Exception Chasing
The ordinary path is clear until a request falls outside it. Then people search for an old example, a policy, or the person who might know what to do.
What it looks like.
A customer asks for a change that the usual process does not cover. The request passes through messages while each recipient asks for a different piece of background.
What it costs the team.
Experienced people become the answer desk for recurring edge cases. Customers wait, and the reasoning behind a resolution disappears before a similar situation arrives.
An unusual request needs a decision
Here is one way the work could move, with a person handling the decisions that need judgment.
Identify why the request does not fit the normal path.
Gather the missing context and relevant rules or previous examples.
Prepare a decision summary and recommend the appropriate owner.
Record the approved resolution and its reasoning for later review.
What a person still owns.
- Make judgments that established rules do not cover.
- Approve policy exceptions and customer remedies.
- Accept risk and decide matters outside delegated authority.
A useful first step.
Choose a recurring exception. List the context a decision-maker needs and name the person authorized to resolve it.
How we choose the right change ↗Start with one workflow.
No need to choose an AI tool or design a solution first. Bring the work you want to improve.
We’ll agree on scope and pricing before any project begins.
Talk to a nerd.
Bring one recurring task, request, or handoff. We’ll look at where it gets stuck and whether there’s a useful next step.
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