Seeing the Invisible: Discovering Operations Expertise
summary
Argues that understanding operations expertise requires studying everyday work not just failures, drawing on a masters in Human Factors and System Safety at Lund University and producing a thesis and book chapter based on field studies and interviews. Uses observational methods borrowed from aviation and mission control to show teams succeed far more often than they fail, that people use heuristics during outages, and that automation increases staffing and has subtle unintended consequences. Findings inform concrete research paths and practical methods.
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chapters (20)
- 0:00Intro
- 0:28Wallaces Point
- 1:54What makes them good
- 2:26Why people are good
- 3:04What makes people good
- 3:48Murphys Law
- 4:47How normal work
- 5:54Master in Human Factors and System Safety
- 6:20The Real World
- 7:07Multidisciplined
- 8:04Research
- 9:20Unintended Consequences
- 10:23Hiring Automation
- 10:43How did this ever work
- 11:42What is needed
- 12:08When our preventative designs fail
- 12:32People and how they work with software
- 13:28How do we understand code
- 13:47How do we reason
- 15:14What are people thinking
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