Many years ago, I remember handling a multi-copy "request for service" form that contained an area for four signatures. One of the signatures was required twice, at two different steps in the form's process. This meant that one manager had to see the form twice, at two different times. Now think about this. Here's a form that is initiating a service, but it is being transported between different offices multiple times. You can certainly see the problem with this process, but at the time, not a single manager thought this form or its process was flawed. Nor did they consider how this process was impacting their customer.