At its core, a HRO is one that has minimized wide-scale issues and has systems in place to prevent future errors, despite having increased risk for failure. They don’t usually appear in the news for catastrophes, but when they do they’re focused, proactive and upfront. And despite any issues, they’re able to bounce back.

Hygge: This concept of coziness and contentment kept coming up, over and over again with regards to good craft. And it got me thinking about how this sense of warmth can apply to our team culture, and how that can affect our processes and positively influence people’s experience.