LensReading which lens this session carries.
The catalogueSalesExpansion & RenewalsTransactional

Service SL9A

Renewal Cycle

Runs transactional. Starts when a scheduled window opens. It runs 1,834 times a week across 7 stations. One of those stations stops for a person and 6 are done by an agent, 3 of them on the shared spine.

Runs a week

1,834

108 in flight right now.

Stations

7

1 person · 3 agent · 3 spine

Agent share of steps

86%

Autonomy on this service is set at 71% against a ceiling of 82%.

Decisions a person makes

1

Held by VP Customer Growth.

Touchless

78%

Share of runs that complete without anybody opening them.

Timetable against actual

18.8h

Actual 21.9h, 3.1h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 38% of the dwellAgent3 stations and 35% of the dwellShared spine3 stations and 26% 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
Contract Lifecycle Management
Customer Relationship Management
Contract Lifecycle Management
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

Trigger at 120 days

GBSRenewal Risk Agentgbs2h 22m5h 37m2Customer Relationship Management
2

Score risk

AgentUsage Signal Agentworkflow1h 44m2h 3m6Customer Relationship Management
3

Model uplift

AgentUplift Modeling Agentworkflow2h 22m2h 51m43Contract Lifecycle Management
4

Draft quote

GBSRenewal Risk Agentgbs1h 31m3h 32m29Customer Relationship Management
5

Rep review

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

HumanVP Customer Growthpolicy6h 52m11h 56m8Contract Lifecycle Management
6

Negotiate

AgentExpansion Signal Agentworkflow2h 13m3h 28m6Configure, Price and Quote
7

Book

Hands over at revenue-operations

GBSRenewal Risk Agentgbs52m1h 37m14Customer 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%
1,834 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 gates360 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
12,593.5h
1,834 items at 412 minutes of decision each.
Agent time a week
20,296.3h
664 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 6.5h of headroom.
Stations without a person
86%
1 gate left on 7 stations.
Where an item spends its time
38% waiting on a person
62% in the agent lane
An item now takes 1,076 minutes of worked time end to end against 1,076 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 Renewal Cycle

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.

7 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

7 stations, nothing waiting, nothing sent back

0 min of 18 hrs

now Trigger at 120 days · Renewal Risk Agent · 2.4 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 34 hrs

now Trigger at 120 days · Renewal Risk 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.

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

4 of 7 stations attributed here · would write back

Contract Lifecycle Management

Icertis · legal · bidirectional · high

modeled

2 of 7 stations attributed here · would write back

Configure, Price and Quote

Salesforce CPQ · crm · inbound · high

modeled

1 of 7 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Renewal Orchestrator
That orchestrator’s remit
Owns renewal work end to end inside Sales. Runs 3 lines across 17 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Accountable person
VP Customer Growth
Sub-function
Expansion & Renewals
Shared spine tower
o2c
Hand-over points
revenue-operations

Other services in this sub-function

2 alongside this one

At-risk SaveSL9BExpansion PlaySL9C

What this page is and is not

This is a catalogue of the modeled estate.