Back office keeping messing things up

There are 2 people on one of our back office teams who keep messing things up. Emailing external counter parties on things they misunderstood/ creating internal blocks and fire drills. When you ask them, they just say they are following the protocol (but clearly wrong since it’s with their own mistakes) and say the outcome is good because it’s done in time. Would you escalate to their manager if the same problem is recurring? 

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Funniest

Time to cover them in velcro and throw them at a wall covered in midgets.

"If you don't have any enemies in life you have never stood up for anything" - Winston Churchill | "It's a testament to the sheer belligerence of the profession that people would rather argue about the 'risk-adjusted returns' of using inferior tooth cleaning methods." - kellycriterion
 

Magni ducimus ut omnis soluta et eum quo. Dolor nihil et est deserunt incidunt facere sunt enim. Qui molestias deserunt reprehenderit blanditiis et perspiciatis totam.

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