The importance of hospital lessons from their failures are unlikely to be specified. Not only a question of life and death at stake on a daily basis, but also a growing number of U.S. hospitals operate in the red. This paper reports on in-depth qualitative field research answers nurses to handle failures in nine hospitals. It defines two types of processes failures - errors and problems - and discusses the implications of each of them to improve the process. The dynamic model of the system, which employs front of workers shows an illusory equilibrium where small disruptions process actually undermine organizational effectiveness, rather than learning to drive and change hospitals. Three managerial levers for change are identified, suggesting new strategies to improve hospitals and other service providers' ability to learn from failure. "Hide
by Anita Tucker, Amy C. Edmondson Source: California Management Review 19 pages. Publication Date: January 1, 2003. Prod. #: CMR248-PDF-ENG
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