The SOP And The Work Disagree
Respond productively when observed work contradicts the documented process.
BPM DECISION A process-mining snapshot shows 31 percent of refunds skip the documented manager approval. The policy owner says the data must be wrong because the SOP requires approval every time. What do you do in the review meeting? Call out the teams skipping approval and demand immediate compliance Weaker. It treats a variant as misconduct before understanding whether it is an adaptive fast path or a control failure. Suppress the slide until the SOP owner agrees with the data Weaker. Hiding contradictory evidence protects the model instead of improving the process. Sample cases from the variant and ask what…
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