Intermediary onboarding cycle time
📘 Definition
Working days elapsed from Stage 1 (Intake) complete to Stage 4 (Activation) complete on the intermediary onboarding checklist, per intermediary, reported as a monthly median and 90th percentile.
Attribute | Value |
|---|---|
Owner | Distribution Operations Manager |
Source | CRM onboarding task timestamps |
Reported | Monthly, on the Distribution scorecard |
Target | Median ≤ 10 working days |
Tolerance | Median ≤ 15 amber; > 15 red; P90 tracked, no RAG |
🧮 Formula
cycle_time = working_days_between(stage1_complete_at, stage4_complete_at)
Working days per the company calendar; the clock starts only when Stage 1 is complete — time spent waiting for the applicant to supply missing intake documents is therefore excluded by design.
ℹ️ Control note
Cycle time monitoring depends on checklist timestamps being completed contemporaneously within the onboarding workflow.
🧾 Inclusions and exclusions
- Included: every intermediary activated in the reporting month.
- Excluded: declined applications (they never reach Stage 4), reactivations of previously deactivated intermediaries.
- Clock pauses: none. Compliance escalations and remediation count inside the cycle — slow escalation paths are precisely what the measure exists to expose.
📊 Why median, not mean
One stuck application can move a mean by days; the median with a visible P90 shows both the typical experience and the tail without either masking the other.
🛡️ Data quality notes
Cycle time depends on checklist stages being completed in real time. Backfilled stage timestamps are detectable (stage complete before predecessor) and are reported as data-quality exceptions on the scorecard rather than silently corrected.