The catalogue MarketingCustomer AdvocacyTransactional

Service MK9B

Reference Request

Runs transactional. Starts when a threshold is crossed. It runs 6,558 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

6,558

47 in flight right now.

Stations

1 person · 3 agent · 1 spine

Agent share of steps

80%

Autonomy on this service is set at 66% against a ceiling of 72%.

Decisions a person makes

Held by Director, Customer Advocacy.

Touchless

69%

Share of runs that complete without anybody opening them.

Timetable against actual

25.9h

Actual 21.7h, 4.2h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 43% of the dwellAgent3 stations and 36% of the dwellShared spine1 station and 21% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Customer Relationship Management

Marketing Automation

Digital Analytics

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	Match request	Agent	Advocate Identification Agent	workflow	1h 35m	2h 39m	2	Customer Relationship Management
2	Check fatigue	GBS	Advocate Identification Agent	gbs	2h 2m	3h 12m	18	Customer Relationship Management
3	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 11m	7h 26m	1	Customer Relationship Management
4	Broker call	Agent	Review Solicitation Agent	workflow	1h 7m	2h 12m	14	Marketing Automation
5	Log outcome	Agent	Advocate Health Agent	workflow	44m	57m	12	Digital Analytics

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%

6,558 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 gates784 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

27,434.3h

6,558 items at 251 minutes of decision each.

Agent time a week

35,850.4h

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

Gate load

100%

Inside capacity, with 5.7h of headroom.

Stations without a person

80%

1 gate left on 5 stations.

Where an item spends its time

43% waiting on a person

57% in the agent lane

An item now takes 579 minutes of worked time end to end against 579 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 Reference Request

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 9.7 hrs

now Match request · Advocate Identification Agent · 1.6 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 24 hrs

now Match request · Advocate Identification Agent · 1.6 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

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. 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: None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Case Study ProductionMK9A Review ProgramMK9C

What this page is and is not

This is a catalogue of the modeled estate. more