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| Access | Admin |
Six ways procedures go wrong, drawn from what actually happens rather than from the theory.
One: too broad
"Handle returns" covers a customer asking about the policy, one wanting a label, and one whose item arrived broken. Three different handlings, one procedure, and the AI picks between them on the basis of a sentence.
Two: the obvious step is missing
Everybody on the team checks the order status first, so nobody writes it down. The procedure starts at step two and proposes an answer before anything has been verified.
Write the steps as if for somebody on their first morning.
Three: conditions with one branch
"If the order is within thirty days, send a label." What about day thirty-one? Unwritten branches are where the AI improvises, and it improvises helpfully.
Four: no prohibitions
The rules everybody knows, so nobody writes them: no refunds without approval, no dates you have not verified, no exceptions to the policy. These matter more in a procedure than in any human instruction.
Five: written from the manager's view
Describing how the process is supposed to work rather than how a case actually arrives. Real tickets are incomplete, contain two questions, and often start in the middle.
Six: never revisited
The process changed and the procedure did not. It is now followed faithfully and wrongly, at scale, and nothing announces this.
The test that catches most of it
Give the procedure to somebody who does not do this work and ask them to follow it exactly. Every place they hesitate is a place the AI will guess.
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