Understanding Human Factors

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

Willing to put in effort and hours

High Integrity Modest Distrust of words Prefers to be allowed

to make his / her own decisions

Doesn’t like to ask for help

Tends to be self-sufficient

Like to think things out on his/her own

Doesn’t share thoughts too frequently

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

Stress

Complacency

DistractionFatigue

Communication

Resources

Knowledge

Teamwork

Assertiveness

Awareness

Norms

Pressure

Lack of communication Complacency Lack of knowledge Distractions Lack of teamwork Fatigue Lack of resources Pressure Lack of assertiveness Stress Lack of awareness Norms

Human Factors Communication:

Written Verbal Tone of Voice Body Language People

respond to

different types

of communicatio

n!

Not always in a positive way!

Human Factors

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

“And what you think I said is definitely not what I meant.”

Does this sound familiar?

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 one’s 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 don’t 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 it’s new- don’t be afraid to ask!

Human Factors Lack of Teamwork

Failure to understand Roles No Teamwork Training Not understanding the

benefits of working in teams

You had the instructions in your hand, I 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 one’s 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 doubt…make 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 isn’t 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

Don’t 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”, it’s 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!!