Incident Prevention Versus Incident Fix

Incident prevention versus incident fix

Ask any leader whether they would rather prevent incidents or fix them, and the answer is obvious. Prevention means control, fewer disruptions, lower costs and happier consumers. So why do so many capable teams stay stuck in firefighting mode, year after year? In The Journey to Service Excellence, John Sansbury tackles this question head on, and his answer is refreshingly honest: proactive operation is harder than it sounds, for reasons that have little to do with competence.