Culture, Error and CRM. From a Longhorn paper.
"An essential for effective CRM is a credible organizational policy that recognizes the inevitability of human error and elucidates a credible commitment to error management.
This policy must be built on trust and a non-punitive stance towards error. Rather than seeking to blame those who err, management needs to understand the roots of error in the organization and to develop an array of defences against future recurrences."
Remind me, what happened to this crew?