Bridging the Gap

Bridging the Gap

Bridging the gap between work as imagined (WAI)—how tasks are designed or expected to be done—and work as done (WAD)—how they are actually performed in real-world conditions—is critical for improving safety, efficiency, and employee engagement. Employers can use a range of tools and approaches to close this gap effectively:

1. Worker Participation & Observation Tools

• Gemba Walks: Leaders go to the “real place” where work happens to observe and engage with workers directly.

• Job Shadowing: Spending time following an employee through their tasks to see actual workflow and challenges.

• Frontline Focus Groups: Small-group discussions with workers to explore how tasks are really performed.

2. Task Analysis & Workflow Mapping

• Hierarchical Task Analysis (HTA): Breaks down tasks into subtasks and operations to understand actual workflows.

• Swimlane Diagrams: Visualize who does what in a process and identify mismatches in handoffs or expectations.

3. Learning Teams (from Human & Organizational Performance - HOP)

• Encourage multidisciplinary, non-punitive discussions after work events or to proactively review processes.

• Capture the variability and adaptations workers use to succeed.

4. Human-Centered Design Tools

• Personas & Empathy Maps: Understand the needs, constraints, and behaviors of real users.

• Journey Mapping: Track the worker's experience step-by-step to surface mismatches between WAI and WAD.

5. Incident and Near-Miss Reporting Systems

• Use these not just for reactive learning, but also for spotting patterns of adaptation and deviation that may signal systemic gaps.

6. Feedback Loops

• Digital suggestion boxes or real-time feedback platforms (e.g., SafetyCulture, IdeaScale) to capture frontline insights.

• Regular retrospectives or after-action reviews (AARs) to reflect on process alignment.

7. Simulations and Scenario-Based Training

• Allow employees to engage with “imagined” procedures and then compare them with how they would respond under real pressures.

8. Safety-II and Resilience Engineering Tools

• Focus on understanding why things go right and how people adapt—rather than only analyzing failures.

Examples include:

1. Gemba Walks in the Field

• Example: A supervisor joins a planting crew during a spring reforestation project to observe how workers adapt to terrain, weather, and equipment limitations.

• Outcome: Identifies that actual tree spacing varies due to slope steepness—leading to a revision in spacing guidelines or layout training.

2. Learning Teams after Near Misses

• Example: A team discusses a near-miss involving a snag that wasn’t identified during felling operations.

• Outcome: Workers share how visual limitations and time pressure affect hazard detection—prompting changes in pre-work briefings and visual sweep procedures.

3. Workflow Mapping for Silviculture Tasks

• Example: A swimlane diagram of a brush-cutting operation reveals overlaps and bottlenecks between equipment operators and quality checkers.

• Outcome: Task sequencing is adjusted to reduce idle time and unsafe proximity between crews.

4. Journey Mapping for New Hires

• Example: Map the first week of a tree planter's experience—from orientation to field deployment.

• Outcome: Reveals gaps in practical skills training and confusion about camp logistics—leading to the development of a more hands-on onboarding process.

5. Empathy Mapping with Equipment Operators

• Example: Interview harvester operators to capture their frustrations, workarounds, and information needs.

• Outcome: Uncovers that GPS mapping isn’t updated in real-time, leading to cutting errors. Solution: daily updates and better mobile tools.

6. Retrospectives Post-Contract

• Example: After a wildfire mitigation contract, hold a debrief with contractors and field supervisors.

• Outcome: Learn that time estimates were unrealistic due to unexpected terrain—resulting in better pre-project scoping and community engagement.

7. Digital Feedback Tools

• Example: Use a mobile platform like iAuditor or a custom app to let planters report safety issues or workflow delays instantly.

• Outcome: Increases responsiveness to field realities and fosters continuous improvement.

8. Scenario-Based Training

• Example: Run tabletop exercises simulating a blowdown salvage operation with weather turning rapidly.

• Outcome: Highlights that current SOPs don’t reflect decision-making under time pressure—leading to new guidance on when to halt operations.

These tools help surface the adaptations workers use to get the job done safely and effectively under real-world conditions, which often don’t match what's written in a plan or procedure.