“Every transaction has a life of its own… Some need tender loving care, some need to be hurried away.”
-Mark H. McCormack
Business transactions are key to success: the intersect between the customer and employee experience. The same can be said for safety: the intersect of employee decision making to do something safe, or not.
If the system is designed to encourage such behavior, then the result is as planned. Nurture safe behaviors through system and observational design, and hurry along the system incentives that reward short cutting, because it matters how the job gets done.
Post by James Boretti, CEO of Boretti, Inc.