The human factor in management is the reasons for a malfunction in work, which are caused by the mismatch of the psychophysiological state and qualifications of the staff with the established requirements.
The human factor in quality management, classification of personnel errors and analysis of erroneous actions
In the process of analyzing the errors of the human operator of technological systems, 4 types of erroneous actions were identified: skipping the necessary action, disrupting the order (rearrangement) of actions, automatic repetition of the action, which at the initial execution did not lead to the necessary result, and the execution of a new action not foreseen by the established algorithm.
Depending on the mode of work, errors can occur at the level of skills, at the level of rules and at the level of knowledge.
Human factor or mistakes typical for working in skill mode (inattention)
The error mode during the execution of work at the skill level is inattention. Mistakes in skill mode are mainly those made during actions, including erroneous actions and lack of attention or concentration.
Human factor or rule-specific errors
Since taking actions in a rule mode requires interpretation using the “if - then” formula, a common mistake is a misinterpretation. A person may not fully understand or incorrectly determine the condition of equipment or an object that requires a certain response.
The human factor or errors characteristic of working in knowledge mode
Activities carried out in knowledge mode require the use of diagnostics and problem solving. A person needs significant efforts to process information when it is necessary to assess the situation, starting with the root causes. It is not surprising that a person cannot work well under 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.
The human factor, classification of the causes of personnel errors
Errors (errors) in planning
Mistakes can be made at the planning stage or during the implementation of this plan. Errors in planning lead to errors: a person either follows an inappropriate procedure to solve a standard problem, or plans an inappropriate procedure to resolve a new situation.
Mistakes can be made in two ways, namely: through the application of a rule that is inconsistent with this situation, and due to the correct application of a rule that has flaws.
Incorrect application of the correct rules
Such a case usually occurs if the operator is faced with 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, he may apply an inappropriate rule.
Imperfect Rules
This occurs when using a procedure that in the past yielded positive results, but contains unrecognized flaws. If such a solution is applied in the circumstances in which it was first tested, then it can become part of the standard approach of this individual to solve this type of problem.
Mistakes of execution (misses and omissions)
As a rule, the actions of experienced and qualified personnel are well-established and skillful. The work is carried out mainly in an automatic manner, with the exception of periodic checks of the process. But, unfortunately, there are mistakes and omissions due to the fault of the staff. A miss is an action that is not performed as planned, and therefore the miss will always be visible. The omission is a memory failure, and it will not necessarily be apparent to everyone else except the person who has it.
Errors and Violations
Errors are considered common in staff activities and are radically different from violations. Both of these factors can lead to the failure of the whole system or create a dangerous environment. The difference between them is only intent. Violations are deliberate acts, and errors are made unintentionally.
The human factor and corrective measures
Unintentional errors : This type of error can be prevented by improving training, procedures, or management intervention (e.g., tightening control, parsing tasks, clarifying misunderstandings, revising obscure sections in procedures, and encouraging employees to care about tasks).
Intentional violations : this type of error can be prevented by developing the desired behavior and introducing a high safety culture.
Knowledge-based mistakes: these types of mistakes can be prevented by developing an understanding of the need to stop work, involve other people, and ask for help / advice if the employee does not know how to act in an unfamiliar environment.
The development of staff knowledge is an additional factor affecting the quality and effectiveness of management.