ABSTRACT
Human performance is related to what people do and say, and to actions that can be seen by others. All behavior, whether bad or good, is reinforced by experiences and direct consequences. In a business environment, leaders are seeking to achieve Peak Performance, excellent production rates, zero work-related injuries, and outstanding customer satisfaction. Humans typically make three to four errors every hour; even the best performers make mistakes because people are fallible. The organizational culture has a strong role in improving human performance and building trust in the organization. Recognizing errors can either be active or latent, and error-likely conditions can be predicted, enabling strategies to be developed that can eliminate errors or reduce the impact of errors. Individuals work in three performance modes: skill-based, rule-based, and knowledge-based. Once a Manager or Supervisor understands the performance mode a worker exhibits when an event occurs, corrective actions can be developed and implemented that prevent reoccurrence of events in the future.
