The catalogue AI GBS & Global Business ServicesCost-to-Serve ManagementAnalytical

Service GB11A

Period Cost-to-Serve

Runs analytical. Starts when the cycle calendar fires. It runs 9 times a week across 7 stations. One of those stations stops for a person and 6 are done by an agent, 2 of them on the shared spine.

Runs a week

136 in flight right now.

Stations

1 person · 4 agent · 2 spine

Agent share of steps

86%

Autonomy on this service is set at 84% against a ceiling of 85%.

Decisions a person makes

Held by Head of Service Economics.

Touchless

66%

Share of runs that complete without anybody opening them.

Timetable against actual

140.5h

Actual 136.6h, 3.9h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 51% of the dwellAgent4 stations and 27% of the dwellShared spine2 stations and 22% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Group ERP — Financials

Enterprise Data Warehouse

Group ERP — Financials

Core HR and Payroll

Group ERP — Financials

Source-to-Pay Suite

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	Collect volumes	GBS	Unit Cost Agent	gbs	13h 1m	31h 2m	2	Group ERP — Financials
2	Collect model spend	GBS	Unit Cost Agent	gbs	6h 11m	13h 26m	35	Group ERP — Financials
3	Compute unit cost	Agent	Volume Attribution Agent	workflow	5h 13m	6h 22m	13	Enterprise Data Warehouse
4	Compare baseline	Agent	Chargeback Agent	workflow	3h 33m	6h 18m	29	Group ERP — Financials
5	Draft narrative	Agent	Benchmark Agent	workflow	11h 54m	24h 24m	21	Core HR and Payroll
6	Review Held for a named human when the unit exceeds the cost line decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Head of Service Economics	policy	45h 50m	70h 41m	9	Group ERP — Financials
7	Publish	Agent	Cost Narrative Agent	workflow	3h 28m	5h 49m	27	Source-to-Pay Suite

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%

9 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 gates12 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

412.5h

9 items at 2,750 minutes of decision each.

Agent time a week

390h

2,600 minutes an item, which does not compete for a person.

Gate load

98%

Inside capacity, with 7.5h of headroom.

Stations without a person

86%

1 gate left on 7 stations.

Where an item spends its time

51% waiting on a person

49% in the agent lane

An item now takes 5,350 minutes of worked time end to end against 5,350 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 Period Cost-to-Serve

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 3.7 days

now Collect volumes · Unit Cost Agent · 13 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 5.7 days

now Collect volumes · Unit Cost Agent · 13 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

4 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

The separation register records a duty conflict against a sub-function and a named post, not against one procedure. 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

4 systems attributed

0 of 4 returning records

The system register

Group ERP — Financials

SAP S/4HANA · ledger · bidirectional · critical

modeled

4 of 7 stations attributed here · would write back

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

1 of 7 stations attributed here · read only

Core HR and Payroll

Workday HCM · hcm · bidirectional · critical

modeled

1 of 7 stations attributed here · would write back

Source-to-Pay Suite

SAP Ariba · procurement · bidirectional · critical

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: Cost-to-Serve Orchestrator
That orchestrator’s remit: Owns cost line work end to end inside AI GBS & Global Business Services. Runs 3 lines across 19 stations, drains the repeatable share into the R2R tower, and holds 2 human gates.
Accountable person: Head of Service Economics
Sub-function: Cost-to-Serve Management
Shared spine tower: r2r
Hand-over points: None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Chargeback RunGB11B Automation Economics PositionGB11C

What this page is and is not

This is a catalogue of the modeled estate. more