LensReading which lens this session carries.
The catalogueMarketingCustomer AdvocacyTransactional

Service MK9C

Review Program

Runs transactional. Starts when a scheduled window opens. It runs 2,333 times a week across 4 stations. One of those stations stops for a person and 3 are done by an agent, 1 of them on the shared spine.

Runs a week

2,333

122 in flight right now.

Stations

4

1 person · 2 agent · 1 spine

Agent share of steps

75%

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

Decisions a person makes

1

Held by Director, Customer Advocacy.

Touchless

70%

Share of runs that complete without anybody opening them.

Timetable against actual

21.6h

Actual 24.8h, 3.2h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 40% of the dwellAgent2 stations and 48% of the dwellShared spine1 station and 12% of the dwell3 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Marketing Automation
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

Target advocates

AgentAdvocate Identification Agentworkflow2h 22m4h 12m32Customer Relationship Management
2

Solicit

GBSAdvocate Identification Agentgbs54m1h 16m46Customer Relationship Management
3

Monitor sentiment

AgentCase Study Drafting Agentworkflow1h 17m2h 2m44Marketing Automation
4

Escalate negative

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.

HumanDirector, Customer Advocacypolicy3h 1m3h 43m0Customer 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%
2,333 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 gates202 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
7,037.9h
2,333 items at 181 minutes of decision each.
Agent time a week
10,615.2h
273 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 32.1h of headroom.
Stations without a person
75%
1 gate left on 4 stations.
Where an item spends its time
40% waiting on a person
60% in the agent lane
An item now takes 454 minutes of worked time end to end against 454 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 Review Program

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.

4 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

4 stations, nothing waiting, nothing sent back

0 min of 7.6 hrs

now Target advocates · Advocate Identification Agent · 2.4 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 20 hrs

now Target advocates · Advocate Identification Agent · 2.4 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

4 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.

The separation register records a duty conflict against a sub-function and a named post, not against one procedure.

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.

2 systems attributed

0 of 2 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

3 of 4 stations attributed here · would write back

Marketing Automation

Marketo Engage · marketing · bidirectional · medium

modeled

1 of 4 stations attributed here · would write back

System attribution is a rule, not a reading.

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 ProductionMK9AReference RequestMK9B

What this page is and is not

This is a catalogue of the modeled estate.