Does This Sound Familiar?
I read the following in the 2009 book Streetlights and Shadows: Searching for the Keys to Adaptive Decision Making by Gary Klein. It reminded me of the myriad ways operational information technology and security processes fail. This is a long excerpt, but it is compelling. == Begin == A commercial airliner isn't supposed to run out of fuel at 41,000 feet. There are too many safeguards, too many redundant systems, too many regulations and checklists. So when that happened to Captain Bob Pearson on July 23, 1983, flying a twin-engine Boeing 767 from Ottawa to Edmonton with 61 passengers, he didn't have any standard flight procedures to fall back on. First the fuel pumps for the left engine quit. Pearson could work around that problem by turning off the pumps, figuring that gravity would feed the engine. The computer showed that he had plenty of fuel for the flight. Then the left engine itself quit. Down to one engine, Pearson made the obvious decision to divert fr...