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Eleven pages of RFP, nine of them about screens. The decisions that set a wallet's price, who holds the money and which rules apply, were missing. Here is what to settle first.

Forty-one pages, six reviewers, one signature. The first tester asked what "support concurrent edits" meant and found three answers in the room and none in the document.

The requirements were complete. The night shift printed the old log sheets anyway. Nobody had asked what six incidents at once looks like from a dispatcher's chair.

214 contracts with a year-two escalator in a PDF the billing system never saw. Not fraud, not a bug. A gap, and money falling through it every month.

Eleven pilots on the deck, a principles page, a centre of excellence, and no page saying which pilot will be allowed to make a decision in production.