AR / cash application · Order-to-Cash
Workflow map
Documented flow vs. real flow — including invisible work and exception branches
WORKFLOW MAP — AR / CASH APPLICATION
1
Payment receivedObserved
System path
Bank feed imports payment, but 31% arrive without sufficient remittance detail for auto-matching.
2
Matching attemptException
Exception branch
System cannot match to open invoices — payment enters unapplied cash queue.
3
Manual investigationHuman-held
Invisible work
AR analyst contacts customer, checks email history, and updates spreadsheet tracker.
4
Escalation decisionCheckpoint
Governance boundary
Collections lead decides whether to escalate — no documented trigger criteria.
5
Application & postingMappable
Downstream impact
Cash applied and posted, but investigation effort and customer contact not logged for pattern analysis.
STEP TYPES:
ObservedExceptionHuman-heldCheckpointMappable