A study of human error elements in decision making and their implications for quality and safety within aviation ground handling

Abstract

The purpose of this dissertation was to identify human errors during the decision-making process and their implications for quality and safety within aviation ground handling. The research sought to analyse how such errors can leave an impact on both quality and safety. The findings demonstrate that both quality and safety factors were affected when analysed from the perspective of several experienced personnel within the airline and aviation ground handling company. This study adopted a qualitative research approach, wherein the researcher conducted face-to-face in-depth interviews, which were assisted by an interview guide. Furthermore, open-ended questions were asked to the interviewees.

Results show that quality and safety factors are affected immediately by any human errors. However, risk rating is to be conducted in order to analyse and determine the severity and likelihood of such errors. Both personnel and the management play an important role in order to mitigate the negative implications for quality and safety. The main conclusion which was drawn from this research was that human errors can never be eliminated; however, mitigation measures may be effective thereby reducing such errors. Furthermore, this dissertation offers five recommendations which the author believes should be given importance in order to minimise human errors, eventually reducing negative occurrences in relation to quality and safety within aviation ground handling. The author recommends that a company should have an effective departmental and/or organisational structure, strong communication throughout the organisation, skilled operational staff, compelling training programmes and conducts on-site inspections of operational functions.