Blog
Short pieces on documented processes: why teams skip them, what famous failures have in common, how training actually sticks, where queues pile up, and how a correction should make it back to the page.
operations · simulation
Every process has one stage that sets its pace. A short guide to spotting it with Little's law and utilisation, why adding people elsewhere doesn't help, and how to simulate a change before making it.
stories · operations
Knight Capital's $440 million, an AWS outage from a typo, the crash that invented the checklist, and the checklist that cut surgical deaths. Different industries, the same lesson about documented procedures.
training · learning
The forgetting curve applies to runbooks too. Why a single onboarding session on a procedure doesn't hold, what retrieval practice and spaced refreshers change, and how to tell who actually knows the process.
processes · operations
Teams write the process down and still miss the step. The reasons are structural: distance, timing, stale documents and invisible adherence. What each one looks like on a real ticket, and what fixes it.
processes · documentation
"That's wrong, we do it differently now" is the most valuable sentence in operations and the most often lost. A design for the loop from correction to precedent to suggested edit to retraining.