After analyzing the causes of Significant Incidents, Significant Near Misses and Client Issues, we determined that failure to follow procedures was a common cause in many of these incidents. Based on this information, it was clear that the operating discipline needed an overhaul, with a specific focus on procedural compliance. TEAM approached this from a human factors perspective, focusing on a redesign of the documents and processes used in the chain of job execution. The project delivered a clear and simple operating discipline that covers all aspects of the Plan-DO-Check-Act cycle, resulting in improved procedure use, safety of the service, and quality of the work.