Section 3 · Findings
Where follow-up time actually goes
- What we were told
- Most of the owner’s week goes to new-loan production, and follow-up is a small share of it.
- What we checked
- A two-week time log and an export of the live pipeline from the loan origination system.
- What we found
- Status updates and follow-up take a much larger share of the week than described, concentrated in the days right after a file is submitted.
- What changes in the plan
- The first workflow targets status updates rather than lead intake. The original priority order was revised before any build began.
Source of record: loan system export and time log. Materiality: structural change, plan revised.