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Among the most impactful changes we made was forcing Claudius to follow procedures. When a new product request came in, instead of just blurting out a low price and an over-optimistic delivery time like in phase one, we prompted Claudius to double-check these factors using its product research tools (these tools helped a lot as well). This tended to make the prices higher and the waits longer—but it had the benefit of being more realistic. One way of looking at this is that we rediscovered that bureaucracy matters. Although some might chafe against procedures and checklists, they exist for a r