Human error in sozio-technical systems. A research about the influence and causality of human factors on dynamic decision making

Table of Contents

1 Introduction

1.1 Company-specific problem description

1.2 Framework and content design of this work

2 Theoretical framework

2.1 SHEL-Model

2.1.1 Related concepts and studies

2.1.2 Evaluation

2.2 Model of SA in dynamic decision making

2.2.1 Measurement of SA

2.2.2 Related concepts and studies

2.2.3 Implications for system design

2.2.4 Evaluation

2.3 Interfaces between the SHEL-Model and the Model of SA

3 Method

3.1 Sample

3.2 Design and Procedure

3.2.1 Diagnosis

3.2.2 Scheduling

3.2.3 Data collection

4 Results

4.1 Data editing/ preparation

4.1.1 Transcription

4.1.2 Data analysis

4.2 Presentation of results

4.2.1 Quantitative results

4.2.2 Qualitative results

4.3 Answering the research questions

4.4 Derived actions

5 Discussion

5.1 Interpretation of results

5.2 Methodical aspects

5.2.1 Sample

5.2.2 Design and procedure

5.2.3 Data editing/ preparation

5.3 Recommendations

6 Conclusion

Research Objectives and Topics

The primary objective of this thesis is to identify human errors in socio-technical systems and to evaluate the influence and causality of human factors on dynamic decision-making processes. The research focuses on an industrial company to diagnose system failures related to configuration software and internal information flow, aiming to derive optimization strategies.

• Application of the SHEL-Model to identify and categorize human factors and system interfaces.
• Integration of Endsley’s model of Situation Awareness (SA) to analyze decision-making processes.
• Qualitative empirical analysis via expert and staff interviews to extract and classify critical incidents.
• Development of actionable recommendations to enhance software usability, team coordination, and system design.

Excerpt from the Book

Summary of Chapters

1 Introduction: Introduces the concept of socio-technical systems and sets the research scope on human factors, decision-making, and organizational performance within the specific company context.

2 Theoretical framework: Details the SHEL-Model and Endsley’s model of Situation Awareness as a combined theoretical foundation to analyze system interactions and decision-making errors.

3 Method: Describes the qualitative research approach, including participant sampling from sales and order processing departments and the procedure of diagnosing and collecting critical incident data.

4 Results: Presents the qualitative and quantitative analysis of identified critical incidents, categorized by SHEL components, and details the derivation of recommended system improvements.

5 Discussion: Critically evaluates the research results, discusses methodical strengths and weaknesses, and interprets findings regarding human factors and system interface design.

6 Conclusion: Summarizes the key theoretical and empirical findings, confirming that system-related improvements and interface optimizations significantly contribute to error reduction and enhanced organizational performance.

Keywords

Socio-technical systems (STS), SHEL-Model, Situation Awareness (SA), dynamic decision making, human error, system design, performance, automation, scope of action, out of the loop performance problem, usability, qualitative analysis, critical incidents, information flow, team coordination.

Frequently Asked Questions

What is the core focus of this research?

The research fundamentally addresses human error in socio-technical systems, specifically examining how human factors and system interfaces influence the accuracy and efficiency of dynamic decision-making processes within an industrial environment.

What are the primary thematic areas explored?

The work explores system ergonomics, software usability, team communication, and the interaction between individual cognitive performance and automated technical systems.

What is the main goal or research question?

The central goal is to determine which SHEL-categories or interfaces require improvement to reduce errors in configuration software and how insights from situation awareness models can be applied to optimize decision-making processes.

What scientific methodology does the thesis employ?

The study utilizes a qualitative methodology, conducting expert and staff interviews to identify critical incidents, which are then analyzed using the SHEL-Model framework and deductive/inductive coding techniques.

What topics are covered in the main body?

The main body integrates a theoretical review of the SHEL-Model and Situation Awareness, followed by empirical analysis that maps operational problems in configuration software and departmental information flow to specific system design and human factor deficiencies.

Which keywords characterize this thesis?

Key terms include socio-technical systems, SHEL-Model, Situation Awareness, dynamic decision-making, configuration software, and human error mitigation.

How does the "Liveware-Software" (LS) interface influence decision-making?

The research concludes that the LS-interface is critical; maladjustments here, such as lack of transparency and poor automation, lead to the "out of the loop" performance problem, directly hindering the operator's perception, comprehension, and projection of the situation.

What specific improvements does the author suggest for the configuration software?

The author recommends implementing "dynamic defaults," "dynamic checklists," intuitive user interface design, and integrated online help systems to increase system transparency and reduce the cognitive burden on operators.