Exception Manual: Log Edge Cases, Recover Worker Knowledge, and Decide When to Write a Rule, Use Judgment, Escalate, or Refuse

Written procedures cover normal cases. Real work includes duplicate records, missing permissions, conflicting instructions, unusual customer requests, and cases where following the steps would produce the wrong result. If everyone says, "e;Ask the person who knows,"e; this book shows how to record that knowledge without pretending every answer can be reduced to a rule.The Exception Manual starts w...