Workflow
Workflow name:
Log owner:
Review rhythm (for example, every Friday or every second Monday):
Where the log lives:
Log fields
Record one row per exception.
- Date
- Workflow moment (where in the route it happened)
- What was expected
- What actually happened (the output, action or question)
- Human correction or temporary resolution
- Reason for the correction
- Class (see below)
- Recorded by
- Write-back target (where the fix should live: form field, source record, instruction, review rule, team note or decision owner)
Classes
Give each exception one class. Change it at review if needed.
- One-off judgment: a genuine edge case that needs a person’s call
- Route gap: the normal route has no step for a situation that keeps appearing
- Source problem: the input, record or reference was missing, outdated or wrong
- Ownership problem: nobody was clearly responsible for the decision
- Policy boundary: the case touched money, commitments, privacy or a customer promise
- Communication gap: the customer or team member did not know what to expect
Review
At each review, answer for every pattern:
- How often has this appeared since the last review?
- What did it interrupt or delay?
- What is the smallest change that would stop someone reconstructing the answer next time?
- Who owns that change, and by when will someone check it worked?
Close each reviewed entry
Choose one outcome:
- No change, with the reason recorded
- Clearer operating note, added to [location]
- Changed workflow rule, approved by [name]
- System change, with an owner and a check date
Stop rules
- Any exception involving money, legal exposure, personal data or a promise to a customer goes to the named decision owner the same day, not to the next review.
- Do not use the log to judge individual performance. It records the route, not the person.