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Human Errors and Human Factors in Service Delivery Processes: A Literature Review and Future Works (서비스 분야에서 인간공학과 인적오류 연구)

  • Hong, Seung-Kweon
    • Journal of the Ergonomics Society of Korea
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    • v.30 no.1
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    • pp.169-177
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    • 2011
  • The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

대순사상의 인간이해

  • Yun, Jae-Geun
    • Journal of the Daesoon Academy of Sciences
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    • v.16
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    • pp.105-130
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    • 2003
  • Religious Though includes desirable attitudes towards existence of human beings and the value of life. These can be considered as the viewpoint of human being in religions. Also, the recognition frame of human being should be focused on the desirable human formation. That is, human being should not be viewed by already established frames, but human beings should be regarded as the ones that by themselves can build their true figures through developing human nature with the self-awareness of existence and the effort for establishing an ideal character. Without the correct concept of a 'human model', it is impossible to shed light on what the process of the human formation is and how the human formation willbe established. A 'human model', that is the goal of such a formation, might show different aspects if considering the historical situations including the circumstance of individuals and society. However, no matter how different 'human model', which are dependent upon phenomenal problems, are considered, it might most likely fails to grasp a fundamental issue without a 'human model' based on the essential problem of human being. In this regards, it can be considered that a 'Perfect person' with including both fundamental ways and relations of existence is the one enabling to establish a true 'human model' and, I try to show its striking example, 'Injon' that is an ideal 'human model' of Daesoon Thought. Therefore, this paper will show the interpretation and understanding of human beings in Daesoon Thought, and examine what their meanings are.

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Comparative analysis of large language model Korean quality based on zero-shot learning (Zero-shot learning 기반 대규모 언어 모델 한국어 품질 비교 분석)

  • Yuna Hur;Aram So;Taemin Lee;Joongmin Shin;JeongBae Park;Kinam Park;Sungmin Ahn;Heuiseok Lim
    • Annual Conference on Human and Language Technology
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    • 2023.10a
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    • pp.722-725
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    • 2023
  • 대규모 언어 모델(LLM)은 대규모의 데이터를 학습하여 얻은 지식을 기반으로 텍스트와 다양한 콘텐츠를 인식하고 요약, 번역, 예측, 생성할 수 있는 딥러닝 알고리즘이다. 초기 공개된 LLM은 영어 기반 모델로 비영어권에서는 높은 성능을 기대할 수 없었으며, 이에 한국, 중국 등 자체적 LLM 연구개발이 활성화되고 있다. 본 논문에서는 언어가 LLM의 성능에 영향을 미치는가에 대하여 한국어 기반 LLM과 영어 기반 LLM으로 KoBEST의 4가지 Task에 대하여 성능비교를 하였다. 그 결과 한국어에 대한 사전 지식을 추가하는 것이 LLM의 성능에 영향을 미치는 것을 확인할 수 있었다.

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Comparative Study of First-in-Human Dose Estimation Approaches using Pharmacometrics (약물계량학을 이용한 초기임상1상 시험 용량 예측 방법에 대한 비교연구)

  • Baek, In-hwan
    • Korean Journal of Clinical Pharmacy
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    • v.26 no.2
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    • pp.150-162
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    • 2016
  • Objective: First-in-human dose estimation is an essential approach for successful clinical trials for drug development. In this study, we systematically compared first-in-human dose and human pharmacokinetic parameter estimation approaches. Methods: First-in-human dose estimation approaches divided into similar drug comparison approaches, regulatory guidance based approaches, and pharmacokinetic based approaches. Human clearance, volume of distribution and bioavailability were classified for human pharmacokinetic parameter estimation approaches. Results: Similar drug comparison approaches is simple and appropriate me-too drug. Regulatory guidance based approaches is recommended from US Food and Drug Administration (FDA) and European Medicines Agency (EMA) regarding no-observed-adverse-effect level (NOAEL) or minimum anticipated biological effect level (MABEL). Pharmacokinetic based approaches are 8 approaches for human clearance estimation, 5 approaches for human volume of distribution, and 4 approaches for human bioavailability. Conclusion: This study introduced and compared all methods for first-in-human dose estimation. It would be useful practically to estimate first-in-human dose for drug development.

A method and analysis of human-error management of a semiconductor industry (반도체산업에서의 인적오류제어방법 및 연구)

  • Yoon Yong-Gu;Park Peom
    • Journal of the Korea Safety Management & Science
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    • v.8 no.1
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    • pp.17-26
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    • 2006
  • Basis frame-work's base in a semiconductor industry have gas, chemical, electricity and various facilities in bring to it. That it is a foundation by fire, power failure, blast, spill of toxicant huge by large size accident human and physical loss and damage because it can bring this efficient, connect with each kind mechanical, physical thing to prevent usefully need that control finding achievement factor of human factor of human action. Large size accident in a semiconductor industry to machine and human and it is involved that present, in system by safety interlock defect of machine is conclusion for error of behaviour. What is not construing in this study, do safety in a semiconductor industry to do improvement. Control human error analyzes in human control with and considers mechanical element and several elements. Also, apply achievement factor using O'conner Model by control method of human error. In analyze by failure mode effect using actuality example.

Interactive Human Intention Reading by Learning Hierarchical Behavior Knowledge Networks for Human-Robot Interaction

  • Han, Ji-Hyeong;Choi, Seung-Hwan;Kim, Jong-Hwan
    • ETRI Journal
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    • v.38 no.6
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    • pp.1229-1239
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    • 2016
  • For efficient interaction between humans and robots, robots should be able to understand the meaning and intention of human behaviors as well as recognize them. This paper proposes an interactive human intention reading method in which a robot develops its own knowledge about the human intention for an object. A robot needs to understand different human behavior structures for different objects. To this end, this paper proposes a hierarchical behavior knowledge network that consists of behavior nodes and directional edges between them. In addition, a human intention reading algorithm that incorporates reinforcement learning is proposed to interactively learn the hierarchical behavior knowledge networks based on context information and human feedback through human behaviors. The effectiveness of the proposed method is demonstrated through play-based experiments between a human and a virtual teddy bear robot with two virtual objects. Experiments with multiple participants are also conducted.

Introduction of Human Rights Arguments in ISDS Proceeding (ISDS 절차에서의 인권의 권리 주장)

  • Shin, Seungnam
    • Journal of Arbitration Studies
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    • v.32 no.2
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    • pp.85-114
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    • 2022
  • When human rights disputes are related to the cross-border investments treaties, the investment arbitral tribunals are confronted with the question of how to adjudicate connected human rights violations. The traditional structure restricts arbitration proceedings to the parties named within an investment treaty, i.e., Investor-Claimant and State-Respondent. If human rights issues occur, States must act as proxies for citizens with human rights claims. This effectively excludes individuals or groups with human rights concerns and contradicts the premise of international human rights law that seeks to empower human rights-holders to pursue claims directly and on an international stage. The methods for intorducing human rights issues in the context of investment arbitration proceedings are suggested as follows: First, human rights arguments can be introduced into ISDS by the usual initiator of investment disputes: the investor as the complainant. Especially, if the jurisdictional and applicable law clauses of the respective international investment agreements are sufficiently broad to include human rights violations, adjudicating a pure human rights claim could be possible. Second, the host state may rely on human rights argumentation as a respondent of an investor claim. Human rights have played a role as a justification for state measures undertaken to comply with human rights laws. Third, third party interventions by NGOs and civil society groups as amici curiae may act as advocates for affected populations or communities in response to the reluctance of governments to introduce their own human rights duties into the investment dispute. Finally, arbitrators have also referred to human rights ex officio, i.e., without having a dispute party referring to the specific argument. This was mainly the case in the context of determining the scope of property rights and the existence of an expropriation. As all U.N. member states have human rights obligations, international investment laws must be presumed to be in conformity with the relevant human rights obligations.

Predicting Human Errors in Landing Situations of Aircraft by Using SHERPA (SHERPA기법을 이용한 항공기 착륙상황에서 발생 가능한 인적오류 예측)

  • Choi, Jae-Rim;Han, Hyeok Jae;Ham, Dong-Han
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.29 no.2
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    • pp.14-24
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    • 2021
  • This study aims to examine probable human errors when landing an airplane by the use of SHERPA(systematic human error reduction and prediction approach) and propose methods for preventing the predictive human errors. It has been reported that human errors are concerned with a lot of accidents or incidents of an airplane. It is significant to predict presumable human errors, particularly in the operation mode of human-automation interaction, and attempt to reduce the likelihood of predicted human error. By referring to task procedures and interviewing domain experts, we analyzed airplane landing task by using HTA(hierarchical task analysis) method. In total, 6 sub-tasks and 19 operations were identified from the task analysis. SHERPA method was used for predicting probable human error types for each task. As a result, we identified 31 human errors and predicted their occurrence probability and criticality. Based on them, we suggested a set of methods for minimizing the probability of the predicted human errors. From this study, it can be said that SHERPA can be effectively used for predicting probable human error types in the context of human-automation interaction needed for navigating an airplane.

The Effect of Personality Type on Human Performance Tool Compliance and General Recommendations for Enhancement of the its Practical Utilization

  • Lee, Kyung-Sun;Lee, Jong-Hyun;Lee, Yong-Hee
    • Journal of the Ergonomics Society of Korea
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    • v.34 no.1
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    • pp.45-62
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    • 2015
  • Objective: The purpose of this study is to investigate the effect of personality type on human performance tool compliance in nuclear power plants (NPPs) and to propose general recommendations for an enhancement of its practical utilization. Background: Various guidelines, regulating criteria, and recommendations have been developed to prevent human errors in NPPs. Despite these efforts, the accidents sometimes caused by human errors have steadily occurred, and therefore, various human performance tools have been adopted as countermeasures against human errors. The major and inevitable contributing factors among the many hazards to human errors might be the trait and personality, which are considered to be the inner world of humans. Thus, we try to investigate the utilization of human performance tools by considering the different types of operating crew personalities, and we suggested more practical recommendations to prevent human errors according to the personality. Method: We developed the Questionnaire using the Big 6 (HEXACO) models, which are human performance tools for workers in NPPs, and individual (condition) variables to investigate the effect of personality types on human performance tools. We slightly modified them to help the survey respondents understand them better. A survey was conducted for ordinary people over the age of 20. SPSS 22.0 was used to perform a correlation analysis and a hierarchical regression analysis to find the relationship between personality types and human performance tools. Results: The utilization of human performance tools shows significant differences statistically by personality. The correlation result reveals that the types of Honesty (H), Extraversion (X), Conscientiousness (C), and Openness to experience (O) show a higher utilization of human performance tools. In hierarchical regression results, human performance tools of task preview, questioning attitude, stopping when unsure, self-checking, effective communication, and place-keeping show a higher utilization with personality types. However, the Agreeableness (A) type did not show significant differences statistically with human performance tools. Conclusion: We tried to investigate the utilization of human performance tools by considering the different types of human personality and provide more practical recommendations to prevent human errors according to the personality. These results will be able to prevent human errors owing to the characteristics (advantages and disadvantages) of personality types. Application: This information can be utilized as guidelines for proactive recommendations according to the workers' personalities for more practical human performance tools to prevent human errors in an NPP.