The catalogue Customer ServiceWarranty & ReturnsTransactional

Service CS7A

Claim to Resolution

Runs transactional. Starts when a threshold is crossed. It runs 2,755 times a week across 7 stations. No station stops for a person and 7 are done by an agent, 4 of them on the shared spine.

Runs a week

2,755

182 in flight right now.

Stations

0 person · 3 agent · 4 spine

Agent share of steps

100%

Autonomy on this service is set at 84% against a ceiling of 88%.

Decisions a person makes

Nothing on this service waits for a person.

Touchless

91%

Share of runs that complete without anybody opening them.

Timetable against actual

5.9h

Actual 4.5h, 1.4h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person0 stations and 0% of the dwellAgent3 stations and 43% of the dwellShared spine4 stations and 57% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Customer Relationship Management

Contact Center Platform

IT Service 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.

#	Station	Lane	Who	Layer	Dwell	Target	In flight	System
1	Claim	Agent	Warranty Validation Agent	workflow	2h 19m	4h 33m	9	Customer Relationship Management
2	Validate warranty	GBS	Warranty Validation Agent	gbs	2h 28m	3h 32m	8	Customer Relationship Management
3	Fraud screen	GBS	Warranty Validation Agent	gbs	1h 36m	1h 51m	32	Customer Relationship Management
4	Authorize return	GBS	Warranty Validation Agent	gbs	2h 43m	3h 53m	40	Customer Relationship Management
5	Receive Hands over at supply-chain	Agent	Repair vs Replace Agent	workflow	1h 43m	3h 57m	37	Contact Center Platform
6	Disposition	Agent	Supplier Recovery Agent	workflow	2h	2h 46m	18	IT Service Management
7	Credit Hands over at finance	GBS	Warranty Validation Agent	gbs	1h 15m	1h 43m	38	Customer 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. more

Move something

Demand100%

2,755 a week is what the estate records. more

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 gates1 person

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. more

Person time a week

2,755 items at 0 minutes of decision each.

Agent time a week

38,753.7h

844 minutes an item, which does not compete for a person.

Gate load

Inside capacity, with 35h of headroom.

Stations without a person

100%

0 gates left on 7 stations.

Where an item spends its time

100% in the agent lane

An item now takes 844 minutes of worked time end to end against 844 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 Claim to Resolution

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

7 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

7 stations, nothing waiting, nothing sent back

0 min of 14 hrs

now Claim · Warranty Validation Agent · 2.3 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 19 hrs

now Claim · Warranty Validation Agent · 2.3 hrs

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen. more

What the two runs say together

3 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

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

5 of 7 stations attributed here · would write back

Contact Center Platform

Genesys Cloud CX · service · bidirectional · high

modeled

1 of 7 stations attributed here · would write back

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

1 of 7 stations attributed here · would write back

System attribution is a rule, not a reading. more

Who runs it

Orchestration and accountability

Orchestrated by: Warranty & Returns Orchestrator
That orchestrator’s remit: Owns claim work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into the O2C tower, and holds 1 human gates.
Accountable person: Director, Warranty & Returns
Sub-function: Warranty & Returns
Shared spine tower: o2c
Hand-over points: supply-chain, finance

Other services in this sub-function

2 alongside this one

Supplier RecoveryCS7B Repair vs Replace PositionCS7C

What this page is and is not

This is a catalogue of the modeled estate. more