The Power and Pitfalls of Checklists

This chapter explores the critical role of checklists in high-stakes fields like surgery and aviation, illustrating how they can prevent mistakes among skilled professionals. It weighs the benefits of using checklists against the importance of personal judgment and creativity in service roles, highlighting real-world examples from companies like Zappos. The discussion emphasizes a balanced approach, advocating for the use of checklists as a helpful tool rather than a one-size-fits-all solution for complex challenges.