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Kasei: The Importance of Fudgability: "Part of the problem was how arrogant we were. We believed that we could spend a couple of days watching trained lawyers perform a highly-skilled job, talk briefly to them, and then make their jobs completely obsolete. Worse, we made the job completely non-fudgable. In any human process there's always a degree to which the outcome can be fudged by the person performing the task. Even when the rules are simple or well-understood, there are always cases when someone will have a compelling reason to do things differently. In this case we didn't even know all the rules, and discovered to our horror that there were many more edge-cases than we'd imagined. "
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