ERRORS OF INCONSISTENCY... THE EXPOSURE OF BEING HUMAN

摘要

For decades, leaders have been trying to reduce human errors on the job and unlock the mystery of why good people sometimes get it wrong. These 'errors of inconsistency' are made by experienced employees who know their jobs, have demonstrated task ability and care about their work. Yet, they still make errors. In fact, inconsistency errors are made by experienced employees, not new hires. And, the more complex the systems in which humans operate, the higher the risk for performance inconsistency. Faced with this reality, and the increasing complexity and dynamism of our operational systems, we clearly need a new approach.