Managing the unexpected : sustained performance in a complex world

Managing the Unexpected: Sustained Performance in a Complex World -- Contents -- Preface -- Acknowledgments -- Chapter 1: Mismanaging the Unexpected -- Washington Mutual Mismanages the Unexpected -- Overview of Washington Mutual Bank Failure -- Problems in Mindful Organizing at WaMu -- Preoccupation with Failure -- Reluctance to Simplify -- Sensitivity to Operations -- Commitment to Resilience -- Deference to Expertise -- What Do We Learn from the WaMu Case? -- Conclusion -- Overview of Subsequent Chapters -- Chapter 2: The Infrastructure of Mindful Organizing -- Overview of the Collapse and Recovery -- The Unexpected and the Expected -- Sensemaking -- Organizing and Collective Sensemaking -- Adaptive Managing -- A Concluding Assessment -- Chapter 3: Principle 1: Preoccupation with Failure -- Components of Preoccupation with Failure -- Anomaly -- Cues of Evolving Failure -- Normalizing -- Institutionalized Wariness -- Doubt as a Mind-Set -- Connotations of Preoccupation with Failure -- The Mind-Set for Preoccupation with Failure -- Practicing a Preoccupation with Failure -- Articulate Expectations -- Create Awareness of Vulnerability -- Actively Track down Bad News -- Clarify What Constitutes Good News -- Consolidate Your Explanations -- A Near Miss Is a Failure -- Preoccupation as Strategy -- Chapter 4: Principle 2: Reluctance to Simplify -- Organizing More Variety into Processes -- Organizing for Sense-Discrediting -- Organizing for Action-Based Inquiry -- Mind-Set for Reluctance -- Practicing a Reluctance to Simplify -- Forget Some Names -- Think and Question out Loud -- Develop Skeptics -- Seek Requisite Variety -- Put a Premium on Interpersonal Skills -- Revise Assessments as Evidence Changes -- Chapter 5: Principle 3: Sensitivity to Operations -- Operations as an Anchoring in the Present -- Ignorance -- Casualness -- Distraction.