What is wrong with these people is they have procedures that they have to follow or loose their jobs. If they did not follow procedures there is someone above them who is going to jump them about it. Or it will be some idiot running a test on them to see if they follow procedure. Or they will get sued by another person on the list because they treated them different.
The only way for these people to survive is to follow the procedures, even if it makes no sense. They probably don't agree with it and if given a choice wouldn't put the people through it, but if they don't they won't be working tomorrow.
Eric
"Complexity is easy; Simplicity is difficult."
Georgy Shragin
Designer of ppsh41 sub machine gun