When Failure Isn’t an Option

Some teams, by the very nature of their work, must consistently perform at the highest levels. How do you—as a team leader, as a supervisor, as a trainer, or as an outside coach—ensure that this happens?

A version of this article appeared in the July–August 2005 issue of Harvard Business Review.

Michael R. Hillmann is the deputy chief of the Los Angeles Police Department and the commanding officer of the department’s Special Operations Bureau, including the Special Weapons and Tactics (SWAT) team, of which he was one of the earliest members.

Philippe Dongier From November 2001 to February 2004, (pdongier@worldbank.org) was the Manager for Afghanistan Reconstruction at the World Bank in Washington, DC. He now leads a task force aimed at enhancing organizational effectiveness within the World Bank.

Robert P. Murgallis (robert.murgallis@dhs.gov) is a training specialist for the Emergency Incident Policy and Analysis Programs at the National Fire Academy in Emmitsburg, Maryland.

Mary Khosh was a career coach for the Cleveland Browns in the late 1980s and early 1990s. During that time, she advised players on work/life issues and was the only woman doing psychological coaching in the NFL. She is currently a consulting psychologist with the Leadership Development Institute at Eckerd College in St. Petersburg, Florida.

Elizabeth K. Allen is the founder of Elizabeth K. Allen, Inc., an event-planning company that organizes and produces society weddings, charity galas, and corporate events across the United States. The company has offices in New York and Boston.

Ray Evernham was the crew chief for driver Jeff Gordon from 1993 to 1999, during which time Gordon won three NASCAR (National Association for Stock Car Auto Racing) championships. Today, Evernham is president and CEO of Evernham Motorsports, which fields a team of NASCAR entrants for the Dodge division of DaimlerChrysler.

When Failure Isn’t an Option

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