LensReading which lens this session carries.
The catalogueMarketingMarketing Ops & MarTechTransactional

Service MK10B

Stack Change

Runs transactional. Starts when a scheduled window opens. It runs 5,504 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

5,504

80 in flight right now.

Stations

6

1 person · 5 agent · 0 spine

Agent share of steps

83%

Autonomy on this service is set at 72% against a ceiling of 82%.

Decisions a person makes

1

Held by Director, Marketing Operations.

Touchless

76%

Share of runs that complete without anybody opening them.

Timetable against actual

9.2h

Actual 7.5h, 1.7h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 24% of the dwellAgent5 stations and 76% 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
Customer Relationship Management
Marketing Automation
Digital Analytics
Customer Relationship Management
Customer Relationship Management
Marketing Automation
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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Request

AgentData Hygiene Agentworkflow33m39m8Customer Relationship Management
2

Impact scan

AgentIntegration Health Monitorworkflow1h 12m2h 10m8Marketing Automation
3

Test

AgentConsent & Preference Agentworkflow2h 6m3h 12m24Digital Analytics
4

Change board approve

Held for a named human when the unit exceeds the ops change decision envelope, when confidence falls below the floor, or when a policy clause is engaged.

Hands over at information-technology

HumanDirector, Marketing Operationspolicy1h 41m2h 4m0Customer Relationship Management
5

Deploy

AgentWorkflow Automation Agentworkflow13m27m24Customer Relationship Management
6

Verify

AgentAccess & Governance Agentworkflow1h 17m2h 46m16Marketing Automation

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.

Move something
Demand100%
5,504 a week is what the estate records.
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 gates265 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.
Person time a week
9,265.1h
5,504 items at 101 minutes of decision each.
Agent time a week
29,446.4h
321 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 9.9h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
24% waiting on a person
76% in the agent lane
An item now takes 422 minutes of worked time end to end against 422 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 Stack Change

The simulation is arithmetic on the estate, not a queueing model.

How it runs

Run it again, going wrong

The same unit and the same stations, broken the way the estate already records breaking.

6 stations, walked twice

Once clean, once with the categories the estate counts

This is the same unit on the same stations, breaking.

No break below was chosen.

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 7.0 hrs

now Request · Data Hygiene Agent · 33 min

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 12 hrs

now Request · Data Hygiene Agent · 33 min

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen.

What the two runs say together

3 counted categories land on this procedure.

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen.

Two clocks run. Worked time is the sum of the time the work is actually being done …

Live observability

Systems this service would touch

Attributed by rule from the function's system list.

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

3 of 6 stations attributed here · would write back

Marketing Automation

Marketo Engage · marketing · bidirectional · medium

modeled

2 of 6 stations attributed here · would write back

Digital Analytics

Adobe Analytics · marketing · inbound · medium

modeled

1 of 6 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Marketing Ops Orchestrator
That orchestrator’s remit
Owns ops change work end to end inside Marketing. Runs 3 lines across 16 stations, drains the repeatable share into the A2L tower, and holds 3 human gates.
Accountable person
Director, Marketing Operations
Sub-function
Marketing Ops & MarTech
Shared spine tower
Not on the shared spine
Hand-over points
information-technology

Other services in this sub-function

2 alongside this one

Data Quality RemediationMK10AConsent Register AuditMK10C

What this page is and is not

This is a catalogue of the modeled estate.