Riskhantering av kritiska infrastrukturtjänster
En studie av Apotekens Service ur ett HRO-perspektiv
Risk management has become a key ingredient for businesses all over the world. High Reliability Organizations (HRO) has distinguished themselves as experts in this area. By continuously focusing on improving their ability to manage risks they?ve been able to successfully avoid catastrophes in environments where normal accidents can be expected due to complexity and risk factors.The aim of the thesis is to improve the risk management at Apotekens Service by applying theories from HRO and safety culture. In July 2009, following the re-regulation of the Swedish pharmacy market, Apotekens Service AB was appointed national pharmacy infrastructure supplier for the Swedish health care system. The market's direction and scope gives rise to a complex socio- technical environment that places high demands on the company's risk handling activities. By mapping the principles behind the success of HROs against methods used today, the thesis develops a foundation for how companies like Apotekens Service can manage risk efficiently.The analysis shows that there are great opportunities for Apotekens Service to apply theories of HRO and safety culture to improve their risk management.The company already has a positive safety culture, which is a prerequisite for maintaining safety over time. By mapping out the organization?s internal system dependencies, perform a threat analysis and develop an effective information management system Apotekens Service will improve the internal transparency whilst strengthening the possibilities for learning and effective communication. Finally, the thesis presents three risk management tools for assessing risk and reviewing the company?s ongoing work in the area.