Third Era—Not Listening

Let's help each other learn a better playbook.

Not Listening source
Copyright 2020 Eric Dobbs. Licensed CC BY-SA 4.0

Let's reflect on this standard playbook for learning from incidents. We take the quickest fix to get back to work. We're not noticing the incredible growth in complexity and effectively not listening to the part of the system that's closest to our customers. This standard playbook for incident learning is basically steering the system at enraging customers rather than delighting them.