How software systems fail: Part 3b - People

Dr Richard Cook's 18 characteristics of complex systems failure applied to software. Part 3b of 3 focuses on three of the six characteristics, demonstrating how quality is lost at the people level.

Key insight 

Humans are experts in complex software systems, and their ability to adapt keeps systems functioning.

Three main takeaways

1. Humans are the most adaptable parts of complex systems, actively working to keep them functioning through restructuring, redirecting resources, creating pathways to retreat, and detecting changes in performance.

2. Complex software systems need to build mechanisms to create experts who can operate within them effectively due to ever-changing technology and employee churn.

3. Human adaptability constantly creates safety within complex software systems, either through well-rehearsed routines or through new adaptations to failure.