The catalogue Customer ServiceWarranty & ReturnsJudgment

Service CS7C

Repair vs Replace 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

157 in flight right now.

Stations

1 person · 5 agent · 0 spine

Agent share of steps

83%

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

Decisions a person makes

Held by Director, Warranty & Returns.

Touchless

53%

Share of runs that complete without anybody opening them.

Timetable against actual

725.7h

Actual 799.8h, 74.1h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 21% of the dwellAgent5 stations and 79% 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

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	Frame question	Agent	Warranty Validation Agent	strategy	24h 28m	40h 43m	21	Customer Relationship Management
2	Gather evidence	Agent	Return Authorization Agent	strategy	40h 26m	52h 31m	37	Customer Relationship Management
3	Model options	Agent	Fraud Pattern Agent	strategy	37h 32m	78h 9m	30	Customer Relationship Management
4	Draft position	Agent	Disposition Agent	strategy	65h 48m	120h 13m	42	Customer Relationship Management
5	Challenge	Agent	Repair vs Replace Agent	strategy	64h 22m	94h 43m	27	Customer Relationship Management
6	Ratify Held for a named human when the unit exceeds the claim decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, Warranty & Returns	policy	63h 11m	139h 9m	0	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%

5 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 gates10 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. more

Person time a week

315.9h

5 items at 3,791 minutes of decision each.

Agent time a week

1,163h

13,956 minutes an item, which does not compete for a person.

Gate load

90%

Inside capacity, with 34.1h of headroom.

Stations without a person

83%

1 gate left on 6 stations.

Where an item spends its time

21% waiting on a person

79% in the agent lane

An item now takes 17,747 minutes of worked time end to end against 17,747 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 Repair vs Replace Position

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

6 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

6 stations, nothing waiting, nothing sent back

0 min of 12.3 days

now Frame question · Warranty Validation Agent · 24 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 12.5 days

now Frame question · Warranty Validation Agent · 24 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

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. 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: 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

Claim to ResolutionCS7A Supplier RecoveryCS7B

What this page is and is not

This is a catalogue of the modeled estate. more