Rooting out human error in manufacturing

The aviation industry believes 80% of all maintenance issues are due to human error; because of this, it has developed excellent techniques for minimising errors, and handling the risks associated with people, writes Richard Baker, Audit Partner at national audit, tax, advisory and risk firm Crowe. 

The United States Federal Aviation Administration’s (FAA) handbook for aviation maintenance Technicians covers “Human Factors”, listing 12 key areas businesses can consider as they strive for continuous improvement. 

The handbook’s guidance encourages manufacturers to study and prevent problems and errors to help improve efficiency and eliminate waste.  

Top tips for mitigating risk around the 12 causes of human error:  

1. Lack of communication

This can be between all parties involved, internal or external. The FAA says that only 30% of verbal communication is received and understood in a conversation. 

• Stress important messages at the beginning and end of a conversation.
• Do not assume!

2. Complacency

Repetitive tasks may be overlooked and taken for granted. 

• Consider building in variety to encourage alertness.
• Learn from mistakes by sharing failures.

3. Lack of knowledge

Absence of training or information to successfully perform the work in hand. 

• Establish and monitor attendance at training courses, testing knowledge gained.
• Encourage collaboration.
• Establish manuals and guides.

4. Distraction

Distraction causes someone to skip a step or detail – it’s estimated that 15% of maintenance errors are caused by inattention. 

It’s also the aftermath of an interruption - a study co-authored by Gloria Mark of the University of California suggests that it can take more than 23 minutes to regain focus after an interruption. 

• Reduce distractors around critical processes.
• Trace back several steps to ensure nothing is missed.

5. Lack of teamwork

This can be poor communication or sharing of knowledge. 

• Plan and agree an approach to the task.
• Check each person understands their role.
• Find ways to build trust amongst the team.

6. Fatigue

Reduced alertness and focus causes errors and inefficiency. 

• Offer training on the symptoms of fatigue.
• Encourage cross-checking of work where there is a risk of fatigue.

7. Lack of resources – people and components

During the pandemic and its aftermath, this has been incredibly challenging and has been a key area of focus for business managers and owners. 

• Track availability of people and machine hours at various times of the year.
• Study your supply chains and assess the risks.

8. Pressure

Caused by tight deadlines and schedules which in turn have various root causes. 

• Create an environment where your people can: 

• openly share their concerns without judgement
• ask for help
• put quality and safety above deadlines.

9. Lack of assertiveness

Not speaking up can lead to mistakes. This can be challenging in traditional hierarchies. 

• Encourage people to constructively express their concerns by highlighting problems and their consequences.
• Resolve one issue at a time.

10. Stress

This can take various forms – physical, psychological, and physiological. 

• Consider problems calmly and rationally – take your time.
• Encourage your people to ask for help.
• Encourage breaks.

11. Lack of awareness

The failure to recognise the consequence of an action or a lack of foresight. 

• Stand back and assess.
• Plan and consult.

12. Norms

Creating new norms that diverge from best practice. 

• Just because it is the norm does not mean it is right.
• Identify and eliminate negative norms.
• Ensure safety is paramount.

Do you analyse the “Human Factors” when things go wrong?  
Crowe’s dedicated team supports clients over the long-term to help them continuously improve their business with numerous services, including project implementation support, coaching, training and development and much more. 

If you would like to know more, please do get in touch with Richard Baker – richard.baker@crowe.co.uk