

9.1 General
The need to take human factors into account when performing maintenance;
Incidents attributable to human factors/human error; Murphy’s law.
9.2 Human performance and limitations
Vision; Hearing;, information processing; Attention and perception; Memory;
Claustrophobia and physical access.
9.3 Social psychology
Accountability and responsibility:
individual and group; Motivation and demotivation;
Peer pressure;
Cultural issues;
Teamwork;
Management, supervision, and leadership.
9.4 Factors that affect performance
Fitness/health; Stress: domestic and work related;
Time pressure and deadlines;
Workload: overload, underload, and workload management;
Sleep and fatigue, shift work;
Alcohol, medication, drug abuse;
Lack of manpower.
9.5 Physical environment
Noise and fumes;
Illumination;
Climate and temperature;
Motion and vibration;
Working environment;
Situational awareness.
9.6 Tasks
Physical work;
Repetitive tasks, complacency;
Visual inspection;
Complex systems;
Critical maintenance tasks and error-capturing methods;
Technical documentation: access, use, and quality.
9.7 Communication
Within and between teams;
Work logging and recording;
Shift handover;
Keeping up to date, currency;
Dissemination of information.
9.8 Human error
Error models and theories;
Types of error in maintenance tasks;
Implications of errors (e.g. accidents);
Organisational errors;
Avoiding and managing errors.
9.9 Safety management
Risk management;
Occurrence reporting;
Safety culture
Just culture;
Identifying, avoiding, and reporting hazards;
Organisational human-factors programme: professionalism and integrity, error-provoking
behaviour, reporting errors, disciplinary policy, error investigation, action to address
problems, feedback, assertiveness;
Dealing with emergencies.
9.10 The ‘Dirty Dozen’ and risk-mitigation
The ‘Dirty Dozen’: the twelve most common human-factors erors in maintenance:
Lack of communication,
Lack of teamwork,
Lack of assertiveness,
Complacency,
Fatigue,
Stress,
Lack of knowledge,
Lack of resources,
Lack of awareness,
Distraction,
Pressure,
Norms.
Risk-mitigation methods.