Domain 6: Operations & Delivery (471829)¶

Industry Edition: ZORBA for Enterprise Software

This is the ZORBA for Enterprise Software variant of this domain.

Executing with precision and adaptability

Classification: Value Chain Version: v0.1 (Draft)

Overview¶

This domain encompasses the enterprise's ability to plan, execute, and continuously improve its core operational activities — whether producing physical goods, delivering services, or running hybrid fulfilment models. It covers the full span from operational planning through delivery execution, quality assurance, and ongoing operational refinement. In a ZORBA-enabled enterprise, operations is where agents move from advisory to executive roles — scheduling production runs, monitoring quality in real time, detecting anomalies before they escalate, and orchestrating exception handling across the delivery chain.

ZORBA Hierarchy: Domain → Capability → Process¶

ZORBA Level    │  APQC Equivalent     │  Description
───────────────┼──────────────────────┼─────────────────────────────────────
Domain         │  Category            │  Major area of enterprise activity
Capability     │  Process Group       │  What the organisation can do
Process        │  Process             │  How work flows to deliver a capability

Capabilities & Processes¶

6.1 Plan and Schedule Operational Activities (207622)¶

Translate demand signals and strategic priorities into executable operational plans and schedules that balance throughput, resource constraints, and customer commitments.

#	Process	ID	Agentic Profile
6.1.1	Develop aggregate operational plans aligned to demand	384216	H=A — Agents model demand scenarios; humans select and approve plans
6.1.2	Create and maintain detailed production or service schedules	715943	h+A — Agents generate optimised schedules; humans review constraints and approve
6.1.3	Allocate resources and materials to scheduled activities	528367	h+A — Agents optimise allocation; humans resolve conflicts and exceptions
6.1.4	Manage schedule changes and re-planning triggers	263814	A — Agents detect disruptions and re-plan within defined parameters
6.1.5	Coordinate cross-functional scheduling dependencies	849172	H=A — Agents identify clashes and propose resolutions; humans arbitrate

6.2 Execute Production and Service Delivery (183746)¶

Run the core operational processes that produce goods or deliver services — ensuring work is completed on time, to specification, and within cost targets.

#	Process	ID	Agentic Profile
6.2.1	Initiate and manage production runs or service engagements	492638	H=A — Agents trigger and track; humans manage exceptions
6.2.2	Monitor work-in-progress and operational throughput	637281	A — Agent-executed; real-time monitoring with threshold-based alerts
6.2.3	Manage handoffs and transitions between operational stages	318457	h+A — Agents orchestrate transitions; humans handle escalations
6.2.4	Record and validate completion of deliverables	754129	h+A — Agents log completions and validate against specs; humans sign off critical items
6.2.5	Manage rework, returns, and service recovery processes	861345	H+a — Humans lead recovery decisions; agents track and report rework costs
6.2.6	Coordinate delivery and fulfilment to the customer	245893	H=A — Agents manage logistics handoffs; humans handle customer-sensitive issues

6.3 Manage Quality and Assurance (536482)¶

Establish and operate the quality management system — defining standards, conducting inspections, managing non-conformances, and ensuring consistent output quality across all operational activities.

#	Process	ID	Agentic Profile
6.3.1	Define quality standards, specifications, and acceptance criteria	419573	H+a — Humans set standards; agents benchmark against industry norms
6.3.2	Conduct in-process and final quality inspections	782316	h+A — Agents perform automated checks; humans inspect edge cases
6.3.3	Detect, log, and classify non-conformances	364925	A — Agent-executed; automated detection with classification models
6.3.4	Investigate root causes and determine corrective actions	651748	H+a — Humans lead root-cause analysis; agents correlate data and suggest hypotheses
6.3.5	Track corrective and preventive action closure	893261	h+A — Agents track timelines and chase overdue actions; humans verify effectiveness
6.3.6	Manage quality audits and certification compliance	127584	H=A — Agents prepare audit evidence; humans conduct and respond to audits

6.4 Drive Operational Excellence and Continuous Improvement (274951)¶

Build and sustain a culture and practice of continuous improvement — leveraging methodologies, metrics, and employee engagement to systematically eliminate waste and enhance performance.

#	Process	ID	Agentic Profile
6.4.1	Establish and maintain the continuous improvement framework	593847	H+a — Humans design the framework; agents maintain documentation and track adoption
6.4.2	Identify improvement opportunities from operational data	816234	h+A — Agents mine data for patterns and waste; humans validate and prioritise
6.4.3	Manage the improvement initiative pipeline	428716	H=A — Agents track initiatives and ROI; humans approve and resource projects
6.4.4	Facilitate improvement workshops and problem-solving events	345192	H+a — Humans facilitate; agents prepare data packs and track outcomes
6.4.5	Measure and report improvement impact	762481	h+A — Agents calculate savings and performance uplift; humans validate claims

6.5 Manage Operational Capacity (918263)¶

Plan, monitor, and adjust capacity to meet current and anticipated demand — balancing utilisation, flexibility, and cost across people, equipment, and facilities.

#	Process	ID	Agentic Profile
6.5.1	Assess current capacity and utilisation levels	483619	A — Agent-executed; continuous monitoring of capacity metrics
6.5.2	Forecast capacity requirements against demand plans	217438	h+A — Agents model scenarios; humans review assumptions and approve
6.5.3	Plan and execute capacity adjustments	695172	H+a — Humans decide capacity changes; agents model cost and timing implications
6.5.4	Manage equipment, facility, and workforce availability	354281	H=A — Agents track availability and flag risks; humans resolve constraints
6.5.5	Monitor capacity performance and recommend rebalancing	738425	h+A — Agents surface rebalancing opportunities; humans approve changes

6.6 Manage Operational Risk and Resilience (352194)¶

Identify, assess, and mitigate risks specific to operational delivery — including supply disruptions, equipment failures, safety incidents, and process breakdowns. This is the operational risk layer; enterprise-wide risk oversight sits within Domain 1.

#	Process	ID	Agentic Profile
6.6.1	Identify and assess operational risks and vulnerabilities	584321	H=A — Agents scan for emerging risks; humans assess severity and define responses
6.6.2	Define and maintain operational risk mitigation plans	419682	H+a — Humans design mitigations; agents track implementation and test readiness
6.6.3	Monitor operational risk indicators in real time	763215	A — Agent-executed; continuous monitoring with escalation protocols
6.6.4	Conduct operational resilience testing and simulations	291843	H=A — Agents run simulations; humans evaluate results and refine plans
6.6.5	Manage business continuity for operational functions	847536	H+a — Humans own continuity plans; agents monitor triggers and coordinate activation

6.7 Handle Incidents and Operational Exceptions (643518)¶

Detect, respond to, and resolve incidents and exceptions that disrupt normal operational flow — restoring service, minimising impact, and capturing lessons for prevention.

#	Process	ID	Agentic Profile
6.7.1	Detect and classify operational incidents and exceptions	175342	A — Agent-executed; real-time anomaly detection and classification
6.7.2	Triage and prioritise incident response	428916	h+A — Agents triage by severity; humans override for complex or sensitive incidents
6.7.3	Coordinate incident response and resolution activities	593274	H=A — Agents orchestrate response workflows; humans lead critical decisions
6.7.4	Communicate incident status to stakeholders	316748	h+A — Agents generate and distribute status updates; humans handle sensitive comms
6.7.5	Conduct post-incident reviews and embed learnings	842157	H+a — Humans lead reviews; agents compile data, timelines, and suggested improvements

Summary¶

Capability	ID	Process Count
6.1 Plan and Schedule Operational Activities	207622	5
6.2 Execute Production and Service Delivery	183746	6
6.3 Manage Quality and Assurance	536482	6
6.4 Drive Operational Excellence and Continuous Improvement	274951	5
6.5 Manage Operational Capacity	918263	5
6.6 Manage Operational Risk and Resilience	352194	5
6.7 Handle Incidents and Operational Exceptions	643518	5
Total		37 processes

Agentic Profile Legend¶

Code	Meaning
H	Human-only — agent participation not appropriate
H+a	Human-led with light agent support
H=A	Balanced human-agent collaboration
h+A	Agent-led with human oversight or approval
A	Agent-autonomous within defined boundaries