Artículos
Publicado 2020-09-12
Palabras clave
- error humano,
- ergonomía,
- cadena de suministro,
- transporte de carga terrestre
Cómo citar
Saavedra-Robinson, L., Páez-Sarmiento, S., & Ramírez, J. F. (2020). Cuantificación del error humano en la cadena de suministro: caso de estudio en los servicios de transporte terrestre. Revista UIS Ingenierías, 19(4), 287–300. https://doi.org/10.18273/revuin.v19n4-2020024
Derechos de autor 2020 Revista UIS Ingenierías
Esta obra está bajo una licencia internacional Creative Commons Atribución-SinDerivadas 4.0.
Resumen
Esta investigación presenta un acercamiento desde la ergonomía cognitiva en la determinación del error humano en el sector logístico, particularmente para el caso del transporte terrestre de carga. Para ello se aplicaron los métodos de Systematic Human Error Reduction and Prediction Approach – SHERPA y Success Likelihood Index Method – SLIM en tres empresas participantes del estudio. Se identificaron errores en la generación del costo del servicio (T1), en el ingreso de datos del servicio (T2), en la notificación a los clientes de las novedades del servicio (T3) y en la preparación de la documentación para los conductores (T4). Se cuantificaron los errores cuya probabilidad de ocurrencia oscilaron entre un 24,8% y 34,2%. Se determinó la fiabilidad de cada error como un sistema independiente, en cuyo caso el resultado arrojado para las tareas T1, T2 y T3 fue del 80% y del 75% para T4.
Descargas
Los datos de descargas todavía no están disponibles.
Referencias
[1] Min. de Transporte, “Transporte en Cifras Estadísticas,” Bogotá, 2018.
[2] D. Wiegmann, T. Faaborg, A. Boquet, C. Detwiler, K. Holcomb, S. Shappell, “Human Error and General Aviation Accidents: A Comprehensive, Fine-Grained Analysis Using HFACS”, Office of Aerospace Medicine, Washington, DC, USA, 20591 DOT/FAA/AM-05/24, 2005.
[3] A. Noroozi, N. Khakzad, F. Khan, S. MacKinnon, R. Abbassi, “The role of human error in risk analysis: Application to pre- and post-maintenance procedures of process facilities”, Reliab. Eng. Syst. Saf., vol. 119, pp. 251-258, nov. 2013, doi: 10.1016/j.ress.2013.06.038
[4] A. J. Erjavac, R. Iammartino, J. M. Fossaceca, “Evaluation of preconditions affecting symptomatic human error in general aviation and air carrier aviation accidents”, Reliab. Eng. Syst. Saf., vol. 178, pp. 156-163, oct. 2018, doi: 10.1016/j.ress.2018.05.021
[5] P. K. Dewa, I. N. Pujawan, I. Vanany, “Human errors in warehouse operations: an improvement model”, Int. J. Logist. Syst. Manag., vol. 27, no. 3, pp. 298-317, ene. 2017.
[6] I. Giusti, E. M. Cepolina, E. Cangialosi, D. Aquaro, G. Caroti, y A. Piemonte, “Mitigation of human error consequences in general cargo handler logistics: Impact of RFID implementation”, Comput. Ind. Eng., vol. 137, pp. 106038, nov. 2019, doi: 10.1016/j.cie.2019.106038
[7] M. D. Arango Serna, S. Ruiz Moreno, L. F. Ortiz Vásquez, J. A. Zapata Cortes, “Indicadores de desempeño para empresas del sector logístico: Un enfoque desde el transporte de carga terrestre”, Ingeniare. Revista chilena de ingeniería, vol. 25, pp. 707-720, 2017, doi: 10.4067/S0718-33052017000400707
[8] M. C. Gómez, G. A. Aragón, M. J. Moschner, “Servicio Logístico al Cliente Generador de Ventajas Competitivas Ingeniería y competitividad”, Rev. científica y tecnológica, vol. 1, no. 2, 1998, doi: 10.25100/iyc.v1i2.2355
[9] Y. A. Báez, M. A. Rodríguez, E. J. De la Vega, D. A. Tlapa, “Factores que influyen en el error humano de los trabajadores en líneas de montaje manual”, Información tecnológica , vol. 24, pp. 67-78, 2013, doi: 10.4067/S0718-07642013000600010
[10] K. Jeong et al., “Risk assessment on abnormal accidents from human errors during decommissioning of nuclear facilities”, Ann. Nucl. Energy, vol. 87, pp. 1-6, ene. 2016, doi: 10.1016/j.anucene.2015.08.009
[11] H. Kharoufah, J. Murray, G. Baxter, G. Wild, “A review of human factors causations in commercial air transport accidents and incidents: From to 2000–2016”, Prog. Aerosp. Sci., vol. 99, pp. 1-13, may 2018, doi: 10.1016/j.paerosci.2018.03.002
[12] P. Antão, C. G. Soares, “Analysis of the influence of human errors on the occurrence of coastal ship accidents in different wave conditions using Bayesian Belief Networks”, Accid. Anal. Prev., vol. 133, pp. 105262, dic. 2019, doi: 10.1016/j.aap.2019.105262
[13] I. C. Gemelos, N. P. Ventikos, “Accidents in Greek Coastal Shipping:Human Factor and Old Ships…or maybe Small Ships?,” en International Symposium on Maritime Safety, Security and Environmental Protection, 2007.
[14] W. Wang, X. Liu, Y. Qin, “A modified HEART method with FANP for human error assessment in high-speed railway dispatching tasks”, Int. J. Ind. Ergon., vol. 67, pp. 242-258, sep. 2018, doi: 10.1016/j.ergon.2018.06.002
[15] R. Lane, N. A. Stanton, D. Harrison, “Applying hierarchical task analysis to medication administration errors”, Appl. Ergon., vol. 37, no. 5, pp. 669-679, sep. 2006, doi: 10.1016/j.apergo.2005.08.001
[16] P. M. Salmon, M. G. Lenné, N. A. Stanton, D. P. Jenkins, G. H. Walker, “Managing error on the open road: The contribution of human error models and methods”, Saf. Sci., vol. 48, no. 10, pp. 1225-1235, Dec. 2010, doi: 10.1016/j.ssci.2010.04.004
[17] S. Miranda, S. Riemma, R. Iannone, V. Di Pasquale, "An Overview of Human Reliability Analysis Techniques in Manufacturing Operations". Ed. Rijeka, Croacia: IntechOpen, 2013, pp. 221, doi: 10.5772 / 55065
[18] E. H. Grosse, C. H. Glock, M. Y. Jaber, “The effect of worker learning and forgetting on storage reassignment decisions in order picking systems”, Comput. Ind. Eng., vol. 66, no. 4, pp. 653-662, dic. 2013, doi: 10.1016/j.cie.2013.09.013
[19] D. Battini, M. Calzavara, A. Persona, F. Sgarbossa, “A comparative analysis of different paperless picking systems,” Ind. Manag. Data Syst., vol. 115, no. 3, pp. 483-503, 2015.
[20] E. H. Grosse, C. H. Glock, W. P. Neumann, “Human factors in order picking: a content analysis of the literature”, Int. J. Prod. Res., vol. 55, no. 5, pp. 1260-1276, mar. 2017, doi: 10.1080/00207543.2016.1186296
[21] S. M. Berger, T. D. Ludwig, “Reducing Warehouse Employee Errors Using Voice-Assisted Technology That Provided Immediate Feedback”, J. Organ. Behav. Manage., vol. 27, no. 1, pp. 1-31, jun. 2007, doi: 10.1300/J075v27n01_01
[22] A. Maniram Kumar, S. Rajakarunakaran, V. Arumuga Prabhu, “Application of Fuzzy HEART and expert elicitation for quantifying human error probabilities in LPG refuelling station”, J. Loss Prev. Process Ind., vol. 48, pp. 186-198, jul. 2017, doi: 10.1016/j.jlp.2017.04.021
[23] S. Mandal, K. Singh, R. K. Behera, S. K. Sahu, N. Raj, J. Maiti, “Human error identification and risk prioritization in overhead crane operations using HTA, SHERPA and fuzzy VIKOR method”, Expert Syst. Appl., vol. 42, no. 20, pp. 7195-7206, nov. 2015, doi: 10.1016/j.eswa.2015.05.033
[24] B. Kirwan, “Human error identification in human reliability assessment. Part 2: Detailed comparison of techniques”, Appl. Ergon., vol. 23, no. 6, pp. 371-381, dec. 1992, doi: 10.1016/0003-6870(92)90368-6
[25] C. Baber, N. A. Stanton, “Human error identification techniques applied to public technology: predictions compared with observed use”, Appl. Ergon., vol. 27, no. 2, pp. 119-131, abr. 1996, doi: 10.1016/0003-6870(95)00067-4
[26] N. A. Stanton, S. V Stevenage, “Learning to predict human error: issues of acceptability, reliability and validity”, Ergonomics, vol. 41, no. 11, pp. 1737-1756, nov. 1998, doi: 10.1080/001401398186162
[27] P. Joice, G. Hanna, A. Cuschieri, “Errors enacted during endoscopic surgery—a human reliability analysis”, Appl. Ergon., vol. 29, no. 6, pp. 409-414, dic. 1998, doi: 10.1016/S0003-6870(98)00016-7
[28] D. Harris, N. A. Stanton, A. Marshall, M. S. Young, J. Demagalski, P. Salmon, “Using SHERPA to predict design-induced error on the flight deck”, Aerosp. Sci. Technol., vol. 9, no. 6, pp. 525-532, sep. 2005, doi: 10.1016/j.ast.2005.04.002
[29] J. Tu, Y. Lou, “A SLIM based methodology for human reliability analysis of lifting operations”, en Proceedings 2013 International Conference on Mechatronic Sciences, Electric Engineering and Computer (MEC), 2013, pp. 322-325.
[30] K. S. Park, J. in Lee, “A new method for estimating human error probabilities: AHP–SLIM”, Reliab. Eng. Syst. Saf., vol. 93, no. 4, pp. 578-587, abr. 2008, 10.1016/j.ress.2007.02.003
[31] L. Cruz, L. Jiménez, “Diseño de una metodología que integra la ergonomía cognitiva con el desempeño de los procesos logísticos de empresas de servicios”, trabajo de grado, Pontificia Universidad Javeriana, 2013.
[32] J. Rasmussen, “Human error and the problem of causality in analysis of accidents.”, Philos. Trans. R. Soc. Lond. B. Biol. Sci., vol. 327, no. 1241, pp. 442-449, abr. 1990, doi: 10.1098/rstb.1990.0088
[33] J. M. Ruiz-Moreno, H. M. Trujillo, “Modelos para la evaluación del error humano en estudios de fiabilidad de sistemas”, An. Psicol., vol. 28, no. 3, pp. 963-977, 2012, doi: 10.6018/analesps.28.3.148941
[34] R. Islam, H. Yu, R. Abbassi, V. Garaniya, F. Khan, “Development of a monograph for human error likelihood assessment in marine operations”, Saf. Sci., vol. 91, pp. 33-39, ene. 2017, doi: 10.1016/j.ssci.2016.07.008
[2] D. Wiegmann, T. Faaborg, A. Boquet, C. Detwiler, K. Holcomb, S. Shappell, “Human Error and General Aviation Accidents: A Comprehensive, Fine-Grained Analysis Using HFACS”, Office of Aerospace Medicine, Washington, DC, USA, 20591 DOT/FAA/AM-05/24, 2005.
[3] A. Noroozi, N. Khakzad, F. Khan, S. MacKinnon, R. Abbassi, “The role of human error in risk analysis: Application to pre- and post-maintenance procedures of process facilities”, Reliab. Eng. Syst. Saf., vol. 119, pp. 251-258, nov. 2013, doi: 10.1016/j.ress.2013.06.038
[4] A. J. Erjavac, R. Iammartino, J. M. Fossaceca, “Evaluation of preconditions affecting symptomatic human error in general aviation and air carrier aviation accidents”, Reliab. Eng. Syst. Saf., vol. 178, pp. 156-163, oct. 2018, doi: 10.1016/j.ress.2018.05.021
[5] P. K. Dewa, I. N. Pujawan, I. Vanany, “Human errors in warehouse operations: an improvement model”, Int. J. Logist. Syst. Manag., vol. 27, no. 3, pp. 298-317, ene. 2017.
[6] I. Giusti, E. M. Cepolina, E. Cangialosi, D. Aquaro, G. Caroti, y A. Piemonte, “Mitigation of human error consequences in general cargo handler logistics: Impact of RFID implementation”, Comput. Ind. Eng., vol. 137, pp. 106038, nov. 2019, doi: 10.1016/j.cie.2019.106038
[7] M. D. Arango Serna, S. Ruiz Moreno, L. F. Ortiz Vásquez, J. A. Zapata Cortes, “Indicadores de desempeño para empresas del sector logístico: Un enfoque desde el transporte de carga terrestre”, Ingeniare. Revista chilena de ingeniería, vol. 25, pp. 707-720, 2017, doi: 10.4067/S0718-33052017000400707
[8] M. C. Gómez, G. A. Aragón, M. J. Moschner, “Servicio Logístico al Cliente Generador de Ventajas Competitivas Ingeniería y competitividad”, Rev. científica y tecnológica, vol. 1, no. 2, 1998, doi: 10.25100/iyc.v1i2.2355
[9] Y. A. Báez, M. A. Rodríguez, E. J. De la Vega, D. A. Tlapa, “Factores que influyen en el error humano de los trabajadores en líneas de montaje manual”, Información tecnológica , vol. 24, pp. 67-78, 2013, doi: 10.4067/S0718-07642013000600010
[10] K. Jeong et al., “Risk assessment on abnormal accidents from human errors during decommissioning of nuclear facilities”, Ann. Nucl. Energy, vol. 87, pp. 1-6, ene. 2016, doi: 10.1016/j.anucene.2015.08.009
[11] H. Kharoufah, J. Murray, G. Baxter, G. Wild, “A review of human factors causations in commercial air transport accidents and incidents: From to 2000–2016”, Prog. Aerosp. Sci., vol. 99, pp. 1-13, may 2018, doi: 10.1016/j.paerosci.2018.03.002
[12] P. Antão, C. G. Soares, “Analysis of the influence of human errors on the occurrence of coastal ship accidents in different wave conditions using Bayesian Belief Networks”, Accid. Anal. Prev., vol. 133, pp. 105262, dic. 2019, doi: 10.1016/j.aap.2019.105262
[13] I. C. Gemelos, N. P. Ventikos, “Accidents in Greek Coastal Shipping:Human Factor and Old Ships…or maybe Small Ships?,” en International Symposium on Maritime Safety, Security and Environmental Protection, 2007.
[14] W. Wang, X. Liu, Y. Qin, “A modified HEART method with FANP for human error assessment in high-speed railway dispatching tasks”, Int. J. Ind. Ergon., vol. 67, pp. 242-258, sep. 2018, doi: 10.1016/j.ergon.2018.06.002
[15] R. Lane, N. A. Stanton, D. Harrison, “Applying hierarchical task analysis to medication administration errors”, Appl. Ergon., vol. 37, no. 5, pp. 669-679, sep. 2006, doi: 10.1016/j.apergo.2005.08.001
[16] P. M. Salmon, M. G. Lenné, N. A. Stanton, D. P. Jenkins, G. H. Walker, “Managing error on the open road: The contribution of human error models and methods”, Saf. Sci., vol. 48, no. 10, pp. 1225-1235, Dec. 2010, doi: 10.1016/j.ssci.2010.04.004
[17] S. Miranda, S. Riemma, R. Iannone, V. Di Pasquale, "An Overview of Human Reliability Analysis Techniques in Manufacturing Operations". Ed. Rijeka, Croacia: IntechOpen, 2013, pp. 221, doi: 10.5772 / 55065
[18] E. H. Grosse, C. H. Glock, M. Y. Jaber, “The effect of worker learning and forgetting on storage reassignment decisions in order picking systems”, Comput. Ind. Eng., vol. 66, no. 4, pp. 653-662, dic. 2013, doi: 10.1016/j.cie.2013.09.013
[19] D. Battini, M. Calzavara, A. Persona, F. Sgarbossa, “A comparative analysis of different paperless picking systems,” Ind. Manag. Data Syst., vol. 115, no. 3, pp. 483-503, 2015.
[20] E. H. Grosse, C. H. Glock, W. P. Neumann, “Human factors in order picking: a content analysis of the literature”, Int. J. Prod. Res., vol. 55, no. 5, pp. 1260-1276, mar. 2017, doi: 10.1080/00207543.2016.1186296
[21] S. M. Berger, T. D. Ludwig, “Reducing Warehouse Employee Errors Using Voice-Assisted Technology That Provided Immediate Feedback”, J. Organ. Behav. Manage., vol. 27, no. 1, pp. 1-31, jun. 2007, doi: 10.1300/J075v27n01_01
[22] A. Maniram Kumar, S. Rajakarunakaran, V. Arumuga Prabhu, “Application of Fuzzy HEART and expert elicitation for quantifying human error probabilities in LPG refuelling station”, J. Loss Prev. Process Ind., vol. 48, pp. 186-198, jul. 2017, doi: 10.1016/j.jlp.2017.04.021
[23] S. Mandal, K. Singh, R. K. Behera, S. K. Sahu, N. Raj, J. Maiti, “Human error identification and risk prioritization in overhead crane operations using HTA, SHERPA and fuzzy VIKOR method”, Expert Syst. Appl., vol. 42, no. 20, pp. 7195-7206, nov. 2015, doi: 10.1016/j.eswa.2015.05.033
[24] B. Kirwan, “Human error identification in human reliability assessment. Part 2: Detailed comparison of techniques”, Appl. Ergon., vol. 23, no. 6, pp. 371-381, dec. 1992, doi: 10.1016/0003-6870(92)90368-6
[25] C. Baber, N. A. Stanton, “Human error identification techniques applied to public technology: predictions compared with observed use”, Appl. Ergon., vol. 27, no. 2, pp. 119-131, abr. 1996, doi: 10.1016/0003-6870(95)00067-4
[26] N. A. Stanton, S. V Stevenage, “Learning to predict human error: issues of acceptability, reliability and validity”, Ergonomics, vol. 41, no. 11, pp. 1737-1756, nov. 1998, doi: 10.1080/001401398186162
[27] P. Joice, G. Hanna, A. Cuschieri, “Errors enacted during endoscopic surgery—a human reliability analysis”, Appl. Ergon., vol. 29, no. 6, pp. 409-414, dic. 1998, doi: 10.1016/S0003-6870(98)00016-7
[28] D. Harris, N. A. Stanton, A. Marshall, M. S. Young, J. Demagalski, P. Salmon, “Using SHERPA to predict design-induced error on the flight deck”, Aerosp. Sci. Technol., vol. 9, no. 6, pp. 525-532, sep. 2005, doi: 10.1016/j.ast.2005.04.002
[29] J. Tu, Y. Lou, “A SLIM based methodology for human reliability analysis of lifting operations”, en Proceedings 2013 International Conference on Mechatronic Sciences, Electric Engineering and Computer (MEC), 2013, pp. 322-325.
[30] K. S. Park, J. in Lee, “A new method for estimating human error probabilities: AHP–SLIM”, Reliab. Eng. Syst. Saf., vol. 93, no. 4, pp. 578-587, abr. 2008, 10.1016/j.ress.2007.02.003
[31] L. Cruz, L. Jiménez, “Diseño de una metodología que integra la ergonomía cognitiva con el desempeño de los procesos logísticos de empresas de servicios”, trabajo de grado, Pontificia Universidad Javeriana, 2013.
[32] J. Rasmussen, “Human error and the problem of causality in analysis of accidents.”, Philos. Trans. R. Soc. Lond. B. Biol. Sci., vol. 327, no. 1241, pp. 442-449, abr. 1990, doi: 10.1098/rstb.1990.0088
[33] J. M. Ruiz-Moreno, H. M. Trujillo, “Modelos para la evaluación del error humano en estudios de fiabilidad de sistemas”, An. Psicol., vol. 28, no. 3, pp. 963-977, 2012, doi: 10.6018/analesps.28.3.148941
[34] R. Islam, H. Yu, R. Abbassi, V. Garaniya, F. Khan, “Development of a monograph for human error likelihood assessment in marine operations”, Saf. Sci., vol. 91, pp. 33-39, ene. 2017, doi: 10.1016/j.ssci.2016.07.008