Work as imagined is typically described by engineers in procedures, whereas work as done is what operators actually do in the field. There is tendency to believe that the two should be identical when actually they are always different.
But why is it so? Why does work prescribed by procedures differ from what people actually do? How should this situation be handled?
This video answers these questions from a management point of view and highlights the necessary change of mindset with respect to what procedures and violations are about.
About the expert
Erik Hollnagel is a worldwide expert in human performance in safety-critical systems. He is a Professor at the University of Southern Denmark and Chief Consultant at the Centre for Quality Improvement, Region of Southern Denmark.
Prof. Hollnagel has published over 20 books and several hundreds of scientific articles. For more information: http://www.erikhollnagel.com/