Chapter 03
What their team saw each day
Director View. The Director of Operations tracked team capacity, agent performance by workflow, and the alerts worth acting on, with every individual's workload in the open.
Team Capacity
42 people operating at the capacity of a 60-person org
4 coordinators moved off exception firefighting and onto higher-value strategic operations work.
Team capacity dashboard
Each coordinator's load, and where the hours the agents gave back went.
RT
Rachel Torres
Senior Supply Chain Coordinator
+3.8h/day freed
84% AI-handled
Now owns strategic supplier relationships.
Top workflows:
Exception RoutingDisruption Response
JO
James Okafor
Demand Planning Analyst
+3.2h/day freed
79% AI-handled
Now runs launch-planning forecasts and demand strategy.
Top workflows:
Demand SensingForecast Adjustment
MV
Maria Vasquez
Procurement Specialist
+4.1h/day freed
88% AI-handled
Now leads supplier negotiation and contract optimization.
Top workflows:
PO ValidationSupplier Communication
KP
Kevin Patel
Warehouse Operations Lead
+2.6h/day freed
76% AI-handled
Now drives DC optimization and continuous-improvement projects.
Top workflows:
AllocationInbound Scheduling
SL
Sarah Lin
Quality Analyst
+3h/day freed
82% AI-handled
Now runs supplier quality-improvement programs.
Top workflows:
Defect TrendingReturns Disposition
Agent performance by workflow
Accuracy and escalation rate per workflow, plus each agent's accuracy trend across the last 90 days.
| Workflow | Accuracy | Escalation | 90-Day Trend |
|---|---|---|---|
| Exception Routing | 96.2% | ↓9.1% | 94.1%96.2% |
| Demand Sensing | 94.8% | ↓12.4% | 92.0%94.8% |
| PO Validation | 97.1% | ↓7.8% | 95.6%97.1% |
| Inbound Tracking | 98.3% | ↓4.2% | 97.2%98.3% |
| Supplier Management | 95.4% | ↓10.6% | 92.8%95.4% |
Smart alerts
Demand sensing agent detected an anomaly in the Southeast region
Three SKU groups are running more than 30% off forecast, likely a rival's promotion or a supply issue. Flagged for human review.
Supplier lead time shift detected for Pacific Components
Typical lead time has crept from 14 to 18 days across the last six weeks. The agent already recalibrated safety stock; a review is suggested.
Quality agent flagged a 6-week trending defect pattern
GlobalPack packaging defects have edged up 0.3% each week for six straight weeks. By hand, that drift would have taken over two months to catch.
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COO View