In this podcast, I will start with the anatomy of a service failure using a recent very public example. I will then present the highlights of a powerful technique in the operational risk management toolkit, before concluding.

Stuff happens, that’s life. But when it could easily have been prevented with a little planning, care, and attention to details, that’s a shame. As straightforward as the countermeasures may seem (say a travel checklist or a photo of all the stuff you need, spread out on a table) they will only take place if you believe in process improvement and have the discipline to follow through.

Keywords: Operational risk, defect, FMEA, severity, occurrence, detection, criticality, Poka Yoke.