Managing the Unexpected: Assuring High Performance in an Age of Complexity by Karl E. Weick and Kathleen M. Sutcliffe (4/10/2009 by TQM Doctor)
Weick and Sutcliffe introduced the concept of high reliability organizations (HROs) as exemplars of the systems and mindsets useful to other organizations in managing the unexpected. The authors formulated a conceptual framework for companies that need to go beyond the standard crisis management concepts. One of the important notions of the book was the detrimental effect of expectations and planning on the creative ability of an organization to address unique and dynamic situations. Not that expectations and planning are negative concepts, only that we must understand and attempt to mitigate the limiting effects of both.