The catalogue Human ResourcesHR Business PartneringTransactional

Service HR4A

Manager Support Case

Runs transactional. Starts when a threshold is crossed. It runs 650 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, 1 of them on the shared spine.

Runs a week

650

46 in flight right now.

Stations

1 person · 3 agent · 1 spine

Agent share of steps

80%

Autonomy on this service is set at 57% against a ceiling of 58%.

Decisions a person makes

Held by VP HR Business Partnering.

Touchless

57%

Share of runs that complete without anybody opening them.

Timetable against actual

8.9h

Actual 9.8h, 0.9h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 46% of the dwellAgent3 stations and 39% of the dwellShared spine1 station and 15% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Core HR and Payroll

Recruiting and Applicant Tracking

Core HR and Payroll

Workforce 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	Intake	Agent	Manager Query Agent	workflow	2h 18m	3h 59m	0	Core HR and Payroll
2	Classify	Agent	Org Health Signal Agent	workflow	46m	1h 31m	6	Recruiting and Applicant Tracking
3	Tier-1 answer	GBS	Manager Query Agent	gbs	1h 46m	2h 16m	21	Core HR and Payroll
4	Judgment review Held for a named human when the unit exceeds the case decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	VP HR Business Partnering	policy	5h 32m	10h 43m	4	Core HR and Payroll
5	Resolve	Agent	Restructure Modeling Agent	workflow	1h 34m	2h 30m	15	Workforce 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%

650 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 gates103 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

3,596.7h

650 items at 332 minutes of decision each.

Agent time a week

4,160h

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

Gate load

100%

Inside capacity, with 8.3h of headroom.

Stations without a person

80%

1 gate left on 5 stations.

Where an item spends its time

46% waiting on a person

54% in the agent lane

An item now takes 716 minutes of worked time end to end against 716 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 Manager Support Case

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 12 hrs

now Intake · Manager Query Agent · 2.3 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 25 hrs

now Intake · Manager Query 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

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

3 systems attributed

0 of 3 returning records

The system register

Core HR and Payroll

Workday HCM · hcm · bidirectional · critical

modeled

3 of 5 stations attributed here · would write back

Recruiting and Applicant Tracking

Greenhouse · hcm · inbound · medium

modeled

1 of 5 stations attributed here · read only

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 5 stations attributed here · read only

System attribution is a rule, not a reading. more

Who runs it

Orchestration and accountability

Orchestrated by: HRBP Orchestrator
That orchestrator’s remit: Owns case work end to end inside Human Resources. Runs 3 lines across 19 stations, drains the repeatable share into the H2R tower, and holds 5 human gates.
Accountable person: VP HR Business Partnering
Sub-function: HR Business Partnering
Shared spine tower: h2r
Hand-over points: None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Org Design ChangeHR4B Employee Relations CaseHR4C

What this page is and is not

This is a catalogue of the modeled estate. more