Deliverables

flowchart TB
  subgraph l1["Experience"]
    direction LR
    e1["Web"] --- e2["Mobile"] --- e3["Partner Portal"]
  end
  subgraph l2["Channel & API"]
    direction LR
    c1["API Gateway"] --- c2["BFF"] --- c3["Event Ingress"]
  end
  subgraph l3["Business Services"]
    direction LR
    b1["Ordering"] --- b2["Pricing"] --- b3["Fulfilment"] --- b4["Billing"]
  end
  subgraph l4["Integration"]
    direction LR
    i1["Message Broker"] --- i2["Adapters"] --- i3["File Transfer"]
  end
  subgraph l5["Data"]
    direction LR
    d1["Operational Stores"] --- d2["Analytical Platform"] --- d3["Cache"]
  end
  subgraph l6["Infrastructure"]
    direction LR
    f1["Compute"] --- f2["Network"] --- f3["Storage"]
  end
  l1 --> l2 --> l3 --> l4 --> l5 --> l6

  sec["Security<br/>&<br/>Identity"]
  ops["Observability<br/>&<br/>Operations"]

flowchart TB
  cust(["Customer"])
  agent(["Support Agent"])
  sys["Order Management<br/>the system being described"]
  pay["Payment Gateway<br/>external SaaS"]
  erp["ERP<br/>existing on-premises"]
  mail["Email Provider<br/>external SaaS"]
  crm["CRM<br/>external SaaS"]

  cust -->|"places and tracks orders"| sys
  agent -->|"amends and refunds orders"| sys
  sys -->|"authorises and captures"| pay
  sys -->|"posts financial documents"| erp
  sys -->|"sends confirmations"| mail
  sys -->|"reads account and entitlement"| crm

flowchart LR
  subgraph cust["Customer"]
    direction TB
    c1(["Submits claim"])
  end
  subgraph intake["Intake — automated"]
    direction TB
    a1["Validate policy"]
    a2{"Policy active<br/>and in cover?"}
    a3["Auto-assess<br/><i>rules + model</i>"]
    a4{"Confidence<br/>&ge; threshold?"}
  end
  subgraph handler["Claims Handler"]
    direction TB
    h1["Manual review"]
    h2{"Approve?"}
  end
  subgraph fin["Finance"]
    direction TB
    p1["Schedule payment"]
  end

  c1 --> a1 --> a2
  a2 -->|"no"| r1(["Reject — notify with reason"])
  a2 -->|"yes"| a3 --> a4
  a4 -->|"yes"| p1
  a4 -->|"no"| h1 --> h2
  h2 -->|"yes"| p1
  h2 -->|"no"| r2(["Decline — notify with appeal route"])
  p1 --> e1(["Paid"])

flowchart LR
  a["Idea accepted<br/><i>work 2d</i>"]
  w1(["wait 9d<br/>backlog"])
  b["Refinement<br/><i>work 1d</i>"]
  w2(["wait 4d<br/>awaiting design"])
  c["Build<br/><i>work 5d</i>"]
  w3(["wait 3d<br/>awaiting review"])
  d["Code review<br/><i>work 0.5d</i>"]
  w4(["wait 6d<br/>awaiting test env"])
  e["Test<br/><i>work 2d</i>"]
  w5(["wait 11d<br/>awaiting release window"])
  f["Release<br/><i>work 0.5d</i>"]

  a --> w1 --> b --> w2 --> c --> w3 --> d --> w4 --> e --> w5 --> f
  f --> tot["Work 11d &middot; Wait 33d<br/>Lead time 44d &middot; Flow efficiency 25%"]

flowchart LR
  party["Party"]
  cust["Customer"]
  supp["Supplier"]
  prod["Product"]
  order["Order"]
  ship["Shipment"]
  inv["Invoice"]
  pay["Payment"]
  loc["Location"]

  cust -->|"is a"| party
  supp -->|"is a"| party
  cust -->|"places"| order
  order -->|"is for"| prod
  supp -->|"supplies"| prod
  order -->|"is fulfilled by"| ship
  ship -->|"is sent to"| loc
  order -->|"is billed on"| inv
  inv -->|"is settled by"| pay

quadrantChart
  title Platform technologies
  x-axis "Retire" --> "Adopt"
  y-axis "Low usage" --> "High usage"
  quadrant-1 "Adopt — default choice"
  quadrant-2 "Hold — in use, do not extend"
  quadrant-3 "Retire — plan removal"
  quadrant-4 "Trial / Assess — bounded use"
  "Kubernetes (managed)": [0.92, 0.88]
  "PostgreSQL": [0.95, 0.93]
  "Kafka (managed)": [0.86, 0.72]
  "Terraform": [0.90, 0.80]
  "OpenTelemetry": [0.78, 0.55]
  "Service mesh": [0.55, 0.30]
  "Self-managed Elasticsearch": [0.18, 0.62]
  "Oracle DB": [0.12, 0.70]
  "Jenkins": [0.20, 0.45]
  "Nomad": [0.60, 0.08]
  "DuckDB (analytics)": [0.62, 0.12]