Error Recovery Performance: The Impact of Leader Behavioral Integrity and Job Satisfaction

This article introduces the concept of error recovery performance, followed by the development and validation of an instrument to measure it. The first objective of this article is to broaden the current concept of service recovery to be relevant to the back-of-house operations. The second objective is to examine the influence of leader behavioral integrity (BI) on error recovery performance. Moreover, the study examines the mediating effect of job satisfaction between BI and error recovery performance. Finally, the study links error management performance with work-unit effectiveness. Data for Study 1 were collected from 369 hotel employees in Turkey. The same relationships were tested again in Study 2 to validate the findings of Study 1 with a different sample. Data for Study 2 were collected from 33 departmental managers from the same hotels. Linear regression analysis was used to test the direct effects. The mediating effects were tested using the mediation test suggested by Preacher and Hayes. In addition, in Study 2, general managers of the hotels were asked to rate the effectiveness of each manager and their respective department. Results from Study 1 indicate that BI drives error recovery performance, and this impact is mediated by employee job satisfaction. Results of Study 2 confirm this model and finds further that managers’ self-rated error recovery performance was associated with their general managers’ assessment of their deliverables and of their department’s overall performance.

Aplicação do CRM no contexto do bloco operatório

RESUMO - Introdução: Na última década, inúmera literatura sobre temas de saúde, principalmente abordando a Segurança do Doente, foca a necessidade e a importância do conceito de trabalho em equipa e da sua implementação na atividade dos profissionais de saúde. É também referido, como exemplo a seguir, por analogia e com a devida adaptação, o conceito e a metodologia do Crew Resource Management (CRM) da aviação civil, em que vários autores reviram a evidência da sua aplicação à medicina e concluíram que era uma ferramenta útil em formação não-técnica para a prática da cirurgia segura. Porquê esta analogia entre a saúde e a aviação civil? Porquê este despertar na saúde para o trabalho em equipa e, principalmente, baseando-se na metodologia do CRM da aviação civil? Qual a importância da formação não-técnica e como pode esta ser adaptada à atividade dos profissionais da saúde, nomeadamente no bloco operatório? São estas as principais questões que irão ser investigadas e analisadas ao longo deste estudo. Objetivos: Na aviação civil, a segurança é uma das prioridades desta indústria e um dos pilares da sua sustentabilidade. Sendo a indústria da aviação civil, como a saúde, uma atividade complexa importa em primeiro lugar compreender como a segurança deve ser abordada nas organizações complexas. Depois de compreendermos os quatro pilares da segurança (política, risco, garantia e promoção) aplicados na aviação civil, analisaremos a necessidade da formação não-técnica, explicando a importância da metodologia do CRM na aviação civil e a possibilidade da “importação” dos seus conceitos pela saúde. Metodologia: Para aferirmos a necessidade de formação não-técnica pelos profissionais da saúde foi desenvolvido um inquérito aos alunos finalistas dos Cursos de Enfermagem e dos Cursos de Medicina e outro inquérito a profissionais da saúde, Enfermeiros e Médicos (Anestesista e Cirurgião) com funções no Bloco Operatório, para responderem às seguintes inquietações:  Tiveram os profissionais de saúde formação formal na sua licenciatura ou pós-graduação em temas sobre comunicação, trabalho em equipa, gestão do erro, gestão do stress, liderança, atitudes e comportamentos para um trabalho em equipa eficiente e seguro?  Tiveram formação inicial no início da sua carreira e formação recorrente equivalente sobre estes temas ao longo da sua carreira?  Estão os profissionais de saúde preparados, com conhecimentos obtidos em formação formal, para trabalhar em equipa? Pretendeu-se igualmente, através de inquérito, saber se os alunos finalistas das licenciaturas acima identificadas consideram importante para a sua futura atividade como profissionais de saúde possuírem competências não-técnicas para o trabalho em equipa para evitarem os eventos adversos. No referido inquérito será também questionado quais as matérias a abordar nas licenciaturas (ou em outra etapa da formação), consideradas necessárias para se obterem competências de trabalho em equipa e qual a opinião sobre a frequência da formação recorrente sobre estes temas. Conclusão: O trabalho ficará concluído com uma proposta de conteúdos programáticos para a formação não-técnica dos profissionais de saúde, para a sua formação inicial e para a formação recorrente ao longo da carreira, baseada na metodologia do CRM da aviação civil. Objetivo final: Como objetivo final do estudo pretende-se contribuir, através da aplicação de formação não-técnicas aos profissionais de saúde, para a melhoria da Segurança do Doente nos cuidados em saúde.

Erreurs arithmétiques des élèves et interventions de l'enseignant débutant : une analyse didactique en termes de schèmes

Ancrée dans le domaine de la didactique des mathématiques, notre thèse cible le « travail de l’erreur » effectué par trois enseignants dans leur première année de carrière. Libérés des contraintes associées au système de formation initiale, ces sujets assument pleinement leur nouveau rôle au sein de la classe ordinaire. Ils se chargent, entre autres, de l’enseignement de l’arithmétique et, plus précisément, de la division euclidienne. Parmi leurs responsabilités se trouvent le repérage et l’intervention sur les procédures erronées. Le « travail de l’erreur » constitue l’expression spécifique désignant cette double tâche (Portugais 1995). À partir d’un dispositif de recherche combinant les méthodes d’observation et d’entrevue, nous documentons des séances d’enseignement afin de dégager les situations où nos maîtres du primaire identifient des erreurs dans les procédures algorithmiques des élèves et déploient, subséquemment, des stratégies d’intervention. Nous montrons comment ces deux activités sont coordonnées en décrivant les choix, décisions et actions mises en œuvre par nos sujets. Il nous est alors possible d’exposer l’organisation de la conduite de ces jeunes enseignants en fonction du traitement effectif de l’erreur arithmétique. En prenant appui sur la théorie de champs conceptuels (Vergnaud 1991), nous révélons l’implicite des connaissances mobilisées par nos sujets et mettons en relief les mécanismes cognitifs qui sous-tendent cette activité professionnelle. Nous pouvons ainsi témoigner, du moins en partie, du travail de conceptualisation réalisé in situ. Ce travail analytique permet de proposer l’existence d’un schème du travail de l’erreur chez ces maîtres débutants, mais aussi de spécifier sa nature et son fonctionnement. En explorant le versant cognitif de l’activité enseignante, notre thèse aborde une nouvelle perspective associée au thème du repérage et de l’intervention sur l’erreur de calcul de divisions en colonne.

Errors associated with preparation of adult and paediatric parenteral nutrition in UK hospital pharmacies

Rationale: In UK hospitals, the preparation of all total parenteral nutrition (TPN) products must be made in the pharmacy as TPNs are categorised as high-risk injectables (NPSA/2007/20). The National Aseptic Error Reporting Scheme has been collecting data on pharmacy compounding errors in the UK since August 2003. This study reports on types of error associated with the preparation of TPNs, including the stage at which these were identified and potential and actual patient outcomes. Methods: Reports of compounding errors for the period 1/2004 - 3/2007 were analysed on an Excel spreadsheet. Results: Of a total of 3691 compounding error reports, 674 (18%) related to TPN products; 548 adult vs. 126 paediatric. A significantly higher proportion of adult TPNs (28% vs. 13% paediatric) were associated with labelling errors and a significantly higher proportion of paediatric TPNs (25% vs. 15% adult) were associated with incorrect transcriptions (Chi-Square Test; p<0.005). Labelling errors were identified equally by pharmacists (42%) and technicians (48%) with technicians detecting mainly at first check and pharmacists at final check. Transcription errors were identified mainly by technicians (65% vs. 27% pharmacist) at first check. Incorrect drug selection (13%) and calculation errors (9%) were associated with adult and paediatric TPN preparations in the same ratio. One paediatric TPN error detected at first check was considered potentially catastrophic; 31 (5%) errors were considered of major and 38 (6%) of moderate potential consequence. Five errors (2 moderate, 1 minor) were identified during or after administration. Conclusions: While recent UK patient safety initiatives are aimed at improving the safety of injectable medicines in clinical areas, the current study highlights safety problems that exist within pharmacy production units. This could be used in the creation of an error management tool for TPN compounding processes within hospital pharmacies.

Avaliação da usabilidade de um sistema informatizado de controle acadêmico: um estudo com coordenadores e secretários de cursos stricto sensu da UFRN

The aim of this study is to assess the usability of the Integrated Management System for Academic Activities (SIGAA) for the sensu stricto postgraduate programs at Universidade Federal do Rio Grande do Norte. The study was based on ergonomic criteria proposed by Bastien and Scapin (1993) and the Federal Government s Handbook of Usability (2010). The methodology used was a descriptive data survey involving an online questionnaire, and a sample of 46 system users, composed of coordinators and secretaries from the sensu stricto postgraduate programs. In addition to this procedure, open interviews were held with the users as well as a documental analysis of calls registered by them at the SIGAA between May 2012 and June 2013. Data analysis showed that a number of additional usability criteria need to be implemented, primarily related to ergonomic problems of orientation, error management and workload. Based on the analyses, several changes were proposed that may streamline secretarial activities, as well as provide greater satisfaction and interaction between the SIGAA and its users

O gerenciamento do erro em aulas de inglês como língua estrangeira: um estudo com foco na produção oral

Este trabalho foi realizado com o objetivo de se investigar o gerenciamento do erro em aulas de inglês como língua estrangeira e suas implicações para o processo de ensino e aprendizagem. em sua primeira etapa, a investigação buscou (a) verificar como os participantes da pesquisa vivenciavam o erro e a correção, (b) descrever as principais características das interlínguas dos aprendizes naquele momento. Na segunda etapa do trabalho, desenvolveu-se uma proposta de intervenção e tratamento dos erros mais recorrentes, por meio da qual se pretendia implementar ações pedagógicas com foco na forma (FonF) que promovessem a negociação de determinados aspectos lingüísticos. Os dados foram coletados por meio de entrevistas, questionários, gravações audiovisuais, observações das aulas, notas de campo transformadas em diários, sessões de visionamento com os aprendizes e de discussão com a professora participante, num processo cíclico e contínuo, a fim de se embasarem as decisões referentes ao processo interventivo. Verificou-se que os movimentos corretivos empregados para promover momentos de negociação da forma se mostraram uma importante ferramenta no tratamento dos erros por ajudarem os aprendizes a perceberem lacunas em suas interlínguas e a se esforçarem para refazer suas produções consideradas imprecisas. Nesse esforço, observou-se a importância do papel do professor ao fornecer os andaimes necessários para que cada aprendiz pudesse se monitorar. Considerou-se, também, a relevância do aspecto complementar entre os dois focos - foco na forma x foco na mensagem para o processo de ensino e aprendizagem de língua estrangeira por instrução.

O tratamento do erro na oralidade: uma proposta focada em características da interlíngua de alunos de inglês como língua estrangeira

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Human error risk management methodology for rail crack incidents

The paper presents an innovative approach to modelling the causal relationships of human errors in rail crack incidents (RCI) from a managerial perspective. A Bayesian belief network is developed to model RCI by considering the human errors of designers, manufactures, operators and maintainers (DMOM) and the causal relationships involved. A set of dependent variables whose combinations express the relevant functions performed by each DMOM participant is used to model the causal relationships. A total of 14 RCI on Hong Kong’s mass transit railway (MTR) from 2008 to 2011 are used to illustrate the application of the model. Bayesian inference is used to conduct an importance analysis to assess the impact of the participants’ errors. Sensitivity analysis is then employed to gauge the effect the increased probability of occurrence of human errors on RCI. Finally, strategies for human error identification and mitigation of RCI are proposed. The identification of ability of maintainer in the case study as the most important factor influencing the probability of RCI implies the priority need to strengthen the maintenance management of the MTR system and that improving the inspection ability of the maintainer is likely to be an effective strategy for RCI risk mitigation.

Moderating effects of management control systems and innovation on performance. Simple methods for correcting the effects of measurement error for interaction effects in small samples

In the accounting literature, interaction or moderating effects are usually assessed by means of OLS regression and summated rating scales are constructed to reduce measurement error bias. Structural equation models and two-stage least squares regression could be used to completely eliminate this bias, but large samples are needed. Partial Least Squares are appropriate for small samples but do not correct measurement error bias. In this article, disattenuated regression is discussed as a small sample alternative and is illustrated on data of Bisbe and Otley (in press) that examine the interaction effect of innovation and style of use of budgets on performance. Sizeable differences emerge between OLS and disattenuated regression

Earnings Management and Measurement Error

In this paper I consider the impact of a noisy indicator regarding a manager’s manipulative behavior on optimal effort incentives and the extent of earnings management. The analysis in this paper extends a twotask, single performance measure LEN model by including a binary random variable. I show that contracting on the noisy indicator variable is not always useful. More specifically, the principal uses the indicator variable to prevent earnings management only under conditions where manipulative behavior is not excessive. Thus, under conditions of excessive earnings management, accounting adjustments that yield a more congruent overall performance measure can be more effective than an appraisal of the existence of earnings management to mitigate the earnings management problem.

Fundamentals of business process management

Encompasses the whole BPM lifecycle, including process identification, modelling, analysis, redesign, automation and monitoring Class-tested textbook complemented with additional teaching material on the accompanying website Covers both relevant conceptual background, industrial standards and actionable skills Business Process Management (BPM) is the art and science of how work should be performed in an organization in order to ensure consistent outputs and to take advantage of improvement opportunities, e.g. reducing costs, execution times or error rates. Importantly, BPM is not about improving the way individual activities are performed, but rather about managing entire chains of events, activities and decisions that ultimately produce added value for an organization and its customers. This textbook encompasses the entire BPM lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by practitioners and vendors worldwide. In addition to explaining the relevant conceptual background, the book provides dozens of examples, more than 100 hands-on exercises – many with solutions – as well as numerous suggestions for further reading. The textbook is the result of many years of combined teaching experience of the authors, both at the undergraduate and graduate levels as well as in the context of professional training. Students and professionals from both business management and computer science will benefit from the step-by-step style of the textbook and its focus on fundamental concepts and proven methods. Lecturers will appreciate the class-tested format and the additional teaching material available on the accompanying website fundamentals-of-bpm.org.

Project management under uncertainty

Morris' (1986) analysis of the factors affecting project success and failure is considered in relation to the psychology of judgement under uncertainty. A model is proposed whereby project managers may identify the specific circumstances in which human decision-making is prone to systematic error, and hence may apply a number of de-biasing techniques.