Service AD10B
Supplier Performance Review
Runs analytical. Starts when a leader asks the question. It runs 74 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, none of them on the shared spine.
Runs a week
74
67 in flight right now.
Stations
5
1 person · 4 agent · 0 spine
Agent share of steps
80%
Autonomy on this service is set at 76% against a ceiling of 88%.
Decisions a person makes
1
Held by Director, Corporate Services.
Touchless
66%
Share of runs that complete without anybody opening them.
Timetable against actual
140.5h
Actual 119.8h, 20.7h under the timetable.
Operations
The lane diagram
Read it left to right. more
Operations
Every station in order
The same stations as a list, with the dwell the estate records against each one and the system a station of that shape would touch.
| # | Station | Lane | Who | Layer | Dwell | Target | In flight | System |
|---|---|---|---|---|---|---|---|---|
| 1 | Pull SLA data | Agent | Service Catalog Agent | workflow | 8h 37m | 19h 29m | 6 | Group ERP — Financials |
| 2 | Score | Agent | Request Triage Agent | workflow | 2h 11m | 4h 30m | 7 | IT Service Management |
| 3 | Draft findings | Agent | Supplier Performance Agent | workflow | 3h 1m | 7h 1m | 15 | Group ERP — Financials |
| 4 | Review Held for a named human when the unit exceeds the service request decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Corporate Services | policy | 21h 48m | 31h 11m | 7 | Group ERP — Financials |
| 5 | Issue actions Hands over at procurement | Agent | Service Level Agent | workflow | 7h 1m | 11h 43m | 32 | IT Service Management |
Operations
Run it
Change the volume, move the autonomy line, release a gate, and watch what happens to the hours in each lane and to the time it takes one run to get through. more
The simulation is arithmetic on the estate, not a queueing model. more
How it runs
Run it again, going wrong
The same unit and the same stations, broken the way the estate already records breaking. more
5 stations, walked twice
Once clean, once with the categories the estate counts
This is the same unit on the same stations, breaking. more
No break below was chosen. more
One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.
As written
5 stations, nothing waiting, nothing sent back
0 min of 43 hrs
now Pull SLA data · Service Catalog Agent · 8.6 hrs
As the ledger has it
the same stations, plus 2 categories the estate already counts
0 min of 44 hrs
now Pull SLA data · Service Catalog Agent · 8.6 hrs
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
2 counted categories land on this procedure. more
What this run cannot claim
These breaks are shown together on one unit so the shape of a bad day fits on one screen. more
Two clocks run. Worked time is the sum of the time the work is actually being done … more
Live observability
Systems this service would touch
Attributed by rule from the function's system list. more
2 systems attributed
0 of 2 returning records
Group ERP — Financials
SAP S/4HANA · ledger · bidirectional · critical
3 of 5 stations attributed here · would write back
IT Service Management
ServiceNow ITSM · itsm · bidirectional · high
2 of 5 stations attributed here · would write back
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Corporate Services Orchestrator
- That orchestrator’s remit
- Owns service request work end to end inside Administration. Runs 3 lines across 17 stations, drains the repeatable share into the S2P tower, and holds 2 human gates.
- Accountable person
- Director, Corporate Services
- Sub-function
- Corporate Services
- Shared spine tower
- Not on the shared spine
- Hand-over points
- procurement
Other services in this sub-function
2 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more