A systematic approach to human performance, Slides of Psychology

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A systematic approach to human performance improvement in nuclear power plants: Training Solutions Topical Presentation by Satwik Upadhyay Research Scholar (176141011) Indian Institute of Technology, Guwahati. 11/31/2018 A systematic approach to human performance improvement Contents • Introduction – Purpose – Variables studied – Need for human performance improvement • Systematic Approach to human performance improvement • Part I – Case study discussions on organizational processes • Part II – Case study discussions on problem resolution • Part III – Case study discussions on selection and communication. • Summary and conclusions 21/31/2018 A systematic approach to human performance improvement Purpose - Safe and reliable nuclear power plant performance • The fig.1 suggests the integration of organizational factors, human and equipment performance are needed for effective (safe and reliable) nuclear power plant performance. • An amalgamation of People, machines and context. 51/31/2018 A systematic approach to human performance improvement 6 Figure. 1. Context for human performance improvement 1/31/2018 A systematic approach to human performance improvement Variables studied for effective nuclear power plant performance • Human performance depends on competencies. – Competencies are groups of related knowledge, skills, and attitudes needed to perform a job in an effective and efficient manner to an established standard. –With a specific focus on “human factor related competencies” or “soft-skills”. •Organizational conditions such as: –Appropriate supervision, oversight and checking; an organizational culture that rewards performance; and an effective plant procedure system. 71/31/2018 A systematic approach to human performance improvement Need for human performance improvement • Identified deficiencies in human performance (reactive) – Eliminate incidents resulting from human errors. • Due to changes in the environment (proactive) – To find a way to deal with increasing pressures on cost by finding better ways to do work. – The role of soft skills in developing trust in ‘de- layered’ or flatter organizational structures. – Retention 101/31/2018 A systematic approach to human performance improvement Systematic approach to human performance improvement • Systematic approach – – efficient means, – clearly defined, – generating consistent, optimum results, – evaluation. 111/31/2018 A systematic approach to human performance improvement Description of a Systematic Approach 12 Figure 2. A systematic approach to human performance 1/31/2018 A systematic approach to human performance improvement Implementation • Important to anticipate barriers in achieving any improvement. • Training measures go hand in hand with implementation of non-training measures. – Communication, management attention and checking, standardization of work, HRM, organizational culture. • Integration of training and non training measures to ensure they are effective. –For example, training provided at the appropriate time and way. • Analyse, design, develop, implement and evaluate. 151/31/2018 A systematic approach to human performance improvement A process of implementation 16 Table 2. A structured approach to human performance improvement 1/31/2018 A systematic approach to human performance improvement Methods of implementation of human performance improvements • Implementing change is one of the most difficult challenges for an organization’s management. • There are several methods with each having their strengths and limitations. • Success of any of the methods depend on recognizing in advance the strengths and limitations of the selected method. 171/31/2018 A systematic approach to human performance improvement Training measures • Training measures are competencies needed for successful job performance and the emphasis in this report is on “soft skills” training. Such training is implemented through: – Interactive classroom sessions (case studies, discussions etc.) – Simulation exercises – On the job training. 201/31/2018 A systematic approach to human performance improvement Evaluation of human performance • Many human performance improvement initiatives might not initially succeed in achieving their goals. • It is only through ongoing evaluation of both plant and human performance that needed corrections in improvement initiatives will be determined. • Important components of ongoing evaluation/monitoring process are: – A feedback mechanism – Results obtained from the feedback process should be trended (predictable) and tracked over time – Plant performance data collected from daily operations should be reviewed to identify human performance deficiencies. 211/31/2018 A systematic approach to human performance improvement Part I Case study discussion on organizational processes (Annexure A, C, D, I, T, U, V) 1/31/2018 22 A systematic approach to human performance improvement Case study discussion on organizational processes • Case D - EDF/France Human Factors Training • Need – To enhance the quality of both team and individual operations. – Increased competition in electricity generation and growing security requirements. •Strategic Focus •To develop competencies in understanding an employee’s day to day behavior, and give him/her the ability to perform their own analysis in any situation on the job. 251/31/2018 A systematic approach to human performance improvement Case study discussion on organizational processes • Case D - EDF/France Human Factors Training 26 TRAINING METHOD Learning Phase consisted of Case Study Phase Improvement Proposal Phase -An understanding of human error, mechanism of human mistake, and how to handle a mistake. -Understanding human dimensions of work - Work Management examples such as social interaction and collective regulations. Methods involved analysis of case studies prepared during the sessions . Active transfer of learning while working for an improvement. Example- How to better manage phone calls during complex situations. Figure 5. Training method divided into three phases over a period of 6 days 1/31/2018 A systematic approach to human performance improvement Case study discussion on organizational processes • Case D - EDF/France Human Factors Training • Results – Although still ongoing, yet qualitative indications suggest that this training has positive effects on both safety and availability. – The active component of the training led to development of collective analysis from individual. The participants also developed common language in dealing with questions regarding their work. 271/31/2018 A systematic approach to human performance improvement Case study discussion on organizational processes • Case T – Guangdong Da Ya Bay Nuclear Power Plant Training Policy • The training policy aims to ensure that all the staff is well trained for safe, efficient and economic operation of the plant. • Have a policy of authorizing and completing training course to be eligible for a position. The authorization needs to be renewed through training or retraining to maintain and renew knowledge and skill for the job. 1/31/2018 30 A systematic approach to human performance improvement TRAINING STRATEGY in GUANDONG DA YA BAY NUCLEAR POWER PLANT 1. Systematic Approach to training -Constructing proper training management system. - Establishing practical training procedures - Involving full scope of employees - Making whole training process trackable 2. Training demand analysis Defining Authorizing training requirement 3. Training Course design Working out training schedule 4. Preparation for training -Preparing and review of budget for training. -Provide necessary training facilities -Create an experience feedback system, knowledge sharing. -Draw up the teaching plan, teaching materials. 5. Training execution -Ensuring organized, comprehensive training management system. -Encouraging on the job training 6. Training results evaluation -Establishment of supervision system for proper follow up, evaluation and assistance on training. -Creating training documentation system. - Provide timely communication and feedback. 1/31/2018 31 A systematic approach to human performance improvement Case study discussion on organizational processes • Case T – Guangdong Da Ya Bay Nuclear Power Plant Training Policy • The training policy explicitly states the roles and responsibilities of all employees involved from Department Manager to staff for proper and systematic training. • Provides clarity in communicating strategic goals to be achieved through training. 1/31/2018 32 A systematic approach to human performance improvement Case U – Commercial Awareness training in British Energy • Design and Implementation – Necessary information was collected through interviews and working closely for two months with company directors, senior managers and staff from different parts of the company. – Designing of the simulation program from the information collected above, creating a realistic model and not a replica of the way the company operated in the new electricity market. – This process ensured cohesion with corporate objectives. 1/31/2018 35 A systematic approach to human performance improvement Case U – Commercial Awareness training in British Energy 1/31/2018 36 WORKSHOP CONTENT Tailor made Business Simulation Participants divided into 5 management teams taking over a Nuclear generating company and running it for 5 years among realistic day to day operational problems. Feedback sessions -After the end of each year feedback were given to all participants running the company. -Study of effects and consequences of each decision taken. -Team rankings led to healthy competition; increasing motivation. Know-How sessions -Participants take a step back from the simulation drawing parallels to actual working conditions. -Forged ways for improving profitability in the company. Consulting The trainers offer their insights to the simulation exercise. Application Phase - Each team presented major learning points and transform them into individual learning plans to be implemented when they returned to work. A systematic approach to human performance improvement Case study discussion on organizational processes • Case V – Activities of the PAKS Nuclear Power Plant • Need – Sensing changes in the eco-social environment resulting in setting of new expectations. • Strategic Goals • To establish mutual agreement in the plant • To increase efficiency of internal communication activities • To provide management theory and technique courses • To organize rehabilitation programs 1/31/2018 37 A systematic approach to human performance improvement Case V – Activities of the PAKS Nuclear Power Plant • To establish internal communication activity • Objective – To establish or improve communication channels, on time delivery of information, harmonize and maintain frank opinions and proposals, improve the external PR activities. • Work areas • Basic documentation of work performance • Setting the objective of meetings in not only solving a problem but communicating information. • Making internal communication as a part of job description for middle and top management. • Set up of forums, plant newspaper and corporate events centered around information dissemination. • Feedback or examination of internal communication through polls, questionnaires. 1/31/2018 40 A systematic approach to human performance improvement Part II Case study discussions on problem resolution (Annexure B, G,) 1/31/2018 41 A systematic approach to human performance improvement Case study discussions on problem resolution • Case B - EDF/FRANCE Shift teams • Introduction – The control room personnel were historically trained on technical subjects, but the Nuclear Generating Department found that the soft skills (non-technical) subjects were the cause of several event reports. Thus it was decided to focus on soft skills training through simulation session. – Set up in 1984, the training session underwent a change in defining a common method for soft skills training in 1989. 1/31/2018 A systematic approach to human performance improvement 42 Case G – INSP/DOE/USA Training Assistance to Soviet Designed Reactor Sites • Introduction – The U.S. Department of Energy has been conducting activities related to improving the training of personnel at Soviet Designed Reactors/SDRs. • Need • Needs analyses resulted in training needs for management and supervisory skills training not covered under the technical training. • While training material existed for technical training program, no material could be identified for management and supervisory training. 1/31/2018 A systematic approach to human performance improvement 45 Case G – INSP/DOE/USA Training Assistance to Soviet Designed Reactor Sites • Method – A 2 to 3 day training workshop entitled Concepts in Management was developed initially for use in Balakovo Nuclear Power Plant in Russia. – Implemented wholly by US specialists, the second stage of implementation is jointly conducted by Russian and US specialists, with the final implementation expected to be conducted thoroughly by in country specialists. – Identification of 10 management and supervisory skills key competencies, such as – Leading, organizing, decision making, communication, motivating, planning, controlling to name a few. – The training consisted of class room exercises and focused discussion sessions. 1/31/2018 A systematic approach to human performance improvement 46 Case study discussion on Selection and Open communication (Annexure J, L) 1/31/2018 A systematic approach to human performance improvement 47 Case J – Kozloduy Nuclear Power Plant, Complex Psychological Method for assessment • Results – After development of assessment profiles – managers who scored dominantly positive are prepared for additional responsibilities. –Managers who fit well with their profile, cope well but have some deficiencies are given further training. –Managers with performance deficiencies ranging around the middle of scores are used more carefully, and additional training and education is compulsory for them. In Kozloduy 15% of the investigated people were considered to be this category. 1/31/2018 A systematic approach to human performance improvement 50 Case L – EDF operational communication during ‘real work conditions’ • Training Objectives – Identify operational communication practices in shift teams . – Acknowledge the operational communication as a professional practice necessary for conducting operations. – Emphasize operational communication according to safety and quality in operation. 1/31/2018 A systematic approach to human performance improvement 51 Case L – EDF operational communication during ‘real work conditions’ • Method – While working on simulator – Identify the malfunctions in the perception of information phase and search of information. Examples include – Info. not transmitted, encountering difficulties in means of info. (written, oral, computerized), difficulty with clarity of info., inaccurate information. – Identify the analysis phase – take into account relevant info., criticizing wrong information, search for complementary info., take into account abnormalities. – Decision Making – observe general decision making processes. For example, no decision was made or not in time, no arguments or critique means the participant is under influence. – Coordination problems – identify coordination problems such as isolation, whether or not respecting the chronological order of actions, experience feedback taken or not taken in coordinating. – Identify the context – Whether it is routine, unusual, unscheduled, the relationships between the actors. 1/31/2018 A systematic approach to human performance improvement 52 Summary and Conclusions • Study of the methods of developing and implementing a human performance improvement program through case studies have revealed key considerations – – Commitment of personnel is necessary at all levels for implementation. Also this commitment should be consistent. – Systematic Approach helps in identifying areas where performance deficiencies are strongly identified. Analyze, design, develop, implement and evaluate. – Class room training of soft skills can be integrated with formal technical training (simulators) and hence, making the performance improvement much more effective if provided in the context of real life environment. – Consideration of organizational and cultural norms of different organizations should be taken into account while developing and implementing a training program. 1/31/2018 A systematic approach to human performance improvement 55 References • International Atomic Energy Agency. (2001). A systematic approach to human performance improvement in nuclear power plants: Training Solutions (IAEA-TECDOC-1204). Retrieved from http://www-pub.iaea.org/MTCD/Publications/ PDF/te_1204_prn.pdf 1/31/2018 A systematic approach to human performance improvement 56