PurposeThis study aims to identify variability in aviation operators in order to gain greater understanding of the changes in aviation professional groups. Research has commonly addressed human factors and automation in broad categories according to a group’s function (e.g., pilots, air traffic controllers [ATCOs], engineers). Accordingly, pilots and Air Traffic Controls (ATCOs) have been treated as homogeneous groups with a set of characteristics. Currently, critical themes of human performance in light of systems’ developments place the emphasis on quality training for improved situational awareness (SA), decision-making and cognitive load.Design/methodology/approachAs key solutions centre on the increased understanding and preparedness of operators through quality training, the authors deploy an iterative mixed methodology to reveal generational changes of pilots and ATCOs. In total, 46 participants were included in the qualitative instrument and 70 in the quantitative one. Preceding their triangulation, the qualitative data were analysed using NVivo and the quantitative analysis was aided through descriptive statistics.FindingsThe results show that there is a generational gap between old and new generations of operators. Although positive views on advanced systems are being expressed, concerns about cognitive capabilities in the new systems, training and skills gaps, workload and role implications are presented.Practical implicationsThe practical implications of this study extend to different profiles of operators that collaborate either directly or indirectly and that are critical to aviation safety. Specific implications are targeted on automation complacency, bias and managing information load, and training aspects where quality training can be aided by better understanding the occupational transitions under advanced systems.Originality/valueIn this paper, the authors aimed to understand the changing nature of the operators’ profession within the advanced technological context, and the perceptions and performance-shaping factors of pilots and ATCOs to define the generational changes.
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Traditionally, most cleaning activities take place in the evening or during nighttime.In the Netherlands, day-time cleaning is becoming increasingly popular. It is however unknown how day-time cleaning affects perceptions and satisfaction of end-users. An experimental field study was conducted on trains of Netherlands Railways (NS) to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers.
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Treinvervoerders -zoals NS- zetten de klant steeds meer centraal in hun beleid en operatie. De treinreis moet daarvoor betrouwbaar zijn, maar klanten moeten de reis ook leuk vinden en als prettig ervaren. Een belangrijke randvoorwaarde is dat reizigers controle ervaren: een staat waarin reizigers zich prettig voelen en geen stress ervaren. Tot op heden wordt in de meeste studies, stress gemeten met behulp van een vragenlijst. Het nadeel hiervan is dat de onbewuste ervaring niet helemaal wordt blootgelegd. De bewuste en onbewuste ervaring hoeven niet met elkaar overeen te komen. Met behulp van deze studie willen we inzichtelijk maken: (1) wanneer en waarom reizigers stress ervaren, (2) wat de relatie is tussen bewuste en onbewuste stresservaring, en (3) welke rol het gevoel van controle speelt. Testpersonen (n = 16) kregen de opdracht om een reis af te leggen en tijdens de reis een aantal activiteiten te vervullen (bijv. kaartje kopen). Stress tijdens de reis werd gemeten aan de hand van fysiologische maten met een healthpatch (o.a.. hartslag, ademhaling) en een eye tracking bril, waarvan de resultaten werden vergeleken met die van een vragenlijst. De resultaten wijzen uit dat het stressniveau tijdens de gehele reis relatief hoog is, waarbij testpersonen de minste stress ervoeren tijdens de treinreis en de meeste stress bij het inchecken op het station. Verder blijkt dat de stresservaring op bewust en onbewust niveau in grote lijnen overeen komt, maar afwijkt bij het inchecken en zoeken naar natransport. Door informatie te raadplegen ervaart de reiziger meer controle wat een positieve uitwerking heeft op het stressniveau. Bestudering van de eye tracking opnamen maakt duidelijk dat reizigers op onbewust niveau zeer veel waarnemen wat kan leiden tot een mentale overbelasting. Zo is bijvoorbeeld duidelijk te zien dat alle gezichten van medereizigers in station Amsterdam Centraal worden gescand. Ook scannen de testpersonen reisinformatie en reclame borden. Geconcludeerd kan worden dat de fysiologische onderzoeksopzet in combinatie met vragenlijsten goed inzicht geeft in het bewuste en onbewuste gedrag van treinreizigers en deze aanpak ook goed kan werken bij andere vervoerwijzen.
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This paper presents an overview of studies that explore the impact of digital signage, environmental design and the use of background music on time perception and customer experience, thus exploring the psychological value of time.
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Using the latest industrial robot technology, the collaborative robot (cobot), industrial manufacturers work towards high-mix low-volume production systems that could satisfy a diversifying customer demand. As the utilization of the cobot’s potential depends on the dynamic interaction with operators, one would expect HR professionals to play a central role in this implementation process. However, cobot-related literature is unanimous: HR is not involved. This is in line with the results of our study in 2019 on seventeen cobot experiments in Dutch industrial manufacturing companies. To explore what human cobot collaboration emerges when engineers and line managers take the lead in their design, we revisited the data from our previous interview study (N=53). HR was absent in all implementations. We found that line managers and engineers prepared operators for rigid human-cobot collaborations that were aimed at getting the cobot to work, enhancing production efficiency and handling a few batches of mass-produced goods (low-mix, high-volume). Furthermore, the collaborations all showed signs of being difficult to sustain over time and posed a direct threat to operators’ well-being. To protect operators’ future of work and build towards interdependent human-cobot collaboration suitable for high-mix low-volume production, we propose an approach in which operators themselves, and HR too, are much more involved in the cobot implementation process. Operators should be allowed and supported to design, program, operate, and repair as much of their human-cobot workstations themselves as possible. To support this, HR has to familiarize itself with the cobot technology, secure operators’ decision latitude, facilitate the required support, and become the work design expert that helps operators co-design sustainable cobot applications that optimally utilize the strengths of both man and machine.
MULTIFILE
The aim of this research is to explore the potential of Mixed Reality (MR) technologies for Operator Support in order to progress towards Industry 4.0 (I4.0) particularly for SMEs. Through a series of interventions and interviews conducted with local SMEs, potential use cases and their drawbacks have been identified. From this, insights were derived that serve as a starting point for conducting further experiments with MR technology in the smart manufacturing laboratory at the THUAS in Delft. The intervention consisted of a free form workshop in which the participants get ‘tinkering’ time to explore MR in their own work environment. The various levels of awareness were assessed in three stages: during an introductory interview, and after an instruction meeting and some ‘tinkering’. The study took place in the period from January 2022 to July 2022 with 10 local SMEs in the Netherlands. The results show that for all SMEs the awareness and understanding increased. The use cases identified by operators themselves concerned Quality Control, Diagnostics, Instruction, Specification and Improvement of Operations. Drawbacks foreseen related to Ergonomic Concerns, Resistance from operators, Technical considerations, Unavailability of MR device and an insufficient digital infrastructure to support MR in full extent. The use case most promising to the participants was further developed into a physical prototype for an ‘assisted assembly cell’ by which the aspects of ergonomics and the mentioned technical considerations could be analysed.
MULTIFILE
Airport operations are undergoing significant change, having to meet pandemic requirements in addition to intrinsic security requirements. Although air traffic has declined massively, airports are still the critical hubs of the air transport network. The new restrictions due to the COVID-19 pandemic pose new challenges for airport operators in redesigning airport terminals and managing passenger flows. To evaluate the impact of COVID-19 restrictions, we implement a reference airport environment. In this Airport in the Lab environment we will demonstrate the operational consequences derived from the new operational requirements. In addition, countermeasures to mitigate any negative impacts of these changes are tested. The results highlight emerging issues that the airport will most likely face and possible solutions. Finally, we could apply the findings and lessons learned from our testing at our reference airport to a real airport.
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Predictive models and decision support toolsallow information sharing, common situational awarenessand real-time collaborative decision-making betweenairports and ground transport stakeholders. To supportthis general goal, IMHOTEP has developed a set of modelsable to anticipate the evolution of an airport’s passengerflows within the day of operations. This is to assess theoperational impact of different management measures onthe airport processes and the ground transport system. Twomodels covering the passenger flows inside the terminal andof passengers accessing and egressing the airport have beenintegrated to provide a holistic view of the passengerjourney from door-to-gate and vice versa.This paper describes IMHOTEP’s application at two casestudy airports, Palma de Mallorca (PMI) and London City(LCY), at Proof of Concept (PoC-level) assessing impactand service improvements for passengers, airport operatorsand other key stakeholders.For the first time onemeasurable process is created to open up opportunities forbetter communication across all associated stakeholders.Ultimately the successful implementation will lead to areduction of the carbon footprint of the passenger journeyby better use of existing facilities and surface transportservices, and the delay or omission of additional airportfacility capacities.
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