Stop Blaming People: Why Your 'Human Error' is a Process Problem
When a $100,000 operational error, like a mis-sent sales link, occurs, the speaker observes that 90% of the time it's due to a missing process, not individual failure. Leadership is accountable for establishing clear systems, as a 'people problem' only emerges after robust processes and training are firmly in place.
“We see this directly impact P&L; a missing process can cost $100,000 per incident, highlighting the need for a thorough Operations Gap Audit to design robust systems.”
When a $100,000 operational error, like a mis-sent sales link, occurs, the speaker observes that 90% of the time it's due to a missing process, not individual failure. Leadership is accountable for establishing clear systems, as a 'people problem' only emerges after robust processes and training are firmly in place.
From the Source
"If the answer's no, which 90% of the time there was no process, then I have to be accountable for that."
— Is it a people or process problem?
Key Takeaways
- 01Costly operational errors, like $100,000 incidents, are primarily process failures.
- 02The speaker notes that 90% of the time, the process for a critical task is missing.
- 03Leadership is accountable for establishing clear processes to prevent failures.
- 04Individual performance issues ('people problems') only arise after robust processes and training are implemented.
- 05A 'learn-once' mistake signifies a process problem, not an inherent people problem.
Watch the Source
Is it a people or process problem?
Source
Is it a people or process problem?
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Extracted and verified via Adversarial AI Pipeline
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