Chapters · 2 of 9

About 14 min · Lesson and activity

Chapter 2 of 90 complete

Inspect Errors, Exceptions, and Overrides

An inspection list where every finding type routes to a decision with a named owner.

See the situation

Start with the situation below. Next, we will work through an example together before you try the activity.

Elena · Reporting lead

The case

A number that has not moved in three quarters

Read override rates alongside usage, reasons, and who stopped using the system.

Override rate: Flat, quarter after quarter
Reading in the review: "The system is working"
Usage over the same period: Not reported alongside it
People who used it and stopped: Not counted
What the flat rate establishes: Only the recorded rate; exposure and reasons need separate review

Your task

Compare the override rate with usage. Choose what to inspect next and who owns the exception.

Need a little guidance?

You’re done when: No finding ends as an orphaned chart or unexplained anomaly.

Exceptions are learning inputs only when they lead to investigation or change.

Need a reminder? Reopen the worked example

Watch one example first

Overrides stay at 5% of viewed recommendations while active users fall from 80 to 40 out of 100 eligible users. A flat override rate does not establish stable trust.

Why this follows from the evidence

The rate describes only exposed cases. Inspect adoption, case mix, reasons, and people who stopped interacting before interpreting agreement.

GTM Lab

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Case evidence

A number that has not moved in three quarters

Override rate: Flat, quarter after quarter
Reading in the review: "The system is working"
Usage over the same period: Not reported alongside it
People who used it and stopped: Not counted
What the flat rate establishes: Only the recorded rate; exposure and reasons need separate review

In this prepared case, the flat number was treated as good news even though usage was not shown. Build the inspection list and add the missing context.

Check the case below to save your activity result and this chapter’s prepared example plan section. You can inspect that template in the saved plan above; no live records are changed.

Review the case

Read the flat rate beside its denominator

The override percentage stayed at 5%, but fewer eligible people used the system. Inspect the counts, then route one record using the owner named in this packet.

Same override rate; adoption changedRead the level and direction together. Exact values and missing observations are in the table.

Overrides / recommendations viewed
Active / eligible users

Same override rate; adoption changed: exact values
Period	Overrides / recommendations viewed	Active / eligible users
Q1	5%	80%
Q2	5%	12%

Prepared recommendation exposure and active user counts by quarter
Quarter	Eligible users	Active users	Viewed recommendations	Overrides
Q1	250	200	400	20
Q2	250	30	100	5

OV-21 · EnterpriseRecommended: 15% discount. Human action: Held at 5%.Reason: Renewal already included a support credit. Route: System owner.

OV-22 · SMBRecommended: Standard terms. Human action: Added a payment plan.Reason: Buyer requested monthly billing. Route: Decision owner.

EX-04 · EnterpriseRecommended: Auto-approve. Human action: Blocked.Reason: Required source record was missing. Route: Control owner.

What does the flat rate establish?What should the review inspect next?Who owns the missing-source exception?

Restoring this working packet…

Optional: compare alternative reasoning

The case tool above saves your result and completes this activity. These comparisons are extra practice; they do not change your saved plan.

Work the case · 0 of 2 sections drafted

Route every finding to a decision

Compare these alternatives one section at a time. Check a choice to see its consequence; the draft summary below keeps the proposed changes together.

Step 1 of 2

What does an inspection item need beyond a source?

Nothing. Bringing it to the review is the point.A route to a decision, and a named owner who is in the review.A threshold, so it is clear when the finding matters.

This is a proposed draft until the chapter check runs. Selecting a choice alone does not complete the chapter.

4c · Proposed

Improvement plan draft

Improvement plan draft · current draftCompare the original state with the proposed change. This preview does not change live records.

Improvement plan draft · current draft
Item	Before	Proposed	Why
What does an inspection item need beyond a source?	No saved change in this exercise draft	Not drafted yet	Choose a proposal to see what it would add to the draft.
Override rate has been flat for three quarters. What additional context do you need?	No saved change in this exercise draft	Not drafted yet	Choose a proposal to see what it would add to the draft.

What does an inspection item need beyond a source?: BeforeNo saved change in this exercise draft; ProposedNot drafted yet; WhyChoose a proposal to see what it would add to the draft.
Override rate has been flat for three quarters. What additional context do you need?: BeforeNo saved change in this exercise draft; ProposedNot drafted yet; WhyChoose a proposal to see what it would add to the draft.

A choice appears here as a proposal, not as evidence that a live system changed.

Your place saves as you go.

Chapter 2 of 90 complete