Reduction of Normalization of Deviation (NoD) Using a Socio-Technical Systems Approach

Abstract

Normalization of deviation (NoD), also known as normalization of deviance, is the process in which deviations from correct or proper decisions, behaviors, or conditions important for safety insidiously become the accepted norm over time. NoD is a common, risky, yet elusive issue causing or contributing to numerous accidents in multiple industries. Effective reduction of NoD is therefore a major opportunity. Approximately 10 years ago, Boeing developed a general systemic model of NoD based on a socio-technical systems approach. It is a representation of how multiple internal and external factors inherent to socio-technical systems interact in a dynamic fashion leading to NoD. It holistically captures the essence and complexity of the problem. The model has been shared across Boeing and with three customer airlines of Boeing. Specific systemic models of NoD associated with specific problems were developed based on the general systemic model. Subsequently, NoD awareness training, methods, tools, processes, and solutions based on those models have been developed. They were provided and/or used to improve workplace safety at Boeing and aviation safety at one of the three airlines. All the efforts have resulted in unprecedented insights, and some have seen significant reduction of NoD, NoD-related incidents, and NoD-related safety risks.