서비스 분야에서 인간공학과 인적오류 연구

홍승권(Seung Kweon Hong) 대한인간공학회 2011 大韓人間工學會誌 Vol.30 No.1

The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

고속도로 건설현장의 인적오류 예방을 위한 실무자용 도구 개발

김정룡(Jung Yong Kim),윤상영(Sang Young Yoon),조영진(Young Jin Cho) 대한인간공학회 2011 大韓人間工學會誌 Vol.30 No.1

Objective: The aim of this study is to reclassify human errors and to develop hands-on tools to apply the new classification for preventing human error accidents in highway construction site. Background: The main cause of accidents in highway construction was reported as the carelessness of workers. However, such diagnosis could not help us operationally prevent accidents in real workplace. Method: The accidents in highway construction were reanalyzed and the causes of human error were reclassified in order to educate and improve the awareness of human error in highway construction. Field survey and interview with safety managers and workers were conducted to find the causal relationship between the actual accidents and the human errors. Results: The most frequently observed human errors in highway construction were classified into six categories such as mis-perception, distraction, memory fail, slip, cognition error and mis-judgment. In order to provide hands-on tools to increase the awareness of human error in construction field, the human error checklist and card sorting diary were developed. Especially, the card sorting diary was designed to increase the ability in human error inspection of safety manager at construction site. Moreover, posters were developed based on actual accident cases. Conclusion: We suggested that the improved awareness and analytical report on checklist, card sorting diary and posters for construction field could collectively prevent the accident. Application: The classification of human error, hands-on tools and posters can be directly applicable on highway construction site. This analytical and collective approach preventing human error-related accident could be extended to other construction workplaces.

인적 오류 연구의 동향과 과제 : 어떻게 하고 있으며, 무엇이 필요한가?

이용희(Yong Hee Lee) 대한인간공학회 2011 大韓人間工學會誌 Vol.30 No.1

While human error has been one of the main technical issues from the early era of human factors engineering, it still remains hot and somewhat vague due to the various types of the concepts and words on human errors in practice. There may be some technical limitations hindering human error prevention activities. This paper introduces the human error activities described in the papers if this issue of ESK Journal according to a few criteria proposed for more effective technical review. And two basic technical issues are discussed on the concepts, perspectives, and classifications about human errors. Each activity shows its own artifacts associated with the safety purpose and the nature of the industry. This paper also provides a set of new technical bases proposed for a more effective management of human errors by considering the dependability, representativeness, and structuredness of human errors. Additionally, this paper includes some new challenges over the current prevention-oriented activities; positive utilizations of human errors to training/education, advertisements, fun and entertainments, and nudges.

A Classification of Electrical Component Failures and Their Human Error Types in South Korean NPPs during Last 10 Years

조원철,안태호 한국원자력학회 2019 Nuclear Engineering and Technology Vol.51 No.3

The international nuclear industry has undergone a lot of changes since the Fukushima, Chernobyl andTMI nuclear power plant accidents. However, there are still large and small component deficiencies atnuclear power plants in the world. There are many causes of electrical equipment defects. There are alsofactors that cause component failures due to human errors. This paper analyzed the root causes of failureand types of human error in 300 cases of electrical component failures. We analyzed the operatingexperience of electrical components by methods of root causes in K-HPES (Korean-version of HumanPerformance Enhancement System) and by methods of human error types in HuRAMþ (Human error-Related event root cause Analysis Method Plus). As a result of analysis, the most electrical componentfailures appeared as circuit breakers and emergency generators. The major causes of failure showeddeterioration and contact failure of electrical components by human error of operations management. The causes of direct failure were due to aged components. Types of human error affecting the causes ofelectrical equipment failure are as follows. The human error type group Ⅰ showed that errors of commission(EOC) were 97%, the human error type group Ⅱ showed that slip/lapse errors were 74%, and thehuman error type group Ⅲ showed that latent errors were 95%. This paper is meaningful in that we haveapproached the causes of electrical equipment failures from a comprehensive human error perspectiveand found a countermeasure against the root cause. This study will help human performanceenhancement in nuclear power plants. However, this paper has done a lot of research on improvinghuman performance in the maintenance field rather than in the design and construction stages. In thefuture, continuous research on types of human error and prevention measures in the design and constructionsector will be required.

리더-구성원 교환관계(LMX)로 본 인적오류의 직무스트레스에 대한 영향: 국방부 항공정비사 사례

엄태진,한유성 강원대학교 사회과학연구원 2023 사회과학연구 Vol.62 No.2

In the public domain, the professionalism of public officials is emphasized and discretionary actions are required for work and decision-making. Human errors, including negligence of public officials, which can be caused by this, are receiving increasing attention in academia and practice. However, there are insufficient empirical studies on human errors in the public domain, and particularly regarding the effects of human errors in public officials on job stress. This study examines how the human errors of other members as well as the individual's human errors occurring in the work of teams and departments of public organizations affect job stress, and in particular, the human errors of the individual and members affect the leader-member exchange relationship. We examined the mediating effect of LMX that can exacerbate job stress. For this analysis, a survey was conducted on aviation mechanics of the national defense organization, which is one of the public organizations where under the influence of a leader, team-level work occurs routinely, and human errors by public officials can greatly damage the public interest, so stress management is emphasized. As a result of the analysis, it was confirmed that the human error of the person and members can induce job stress through LMX. In particular, it was found that the human error of team members had a greater effect on job stress than the individual, and both the individual's and members' human errors had a greater impact on work-related stress than non-work stress. These empirical results develop a theory on human errors and job stress in the public domain, and it suggests that LMX management is important in order to prevent public accidents caused by job stress of public officials who have experienced human errors.

21세기를 위한 인적 오류 사후 활동 논의 - 위반의 효과적 대처를 중심으로

이용희(Lee Yong Hee) 대한인간공학회 2021 대한인간공학회 학술대회논문집 Vol.2021 No.6

Objective: The aim of this study is to discuss the various activities required and recommended after a human error event. It is focused to the violations and their coping strategy during human error investigations for more effective countermeasures. Background: Concerns on human errors are raised again over the new and emerging technologies such as AI and big-data. It is demanding to discuss new paradigms, concepts and methods on human errors and their following activities including investigations. Violations and blaming on their responsibility may be one of demanding issues to cope with traditional concerns on human errors. Method: A brief review on human errors and their studies is summarized into a notion of Human Error 3.0, and the basic characteristics experienced in practice are discussed by the notions. Results: A new approach for a more effective post-analysis is suggested to scrutinize the human errors by testing the culpability of violations. A set of test criteria and logic are suggested. Conclusion: The additive considerations to post event activities including human errors event investigations and a new approach will be beneficial to cope with revisit issue of human errors including violations, and especially to figure out more effectively counter-measures. Application: The additive considerations and a new investigation approach on human errors including violations will be suggested to incorporated into the enhanced post activities effectively counter-measures.

Analysis of Major Industrial Accidents in Chemical Facilities Based on Human Error Classification Framework

Jungchul Park,Seung-Kwon Hong,Jongbae Baek,Ingie Hong,Keun Won Lee,Woosub Han 대한인간공학회 2013 대한인간공학회 학술대회논문집 Vol.2013 No.10

Objective: The aim of this study is to develop a human error classification framework for chemical facilities and to apply it to major industrial accidents in chemical facilities in Korea. Background: Human errors can be classified with various criteria such as human information processing procedure by which the error was caused, explicit form of the error behaviour, and the consequence of the error. Method: Three human error classification criteria was chosen to classify human errors in major industrial accidents in chemical facilities: active vs. latent errors, external (behavior-based) classification, and internal (information processing-based) classification. Major industrial accidents which occurred in chemical facilities in Korea from 1997 to 2011 were analysed. Results: A total of 177 human errors were identified from 85 accident cases, and classified using the three criteria. Conclusion: Change in the number of human errors and frequencies of related facilities and industries were analysed. Application: The results provide insight on the pattern of human errors related to major industrial accidents in chemical facilities. In addition, they suggest that the accident investigation protocol is need to be improved.

인적오류 저감을 위한 인간 신뢰도분석 방법에 관한 연구

허은미(Eun Mee Heo),변승남(Seung Nam Byun) 대한인간공학회 2010 대한인간공학회 학술대회논문집 Vol.2010 No.10

Human Reliability Analysis (HRA) is the main process to make preparation for possibility of human error in designing of the NPP. But those techniques have some problems and limitation as follows; the evaluation sensitivity of those techniques are out of date. And the evaluation of human error is not coupled with the design process. Additionally, the scope of the human error which has to be included in reliability assessment should be expanded. Thus, it is necessary to develop a new method for human error analysis, which can be practically applicable to the change of MCR (Main Control Room) interface design in NPP and which can supplement the conventional technique. In this thesis, a detailed human error classification scheme focused on the analysis of error possibility caused by equipment's features and its propagation and the practical process to use it were proposed. The appearance of advanced man-machine interface system (MMIS) based on the modern computer technology is recently general trend in the area of process control system design. In the nuclear power plant industry, as a representative example, the pre dominant means for providing operation in conventional main control rooms (MCRs) is via hard-wired, specially dedicated devices that exhibit a single function-single control philosophy. While the advanced MMIS is broadly considered to enhance system and human performance, there is also the potential to negatively impact human performance and spawn new types of human errors. This is a state of the research on the human reliability analysis methods that are potentially available for the application to the ARP-1400 design. We surveyed every technical aspects of existing HRA methods, and compared them in order to obtain the requirements for the assessment of human error potentials within ARP-1400 design.

A Sampling Inspection Plan with Human Error

Yong-Hwa Lee,Seung-Kweon Hong 대한인간공학회 2011 大韓人間工學會誌 Vol.30 No.5

Objective: The aim of this study is to design a sampling inspection plan with human error which is changing according to inspection time. Background: Typical sampling inspection plans have been established typically based on an assumption of the perfect inspection without human error. However, most of all inspection tasks include human errors in the process of inspection. Therefore, a sampling inspection plan should be designed with consideration of imperfect inspection. Method: A model for single sampling inspection plans were proposed for the cases that visual inspection error rate is changing according to inspection time. Additionally, a sampling inspection plan for an optimal inspection time was proposed. In order to show an applied example of the proposed model, an experiment for visual inspection task was performed and the inspection error rates were measured according to the inspection time. Results: Inspection error rates changed according to inspection time. The inspection error rate could be reflected on the single sampling inspection plans for attribute. In particular, inspection error rate in an optimal inspection time may be used for a reasonable single sampling plan in a practical view. Conclusion: Human error rate in inspection tasks should be reflected on typical single sampling inspection plans. A sampling inspection plan with consideration of human error requires more sampling number than a typical sampling plan with perfect inspection. Application: The result of this research may help to determine more practical sampling inspection plan rather than typical one.

The Effect of Personality Type on Human Performance Tool Compliance and General Recommendations for Enhancement of the its Practical Utilization

Kyung-Sun Lee,Jong-Hyun Lee,Yong-Hee Lee 대한인간공학회 2015 大韓人間工學會誌 Vol.34 No.1

Objective: The purpose of this study is to investigate the effect of personality type on human performance tool compliance in nuclear power plants (NPPs) and to propose general recommendations for an enhancement of its practical utilization. Background: Various guidelines, regulating criteria, and recommendations have been developed to prevent human errors in NPPs. Despite these efforts, the accidents sometimes caused by human errors have steadily occurred, and therefore, various human performance tools have been adopted as countermeasures against human errors. The major and inevitable contributing factors among the many hazards to human errors might be the trait and personality, which are considered to be the inner world of humans. Thus, we try to investigate the utilization of human performance tools by considering the different types of operating crew personalities, and we suggested more practical recommendations to prevent human errors according to the personality. Method: We developed the Questionnaire using the Big 6 (HEXACO) models, which are human performance tools for workers in NPPs, and individual (condition) variables to investigate the effect of personality types on human performance tools. We slightly modified them to help the survey respondents understand them better. A survey was conducted for ordinary people over the age of 20. SPSS 22.0 was used to perform a correlation analysis and a hierarchical regression analysis to find the relationship between personality types and human performance tools. Results: The utilization of human performance tools shows significant differences statistically by personality. The correlation result reveals that the types of Honesty (H), Extraversion (X), Conscientiousness (C), and Openness to experience (O) show a higher utilization of human performance tools. In hierarchical regression results, human performance tools of task preview, questioning attitude, stopping when unsure, self-checking, effective communication, and place-keeping show a higher utilization with personality types. However, the Agreeableness (A) type did not show significant differences statistically with human performance tools. Conclusion: We tried to investigate the utilization of human performance tools by considering the different types of human personality and provide more practical recommendations to prevent human errors according to the personality. These results will be able to prevent human errors owing to the characteristics (advantages and disadvantages) of personality types. Application: This information can be utilized as guidelines for proactive recommendations according to the workers" personalities for more practical human performance tools to prevent human errors in an NPP.