Resilience - focus on people or the system of work? a bad system will beat good people every time. Too many times we rely heavily on certain individuals, and when those individuals are taken out of the loop for any reason at all - the process is often not good enough to for it to be maintained. If the process was robust - it wouldn't matter who was following it - the end result should always be the same. And at the end of the day - what is easier? Change a persons behaviors or change the process? The trick is to only change the process when it is broken - not when it is not being followed and too hard to manage.