People and Organizations Explorations of Human-Centered Design

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ISBN: 9780470099049 | 0470099046
Cover: Hardcover
Copyright: 6/29/2007

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This book is about people who operate, maintain, design, research, and manage complex systems, ranging from air traffic control systems, process control plants and manufacturing facilities to industrial enterprises, government agencies and universities. The focus is on the nature of the work these types of people perform, as well as the human abilities and limitations that usually enable and sometimes hinder their work. In particular, this book addresses how to best enhance abilities and overcome limitations, as well as foster acceptance of the means to these ends.

Preface	p. xvii
The Author	p. xix
The Path of Serendipity	p. 1
Early Serendipity	p. 2
Role of Serendipity	p. 3
Human-Centered Design	p. 5
Design Objectives	p. 6
Design Framework	p. 6
Design for Success	p. 8
Overview of Book	p. 9
Human Abilities	p. 10
Human Limitations	p. 12
Supporting Humans	p. 12
Levels of Understanding	p. 14
Serendipity Revisited	p. 15
References	p. 19
Estimation, Mental Models, and Teams	p. 21
Predictor Displays for Air Traffic	p. 22
Sources of Suboptimal Prediction	p. 24
Atmospheric Physics	p. 28
Stochastic Estimation Tasks	p. 29
Mental Models	p. 30
Fundamental Limits	p. 34
Groups and Teams	p. 38
Group Decision Making	p. 38
Aegis Team Training	p. 40
Performing Arts Teams	p. 43
Conclusions	p. 47
References	p. 47
Processes, Networks, and Demands	p. 51
Introduction	p. 51
Processes	p. 52
Queueing Processes	p. 53
Causes of Waiting	p. 54
Staffing Information Desks	p. 55
Selecting Acquisition Sources	p. 56
Allocating Resources Across Processes	p. 58
Networks	p. 60
Impact of Technology	p. 63
Data Collection	p. 64
Case Studies	p. 66
Libraries as Networks	p. 68
Summary	p. 69
Forecasting Demands	p. 69
Conclusions	p. 72
References	p. 73
Tasks, Errors, and Automation	p. 77
Introduction	p. 77
Multi-Tasking Decision Making	p. 77
Adaptive Aiding	p. 78
Detecting Attention Allocation	p. 79
Queueing Model of Multi-Task Performance	p. 80
Optimal Control Model of Multi-Task Performance	p. 82
Human-Computer Interaction in Dynamic Systems	p. 83
Adaptive Aiding Revisited	p. 84
Framework for Design	p. 86
Human Error	p. 91
Studies of Human Error	p. 91
Error Tolerant Systems	p. 95
Intelligent Interfaces	p. 98
Electronic Checklists	p. 98
Pilot's Associate	p. 100
Conclusions	p. 105
References	p. 106
Failures, Detection, and Diagnosis	p. 109
Introduction	p. 109
Detection and Diagnosis Performance	p. 111
Context-Free Simulations	p. 111
Network Size, Pacing, Aiding, and Training	p. 112
Feedback and Redundancy	p. 114
Complexity	p. 116
Context-Specific Simulation	p. 118
Cognitive Style	p. 121
Measures of Performance	p. 122
Summary of Experiments	p. 122
Dynamic Process Plants	p. 124
Large-Scale Dynamic Networks	p. 130
Human Abilities, Limitations, and Inclinations	p. 134
Models of Detection and Diagnosis	p. 135
Initial Fuzzy Set Model	p. 136
Initial Rule-Based Model	p. 137
Fuzzy Rule-Based Model	p. 139
Rule-Based Model for Dynamic Processes	p. 140
Modeling Failure Detection	p. 142
Summary of Models	p. 143
Training and Aiding	p. 145
Training	p. 145
Aiding	p. 148
Summary	p. 149
Conclusions	p. 149
References	p. 150
Displays, Controls, Aiding, and Training	p. 155
Introduction	p. 155
Systems Engineering	p. 156
Human and Organizational Aspects	p. 157
Cost/Benefit Analysis	p. 158
Modeling Human Behavior and Performance	p. 165
Modeling Mental Workload	p. 167
System Design	p. 169
Human/Machine Interaction	p. 170
Displays and Controls	p. 172
Design of Aiding	p. 174
Design of Training	p. 179
Training vs. Aiding Tradeoffs	p. 180
Design Evaluation	p. 182
Process Control and Manufacturing	p. 185
Conclusions	p. 189
References	p. 190
Information, Knowledge, and Decision Making	p. 197
Introduction	p. 197
Information and Knowledge	p. 201
R&D Decision Making	p. 205
Design Decision Making	p. 207
Environment of Design	p. 209
Design Challenges	p. 210
Design Methods and Tools	p. 211
Implications for Support	p. 211
Management Decision Making	p. 212
Strategic Management Tools	p. 214
Online Management Services	p. 218
Information and Knowledge Support	p. 220
Conclusions	p. 224
References	p. 225
Products, Systems, and Services	p. 229
Introduction	p. 229
Market and Product Models	p. 230
Multi-Attribute Models	p. 232
Utility Theory Models	p. 232
Quality Function Deployment	p. 235
Summary	p. 236
Product Planning Advisor	p. 237
Using the Product Planning Advisor	p. 239
Usage Guidelines	p. 239
Problem Representation	p. 242
Interpreting Results	p. 243
Typical Users of PPA	p. 245
Case Stories	p. 246
Conclusion	p. 248
Facilitating Product Planning	p. 248
Objections and Responses	p. 249
Elements of Facilitation	p. 251
Summary	p. 252
Conclusions	p. 252
References	p. 253
Invention, Innovation, and Options	p. 257
Introduction	p. 257
Invention vs. Innovation	p. 257
Technology and Innovation	p. 258
Overview	p. 260
Purpose of R&D	p. 260
Multi-Stage Decision Processes	p. 261
Discounted Cash Flow	p. 263
Technology Options	p. 265
Option Pricing Models	p. 268
Framing Options	p. 268
Estimating Input Data	p. 268
Calculating Option Values	p. 269
Performing Sensitivity Analyses	p. 270
Example Calculations	p. 270
Technology Investment Advisor	p. 271
Case Stories	p. 274
Limitations and Extensions	p. 276
Value Streams and Networks	p. 278
R&D World	p. 282
Value-Centered R&D	p. 285
Characterizing Value	p. 285
Assessing Value	p. 290
Managing Value	p. 291
Organizing for Value	p. 297
Summary	p. 302
Technology Adoption	p. 302
Conclusions	p. 303
References	p. 304
Challenges, Situations, and Change	p. 311
Introduction	p. 311
Essential Challenges	p. 312
Situations and Stories	p. 316
Common Business Situations	p. 317
Situation Assessment Advisor	p. 326
Understanding Change	p. 328
Organizational Delusions	p. 330
Need-Beliefs-Perceptions	p. 334
Summary	p. 335
Organizational Simulation	p. 337
Architecture of Organizational Simulation	p. 338
Implications for Strategic Management	p. 340
Applications of Organizational Simulation	p. 343
Conclusions	p. 344
References	p. 345
Value, Work, and Transformation	p. 351
Introduction	p. 351
Defining Transformation	p. 353
Role of Theory	p. 354
Context of Transformation	p. 355
Modeling the Enterprise	p. 357
A Theory of Enterprise Transformation	p. 360
Value Deficiencies Drive Transformation	p. 360
Work Processes Enable Transformation	p. 361
Allocation of Attention and Resources	p. 363
Management Decision Making	p. 363
Social Networks	p. 365
Transformation Processes	p. 365
Summary of Theory	p. 366
Ends, Means and Scope of Transformation	p. 367
Value Deficiencies Drive Transformation	p. 368
Work Processes Enable Transformation	p. 369
Illustrations of Transformation	p. 371
Transportation	p. 371
Computing	p. 373
Contemporary Illustrations	p. 375
Conclusions	p. 380
Implications for Research	p. 380
Transformation Methods and Tools	p. 381
Emerging Enterprise Technologies	p. 382
Organizational Simulation	p. 383
Investment Valuation	p. 384
Organizational Culture and Change	p. 385
Best Practices Research	p. 386
Summary	p. 387
Experiences from Practice	p. 389
Search Technology	p. 389
Georgia Tech	p. 391
Transforming Decision Making	p. 395
Conclusions	p. 395
References	p. 398
People, Organizations, and Serendipity	p. 407
Introduction	p. 407
Human-Centered Design	p. 408
Role of Serendipity	p. 408
Intersecting Perspectives	p. 409
Crossroads of Serendipity	p. 410
Current Crossroads	p. 411
The Legacy of Bologna	p. 412
Prospects for Academia	p. 413
Implications for a Flat World	p. 414
References	p. 416
Index	p. 419
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