LensReading which lens this session carries.
The catalogueRevenue Growth ManagementBooking & Order ManagementAnalytical

Service RO4C

Backlog Review

Runs analytical. Starts when the reporting period closes. It runs 73 times a week across 4 stations. One of those stations stops for a person and 3 are done by an agent, none of them on the shared spine.

Runs a week

73

76 in flight right now.

Stations

4

1 person · 3 agent · 0 spine

Agent share of steps

75%

Autonomy on this service is set at 82% against a ceiling of 91%.

Decisions a person makes

1

Held by Director, Order Management.

Touchless

78%

Share of runs that complete without anybody opening them.

Timetable against actual

157.9h

Actual 136.6h, 21.3h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 33% of the dwellAgent3 stations and 67% of the dwellShared spine0 stations and 0% of the dwell1 crossing between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Enterprise Data Warehouse
Configure, Price and Quote
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

Age backlog

AgentOrder Validation Agentworkflow10h 51m24h 3m42Customer Relationship Management
2

Rank by value

AgentCredit Check Agentworkflow2h 52m6h 29m19Enterprise Data Warehouse
3

Draft actions

AgentProvisioning Trigger Agentworkflow6h 38m11h 39m12Configure, Price and Quote
4

Leader review

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

HumanDirector, Order Managementpolicy10h 15m19h 17m3Customer 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%
73 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 gates22 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
748.3h
73 items at 615 minutes of decision each.
Agent time a week
1,485.6h
1,221 minutes an item, which does not compete for a person.
Gate load
97%
Inside capacity, with 21.8h of headroom.
Stations without a person
75%
1 gate left on 4 stations.
Where an item spends its time
33% waiting on a person
67% in the agent lane
An item now takes 1,836 minutes of worked time end to end against 1,836 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 Backlog Review

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 31 hrs

now Age backlog · Order Validation Agent · 11 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 32 hrs

now Age backlog · Order Validation Agent · 11 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

2 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

2 of 4 stations attributed here · would write back

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

1 of 4 stations attributed here · read only

Configure, Price and Quote

Salesforce CPQ · crm · inbound · high

modeled

1 of 4 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Order Management Orchestrator
That orchestrator’s remit
Owns order work end to end inside Revenue Growth Management. Runs 3 lines across 16 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Accountable person
Director, Order Management
Sub-function
Booking & Order Management
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

Order-to-ProvisionRO4AOrder ExceptionRO4B

What this page is and is not

This is a catalogue of the modeled estate.