Human error analysis in time-critical packing scenarios
Koponen, Jenna (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025051210863
https://urn.fi/URN:NBN:fi:amk-2025051210863
Tiivistelmä
Errors in airline catering can significantly impact operational efficiency, food safety and passenger satisfaction. This study aims to investigate the root causes of errors in the packing phase of airline catering and explore strategies to reduce errors. Through the help of Cognitive Load Theory, the Swiss Cheese Model, and the Stress and Performance Model, the research examines how system vulnerabilities, as well as psychological and physiological factors, contribute to errors.
This thesis is commissioned by the catering sector of a well-known full-service carrier. The choice to remain anonymous is to protect the privacy of the company and its employees.
A mixed method approach is used to conduct this research, through both a survey distributed to employees of the packing sector of the airline catering business, as well as data provided by the commissioning company to observe error patterns. The analysis of the quantitative data gathered during the research phase is then examined through the perspective of Cognitive Load Theory, the Swiss Cheese Model, and the Stress and Performance Model, which provides a deeper understanding of cognitive functions and how it affects performance in time-critical packing scenarios.
The findings of this study highlight several key factors influencing errors in the packing phase of airline catering. Active and latent failures in the form of workload-induced fatigue and systemic weaknesses, as well as psychological and physiological factors, contributes to cognitive overload and leads to the decline of employee performance, thus increasing the number of errors. Through these findings, interventions which are able to reduce human error in order to improve packing accuracy can be derived for the commissioning company.
This thesis is commissioned by the catering sector of a well-known full-service carrier. The choice to remain anonymous is to protect the privacy of the company and its employees.
A mixed method approach is used to conduct this research, through both a survey distributed to employees of the packing sector of the airline catering business, as well as data provided by the commissioning company to observe error patterns. The analysis of the quantitative data gathered during the research phase is then examined through the perspective of Cognitive Load Theory, the Swiss Cheese Model, and the Stress and Performance Model, which provides a deeper understanding of cognitive functions and how it affects performance in time-critical packing scenarios.
The findings of this study highlight several key factors influencing errors in the packing phase of airline catering. Active and latent failures in the form of workload-induced fatigue and systemic weaknesses, as well as psychological and physiological factors, contributes to cognitive overload and leads to the decline of employee performance, thus increasing the number of errors. Through these findings, interventions which are able to reduce human error in order to improve packing accuracy can be derived for the commissioning company.