Introduction to Human and Organizational Performance (HOP): A Beginner’s Guide to Five HOP Principles
Critical Safety Management System Components Part 1: Mental Health Program
August 19, 2024
Introduction to Human and Organizational Performance (HOP)
NOTE: This article is an introduction to Human and Organizational Performance (HOP) for those who are looking to implement HOP at their organization (or want to learn more about HOP).
The relationship between an organization’s systems (in the context of this blog I mean Health, Safety, and Environment (HSE) and Operational Integrity (OI) manuals, programs, and management systems) and human behaviour can significantly impact health and safety, productivity, and overall company performance. As organizations evolve, so does our understanding of what drives worksite safety success and failure.
This is where an introduction to HOP comes into play. HOP is a powerful framework that shifts the focus from blaming individuals for mistakes to understanding the underlying organizational systems and factors that influence human behaviour in the workplace. In other words, are company processes and systems setting workers up for safety success or failure?
What is Human and Organizational Performance (HOP)?
HOP is a contemporary approach to workplace safety and operational excellence which can be traced back to W. Edwards Deming in the middle of the 20th century. More recently HOP has been championed and influenced by several notable safety professionals including, but not limited to, Sydney Dekker, Todd Conklin, Brent Sutton, and James Reason.
HOP started to gain more traction in Western Canada (especially in the Oil and Gas industry) in 2019. HOP is based on the premise that human error is normal but these errors do not always result in adverse outcomes. Rather, the organizational environment, systems, and processes are crucial in determining whether these errors lead to incidents or are mitigated before they lead to loss.
HOP challenges traditional safety approaches that often emphasize the goal of having zero loss incidents, which can inadvertently create environments where employees feel pressured to hide mistakes (and these mistakes, when uncorrected, reoccur and may lead to a devastating incident). Instead, HOP encourages the development of a:
- Capacity to fail safely
- Culture of learning and continuous improvement by acknowledging that errors are opportunities to learn and improve rather than failures to be punished
Why HOP Matters?
An introduction to HOP can lead to significant benefits within an organization’s culture and operations. It can enhance safety by preventing high-consequence incidents, improve morale by fostering a supportive work environment, and increase efficiency by optimizing systems based on real-world human behaviour.
For example, consider an organization that implements a new process without considering how its employees will interact with it. If an error occurs, a traditional approach might involve disciplining the employee for failing to do something. However, a HOP approach would investigate the context—Were the instructions clear? Was the equipment functioning as expected? Was the workload manageable?—and use the findings to improve the process, thus preventing similar errors in the future.
Five Key Principles of Human Organizational Performance (HOP)
1. People Make Mistakes (Error is Normal)
Mistakes are an inherent part of human nature. We all make mistakes and yet when a human being makes a mistake sometimes other human beings can become overly critical and say things like:
- “That was so stupid!”
- “I would never do that”
- “What were they thinking…well they weren’t thinking!”
These types of reactions demonstrate a lack of insight regarding the reality of the human experience. No one wants to make a mistake on purpose…that’s why it’s called making a mistake! Understanding that errors will occur, allows organizations to design resilient systems capable of absorbing and recovering from these errors.
2. Blame Fixes Nothing
Blame makes error seem like a choice. As per the first principle, people make errors simply because they are people and no person is perfect (even if they think they are!! haha).
Further, assigning blame does not address the root causes of errors and therefore does not fix anything. Rather, it often discourages open reporting and learning, leading to risks that are not widely understood or controlled.
Once the root cause(s) of an error has been identified the following question should be asked, “How did organizational systems and processes contribute to this root cause?” This helps to promote a shift from blame towards the goal of understanding how and why personnel decisions are made.
3. Context Drives Behavior
Workers do things for a reason. And the reason makes sense to the worker given the context. In other words, human actions and behaviours are heavily influenced by the work environment in which they operate.
Here is an example of how context drives behaviour. Stores put their highest-demand items at the back of the store. This forces shoppers to walk through the store and they are more likely to buy items they previously did not come into the store to buy. This is also why grocery stores display treats while you wait in line to pay for your goods at the check-out.
You may think you are in charge of your shopping experience. And stores want you to think that too. But how often have you gone in to buy one item and left with 10 or more? I do it pretty much every time! If you have a Costco membership then you definitely know this to be true!!
Systems, procedures, tools, controls, organizational culture (including values), and organizational pressures influence human decisions and actions. HOP advocates examining these factors to understand why people do what they do.
4. Learning and Improving is Vital
An organization can either learn and improve from its mistakes or blame and punish the individuals who made them. To be considered a learning organization, learning should be a strategic and operational choice for improvement.
Learning and improving is a continuous cycle. You learn and then improve, then you learn some more and improve some more…and this continues...forever.
Every organization should strive to be a learning organization and some make that claim. But they have to do more than just say this. It takes effort, resources, and courage. It also takes humility to accept what you do not know. Learning and improving allows your organization to benefit from greater knowledge.
For many organizations, most learning comes through incident investigations, reviews, and analysis. This is important but reactive and after the fact. A more proactive and more cost-effective approach is to anticipate how to prevent an error or event.
Every error, near-miss, or potential task/process failure analysis is an opportunity to learn and improve. HOP encourages organizations to investigate incidents with a focus on learning and improving their systems, rather than simply finding fault.
5. Leadership Response Matters
Organizational context, including leadership, influences worker behaviour. Thus, how leaders respond to errors matters.
One might argue, that the response to error is more important than the error itself. Suspending judgment and responding to errors with curiosity allows for facts to come to the surface.
Leadership response builds or breaks a learning culture. Leaders must create an environment that allows workers to learn from mistakes without fear of retribution. When a mistake or error occurs, leaders must respond by asking themselves, and others, “What can we learn from this?”.
Leaders must ensure they don’t let their response become an emotional reaction. Instead, respond by making a strategic decision. That way the organization as a whole benefits. Leadership needs to create understanding among the workforce that bad news is welcomed.
How an organization responds to errors is crucial. A positive, non-punitive response can foster a culture of trust and openness, which is essential for continuous improvement and learning.
Introducing Human and Organizational Performance to Your Company
Adopting HOP is not about implementing a checklist or a one-size-fits-all solution. It’s about fostering a mindset of curiosity, empathy, and continuous improvement and integrating this within the organization. Leaders play a pivotal role in this transformation by modelling these behaviours and encouraging their teams to think critically about the systems in which they operate.
Training and education are essential for embedding HOP principles into the fabric of an organization. At Risk Defense Inc., we have developed introduction to HOP training materials and conducted workshops to help organizations and their employees understand the benefits of implementing HOP. Click here to learn more about our suite of services.
Employees at all levels need to understand HOP concepts and how they apply to their work. Additionally, creating open channels for communication and feedback can help uncover hidden issues and provide insights into how systems can be improved and risk effectively mitigated.
Conclusion
HOP represents a significant shift in how we think about safety, errors, and system design. By acknowledging that humans are fallible and focusing on the organizational factors that influence behaviour, HOP provides a pathway to safer, more efficient, and more resilient workplaces. As industries continue to evolve, embracing HOP principles will be key to navigating the complexities of modern work environments and achieving long-term success.
We trust this introduction to HOP has been helpful. For expert guidance on integrating Human and Organizational Performance (HOP) into your organization and HSE, or OI management system, reach out to Risk Defense Inc. Elevate your company's safety and operational excellence—contact us today by filling out the form below.
Contact Us For Expert Health and Safety Guidance
Have questions? Need professional support? Contact us today!
Unlock the Power of Health and Safety Consulting Expertise
When you require a trusted HSE or health and safety consultant be sure to contact us first! We are the strategic partner you need. We’re here to meet you exactly where you are and drive you toward exceptional results. Whether you’re managing complex HSE management systems, mitigating critical risks, or confronting tough challenges, our deep expertise and extensive experience will elevate your business to new heights.
With over 18 years of leading industry experience, we’ve built a vast reservoir of knowledge in health and safety consulting. Our approach is powerful yet straightforward, custom-crafted to minimize your risks, and accelerate your business growth. From optimizing management systems and programs to safety audits and improving contractor management to embedding mindful safety practices, we provide transformative solutions that deliver real impact.
We understand that each organization has unique challenges and goals, and that’s why we don’t believe in one-size-fits-all solutions. Instead, we take a personalized approach, working closely with you to develop strategies that align with your specific needs and long-term vision. Whether you’re looking to enhance operational integrity, achieve regulatory compliance, or foster a culture of safety across your organization, we’re here to support you every step of the way.
We’ve partnered with businesses of all sizes, from small, family-run enterprises to global giants with thousands of employees. No matter the industry, we consistently deliver results, solving the very challenges you’re facing today.
Contact us now, and one of our expert team members will connect with you shortly.
