Organisations are often reasonably good at deciding what should happen. A policy might say that a repair should take precedence over replacement. The instruction appears clear until the first damaged product arrives at a dealer that has neither the part nor the authority to decide whether the proposed repair is appropriate.
The gap becomes visible if one follows a single case. Who identifies the product? Who establishes the repair boundary? Where does the part come from, who approves the cost, and who tells the owner when the work is complete? An unanswered question at any one of those points can turn a reasonable policy into a queue of exceptions.
A pilot should therefore test a real transaction from receipt to closure. Its purpose is to discover which conditions are missing before the requirement is extended to the rest of the network. Policy defines intent. Execution requires the organisation, resources and processes capable of delivering it.