Complacency hurts

The O2 service was down (in the UK) this week for a couple of days.

This follows another recent high profile case of RBS (a major bank) losing service for many customers for a matter of days.

These things never seemed to happen to these giant organisations. Is it a sign that things have got so complex that such failures are more likely; or that even these large companies are cutting down on maintenance; or that they have become complacent.

Complacency - believing you are 'good' and acting accordingly - is the enemy of excellence and of high productivity.