The human factor in management

The human factor in management is the reasons for the violation in the work, which are caused by the discrepancy between the psychophysiological state and the qualifications of the personnel to the established requirements.

The human factor in quality management, the classification of personnel errors and the analysis of erroneous actions

In the process of analyzing the mistakes of a human operator of technological systems, four types of erroneous actions were identified: skipping the necessary action, disrupting the order (permutation) of actions, automatic repetition of the action that did not lead to the required result upon initial execution, and the execution of a new action not provided by the established algorithm.

Depending on the mode of execution of work, errors can occur at the level of skills, at the level of rules and at the level of knowledge.

The human factor or mistakes that are characteristic of working in the skills mode (inattention)

The error mode during work at the skill level is inattention. Errors in the skills mode are, basically, allowed during the execution of actions, including erroneous actions and lack of attention or concentration.

The human factor or the errors typical for work in the mode of rules

Since the execution of events in the rules mode requires interpretation using the "if-then" formula, the common mistake is an incorrect interpretation. A person may not fully understand or misidentify the state of equipment or an object that requires a specific response.

The human factor or mistakes that are typical for work in the mode of knowledge

Activities implemented in the knowledge mode require the use of diagnostics and problem solving. A person needs considerable efforts to process information, when it is necessary to assess the situation, starting with the root causes. It is not surprising that a person can not work well in conditions of severe stress, in unfamiliar situations, where it is necessary to act actively in the absence of rules, programs and procedures by which such situations should be resolved.

Decision making will be erroneous if the resolution of the problem is based on inaccurate information.

Human factor, classification of the causes of personnel errors

Planning errors (errors)

Errors can be made at the planning stage or during the implementation of this plan. Planning errors lead to errors: a person either follows an inadequate procedure to solve a standard problem, or plans an improper procedure to resolve a new situation.

Errors can be committed in two ways, namely: by applying a rule that is inappropriate to this situation, and by properly applying a rule that has drawbacks.

Wrong application of correct rules

Such a case usually takes place if the operator encounters a situation where a number of its features are similar to the circumstances for which this rule was intended, but with some serious differences. If the operator does not recognize important differences, it can apply an improper rule.

Applying imperfect rules

This happens when using a procedure that in the past has yielded positive results, but contains undetected shortcomings. If such a decision is applied in the circumstances under which it was first tested, then it can become part of the standard approach of this individual to solve this type of problem.

Errors of performance (misses and omissions)

As a rule, the actions of experienced and qualified personnel are well-trained and skillful. The work is carried out, basically, in an automatic manner, with the exception of periodic inspections of the progress of the process. But, unfortunately, there are blunders and omissions through the fault of the staff. A miss is an action that is not executed as planned, and therefore a slip will always be visible. An omission is a failure of memory, and it will not necessarily be obvious to all others, except for the person who has this happened.

Errors and violations

Errors are considered a common phenomenon in the work of personnel and radically different from violations. These two factors can lead to a failure in the operation of the whole system or create a dangerous situation. The difference between them is only intent. Violations are a deliberate act, and mistakes are made inadvertently.

The human factor and corrective actions

Unintentional errors : this type of error can be prevented by improving training, procedures or management intervention (for example, tightening controls, analyzing assignments, explaining misunderstandings, reviewing unclear sections in procedures, and encouraging indifferent attitude of employees when performing a task).

Intentional violations : this type of errors can be prevented by developing the desired behavior and introducing a high safety culture.

Knowledge-based mistakes: these types of errors can be prevented, developing an understanding of the need to stop work, involve other people, ask for help / counseling, if the employee does not know how to act in unfamiliar surroundings.

The development of staff knowledge is an additional factor affecting the quality and effectiveness of management.