LensReading which lens this session carries.
The catalogueCustomer ServiceService AnalyticsJudgment

Service CS11C

Cost-to-Serve Position

Runs judgment. Starts when a leadership team frames the question. It runs 5 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, none of them on the shared spine.

Runs a week

5

116 in flight right now.

Stations

6

1 person · 5 agent · 0 spine

Agent share of steps

83%

Autonomy on this service is set at 54% against a ceiling of 82%.

Decisions a person makes

1

Held by Head of Service Analytics.

Touchless

48%

Share of runs that complete without anybody opening them.

Timetable against actual

702.0h

Actual 707.7h, 5.7h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 17% of the dwellAgent5 stations and 83% of the dwellShared spine0 stations and 0% of the dwell1 crossing between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Click any station to see who does it, what it costs in time, the rule that gates it and the system attributed to it.

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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Frame question

AgentMetric Assembly Agentstrategy43h 14m53h 29m21Customer Relationship Management
2

Gather evidence

AgentCost-to-Serve Agentstrategy44h 56m105h 49m17Customer Relationship Management
3

Model options

AgentContact Driver Agentstrategy58h 33m104h 19m13Customer Relationship Management
4

Draft position

AgentDeflection Value Agentstrategy34h 51m68h 22m33Customer Relationship Management
5

Challenge

AgentBenchmark Agentstrategy21h 46m29h 23m30Customer Relationship Management
6

Ratify

Held for a named human when the unit exceeds the analysis decision envelope, when confidence falls below the floor, or when a policy clause is engaged.

HumanHead of Service Analyticspolicy41h 41m55h 44m2Customer Relationship 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.

Move something
Demand100%
5 a week is what the estate records.
Decisions handed to agents0 of 0
This service has at most one gate, so there is nothing to hand over without removing the last human decision.
People on the gates6 people
Each one is assumed to have 2,100 productive minutes a week, which is 35 hours.
Agent speed100%
100% is the dwell the estate records today.
Person time a week
208.4h
5 items at 2,501 minutes of decision each.
Agent time a week
1,016.7h
12,200 minutes an item, which does not compete for a person.
Gate load
99%
Inside capacity, with 1.6h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
17% waiting on a person
83% in the agent lane
An item now takes 14,701 minutes of worked time end to end against 14,701 in the recorded estate, a change of +0%. This is worked time, not calendar time: nothing here models a queue or a weekend.
What this model is, on Cost-to-Serve Position

The simulation is arithmetic on the estate, not a queueing model.

How it runs

Run it again, going wrong

The same unit and the same stations, broken the way the estate already records breaking.

6 stations, walked twice

Once clean, once with the categories the estate counts

This is the same unit on the same stations, breaking.

No break below was chosen.

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

6 stations, nothing waiting, nothing sent back

0 min of 10.2 days

now Frame question · Metric Assembly Agent · 43 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 10.4 days

now Frame question · Metric Assembly Agent · 43 hrs

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen.

What the two runs say together

3 counted categories land on this procedure.

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen.

Two clocks run. Worked time is the sum of the time the work is actually being done …

Live observability

Systems this service would touch

Attributed by rule from the function's system list.

1 systems attributed

0 of 1 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

6 of 6 stations attributed here · would write back

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Service Analytics Orchestrator
That orchestrator’s remit
Owns analysis work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into the DATA-ANALYTICS tower, and holds 3 human gates.
Accountable person
Head of Service Analytics
Sub-function
Service Analytics
Shared spine tower
Not on the shared spine
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Period Service ReviewCS11AContact Driver ReductionCS11B

What this page is and is not

This is a catalogue of the modeled estate.