Fact is, accidents happen (like the Delta plane that skidded off the runway at LaGuardia). And they will continue to. When they do, the game plan is to fully answer these points:
- What happened?
- Why?
- Who was in charge?
- What went wrong?
- What was their motive/reason/cause?
- Who was affected?
- How will you ensure this doesn’t recur?
And that’s just the start, but when you answer these points, you stand a chance of moving on and getting back to business as usual. When you don’t, you will wallow in this area for as long as it takes for the public to get the answers.
Best practices show smart companies have already thought this through and are prepared. That allows them even more fully to work diligently to ensure accidents do not happen. History has shown, however, that, inevitably, they will.
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