Order management involves more manual work than automation metrics indicate
Pyze measures the work performed outside the system of record, where touchless-order metrics do not apply, and produces a priced transformation agenda.
Measured in one Fortune 500 global CPG engagement, delivered with a global systems integrator. Roughly ten percent of capacity was realized within thirty days; the remaining opportunities are identified and priced.
Most order management organisations report a touchless rate above ninety percent. That figure is calculated inside the ERP, and the majority of a service analyst’s day is spent outside it. Promotions, appointment scheduling, cuts, blocks and the related correspondence are handled outside the ERP.
Common Findings in Consumer Goods & Supply Chain
Four patterns that recur across engagements, each shown with the measurement and the resulting change.
Automation reporting indicates the process is touchless, yet the team remains fully occupied.
SimplifyThe automation metric counts changes made inside the system of record. Roughly half the measured day is spent outside it, in email, spreadsheets, portals and coordination that no process log captures.
The day is decomposed into direct and indirect work, replacing a single percentage with a set of specific, evidenced opportunities.
Each account is run slightly differently, and the extent of the difference is not known.
StandardizeProcedures are authored as one master standard plus the differences per account, so the distance between any two desks is a measured quantity.
Divergence is scored, differences with no business reason are removed, and differences with a business reason are documented.
The same report is rebuilt manually each morning on every desk.
AutomateA single sales order report accounts for the largest share of screen time on several desks, and is run manually on a saved variant on almost every working day.
Scheduled with auto-export and exception flags. This is a scheduled job and does not require an AI agent.
The cost of an order change is not known, because Pega handles most of them.
AgentifyPega handles the changes triggered inside the ERP. The remainder arrives as correspondence and is keyed by hand, and it is the second largest share of measured effort in the operation.
The inbound change request is read, applied to the order and recorded with its rationale. The decision to accept it remains with a person.
Opportunity Register
A sample register, sorted by the lever that resolves each opportunity. In an engagement, each line carries measured hours, a named owner and the evidence it was derived from.
Systems typically instrumented
Capture covers browser-delivered and thick-client applications, including virtualized estates, with no change to how anyone works.
Roles Involved
Instrumentation is configured per application rather than per person, so the population in scope is set during scoping and is not a deployment constraint.
How an Engagement Runs
Baseline, blueprint, transform, prove
The same four stages apply in every sector. The fourth stage repeats the baseline measurement, which makes the engagement an ongoing operating capability rather than a one-time report.
Baseline
What the work costs today, measured across every person and application.
Blueprint
Procedures, application rules and execution evidence, read as one target state.
Transform
Where each of the five levers applies, priced and owned.
Prove
The after state measured against the baseline, using the same method.
Order management at a Fortune 500 global CPG
Delivered with a global systems integrator. 67 customer procedures unified into one master standard plus per-account differences, 156 priced opportunities, and roughly ten percent of desk capacity realized within the first thirty days.
Read the walkthroughFrequently Asked Questions
We already run process mining on the ERP. What does this add?
How long before there is something to look at?
Does this replace our task mining deployment?
Functions
Related
Start with a measured baseline
Six weeks from instrumentation to a priced opportunity register, and the baseline stays in place so later quarters are measured rather than re-estimated.