Our policy still describes the old workflow. Can training solve that?
Policy and operating process mismatchTraining cannot resolve conflicting official instructions. Ask the accountable policy owner to reconcile the policy, operating procedure, system behavior, and exception process. Communicate the approved effective date and retain necessary historical versions so people know which instructions apply.
What to do now
- Compare policy procedure and actual behavior
- Identify contradictions and accountable owners
- Approve aligned instructions and effective dates
- Train users on the authorized process
When to escalate
Staff must choose between conflicting mandatory instructions.
The business process owner and change sponsor
Example
An updated delegation policy is approved before the new substitute-approver workflow becomes standard.
Mistake to avoid
Telling users to ignore the written policy without an authorized change.
Prevent a repeat
Measure successful use of the intended workflow and resolve recurring barriers instead of relying only on attendance or logins.
Suggested ApprovedFlow setup
- Tasks
- Documents
- Resources
Assign role-specific readiness and feedback actions, keep reviewed job aids with the project, and record accepted operating responsibilities. See the platform
Related cases
- Users with accessibility needs cannot complete the new workflow. What do we do?Exclusionary implementation
- What happens when the new system is unavailable during transition?Missing business continuity practice
- We approved a change, but the team still uses the old plan. Why?Approval-to-execution gap
- A project was cancelled. Do we still need formal closure?Controlled early termination