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This training program will focus on the importance of procedures. Attendees will learn why people avoid procedures and understand common human errors and deviations related to the use of procedures.


  • Understand the importance of procedures
  • Learn why people refuse to use procedures
  • Understand the common human errors and deviations related to the use of procedures
  • Understand the reading and writing processes and how people may impact the processes


Human error is known to be the major cause of quality and production losses in many industries. Although it is unlikely that human error will ever be totally eliminated, many human performance problems can be prevented. Human errors start at the design stage. Procedures play a vital role in human reliability. Nevertheless, it is really important to understand human behavior and the psychology of error as well as understand exactly where the instructions weaknesses are, so procedures can be human engineered, improved and/or fixed.

This webinar will discuss practical approaches to address writing rules to reduce the likelihood of procedures.


  • SOP Writing Outline
  • Content
  • The Reason of Procedures
    • Regulatory compliance background
    • Universal purpose of procedures
  • The Human Perspective
    • Human error as a root cause
    • The thinking and reading process
    • Common mistakes and causes
  • How to Create and Maintain a Procedure
    • Goals of a procedure
    • Good procedure writing practices (terminology, formats, layouts, mixed cases, steps content, common words, references, branching, conditional steps, the use of precautions, warnings and cautions)
    • Procedure styles
    • Use of electronic information networks for procedure access


  • QA/QC directors and managers
  • Process improvement/excellence professionals
  • Training directors and managers
  • Plant engineering
  • Compliance officers
  • Regulatory professionals
  • Executive management
  • Manufacturing operations directors
  • Human factors professionals


Ginette Collazo, Ph. D. is an Industrial-Organizational Psychologist with 20 years of experience that specializes in Engineering Psychology and Human Reliability, disciplines that study the interaction between human behavior and productivity. She has held positions leading training and human reliability programs in the Pharmaceutical and Medical Device Manufacturing Industry.Nine years ago, Dr. Collazo established Human Error Solutions (HES), a Florida based boutique consulting firm, where she has been able to position herself as one of the few Human Error Reduction Experts in the world. HES, led by Dr. Collazo, developed a unique methodology for human error investigations, cause determination, CA-PA development and effectiveness that has been implemented and proven amongst different industries globally. This scientific method has been applied in critical quality situations and workplace accidents.Ginette Collazo, Ph. D. is the author of the book Human Error: Root Cause Determination Model, published in 2008. She is also a speaker at significant events like Interphex, FDAnews Annual Conference, Global Conference on Process Safety, International Conference on Applied Human Factors and Ergonomics, and of course, Pharmaceutical Industry Association.

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