Finding the cure for complacency

By Kevin McManus

When I ask my customers why people make mistakes, the most common response is complacency. All too often, complacency is used interchangeably with laziness, but by definition, this is an erroneous use of the term. Plus, the human error problem usually runs deeper than someone who simply doesn’t care. What responsibility do we have as process, group or leaders in keeping complacency out of our workforce?

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