People First Leadership Meets Operational Excellence

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  The pattern that kills operations I have seen organizations with incident reports drop significantly year-over-year or almost always remain at very low level- but operational turmoil persists. What's actually happened is that the team stopped reporting or never did. They just went silent. And when silent issues eventually surface—triggered by a customer, a cascade, a crisis—they're exponentially more expensive to fix. The root cause is never a lack of process or skill. It's something far more subtle: the micro-behaviors that taught people it was safer to stay quiet than speak up. Often, operational disasters don't start with a big mistake. They start with a small concern no one felt safe to mention. The Hidden Cost of Silence High-performing teams need the security of being able to address problems and obstacles, even in turbulent times. Whether in a startup where processes and roles aren't yet defined, or in a large corporation with structured operations, every ...