““Notably, one item was not on our list: Find the person responsible who typed the wrong command and punish him or her. Some people may question that decision, reasoning that as valuable as creating a trusting environment can be, responsibility without accountability can undermine an expectation of excellence. I’m all for accountability. But in this case, my reasoning went like this: Our people have good intentions. To think you can control or prevent random problems by making an example of someone is naïve and wrongheaded. Moreover, if you say it is important to let the people you work with solve their own problems, then you must behave like you mean it. Drill down, certainly, to make sure everyone understands how important it is that we strive to avoid such problems in the future. But always—always—walk your talk.””
