Multiple system interfaces and task-based conflict: Technological and human factors in control crew performance

Abstract

Control crews in high reliability organizations must react quickly to identify and resolve potentially disastrous nonroutine events. However, much of the previous work concerning control crew performance has focused either on the impact of automated systems on crews' nonroutine event management or on case study accounts concerning the social systems of crews during these abnormal events. This paper suggests that by focusing on elements of both systems—automated and social—a general model of control crew performance can be developed. The model presented here suggests that system interface characteristics affect the speed with which crews identify nonroutine events, and that task-based conflict affects the speed with which crews resolve nonroutine events. Testable propositions are derived from the model, and implications for both future research and practice are discussed.

Citation

Waller, M.J. and Jehn, K.A. (2000), "Multiple system interfaces and task-based conflict: Technological and human factors in control crew performance", Neale, M.A. and Mannix, E.A. (Ed.) Research on Managing Groups and Teams (Research on Managing Groups and Teams, Vol. 3), Emerald Group Publishing Limited, Leeds, pp. 115-131. https://doi.org/10.1016/S1534-0856(00)03007-3