When the policy and the queue disagree
Written dual approval means little if after-hours clears still run on a single sign-off.
Narrative gaps are not always dishonest. Often the process changed for a good reason—volume, staffing, a new payment rail—and the document never caught up.
A Policy Narrative Gap Review walks the live queue with the written steps open. Screenshots and ticket samples become citations in the gap memo, so the fix is specific.
Decide early whether the document or the process is wrong. Mixing both into one vague action item is how the same gap returns next year.