Chapter 03
What their team saw each day
Coordinator View. Each morning the coordinator opened a queue of 4 calls needing a human, down from 10+ before the agents took over. The rest cleared overnight.
What agents handled that day
11
Exceptions triaged
38
POs validated
27
Shipments tracked
3
Supplier alerts processed
Daily triage ran about 7 hours. It now wraps in roughly 30 minutes.
Queue snapshot
4 items required human judgment.
EXC-2847
High
Supplier Disruption
Pacific Components Ltd · 340 units short
91%
The Exception
The shipment is running three days behind, leaving DC-1 (Chicago) 340 units short and putting 12 downstream customer orders at risk.
Agent Recommendation
Pull 280 units from DC-3 (Atlanta) safety stock and expedite the last 60 through backup supplier Lakeshore Parts. Expediting spend: $1,400.
SOP Rule Applied
Rule 7: Stockout risk > 80% triggers automatic safety stock replenishment from nearest DC.
Related Documents
Shipment TRK-44821
DC-3 inventory report
Lakeshore Parts contract
Resolve
Escalate
Override
SPR-0193
Medium
Supplier Performance Flag
GlobalPack Industries · 78% OTD (3 months)
94%
The Exception
On-time delivery has sat under the 85% bar for three months straight. The misses cluster on the biggest orders, those above $30K.
Agent Recommendation
Open a performance review. Agent assembled a scorecard with root-cause findings; suggests breaking large orders into two shipments.
SOP Rule Applied
Rule 4: Supplier OTD below 85% for 3 consecutive months triggers performance review.
Related Documents
Supplier scorecard Q1
Delivery history 90-day
Contract terms
Resolve
Escalate
Override
DFC-0847
High
Demand Forecast Override
Internal - SKU Analysis · +22% vs forecast
82%
The Exception
Point-of-sale is running 22% over forecast for the HPC-200 home-care group, but Netstock hasn't caught up: a regional promotion was never entered into the system.
Agent Recommendation
Apply a conservative 18% demand uplift over the next 3 weeks and pre-build at DC-1 (Chicago) and DC-2 (Columbus). Flagged the missing promo entry for planning.
SOP Rule Applied
Rule 6: Demand signal weighting: POS data 40%, forecast 30%, seasonal index 20%, promotional calendar 10%.
Related Documents
POS data feed
Netstock forecast export
Regional promo schedule
Resolve
Escalate
Override
POA-1247
Medium
PO Amendment Approval
Apex Raw Materials · +$9,400 (18% over PO)
88%
The Exception
MRP cut the PO at 12,000 units, but live demand signals point to 14,200, an 18% increase on the original order.
Agent Recommendation
Approve the amendment. Demand sensing confirmed the uptick across 3 independent signals and history backs it; the change heads off a stockout at DC-2 (Columbus).
SOP Rule Applied
Rule 3: PO amendments exceeding 15% variance require director-level approval.
Related Documents
PO-88471
Demand sensing report
DC-2 inventory projection
Resolve
Escalate
Override
Weekly time saved
Next chapter
Director View