Special thanks to Doug Stewart
for recommending this reference
Reference Contributor
Doug's Research (with Richard B. Chase) in mistake-proofing services is highly recommended reading
Chase, R. B., and D. M. Stewart. 1994. Make your service fail-safe. Sloan Management Review (Spring): 35-44.
Chase, R.B., and D. M. Stewart. 1995. Mistake-proofing: Designing errors out. Portland, Oregon: Productivity Press.