The implications of redundancy on complex operations: An investigation of hospital operations

Abstract

Researches on redundancy in complex operations have led to inconsistent findings and understanding of the implications of redundancy in the wider operations management domain. This paper seeks to clarify on these inconsistencies by taking a risk management perspective in examining the implications of redundancy in complex hospital operations. Extensive evidence were collected from two large hospitals in Singapore to examine the implications of redundancy in variant complex operations using a systems analytical approach - causal loop diagrams to illustrate the dominant tensions. We offer a novel approach by integrating two theoretical lenses – Normal Accident Theory (NAT) and High Reliability Theory (HRT) in developing a set of propositions to explain the tensions resulting from a general lack of redundancy. Our findings also suggest that NAT and HRT may be used in complement to inform on the appropriate risk management approach based on the distinctive contextual drivers to alleviate the operational strains due to the recurrent tensions. This paper extends literature on NAT-HRT and provides some initial resolution on the ensuing debate surrounding redundancy based on the two theoretical perspectives. This work constitutes an initial step to reconcile the extensive but fragmented literature on the implications of redundancy in complex hospital operations.