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LIST OF CONTENTS
Error Handling- David-BERG - p 1
Individualism- Sibel SOZUER - p 9
Innovations- Deniz KAHRIMAN – p 16
Leadership- Faruk YURDUSERVER – p 25
Leadership-Groups- Bob van den BERGH – p 32
LeadingChange- Dolores JOVANOVIC – p 41
Meeting Management- Jenny ASK – p 54
Motivation- Julia VERTESY – p 63
Organisation, Technology- Nese KILIC – p 71
Project Management- Timon KABELAC – p 80
Religion- Koray KUVVET – p 90
Strategic Management- Nida BOZ – p 106
Supplier Dependence- Philip BENGTSSON – p 116
Teambuilding- leadership- Zsofia GAAL – p 121
Human-centred Error Handling
Page 1 of 8
Human-centred Error Handling
Humans as creative error handlers in automated systems
David Christian Berg, TU Clausthal, Germany, david.berg@estiem.org
Handed in at Summer Academy 2007, Hungary
European Students of Industrial Engineering and Management
www.estiem.org
Human-centred Error Handling
Page 2 of 8
Introduction
While at this Summer Academy many discussions were by far less challenging to follow and
to sum up, than I had expected, it helped me realise that by reading about human error on my
way coming to Hungary, I had just discovered one of the most problematic issues that will
shape our future decisions as managers and engineers. The articles I read concentrated on
handling mistakes in decisions making, the current news on security problems in nuclear
power plants in Germany, however, made it obvious that there are systems that just are not
allowed to fail, despite unforeseen technical problems and human inattentiveness. This paper
gives a short overview on the topic of humans as operators preventing catastrophes by finding
unexpected solutions to an unexpected problem.
Everybody first searches for a human mistake made somewhere in the process, whenever a
plane crashes, a train jumps off the tracks or a production line produces low quality. With the
evolution of technology the trust in automated systems has significantly increased, increased
to the point that at times it is considered infallible.
When after research on a plane crash it turns out that the pilot or the air traffic manager
actually did make a mistake the trust in automated systems changes to the request to replace
the humans with computers. While in many situations automated systems and algorithms can
help providing more security by decreasing the chance of failure, they are not and probably
never will be able to replace the human in the system. Humans make mistakes but they are of
extraordinary importance for error handling in automated systems.
The importance of Human Beings in Systems
Let us start by taking a look at a prominent example: In the end of the 1990ies an Airbus got
lifted by a gust on the left-hand side while trying to land at Warsaw airport. The board
computer decided that the pilot should not be allowed to switch the jets to backward for
breaking since after all it believed that the air-plane had not landed yet, because one wheel
was not touching the ground.
Human-centred Error Handling
Page 3 of 8
The plane therefore was running full-speed towards the end of the runway, where the plane
would eventually crash into an earthen dyke, likely killing most of the passengers.
Taking off with the airplane again was not an option because the remaining runway was too
short. It was a situation, the aircraft just had not been designed to handle. Nobody had ever
thought of it. It was only through the creative approach of one of the pilots to the problem that
a catastrophe could be prevented: By giving full blast to the right engine of the aircraft, it
would turn sideward and crash into the dyke with the wing first, leaving a big buffering zone
for stopping the plane. Only a very low number of persons were killed due to the involved
accelerations.
“Well,” technology-disciples will say “the system was designed stupidly. How could you
forget about this situation when designing it? It was human error in the design to start with.”
However, technology is always designed by human beings. Out of the wide range of possible
situations that may occur and create an error only a certain number can be anticipated. Those
situations that have not been anticipated cannot be handled by an automated system because
no error handling procedure has been defined. If a machine however cannot be taught to
handle unexpected situations, the only remaining option is to rely on the creativity and
experience of a human being.
Human-centred Error Handling
Page 4 of 8
The following graphic helps picturing the crucial difference between automated systems and
　
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