Business School, National University of Singapore, 119245 Singapore; email:
Annu Rev Psychol. 2015 Jan 3;66:661-87. doi: 10.1146/annurev-psych-010814-015205. Epub 2014 Sep 17.
Every organization is confronted with errors. Most errors are corrected easily, but some may lead to negative consequences. Organizations often focus on error prevention as a single strategy for dealing with errors. Our review suggests that error prevention needs to be supplemented by error management--an approach directed at effectively dealing with errors after they have occurred, with the goal of minimizing negative and maximizing positive error consequences (examples of the latter are learning and innovations). After defining errors and related concepts, we review research on error-related processes affected by error management (error detection, damage control). Empirical evidence on positive effects of error management in individuals and organizations is then discussed, along with emotional, motivational, cognitive, and behavioral pathways of these effects. Learning from errors is central, but like other positive consequences, learning occurs under certain circumstances--one being the development of a mind-set of acceptance of human error.
每个组织都面临着错误。大多数错误很容易纠正，但有些错误可能会导致负面后果。组织通常将错误预防作为处理错误的单一策略。我们的综述表明，错误预防需要辅以错误管理——一种旨在有效处理错误后发生的方法，目的是最小化负面错误后果，最大化积极的错误后果（后者的例子是学习和创新）。在定义错误和相关概念后，我们回顾了受错误管理影响的与错误相关的过程的研究（错误检测、损害控制）。然后讨论了错误管理在个体和组织中的积极影响的实证证据，以及这些影响的情绪、动机、认知和行为途径。从错误中学习是核心，但与其他积极后果一样，学习是在特定情况下发生的——一种是接受人为错误的心态的发展。
