The exception needs sign-off. Half the work is exceptions.

When a process routes a third of its volume through the escape hatch, the escape hatch is the process, and nobody has designed it, costed it or priced it.

By Steve 5 min read
Abstract bridge artwork for The exception needs sign-off. Half the work is exceptions.

Every operating process has a standard path and an escape hatch. The standard path is documented, staffed, measured and priced. The escape hatch, check with Dave, flag it to the partner, that one needs sign-off, is none of those things. It exists because no design survives the full variety of real work, and that is entirely reasonable. What matters is the ratio. A process where one job in twenty takes the escape hatch is working as intended. A process where one job in three does has quietly acquired a second…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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