Operating scope
Country head
Capability
All capabilities
Active handovers
0
Outcomes written back
0
Humans and agents
Who does what, and where the handover happens
This operating system is built around handovers. An agent works until it reaches the limit it was given, then it asks a named person. Every refusal changes the limit in the open rather than being argued about later.
Split of operating decisions
Hours by month
Agent hours rise, human hours fall and move up the value chain.
Approvals, refusals and overrides
Refusals are healthy. Overrides are the ones to watch.
Live handover desk
Each row is a real handover between an agent and a person, in either direction.
| From | To | What moved | Place | Waited | Outcome |
|---|---|---|---|---|---|
| Shelf Sentinel | Section head | 9 shelf gaps with photographs | Al Barsha, UAE | 4 min | Pending |
| Price Watcher | Category head | 38 price move proposals | Group | 18 min | Pending |
| Head baker | Production Planner | Tray counts edited down for Friday | Bousher, Oman | — | Agent re-planned |
| Cold Chain Sentinel | Technician | Chiller 4 drift, product on hold | Riyadh, KSA | 11 min | Dispatched |
| LP manager | Shrink Sensor | Case closed, no action, evidence weak | Sharjah, UAE | — | Threshold raised |
| Care Agent | Care lead | 4 refunds above AED 300 | Network | 3 min | Approved |
Standing rooms
Where people and agents meet on a cadence, with the same evidence in front of both.
Fresh morning stand-up
Daily 07:00People: Fresh managers, category head
Agents: Countdown Pricer, Production Planner
Price committee
WeeklyPeople: Category heads, commercial finance
Agents: Price Watcher, Leak Detector
Network availability room
Daily 09:00People: Country retail directors
Agents: Shelf Sentinel, Replenishment Planner
Customer escalation room
ContinuousPeople: Care leads, store managers
Agents: Care Agent, Listening Agent
People working with agents
Counted by role across the group.
Hypermarkets and stores
Section heads
612 people
Confirm gaps, reject bad picks
Hypermarkets and stores
Duty managers
244 people
Approve till and roster moves
Fresh food and production
Fresh managers
111 people
Set floor prices, release rescues
Fresh food and production
Head bakers and chefs
148 people
Accept or edit production plans
Supply chain and logistics
Demand planners
46 people
Veto and adjust orders
Supply chain and logistics
Transport controllers
38 people
Release load plans
E-commerce and delivery
Pickers
1,180 people
Confirm substitutions in aisle
E-commerce and delivery
Care leads
42 people
Own refunds above threshold
Merchandising, pricing and margin
Category heads
38 people
Approve price and range moves
Merchandising, pricing and margin
Commercial finance
64 people
Sign off recoveries
Customer, loyalty and marketing
CRM and campaign leads
28 people
Approve waves and creative
Customer, loyalty and marketing
Store managers
111 people
Answer named complaints
People and workforce
Hiring managers
480 people
Decide every hire
People and workforce
Supervisors
2,140 people
Confirm shift changes
Property, energy and facilities
Site engineers
132 people
Approve setpoints
Property, energy and facilities
Technicians
410 people
Confirm faults and fixes
Finance, risk and shared services
Controllers
12 people
Sign the close
Finance, risk and shared services
AP specialists
96 people
Resolve mismatches
Private label and sourcing
QA managers
34 people
Block or release batches
Private label and sourcing
Sourcing leads
42 people
Negotiate and approve