"Process Standards: stage-time targets for the network"

What Process Standards is

Every restoration network runs a set of processes that customers and carriers actually feel the pace of: how long a job sits before the estimate goes out, how fast a supplement gets a response, how quickly a safety incident gets closed out. Process Standards is where HQ writes that pace down once, as a target number of days per stage, and where the page then shows you, at a glance, whether the network as a whole is keeping that promise.

This page is the editor. You set the target-days standard for each milestone transition here. The grading itself runs elsewhere: every night, the aggregate refresh recomputes each office's own median days for that same transition from its own jobs, and that median is what gets checked against your target, never an individual job. Process Standards rolls those checks up into one page: how many transitions have a standard, how many checks came back on target, and how many did not.

This is standards support, not surveillance. The page you are reading never lists a single job, adjuster name, dollar figure, or customer detail, and (as covered below) it does not even break results out office by office. It works from aggregate stage medians only, the same consented surface used everywhere else on the Network side of the platform. Franchisees keep ownership of the operational data behind those medians.

Where to find it

Open Compliance in the HQ sidebar. That takes you to the Compliance page (hq.verinode.ai/brand-compliance). Under the Standards & Audits row, click the Process Standards tile. That opens this page at hq.verinode.ai/standards/process.

Two roles see this page differently:

• HQ admins get the full editor: they can set a target, adopt the network's own current median as the target, or clear a standard.
• Everyone else with HQ access sees the same rows read-only, with each transition simply showing its current standard (or "No Standard" if none is set).

The hero panel

At the top of the page sits a hero panel with a headline number, a status pill, and three counts underneath. What it shows depends on how far along your network is.

Before any standard is set. The headline reads 0, the pill reads Not Set Yet, and the panel explains: "Target days per stage, committed to by the network. Set a standard per transition (or adopt the network's own medians) and every office is measured against the same bar."

Once at least one standard is set, before any checks have scored. The headline switches to a plain count, the number of standards you have set (not a percentage yet), and the pill reads Warming Up. This is the state while offices are still building up enough of their own case history for a first real grade to land.

Once real checks have scored. The headline becomes a percentage, the share of scored office checks across every standardized transition that came back on target, and the pill reads one of three ways:

• On Pace: 90% or more of scored checks met the standard.
• Watch: 70% to 89% met the standard.
• Action Needed: under 70% met the standard.

In every state past the first, the subtext underneath the headline reads: "Share of scored office checks meeting the network's stage-time standards. Grades ride on office stage medians; offices under the five-case floor read as warming up, never as a verdict."

Below the headline, three counts sit side by side:

• Standards Set: how many transitions currently have a target, out of the total number of registered transitions (labeled "Of N Transitions"). This count only goes up when you or a teammate saves a target on a row below.
• Checks Met: how many office checks, across every standardized transition, came back meeting the standard. Its subtitle reads "Of N Scored" once checks exist, or "Awaiting Data" while nothing has scored yet.
• Missed: how many office checks came back missing the standard. Its subtitle reads "Need Attention" when at least one check has missed, or "All Clear" when none have.

Adopting the network's own medians

If your network already has live medians on transitions that have no standard yet, an Adopt network medians button appears at the top of the page, next to the page title. It is admin-only.

Clicking it does one thing: for every registered transition where the network as a whole has a current median and no standard exists yet, it sets that median as the standard, tagged as adopted from the network median rather than typed in by hand. Transitions that already have a standard, manual or adopted, are left untouched. While the action is running the button reads "Adopting…"

This is the fastest way to get a full standards baseline in place without guessing at numbers: start from what the network is already doing today, then tighten individual transitions from the row list below as you see fit.

If something goes wrong, an error message appears next to the button, for example if the nightly rollup has not produced any medians yet, the message explains that network medians appear after the rollup runs. If the button has nothing to adopt (every transition already has a standard, or none has a live network median), nothing changes.

Saving a standard here, whether one at a time or through this bulk action, also updates the Process Standards tile on Compliance and the Conformance tab on the Network page immediately, so leadership doesn't have to reload either surface to see a fresh baseline reflected.

The standards editor

Below the hero, every registered milestone transition in the network is listed, one row per transition, grouped under its process. A short line of framing sits above the list: standards keep the network's customer promise consistent, each target is the working pace the network commits to at that stage, measured on office stage medians from the nightly rollup, and the recommended approach is to start from the network's own medians and tighten from there.

The processes, in order, are: Job lifecycle, Supplement turnaround, Recruiting pipeline, Incident follow-through, Purchasing cycle, Lead response, and Review response. Each process contributes one row per consecutive stage pair in its lifecycle. For example, the job lifecycle contributes rows like "Assigned → Estimate submitted," "Started → Completed," and "Billed → Paid"; supplement turnaround contributes a single row, "Submitted → Responded." Every registered transition gets a row regardless of how much data exists behind it yet, an empty network means thin or "No Network Median Yet" text on the row, not a missing row.

Each row shows:

• The transition name (for example, "Started → Completed"), bold, at the top of the row.
• A network median line underneath: "Network Median Xd · N Office(s) Reporting" if the network has a current median for that transition, or "No Network Median Yet" if it does not.
• A conformance line, only once the transition has a standard and at least one scored check: "X Met · Y Near · Z Missed," with "· W Warming Up" appended if any offices are still below the sample floor on that transition.
• A source note, "From Network Median," if the current standard was adopted in bulk rather than typed by hand.

Days are always shown rounded: for 10 days or more the number rounds to a whole day (for example "14d"); under 10 days it keeps one decimal place (for example "3.5d").

Setting, adjusting, or clearing a standard (admins)

1. 1Find the transition row you want to set a target for.
2. 2If the row shows a network median and you want to start there, click Use median. It fills the input with the network's current median for that transition; you can still adjust the number before saving.
3. 3Otherwise, type a target directly into the input, in 0.5-day increments (for example 3, 3.5, 4).
4. 4Click Save. The button stays disabled until you've entered a valid, changed number. While saving, it reads "Saving…"
5. 5To remove a standard entirely, click Clear next to a row that already has one. The row reverts to no standard and the input clears.

A save that fails, for instance an out-of-range or non-numeric target, or a permissions error, shows an inline error message on that row rather than silently doing nothing.

Viewers who are not HQ admins see the same list but without the input, buttons, or median shortcut: each row simply reads either "Standard Xd" (the current target) or "No Standard."

How the grading behind these numbers works

A standard is a target day count for one stage-to-stage transition. Once a standard exists, every office's own median for that transition, recomputed nightly from its own jobs, is graded against it:

• Met: the office's median is at or under the target.
• Near: the median is over the target but still within a tolerance band around it.
• Missed: the median is meaningfully over the target, outside that tolerance band.
• Warming Up: the office has not yet logged enough of that stage's cases for its median to be trustworthy, so no verdict is assigned rather than a fake one.

This page rolls those per-office verdicts up into the Checks Met, Missed, and per-row conformance counts described above. It does not, however, list which office produced which verdict, that per-office breakdown, sorted worst-first, lives on the Conformance tab of the Network page. See Standards conformance: grading offices against your bar for the full grading mechanics and the per-office grid, including how office names are shown or anonymized depending on how your network is structured.

Empty states

• No standards defined at all. The hero pill reads "Not Set Yet" with a headline of 0, and every row in the list below shows "No Network Median Yet" or a live median with no standard attached, depending on how much data the network has produced.
• Standards are set, but nothing has scored yet. The hero pill reads "Warming Up" and the headline shows the count of standards you've set rather than a percentage. Individual rows show no conformance line until their own transition scores at least one check.
• A specific transition has a standard but no office has reported enough cases yet on it. That row's conformance line simply does not appear; the row still shows its standard and (if any) its network median.

Reading it in practice

Work top to bottom the first time you set this page up: click Adopt network medians to get every transition with a live network median onto a baseline standard in one action, then open the row list and tighten the transitions that matter most to your brand promise, supplement turnaround and time-to-estimate are common first targets because carriers and customers both feel them directly. After that, check back on the hero pill periodically. A slide from On Pace to Watch across the whole network is worth a look at which specific transitions and processes are driving it; a single row with a lot of Missed checks and a healthy overall pill is more likely a targeted coaching conversation than a network-wide problem. For the office-level detail behind either signal, use the Conformance tab on Network.

Related reading

• Standards conformance: grading offices against your bar for the full Met/Near/Missed/Warming Up mechanics and the per-office Conformance grid on the Network page.
• Standards & Audits entry: Process Standards, Forms, SOPs for the Compliance-page tile that leads into this page, and its sibling tiles for Forms & Audits and SOPs & Training.
• Standards & audits: the HQ overview for how Process Standards fits alongside Network Flow and the rest of the standards area.
• Compliance: brand health across your network for the full Compliance page this page's entry tile lives on.
• Network overview: signals, interventions, and the network home for the rest of the Network page.
• HQ overview for how Process Standards fits into the rest of the HQ platform.

Data sources