Service MK9A
Case Study Production
Runs transactional. Starts when a scheduled window opens. It runs 3,417 times a week across 7 stations. 3 of those stations stop for a person and 4 are done by an agent, none of them on the shared spine.
Runs a week
3,417
74 in flight right now.
Stations
7
3 person · 4 agent · 0 spine
Agent share of steps
57%
Autonomy on this service is set at 66% against a ceiling of 72%.
Decisions a person makes
3
Held by Director, Customer Advocacy.
Touchless
69%
Share of runs that complete without anybody opening them.
Timetable against actual
9.7h
Actual 11.2h, 1.5h over the timetable.
Operations
The lane diagram
Read it left to right. more
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 | Identify candidate | Agent | Advocate Identification Agent | workflow | 1h 54m | 4h 16m | 14 | Customer Relationship Management |
| 2 | Secure consent Held for a named human when the unit exceeds the advocacy asset decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Customer Advocacy | policy | 4h 49m | 10h 40m | 2 | Customer Relationship Management |
| 3 | Interview | Agent | Case Study Drafting Agent | workflow | 26m | 59m | 14 | Marketing Automation |
| 4 | Draft | Agent | Review Solicitation Agent | workflow | 12m | 19m | 20 | Digital Analytics |
| 5 | Customer approve Held for a named human when the unit exceeds the advocacy asset decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Customer Advocacy | policy | 3h 45m | 4h 40m | 5 | Customer Relationship Management |
| 6 | Legal clear Held for a named human when the unit exceeds the advocacy asset decision envelope, when confidence falls below the floor, or when a policy clause is engaged. Hands over at legal | Human | Director, Customer Advocacy | policy | 1h 50m | 2h 24m | 9 | Customer Relationship Management |
| 7 | Publish | Agent | Advocacy Orchestrator | workflow | 2h 6m | 2h 31m | 10 | Customer 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. more
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 15 hrs
now Identify candidate · Advocate Identification Agent · 1.9 hrs
As the ledger has it
the same stations, plus 5 categories the estate already counts
0 min of 36 hrs
now Identify candidate · Advocate Identification Agent · 1.9 hrs
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
5 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
Attestations on this estate are written against intake items, not against procedures, so a step done off the platform cannot be matched to the attestation that covers it. 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
Customer Relationship Management
Salesforce Sales Cloud · crm · bidirectional · critical
5 of 7 stations attributed here · would write back
Marketing Automation
Marketo Engage · marketing · bidirectional · medium
1 of 7 stations attributed here · would write back
Digital Analytics
Adobe Analytics · marketing · inbound · medium
1 of 7 stations attributed here · read only
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Advocacy Orchestrator
- That orchestrator’s remit
- Owns advocacy asset work end to end inside Marketing. Runs 3 lines across 16 stations, drains the repeatable share into no shared tower, and holds 5 human gates.
- Accountable person
- Director, Customer Advocacy
- Sub-function
- Customer Advocacy
- Shared spine tower
- Not on the shared spine
- Hand-over points
- legal
Other services in this sub-function
2 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more