Confronting Mistakes: Lessons from the Aviation Industry When Dealing with Error

ISBN-13: 9781137276179 / Angielski / Twarda / 2013 / 191 str.

Jan Hagen

Opis

Mistakes are unavoidable. Yet in most organizations, they are rarely thoroughly examined. An exception is the high-risk aviation industry, where experts have established an open and democratic culture for dealing with error.
Confronting Mistakes draws on this expertise to initiate a new framework for active error management relevant to wider industry. By analyzing dramatic aviation accidents, Jan Hagen presents a new approach to error management in business to reveal how diagnostic, error-permissive behaviour is the first step towards turning mistakes into learning opportunities.

Recenzje

'A riveting, at times thriller-like, read reading this book, and talking about how it could work in your field, might be the beginning of the change you need' - Michael Skapinker, Financial Times

'Confronting Mistakes is a remarkable book. Its gripping case studies of airline disasters will keep readers on the edge of their chairs, and its penetrating analysis is deep and sophisticated. Hagen's writing is highly accessible and engaging and will enlighten everyone from error experts to curious readers in other industries. The book is destined to be a classic in the error field.'

Amy C. Edmondson, Novartis Professor of Leadership and Management, Harvard Business School

'Human behavior is a complex ecosystem, but that is no excuse to wave a white flag of surrender. Hagen has done a masterful job of capturing the salient lessons from the high risk field of aviation and made them available to the world. A tip of the hat to a fellow warrior in the battle against human error and their often tragic consequences.'

Tony Kern, CEO, Convergent Performance, former B-1B command pilot and Chair of the US Air Force Human Factors Steering Group

'It is a truly excellent work. Everyone who reads it will take something positive away from it.'

Captain Robert L. Bragg, First Officer of PanAm 1736, 1977

'Compelling'

Andrew Hall, FT

Spis treści

Introduction: Why Errors Matter PART I Case 1: New England Air (NE) 248 Too Scared to Ask Case 2: Japan Airlines (JAL) 8054 Hope Replaces Action Case 3: Birgenair 301 Authority and Mental Framing Case 4: KLM 4805 The Pressure of the Captain's Mood Case 5: United Airlines 173 Silent Power Case 6: Avianca 052 Encouragement is not Empowerment PART II Crew Resource Management Transforming the Captain's Position – but Preserving the Hierarchical Structure Surprising Side Effects Led to a Breakthrough PART III Case 7: United Airlines 811 Copilot Takes Charge Case 8: United Airlines 232 Flexible Team Enhancement Case 9: Successful Error Detection and Correction Copilot Overrules Captain Case 10: Czar 52 Limits of CRM

O autorze

JAN U. Hagen is a member of the faculty and director of Open Enrolment Programs at ESMT European School of Management and Technology, Berlin, Germany. His research and teaching focus on leadership, error management, and crisis management; he is particularly interested in the way teams and organizations deal with errors. A pilot himself, he has been studying the interaction of flight crews in the cockpits of airline and military aircraft for several years as part of his research. In addition to his academic work, Jan has more than 15 years of management experience in the European financial services industry. He received his doctoral degree in business administration from Freie Universität Berlin.