Operating scope

Country head

Capability

All capabilities

Active handovers

Outcomes written back

Connected work · Agent system

Business vertical

Finance, risk and shared services

Agent on shift

Reconciliation Agent

Accountable person

Controllers

Evidence · hourly

General ledger

Next step

MarginOS

MarginOS · screen 06 of 07

Cost to serve

What an e-commerce order actually costs, per order and per store.

3 issues · 1 waiting on you

Issues in scope

3 instances across 3 places

Waiting on you

0 already decided in this session

Three largest

AED 22.3m–AED 64.6m

Modelled annual value, three largest only

Running without asking

1 armed and waiting on a threshold

Decision owner

City head

Returns to Supply chain, Finance

Scope

Oman

27 stores · all capabilities

Listen

Pick timeSubstitution rateFailed deliveryReturnsRecovery calls from AvailabilityOS

Process

Per order and per storeWhere it concentrates, not the averageRecovery cost against its own order

Act

Catchment read to logisticsRecovery cost written backStanding arm on failed first delivery

Written backEvery outcome returns to the systems that produced the evidence.

KindOrder

Queue

3 issues · 1 waiting on you

Armed

Nothing flags a catchment where failed delivery is getting worse

Al Falah Plaza

What happened

Failed delivery is reported as a network rate. A single catchment can deteriorate substantially without moving the network number.

Why it matters

Catchment level deterioration is usually a route, a window or an access change, and all three are fixable in days if anyone knows. On a network average nobody knows until the quarter closes.

Already done

Armed at catchment level rather than network level, firing to logistics with the catchment named.

Worth

AED 11.3m to AED 32.7m a yearModelledA catchment can deteriorate substantially without moving the network rate. Value is a route or window fixed in days rather than at quarter close.Catchments above the group failure rate

Then what

Threshold armed at catchment levelSupply chainStanding, no return date

Threshold

Failed first delivery crossing the group rate by half again in any catchment

Fires

Fires to logistics automatically with the catchment, the windows and the reason codes attached

Done

Recovery call cost now sits against the order that failed, not in the contact centre

Express, Muroor

What happened

Delivery recovery calls were booked as contact centre cost. They exist only because an order failed, so they belong to that order's cost to serve.

Why it matters

Costs attributed to the wrong function do not get fixed, because the function carrying them cannot change what causes them. The contact centre cannot reduce failed deliveries and was being measured as though it could.

Already done

Written back per order, so the true cost of a failed delivery includes the recovery it triggers.

Worth

AED 9.9m to AED 28.6m a yearModelledRecovery cost attributed to the order that failed rather than to the contact centre. Value is the cost becoming visible to the function that can change it.Recovery cost attributed correctly

Then what

Running continuously per orderFinanceStanding, no return date

Written back per order, so failed delivery carries its own recovery cost

Approve

Failed first delivery is the largest cost line and it concentrates in Seeb

Seeb

What happened

Cost to serve computed per order shows failed first delivery as the single largest component. It is not spread evenly across the network. It concentrates heavily in a small number of catchments, of which Seeb is the largest.

Why it matters

Reported as a group average, failed delivery looks structural and unfixable, which is how it has been treated. Reported by catchment, it is a small number of addressable problems with specific delivery windows and specific access issues behind them.

Already done

The concentration is quantified with delivery windows, access patterns and failure reason codes attached per catchment.

Worth

AED 1.1m to AED 3.2m a yearModelledFailed first delivery concentrated in a small number of catchments. Value is the failure rate addressable once windows and access patterns are known per catchment.Failed first delivery by catchment

Then what

Catchment pack with windows, access and reason codesSupply chainReports back 30 Sept

If approved

The catchment read goes to logistics with windows, access patterns and reason codes

If declined

Failed delivery stays a group average, which is the number that makes it look structural