If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary manufacturing systems. Topics include: Adoption of health information technology (HIT) Aging society: the impact of age on traditional service system constructs Anthropology in service science Applying service design techniques to healthcare Co-creating value Cognitive systems modeling of service systems Context-related service: the human aspect of service systems Designing services for underserved populations Ethics dividend in services: how it may be cultivated, grown, and measured Governance of service systems Human aspects of change when applying Lean Six Sigma methods and tools Human side of service dominant logic in B2B settings Human-computer interaction and HF in software technologies Service network configuration impacts on customer experience Simulating employees and customers in service systems Systems design and the customer experience Usability and human side of electronic financial services The book also discusses issues that arise in shop floor and office environments in the quest for manufacturing agility, i.e. enhancement and integration of human skills with hardware performance for improved market competitiveness, management of change, product and process quality, and human-system reliability. It provides a foundation upon which researchers and practitioners can contri

First published two decades ago, the first edition of Handbook of Control Room Design and Ergonomics: A Perspective for the Future became a benchmark for the field. Current-day process control encompasses a new generation of computer systems with enormous capabilities, including new display technologies. These new and emerging technologies integrated with human factors create an interconnectivity that enhances organizational development. This new edition of the handbook addresses developments in the concept of "Control Rooms". It includes modern approaches that emphasize the role of people in learning for self-development and in shaping their work environments. New in the Second Edition: Extensive coverage of the use of the control room and its related computer system outside the work of monitoring and supervising the processes Discussion and explanation of how the control room can also be used for the purposes of education and simulation training Discussion of the use of the control system for optimizing and developing the existing systems and processes A section on new ideas and philosophies about organizational design and job design as these are applied to control room related work Proposed organizational designs of the future Theoretical background about learning, learning in the workplace, and lifelong learning Creativity and learning are rapidly becoming integral parts of the design of work environments and work processes and utilize the ICT potential of modern control systems. Using original case studies, the authors describe and illustrate some creative and exciting organizational designs of the future, including new perspectives learning, learning in the workplace, and lifelong learning. Taking a holistic view, they make a strong argument for integrating in the workplace of the new control cent

Theory for Education provides a concise and clear introduction to key contemporary theorists, including their lives, major works and ideas. Written for the student in need of a quick introduction or for the scholar brushing up on details, this new volume in the theory4 series presents major thinkers whose work and ideas have shaped critical thinking in our time. Greg Dimitriadis and George Kamberelis underscore the particular relevance of these thinkers for the field of education - their work on education, how others in education have used them and possible future directions for teachers and researchers.

Theory for Education's ease of use, clarity and comprehensive scope will be invaluable for those entering the field.

Adapted from Theory for Religious Studies, by William E. Deal and Timothy K. Beal.

The last five years have seen a major paradigm shift in the role of Human Factors in product design. Previously this was seen as pertaining almost exclusively to product usability, but new recognition is being given to "pleasure-based" human factors. This emphasises the holistic nature of the experience of person-product interaction. Whilst traditional human factors approaches tended to characterise the user in terms of his or her physical or cognitive processing capabilities, new human factors approaches are concerned with wider lifestyle issues. The quality of a design is judged not only on it's fit with a persons cognitive and physical abilities but also depends on how it fits the person's lifestyle and self image - their hopes, dreams, values and aspirations. Under the new paradigm, human factors specialists are concerned not only with the interaction design of products, but also with the products sensorial and aesthetic qualities.
Usability may once have been a seen as an added bonus, but consumers now tend to expect a product to be usable and are disappointed if they have difficulties in use. If human factors specialists are to continue to add value to a product, then their contribution must extend beyond traditional usability issues to capture the essence of what makes a product a real joy to use.

eBook available with sample pages: 0203302273

Despite diagnosis being the key feature of a physician's clinical performance, this is the first book that deals specifically with the topic. In recent years, however, considerable interest has been shown in this area and significant developments have occurred in two main areas: a) an awareness and increasing understanding of the critical role of clinical decision making in the process of diagnosis, and of the multiple factors that impact it, and b) a similar appreciation of the role of the healthcare system in supporting clinicians in their efforts to make accurate diagnoses. Although medicine has seen major gains in knowledge and technology over the last few decades, there is a consensus that the diagnostic failure rate remains in the order of 10-15%. This book provides an overview of the major issues in this area, in particular focusing on where the diagnostic process fails, and where improvements might be made.

This volume is concerned with the human factors, ergonomics, and safety issues related to the design of products, processes, and systems, as well as operation and management of business enterprises in both manufacturing and service sectors of contemporary industry. The book is organized into ten sections that focus on the following subject matters: I: Enterprise Management II: Human Factors in Manufacturing III: Processes and Services IV: Design of Work Systems V. Working Environment VI. Product and System Safety VII. Safety Design Issues VIII. Safety Management IX. Hazard Communication X. Occupational Risk Prevention This book will be of special value to researchers and practitioners involved in the design of products, processes, systems, and services, which are marketed and utilized by a variety of organizations around the world. Seven other titles in the Advances in Human Factors and Ergonomics Series are: Advances in Human Factors and Ergonomics in Healthcare Advances in Applied Digital Human Modeling Advances in Cross-Cultural Decision Making Advances in Cognitive Ergonomics Advances in Occupational, Social and Organizational Ergonomics Advances in Ergonomics Modeling & Usability Evaluation Advances in Neuroergonomics and Human Factors of Special Populations

Human Factors Methods for Design is a comprehensive tool to ensure that research and development is human-centred.
Human-centred design requires good research into human factors: what people can and cannot do, will and will not do. This text is an easy-to-use, in-depth guide for both professionals and students that describes the nature, procedures and methods of human factors research in the development process. It gives an overview of human behaviour and physiology. It describes roles of human factors and design in the development process including influences that the researcher encounters. It offers guidance on research methods, how to choose them and how to perform them. It also examines the practical implications of cost-effectiveness and how to communicate with others about human factors issues and research. Fifteen examples show how to apply the book's approach to software and product development.
Human Factors Methods for Design is a valuable introduction for students, an ongoing reference for practising professionals, and a stimulating primer for readers who are interested in the use of technology to serve human needs.

This book looks at how the physical environment of work shapes organizational behaviour, demonstrating that our physical surroundings at work can have a big influence on employee productivity, performance and wellbeing. Drawing upon the latest research, Organizational Behaviour and the Physical Environment provides comprehensive coverage of the different aspects of the physical environment at work - the buildings, furnishings, equipment, lighting, air quality and their configurations. From theories of psychological ownership and work design, to cultural issues and technology in the workplace, its international range of contributors provide voices from Australasia, North America, Europe and the Middle East. This book will be invaluable supplementary reading for advanced students, researchers and practitioners across the fields of organizational behaviour, HRM, organizational and environmental psychology, and workspace design.

Indoor climate is determined by rational lighting, heating, cooling and ventilating systems. For occupants' well-being it should be consistent with how regional outdoor climate works in the flow of radiation via four paths of heat transfer: radiation; convection; conduction; and evaporation. This book starts with the relationship between the human body and its immediate environmental space followed by a brief introduction of passive and active systems for indoor climate conditioning. The nature of light and heat is discussed with a focus on building envelope systems such as walls and windows, and then examined from the viewpoint of thermodynamics and human-biology. Some examples are given to enable a better understanding of luminous and thermal characteristics of our most immediate environment particularly for those professionally involved in environmental planning, designing, and engineering to know about bio-climatic design principle.

Human factors considerations are increasingly being incorporated into the product design process. Users are seen more as being important factors in the overall look and usability of products than just as passive users. We are now treated as cognitive and physical components of the person/product system. The author, who is one of the leading lights in the field of cognitive ergonomics, looks at approaches that assume that if a task can be accomplished with a reasonable degree of efficiency and within acceptable levels of comfort, then the product can be seen as fitting to the user. In this book it is argued that in practice these approaches can be dehumanising. People are more than merely physical and cognitive processors. They have hopes, fears, dreams, values and aspirations, indeed these are the very things that make us human.
Designing Pleasurable Products looks both at and beyond usability, considering how products can appeal to use holistically, leading to products that are a joy to own.

Praise for the first edition:

Gold Medal Winner for Design Explorations
–Business Week’s Annual Design Awards

"The Measure of Man and Woman is a critical reference that is a must for every design school and office. It is elegant in its simplicity and usability. Once again, the Henry Dreyfuss team makes a major contribution to the profession!"
–Herb Tyrnauer, FIDSA

"The Measure of Man and Woman is a major contribution to the understanding of anthropometric and ergonomic realities that influence the design process. It is a vital reference document that not only informs, but provokes an awareness of and a sensitivity to complex and composite issues. Not since Le Corbusier’s more subjective and interpretive Le Modulor has there been a comprehensive reevaluation of man and woman’s occupation of space and the subsequent implications, responsibilities, and possibilities."
–Charles Gwathmey, FAIA, architect

The Measure of Man and Woman provides a comprehensive resource of critical information for creating products and environments that will suit the physical dimensions of people across the globe and with varying abilities. The revised edition of this classic volume includes more than 200 color drawings, up-to-date information on designing for the digital workplace, measurements for ADA compliance, a demo disk for ErgoForms–an ergonomic CAD program on CD-ROM–and much more.

Presents an understanding of Human Factors issues associated with Intelligent Infrastructure in complex control settings Provides an introduction and description of various intelligent infrastructure systems within safety critical domains Identifies and reviews relevant standards and regulations Explores System Engineering, as well as Cognitive System Engineering approaches Discusses developing a Human Factors Engineering Program Plan

Human-Systems Integration: From Virtual to Tangible Subject Guide: Ergonomics and Human Factors This book is an attempt to better formalize a systemic approach to human-systems integration (HSI). Good HSI is a matter of maturity... it takes time to mature. It takes time for a human being to become autonomous, and then mature! HSI is a matter of human-machine teaming, where human-machine cooperation and coordination are crucial. We cannot think engineering design without considering people and organizations that go with it. We also cannot think new technology, new organizations, and new jobs without considering change management. More specifically, this book is a follow-up of previous contributions in human-centered design and practice in the development of virtual prototypes that requires progressive operational tangibility toward HSI. The book discusses flexibility in design and operations, tangibility of software-intensive systems, virtual human-centered design, increasingly autonomous complex systems, human factors and ergonomics of sociotechnical systems, systems integration, and changed management in digital organizations. The book will be of interest to industry, academia, those involved with systems engineering, human factors, and the broader public.

This book provides an introduction to the field of human factors for individuals who are involved in the delivery and/or improvement of prehospital emergency care and describes opportunities to advance the practical application of human factors research in this critical domain. Relevant theories of human performance, including systems engineering principles, teamwork, training, and decision making are reviewed in light of the needs of current day prehospital emergency care. The primary focus is to expand awareness human factors and outlay the potential for novel and more effective solutions to the issues facing prehospital care and its practitioners.

This volume provides an exceptional perspective on the nature, evolution, contributions and future of the field of Cognitive Systems Engineering (CSE). It is a resource to support both the teaching and practice of CSE. It accomplishes this through its organization into two complementary approaches to the topic. The first is an historical perspective: In the retrospections of leaders of the field, what have been the seminal achievements of cognitive human factors? What are the "lessons learned" that became foundational to CSE, and how did that foundation evolve into a broader systems view of cognitive work? The second perspective is both pedagogical and future-looking: What are the major conceptual issues that have to be addressed by CSE and how can a new generation of researchers be prepared to further advance CSE? Topics include studies of expertise, cognitive work analysis, cognitive task analysis, human performance, system design, cognitive modeling, decision making, human-computer interaction, trust in automation, teamwork and ecological interface design. A thematic focus will be on systems-level analysis, and such notions as resilience engineering and systems-level measurement. The book features broad coverage of many of the domains to which CSE is being applied, among them industrial process control, health care, decision aiding and aviation human factors. The book's contributions are provided by an extraordinary group of leaders and pathfinders in applied psychology, cognitive science, systems analysis and system design. In combination these chapters present invaluable insights, experiences and continuing uncertainties on the subject of the field of CSE, and in doing so honor the career and achievements of Professor David D. Woods of Ohio State University.

Distributed Cognition and Reality puts theory into practice, as the first book to show how to apply the Perceptual Cycle Model in aviation decision making. Based on case studies, critical incident interviews and live observations in cockpits, the authors develop a new way to understand how pilots and crews make decisions. This book will be useful for practitioners involved in accident and incident investigations and decision-making training, researchers and students within the disciplines of Aviation, Human Factors, Ergonomics, Engineering, Computer Science, and Psychology. Dr Katherine L Plant is a New Frontiers Fellow in Human Factors Engineering at the University of Southampton in the UK. In 2014 she was awarded the Honourable Company of Air Pilots Prize for Aviation Safety Research. Professor Neville A Stanton holds the Chair in Human Factors Engineering at the University of Southampton in the UK. In 2007 The Royal Aeronautical Society awarded him the Hodgson Medal for his work on flight-deck safety.

Technology is changing the way we do business, the way we communicate with each other, and the way we learn. This new edition is intended to help technical writers, graphic artists, engineers, and others who are charged with producing product documentation in the rapidly changing technological world. While preserving the basic guidelines for developing manuals and warnings presented in the previous edition, this new edition offers new material as well, including a much-expanded section on hazard analysis. Features Provides more explicit guidance on conducting a hazard analysis, including methods and documentation Offers in-depth discussion of digital platforms, including video, animations, and even virtual reality, to provide users with operating instructions and safety information Incorporates current research into effective cross-cultural communication-essential in today's global economy Explains new US and international standards for warning labels and product instructions Presents expanded material on user analysis, including addressing generational differences in experience and preferred learning styles Writing and Designing Manuals and Warnings, Fifth Edition explores how emerging technologies are changing the world of product documentation from videos to virtual reality and all points in between.

There is now a serious discussion taking place about the moment at which human beings will be surpassed and replaced by the machine. On the one hand we are designing machines which embed more and more human intelligence, but at the same time we are in danger of becoming more and more like machines. In these circumstances, we all need to consider: * What can we do? * What should we do? * What are the alternatives of doing it? This book is about the human-centred alternative of designing systems and technologies. This alternative is rooted in the European tradition of human-centredness which emphasises the symbiosis of human capabilities and machine capacity. The human-centred tra dition celebrates the diversity of human skill and ingenuity and provides an alternative to the 'mechanistic' paradigm of 'one best way', the 'sameness of science' and the 'dream of the exact language'. This alternative vision has its origin in the founding European human-centred movements of the 1970s. These include the British movement of Socially Useful Technology, the Scandinavian move ment of Democratic Participation, and the German movement of Humanisation of Work and Technology. The present volume brings together various strands of human-centred systems philosophy which span the conceptual richness and cultural diversity of the human-centred movements. The core ideas of human-centredness include human-machine symbiosis, the tacit dimension of knowl edge, the system as a tool rather than a machine, dialogue, partici pation, social shaping and usability.

This book contains a selection of articles on the subject of 'Culture and Production'. They are results of international conferences held in Tokyo, Washington and Bremen between 1991 and 1994. The International Research Network on Culture and Production (CAPIRN) carried out a 5-year joint research project examining the impact of different industrial cultures on the development and implementation, and above all on the international transfer of technology. The machine tools sector was selected for this international comparative study, because over the last 15 years this global market has undergone dramatic changes that cannot be adequately explained by traditional economic theories of international competition. The 'industrial culture' research concept permits an analysis and understanding of hitherto unrecognised interrelationships between the dimensions of different industrial cultures and the process of technological innovation in international competition. The special challenge faced by CAPIRN was to develop the theoretical concept of industrial culture further and to apply it within a large-scale international study. A considerable amount of work in this field has been published by CAPIRN members since 1990. This book is the first compilation of research findings in the field of industrial culture. We wish to express our thanks to the national research councils in the participant countries, the FORCE and FAST programmes of the European Union, the Japanese Ministry for Industry, MITI, and the Hans Bockler Foundation, to mention only some of the many bodies that have provided support.

Developing the interface between humans and technology involves the strategic question of how to connect innovation in teaching with the creation of value. Originating from an international conference on technology education, innovation and management, this book provides a focused overview of theoretical findings on this topic as well as starting points for practical work. It not only displays the existing level of international agreement, but also demonstrates a commitment to further development of technology education. For example, parallels between teaching innovation and the work situation in smaller firms point to a general trend toward linking value creation and education. The book presents theory and practice clearly arranged with diagrams, figures and tables.

Written by leaders in their respective fields, Ergonomics and Psychology discusses recent advancements in psychology and addresses their applications in practice through ergonomics. The book describes the basic ideas that underpin the most successfully applied approaches in ergonomics, psychology, training, education, and more. It explores the mutual influences of cognitive, ecological, and activity theory approaches and demonstrates the effectiveness of these approaches in ergonomics and industrial/organizational psychology.

Embodied conversational agents (ECA) and speech-based human-machine interfaces can together represent more advanced and more natural human-machine interaction. Fusion of both topics is a challenging agenda in research and production spheres. The important goal of human-machine interfaces is to provide content or functionality in the form of a dialog resembling face-to-face conversations. All natural interfaces strive to exploit and use different communication strategies that provide additional meaning to the content, whether they are human-machine interfaces for controlling an application or different ECA-based human-machine interfaces directly simulating face-to-face conversation. Coverbal Synchrony in Human-Machine Interaction presents state-of-the-art concepts of advanced environment-independent multimodal human-machine interfaces that can be used in different contexts, ranging from simple multimodal web-browsers (for example, multimodal content reader) to more complex multimodal human-machine interfaces for ambient intelligent environments (such as supportive environments for elderly and agent-guided household environments). They can also be used in different computing environments-from pervasive computing to desktop environments. Within these concepts, the contributors discuss several communication strategies, used to provide different aspects of human-machine interaction.

Occupational Ergonomics: Principles of Work Design focuses on the fundamentals in ergonomics design and evaluation. Divided into two parts, Part I covers the background for the discipline and profession of ergonomics and offers an international perspective on ergonomics. Part II describes the foundations of ergonomics knowledge, including fundamentals of ergonomics, fundamentals of work analysis, and cognitive issues. The authors discuss ergonomics of system design and outline the principles of certification in professional ergonomics. Methods for evaluation of physical workload due to posture (RULA and OWAS), as well as computer-aided human models and other software-based tools for ergonomic analysis and design are reviewed.

We all know that safety should be an integral part of the systems that we build and operate. The public demands that they are protected from accidents, yet industry and government do not always know how to reach this common goal. This book gives engineers and managers working in companies and governments around the world a pragmatic and reasonable approach to system safety and risk assessment techniques. It explains in easy-to-understand language how to design workable safety management systems and implement tested solutions immediately. The book is intended for working engineers who know that they need to build safe systems, but aren't sure where to start. To make it easy to get started quickly, it includes numerous real-life engineering examples. The book's many practical tips and best practices explain not only how to prevent accidents, but also how to build safety into systems at a sensible price. The book also includes numerous case studies from real disasters that describe what went wrong and the lessons learned. See What's New in the Second Edition: New chapter on developing government safety oversight programs and regulations, including designing and setting up a new safety regulatory body, developing safety regulatory oversight functions and governance, developing safety regulations, and how to avoid common mistakes in government oversight Significantly expanded chapter on safety management systems, with many practical applications from around the world and information about designing and building robust safety management systems, auditing them, gaining internal support, and creating a safety culture New and expanded case studies and "Notes from Nick's Files" (examples of practical applications from the author's extensive experience) Increased international focus on world-leading practices from multiple industries with practical examples, common mistakes to avoid, and new thinking about how to build sustainable safety management systems New material on safety culture, developing leading safety performance indicators, safety maturity model, auditing safety management systems, and setting up a safety knowledge management system

Safety Science Research: Evolution, Challenges and New Directions provides a unique perspective into the latest developments of safety science by putting together, for the first time, a new generation of authors with some of the pioneers of the field. Forty years ago, research traditions were developed, including, among others, high-reliability organisations, cognitive system engineering or safety regulations. In a fast-changing world, the new generation introduces, in this book, new disciplinary insights, addresses contemporary empirical issues, develops new concepts and models while remaining critical of safety research practical ambitions. Their ideas are then reflected and discussed by some of the pioneers of safety science. Features Allows the reader to discover how contemporary safety issues are currently framed by a new generation of researchers, brought together for the first time Includes an introduction and guide to the development of safety science over the last four decades Features an extraordinary collection of expert contributors, including pioneers of safety research, reflecting the evolution of the discipline and offering insightful commentary on the current and future state of the field Serves as an invaluable reference and guide for safety professionals and students from any established disciplines such as sociology, engineering, psychology, political science or management as well as dedicated safety programmes Some figures in the eBook are in colour