Operate · Standard operating procedures
Every procedure the company runs, written out, function by function
SG&A is a collection of functions and a significant heartbeat of a company, and each of those functions runs on procedures that mostly live in somebody's head. more
Where these procedures come from
Generated from the estate, not authored
Nobody wrote these procedures. more
How a step gets its actor
A step is one station on the line. more
How the RACI is assigned
The responsibility grid is assigned by a rule, not lifted from a chart. more
What a procedure cannot claim
The twenty-four controls and eighteen exception classes in this platform are held at estate level … more
One manual per function
475 procedures, grouped by the function that owns them
Each function keeps its own manual. Open one and you get the mission, the person accountable, the governance gates that apply to the whole function, the service level it is measured against, and then every team inside it with its orchestrator, its autonomy ceiling, the rules it is bound by and the procedures it runs. The bar on each card is the lane split across that function’s steps.
Sales
Run the account estate as a continuously sensed system: research, briefs, CRM truth, follow-up and pipeline risk are agent work more
33
Procedures
194
Steps
36
Decisions
81%
Agent
11 teams · 33 rules · 99 named agents · 73,770 units a week
Marketing
Operate campaign and content supply chains within approved objectives, budgets, audiences and brand constraints, with consent and claims enforced before anything reaches a market.
33
Procedures
190
Steps
35
Decisions
82%
Agent
11 teams · 31 rules · 98 named agents · 84,963 units a week
Revenue Growth Management
Run territory, pipeline, forecast, routing, quote and renewal operations through policies and live signals rather than spreadsheet-driven periodic cycles.
33
Procedures
171
Steps
32
Decisions
81%
Agent
11 teams · 30 rules · 88 named agents · 107,675 units a week
Legal
Industrialize intake, drafting, obligation monitoring and regulatory sensing so legal attention concentrates on judgment, privilege, negotiation and representation.
33
Procedures
202
Steps
48
Decisions
76%
Agent
11 teams · 34 rules · 92 named agents · 108,092 units a week
Procurement & Source-to-Pay
Make every buying request land on a compliant path, then run sourcing, negotiation, ordering and matching as bounded agent work under sanctions, supplier and payment controls.
33
Procedures
186
Steps
42
Decisions
77%
Agent
11 teams · 34 rules · 92 named agents · 103,441 units a week
Supply Chain
Sense demand, inventory, capacity and disruption continuously more
33
Procedures
178
Steps
30
Decisions
83%
Agent
11 teams · 33 rules · 91 named agents · 114,337 units a week
Engineering
Run the intent-to-release graph as a governed system: decomposition, code generation, testing, documentation, vulnerability detection and deployment preparation are agent work … more
33
Procedures
176
Steps
37
Decisions
79%
Agent
11 teams · 34 rules · 89 named agents · 116,848 units a week
Research & Development
Connect scientific programs to resources, evidence and decision gates: retrieval, scheduling, data integrity, simulation and reproducibility are agent work more
33
Procedures
184
Steps
40
Decisions
78%
Agent
11 teams · 34 rules · 86 named agents · 88,371 units a week
Finance
Run the close-to-plan rhythm as a continuously reconciled system: matching, reconciliation, standard journals, cash application and reporting assembly are agent work … more
33
Procedures
196
Steps
46
Decisions
77%
Agent
11 teams · 37 rules · 90 named agents · 105,013 units a week
Human Resources
Run hire-to-retire as one coordinated work graph: requisition administration, scheduling, onboarding, policy service and records are agent work more
36
Procedures
235
Steps
47
Decisions
80%
Agent
11 teams · 36 rules · 106 named agents · 122,363 units a week
Information Technology
Run service, identity and infrastructure as a self-healing estate: classification, routine resolution, approved provisioning, telemetry correlation and patch staging are agent work … more
33
Procedures
195
Steps
34
Decisions
83%
Agent
11 teams · 34 rules · 90 named agents · 109,766 units a week
Administration
Run executive and workplace services as a coordinated attention system … more
37
Procedures
216
Steps
29
Decisions
87%
Agent
11 teams · 31 rules · 111 named agents · 98,948 units a week
Customer Service
Resolve common issues end to end across knowledge, billing, inventory and scheduling systems, while routing vulnerability, ambiguity and emotion to humans who can genuinely help.
33
Procedures
191
Steps
19
Decisions
90%
Agent
11 teams · 31 rules · 110 named agents · 85,201 units a week
AI GBS & Global Business Services
Operate shared services as an enterprise control tower and digital-workforce factory … more
39
Procedures
234
Steps
33
Decisions
86%
Agent
11 teams · 33 rules · 119 named agents · 144,910 units a week
Where a person still decides
405 of the 475 procedures hold at least one decision point, and 70 hold none at all. A decision point is a step where the line stops until a named person releases it, with a written release rule and a clock. 151 distinct job titles appear as releasers across the library.
Legal is the most human of them at 24% person work by step, and Customer Service the least at 10%. That gap is the shape of the work, not a score.
Where the agents do the work
2,240 of the 2,748 steps run without a person present, which is 82% of the library. 1,361 named agents own those steps, and each one on a procedure page carries its own class, layer, autonomy level, ceiling, success rate and override rate, plus the sentence describing what it escalates and to whom.
851 of the agent steps are done on the shared AI GBS spine rather than inside the function. Those are drawn in their own lane on every swimlane, because who does the work and where it is done are two different questions.
Where the work crosses a seam
143 steps across the library hand their unit to a different function. Every procedure lists its own handoffs by step number and destination, so the seams are readable from inside the document rather than only from a chart above it.
56 governance gates are declared across the function estate. Those are function-level rules, not procedure-level, and each manual prints its own.
Find a procedure
All 475, searchable
475 of 475 procedures shown. Each row opens the full written procedure: purpose, scope, numbered steps, roles, swimlane, decision points, handoffs and the rules it runs inside.
What these procedures would run on
0 of 26 connected
System attribution is a rule, not a reading. more
None of the 26 systems in the register is connected to this platform. That is the honest state and it is printed on every procedure page: the system named against a step is the system work of that shape would touch, attributed by a written rule, not a system anybody has watched the step run against.
Read this before you quote it
These procedures describe the modeled estate. more
Actions
What is waiting on a person
What the procedure library tells you to go and read. more
procedures have no step where a person can stop it
A procedure with no gate runs end to end without a human pause. more
governing rules behind these procedures are not currently active
Every procedure cites the rules its owning team is bound by. 46 of them are under review and 24 are superseded. more
decisions sit inside one function, Legal
Legal holds more human decision points across its written procedures than any other function. more
systems named in these procedures are not connected
Every step in every procedure has a system attributed to it by a written rule. more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
475 written procedures across 154 teams in 14 functions, made of 2,748 numbered steps. 2,240 of those steps are agent work and 508 are a person deciding … more
Live observability
What the record shows right now
Every numbered step in every procedure falls into exactly one of these three lanes, and they add to 2,748. The split is read off the estate rather than asserted … more
Current distribution
2,748 steps
Is policy and strategy coming to fruition
Whether the written intent is holding here
Half. Every procedure the estate knows about is written out and every actor on it is measured … more
Not holding on the record
The written intent is that anybody can open any procedure the company runs and read, without asking, what it is for, what starts it, who does each step … more