Topic

The human in the chain.

I started my career in a truck cab, so I read operations from the inside. The person closest to the problem usually has the best solution, and in most organizations that knowledge takes weeks to reach anyone who can act on it. By then it has often become an incident report.

These pieces look at the point where plans meet people: the information that never reaches the floor, the coordination that lowers stress when it works, and what automation does to the person who has to live with it.