ABSTRACT
When confronting the realities of maintenance error on a daily basis, it is very easy to get tangled up in the local details of each incident and to lose sight of the broader picture. We get irritated with the error maker and wonder how anyone could have been so irresponsible, so careless or so stupid, particularly when any kind of lapse on the part of a maintainer could have very damaging consequences. These are natural and understandable reactions, but they can lead maintenance managers to some fundamentally wrong conclusions about how to deal with the error problem.
