Complacency is an interesting thing. Self-satisfaction, accompanied by unawareness of actual dangers or deficiencies. The most skilled, longest-tenured workers will need to be especially aware of complacency. If you've done the task a hundred times, there's a tendency for the brain to go on auto-pilot, leading to complacency and the opportunity to make a mistake … Continue reading Your Best Workers Make Mistakes →

Have you ever made a process map? You know, a pictorial representation of the steps and arrows and decisions that make up your processes? I think it's an undervalued and underutilized tool. I add layers to my process maps — certain questions I want answered at every step of the process. I'm a Human Performance … Continue reading Process Mapping →