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252 pages, Paperback
First published January 1, 2002
"Asking what is the cause, is just as bizarre as asking what is the cause of not having an accident. Accidents have their basis in the real complexity of the system, not their apparent simplicity."
"Saying what people failed to do has no role in understanding 'human error'."
"There is almost no human action or decision that cannot be made to look flawed and less sensible in the misleading light of hindsight. It is essential that the critic should keep himself constantly aware of that fact."
"Underneath every simple, obvious story about 'human error', there is a deeper, more complex story about the organization."