similar issues with IT, I can remember many times refusing to write procedures for various activities because though 8 time out 10 a procedure would work ok for the 2 that didn't the consequences of not spotting the deviation were catastrophic then having to pick up the consequence when it's been procedureized anyway, support then off shored, where though well trained lacked any real world experience.
I then remember working with some of the off shore teams only to find that they were trained to only follow the procedures so lateral thinking was totally alien to them so if an option was missing from the procedure they would just follow one leg anyway.
They had all got qualification and certifications coming out of their ears, give them a real world situation that’s not specifically covered in a training manual and they were absolutely lost and really did not know where to start with diagnosis.