FAILURE, UNCERTAINTY AND CONTROL: THE ROLE OF OPERATORS IN A COMPUTER INTEGRATED PRODUCTION SYSTEM

The results demonstrate that the process operators required considerable skill, knowledge, experience and training to deal with process faults, cope with contingencies, and to control the process effectively.

Abstract

ABSTRACT This article presents the findings of a case study which analyzed how new electronics and computing technology affected the role of process operators in a continuous process plant manufacturing pigments in Scotland. the first stage of the research was a participant observation study of the site over two years. Three years later, production managers and operators were interviewed, and an observation study was carried out over one full shift in the plant studied. the results demonstrate that the process operators required considerable skill, knowledge, experience and training to deal with process faults, cope with contingencies, and to control the process effectively. the operators reported that they found interest and challenge in the work. the impact of technical change on the quality of working life was, however, equivocal. the operators’ mobility was constrained, they were isolated from the rest of the plant, some messy manual tasks remained, and they were still dependent on the technical and chemical expertise of management and engineering staff to handle serious problems. Other operators were less enthusiastic about the work. Management expected the new systems to reduce human intervention and control. But the limitations of the computer controls and the high cost of error meant that effective production was more dependent on human presence and ability than in simpler batch production. Advances in computing technology may highlight the conflict between management desires to reduce human operator control and to design effective integrated production systems.