{
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    "date": "2026-09-22T08:43:38",
    "date_gmt": "2026-09-22T05:43:38",
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    "modified": "2026-09-28T09:47:37",
    "modified_gmt": "2026-09-28T06:47:37",
    "slug": "practice",
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        "rendered": "Practice"
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a{color:var(--ink);font-weight:700}\n@media(max-width:900px){#practice3 .p3heroGrid,#practice3 .p3storyGrid,#practice3 .p3isIntro,#practice3 .p3sourceIntro{grid-template-columns:1fr}#practice3 .p3heroGrid{min-height:0;gap:42px}#practice3 .p3diagram{grid-template-columns:1fr}#practice3 .p3rulesGrid{grid-template-columns:1fr 1fr}#practice3 .p3isGrid{grid-template-columns:1fr 1fr}#practice3 .p3i:last-child{grid-column:1\/-1}#practice3 .p3cycle{grid-template-columns:1fr 1fr}#practice3 .p3step:nth-child(odd){border-left:0}#practice3 .p3step:nth-child(n+3){border-top:1px solid #873d1d}#practice3 .p3step:last-child{grid-column:1\/-1}}\n@media(max-width:620px){#practice3 .p3wrap{width:min(100% - 32px,1160px)}#practice3 .p3sec{padding:68px 0}#practice3 h1{font-size:clamp(45px,14vw,67px)}#practice3 .p3lead{font-size:17px}#practice3 .p3stack{padding-left:18px}#practice3 .p3layer{grid-template-columns:72px 1fr;padding:15px 13px}#practice3 .p3callout,#practice3 .p3rulesGrid,#practice3 .p3isGrid,#practice3 .p3cycle{grid-template-columns:1fr}#practice3 .p3callout article+article{border-left:0;border-top:1px solid var(--line)}#practice3 .p3rulesGrid{border-right:1px solid var(--line)}#practice3 .p3i:last-child{grid-column:auto}#practice3 .p3i+.p3i{border-left:0;border-top:1px solid var(--line)}#practice3 .p3i{min-height:0}#practice3 .p3step+.p3step{border-left:0;border-top:1px solid #873d1d}#practice3 .p3step:last-child{grid-column:auto}#practice3 .p3row{grid-template-columns:1fr}#practice3 .p3row>div+div{border-left:0;border-top:1px solid var(--line)}#practice3 .p3notes{columns:1}}\n<\/style>\n<main id=\"practice3\">\n  <section class=\"p3hero\"><div class=\"p3wrap\"><div class=\"p3crumb\"><a href=\"\/en\/technology\/\">Technology<\/a> \/ Practice<\/div><div class=\"p3heroGrid\"><div><span class=\"p3kicker\">Practice \u00b7 after implementation<\/span><h1>The work should continue without <em>waiting for you.<\/em><\/h1><p class=\"p3lead\">Technology becomes practice when the people responsible for the work know what they may decide, what they must record, and when to ask for help.<\/p><a class=\"p3jump\" href=\"#p3model\">See the decision route \u2193<\/a><\/div><figure class=\"p3stack\" aria-label=\"Direction becomes policy, standard and procedure before reaching the task owner\"><div class=\"p3stackHead\"><span>From direction to work<\/span><span>Authority moves closer<\/span><\/div><div class=\"p3layer\"><b>Policy<\/b><div><strong>What the organisation allows<\/strong><small>Purpose, obligations and reserved decisions.<\/small><\/div><\/div><div class=\"p3layer\"><b>Standard<\/b><div><strong>What must be true<\/strong><small>Controls, criteria and acceptable conditions.<\/small><\/div><\/div><div class=\"p3layer\"><b>Procedure<\/b><div><strong>How the work proceeds<\/strong><small>Actions, owners, records and known exceptions.<\/small><\/div><\/div><div class=\"p3layer work\"><b>Practice<\/b><div><strong>The task owner acts<\/strong><small>Routine judgement happens close to the work.<\/small><\/div><\/div><div class=\"p3return\">Evidence returns for review \u21ba<\/div><\/figure><\/div><\/div><\/section>\n  <section class=\"p3sec p3story\"><div class=\"p3wrap\"><div class=\"p3storyGrid\"><div><span class=\"p3kicker\">A situation people recognise<\/span><\/div><div class=\"p3storyCopy\"><h2>A customer request falls outside the script.<\/h2><p>The service agent can see the request, the customer is waiting, and the system is working. The procedure does not say who may make the judgement. The agent asks a supervisor. The supervisor asks a manager. Work has moved upward because authority was never designed into the route.<\/p><p class=\"p3quote\">If every uncertainty returns to leadership, capability has not been transferred.<\/p><\/div><\/div><div class=\"p3callout\"><article><small>When practice is missing<\/small><h3>People wait for permission.<\/h3><p>Executives inherit routine detail without the local context needed to judge it.<\/p><\/article><article><small>When practice is designed<\/small><h3>People know the boundary.<\/h3><p>The task owner acts within a defined limit, records the choice and knows where a material exception goes.<\/p><\/article><\/div><\/div><\/section>\n  <section class=\"p3sec p3blue\" id=\"p3model\"><div class=\"p3wrap\"><span class=\"p3kicker\">The operating model<\/span><h2>Make the rule, the owner and the escalation point visible.<\/h2><p>This is a practical way to read an organisation\u2019s operating system. The exact roles and limits must be adapted to the business.<\/p><div class=\"p3diagram\"><div class=\"p3main\"><div class=\"p3mainTop\"><span>Three documents, three jobs<\/span><span>Then the work<\/span><\/div><div class=\"p3docs\"><article class=\"p3doc\"><small>Why \/ who<\/small><h3>Policy<\/h3><p>Sets intent, authority and boundaries.<\/p><\/article><article class=\"p3doc\"><small>What must hold<\/small><h3>Standard<\/h3><p>Defines the minimum condition.<\/p><\/article><article class=\"p3doc\"><small>How \/ when<\/small><h3>Procedure<\/h3><p>Routes actions, records and exceptions.<\/p><\/article><\/div><div class=\"p3owners\"><div><b>Task owner<\/b><strong>Acts and records<\/strong><\/div><div><b>Process owner<\/b><strong>Reviews the method<\/strong><\/div><div><b>System owner<\/b><strong>Maintains the service<\/strong><\/div><\/div><div class=\"p3loop\">Feedback returns to the owner who can change the rule, interface, training or system. The change is accepted, communicated and used again.<\/div><\/div><aside class=\"p3side\"><small>Escalation<\/small><h3>Not every exception belongs upstairs.<\/h3><p><strong>Known variation<\/strong><br>Task owner follows the approved route.<\/p><p><strong>Method no longer fits<\/strong><br>Process or policy owner reviews it.<\/p><p><strong>Control failure or new exposure<\/strong><br>Risk, compliance or executive authority responds.<\/p><div class=\"p3reserve\">Reserve executive attention for changed objectives, obligations, risk appetite or material exposure.<\/div><\/aside><\/div><\/div><\/section>\n  <section class=\"p3sec p3rules\"><div class=\"p3wrap\"><span class=\"p3kicker\">The control language<\/span><h2>Policy, standard and procedure answer different questions.<\/h2><div class=\"p3rulesGrid\"><article class=\"p3rule\"><span>01 \u00b7 Policy<\/span><h3>What is allowed?<\/h3><p>Intent, authority and boundaries.<\/p><strong>Without it, procedure becomes permission-seeking.<\/strong><\/article><article class=\"p3rule\"><span>02 \u00b7 Standard<\/span><h3>What must be true?<\/h3><p>Controls, criteria and acceptable conditions.<\/p><strong>Without it, \u201cdone\u201d changes by person.<\/strong><\/article><article class=\"p3rule\"><span>03 \u00b7 Procedure<\/span><h3>How does the work proceed?<\/h3><p>Actions, owners, records and exceptions.<\/p><strong>Without it, authority cannot move.<\/strong><\/article><\/div><\/div><\/section>\n  <section class=\"p3sec p3route\"><div class=\"p3wrap\"><div class=\"p3routeIntro\"><span class=\"p3kicker\">Decision routing<\/span><h2>Escalate by consequence, not by uncertainty alone.<\/h2><p>Risk guidance supports identifying, evaluating, treating, monitoring and communicating risk. The thresholds still belong to the organisation.<\/p><\/div><div class=\"p3rows\"><div class=\"p3row\"><div><small>Normal case<\/small><b>Inside the rule<\/b><\/div><div><small>Owner<\/small><p>Task owner<\/p><\/div><div><small>Trace<\/small><p>Complete the work and keep the ordinary record.<\/p><\/div><\/div><div class=\"p3row\"><div><small>Known exception<\/small><b>Inside an approved limit<\/b><\/div><div><small>Owner<\/small><p>Task owner or supervisor<\/p><\/div><div><small>Trace<\/small><p>Record the reason, action and outcome.<\/p><\/div><\/div><div class=\"p3row\"><div><small>Repeated friction<\/small><b>The method no longer fits<\/b><\/div><div><small>Owner<\/small><p>Process or policy owner<\/p><\/div><div><small>Trace<\/small><p>Assess, revise and communicate the method.<\/p><\/div><\/div><div class=\"p3row\"><div><small>Material exposure<\/small><b>New, legal or consequential<\/b><\/div><div><small>Owner<\/small><p>Reserved authority<\/p><\/div><div><small>Trace<\/small><p>Pause where required and preserve evidence.<\/p><\/div><\/div><\/div><\/div><\/section>\n  <section class=\"p3sec p3is\"><div class=\"p3wrap\"><div class=\"p3isIntro\"><div><span class=\"p3kicker\">The five intelligence concerns<\/span><h2>The \u201ci\u201ds become useful when they reach the work.<\/h2><\/div><p>They are not five departments. They are five questions to ask when a method has to survive people, systems and changing conditions.<\/p><\/div><div class=\"p3isGrid\"><article class=\"p3i\"><span>i<\/span><h3>Strategic intelligence<\/h3><p>Which direction and obligation set the boundary?<\/p><b>Governs intent<\/b><\/article><article class=\"p3i\"><span>i<\/span><h3>Business intelligence<\/h3><p>Which measures reveal drift or recurring exceptions?<\/p><b>Reads signals<\/b><\/article><article class=\"p3i\"><span>i<\/span><h3>Information systems<\/h3><p>Where do permissions, records and ownership live?<\/p><b>Embeds the route<\/b><\/article><article class=\"p3i\"><span>i<\/span><h3>Artificial intelligence<\/h3><p>Who monitors use, incidents and changes?<\/p><b>Governs inference<\/b><\/article><article class=\"p3i\"><span>i<\/span><h3>UI \/ UX<\/h3><p>Can people see the rule, act and recover from error?<\/p><b>Makes control legible<\/b><\/article><\/div><\/div><\/section>\n  <section class=\"p3sec p3close\"><div class=\"p3wrap\"><span class=\"p3kicker\">Keep the method alive<\/span><h2>Practice is controlled work that can learn.<\/h2><p>Notice what happens. Record enough context. Assess the consequence. Revise with authority. Put the method back into ordinary work.<\/p><div class=\"p3cycle\"><article class=\"p3step\"><span>01<\/span><h3>Notice<\/h3><p>Something differs.<\/p><\/article><article class=\"p3step\"><span>02<\/span><h3>Record<\/h3><p>Context is preserved.<\/p><\/article><article class=\"p3step\"><span>03<\/span><h3>Assess<\/h3><p>Drift meets judgement.<\/p><\/article><article class=\"p3step\"><span>04<\/span><h3>Revise<\/h3><p>The authorised method changes.<\/p><\/article><article class=\"p3step\"><span>05<\/span><h3>Use again<\/h3><p>Another person can continue it.<\/p><\/article><\/div><\/div><\/section>\n  <section class=\"p3sec p3sources\"><div class=\"p3wrap\"><div class=\"p3sourceIntro\"><div><span class=\"p3kicker\">Sources and notes<\/span><h2>Evidence is available without interrupting the story.<\/h2><\/div><p>The operating model is an editorial synthesis. The sources support its ingredients, not the claim that this exact arrangement is universal.<\/p><\/div><ol class=\"p3notes\"><li><a href=\"https:\/\/www.iso.org\/9001-2026\" target=\"_blank\" rel=\"noopener\">ISO 9001:2026<\/a> \u2014 quality systems are established, evaluated and improved.<\/li><li><a href=\"https:\/\/www.iso.org\/standard\/75736.html\" target=\"_blank\" rel=\"noopener\">ISO 10013:2021<\/a> \u2014 documented information is developed and maintained for organisational need.<\/li><li><a href=\"https:\/\/www.iso.org\/standard\/65694.html\" target=\"_blank\" rel=\"noopener\">ISO 31000:2018<\/a> \u2014 risk is identified, evaluated, treated, monitored and communicated.<\/li><li><a href=\"https:\/\/www.iso.org\/standard\/68683.html\" target=\"_blank\" rel=\"noopener\">ISO 30401:2018<\/a> \u2014 organisational knowledge is maintained, reviewed and improved.<\/li><li><a href=\"https:\/\/www.iso.org\/standard\/70636.html\" target=\"_blank\" rel=\"noopener\">ISO\/IEC 20000-1:2018<\/a> \u2014 services are planned, delivered and improved within a management system.<\/li><li><a href=\"https:\/\/www.iso.org\/standard\/42001\" target=\"_blank\" rel=\"noopener\">ISO\/IEC 42001:2023<\/a> \u2014 AI use is managed through policies, objectives and processes.<\/li><li><a href=\"https:\/\/airc.nist.gov\/airmf-resources\/playbook\/govern\/\" target=\"_blank\" rel=\"noopener\">NIST AI RMF \u00b7 Govern<\/a> \u2014 roles, responsibilities and communication should be clear.<\/li><li><a href=\"https:\/\/eur-lex.europa.eu\/eli\/reg\/2024\/1689\/oj\/eng\" target=\"_blank\" rel=\"noopener\">EU AI Act<\/a> \u2014 AI literacy and deployer duties depend on the system and role.<\/li><\/ol><\/div><\/section>\n<\/main>",
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        "rendered": "<p>Technology \/ Practice Practice \u00b7 after implementation The work should continue without waiting for you. Technology becomes practice when the people responsible for the work know what they may decide, &hellip; <\/p>",
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