End-to-end outcomes · one chain
OI-OTC-0071 — Order to cash
One order followed from a customer order is accepted to the cash is applied against the open item, across every function and tower it touched. Cycle time, cost and touch count below are measured on the assembled chain — start of the first stage to end of the last — not summed from the segments. An outcome is assembled, not recorded. No source system in this estate stamps a single reference across a purchase requisition, the order raised against it and the receipt that closes it, so the chains on these pages were stitched together after the fact. Where both documents sit in the same source system the chain is keyed and the join is exact. Where it crosses a system boundary the chain is matched on the party, the market, the region and whether the timing is plausible, and it is labeled inferred with its confidence shown. Where the two sides name no party in common the only evidence left is place and timing, and the chain is labeled cohort and confidence is capped low on purpose. A cohort chain is a hypothesis about which documents belong together. Read it as one.
State
Stalled
The chain had room left in the week and did not move. Its next stage never appeared.
Chain cycle
46.2 h
Wall clock, first stage start to last stage end
Of which waiting
26.1 h
56% of the chain was queue, not work
Cost to serve
$48.61
4 touches over 4 stages
A person intervened
2×
At 2 stages, marked below
Match confidence
0.64
Mixed
What this chain is, and how sure we are it is one chain
Identity, counterparty and the correlation key
The unit
Ironbridge Health Stores
Italy · Europe · EUR
Started Tue, Aug 11, 23:56, and has not ended inside the observation window.
How the stages were joined
Mixed · 0.64
The chain used more than one matching regime across its stages, so it is only as strong as its weakest join.
A chain is only as sure as its weakest join, so the figure above is the minimum across the 3 joins below, not their average.
How much of the service ran
4 / 5
3 functions · 2 towers
1 of the 5 stages were never found; the chain stops after cash applied. That is the chain as observed, not proof the work did not happen elsewhere.
The chain, stage by stage
4 stages · 26.0 h waiting · 20.2 h in work
01Order accepted
CG-O2C-000768Sales ordererp-mmSalesO2C
The chain starts here. This document is the event the business recognizes as the beginning.
In work
36 min
Touches
0
Handling
touchless
Join
Origin
On the document
$62,177
Handoff wait before this stage: 9.8 h — nothing was being done to the order for that time.
02Delivery raised a person intervened
CG-O2C-001250Delivery notetmsSupply ChainO2CWei Lin Tanexception O2C-SHT
The document crosses from erp-mm into tms, where no reference survives. Matched on the trading party, a gap of 9.8 hours against an expected 2 to 30.
In work
12.7 h
Touches
2
Handling
manual
Join
Inferred 0.76
On the document
$49,627
Handoff wait before this stage: 10.4 h — nothing was being done to the order for that time.
03Goods shipped
CG-M2D-009597ShipmenttmsSupply ChainM2D
Both documents live in tms, so the system reference carries across and the link is keyed.
In work
2.0 h
Touches
0
Handling
touchless
Join
Keyed 1.00
On the document
$33,778
Handoff wait before this stage: 5.9 h — nothing was being done to the order for that time.
04Invoice issued a person intervened
CG-O2C-000713Customer invoiceerp-fiFinanceO2CBeatriz Salgado
The document crosses from tms into erp-fi, where no reference survives. Matched on the trading party, a gap of 5.9 hours against an expected 2 to 30.
In work
4.8 h
Touches
2
Handling
assisted
Join
Inferred 0.64
On the document
$11,701
The amounts in the right-hand column are what each document carried, and they are deliberately not added up — the same money is written down once at each of the 4 stages this order passed through. This service counts value once, at invoice issued, which puts $11,701 against this chain.
Where a person intervened
2 of 4 stages were not touchless
Delivery raised
manual
Wei Lin Tan · Supply Chain · Order-to-Cash · 2 touches over 12.7 h · raised O2C-SHT
Invoice issued
assisted
Beatriz Salgado · Finance · Order-to-Cash · 2 touches over 4.8 h
Across the 1 complete chains of this service the median is 0, so this one sits above the middle. A stage counts here when its handling is assisted or manual; touchless stages are excluded.
What the time and the money went on
The chain decomposed
Waiting
26.1 h
56% of elapsed time
In work
20.2 h
44% of elapsed time
Waiting and work are an exhaustive split of the 46.2 h this chain took — every hour is in one bucket or the other. The longest single wait was 10.4 h before goods shipped.
Cost to serve, $48.61
4 touches at 11 minutes of loaded time each$42.53
4 stages of inference and system cost$6.08
Cost to serve is modeled from the touches the ledger recorded, not billed from a timesheet. Every touch is priced at 11 minutes of a person at a loaded 58 dollars an hour, and every stage carries 1.10 dollars of system cost and 0.42 dollars of inference. Handoff cost is priced separately: waiting is held at 0.90 dollars an item an hour, rework at 34 minutes, and duplicated data entry at the re-keying minutes recorded against that handoff. Change any of those six rates and every dollar on these pages moves.
1 stage raised an exception (O2C-SHT), and the chain was reworked once.
The same chain for the whole week, as a distribution
1 complete order to cash chains, 10–16 August 2026
this chain sits at the 0th percentile
1
3.0 dten equal bands of chain cycle time3.4 d
Median chain
3.0 d
p25 3.0 d · p75 3.0 d
Slowest tenth
3.0 d
worst seen 3.0 d
Median waiting
2.8 d
94% of the median chain is queue
Median cost
$7.60
p90 $7.60
The mean of 3.0 d sits on the median of 3.0 d, which is why the distribution is drawn rather than reported as an average: the gap between the median and the slowest tenth is 0 min, and it is that tail, not the average, that customers of this service actually feel. This chain is not complete, so it is not in the 1 above. The commitment is 336 hours; no chain started early enough in a one-week window to be judged against it.
The ledger behind these chains is one week, 10 to 16 August 2026, which is 168 hours. A chain that had not finished when the week ended is open, not late: the week simply stopped watching it. A chain whose commitment falls after the end of the week could never have been seen to miss, so its service level reads not measurable rather than holding. Nothing on these pages should be read as a monthly or annual attainment. This chain had not finished when the window closed, so its cycle time is a floor, not a duration — it is right-censored, and it is not counted as a breach anywhere on this platform.