indicators of organizational resilience in critical sociotechnical systems: a qualitative study for the refinery complex

Background: resilience engineering is a new approach for safety management. the purpose of this paper was to determine indicators constructing organizational resilience as an important part of overall resilience. methods: this was a qualitative study. the data collection method was semi-structured interviews as well as the discussion group method. the data were analyzed with conventional qualitative content analysis. results: overall, 232 primary codes were classified in 81 sub-indicators and 11 indicators. eleven indicators were as follows: management commitment, performance management system, flow of information/communication, involvement culture, error management system, education, preparedness, flexibility, innovation culture, change management, and human resource management. conclusions: refineries and other firms are recommended to evaluate the situation of any identified indicators, therefore, they can promote the level of resilience by improving any indicator.