NOR-TIC

Follow the work.
See who decides.

An order moves through eight stages. Follow one handoff to see what software runs, what AI prepares, and what people decide.

Illustrative workflow and levels. No company has been measured.

Proposed handoff 06 / 08

Delivery tracking

Today2DigitisedNeeded5AI-assisted
One document through the handoffInput
01/ 05

A carrier update arrives

A shipment update arrives from the carrier.

The animation follows one illustrative handoff, then waits for human review. It does not change the current capability level or perform any real action.

The responsibilities

The proposed workflow for this stage.

Software

  • Sync carrier status

AI

  • Flags the deliveries running late
  • Drafts the customer’s notice

People

  • Approves before the customer sees it

Systems involved3PL

JavaScript is unavailable. Every stage’s responsibilities are listed below.

01Order intake

Today 2: Digitised. Needed 5: AI-assisted.

Software

  • Receive from ERP, email, shop
  • Open the record

AI

  • Reads unstructured orders
  • Flags every guess it made

People

  • Confirms special requests

  1. An order arrives

    A customer order comes in through email, the ERP or the shop.

  2. Capture the order

    Software captures the incoming information and opens a record for checking.

  3. Read the request

    AI extracts order details and surfaces uncertain fields for review.

  4. Confirm the details

    A person confirms interpreted fields and special requests before write-back.

  5. Move the order forward

    The confirmed information can move to order confirmation.

Systems involved: ERP · Email · shop

02Order confirmation

Today 3: Connected. Needed 5: AI-assisted.

Software

  • Price and credit check
  • Write back to ERP

AI

  • Compares the order against the rules
  • Ranks what looks unusual

People

  • Approves the exceptions

  1. Check an incoming order

    The order needs price, credit and exception checks.

  2. Run the fixed checks

    Software checks prices and credit against the defined rules.

  3. Surface the exceptions

    AI prepares the unusual items for a person to examine.

  4. Approve the exception

    A person decides which exceptions may proceed.

  5. Write the confirmed order

    Software writes the reviewed decision back to the ERP.

Systems involved: ERP

03Stock check

Today 3: Connected. Needed 5: AI-assisted.

Software

  • Live stock query
  • Reserve and allocate

AI

  • Lists the lines that may fall short
  • Proposes substitutes

People

  • Decides who gets the stock

  1. Check what can be supplied

    The order must be checked against available stock.

  2. Query live stock

    Software queries the stock available to this order.

  3. Prepare alternatives

    AI identifies possible shortfalls and proposes substitutes.

  4. Decide the allocation

    A person approves substitutions and decides who receives the stock.

  5. Apply the allocation

    Software can reserve stock according to the approved decision.

Systems involved: WMS

04Warehouse & picking

Today 4: Automated. Needed 4: Automated.

Software

  • Pick list, packing, labels
  • Report progress
  • Check progress against the defined plan

AI

  • No AI needed

People

  • Handles what happens on the floor

  1. A picking exception appears

    This example follows an exception. Routine warehouse work follows fixed rules.

  2. Check progress

    Software compares progress with the defined plan and flags the exception.

  3. No AI needed

    The rule-based check stays in the software lane.

  4. Handle the exception

    A person resolves the situation on the warehouse floor.

  5. Continue the work

    The resolved exception is recorded and warehouse work continues.

Systems involved: WMS

05Dispatch

Today 3: Connected. Needed 4: Automated.

Software

  • Dispatch note, tracking code
  • Update status

AI

  • Compares shipped against carrier record

People

  • Confirms the ones that matter

  1. A dispatch record needs checking

    This example follows a discrepancy between dispatch and carrier records.

  2. Prepare dispatch data

    Software prepares the dispatch note, tracking code and current status.

  3. Compare the records

    AI assists with reading the records and identifying a discrepancy.

  4. Confirm the discrepancy

    A person confirms the significant exception and its resolution.

  5. Update the status

    The confirmed outcome is recorded through the defined workflow.

Systems involved: WMS · 3PL

06Delivery tracking

Today 2: Digitised. Needed 5: AI-assisted.

Software

  • Sync carrier status

AI

  • Flags the deliveries running late
  • Drafts the customer’s notice

People

  • Approves before the customer sees it

  1. A carrier update arrives

    A shipment update arrives from the carrier.

  2. Sync the status

    Software brings the carrier update into the order record.

  3. Prepare a notice

    AI flags a possible delay and drafts a customer notice for review.

  4. Review the notice

    A person checks the draft and approves it before the customer sees it.

  5. Release the approved notice

    Only the reviewed notice moves to the customer-facing step.

Systems involved: 3PL

07Proof of delivery

Today 3: Connected. Needed 5: AI-assisted.

Software

  • Write signature back
  • Close the order

AI

  • Matches ordered against signed
  • Drafts the discrepancy note

People

  • Settles it with the customer

  1. A signature arrives

    Proof of delivery arrives and needs to be checked against the order.

  2. Record the signature

    Software records the delivery signature for reconciliation.

  3. Explain the difference

    AI compares ordered and signed items and drafts a discrepancy note.

  4. Settle the discrepancy

    A person confirms the difference and settles it with the customer.

  5. Record the outcome

    The agreed outcome is recorded before the order is closed.

Systems involved: 3PL · CRM

08After‑sales

Today 2: Digitised. Needed 5: AI-assisted.

Software

  • Open the case, update CRM
  • Produce the report

AI

  • Groups complaints by what the customer described
  • Drafts the reply with the history

People

  • Decides the remedy

  1. A customer raises a case

    A customer complaint arrives with an order history.

  2. Open the case

    Software opens a case and retrieves the relevant CRM record.

  3. Draft a reply

    AI groups complaints by what the customer described and drafts the reply with the history.

  4. Decide the remedy

    A person approves the reply and decides the remedy.

  5. Release the response

    The approved response can be shared with the customer.

Systems involved: CRM · BI

What must be in place?

The same handoff needs different permissions at different levels. Select a level to see what AI may touch. The markers show where the selected stage sits today and the level it needs.

Delivery trackingToday 2 / Needed 5
TodayNeeded4 → 5 · Human approval rule
5

AI-assisted

Produces the real work — a human ships it

Selecting a level explains its permissions. It does not promote this stage or change the assessment.

See the seven levels →

Who needs to hear about it?

Choose an exception grade and follow its notification path. These grades decide who is told; the levels decide what AI may do.

An event

Exception grade 2

Needs handling

  • Dispatch or delivery affected
  • The named owner is told
  • A suggested action comes with it

A notification rule is not an approval rule. AI-produced work still needs the review defined for its stage, even when no exception is reported.

The 0–3 exception grading is a client’s framework, kept because it answers the question every buyer asks — “what if the AI is wrong?” — with a decision rule rather than a reassurance.

Make room for no AI

At warehouse and picking, fixed rules check progress. The handoff bypasses AI and routes the exception to a person.

Keep the decision visible

The document pauses at review. Preparing work and approving its release remain separate responsibilities.

Measure before moving up

These levels are illustrative. A real audit establishes the starting point; the gap between levels does not estimate time or price.