Zoom 3 of 3 — line
Repair vs Replace Position
Judgment line · Customer Service · Warranty & Returns
Runs when: Runs judgment. Starts when a leadership team frames the question.
5
units a week
53%
touchless
6
stations
30.2d
timetable
33.3d
actual
+10%
vs timetable
Station walk
Every stage, who owns it, and what is sitting there
Each station names the agent that runs it and the layer it belongs to. more
- 01
Frame question
Strategyrun by Warranty Validation Agent
dwell 1468msla 2443mqueued 21 - 02
Gather evidence
Strategyrun by Return Authorization Agent
dwell 2426msla 3151mqueued 37 - 03
Model options
Strategyrun by Fraud Pattern Agent
dwell 2252msla 4689mqueued 30 - 04
Draft position
Strategyrun by Disposition Agent
dwell 3948msla 7213mqueued 42 - 05
Challenge
Strategyrun by Repair vs Replace Agent
dwell 3862msla 5683mqueued 27 - 06
Ratify
Policyrun by Director, Warranty & Returns
Gate: Held for a named human when the unit exceeds the claim decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Warranty & Returns
dwell 3791msla 8349mqueued 0
Live trains on this line
1 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS7C-1002 | Claim at draft position Kofi Tanaka | Return Authorization Agent agent | $25.1m | In flight | 1d 11h / 5d 0h |