Step 5 of the playbook is the one most teams botch: measure business impact, NOT "hours saved." Hours saved is a vanity metric a PM invents to justify a project; it doesn't show up on the income statement.
The spec below tracks hours_saved_per_week. Replace it with two
real business metrics: resolution_time_minutes (median time to
resolve a ticket) and csat (customer satisfaction, 1-5).
Expected output (the two business metrics):
['resolution_time_minutes', 'csat']
The break is on line 5 — but read the whole snippet first.