Standard operating procedures · Sales
The Sales procedure manual
33 written procedures across 11 teams, made of 194 numbered steps. 36 of those steps are a person deciding and 158 are agent work … more
Procedures
33
Median 5 steps long.
Numbered steps
194
Every one carries exactly one actor.
Decision points
36
19% of this function's steps stop for a person.
Agent steps
158
21 of them on the shared spine.
Named agents
99
Registered against the teams inside this function.
Units a week
73,770
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
Chief Revenue Officer
The end of the escalation path for every procedure in this manual. more
Chief of staff
Sales 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
74% now · 82% 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
Quote turnaround to the field
cycle-time · target 4 hrs · Rolling 30 days, 90th percentile
Attainment is 95.7% against a target of 4 hrs.
Quote requested to quote delivered, from the work unit ledger.
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 |
|---|---|---|---|---|
Mass campaign above 500 recipients approval | Any bounded outreach exceeding 500 recipients in a rolling 24 hours | Sales leader | 4 business hours | No |
Nonstandard commercial statement approval | Any language outside the approved commercial library | Deal desk | 1 business day | No |
Protected or executive account contact escalation | Outreach to named strategic, executive or legally protected accounts | Account executive | 2 business hours | No |
Evidence provenance audit oversight | Weekly sample of 5% of agent-produced customer briefs | Sales operations | Weekly | Yes |
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. 2 of the 8 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 72% autonomy ceiling and this run sits at 42% unattended, inside it.
- 2 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.
1 of the 2 decisions can be handed over inside the 72% ceiling. more
- 07 Rep review — held by VP Strategic Accounts, 8.3 days a unit
- 08 Ratify — 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
Territory & Quota Planning
3 procedures · 20 steps · 4 decisions
Runs the line
Territory Planning Orchestrator
Accountable
VP Sales Strategy
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns territory work end to end inside Sales. more
Why the ceiling sits there
Segmentation and capacity math are fully agentic. more
The 2 rules every procedure in this team runs inside
Territory & Quota Planning Decision Envelope
activeSL1-POL-200 · Envelope · v4.4 · approved by VP Sales Strategy
Agents in this lane may act without a human when the territory sits inside the stated value, risk and confidence envelope. more
Territory & Quota Planning Evidence Standard
activeSL1-POL-201 · Evidence · v2.4 · approved by VP Sales Strategy
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 | |
|---|---|---|---|---|---|---|---|
| SL1A | Annual Territory BuildA | 8 | 2 | 75% | 74 | ||
| SL1B | Mid-year RebalanceA | 6 | 1 | 83% | 56 | ||
| SL1C | Coverage Model PositionJ | 6 | 1 | 83% | 5 |
Account Planning
3 procedures · 18 steps · 4 decisions
Runs the line
Account Planning Orchestrator
Accountable
VP Strategic Accounts
Layers in play
strategy · observe · workflow
That team’s remit
Owns account plan work end to end inside Sales. more
Why the ceiling sits there
Agents author the account strategy end to end. more
The 3 rules every procedure in this team runs inside
Account Planning Decision Envelope
activeSL2-POL-200 · Envelope · v5.7 · approved by VP Strategic Accounts
Agents in this lane may act without a human when the account plan sits inside the stated value, risk and confidence envelope. more
Account Planning Evidence Standard
activeSL2-POL-201 · Evidence · v3.0 · approved by VP Strategic Accounts
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Account Planning Escalation Rule
activeSL2-POL-202 · Escalation · v2.5 · approved by VP Strategic Accounts
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 | |
|---|---|---|---|---|---|---|---|
| SL2A | Strategic Account PlanJ | 8 | 2 | 75% | 2 | ||
| SL2B | Quarterly Account ReviewA | 5 | 1 | 80% | 7 | ||
| SL2C | Executive Sponsor BriefT | 5 | 1 | 80% | 4,079 |
Demand Qualification
3 procedures · 16 steps · 1 decisions
Runs the line
Qualification Orchestrator
Accountable
Director, Demand Development
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns lead work end to end inside Sales. more
Why the ceiling sits there
The most deterministic step in the revenue engine. more
The 3 rules every procedure in this team runs inside
Demand Qualification Decision Envelope
activeSL3-POL-200 · Envelope · v3.6 · approved by Director, Demand Development
Agents in this lane may act without a human when the lead sits inside the stated value, risk and confidence envelope. more
Demand Qualification Evidence Standard
activeSL3-POL-201 · Evidence · v3.8 · approved by Director, Demand Development
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Demand Qualification Escalation Rule
activeSL3-POL-202 · Escalation · v1.9 · approved by Director, Demand Development
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 | |
|---|---|---|---|---|---|---|---|
| SL3A | Lead-to-MeetingT | 7 | 1 | 86% | 5,786 | ||
| SL3B | Intent Surge ResponseT | 5 | 0 | 100% | 2,145 | ||
| SL3C | Recycle & NurtureT | 4 | 0 | 100% | 1,720 |
Opportunity Management
3 procedures · 20 steps · 4 decisions
Runs the line
Opportunity Orchestrator
Accountable
VP Sales Operations
Layers in play
strategy · observe · workflow
That team’s remit
Owns opportunity work end to end inside Sales. more
Why the ceiling sits there
Hygiene, risk detection and counter-move drafting are agentic. more
The 2 rules every procedure in this team runs inside
Opportunity Management Decision Envelope
supersededSL4-POL-200 · Envelope · v2.2 · approved by VP Sales Operations
Agents in this lane may act without a human when the opportunity sits inside the stated value, risk and confidence envelope. more
Opportunity Management Evidence Standard
supersededSL4-POL-201 · Evidence · v1.7 · approved by VP 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 | |
|---|---|---|---|---|---|---|---|
| SL4A | Opportunity LifecycleT | 8 | 2 | 75% | 2,206 | ||
| SL4B | Deal Risk InterventionT | 5 | 1 | 80% | 1,820 | ||
| SL4C | Win/Loss Doctrine RefreshJ | 7 | 1 | 86% | 1 |
Solution & Proposal
3 procedures · 20 steps · 4 decisions
Runs the line
Proposal Orchestrator
Accountable
Director, Solution Consulting
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns proposal work end to end inside Sales. more
Why the ceiling sits there
Configuration, drafting and compliance mapping are near-touchless. more
The 4 rules every procedure in this team runs inside
Solution & Proposal Decision Envelope
activeSL5-POL-200 · Envelope · v1.2 · approved by Director, Solution Consulting
Agents in this lane may act without a human when the proposal sits inside the stated value, risk and confidence envelope. more
Solution & Proposal Evidence Standard
activeSL5-POL-201 · Evidence · v1.8 · approved by Director, Solution Consulting
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Solution & Proposal Escalation Rule
activeSL5-POL-202 · Escalation · v3.2 · approved by Director, Solution Consulting
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
Solution & Proposal Autonomy Ceiling
activeSL5-POL-203 · Ceiling · v5.4 · approved by Director, Solution Consulting
The ceiling for this lane is 84 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| SL5A | RFP ResponseT | 9 | 2 | 78% | 2,255 | ||
| SL5B | Standard ProposalT | 6 | 1 | 83% | 882 | ||
| SL5C | Reference & Proof PackT | 5 | 1 | 80% | 589 |
Deal Desk & Approvals
3 procedures · 18 steps · 4 decisions
Runs the line
Deal Desk Orchestrator
Accountable
Director, Deal Desk
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns deal work end to end inside Sales. more
Why the ceiling sits there
In-policy deals clear automatically with evidence posted. more
The 3 rules every procedure in this team runs inside
Deal Desk & Approvals Decision Envelope
activeSL6-POL-200 · Envelope · v3.3 · approved by Director, Deal Desk
Agents in this lane may act without a human when the deal sits inside the stated value, risk and confidence envelope. more
Deal Desk & Approvals Evidence Standard
activeSL6-POL-201 · Evidence · v2.0 · approved by Director, Deal Desk
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Deal Desk & Approvals Escalation Rule
activeSL6-POL-202 · Escalation · v2.8 · approved by Director, Deal Desk
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 | |
|---|---|---|---|---|---|---|---|
| SL6A | Deal ApprovalT | 8 | 2 | 75% | 3,120 | ||
| SL6B | Exception Precedent BuildA | 5 | 1 | 80% | 55 | ||
| SL6C | Discount Doctrine PositionJ | 5 | 1 | 80% | 3 |
Forecast & Pipeline Hygiene
3 procedures · 16 steps · 4 decisions
Runs the line
Forecast Orchestrator
Accountable
VP Revenue Growth Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns forecast cycle work end to end inside Sales. more
Why the ceiling sits there
The model forecast runs autonomously and is deliberately shown next to the human commit. more
The 4 rules every procedure in this team runs inside
Forecast & Pipeline Hygiene Decision Envelope
activeSL7-POL-200 · Envelope · v1.0 · approved by VP Revenue Growth Management
Agents in this lane may act without a human when the forecast cycle sits inside the stated value, risk and confidence envelope. more
Forecast & Pipeline Hygiene Evidence Standard
under reviewSL7-POL-201 · Evidence · v5.0 · 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 & Pipeline Hygiene Escalation Rule
under reviewSL7-POL-202 · Escalation · v2.3 · 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
Forecast & Pipeline Hygiene Autonomy Ceiling
activeSL7-POL-203 · Ceiling · v3.5 · approved by VP Revenue Growth Management
The ceiling for this lane is 80 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| SL7A | Weekly Forecast CycleA | 7 | 2 | 71% | 14 | ||
| SL7B | Hygiene RemediationT | 5 | 1 | 80% | 7,317 | ||
| SL7C | Forecast Post-mortemA | 4 | 1 | 75% | 45 |
Partner & Channel
3 procedures · 15 steps · 2 decisions
Runs the line
Channel Orchestrator
Accountable
VP Partners & Alliances
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns partner deal work end to end inside Sales. more
Why the ceiling sits there
Registration and enablement are automated. more
The 2 rules every procedure in this team runs inside
Partner & Channel Decision Envelope
activeSL8-POL-200 · Envelope · v5.7 · approved by VP Partners & Alliances
Agents in this lane may act without a human when the partner deal sits inside the stated value, risk and confidence envelope. more
Partner & Channel Evidence Standard
activeSL8-POL-201 · Evidence · v3.0 · approved by VP Partners & Alliances
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 | |
|---|---|---|---|---|---|---|---|
| SL8A | Deal RegistrationT | 5 | 1 | 80% | 5,676 | ||
| SL8B | Partner OnboardingT | 5 | 0 | 100% | 7,741 | ||
| SL8C | Channel Conflict ResolutionT | 5 | 1 | 80% | 308 |
Expansion & Renewals
3 procedures · 17 steps · 2 decisions
Runs the line
Renewal Orchestrator
Accountable
VP Customer Growth
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns renewal work end to end inside Sales. more
Why the ceiling sits there
Standard renewals process touchless at the quote. more
The 4 rules every procedure in this team runs inside
Expansion & Renewals Decision Envelope
activeSL9-POL-200 · Envelope · v4.8 · approved by VP Customer Growth
Agents in this lane may act without a human when the renewal sits inside the stated value, risk and confidence envelope. more
Expansion & Renewals Evidence Standard
supersededSL9-POL-201 · Evidence · v4.5 · approved by VP Customer Growth
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Expansion & Renewals Escalation Rule
activeSL9-POL-202 · Escalation · v2.7 · approved by VP Customer Growth
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
Expansion & Renewals Autonomy Ceiling
activeSL9-POL-203 · Ceiling · v4.2 · approved by VP Customer Growth
The ceiling for this lane is 82 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| SL9A | Renewal CycleT | 7 | 1 | 86% | 1,834 | ||
| SL9B | At-risk SaveT | 6 | 1 | 83% | 7,731 | ||
| SL9C | Expansion PlayT | 4 | 0 | 100% | 1,181 |
Sales Enablement
3 procedures · 14 steps · 3 decisions
Runs the line
Enablement Orchestrator
Accountable
Director, Sales Enablement
Layers in play
strategy · observe · workflow
That team’s remit
Owns enablement asset work end to end inside Sales. more
Why the ceiling sits there
Content assembly, scoring and tracking are fully agentic. more
The 3 rules every procedure in this team runs inside
Sales Enablement Decision Envelope
activeSL10-POL-200 · Envelope · v5.2 · approved by Director, Sales Enablement
Agents in this lane may act without a human when the enablement asset sits inside the stated value, risk and confidence envelope. more
Sales Enablement Evidence Standard
activeSL10-POL-201 · Evidence · v1.9 · approved by Director, Sales Enablement
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Sales Enablement Escalation Rule
activeSL10-POL-202 · Escalation · v5.3 · approved by Director, Sales Enablement
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 | |
|---|---|---|---|---|---|---|---|
| SL10A | Seller RampT | 4 | 1 | 75% | 367 | ||
| SL10B | Playbook RefreshT | 5 | 1 | 80% | 2,205 | ||
| SL10C | Call Coaching LoopA | 5 | 1 | 80% | 70 |
Incentive Compensation
3 procedures · 20 steps · 4 decisions
Runs the line
Incentive Comp Orchestrator
Accountable
Director, Sales Compensation
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns comp statement work end to end inside Sales. more
Why the ceiling sits there
Calculation is deterministic and runs touchless. more
The 3 rules every procedure in this team runs inside
Incentive Compensation Decision Envelope
supersededSL11-POL-200 · Envelope · v1.4 · approved by Director, Sales Compensation
Agents in this lane may act without a human when the comp statement sits inside the stated value, risk and confidence envelope. more
Incentive Compensation Evidence Standard
under reviewSL11-POL-201 · Evidence · v1.8 · approved by Director, Sales Compensation
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Incentive Compensation Escalation Rule
activeSL11-POL-202 · Escalation · v3.9 · approved by Director, Sales Compensation
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 | |
|---|---|---|---|---|---|---|---|
| SL11A | Monthly Commission RunT | 7 | 2 | 71% | 7,386 | ||
| SL11B | Dispute ResolutionT | 6 | 1 | 83% | 7,089 | ||
| SL11C | Plan Design CycleJ | 7 | 1 | 86% | 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