I agree, but this is something I've found resistance to in the past. For example, last year I was building an automated shipping system for a client and I wante

I agree, but this is something I've found resistance to in the past. For example, last year I was building an automated shipping system for a client and I wanted to spend a few days in the shipping department - this was flat out refused as the management didn't see it how it would be useful, since the process was fully documented. Turns out, much had to be rewritten because the shipping staff were (predictably) doing 'undocumented' things to speed up their workflow, the new shipping system messed this up and made them slower.