How software systems fail - Part 3c - People

Part 3c will explore how understanding the 6 characteristics of how complex systems fail can help improve our awareness of how quality is lost at the people level of software systems.

Key insight

People continuously adapt their behaviours to complex software systems, developing their expertise to keep them functioning. Each person has dual roles as a producer and defender against failure, which is essential in navigating the volatility and ambiguity inherent in such systems. As a result, people's actions continuously create quality, as quality is an emergent behaviour of complex software systems.  

Three takeaways

1. Human operators serve as producers of desired outcomes and defenders against unintended outcomes. This dual role is often overlooked by external observers who need to recognise the necessity of balancing production with defence against failures.

2. Practitioners in complex systems must constantly adapt to changing conditions and technologies. Expertise is developed through hands-on experience but is also subject to change due to staff turnover and technological advancements. Continuous learning and adaptability are essential for maintaining system functio…