Human Factors: Investigating Intentional vs Unintentional Deviation on a Task
We see two types of deviation when people are performing tasks.
Unintentional deviation from a process or procedure is an inadvertent omission. We hear phrases such as, “I forgot,” “I didn’t know,” or “I overlooked that.”
Intentional deviation from a process is when there are either intended negative results (a malicious act) or intended positive results (the person had a “better” way).
Stopping at “complacency,” “human error,” or “procedure not followed” without digging to determine the causes behind the deviation will limit the effectiveness of your solution set.
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