Error Management – Reviving an Abandoned Business Strategy
One day I was flicking through the recruitment service websites, anxiously seeking to apply for a job as being a fresh graduate full of passion to begin a long career path, but all of sudden I got stumbled across all those vacancies that weren’t meeting my qualification by asking for a minimal five years to fifteen years of professional experience, so I wondered why the employers impose such stipulation for the job, although the fresh grad got more capability to learn new skills and he/she is more flexible to do the assigned jobs than the long experienced people, till one day someone explained it by saying that this professional experience isn’t just about how good or quickly the experienced associates get their tasks done, rather it’s about the amount of errors they experienced whether by committing or witnessing them at the work place. The experience of sensing and handling these errors are the true promise they grant to their new recruiter of their growing ability to manage and avoid them when they allocate at their new at their new desks, what differs you junior from those lucky seniors is all about Error Management skills and it used as Business Strategy .
Throughout my entire career span, I’ve never encountered as harm as the unmanaged human errors that when they become latent they turn to be catastrophic on the long range for business and organizations, whether they are errors in sales process,
or executing disfigured marketing campaign, or taking the wrong decision from the top management due to an incidental emotional stress, once they quickly managed, so they turn to be a new assets for the organization as a precious and valuable knowledge with a temporal harm that could be confined and extinguished,
but when they are ignored, they must lead to an inevitable deadlock. Some studies have been conducted to measure the frequency of human errors while handling various tasks, and they concluded that the human commits almost four errors every working hour and most of those errors aren’t revised neither rectified in a proper way which leads that the same error will be occurred for the same individual or the same department as it has never been occurred before.
The first application of Error Management technique has been developed in aviation industry when fatal accidents happened due to unmanaged human errors that took place inside the cockpit. As Dr. Jan U. Hagen mentioned in one of his articles about the prominent accident of the united airline as an example,
-In 1978, United Flight 173 was preparing to land in Portland. There was a problem with the landing gear. They aborted the landing and circled as they tried to resolve the issue. They were going through checklists and communicating with the ground while circling and circling. Over time, the captain lost track of the fuel situation. The first emergency was overtaken by a second that was much more problematic. The co-pilot kept asking the flight engineer for fuel levels and the flight engineer responded, but they never said,
“We’re running out of fuel and need to get on the ground.” Ultimately, the plane crashed, killing 10 people. That accident led to the development of an error management system for aviation—which prioritizes open communication and avoids blaming in order to correct errors as quickly as possible in Business Strategy.-
The main concern for organizations since so long was to set a strategy that works to avoid errors through building a robust organizational structure that reduces and diminishes the probability of incidental errors, yet the system aren’t perfect and errors occur on a daily basis, and there was now clear strategy to manage those errors that infiltrate these robust systems. Hence, since the beginning of the second millennium,
academics and professionals began to have an increasing awareness of the need to build up a sound strategy to manage the errors that are inevitably occur in the organization, many researches and papers were proposing various strategies to detect,
manage and rectify the human errors and to reduce their ramifications, mainly inspired from the system imposed on the aviation industry called CRM (Cabin Resource Management) which proved its effectiveness by successfully managing and diminishing the human error factor which led to a seamless working environment between the cabin crew that significantly lowered the adverse consequences of any human error.
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