Understanding Human Factors

The Origin of Human Factors

A Program Initially Designed by the Federal
Aviation Administration (FAA)
The Focus is on the Employees who Build
and Maintain All Aircraft Engines and Aircraft
The Tools & Techniques have been Modified
for the Needs of ALL Businesses
 The Objective
To characterize the impact of environmental
(external and internal) and individual factors on
human performance
To understand the Chain of Events that cause
defects or errors in daily business operations
These events can lead to the endangerment of the
employee and / or the customer of the product or
service
To create awareness and to examine the human
role in the workplace
 Human Factors Definition
Human factors entails a multidisciplinary effort
to generate information about human
capabilities and limitations. This information is
applied to equipment, systems, facilities,
procedures, and job training, for continual
and effective human performance.
 Human Factors

What characterizes an effective

employee?
Human Factors Attributes
Dependable Doesnt like to ask for
Willing to put in effort help
and hours Tends to be self-
High Integrity sufficient
Modest Like to think things out
Distrust of words on his/her own
Doesnt share thoughts
Prefers to be allowed
to make his / her own too frequently
decisions
Human Factors The Dirty Dozen

It has been determined by researching mistakes

caused by people, that one or more of 12
common denominators (clues) are usually
present.
These are referred to as The Dirty Dozen root
causes.
 Human Factors The Dirty Dozen

Daily Pressures
Communication
Awareness Lack of communication
Complacency
Lack of knowledge
Knowledge Distraction Distractions
Stress Fatigue Lack of teamwork
Fatigue
Resources Norms Lack of resources
Pressure Pressure
Teamwork
Lack of assertiveness
Stress
Lack of awareness
Complacency Assertiveness Norms
Human Factors
Communication:
Written
Verbal
Tone of Voice
Body Language

Not always in a positive way!

Human Factors

Does this sound familiar?

What you heard and what I said are two
different things.

And what you think I said is definitely not

what I meant.
 Human Factors
To Improve communication:
Learn to listen
Ask questions
Paraphrase
Make eye contact
Use positive body language
Approved process/worksheets
Discuss open items on paperwork
NEVER ASSUME ANYTHING!!
Human Factors
Complacency:
A conscious or unconscious relaxation of
ones usual standards in making decisions and
taking actions.
Human Factors
Improving Complacency:
Train yourself to expect to find a problem
Tasks are most likely included in the work
instructions because of potential critical failure
or past historical failures
NEVER pass along work without insuring its
correctness
Human Factors
Lack of Knowledge
Failure to provide adequate training
Lack of confidence to ask questions

Why do we
always have
trouble with
this?
 Human Factors
Lack of Knowledge:
Understand each step of what you are doing
or...
If you dont have the knowledge, talk to
someone who does
Seek training on the type of work to be
performed
Always use current procedures and work
instructions
If its new- dont be afraid to ask!
Human Factors
Lack of Teamwork
Failure to understand Roles
No Teamwork Training You had the
Not understanding the instructions in
your hand, I
benefits of working in teams thought you
knew what to
do!
Human Factors
Improving Teamwork:
Provide instructions for working in teams
Discuss what, who and how a job is to be
done
Be sure that everyone understands and
agrees
Human Factors
Distraction:
To draw ones attention away
To confuse by unclear instructions
Excessive non-work related activities
 Human Factors
Improving Distraction:
Know where you left off the uncompleted work
When you return to the job, go back and
review a few steps in the process
Use check sheets to avoid errors
If in doubtmake a write-up of the
uncompleted tasks
Human Factors
Fatigue:
The result of intense physical or mental
activity at a single task
Causes:
Temperature variations
Excess Noise
Strong lighting
Long work hours
Fatigue: Definition

Fatigue denotes a state represented by

a loss in efficiency and a general
disinclination to work

(Grandjean, 1988. Human Factors Journal, 1994)

Human Factors
Improving Fatigue:
Be aware of the symptoms of fatigue and
look for them in yourself and others
Sleep and exercise regularly
Ask others to check your work
Avoid excessive overtime
 Human Factors
Resource Pressures:
Making do with less
Examples:

Inexpensive / Inadequate Tools or

equipment
Outdated computers or software
Unreliable Copiers
Inadequate Lighting
Outdated Manuals or Process
Documentation
Human Factors
Improving Resource Pressures:
Make a list of required resources that will
reduce work pressures
Track the progress
 Human Factors

Pressure:
To complete the work on-
time (when expected)
Most often, the pressure
comes from within ourselves
Human Factors
Reducing Work Pressure:
Ensure the pressure isnt
self-induced
Communicate your
concerns upward
Ask for help
Human Factors
Lack of Assertiveness

Listen, I need
that report now,
just send it!
Human Factors
Improving Assertiveness:
Record the incident in a personal log
Refuse to compromise your standards!
Clearly communicate the consequences
Verbally and
In writing
Human Factors
Stress
The non-specific response of the body to any
demand made upon it.
Human Factors
Managing Stress
Dont make mountains out of mole hills
Look rationally at a problem
Break plans down into small steps
Always be aware how stress personally affects
your work
Take a break to clear your mind
Ask for advice or help from someone you can
trust (ombudsman)
Human Factors
Lack of awareness:
Failure to realize consequences of actions
Human Factors
Improving awareness:
Think about all the functions required to
complete the total task
Will your work conflict with some other
person or process?
Ask others if they can see any problems with
the work both upstream and downstream
Human Factors
NORMS:
Never mind the right way, its quicker the
way I do it!
Human Factors
Improving NORMS:
Always follow the approved process
If the process is not documented, then
document the process by seeking collective
input
Be aware that norms do not make it right!
Human Factors Summary
We have a choice..
Attitude is everything
Use knowledge, awareness, resources to
break the chain of events
Be aware of poor work habits!

Stay Aware!!
Our Future Business Depends on It!!