The catalogue Human ResourcesHR Business PartneringTransactional

Service HR4C

Employee Relations Case

Runs transactional. Starts when a request lands in the queue. It runs 975 times a week across 6 stations. 2 of those stations stop for a person and 4 are done by an agent, none of them on the shared spine.

Runs a week

975

81 in flight right now.

Stations

2 person · 4 agent · 0 spine

Agent share of steps

67%

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

2.2h

Actual 2.5h, 0.3h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person2 stations and 75% of the dwellAgent4 stations and 25% of the dwellShared spine0 stations and 0% of the dwell2 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Core HR and Payroll

Recruiting and Applicant Tracking

Workforce Management

Core HR and Payroll

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	1h 6m	2h 17m	8	Core HR and Payroll
2	Evidence assembly	Agent	Org Health Signal Agent	workflow	19m	24m	18	Recruiting and Applicant Tracking
3	Risk classify	Agent	Case Intake & Triage Agent	workflow	1h 22m	2h 33m	13	Workforce Management
4	Legal 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. Hands over at legal	Human	VP HR Business Partnering	policy	3h 40m	7h 20m	5	Core HR and Payroll
5	Human decision 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	6h 17m	9h 55m	0	Core HR and Payroll
6	Close	Agent	ER Case Prep Agent	workflow	33m	52m	37	Core HR and Payroll

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%

975 a week is what the estate records. more

Decisions handed to agents0 of 2

Cheapest decision first. The last gate never moves: something on this service always ends with a person.

People on the gates278 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

9,701.3h

975 items at 597 minutes of decision each.

Agent time a week

3,250h

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

Gate load

100%

Inside capacity, with 28.8h of headroom.

Stations without a person

67%

2 gates left on 6 stations.

Where an item spends its time

75% waiting on a person

25% in the agent lane

An item now takes 797 minutes of worked time end to end against 797 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 Employee Relations 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

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 13 hrs

now Intake · Manager Query Agent · 1.1 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 32 hrs

now Intake · Manager Query Agent · 1.1 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

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

4 of 6 stations attributed here · would write back

Recruiting and Applicant Tracking

Greenhouse · hcm · inbound · medium

modeled

1 of 6 stations attributed here · read only

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 6 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: Not on the shared spine
Hand-over points: legal

Other services in this sub-function

2 alongside this one

Manager Support CaseHR4A Org Design ChangeHR4B

What this page is and is not

This is a catalogue of the modeled estate. more