Incident Management in Social Service Organizations Adobting High Reliability Approach

One of the new incident management methods to apply in social service organizations, is using the same characteristics seen in highly reliable organizations such as airlines, nuclear power plants and the air traffic control. To utilize incident management in these organizations, some activities are required to achieve a high level of reliability whom finding is the very goal of this research. In this research at first characteristics of organizations with high reliability are presented, and then some required activities that are necessary to implement these characteristics in electricity distribution companies as a social service organization are put forward. These activities include high level of interaction, high transmission speed, comfort, safety, learning, teamwork, talent management, organization of chaos, knowledge management, trust, job rotation, loyalty, work difficulty, experience survive and dignity. Information collecting tools were questionnaire and interview surveyed among a sample society of Senior Managers of Iran electricity distribution companies. The study method is descriptive-exploratory and is with applied objective.