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Webinar - Critical Incidents in Complex Services

last modified Oct 04, 2016 11:53 AM
3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

In this Webinar Chara discusses the recent paper from the Alliance on Critical Incidents in Complex Service Contracts: safety challenges and means of prevention. About the paper: "Increased competition, extended product life-cycles and the large number of suppliers and partners involved in services are only some of the challenges that product manufacturers moving into service provision are facing. The increased complexity of service networks can impact safety and increase risks,especially for manufacturers operating in safety-critical environments. In this paper we explore how complex service networks can affect safety by using data from 23 exploratory interviews with experts within the field. We find that even ‘expert’ service providers feel that the complexity of service networks can lead to confusion over accountabilities and impact safety. Even in cases where accountabilities are clearly defined in contracts, a general lack of control, due to the large number of partners involved, can prevent manufacturers from taking the proper actions with devastating consequences".

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