Standard operating procedures · Customer Service
The Customer Service procedure manual
33 written procedures across 11 teams, made of 191 numbered steps. 19 of those steps are a person deciding and 172 are agent work … more
Procedures
33
Median 6 steps long.
Numbered steps
191
Every one carries exactly one actor.
Decision points
19
10% of this function's steps stop for a person.
Agent steps
172
46 of them on the shared spine.
Named agents
110
Registered against the teams inside this function.
Units a week
85,201
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
Chief Customer Officer
The end of the escalation path for every procedure in this manual. more
Chief of staff
Customer Service 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
72% now · 82% target
This is the function’s declared autonomy, not a reading taken from the procedures. Measured off the procedures themselves, 90% 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
Case first response
response-time · target 20 mins · Rolling 30 days, 90th percentile
Attainment is 97.6% against a target of 20 mins.
Case created to first substantive response, agent or human, from the service platform.
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 |
|---|---|---|---|---|
Refund or remedy above $500 approval | Any single remedy exceeding $500 in customer value | Service manager | 4 business hours | No |
Vulnerability or hardship indicator escalation | Any signal of hardship, bereavement, distress or safety risk | Trained human specialist | Immediate | No |
Legal complaint or regulatory reference escalation | Any legal threat, regulator mention or formal complaint | Legal and service leadership | 2 hours | No |
Departure from published remedy approval | Any resolution outside the published remedy catalog | Service manager | 1 business day | No |
Run any procedure in this manual
33 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. 0 of the 7 stations stop for a person and every one of them still does on this run.
- There is no decision point on this procedure, so nothing was waived to make the run clean.
- The owning team is held to a 92% autonomy ceiling and this run sits at 100% unattended, inside it.
- 1 system is attributed across the stations, and 0 of them are connected. Nothing in this run has been watched executing against a real system of record.
This procedure stops for nobody. more
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
Intake & Routing
3 procedures · 16 steps · 0 decisions
Runs the line
Intake Orchestrator
Accountable
Director, Service Intake
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns contact work end to end inside Customer Service. more
Why the ceiling sits there
The highest ceiling on the platform. more
The 4 rules every procedure in this team runs inside
Intake & Routing Decision Envelope
activeCS1-POL-200 · Envelope · v2.1 · approved by Director, Service Intake
Agents in this lane may act without a human when the contact sits inside the stated value, risk and confidence envelope. more
Intake & Routing Evidence Standard
activeCS1-POL-201 · Evidence · v1.0 · approved by Director, Service Intake
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Intake & Routing Escalation Rule
activeCS1-POL-202 · Escalation · v2.5 · approved by Director, Service Intake
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
Intake & Routing Autonomy Ceiling
activeCS1-POL-203 · Ceiling · v4.5 · approved by Director, Service Intake
The ceiling for this lane is 94 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| CS1A | Contact to Routed CaseT | 6 | 0 | 100% | 2,640 | ||
| CS1B | Self-Service DeflectionT | 5 | 0 | 100% | 463 | ||
| CS1C | Surge AbsorptionT | 5 | 0 | 100% | 1,122 |
Tier-1 Resolution
3 procedures · 18 steps · 2 decisions
Runs the line
Tier-1 Resolution Orchestrator
Accountable
Director, Tier-1 Service
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns case work end to end inside Customer Service. more
Why the ceiling sits there
Agents resolve the long tail end to end inside a value envelope. more
The 4 rules every procedure in this team runs inside
Tier-1 Resolution Decision Envelope
activeCS2-POL-200 · Envelope · v5.8 · approved by Director, Tier-1 Service
Agents in this lane may act without a human when the case sits inside the stated value, risk and confidence envelope. more
Tier-1 Resolution Evidence Standard
activeCS2-POL-201 · Evidence · v3.1 · approved by Director, Tier-1 Service
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Tier-1 Resolution Escalation Rule
activeCS2-POL-202 · Escalation · v5.6 · approved by Director, Tier-1 Service
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
Tier-1 Resolution Autonomy Ceiling
under reviewCS2-POL-203 · Ceiling · v4.3 · approved by Director, Tier-1 Service
The ceiling for this lane is 90 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| CS2A | Query to ResolutionT | 6 | 0 | 100% | 916 | ||
| CS2B | Billing DisputeT | 6 | 1 | 83% | 1,787 | ||
| CS2C | Goodwill CreditT | 6 | 1 | 83% | 796 |
Tier-2 Technical
3 procedures · 18 steps · 1 decisions
Runs the line
Tier-2 Technical Orchestrator
Accountable
Director, Technical Support
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns escalated case work end to end inside Customer Service. more
Why the ceiling sits there
Diagnosis and workarounds are agentic. more
The 2 rules every procedure in this team runs inside
Tier-2 Technical Decision Envelope
activeCS3-POL-200 · Envelope · v5.3 · approved by Director, Technical Support
Agents in this lane may act without a human when the escalated case sits inside the stated value, risk and confidence envelope. more
Tier-2 Technical Evidence Standard
activeCS3-POL-201 · Evidence · v5.2 · approved by Director, Technical Support
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 | |
|---|---|---|---|---|---|---|---|
| CS3A | Escalated Case to FixT | 7 | 0 | 100% | 5,568 | ||
| CS3B | Defect HandoffT | 6 | 0 | 100% | 1,700 | ||
| CS3C | Recurring Issue AnalysisA | 5 | 1 | 80% | 88 |
Case Management
3 procedures · 17 steps · 1 decisions
Runs the line
Case Management Orchestrator
Accountable
Director, Service Operations
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns case work end to end inside Customer Service. more
Why the ceiling sits there
Lifecycle mechanics, SLA clocks and dedupe are pure state management. more
The 2 rules every procedure in this team runs inside
Case Management Decision Envelope
activeCS4-POL-200 · Envelope · v2.0 · approved by Director, Service Operations
Agents in this lane may act without a human when the case sits inside the stated value, risk and confidence envelope. more
Case Management Evidence Standard
supersededCS4-POL-201 · Evidence · v2.1 · approved by Director, Service Operations
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 | |
|---|---|---|---|---|---|---|---|
| CS4A | Case LifecycleT | 7 | 0 | 100% | 5,193 | ||
| CS4B | Backlog SweepT | 5 | 1 | 80% | 2,856 | ||
| CS4C | Reopen HandlingT | 5 | 0 | 100% | 7,814 |
Knowledge Management
3 procedures · 17 steps · 3 decisions
Runs the line
Knowledge Orchestrator
Accountable
Head of Knowledge Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns article work end to end inside Customer Service. more
Why the ceiling sits there
Drafting and localization are agentic. more
The 2 rules every procedure in this team runs inside
Knowledge Management Decision Envelope
activeCS5-POL-200 · Envelope · v3.3 · approved by Head of Knowledge Management
Agents in this lane may act without a human when the article sits inside the stated value, risk and confidence envelope. more
Knowledge Management Evidence Standard
activeCS5-POL-201 · Evidence · v4.2 · approved by Head of Knowledge Management
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 | |
|---|---|---|---|---|---|---|---|
| CS5A | Gap to Published ArticleT | 6 | 1 | 83% | 1,401 | ||
| CS5B | Freshness CycleT | 5 | 1 | 80% | 7,182 | ||
| CS5C | Knowledge Doctrine ReviewJ | 6 | 1 | 83% | 2 |
Field Service Dispatch
3 procedures · 19 steps · 1 decisions
Runs the line
Dispatch Orchestrator
Accountable
Director, Field Service
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns field job work end to end inside Customer Service. more
Why the ceiling sits there
Matching, routing and rescheduling are optimization problems agents solve better than dispatchers. more
The 3 rules every procedure in this team runs inside
Field Service Dispatch Decision Envelope
activeCS6-POL-200 · Envelope · v4.2 · approved by Director, Field Service
Agents in this lane may act without a human when the field job sits inside the stated value, risk and confidence envelope. more
Field Service Dispatch Evidence Standard
activeCS6-POL-201 · Evidence · v4.9 · approved by Director, Field Service
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Field Service Dispatch Escalation Rule
activeCS6-POL-202 · Escalation · v1.0 · approved by Director, Field Service
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 | |
|---|---|---|---|---|---|---|---|
| CS6A | Job to CompletionT | 9 | 0 | 100% | 5,851 | ||
| CS6B | Same-day Re-optimizationT | 5 | 0 | 100% | 5,732 | ||
| CS6C | Parts EscalationT | 5 | 1 | 80% | 3,343 |
Warranty & Returns
3 procedures · 18 steps · 1 decisions
Runs the line
Warranty & Returns Orchestrator
Accountable
Director, Warranty & Returns
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns claim work end to end inside Customer Service. more
Why the ceiling sits there
Warranty validation and return authorization are rule-driven with strong fraud signals. more
The 2 rules every procedure in this team runs inside
Warranty & Returns Decision Envelope
supersededCS7-POL-200 · Envelope · v1.3 · approved by Director, Warranty & Returns
Agents in this lane may act without a human when the claim sits inside the stated value, risk and confidence envelope. more
Warranty & Returns Evidence Standard
activeCS7-POL-201 · Evidence · v4.5 · approved by Director, Warranty & Returns
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 | |
|---|---|---|---|---|---|---|---|
| CS7A | Claim to ResolutionT | 7 | 0 | 100% | 2,755 | ||
| CS7B | Supplier RecoveryT | 5 | 0 | 100% | 2,538 | ||
| CS7C | Repair vs Replace PositionJ | 6 | 1 | 83% | 5 |
Voice of Customer
3 procedures · 18 steps · 2 decisions
Runs the line
Voice of Customer Orchestrator
Accountable
Head of Customer Experience
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns feedback theme work end to end inside Customer Service. more
Why the ceiling sits there
Ingestion and theme extraction are agentic at full volume. more
The 3 rules every procedure in this team runs inside
Voice of Customer Decision Envelope
under reviewCS8-POL-200 · Envelope · v1.8 · approved by Head of Customer Experience
Agents in this lane may act without a human when the feedback theme sits inside the stated value, risk and confidence envelope. more
Voice of Customer Evidence Standard
activeCS8-POL-201 · Evidence · v4.5 · approved by Head of Customer Experience
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Voice of Customer Escalation Rule
supersededCS8-POL-202 · Escalation · v2.6 · approved by Head of Customer Experience
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 | |
|---|---|---|---|---|---|---|---|
| CS8A | Feedback to InsightA | 6 | 1 | 83% | 12 | ||
| CS8B | Detractor Closed LoopT | 6 | 0 | 100% | 3,980 | ||
| CS8C | Experience Strategy PositionJ | 6 | 1 | 83% | 5 |
Quality & Coaching
3 procedures · 16 steps · 3 decisions
Runs the line
Quality Orchestrator
Accountable
Director, Service Quality
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns quality review work end to end inside Customer Service. more
Why the ceiling sits there
Scoring at 100 percent coverage is a genuine agentic unlock. more
The 4 rules every procedure in this team runs inside
Quality & Coaching Decision Envelope
supersededCS9-POL-200 · Envelope · v4.8 · approved by Director, Service Quality
Agents in this lane may act without a human when the quality review sits inside the stated value, risk and confidence envelope. more
Quality & Coaching Evidence Standard
activeCS9-POL-201 · Evidence · v4.2 · approved by Director, Service Quality
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Quality & Coaching Escalation Rule
activeCS9-POL-202 · Escalation · v1.3 · approved by Director, Service Quality
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
Quality & Coaching Autonomy Ceiling
activeCS9-POL-203 · Ceiling · v3.6 · approved by Director, Service Quality
The ceiling for this lane is 72 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| CS9A | Sample to Coaching ActionT | 6 | 1 | 83% | 8,078 | ||
| CS9B | Compliance ScreeningT | 5 | 1 | 80% | 6,388 | ||
| CS9C | Calibration CycleA | 5 | 1 | 80% | 57 |
Workforce Management
3 procedures · 16 steps · 2 decisions
Runs the line
Workforce Management Orchestrator
Accountable
Director, Workforce Management
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns roster work end to end inside Customer Service. more
Why the ceiling sits there
Forecasting and intraday rebalancing are agentic. more
The 3 rules every procedure in this team runs inside
Workforce Management Decision Envelope
activeCS10-POL-200 · Envelope · v3.2 · approved by Director, Workforce Management
Agents in this lane may act without a human when the roster sits inside the stated value, risk and confidence envelope. more
Workforce Management Evidence Standard
activeCS10-POL-201 · Evidence · v2.6 · approved by Director, Workforce Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Workforce Management Escalation Rule
activeCS10-POL-202 · Escalation · v2.4 · approved by Director, Workforce Management
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 | |
|---|---|---|---|---|---|---|---|
| CS10A | Forecast to ScheduleA | 6 | 1 | 83% | 54 | ||
| CS10B | Intraday RebalanceT | 5 | 0 | 100% | 6,682 | ||
| CS10C | Outsourcer AllocationA | 5 | 1 | 80% | 74 |
Service Analytics
3 procedures · 18 steps · 3 decisions
Runs the line
Service Analytics Orchestrator
Accountable
Head of Service Analytics
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns analysis work end to end inside Customer Service. more
Why the ceiling sits there
Assembly and driver analysis are agentic end to end. more
The 2 rules every procedure in this team runs inside
Service Analytics Decision Envelope
activeCS11-POL-200 · Envelope · v5.2 · approved by Head of Service Analytics
Agents in this lane may act without a human when the analysis sits inside the stated value, risk and confidence envelope. more
Service Analytics Evidence Standard
activeCS11-POL-201 · Evidence · v5.1 · approved by Head of Service Analytics
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 | |
|---|---|---|---|---|---|---|---|
| CS11A | Period Service ReviewA | 6 | 1 | 83% | 53 | ||
| CS11B | Contact Driver ReductionA | 6 | 1 | 83% | 61 | ||
| CS11C | Cost-to-Serve PositionJ | 6 | 1 | 83% | 5 |
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