Everything the team needs to run its own skills
Onboarding hands Greystone's team the operating manual for its three agreed skills: what each pack does, who prepares and who approves, the weekly rhythm, the targets each output is measured against, how records are handled, and the governance calendar for the quarter. Nothing runs until this is agreed and the reviewers are named.
- Client
- Greystone FM Group
- Approved by
- D. Farrow, COO
- Go-live
- 1 April 2026 · weekly cadence
- Prepared by
- S. Okoro, Skills Lead
- Reference
- BTO-GFM-ONB-001
- Stage
- 03 of 4 · Onboarding
Illustrative example: fictional project and parties.
Three packs, run by the team
Greystone's agreed skills are grouped in three packs. The team runs each skill with its own records on a weekly cadence, under the review gates and operating targets in this pack. The catalogue positions these as packs 04, 05 and 06.
| Pack | Scope | Covers |
|---|---|---|
| Commercial Control Kit™ | Variation capture, entitlement narratives, change event logs, notice tracking, aged WIP evidence | 14 live contracts |
| Margin Cockpit™ | Monthly margin snapshot, margin bridge, aged WIP tracker, invoice blocker taxonomy, QBR narrative | Portfolio-wide |
| The Dispatch Desk™ | Call triage, priority mapping, dispatch-ready tickets, SLA evidence, morning handovers | 42-site portfolio |
The agreed skills prepare structured, review-ready drafts. Greystone's named reviewers validate, approve and issue every output, and reliance remains with Greystone's competent people at all times. The skills accelerate the work; they do not remove competent review.
Who runs it, who approves it, when
Named people run the skills, check the drafts, and approve and issue the outputs. The rhythm is a weekly skills cycle from Monday records to a Friday summary, feeding monthly governance and a quarterly review.
| Name | Role | Responsibility |
|---|---|---|
| S. Okoro | Skills Lead | Weekly cycle, preparer checks, weekly summary and governance pack |
| M. Patel | Commercial Analyst | Runs the Commercial Control Kit and Margin Cockpit skills |
| R. Chen | Operations Analyst | Runs the Dispatch Desk skills and SLA evidence |
| K. Rhodes | Commercial Director | Approves and issues CCK and Cockpit outputs |
| T. Brennan | Head of FM Ops | Approves and issues Dispatch outputs and the daily handover |
| D. Farrow | Sponsor, COO | Approves and issues governance reports and the QBR |
| L. Osei | IT Manager | Environment accounts, user access and integration queries |
| J. Whitmore | Build Lead, BuiltAI | Skill build, testing, training and handover |
| Day | Activity | Owner |
|---|---|---|
| Monday | Records filed to the shared workspace; returned items reworked | Site teams and analysts |
| Tuesday | Required-input checks complete; analysts run the agreed skills | M. Patel, R. Chen |
| Wednesday | Preparer checks against the agreed templates and checks | S. Okoro |
| Thursday | Drafts to the named reviewers; evidence packs compiled | Analysts to reviewers |
| Friday 14:00 | Weekly Delivery Summary issued; approved outputs filed | S. Okoro to leads |
Operating targets and data handling
Greystone's internal targets for work prepared with the skills, measured weekly and reviewed quarterly. These are indicative baselines set at onboarding and recalibrated after the first 30-day operating period against measured actuals.
| Measure | Target | Pack |
|---|---|---|
| Weekly on-time rate | 95% or better | All packs |
| Output quality, approved without rework | 90% or better | All packs |
| Variation narrative turnaround | 48 hours or less | CCK |
| Monthly margin snapshot | By the third working day | Cockpit |
| Dispatch ticket processing | 15 minutes or less | Dispatch |
| Morning handover | By 07:30 | Dispatch |
| Governance report issue | First Monday, monthly | All packs |
Site and contract records are filed to Greystone's shared workspace through approved channels only. The skills run in Greystone's agreed Claude environment, configured at onboarding; only named Greystone users run them or approve outputs. Access is role-based, managed by L. Osei and reviewed monthly, and run logs are retained for 12 months. BuiltAI has no access to live records unless Greystone grants it for an agreed task.
Escalation routes and the governance calendar
Three escalation levels route an issue to the right owner. Operational items sit with the Skills Lead, process and skill-fault items step up to the pack reviewers, with skill faults raised to BuiltAI under the separately agreed support terms, and any data or access matter goes straight to the IT Manager and the sponsor.
| Level | Trigger | First contact | Escalates to |
|---|---|---|---|
| L1, operational | Missed item, minor rework, input query | S. Okoro | K. Rhodes or T. Brennan |
| L2, process | Repeated quality issue, missed target, skill fault | S. Okoro | K. Rhodes or T. Brennan |
| L3, executive | Systemic failure, data incident, access matter | L. Osei | D. Farrow |
| Date | Event | Output |
|---|---|---|
| Apr, weekly | Weeks 1 to 4 Delivery Summaries | Weekly summary |
| 4 May | Month 1 Governance Review | Monthly report |
| 1 Jun | Month 2 Governance Review | Monthly report |
| 30 Jun | Q2 Quarterly Business Review | QBR pack and forward plan |
Support, change control and acceptance
How the engagement is supported after go-live and how any change is agreed. The three packs are a one-off build that Greystone runs in its own environment; anything new is quoted and approved before it is added, so scope never drifts without a decision.
| Change | Route | Approves |
|---|---|---|
| New skill or pack | New use-case assessment, then written quote and build | D. Farrow |
| Scope change to a live skill | Written quote against the change, then build | D. Farrow |
| Template refinement | Logged and versioned where within the agreed scope | S. Okoro with reviewer |
| Target recalibration | After the first 30-day operating period, against actuals | D. Farrow |
| Skill fault or support incident | Raised to BuiltAI under the separately agreed support terms | S. Okoro to BuiltAI |
| User access change | Role-based access request, reviewed monthly | L. Osei |
The skills are accepted against the Statement of Work at onboarding. The first 30 days run as a settling period: the targets in section 03 are indicative baselines, recalibrated against measured actuals at the Month 1 Governance Review on 4 May 2026 before they are held as firm.