Whose Work is it Anyway?

This talk is a pastiche on "Whose Line is it Anyway", with work-as-imagined, work-as-prescribed, work-as-done and work-as-disclosed as the four characters (varieties of human work) who interact to recreate work scenarios that can be found in all industries. Examples from aviation and healthcare are given, typifying 'archetypes of human work' (https://humanisticsystems.com/2017/01/13/the-archetypes-of-human-work/). The talk concludes with the seven friends of explanation.

Transcript

1. Supporting European Aviation Whose Work is it Anyway? The Varieties of Human Work Steven Shorrock Chartered Psychologist | Chartered Human Factors & Ergonomics Specialist Network Manager Safety Unit 28 May 2019, Safeguard, Auckland, NZ
2. Adapted from EUROCONTROL (2013). From Safety-I to Safety-II. A White Paper Safety-I Safety-II Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
3. Adapted from EUROCONTROL (2013). From Safety-I to Safety-II. A White Paper <0.0001% 10-20% Commercial Aviation Healthcare Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
4. Errors Violations Unsafe Acts Failures Root causes Deviations Non-compliance Carelessness Recklessness Accidents & incidents: obvious internally and externally, investigated in depth
5. PLAY CHAMPIONSHIP GOLF by Learning the Secrets of the Worst 20 Players in the World By J. Cleese
6. ? Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
7. Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
8. Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
9. Effective-as-designed? Effective-as-operated? Accidents & incidents: obvious internally and externally, investigated in depth Normal, routine, day-to-day performance: not well understood, generally ignored Exceptional performance: obvious internally, hard to see externally, gratefully accepted
10. © Manuel Harlan
13. Photo: Naviair (All rights reserved) THE VARIETIES OF HUMAN WORK http://bit.ly/TVOHW www.humanisticsystems.com
14. Image: Steven Shorrock CC BY-NC-SA 2.0 https://flic.kr/p/25wGrGQ
15. Image: Steven Shorrock CC BY-NC-SA 2.0 https://flic.kr/p/MYAVK4
16. Image: Steven Shorrock CC BY 2.0 bit.ly/TVOHW www.humanisticsystems.com Work-as-Imagined
17. Image: Steven Shorrock CC BY 2.0 bit.ly/TVOHW www.humanisticsystems.com Work-as-Imagined Work-as-Done
18. Image: Steven Shorrock CC BY 2.0 bit.ly/TVOHW www.humanisticsystems.com Work-as-Imagined Work-as-Prescribed Work-as-Done
19. Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done Image: Steven Shorrock CC BY 2.0 bit.ly/TVOHW www.humanisticsystems.com
20. http://bit.ly/TAOHW1 HUMAN WORK THE ARCHETYPES OF www.humanisticsystems.com Photo: NATS - UK air traffic control CC BY-NC-ND 2.0
21. http://bit.ly/TAOHW1 Images: © Channel 4 (title adapted by Steven Shorrock for the purpose of pastiche) The Messy Reality Defunct Congruence Taboo Ignorance & Fantasy Projection P.R. & Subterfuge Implications?
22. The Messy Reality http://bit.ly/TAOHW1 www.humanisticsystems.com Tell me about a situation where work-as-done is not as-prescribed Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
23. USE OF MODE S DURING LOSS OF FLIGHT DATA Image: © EUROCONTROL
24. USE OF RADAR Image: © EUROCONTROL WITHOUT A LICENCE
25. enter your presentation title 25 REQUEST FORMS RADIOLOGY
26. enter your presentation title 26 HOSPITAL BEDS AND NURSE RATIOS Image: Mylene2401 Pixabay
27. Congruence http://bit.ly/TAOHW2 www.humanisticsystems.com Tell me about a situation where work-as-done is as- prescribed. It may or may not be as-imagined by others. Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
28. PROCEDURES STANDARD OPERATING Image: Randomwire CC BY-NC-SA 2.0 http://flic.kr/p/7u6jhM
29. & A RRIVA L RO U TES Image: Brennan Raj CC BY-SA 2.0 https://flic.kr/p/dpaHaK STAN D ARD D EPARTURE
30. RISK MANAGEMENT
31. CARDIO-PULMONARY RESUSCITATION DO NOT ATTEMPT
32. Taboo http://bit.ly/TAOHW3 www.humanisticsystems.com Tell me about a situation where work-as-done is not as-disclosed, nor usually as-prescribed, nor usually as-imagined by others? Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
33. DOUBLE Image: ©Steven Shorrock All Rights Reserved SHIFTING
34. enter your presentation title 34 PREPARING INTRAVENOUS INJECTIONS Image: Nathan Forget CC BY 2.0 https://flic.kr/p/4m7Z9d
35. Ignorance and Fantasy http://bit.ly/TAOHW4 www.humanisticsystems.com Tell me about a situation where current work-as-imagined is not as-done Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
36. THE NEW Photo: NATS UK Air Traffic Control CC BY-NC-ND 2.0 https://flic.kr/p/ouoeYr TOWER
37. enter your presentation title 37 THE LIGHTING CIRCUIT Photo: LRD615 CC BY-SA 2.0 https://flic.kr/p/2kNCax
38. enter your presentation title 38 WHO SURGICAL CHECKLIST
39. Projection ? http://bit.ly/TAOHW5 www.humanisticsystems.com Tell me about a situation where future work-as-done was imagined. It may or may not be as-done Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
40. AFTER Photo: ResoluteSupportMedia CC BY 2.0 https://flic.kr/p/922V3P THE RUNWAY INCURSION
41. NEVER EVENTS
42. DUTY OF CANDOUR
43. P.R. and Subterfuge http://bit.ly/TAOHW6 www.humanisticsystems.com Tell me about a situation where work-as-disclosed is not as-done Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
44. SAFETY AND EMERGENCY PROCEDURES Photo: Darren CC BY-NC-ND 2.0 https://flic.kr/p/f26Qci
45. 45 CLAB CHECKLISTS
46. Defunct http://bit.ly/TAOHW7 www.humanisticsystems.com Tell me about a situation where work-as-prescribed is not as-done Work-as-Imagined Work-as-Prescribed Work-as-Disclosed Work-as-Done
47. 4/2 ENGINE PROCEDURES Photo: William Warby CC BY 2.0 https://flic.kr/p/8hDHDf
48. enter your presentation title 48 Photo: Marco Verch CC BY 2.0 https://flic.kr/p/QPTp5h DEFUNCT PROCEDURES
49. Image: Steven Shorrock CC BY-NC-SA 2.0 https://flic.kr/p/2bkA8HS
50. What is it about your work that others (outside of your profession) might find surprising, but that might be interesting or relevant to them? Or… What might you be reluctant to tell them?
51. Seven Friends of Explanation The [degraded] system Goal conflicts Work-as-done Trade-offs & adjustments Local rationality Interactions & patterns Strengths & assets http://bit.ly/SSFaF3 Image: Tim Caynes CC BY-NC 2.0 https://flic.kr/p/6BNpAf www.humanisticsystems.com
53. steven.shorrock@eurocontrol.int www.humanisticsystems.com
54. or www.bit.ly/HindSightMagazine steven.shorrock@eurocontrol.int Download Free at SKYbrary.aero