Standard operating procedures · AI GBS & Global Business Services
The AI GBS & Global Business Services procedure manual
39 written procedures across 11 teams, made of 234 numbered steps. 33 of those steps are a person deciding and 201 are agent work … more
Procedures
39
Median 6 steps long.
Numbered steps
234
Every one carries exactly one actor.
Decision points
33
14% of this function's steps stop for a person.
Agent steps
201
108 of them on the shared spine.
Named agents
119
Registered against the teams inside this function.
Units a week
144,910
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
Head of Global Business Services
The end of the escalation path for every procedure in this manual. more
Chief of staff
GBS Chief of Staff
Holds the operating rhythm of the function: the cadence these procedures are reviewed on and the queue of changes waiting to be made to them.
Autonomy across this function
81% now · 88% target
This is the function’s declared autonomy, not a reading taken from the procedures. Measured off the procedures themselves, 86% of the steps in this manual run without a person. The two are different questions and they do not have to agree.
The service level
Cross-tower transaction availability
availability · target 99.7 % · Calendar month
Nothing measures this yet. The target is declared; the attainment is not.
Composed from the four tower dashboards, each of which reports its own availability. more
Governance gates on this function
4 declared
These are rules about the function as a whole, not about one procedure. more
| Gate | What trips it | Who releases it | Clock | Waivable |
|---|---|---|---|---|
Autonomy level increase approval | Any move of an agent or workflow to a higher autonomy band | Business owner and risk | 5 business days | No |
New data class processing approval | Any service processing a data class not already approved | Risk and privacy officer | 5 business days | No |
Outsourcing or service removal approval | Any material operating-model, sourcing or service-portfolio change | GBS executive committee | 10 business days | No |
Agent recertification oversight | Quarterly evaluation of every agent against its published certification criteria | Agent governance board | Quarterly | No |
Run any procedure in this manual
39 to choose from
This is a run, not a forecast. One unit enters the procedure and is walked station by station in the recorded order, each station taking exactly the dwell the estate records for it, held by whoever the estate says holds it. The clock you watch is worked time: the sum of the time the work is actually being done. Pick a procedure on the left and press run. Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. Viable means the path is the one the estate already permits: the lanes are the recorded lanes, every decision that stops for a person still stops for that person, and no step is moved unless the owning team has autonomy ceiling left to cover it. It is a floor for how fast this procedure can go while staying inside its own rules, not a promise about any particular Tuesday.
Nothing has happened yet. more
- The lanes are the recorded lanes. 2 of the 9 stations stop for a person and every one of them still does on this run.
- Every one of the 2 decisions is still taken by the people who hold them. The happy path is that each one is released first time, not that it is skipped.
- The owning team is held to a 80% autonomy ceiling and this run sits at 73% unattended, inside it.
- 6 systems are attributed across the stations, and 0 of them are connected. Nothing in this run has been watched executing against a real system of record.
Nothing moves. 73% of the worked time already runs unattended and the owning team is held to a 80% ceiling, so the next decision cannot be handed over until somebody raises that ceiling.
- 04 Approve — Handing this over would put 107% of the worked time in the unattended lane, past the 80% ceiling this team is held to.
- 07 Control review — The last decision on the line. Something on every procedure ends with a person, so this one is never offered.
This is a run, not a forecast. more
Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. more
The second clock is the allowance. more
A decision may be handed to the agent lane only if two things hold … more
The run reads the station rows only. more
What this run does not model: arrival patterns, contention between procedures for the same person, shift patterns, weekends, learning curves, and the cost of anything. more
H2R Control Tower
4 procedures · 27 steps · 3 decisions
Runs the line
Hire-to-Retire Tower Orchestrator
Accountable
Tower Lead, Hire-to-Retire
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns payroll transaction work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
The tower processes at scale with deterministic rules. more
The 2 rules every procedure in this team runs inside
H2R Control Tower Decision Envelope
activeGB1-POL-200 · Envelope · v5.0 · approved by Tower Lead, Hire-to-Retire
Agents in this lane may act without a human when the payroll transaction sits inside the stated value, risk and confidence envelope. more
H2R Control Tower Evidence Standard
activeGB1-POL-201 · Evidence · v4.7 · approved by Tower Lead, Hire-to-Retire
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB1A | Payroll CycleT | 9 | 2 | 78% | 7,327 | ||
| GB1B | Employee Data ChangeT | 6 | 0 | 100% | 8,035 | ||
| GB1C | Time & Absence CycleT | 6 | 1 | 83% | 7,344 | ||
| GB1D | Benefits EnrollmentT | 6 | 0 | 100% | 2,820 |
S2P Control Tower
4 procedures · 24 steps · 4 decisions
Runs the line
Source-to-Pay Tower Orchestrator
Accountable
Tower Lead, Source-to-Pay
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns invoice work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Three-way match and invoice capture are the most mature agentic transactions in the enterprise. more
The 4 rules every procedure in this team runs inside
S2P Control Tower Decision Envelope
activeGB2-POL-200 · Envelope · v1.4 · approved by Tower Lead, Source-to-Pay
Agents in this lane may act without a human when the invoice sits inside the stated value, risk and confidence envelope. more
S2P Control Tower Evidence Standard
activeGB2-POL-201 · Evidence · v1.2 · approved by Tower Lead, Source-to-Pay
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
S2P Control Tower Escalation Rule
activeGB2-POL-202 · Escalation · v2.2 · approved by Tower Lead, Source-to-Pay
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
S2P Control Tower Autonomy Ceiling
activeGB2-POL-203 · Ceiling · v4.1 · approved by Tower Lead, Source-to-Pay
The ceiling for this lane is 93 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB2A | Requisition to POT | 6 | 1 | 83% | 2,712 | ||
| GB2B | Invoice to PayT | 8 | 1 | 88% | 6,072 | ||
| GB2C | Supplier OnboardingT | 5 | 1 | 80% | 6,883 | ||
| GB2D | Payment Integrity SweepT | 5 | 1 | 80% | 4,719 |
O2C Control Tower
4 procedures · 24 steps · 3 decisions
Runs the line
Order-to-Cash Tower Orchestrator
Accountable
Tower Lead, Order-to-Cash
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns invoice work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Matching, billing and dunning are fully agentic. more
The 4 rules every procedure in this team runs inside
O2C Control Tower Decision Envelope
activeGB3-POL-200 · Envelope · v1.3 · approved by Tower Lead, Order-to-Cash
Agents in this lane may act without a human when the invoice sits inside the stated value, risk and confidence envelope. more
O2C Control Tower Evidence Standard
activeGB3-POL-201 · Evidence · v1.0 · approved by Tower Lead, Order-to-Cash
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
O2C Control Tower Escalation Rule
supersededGB3-POL-202 · Escalation · v1.8 · approved by Tower Lead, Order-to-Cash
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
O2C Control Tower Autonomy Ceiling
activeGB3-POL-203 · Ceiling · v3.0 · approved by Tower Lead, Order-to-Cash
The ceiling for this lane is 92 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB3A | Order to InvoiceT | 7 | 1 | 86% | 7,641 | ||
| GB3B | Cash ApplicationT | 5 | 0 | 100% | 7,036 | ||
| GB3C | Collections CycleT | 6 | 1 | 83% | 7,557 | ||
| GB3D | Dispute to ResolutionT | 6 | 1 | 83% | 733 |
R2R Control Tower
4 procedures · 25 steps · 4 decisions
Runs the line
Record-to-Report Tower Orchestrator
Accountable
Tower Lead, Record-to-Report
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns reconciliation work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Reconciliation and accrual mechanics run agentic. more
The 4 rules every procedure in this team runs inside
R2R Control Tower Decision Envelope
activeGB4-POL-200 · Envelope · v3.4 · approved by Tower Lead, Record-to-Report
Agents in this lane may act without a human when the reconciliation sits inside the stated value, risk and confidence envelope. more
R2R Control Tower Evidence Standard
supersededGB4-POL-201 · Evidence · v1.7 · approved by Tower Lead, Record-to-Report
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
R2R Control Tower Escalation Rule
activeGB4-POL-202 · Escalation · v1.6 · approved by Tower Lead, Record-to-Report
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
R2R Control Tower Autonomy Ceiling
activeGB4-POL-203 · Ceiling · v5.3 · approved by Tower Lead, Record-to-Report
The ceiling for this lane is 89 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB4A | Period CloseT | 10 | 2 | 80% | 7,935 | ||
| GB4B | Balance Sheet ReconciliationT | 5 | 1 | 80% | 6,463 | ||
| GB4C | Intercompany SettlementT | 5 | 0 | 100% | 5,336 | ||
| GB4D | Disclosure DraftingA | 5 | 1 | 80% | 14 |
Service Catalog & Intake
3 procedures · 14 steps · 2 decisions
Runs the line
Catalog & Intake Orchestrator
Accountable
Head of Service Catalog
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns service request work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Intake and routing are pure classification. more
The 3 rules every procedure in this team runs inside
Service Catalog & Intake Decision Envelope
activeGB5-POL-200 · Envelope · v4.2 · approved by Head of Service Catalog
Agents in this lane may act without a human when the service request sits inside the stated value, risk and confidence envelope. more
Service Catalog & Intake Evidence Standard
supersededGB5-POL-201 · Evidence · v3.7 · approved by Head of Service Catalog
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Service Catalog & Intake Escalation Rule
activeGB5-POL-202 · Escalation · v5.3 · approved by Head of Service Catalog
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB5A | Request to TowerT | 5 | 0 | 100% | 6,982 | ||
| GB5B | Catalog Item ChangeT | 5 | 1 | 80% | 3,413 | ||
| GB5C | Off-catalog DemandT | 4 | 1 | 75% | 8,124 |
Global Process Ownership
3 procedures · 19 steps · 3 decisions
Runs the line
Process Ownership Orchestrator
Accountable
Global Process Owner
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns process standard work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Mining and variant detection are agentic. more
The 2 rules every procedure in this team runs inside
Global Process Ownership Decision Envelope
activeGB6-POL-200 · Envelope · v4.4 · approved by Global Process Owner
Agents in this lane may act without a human when the process standard sits inside the stated value, risk and confidence envelope. more
Global Process Ownership Evidence Standard
activeGB6-POL-201 · Evidence · v3.4 · approved by Global Process Owner
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB6A | Variant to StandardA | 7 | 1 | 86% | 86 | ||
| GB6B | Control Design ReviewA | 5 | 1 | 80% | 18 | ||
| GB6C | Global Process Design PositionJ | 7 | 1 | 86% | 2 |
Automation Factory
4 procedures · 26 steps · 4 decisions
Runs the line
Automation Factory Orchestrator
Accountable
Head of Automation
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns automation work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Build and test are agentic. more
The 2 rules every procedure in this team runs inside
Automation Factory Decision Envelope
under reviewGB7-POL-200 · Envelope · v3.4 · approved by Head of Automation
Agents in this lane may act without a human when the automation sits inside the stated value, risk and confidence envelope. more
Automation Factory Evidence Standard
activeGB7-POL-201 · Evidence · v2.2 · approved by Head of Automation
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB7A | Idea to ProductionT | 9 | 2 | 78% | 6,593 | ||
| GB7B | Regression ResponseT | 6 | 0 | 100% | 2,123 | ||
| GB7C | Portfolio RebalanceA | 5 | 1 | 80% | 67 | ||
| GB7D | Automation Portfolio PositionJ | 6 | 1 | 83% | 5 |
Master Data Management
3 procedures · 17 steps · 2 decisions
Runs the line
Master Data Orchestrator
Accountable
Head of Master Data
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns master record work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Profiling, enrichment and dedupe run agentic. more
The 2 rules every procedure in this team runs inside
Master Data Management Decision Envelope
activeGB8-POL-200 · Envelope · v5.3 · approved by Head of Master Data
Agents in this lane may act without a human when the master record sits inside the stated value, risk and confidence envelope. more
Master Data Management Evidence Standard
activeGB8-POL-201 · Evidence · v5.9 · approved by Head of Master Data
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB8A | Create to Golden RecordT | 7 | 1 | 86% | 6,329 | ||
| GB8B | Quality RemediationT | 5 | 0 | 100% | 2,490 | ||
| GB8C | Hierarchy ChangeT | 5 | 1 | 80% | 746 |
Service Delivery Management
4 procedures · 22 steps · 4 decisions
Runs the line
Service Delivery Orchestrator
Accountable
Head of Service Delivery
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns service review work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Monitoring and rebalancing are agentic. more
The 3 rules every procedure in this team runs inside
Service Delivery Management Decision Envelope
activeGB9-POL-200 · Envelope · v4.1 · approved by Head of Service Delivery
Agents in this lane may act without a human when the service review sits inside the stated value, risk and confidence envelope. more
Service Delivery Management Evidence Standard
activeGB9-POL-201 · Evidence · v1.2 · approved by Head of Service Delivery
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Service Delivery Management Escalation Rule
activeGB9-POL-202 · Escalation · v2.3 · approved by Head of Service Delivery
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB9A | SLA Watch to ActionT | 5 | 1 | 80% | 7,573 | ||
| GB9B | Monthly Service ReviewA | 5 | 1 | 80% | 27 | ||
| GB9C | Estate Health AssessmentA | 6 | 1 | 83% | 39 | ||
| GB9D | Service Delivery Model PositionJ | 6 | 1 | 83% | 2 |
Continuous Improvement
3 procedures · 17 steps · 2 decisions
Runs the line
Continuous Improvement Orchestrator
Accountable
Head of Continuous Improvement
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns improvement work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
Detection, design and measurement are agentic. more
The 4 rules every procedure in this team runs inside
Continuous Improvement Decision Envelope
activeGB10-POL-200 · Envelope · v4.8 · approved by Head of Continuous Improvement
Agents in this lane may act without a human when the improvement sits inside the stated value, risk and confidence envelope. more
Continuous Improvement Evidence Standard
activeGB10-POL-201 · Evidence · v1.2 · approved by Head of Continuous Improvement
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Continuous Improvement Escalation Rule
activeGB10-POL-202 · Escalation · v4.2 · approved by Head of Continuous Improvement
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Continuous Improvement Autonomy Ceiling
activeGB10-POL-203 · Ceiling · v1.2 · approved by Head of Continuous Improvement
The ceiling for this lane is 78 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB10A | Signal to ImprovementA | 7 | 1 | 86% | 7 | ||
| GB10B | Idea to BacklogT | 5 | 0 | 100% | 3,445 | ||
| GB10C | Benefit VerificationA | 5 | 1 | 80% | 79 |
Cost-to-Serve Management
3 procedures · 19 steps · 2 decisions
Runs the line
Cost-to-Serve Orchestrator
Accountable
Head of Service Economics
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns cost line work end to end inside AI GBS & Global Business Services. more
Why the ceiling sits there
The tower that keeps the platform honest. more
The 3 rules every procedure in this team runs inside
Cost-to-Serve Management Decision Envelope
activeGB11-POL-200 · Envelope · v1.9 · approved by Head of Service Economics
Agents in this lane may act without a human when the cost line sits inside the stated value, risk and confidence envelope. more
Cost-to-Serve Management Evidence Standard
activeGB11-POL-201 · Evidence · v2.6 · approved by Head of Service Economics
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Cost-to-Serve Management Escalation Rule
activeGB11-POL-202 · Escalation · v1.9 · approved by Head of Service Economics
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| GB11A | Period Cost-to-ServeA | 7 | 1 | 86% | 9 | ||
| GB11B | Chargeback RunT | 5 | 0 | 100% | 8,122 | ||
| GB11C | Automation Economics PositionJ | 7 | 1 | 86% | 2 |
Where this manual comes from
Nobody wrote these procedures. more
What it cannot claim
The twenty-four controls and eighteen exception classes in this platform are held at estate level … more
These procedures describe the modeled estate. more
Actions
What is waiting on a person
What a single function manual is for, and the three things worth checking the moment you open one.
governing rules bind the teams inside these functions
Every team carries between two and four rules covering evidence, envelope, escalation and ceiling. 395 are active. more
governance gates are declared across the function estate
A governance gate is a rule about the function, not about a single procedure: a threshold, a named approver and a clock. more
points separate the most and least agent-run function, Customer Service and Legal
Customer Service runs 90% of its steps without a person and Legal runs 76%. The gap is not a target and not a failing … more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
A function manual gathers every procedure the function owns, grouped by the team that runs it, with the orchestrator, the accountable human, the autonomy ceiling and the governing rules printed against each team. more
Live observability
What the record shows right now
How the manuals differ in size, by number of written procedures. more
Current distribution
211 procedures
Is policy and strategy coming to fruition
Whether the written intent is holding here
Holding on structure, not on assurance. more
Not holding on the record
Every manual is complete: 475 procedures with nothing unassigned, 154 teams each carrying an orchestrator and a named accountable human, and every step attributed to a lane. more