LensReading which lens this session carries.
The catalogueMarketingMarket & Competitive IntelligenceTransactional

Service MK2C

Analyst Engagement

Runs transactional. Starts when a request lands in the queue. It runs 2,346 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, none of them on the shared spine.

Runs a week

2,346

103 in flight right now.

Stations

5

1 person · 4 agent · 0 spine

Agent share of steps

80%

Autonomy on this service is set at 76% against a ceiling of 86%.

Decisions a person makes

1

Held by Director, Market Intelligence.

Touchless

87%

Share of runs that complete without anybody opening them.

Timetable against actual

19.4h

Actual 14.4h, 5.0h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 55% of the dwellAgent4 stations and 45% 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
Customer Relationship Management
Digital Analytics
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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Track coverage

AgentCompetitor Monitoring Agentworkflow1h 15m2h 38m7Customer Relationship Management
2

Assemble brief

AgentWin/Loss Mining Agentworkflow3h5h 35m40Marketing Automation
3

SME review

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

HumanDirector, Market Intelligencepolicy10h 17m19h 46m8Customer Relationship Management
4

Submit

AgentPricing Watch Agentworkflow3h 9m7h 30m41Digital Analytics
5

Log outcome

AgentBattlecard Agentworkflow1h 6m1h 16m7Customer 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.

Move something
Demand100%
2,346 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 gates690 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
24,124.7h
2,346 items at 617 minutes of decision each.
Agent time a week
19,941h
510 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 25.3h of headroom.
Stations without a person
80%
1 gate left on 5 stations.
Where an item spends its time
55% waiting on a person
45% in the agent lane
An item now takes 1,127 minutes of worked time end to end against 1,127 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 Analyst Engagement

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.

5 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

5 stations, nothing waiting, nothing sent back

0 min of 19 hrs

now Track coverage · Competitor Monitoring Agent · 1.3 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 24 hrs

now Track coverage · Competitor Monitoring Agent · 1.3 hrs

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 5 stations attributed here · would write back

Marketing Automation

Marketo Engage · marketing · bidirectional · medium

modeled

1 of 5 stations attributed here · would write back

Digital Analytics

Adobe Analytics · marketing · inbound · medium

modeled

1 of 5 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Market Intelligence Orchestrator
That orchestrator’s remit
Owns intelligence brief work end to end inside Marketing. Runs 3 lines across 16 stations, drains the repeatable share into no shared tower, and holds 3 human gates.
Accountable person
Director, Market Intelligence
Sub-function
Market & Competitive Intelligence
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

Competitive Move ResponseMK2AQuarterly Market ReadMK2B

What this page is and is not

This is a catalogue of the modeled estate.