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 →

It's easy to think of human error as random and unpredictable but the truth is that lots of study has gone into rates of human error and human reliability and it is far from random — it is intimately connected to the features of our tasks, tools, and environments. There are some stunning finds if … Continue reading Human Error Is Predictable →