Resilient performance in maintenance operations : managing unexpected failures

Unexpected failures of physical assets are often stated as the primary operational risk to asset-intensive organizations. Managing these failures is of critical importance to maintenance operations. This study demonstrates the operationalization and application of organizational resilience in a railway pit stop system, in order to identify changes for improvement in managing unexpected failures, using the soft systems methodology. A new ability (ability to inform) has been identified from the field as an important driver for resilient performance. Further research is needed to defend this position.

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