Why mistakes repeat
- Nothing is written down: everyone works from memory, and memory skips steps.
- Everyone has their own way: without a shared method, gaps are inevitable.
- You fix without learning: the mistake gets repaired, but the cause remains.
- You look for someone to blame: mistakes get hidden instead of reported.
- The rule exists, but nobody finds it, or it's out of date.
A 4-step method
- Analyse without judging. What happened? Which step was missed? Why was it easy to miss? Look for the cause, not the culprit.
- Write the rule that prevents it: a step added to the process, a check, a decision rule. See documenting processes.
- Share it where the team works, and mention it in a meeting.
- Keep it current: the rule has an owner and a review date.
What makes the difference: treating a mistake as information, not a fault. A team that reports mistakes early makes fewer serious ones.
Where mistakes repeat most
| Area | Typical mistake | The rule that prevents it |
|---|---|---|
| Invoicing | A forgotten invoice | Invoice within 48 hours of the deliverable being approved |
| Sales | A discount given outside the rules | Who can grant which discount, up to what level |
| Delivery | A deliverable that doesn't match the promise | Review the order before starting work |
| Client relations | A client who doesn't know who to talk to | A named contact from the day the contract is signed |
AI: a new source of mistakes, or of reliability
An AI that draws on an old version of your prices or offers repeats the mistake at scale. An AI that draws on the company's approved rules, by contrast, applies them every time. See structuring your business with AI.
For all team problems: the 10 most common team problems. To empower without punishing: empowering your team.