▼ from 14.2 at transition
SLA performance against target
On-time delivery
Target ≥ 95%
97.9%
First-pass quality acceptance
Target ≥ 92%
95.8%
WCAG conformance at handover
Target 100% of flagged items resolved
100%
Intake response (scope confirmed)
Target ≤ 3 working days
3.2 days
Attention required
| Watch | Intake response marginally over target — two large scoping requests landed in the same week. Additional ID assigned for May. |
| Action | Legacy estate batch 6 — 14 Flash-era modules have undocumented source files. Reconstruction approach agreed; +4 days on batch schedule. |
| Note | Volume forecast — Stonebridge Q3 launch calendar adds ~22% volume in July–Aug. Within contracted flex band; no commercial change needed. |
Live workstreams
| Workstream | In production | This month | Progress | Status |
|---|
| New course production | 9 courses | 4 delivered |
| On track |
| Content refresh cycle | 31 modules | 26 delivered |
| On track |
| Accessibility remediation | 112 assets | 96 delivered |
| On track |
| Legacy estate modernisation | Batch 6 of 11 | — |
| +4 days |
| Learner operations | Steady state | 1,840 tickets |
| In SLA |
Structured Intake Queue
Every request enters through one defined route. Scope, priority, timeline, and quality standard are agreed before production begins — no ad-hoc email requests, no unclear ownership.
📨
Request received
Portal / agreed route
🤝
Scope agreed
Standard + timeline confirmed
⚙️
In production
Owned by Helm team
📦
Delivered
QA evidence attached
Current queue
| Ref | Request | Requested by | Type | Stage | Priority |
|---|
| SB-0412 | Leadership programme — 6-module build from SME decks | L. Okafor, Programme Lead | New production | Scoping | High |
| SB-0413 | Compliance suite annual refresh (14 modules) | R. Hartley, Compliance | Refresh | Scope agreed | Medium |
| SB-0414 | Onboarding video set — captioning + audio description | M. Devlin, People Ops | Accessibility | Scope agreed | Medium |
| SB-0415 | Legacy estate batch 7 — nomination list confirmation | Service plan (scheduled) | Modernisation | Scoping | Planned |
| SB-0416 | Assessment bank — 240 items across 8 courses | L. Okafor, Programme Lead | Derivative | Scoping | Medium |
What "scope agreed" includes
| 📐 Deliverable specification | Format, length, interactivity level, platform packaging, source material inventory |
| 🎯 Quality standard | Stonebridge style guide v4.2 · WCAG 2.2 AA · assessment validity rules |
| 📅 Timeline & milestones | Confirmed against contracted turnaround bands and current pipeline load |
| 👤 Single point of accountability | Named Helm workstream lead — not a pool, not a ticket queue |
Production Pipeline
End-to-end production owned by the Helm team — consistent specialists, documented standards, AI-enabled where it improves throughput, always under human quality gates.
38
Items in production
Across 5 workstreams
12
Specialists assigned
ID · authoring · media · QA · accessibility
41%
AI-assisted task share
▲ from 26% at transition
100%
AI output human-reviewed
Governance gate — no exceptions
Pipeline — selected items
| Item | Workstream | Stage | AI assist | Due | Status |
|---|
| Data Essentials L2 — 4 modules | New production | Authoring (Storyline) | First-pass draft | 22 Apr | On track |
| Compliance refresh — modules 1–7 | Refresh | SME review returned | Delta detection | 25 Apr | On track |
| PDF estate batch 12 — 240 docs | Accessibility | Remediation | Tagging + alt-text draft | 30 Apr | On track |
| Flash batch 6 — 14 modules | Modernisation | Rebuild (HTML5) | — | 09 May | +4 days |
| Customer Service induction — video set | New production | Media production | Caption draft | 28 Apr | On track |
| Assessment bank tranche 3 — 90 items | Derivative | Editorial review | Item generation | 24 Apr | On track |
Where AI is applied — and where it is not
| AI-assisted (human-gated) | Human-only |
|---|
| First-pass drafting · delta detection on refresh · alt-text and caption drafts · accessibility pre-checks · assessment item generation · metadata tagging |
Instructional design decisions · editorial sign-off · SME-facing review · quality gate approval · anything client-policy-restricted |
Every AI-assisted output is reviewed by a named specialist before it moves stage. AI assist share is reported monthly — throughput benefit is evidenced, not assumed.
Quality & Accessibility — Embedded, Not End-Stage
WCAG checks, editorial review, and standards alignment run throughout production. Issues are caught where they are cheapest to fix — not at audit.
95.8%
First-pass acceptance
▲ target 92%
312
WCAG issues caught in-flight
Resolved pre-delivery
0
Compliance escapes (12 mo)
No post-delivery WCAG findings
4.7/5
Stakeholder QA rating
▲ quarterly survey
Quality gates in every build
| 1 | Standards check at scope — style guide, WCAG level, assessment rules confirmed before production |
| 2 | In-flight review — editorial and accessibility checks at each stage transition, not at the end |
| 3 | Pre-delivery QA — functional, editorial, accessibility, platform packaging |
| 4 | Evidence pack — every deliverable ships with its QA record and WCAG conformance evidence |
WCAG issue profile — April (caught in-flight)
| Missing/weak alt text |
| 118 |
| Colour contrast |
| 74 |
| Heading structure |
| 52 |
| Keyboard navigation |
| 38 |
| Caption/transcript gaps |
| 30 |
All 312 resolved before delivery. Trend data feeds back into authoring standards — alt-text issues down 34% since January.
Monthly Service Report — April
What was delivered, how fast, to what standard, and what improves next. Leadership visibility without chasing anyone.
Headlines
| ✅ | 147 deliverables completed across 5 workstreams — 97.9% on time, 95.8% first-pass acceptance |
| ✅ | Accessibility remediation ahead of annual plan — 71% of estate complete vs 64% planned |
| 📈 | Turnaround improvement — standard course unit now 11.4 days, down from 14.2 at transition (Month 1) |
| ⚠️ | Legacy batch 6 +4 days due to undocumented Flash source — recovery plan in place, no downstream impact |
| 🔁 | Q3 volume rise (~22%) forecast from Stonebridge launch calendar — within contracted flex band |
12-month trend — turnaround (days, standard course unit)
| Transition (M1) |
| 14.2 |
| Month 2 |
| 13.1 |
| Month 3 |
| 12.0 |
| Month 4 (now) |
| 11.4 |
Continuous improvement — agreed for May
| 1 | Additional instructional designer on intake to bring scoping back under 3 days |
| 2 | Extend AI-assisted delta detection to the compliance refresh workstream (evidenced 22% cycle gain on pilot) |
| 3 | Quarterly service review — 14 May, with Year 2 volume band reforecast |
The point of all of this
Stonebridge's L&D team has not chased a deliverable, coordinated a freelancer, or assembled a status report this month. They set the standards, approve the outcomes, and spend their time on learning strategy. The production logistics are ours — measured, reported, and continuously improving.
