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Failure of a parked unattended vehicle to remain stationary, otherwise known as vehicle rollaway, can result in property damage, injury or even fatality. Although the incidence of vehicle rollaway may be under reported, around 8% of drivers and 13% of Approved Driving Instructors surveyed indicated they had experienced a vehicle rollaway event. Unlike previous studies which focused only on the mechanical factors that may contribute to this phenomenon, the research presented in this thesis employed a more comprehensive, systems approach to explore additional factors related to the driver s interaction with the parking brake system at various interface levels. A mixed methods strategy collated data through two online surveys and three observational studies to explore the organisational, mechanical and driver related factors identified in a fault tree framework. The results indicated that current driver practice and interaction with the parking brake system may be contrary to legislative requirements and manufacturer s instruction. The findings suggested that a past experience of vehicle rollaway or parking brake system failure, had a statistically significant influence on whether the driver complied with the recommended practice. Driver interaction and the holding capability of the parking brake system were observed in 53 vehicles parked on three test gradients. The observations indicated that drivers were able to apply sufficient force to the parking brake lever to hold the vehicle stationary and that an additional degree of confidence in the system was provided by parking in gear. But, after driving a short commuting route, when the vehicle was parked with the parking brake lever applied to the lowest position to hold the vehicle and a gear was not selected, 63% of vehicles fitted with disc brakes rolled as the temperature returned to ambient. Discussion relates to the organisational, driver related and mechanical components of the parking brake system and in reference to Reason s Swiss Cheese model, considers how latent failures within the defensive layers of the system can contribute to rollaway. The research findings contributed to a change in UK driving standards and since 2015, drivers are recommended to park in gear at all times to reduce the risk of rollaway. This recommendation is likely to require a change in practice for up to 80% of Approved Driving Instructors who would not normally instruct new drivers in this way. Although this research focused on the manually operated parking brake system, the studies have uncovered results that can contribute to knowledge and are applicable to interaction with electronic parking brake systems. As parking brake systems develop, the Human Factors systems approach can be applied retrospectively and proactively to explore that interaction and prevent passenger vehicle rollaway.

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When designed, installed, and maintained properly, septic systems provide a cost-effective and environmentally-sound method to treat domestic wastewater. However, poor installation, unsuitable site conditions, and infrequent maintenance can lead to system failure and the discharge of partially-treated effluent to local waterways. As many as 1%, or 4,000 systems, fail each year in the Atlanta area. Therefore, the purpose of this paper is to evaluate what social and physical factors are significant to the location of on-site sewage management system failures in Cherokee County, Georgia. A regression analysis of the septic system failure rate, which was estimated with repair permit records from the local Board of Health, with Census demographics, soil, and septic system information found that the percent of soils in the “A” hydrologic group, unemployment rate, percent African-American population, population density, household size, percent of homes built between 1980 and 1989, percent built between 1970 and 1979, percent built between 1940 and 1949, and the average lot size of the parcels issued a repair permit were statistically-significant (p < 0.05) indicators of the failure rate at the Census block group level. The inclusion of socioeconomic, environmental, and physical characteristics suggests that the most effective response to reduce failures will incorporate actions to address these significant elements collectively. Despite restrictions on the ability of the Georgia Department of Public Health to regulate maintenance, many policy options are available to proactively identify areas with the greatest likelihood of failure and reduce the incidence of failure in those areas. Greater collaboration between stakeholders, including the county Board of Health and utility providers, improved record-keeping, and education and incentive programs provide the best opportunities to improve the management of septic systems in local jurisdictions.

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The operational management of Water Distribution Systems (WDS), particularly under failure conditions when the behaviour of a WDS is not well understood, is a challenging problem. The research presented in this thesis describes the development of a methodology for risk-based diagnostics of failures in WDS and its application in a near real-time Decision Support System (DSS) for WDS’ operation. In this thesis, the use of evidential reasoning to estimate the likely location of a burst pipe within a WDS by combining outputs of several models is investigated. A novel Dempster-Shafer model is developed, which fuses evidence provided by a pipe burst prediction model, a customer contact model and a hydraulic model to increase confidence in correctly locating a burst pipe. A new impact model, based on a pressure driven hydraulic solver coupled with a Geographic Information System (GIS) to capture the adverse effects of failures from an operational perspective, is created. A set of Key Performance Indicators used to quantify impact, are aggregated according to the preferences of a Decision Maker (DM) using the Multi-Attribute Value Theory. The potential of distributed computing to deliver a near real-time performance of computationally expensive impact assessment is explored. A novel methodology to prioritise alarms (i.e., detected abnormal flow events) in a WDS is proposed. The relative significance of an alarm is expressed using a measure of an overall risk represented by a set of all potential incidents (e.g., pipe bursts), which might have caused it. The DM’s attitude towards risk is taken into account during the aggregation process. The implementation of the main constituents of the proposed risk-based pipe burst diagnostics methodology, which forms a key component of the aforementioned DSS prototype, are tested on a number of real life and semi-real case studies. The methodology has the potential to enable more informed decisions to be made in the near real-time failure management in WDS.

The National Commission on Terrorist Attacks attributed the September 11 attacks on the U.S. homeland to the terrorists' exploitation of "deep institutional failings." These findings are similar to the conclusions of the Presidential Commission investigating the 1986 Challenger accident and the Columbia Accident Investigative Board (2003). Generally Commissions aim to provide the fullest possible account of events contributing to the catastrophe under investigation and to identify lessons learned, but avoid specifying responsibility and accountability. For this reason, various commission reports have been criticized for being abstract and shallow. These criticisms make a valid point. How commissions make sense of failures has real consequences in terms of preventing reoccurrences. If these accounts do not satisfactorily address the question, How did this happen?, clear prophylactic measures for the future also remain unspecified. This dissertation calls into question the usefulness of current constructions of system failure that focus solely on the abstract role of the institution or system in creating the conditions for failure. For the purpose of acquiring insight into our current narratives of system failure and accountability, the 9/11 Public Hearing Transcripts are analyzed. This research is a qualitative textual analysis of excerpts from the Transcripts related to both pre-9/11 intelligence failures and accountability. Using Weick's view of sensemaking to gain a better understanding of our current constructions of system failure/resilience and accountability, this research identifies the dominant constructions of pre-9/11 intelligence failures and accountability that are documented in the 9/11 Public Hearing Transcripts and the sensemaking resources that reinforce and solidify these constructions. Verbatim excerpts from the 9/11 documents are included to support claims. The theory of autopoiesis, a form of systems theory, is introduced as an alternative resource for constructing narratives on system-environment relationships and accountability. Leadership practices that foster system resilience and individual accountability for system-wide performance are presented.

Due to the constant change of technology, companies’ battle to win customers becomes more and more intense. Maintaining customers and building long-term relationships is becoming more and more important and the customer relationship management (CRM) concept has evolved as a strategy rather than just a technological system. With an efficient CRM strategy and CRM system the company can learn which customers to keep, put more focus on and develop further relationship with and which ones to cut loose (Mendoza et al., 2006).    Sales and sales management are often critical personnel in an organization, because they are in charge of selling goods and services that generate the revenues and cash flows that support the firms’ existence (Wagner &amp; Zubey, 2007). This thesis focuses on how an organization can motivate stakeholders of the CRM system, within the sales department, to improve the usage, taking in consideration critical success factors (CSFs). To develop an understanding of the barriers that might influence the use of the CRM system and the CSFs that have been considered to motivate the stakeholders of the system, a case study was made at Strålfors Svenska AB. Interviews were held with the sales managers and the sales personnel to learn about the expectations of the CRM system use and about the actual use.   The results have lead us to the following conclusions; for the CRM system to be successful and to motivate the CRM stakeholders, the following factors are critical; top management involvement, clear communication of goals and objectives, integration between departments in the organization, sales staff commitment and involvement, education, feedback and evaluation.