Make Quality Standards Clear About Exceptions

A quality standard is only useful if people know what to do when real work doesn’t fit it.

For each important standard, write down three things: what must not be compromised, who can approve an exception, and when that exception should be reviewed. For example, a team might keep a response-time target while allowing a temporary exception during a complex case—provided the reason is recorded and someone owns the follow-up.

This makes standards more than rules to enforce or quietly bypass. It clarifies the trade-off and makes repeated exceptions visible: perhaps the work needs a better process, or perhaps the standard no longer serves its purpose. The owner should be agreed, not assumed.