Cognitive and organizational ergonomics in the transition of the new integrated center of control of an oil refinery: human reliability and administration of changes

Abstract

The conception of a product is closely tied to its adaptation level to the users. In this view, designers are increasingly oriented to survey the needs and features of the users. This paper aims at developing a diagnosis of employees working in high-complexity activities in a petrochemical company, in light of the physical and operating changes in the Integrated Center of Control; assessing the reception sensibility to changes; assessing the cognitive pattern of the group; and making suggestions that might eliminate or minimize the difficulties in the transition process of the change, in order to reduce the adaptation period. The field of study comprised 111 production, transfer and storage operators, forming 5 groups of desktop activities. The stages of the study followed the following flow: survey of the prescribed tasks and organizational structure; Concentrated Attention test; application of the Work and Disease Risks Inventory (ITRA, Portuguese acronym); and structured psychological interview. The ITRA results pointed to a serious cognitive cost (3.83) for all five groups, this being the largest intervention focus. The items: division of task contents (3.52), social professional relationships (2.93), quality of the physical environment (2.91), physical cost (3.24), emotional cost (2.71), freedom of expression (3.77), professional fulfillment (3.41); experience and suffering (2.75), lack of recognition (2.18) and physical injuries (2.07) were considered critical. Meanwhile, social damages (1.64) and psychological injuries (1.35) are bearable. As to the Concentrated Attention test, most workers registered average level. In the individual interviews, workers showed that larger involvement in the process of physical, organizational and operational change in the desktops and on field works was required, as well as the follow up of implementations, so as to reduce the adaptation process and prevent rework (furniture, equipment, noise, form of communication with the area and training for the changes). As a result of the findings handed to the management and returned to the workers, several actions were implemented on ergonomic non-conformities found in the analysis. It is possible to prove the importance of the insertion of cognitive and organizational ergonomics in the building projects of new facilities for high-complexity activities in petrochemical plants.