With all due respect, P-man...your answer is a cop-out.
You guys give us lengthy PCM's about the way you want us to work with these helpers. You guys give us PCMs about every new service offering, every new company policy, and every new procedure we are supposed to follow. There is a reason for everything, and there is usually a new acronym or a buzz word to go along with it.
If you want us to buy in to what you are preaching, you owe it to us to be honest about why you want us to do these things. "Because we said so" is a load of crap....if you are going to make an already difficult job even harder by giving us additional hoops to jump through, then the least you can do is give us some sort of a rational explanation for what you are asking of us.
And if it is as stupid and pointless as you say it is, then where is the harm in being honest about it? Perhaps if enough people were aware of why this idiotic rule is in place, then the person or persons who came up with it would be forced to confront the stupidity of it. Mindlessly following pointless edicts without questioning why only works if you are a lemming who doesnt mind going off the edge of a cliff.