Exceptions are the new normal
ID Reflections
JANUARY 18, 2012
Exceptionsencountered are solved by people bringing not a hammer for the nail but abagful of toolkits, problem solving skills and an open mind. You can’t train for exceptions nor create checklists or Job Aids. And very often theexpertise of their network. Exceptions are more effectively tackled when thatnetwork has diversity built into it.
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