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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.

Real-Time Tracking of Human Location and Motion using Cameras in a Ubiquitous Smart Home

  • Shin, Dong-Kyoo;Shin, Dong-Il;Nguyen, Quoc Cuong;Park, Se-Young
    • KSII Transactions on Internet and Information Systems (TIIS)
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    • v.3 no.1
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    • pp.84-95
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    • 2009
  • The ubiquitous smart home is the home of the future, which exploits context information from both the human and the home environment, providing an automatic home service for the human. Human location and motion are the most important contexts in the ubiquitous smart home. In this paper, we present a real-time human tracker that predicts human location and motion for the ubiquitous smart home. The system uses four network cameras for real-time human tracking. This paper explains the architecture of the real-time human tracker, and proposes an algorithm for predicting human location and motion. To detect human location, three kinds of images are used: $IMAGE_1$ - empty room image, $IMAGE_2$ - image of furniture and home appliances, $IMAGE_3$ - image of $IMAGE_2$ and the human. The real-time human tracker decides which specific furniture or home appliance the human is associated with, via analysis of three images, and predicts human motion using a support vector machine (SVM). The performance experiment of the human's location, which uses three images, lasted an average of 0.037 seconds. The SVM feature of human motion recognition is decided from the pixel number by the array line of the moving object. We evaluated each motion 1,000 times. The average accuracy of all types of motion was 86.5%.

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 and 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.

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.

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.

A Study on human resources management for kitchen of hotel (호텔 주방조직의 인적자원관리에 관한 연구)

  • 진양호
    • Culinary science and hospitality research
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    • v.1
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    • pp.5-23
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    • 1995
  • Management of kitchen is consist of various management factor, for instance, physical resources, financial resources, information resources, and human resources. Because these kind of resources determine efficiency of kitchen management, human resource management is important aspect of kitchen operation. In this paper of view, recently human resource management has been considered by kitchen manager. Kitchen Managers who are interested in human resource, focus on efficiency. Also human resource management underlined not only efficiency, but interrelationship of emplyee. Today, considering with the environment of management, operation of kitchen is important section on hotel management in relation to the profit of it. In the future, therefore kitchen will be strategic profit center on hotels. According to in this tendency, as profit business center kitchen assumed a aspect of efficiency mechanism. This thesis aimcs to point out the actual status of human resource management in the hotels, and suggests the improvement there of by analyzing the system. This research is organized into five sections. section one introduces its objectives. scope and mothodology. Section two provides the theory of human resource management on the kitchen of hotels. And section these analyzed about the factors of human resource management. Section four, suggests the alternatives of the improvement on human resource management, section Five describes the conclusion of this thesis. Today, importance of human resource is viewed multipoint aspects in relation to efficiency of organization and interrelationship of employee, especially the arrangement of human resource is fairly handle and allocation of the human resource and personal appraisal. On the other hand, human resource managers have to be responsible for the cost control and customer's attraction by developing human resources. In order to advance human resource management on kitchen of hotels, following alternatives are considered with efficiency of management and interrelation of employee. The first, the manager of hotels has to consider the passive support of development of human resource. The second, the manager of hotels should develop the various training program for the extonsive ability of employee. The third, in order to improvement of human resource management, manager should establish the system for human resource management view of efficiency and employee's interrelationship.

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Digital Human Modeling for Human-centered CAD System (인간 친화적 설계 시스템을 위한 디지털 인체 모델 구성 연구)

  • Jung, Moon-Ki;Lee, Kun-Woo;Cho, Hyun-Deok;Kim, Tae-Woo;Yanzhao, Ma;Lee, Sang-Hun
    • Korean Journal of Computational Design and Engineering
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    • v.12 no.6
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    • pp.429-440
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    • 2007
  • The purpose of this research is to develop the Human-centered CAD system in which human factors can be considered during the design stage. For this system there are several issues to research, like the digital human modeling technology, the definition of interactions between human and product, the simulation of human motion when using the product, and the bio-mechanical analysis of human, etc. This paper introduces how to construct the kinematical structure of the digital human model. For our digital human model H-ANIM, the international specification of humanoid animation is referenced. And we added the skeleton geometry and the skin surfaces to our model. And it can manipulate its joints by forward kinematics. Also the IKAN inverse kinematics algorithm is adopted to support the posture prediction of the digital human model in the product environment. All of these ideas are implemented using CAD API so that we can apply these functions to the current commercial CAD systems. In this manner, the human factor issues can be effectively taken into account at the early design phase and the costs of bio-mechanical evaluation will be significantly reduced.

A study for finding human non-habitual behavior in daily life

  • Shimada, Yasuyuki;Matsumoto, Tsutomu;Kawaji, Shigeyasu
    • 제어로봇시스템학회:학술대회논문집
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    • pp.491-496
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    • 2003
  • This paper proposes modeling of human behavior and a method of finding irregular human behavior. At first, human behavior model is proposed by paying attention to habitual human behavior at home. Generally, it is difficult to obtain the information of individual life pattern because of high cost for setting sensors such as cameras to observe human action. Therefore we capture turning on/off consumer electronic equipments as actual human behavior action, where some or many consumer electric equipments were used such as television, room light, video and so on in our daily life. Noting that are some relations between turning on/off those consumer electric equipments and our action, we proposes how to construct a human behavior knowledge by analyzing human behavior based on observation of human habitual life. Also an algorithm to identify on find irregular behavior different from habitual life behavior are described. Finally, the significance of the proposed method is shown by some experimental results.

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