By Natasha Pardasani, CMA, CIA
Introduction
Ever heard someone say, “It’s just paperwork”? Well, let me tell you a story that will make you think twice before downplaying the importance of documentation and internal controls. Picture this: you’re cruising at 16,000 feet when suddenly, the door plug of your plane blows out. Not exactly what you signed up for when you booked that flight, right? This terrifying scenario recently played out on an Alaska Airlines flight, and it all boiled down to a series of compliance failures—something that every governance, risk, and compliance (GRC) professional should take note of.
Lack of Documentation & Communication: The Root Cause of Chaos
The Alaska Airlines incident is a textbook example of what can go wrong when documentation is treated as an afterthought. The plane’s door plug was removed to fix some rivets—a routine procedure—but the paperwork? Completely forgotten. What followed was a chain of assumptions: everyone thought someone else had done it. The result? An unbolted door plug that wasn’t discovered until it was too late, leading to a gaping hole in the side of the plane. This incident serves as a stark reminder that documentation is more than just a checkbox; it’s a crucial part of ensuring safety and accountability.
In the world of GRC, documentation isn’t just about keeping records; it’s about creating a safety net. Every piece of paperwork, every report, and every signed-off checklist forms a part of that net. When one thread is missing, the whole structure can unravel, leading to potentially disastrous consequences. This incident underscores why clear communication and thorough documentation are vital. It’s a reminder that every step in a process must be accounted for, no matter how small or routine it may seem.
Inadequate Quality Control: When Oversight Fails
A key failure in this incident was the oversight that led to the door plug being reinstalled without the necessary bolts. Due to missing documentation, this crucial step was completely bypassed. What should have been a standard reassembly procedure instead became a critical gap in the aircraft’s safety, leading to a near-disastrous situation.
In the GRC world, quality control is akin to detective work. Every potential weak point needs to be scrutinized, every anomaly questioned, and every gap closed. This incident underscores the vital importance of thorough quality control, where every step is not just completed but verified. This failure not only put lives at risk but also dealt a significant blow to public confidence in Boeing’s manufacturing practices.
Poor Incident Response: When Transparency and Accountability Are Missing
Boeing’s response to the incident—citing a “lack of paperwork” as the reason for the oversight—falls flat in the face of GRC principles. Transparency and accountability are not optional in our field; they are the bedrock upon which trust and safety are built. Yet, in this case, the response seemed more like an attempt to downplay the severity of the oversight rather than address the root cause of the problem.
Effective incident response isn’t just about damage control; it’s about taking ownership of the issue, communicating transparently with all stakeholders, and putting measures in place to prevent future occurrences. The lack of a robust response from Boeing in this instance highlights the critical importance of having a well-defined incident response plan that prioritizes transparency and accountability.
Conclusion: The Story That Every GRC Professional Should Tell
So, next time someone tells you that documentation is “just paperwork,” or that quality checks are “just routine,” tell them the story of the Alaska Airlines flight. It’s a vivid reminder that in the world of GRC, no detail is too small to overlook, and no process is too mundane to follow through on. Documentation, quality control, and incident response are not just bureaucratic hurdles—they are the backbone of safety, trust, and reliability.
And remember, while compliance might not be glamorous, it’s the reason why planes land safely, why companies stay afloat, and why you can sleep soundly at night knowing that the checks and balances are in place. Because at the end of the day, “just paperwork” could save lives—or, in this case, a whole plane full of them.