Standard operating procedures · Revenue Growth Management
The Revenue Growth Management procedure manual
33 written procedures across 11 teams, made of 171 numbered steps. 32 of those steps are a person deciding and 139 are agent work … more
Procedures
33
Median 5 steps long.
Numbered steps
171
Every one carries exactly one actor.
Decision points
32
19% of this function's steps stop for a person.
Agent steps
139
68 of them on the shared spine.
Named agents
88
Registered against the teams inside this function.
Units a week
107,675
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
SVP Revenue Growth Management
The end of the escalation path for every procedure in this manual. more
Chief of staff
RGM 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
79% now · 88% target
This is the function’s declared autonomy, not a reading taken from the procedures. Measured off the procedures themselves, 81% 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
Deal desk decision time
cycle-time · target 8 hrs · Rolling 30 days, 95th percentile
Attainment is 96.5% against a target of 8 hrs.
Desk intake to decision recorded on the unit.
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 |
|---|---|---|---|---|
Quote above $250,000 approval | Any quote exceeding $250,000 total contract value | Deal desk | 4 business hours | No |
Margin below floor approval | Any configuration priced beneath the published margin floor | Deal desk and Finance | 1 business day | No |
Territory change affecting 10+ sellers approval | Coverage change touching more than 10 quota-carrying sellers | SVP Revenue Growth Management | 3 business days | No |
Commission variance above 2% escalation | Calculated payout deviating more than 2% from modeled expectation | Finance controller | 2 business days | 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. 1 of the 6 stations stop for a person and every one of them still does on this run.
- Every one of the 1 decision is still taken by the person who holds it. The happy path is that each one is released first time, not that it is skipped.
- The owning team is held to a 89% autonomy ceiling and this run sits at 82% 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.
One decision, held by Director, Billing Operations. more
- 04 Exception hold — 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
CRM Data Stewardship
3 procedures · 15 steps · 3 decisions
Runs the line
Data Stewardship Orchestrator
Accountable
Director, Revenue Data
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns record work end to end inside Revenue Growth Management. more
Why the ceiling sits there
The highest-autonomy sub-function in the revenue stack. more
The 2 rules every procedure in this team runs inside
CRM Data Stewardship Decision Envelope
supersededRO1-POL-200 · Envelope · v2.0 · approved by Director, Revenue Data
Agents in this lane may act without a human when the record sits inside the stated value, risk and confidence envelope. more
CRM Data Stewardship Evidence Standard
activeRO1-POL-201 · Evidence · v4.8 · approved by Director, Revenue 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 | |
|---|---|---|---|---|---|---|---|
| RO1A | Continuous HygieneT | 6 | 1 | 83% | 3,968 | ||
| RO1B | Account Hierarchy RebuildT | 5 | 1 | 80% | 7,975 | ||
| RO1C | Data Quality ReportA | 4 | 1 | 75% | 82 |
Pricing & Rate Cards
3 procedures · 16 steps · 4 decisions
Runs the line
Pricing Orchestrator
Accountable
VP Pricing
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns price change work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Deliberately capped low. Price is the most consequential number the company publishes, and a wrong rate card propagates into every open quote within minutes.
The 3 rules every procedure in this team runs inside
Pricing & Rate Cards Decision Envelope
activeRO2-POL-200 · Envelope · v4.7 · approved by VP Pricing
Agents in this lane may act without a human when the price change sits inside the stated value, risk and confidence envelope. more
Pricing & Rate Cards Evidence Standard
activeRO2-POL-201 · Evidence · v4.5 · approved by VP Pricing
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Pricing & Rate Cards Escalation Rule
activeRO2-POL-202 · Escalation · v2.9 · approved by VP Pricing
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 | |
|---|---|---|---|---|---|---|---|
| RO2A | Rate Card ReleaseT | 6 | 2 | 67% | 5,260 | ||
| RO2B | Competitive Price ResponseT | 5 | 1 | 80% | 6,337 | ||
| RO2C | Pricing Model PositionJ | 5 | 1 | 80% | 2 |
Quote-to-Order
3 procedures · 17 steps · 3 decisions
Runs the line
Quote Orchestrator
Accountable
Director, Quote Operations
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns quote work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Configuration and document generation are deterministic and fully touchless. more
The 3 rules every procedure in this team runs inside
Quote-to-Order Decision Envelope
under reviewRO3-POL-200 · Envelope · v2.7 · approved by Director, Quote Operations
Agents in this lane may act without a human when the quote sits inside the stated value, risk and confidence envelope. more
Quote-to-Order Evidence Standard
activeRO3-POL-201 · Evidence · v2.7 · approved by Director, Quote Operations
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Quote-to-Order Escalation Rule
activeRO3-POL-202 · Escalation · v4.9 · approved by Director, Quote Operations
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 | |
|---|---|---|---|---|---|---|---|
| RO3A | Quote-to-SignatureT | 8 | 2 | 75% | 6,020 | ||
| RO3B | Amendment QuoteT | 5 | 1 | 80% | 2,757 | ||
| RO3C | Quote Expiry SweepT | 4 | 0 | 100% | 1,347 |
Booking & Order Management
3 procedures · 16 steps · 2 decisions
Runs the line
Order Management Orchestrator
Accountable
Director, Order Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns order work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Straight-through order processing is the point of the shared-services spine. more
The 2 rules every procedure in this team runs inside
Booking & Order Management Decision Envelope
activeRO4-POL-200 · Envelope · v4.5 · approved by Director, Order Management
Agents in this lane may act without a human when the order sits inside the stated value, risk and confidence envelope. more
Booking & Order Management Evidence Standard
activeRO4-POL-201 · Evidence · v1.4 · approved by Director, Order 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 | |
|---|---|---|---|---|---|---|---|
| RO4A | Order-to-ProvisionT | 7 | 0 | 100% | 2,101 | ||
| RO4B | Order ExceptionT | 5 | 1 | 80% | 5,812 | ||
| RO4C | Backlog ReviewA | 4 | 1 | 75% | 73 |
Billing Interlock
3 procedures · 14 steps · 3 decisions
Runs the line
Billing Interlock Orchestrator
Accountable
Director, Billing Operations
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns bill line work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Rating and accuracy checks run touchless at high volume. more
The 2 rules every procedure in this team runs inside
Billing Interlock Decision Envelope
activeRO5-POL-200 · Envelope · v5.4 · approved by Director, Billing Operations
Agents in this lane may act without a human when the bill line sits inside the stated value, risk and confidence envelope. more
Billing Interlock Evidence Standard
activeRO5-POL-201 · Evidence · v2.5 · approved by Director, Billing 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 | |
|---|---|---|---|---|---|---|---|
| RO5A | Bill Run InterlockT | 6 | 1 | 83% | 2,350 | ||
| RO5B | Dispute Prevention SweepT | 4 | 1 | 75% | 736 | ||
| RO5C | Proration CorrectionT | 4 | 1 | 75% | 3,803 |
Revenue Recognition Interlock
3 procedures · 15 steps · 3 decisions
Runs the line
Revenue Recognition Orchestrator
Accountable
Director, Revenue Accounting
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns revenue schedule work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Parsing and allocation are agentic, but revenue recognition is externally audited. more
The 3 rules every procedure in this team runs inside
Revenue Recognition Interlock Decision Envelope
activeRO6-POL-200 · Envelope · v4.8 · approved by Director, Revenue Accounting
Agents in this lane may act without a human when the revenue schedule sits inside the stated value, risk and confidence envelope. more
Revenue Recognition Interlock Evidence Standard
under reviewRO6-POL-201 · Evidence · v4.4 · approved by Director, Revenue Accounting
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Revenue Recognition Interlock Escalation Rule
activeRO6-POL-202 · Escalation · v2.6 · approved by Director, Revenue Accounting
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 | |
|---|---|---|---|---|---|---|---|
| RO6A | Contract Recognition SetupT | 6 | 1 | 83% | 3,206 | ||
| RO6B | Modification HandlingT | 5 | 1 | 80% | 8,025 | ||
| RO6C | Period Close InterlockT | 4 | 1 | 75% | 6,159 |
Renewals & Churn Ops
3 procedures · 16 steps · 2 decisions
Runs the line
Renewal Ops Orchestrator
Accountable
Director, Renewal Operations
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns renewal record work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Auto-renewal and cancellation processing are contractual mechanics that run touchless. more
The 2 rules every procedure in this team runs inside
Renewals & Churn Ops Decision Envelope
activeRO7-POL-200 · Envelope · v3.7 · approved by Director, Renewal Operations
Agents in this lane may act without a human when the renewal record sits inside the stated value, risk and confidence envelope. more
Renewals & Churn Ops Evidence Standard
activeRO7-POL-201 · Evidence · v3.6 · approved by Director, Renewal 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 | |
|---|---|---|---|---|---|---|---|
| RO7A | Auto-renewal RunT | 6 | 0 | 100% | 1,062 | ||
| RO7B | Cancellation ProcessingT | 6 | 1 | 83% | 2,542 | ||
| RO7C | Churn Cohort AnalysisA | 4 | 1 | 75% | 56 |
Territory & Comp Ops
3 procedures · 15 steps · 3 decisions
Runs the line
Territory Ops Orchestrator
Accountable
Director, Sales Operations
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns assignment work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Rules-based crediting runs automatically. more
The 2 rules every procedure in this team runs inside
Territory & Comp Ops Decision Envelope
activeRO8-POL-200 · Envelope · v4.8 · approved by Director, Sales Operations
Agents in this lane may act without a human when the assignment sits inside the stated value, risk and confidence envelope. more
Territory & Comp Ops Evidence Standard
activeRO8-POL-201 · Evidence · v4.5 · approved by Director, Sales 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 | |
|---|---|---|---|---|---|---|---|
| RO8A | Assignment ChangeT | 6 | 1 | 83% | 8,139 | ||
| RO8B | Credit & Split ResolutionT | 4 | 1 | 75% | 6,446 | ||
| RO8C | Plan Load CycleT | 5 | 1 | 80% | 6,703 |
Forecast Integrity
3 procedures · 13 steps · 2 decisions
Runs the line
Forecast Integrity Orchestrator
Accountable
VP Revenue Growth Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns submission work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Scoring and pattern detection are fully agentic and deliberately published. more
The 3 rules every procedure in this team runs inside
Forecast Integrity Decision Envelope
activeRO9-POL-200 · Envelope · v2.6 · approved by VP Revenue Growth Management
Agents in this lane may act without a human when the submission sits inside the stated value, risk and confidence envelope. more
Forecast Integrity Evidence Standard
activeRO9-POL-201 · Evidence · v2.4 · approved by VP Revenue Growth Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Forecast Integrity Escalation Rule
activeRO9-POL-202 · Escalation · v5.6 · approved by VP Revenue Growth 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 | |
|---|---|---|---|---|---|---|---|
| RO9A | Weekly Integrity CheckA | 5 | 1 | 80% | 74 | ||
| RO9B | Divergence InvestigationA | 5 | 1 | 80% | 85 | ||
| RO9C | Accuracy ScorecardA | 3 | 0 | 100% | 27 |
Systems & Integration
3 procedures · 17 steps · 3 decisions
Runs the line
Revenue Systems Orchestrator
Accountable
Director, Revenue Systems
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns change work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Detection, retry and restore are automated. more
The 4 rules every procedure in this team runs inside
Systems & Integration Decision Envelope
activeRO10-POL-200 · Envelope · v4.1 · approved by Director, Revenue Systems
Agents in this lane may act without a human when the change sits inside the stated value, risk and confidence envelope. more
Systems & Integration Evidence Standard
activeRO10-POL-201 · Evidence · v5.3 · approved by Director, Revenue Systems
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Systems & Integration Escalation Rule
activeRO10-POL-202 · Escalation · v2.6 · approved by Director, Revenue Systems
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
Systems & Integration Autonomy Ceiling
under reviewRO10-POL-203 · Ceiling · v4.1 · approved by Director, Revenue Systems
The ceiling for this lane is 80 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| RO10A | Integration IncidentT | 6 | 1 | 83% | 563 | ||
| RO10B | Schema Change ReleaseT | 7 | 1 | 86% | 2,498 | ||
| RO10C | Access ReviewT | 4 | 1 | 75% | 6,722 |
Revenue Analytics
3 procedures · 17 steps · 4 decisions
Runs the line
Revenue Analytics Orchestrator
Accountable
VP Revenue Analytics
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns analysis work end to end inside Revenue Growth Management. more
Why the ceiling sits there
Analysis and drafting are agentic. more
The 4 rules every procedure in this team runs inside
Revenue Analytics Decision Envelope
activeRO11-POL-200 · Envelope · v1.8 · approved by VP Revenue Analytics
Agents in this lane may act without a human when the analysis sits inside the stated value, risk and confidence envelope. more
Revenue Analytics Evidence Standard
activeRO11-POL-201 · Evidence · v1.7 · approved by VP Revenue Analytics
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Revenue Analytics Escalation Rule
activeRO11-POL-202 · Escalation · v4.7 · approved by VP Revenue Analytics
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
Revenue Analytics Autonomy Ceiling
under reviewRO11-POL-203 · Ceiling · v3.8 · approved by VP Revenue Analytics
The ceiling for this lane is 78 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| RO11A | Monthly Revenue ReadA | 6 | 1 | 83% | 68 | ||
| RO11B | Board Pack BuildT | 6 | 2 | 67% | 6,676 | ||
| RO11C | Revenue Architecture PositionJ | 5 | 1 | 80% | 1 |
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