LensReading which lens this session carries.
The catalogueRevenue Growth ManagementRenewals & Churn OpsTransactional

Service RO7B

Cancellation Processing

Runs transactional. Starts when an upstream system posts an event. It runs 2,542 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 3 of them on the shared spine.

Runs a week

2,542

181 in flight right now.

Stations

6

1 person · 2 agent · 3 spine

Agent share of steps

83%

Autonomy on this service is set at 85% against a ceiling of 88%.

Decisions a person makes

1

Held by Director, Renewal Operations.

Touchless

90%

Share of runs that complete without anybody opening them.

Timetable against actual

22.2h

Actual 23.9h, 1.7h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 1% of the dwellAgent2 stations and 26% of the dwellShared spine3 stations and 73% of the dwell5 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Enterprise Data Warehouse
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

Receive notice

AgentRenewal Calendar Agentworkflow15m20m43Customer Relationship Management
2

Verify terms

GBSRenewal Calendar Agentgbs1h 40m3h 28m35Customer Relationship Management
3

Save attempt

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

Hands over at sales

HumanDirector, Renewal Operationspolicy6m7m2Customer Relationship Management
4

Process

GBSRenewal Calendar Agentgbs2h 10m3h 48m33Customer Relationship Management
5

Deprovision

Hands over at information-technology

AgentCancellation Agentworkflow1h 39m2h 33m33Enterprise Data Warehouse
6

Final bill

Hands over at finance

GBSRenewal Calendar Agentgbs1h 35m2h 13m35Customer 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%
2,542 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 gates8 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
254.2h
2,542 items at 6 minutes of decision each.
Agent time a week
18,599h
439 minutes an item, which does not compete for a person.
Gate load
91%
Inside capacity, with 25.8h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
99% in the agent lane
An item now takes 445 minutes of worked time end to end against 445 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 Cancellation Processing

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.

6 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

6 stations, nothing waiting, nothing sent back

0 min of 7.4 hrs

now Receive notice · Renewal Calendar Agent · 15 min

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 21 hrs

now Receive notice · Renewal Calendar Agent · 15 min

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

5 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

5 of 6 stations attributed here · would write back

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

1 of 6 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Renewal Ops Orchestrator
That orchestrator’s remit
Owns renewal record 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, Renewal Operations
Sub-function
Renewals & Churn Ops
Shared spine tower
o2c
Hand-over points
sales, information-technology, finance

Other services in this sub-function

2 alongside this one

Auto-renewal RunRO7AChurn Cohort AnalysisRO7C

What this page is and is not

This is a catalogue of the modeled estate.