Service RO5B
Dispute Prevention Sweep
Runs transactional. Starts when an upstream system posts an event. It runs 736 times a week across 4 stations. One of those stations stops for a person and 3 are done by an agent, 2 of them on the shared spine.
Runs a week
736
68 in flight right now.
Stations
4
1 person · 1 agent · 2 spine
Agent share of steps
75%
Autonomy on this service is set at 81% against a ceiling of 89%.
Decisions a person makes
1
Held by Director, Billing Operations.
Touchless
85%
Share of runs that complete without anybody opening them.
Timetable against actual
12.0h
Actual 14.2h, 2.2h 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 | Predict dispute risk | GBS | Billing Schedule Agent | gbs | 1h 19m | 2h 39m | 38 | Customer Relationship Management |
| 2 | Pre-correct | GBS | Billing Schedule Agent | gbs | 1h 23m | 3h 11m | 8 | Customer Relationship Management |
| 3 | Flag material Held for a named human when the unit exceeds the bill line decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Billing Operations | policy | 2h 37m | 5h 10m | 1 | Customer Relationship Management |
| 4 | Log | Agent | Dispute Prevention Agent | workflow | 2h 10m | 3h 40m | 21 | 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
4 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
4 stations, nothing waiting, nothing sent back
0 min of 7.5 hrs
now Predict dispute risk · Billing Schedule Agent · 1.3 hrs
As the ledger has it
the same stations, plus 3 categories the estate already counts
0 min of 13 hrs
now Predict dispute risk · Billing Schedule Agent · 1.3 hrs
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
3 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
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
1 systems attributed
0 of 1 returning records
Customer Relationship Management
Salesforce Sales Cloud · crm · bidirectional · critical
4 of 4 stations attributed here · would write back
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Billing Interlock Orchestrator
- That orchestrator’s remit
- Owns bill line work end to end inside Revenue Growth Management. Runs 3 lines across 14 stations, drains the repeatable share into the O2C tower, and holds 3 human gates.
- Accountable person
- Director, Billing Operations
- Sub-function
- Billing Interlock
- Shared spine tower
- o2c
- Hand-over points
- None — this service stays inside its function
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