BUSINESS-PROCESS-MANAGEMENT5 MIN READ
Interview The Person Who Ignores The SOP
Ask non-defensive questions when real work bypasses the documented process.
Jordan J Process stakeholder 01 Open 02 Condition 03 Close Live room 0:20 The tension A dashboard shows Kai bypasses the formal approval path in 40 percent of small refunds. His manager wants the facilitator to tell him to follow the SOP. The wording determines whether the room investigates the work or defends departments. 18m to reset tone 2 handoffs disputed
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