Minimum Health Management Standards 4 — Human Factors

Minimum Health Management Standards #4 - Human Factors Engineering in New Projects 1/39 Human Factors Engineering in New Projects MHMS - 4

Outline • Minimum Health Management Standards (MHMS) • Introduction to Human Factors Engineering (HFE) • Why HFE & Benefits • Definition of Standard • Achievement Criteria • Tools & Techniques • Competences Required • Are you compliant? • What you need to do 2/39 Human Factors Engineering in New Projects MHMS - 4

MHMS • Seven Minimum Health Management Standards (MHMS) have been developed to set down the minimum requirements for the management of health and Human Factors Engineering in companies where Shell has operational control • Approved by the Group HSE Advisers Panel and HSE Council • Discussed and agreed with the Executive Committees of the major Businesses • CMD has endorsed and issued them in July 2001 • Shell Businesses are expected to implement them fully by the end of 2003 • Progress will be monitored via the HSE Annual Letter • MHMS will be audited 3/39 Human Factors Engineering in New Projects MHMS - 4

MHMS • Formalise existing guidance - nothing really new • Set down the minimum requirements for the management of Health in companies where Shell has operational control • Compliance with national statutory requirements is mandatory for all aspects of health management. • Currently accepted scientific knowledge should be applied in interpreting MHMSs • Guidance documents listed in the attachment provide advice on good practice. Where a guidance document is referred to specifically, then it forms a part of that standard. Other documents provide more general guidance on good practice which, in some cases (such as those published by the OGP), may be more specific to certain Group Businesses. 4/39 Human Factors Engineering in New Projects MHMS - 4

MHMS There are seven MHMS 1. Health Risk Assessment 2. Monitoring of Health Performance and Incident Reporting and Investigation Focus 3. Impact Assessment 4. Human Factors Engineering in New Projects 5. Product Stewardship 6. Fitness to Work 7. Local Health Facilities and Medical Emergency Response 5/39 Human Factors Engineering in New Projects MHMS - 4

Human Factors Engineering (HFE) is a multidisciplinary field that considers the integrated knowledge of human capabilities, limitations and needs in the interaction between humans, technology and the working environment. – HFE Yellow Guide 2002 6/39 Human Factors Engineering in New Projects MHMS - 4

Objectives of HFE • To increase safety, comfort and performance within working environment • To prevent human errors/limit the consequences (reliability) • To enhance productivity by optimising human efforts (efficiency) • To improve usability of a system (productivity) • To incorporate user knowledge in the design of the system/product to satisfy the needs of the operating population (acceptability, marketability) 7/39 Human Factors Engineering in New Projects MHMS - 4

Human Machine Interaction 8/39 Human Factors Engineering in New Projects MHMS - 4

Human Machine Interaction Organisational Structure job design, communication, task Physical Environment (lighting, noise, thermal) Individual Constraints (age, size, training, skills, competence) Sensory Information Human Response Execution TASK Displays 9/39 Controls Output Input Machine MHMS - 4

Why Practice HFE? Business Case Conclusion pre start-up safety review Hycon (1988) “It has to be concluded that during engineering stage the opportunity could have been further exploited to optimise the design without increasing CAPEX in many cases. This refers particularly to the fields of operability, accessibility and maintainability. ” 10/39 Human Factors Engineering in New Projects MHMS - 4

Why Practice HFE? Lessons learned RAYONG project (1996) “Basic concept not an operationally friendly machine” DCS system • DCS graphics were designed by main contractor with minor input of Operations at an early stage • too much information on screens • to go through 5 screens to get to an alarm • far too complex which complicates start up • alarms poorly specified • risk of panel men loosing confidence in system! 11/39 Human Factors Engineering in New Projects MHMS - 4

Why Practice HFE? - Not just in Operations Project management issues • > 60 % of bottlenecks identified during D & E Model review sessions are related to poor Operability and Maintainability • Redesign effort first 2 years after start up often related to solve operational and maintenance misfits as a result of insufficient input during Conceptual design 12/39 Human Factors Engineering in New Projects MHMS - 4

Why Practice HFE? Conclusions of ‘World Class’ Projects study 13/39 Human Factors Engineering in New Projects MHMS - 4

Why Practice HFE? Literature “Development HSE improvements in hardware design” Number of accidents/ incidents Technical measures were dominant Process safety measures were dominant Past 14/39 Present Human Factors Engineering in New Projects Human factors interface measures will become dominant Future MHMS - 4

Traditional Design Process • No balanced input of Process criteria versus Operations (Ops. ) and Maintenance (M) criteria during conceptual design • Limited input in conceptual design of future Ops. /M. tasks • Insufficient & ineffective input of “work floor” experience • Insufficient knowledge of EC re. OPS requirements • HMI specifications are insufficient ; no ‘risk driven’ • Lack of ‘change mgt. ’ approach in critical , i. e new designs Sub optimal design of operational & maintenance tasks Increase of project & life cycle costs 15/39 MHMS - 4

Benefits of HFE Benefit areas Usability & HF Engineering Relation to stakeholders Operability Shareholders & Clients Health Safety Maintenance Environment Efficiency Labour turnover Reliability Legislation Personnel Society Government Quantify and/or rank 16/39 MHMS - 4

Benefits of HFE Economic benefits Based on historical data (reviews/audits/PIR reports) and client feedback reports • Reduction CAPEX 0. 25% - 5% • Reduction engineering hrs. • Reduction re work: less rework, less late changes 1% - 10 % 1 % - 5% • Reduction project duration time up to 40 %* • reduced approval cycles • Reduction Ops. /Maintenance TCo. O 3 - 6 % per year * 40 % reduction only achieved once in a non-complex 2 story office building project 17/39 Human Factors Engineering in New Projects MHMS - 4

Rationale for HFE in IT Environment Factors driving repeat visits to web sites (% reason) 18/39 75 High quality content 66 Ease of use 58 Down load speed 54 Frequently up dated 14 Coupons and incentives 13 Favourite brands 12 Cutting edge technologies 11 Purchasing capabilities 10 Customised content 10 Chat and bulletin boards 6 Other Human Factors Engineering in New Projects Source: Forrester research 1999 MHMS - 4

Benefits of HFE Non-economical benefits • Improvement HSE/working conditions (H) • Improvement commitment end users (H) • Improvement of client “buy in” (H) • Improvement functional design; (H) • versus gold plated design • Improvement competence of project team (VH) re. Operational and maintenance requirements • Improvement communication Owner / Project team & EPC contractor (H) () impact ranking on issue from client feedback: 19/39 Human Factors Engineering in New Projects Low (L), Medium (M), High (H), Very High (VH) MHMS - 4

Benefits of HFE Critical Success Factors • Awareness of cost & benefits • CAPEX reduction & TCo. O commitment • Management commitment front end loading • Early availability of operational philosophy • Availability of resources • Front end user participation for realisation of product commitment • Competence project participants • Integration in Project QA system (Owner & EC!) • Multi-disciplinary dilemma handling • capture ‘work floor’ knowledge via FEEEM ® analysis process • Fit for purpose tools and procedures 20/39 Human Factors Engineering in New Projects MHMS - 4

Benefits of HFE • Reduction in Modification Costs • Reduction in Training costs and efforts • Improved ‘Acceptability’ of the System • Improved screen layout, readability and usability • Decreased information retrieval time • REDUCTION MIS OPERATION, MIS READING • Reduced reliance on support of ‘Help Desk’ and other colleagues • Effective use of IT resources • Improved working efficiency + reduction in working stress • Improved motivation • Awareness of benefits of User-Centred Design 21/39 MHMS - 4

Benefits of Usability Engineering • It is about 40 -100 times more expensive to fix problems in the maintenance phase of a programme than in the design phase (Boehm, B. W. , 1981 Software engineering economics New Jersey, Prentice Hall Inc. ) • Systems designed with usability engineering have typically reduced the time needed for training around 25 % (Landauer 1995) • Usability engineering has demonstrated reductions in the product development cycle by over 33 -50% (Bosert 1991) • Eighty percent of software life cycle costs occur after the product is released, in the maintenance phase; of that work 80% is due to unmet or unseen user requirements; only 20% of this is due to bugs or reliability problems ( Karat, C. 1993, Usability engineering in dollars and cents, IEEE Software) 22/39 Human Factors Engineering in New Projects MHMS - 4

Benefits of Usability Engineering • Around 63% of ICT projects exceed their cost estimates (Laderer, A. L. , 1992, Nine management guidelines for better cost estimating) The top four reasons are: • frequent requests for changes from users • overlooked tasks • user’s lack of understanding of their own requirements • insufficient user-analyst communication and understanding • A user centred design methodology will increase productivity by 25 % and increase quality by 30 %, incl. user satisfaction by 40% (Gartner Group 1992, Stanford, Connecticut, Rensink, H. J. T. 2000, SI HE The Hague) 23/39 Human Factors Engineering in New Projects MHMS - 4

Definition of Standard ‘Human factors engineering principles are to be considered and applied during the early design stage of new facilities projects where design can have a critical impact on equipment usability and user safety or health. ’ 24/39 Human Factors Engineering in New Projects MHMS - 4

Achievement Criteria 1. All new facilities projects are screened for minimum human factors engineering requirements as defined in the HFE YG. 2. Where the screening indicates that HFE input is necessary, the location or business applies the correct processes, tools and competencies at the correct stages of the project as defined in the HFE YG. 3. The recommendations have been discussed with management and action parties and target dates agreed. 25/39 Human Factors Engineering in New Projects MHMS - 4

Target Readership • Project teams – Project Managers – Process (and other Discipline) Engineers – Operations/Maintenance • HSE professionals • IT Designers • Retail Station Designers 26/39 Human Factors Engineering in New Projects MHMS - 4

Process and Tools • Introduction of 3 Decision Making Tools – HFE Focusing Tool – Work Systems Analysis Tool – Investment Justification Tool • Supports Project Teams – Project Managers – Operations/Maintenance 27/39 Human Factors Engineering in New Projects MHMS - 4

HFE Work System Analysis Tool ? Considers: – Work systems – Performance Factors – Mode of operations 28/39 To determine: – Level of HFE involvement – Based on project team experience – HFE Standards available • N=Normal; E=Emergency S=Shutdown/Start up Human Factors Engineering in New Projects MHMS - 4

Work System Analysis Tool 1. List the project work systems 2. Allocate an appropriate HFE level for each box 3. Define HFE scope 2 29/39 Human Factors Engineering in New Projects MHMS - 4

Investment Justification Tool • Tool for project managers • Decision making support tool on HFE recommendations • Considers economic and non economic (e. g. HSE aspects) benefits • Example demonstrated on next few slides 30/39 Human Factors Engineering in New Projects MHMS - 4

The Tools 1. Work Systems Analysis Tool - Define HFE scope for Project - Appendix 1 in the Yellow Guide 2. Investment Justification Tool – Decision making tool for Project Managers – Appendix 2 in the Yellow Guide 3. HFE Competence Screening Tool - Ensures correct people are on the job 31/39 Human Factors Engineering in New Projects MHMS - 4

Competences HFE Activity Level Required Competence Responsible Action Party 1 Awareness Project Team 2 Specs. & standards + review Working Knowledge HFE Focal Point 3 32/39 Apply specs. & standards HFE Analysis Skilled/ Mastery HFE Professional Human Factors Engineering in New Projects MHMS - 4

Competence Framework Awareness (can discuss) • Familiar with HFE YG – Understand HFE concepts, principles, language – Where and how HFE YG applies to projects – Know the HFE Process (phases and timing) – Know how to use the HFE Tools 33/39 • Experience in Projects • Compliant with discipline competence levels Human Factors Engineering in New Projects MHMS - 4

Competence Framework Working Knowledge (can do) • Carry out HFE Reviews – Ensure standards were properly applied – Make recommendations based on HFE principles – Recognise where HFE can benefit project – Support Project Team from HFE standpoint • OU level staff (typically involved in projects) • Experienced in own engineering discipline 34/39 Human Factors Engineering in New Projects MHMS - 4

Competence Framework Skilled / Mastery (can teach) • Competence HFE professional – Consulted by OU for all Level 3 activities – Use HFE WSA Tool to initiate scope discussions • Systematically captures user requirements • Delivers HFE Recommendations • Identifies future HFE scope with respect to organisational issues and other barriers to successful HFE implementation 35/39 Human Factors Engineering in New Projects MHMS - 4

Process New Facilities Project? Work Systems Analysis HFE Scope HFE Competence (for Contractor) HFE Analysis and Recommendations User Centred Design 36/39 Human Factors Engineering in New Projects MHMS - 4

Are you Compliant? • • Ready to use Yellow Guide Check you procedures against section 3 Review the Achievement Criteria Where do you stand? 37/39 Human Factors Engineering in New Projects MHMS - 4

What do I do? If Compliant • Ensure that all projects are adhering to the process and not just the ‘big’ ones • Assess current HFE activities, look for improvements • Look for opportunities to improve your project / design procedure 38/39 If NOT Compliant • Train project personnel • Incorporate the Tools into project procedure • Consult HFE professionals for support Human Factors Engineering in New Projects MHMS - 4

Good Luck. . . and don’t forget the HFE Principles when partaking in challenging projects 39/39 Human Factors Engineering in New Projects MHMS - 4