---
title: INIT-2026-04 Onboarding cycle-time reduction
slug: improvement-initiatives/init-2026-04-onboarding-cycle-time-reduction
icon: {"lucideIcon":"TimerReset"}
docTags: 
createdAt: 2026-08-18T11:20:09.329Z
---

## ⚠️ Problem statement

The median intermediary onboarding cycle time is 14 working days against a 10-day target; the P90 is 31 days.

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**ℹ️ Operational context**

This charter reflects a live improvement scenario reviewed through the monthly operational governance forum and linked to formal onboarding performance controls.
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## 🧭 Improvement workflow

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Review onboarding performance trend data.
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Validate root causes through file analysis.
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Implement agreed operational countermeasures.
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Update onboarding SOPs and control checkpoints.
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Re-measure cycle-time performance and confirm sustainment.
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## 📊 Background and evidence

Three consecutive scorecard months amber. The KPI definition (see *KPI definition: Intermediary onboarding cycle time*) excludes applicant wait time, confirming the gap is internal operational processing.

## 🎯 Baseline and target

|          | Measure           | Value   | As at   |
| -------- | ----------------- | ------- | ------- |
| Baseline | Median cycle time | 14 wd   | 2026-06 |
| Target   | Median cycle time | ≤ 10 wd | 2026-10 |

## 🔎 Root cause analysis

5-why analysis conducted on the 10 slowest June files.

```mermaid
flowchart TD
  A[14 wd median] --> B[Files wait 4-6 wd at compliance verification]
  B --> C[Screening tool batch runs twice weekly]
  C --> D[Licence bought per-seat, batch mode saves seats]
  A --> E[Second reviewer assigned ad hoc]
  E --> F[No reviewer rota]
```

Verified causes: screening batch cadence (4.2 wd average wait) and missing four-eyes rota (1.8 wd average wait).

## 🛠️ Countermeasures

| Countermeasure                               | Addresses cause | Owner                    | Date       |
| -------------------------------------------- | --------------- | ------------------------ | ---------- |
| Daily screening batch window                 | Batch cadence   | Compliance Ops           | 2026-09-01 |
| Weekly second-reviewer rota in team calendar | Missing rota    | Distribution Ops Manager | 2026-08-25 |

## 🧾 Standardisation plan

Update *SOP: Reviewing intermediary applications* step 4 (screening turnaround expectation) and the *Onboarding checklist* stage 2 notes.

:::ExpandableHeading
### 🧾 Verification and sustainment guidance

Verification should occur using the same KPI definition and measurement window used to establish the baseline. Sustained improvement should be evidenced before formal closure approval.
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## ✅ Verification

Re-read median for the 2026-10 cohort at the November operational governance review.

**Charter owner:** Distribution Operations Manager · **Sponsor:** Head of Distribution · **Forum approval:** 2026-07-14