Cognitive Work Analysis (CWA) is a framework for the analysis of complex systems that involve technological tools and human operators who must operate the systems in sometimes-unexpected situations. CWA consists of five phases that cover analysis of ecological aspects of systems, such as the tools in the system and the environment, and cognitive aspects, related to the human operators in the systems. Human operators often need to be trained to use complex systems, and training research has been conducted related to the ecological aspects of CWA; however, there is a gap in the training research related to the cognitive aspects of CWA. The Skills-Rules-Models (SRM) framework is currently the main method of cognitive analysis for CWA; therefore, to begin to fill the gap in the training literature at the cognitive end of CWA, this dissertation examines the need for training as related to SRM. In this dissertation, the current research related to training and CWA is reviewed and literature on the nature of expertise as related to SRM is examined. From this review, the need for training rules that can be used in unexpected situations, as a means of reducing cognitive demand, is identified. In order to assist operators with developing the knowledge to use such rule-based behaviour, training needs and methods to meet those needs must be identified. The reuse of knowledge in new situations is the essence of training transfer, so ideas from training transfer are used to guide the development of three guidelines for determining rules that might be transferable to new situations. Then methods of developing rules that fit those three guidelines by using information from the Work Domain Analysis (WDA) and Control Task Analysis (CTA) phases of CWA are presented. In addition to methods for identifying training needs, methods for meeting those training needs are required. The review of training transfer also identified the need to use contextual examples in training while still avoiding examples that place too high of a cognitive demand on the operator, possibly reducing learning. Therefore, as a basis for designing training material that imposes a reduced cognitive demand, Cognitive Load Theory (CLT) is reviewed, and methods for reducing cognitive demand are discussed. To demonstrate the methods of identifying and meeting training needs, two examples are presented. First, two sets of training rules are created based on the results of the application of the WDA and CTA phases of CWA for two different work domains: Computer Algebra Systems and the programming language Logo. Then, from these sets of rules, instructional materials are developed using methods based on CLT to manage the cognitive demands of the instructions. Finally, two experiments are presented that test how well operators learn from the instructional materials. The experiments provide support for the effectiveness of applying CLT to the design of instructional materials based on the sets of rules developed. This combined work represents a new framework for identifying and meeting training needs related to the cognitive aspects of CWA.

This Master of Science thesis is producedat SAAB Security and Defence Solutions.The purpose of the thesis is to analyzehow air surveillance work can be carriedout. This information is then used to givesuggestions for the design of a new systemcontaining only the most essentialfunctionality. This is done by examiningthe available frameworks which can informinterface design and applying a frameworkto analyze work in a complete system usedas the basis of the new Compact C2 system.The second part of the analysis isdirected towards the stripped system(Compact C2) and both parts of theanalysis are used to inform interfacedesign of the Compact C2 system. By usingthe full range of the chosen framework foranalysis of the identification process inSwedish air surveillance work, someessential functions were identified andshould also have support in a Compact C2 system.

Cognitive Work Analysis (CWA) is a framework for the analysis of complex systems that involve technological tools and human operators who must operate the systems in sometimes-unexpected situations. CWA consists of five phases that cover analysis of ecological aspects of systems, such as the tools in the system and the environment, and cognitive aspects, related to the human operators in the systems. Human operators often need to be trained to use complex systems, and training research has been conducted related to the ecological aspects of CWA; however, there is a gap in the training research related to the cognitive aspects of CWA. The Skills-Rules-Models (SRM) framework is currently the main method of cognitive analysis for CWA; therefore, to begin to fill the gap in the training literature at the cognitive end of CWA, this dissertation examines the need for training as related to SRM. In this dissertation, the current research related to training and CWA is reviewed and literature on the nature of expertise as related to SRM is examined. From this review, the need for training rules that can be used in unexpected situations, as a means of reducing cognitive demand, is identified. In order to assist operators with developing the knowledge to use such rule-based behaviour, training needs and methods to meet those needs must be identified. The reuse of knowledge in new situations is the essence of training transfer, so ideas from training transfer are used to guide the development of three guidelines for determining rules that might be transferable to new situations. Then methods of developing rules that fit those three guidelines by using information from the Work Domain Analysis (WDA) and Control Task Analysis (CTA) phases of CWA are presented. In addition to methods for identifying training needs, methods for meeting those training needs are required. The review of training transfer also identified the need to use contextual examples in training while still avoiding examples that place too high of a cognitive demand on the operator, possibly reducing learning. Therefore, as a basis for designing training material that imposes a reduced cognitive demand, Cognitive Load Theory (CLT) is reviewed, and methods for reducing cognitive demand are discussed. To demonstrate the methods of identifying and meeting training needs, two examples are presented. First, two sets of training rules are created based on the results of the application of the WDA and CTA phases of CWA for two different work domains: Computer Algebra Systems and the programming language Logo. Then, from these sets of rules, instructional materials are developed using methods based on CLT to manage the cognitive demands of the instructions. Finally, two experiments are presented that test how well operators learn from the instructional materials. The experiments provide support for the effectiveness of applying CLT to the design of instructional materials based on the sets of rules developed. This combined work represents a new framework for identifying and meeting training needs related to the cognitive aspects of CWA.

The subject of this thesis is the work satisfaction and the problemactics of work motivation of the employees in the XY hotel. The goal of this thesis is to provide an overall view on the problematics of work satisfaction, to carry out the survey in the hotel, to process the gained data and propose regulations that could improve the current situation.

'Complex sociotechnical systems' are systems made up of numerous interacting parts, both human and non-human, operating in dynamic, ambiguous and safety critical domains. The system design, and representation, has significant implications for the usability of the system, its performance, errors and reliability. Due to its formative constraint-based approach, Cognitive Work Analysis (CWA) has been frequently proposed as a framework for modelling these complex systems, further it is contended that the approach can be extended to design for interaction without significant deviation from the accepted framework. This thesis presents a number of applications in complex military domains to explore and develop the benefits of CWA. Unlike much of the previous literature, particular attention is placed on exploring the CWA framework in its entirety. This holistic approach focuses on the system environment, the activity that takes place within it, the strategies used to conduct this activity, the way in which the constituent parts of the system (both human and non-human) interact and the behaviour required. Each stage of this analysis identifies the constraints governing the system; it is contended that through this holistic understanding of constraints, recommendations can be made for the design of system interaction; increasing the ability of users to cope with unanticipated, unexpected situations. This thesis discusses the applicability of the approach in system analysis, development and evaluation. It provides process to what was previously a loosely defined framework.

This work deals with human resources management in small companies. In its theoretical part there are first clarified specifics of small companies' management and then there are described personal processes and work that should be done in small organisations in detail. The aim of the first part of the thesis is to make a theoretical framework for the second -- practical part. In the second part small enterprise is presented and personal work which is done in it is described. The goal of the analytical part and the result at the same time is an analysis of these processes and also recommendations that would, in case of application, lead to an improvement of the company's human resources management system and implicitly to higher competitiveness in a particular branch.

Este documento contempla uma seqüência de três artigos que discorrem sobre o trabalho coletivo da equipe de enfermagem, sendo estes intitulados “O trabalho coletivo da enfermagem: uma revisão da literatura”, ”Mapas Conceituais como ferramenta de análise do trabalho da equipe de enfermagem” e ”Método de análise e discussão de problemas acerca do trabalho coletivo no setor de enfermagem em um hospital”. O objetivo geral é estudar os problemas relativos ao trabalho coletivo em equipes de enfermagem e propor uma sistemática que permita aperfeiçoar as intervenções ergonômicas de cunho participativo neste setor. O primeiro artigo apresenta uma revisão teórica sobre o trabalho coletivo da equipe de enfermagem, visto que ele pode regular positiva ou negativamente o modo operatório das ações desenvolvidas durante o trabalho. Desta maneira, foram revisados 61 artigos, onde evidenciou-se o valor do trabalho coletivo e sua associação com algumas atribuições ocupacionais e organizacionais tais como: aspectos psicossociais, doenças, performance no trabalho, qualidade do trabalho, absenteísmo, autonomia, interdependência, flexibilização, regulação, ainda que algumas delas necessitem ser mais amplamente estudadas (trabalho em turnos e trabalho em turno parcial e integral). O segundo artigo apresenta um método participativo para evidenciar a atividade de trabalho passagem de plantão entre os técnicos de enfermagem de uma unidade de atendimento adulto, demonstrando a utilização de mapas conceituais como método de compreensão da atividade e possibilitando a discussão da concepção da dimensão coletiva para trabalhadores do setor da enfermagem em um hospital. Este artigo explicita os diferentes modelos mentais que os técnicos de enfermagem têm sobre a passagem de plantão, apresentando lacunas de entendimento sobre a tarefa, seus objetivos e necessidades. Desta maneira, o terceiro artigo discute a utilização de um método para análise e resolução de problemas provenientes do trabalho de cunho coletivo expressos pelos técnicos de enfermagem durante a confecção do segundo artigo. O método participativo proposto indica meios de melhorar as problemáticas concernentes ao trabalho coletivo dos técnicos de enfermagem, uma vez que foi um método de fácil entendimento por parte dos colaboradores da pesquisa. / This document includes a series of three articles that discuss the collective work of the nursing team, entitled “The nursing collective work: a review”, “Conceptual Maps as a tool for nursing team work analysis” and “Problem analysis and discussion methodology, about the collective work in a nursing sector of a hospital”. The main objective is to study the problems related to the nursing collective work and to propose a systematic to improve the ergonomics interventions in this sector. The first article presents a theoretical revision of the nurse team´s collective work, since it can regulate positively or negatively the operative mode of actions developed during the work. Thus, 61 articles were reviewed. In conclusion this study demonstrated the value of collective work and its association with some occupational and organizational tasks such as psychosocial, disease, work performance, work quality, absenteeism, autonomy, interdependence, flexibility, regulation, although some of them need to be more widely studied (shift work and shift work part-and full). The second paper presents a participatory methodology to highlight the work activity “shift work” among the nursing staff of an adult care setting, demonstrating the importance of using concept maps as a methodology for understanding the activity and enabling discussion of the concept of collective dimension to those in the nursing in a hospital. This article shows the different mental models that nursing staff have about the shift change, with gaps of understanding about the task, their goals and needs. Thus, the third article discusses the use of a methodology for problem analysis and solving about the collective work expressed by nursing staff during the construction of the second article. The proposed methodology suggests ways to improve the issues concerning the collective work of practical nurses, because it is an easily understood methodology to the research´s collaborators.

Handling production scheduling is increasingly difficult for manyenterprises, and human involvement is necessary. The overall objective ofthis research was to gain further understanding of planners’ and schedulers’work within the manufacturing industry, to elucidate how their worksituation is formed, and to explain their significance to other employees’work and company activities. Scheduling work was studied in fourcompanies in the Swedish woodworking industry; a sawmill, a parquet floormanufacturer, a furniture manufacturer and a house manufacturer. Themethod used was activity analysis which is based on the analysis of workactivities in real work situations. Data collection included 20 days’observations and 65 interviews. Cross-case analysis with British cases onplanning work was also included.The findings revealed that the schedulers’ tasks lead to many activities. Twothirds of these are what can be expected. The remaining third constitutesactivities that depend on the schedulers’ individual attributes and the contextin which they work. The schedulers serve as problem solvers in a number ofdomains and constitute efficient information nodes, making them animportant service function. Furthermore, they have an alignment rolebetween different organizational groups. This role is specifically remarkablein dealing with production enquiries that must be aligned with productioncapability. Here, both planners and schedulers play an essential role inlinking the manufacturing and the commercial sides and their differentfunctional logics.Planners and schedulers in daily work exert strong influence on others. Theydo not hold legitimate power. Instead their influence emanates mainly fromaccess to and control of information and their ability to apply expertise tointerpret this information and examine the impact of decisions made acrossdifferent areas of the business. Personal power related to social skills is alsosignificant.Furthermore, they facilitate others’ work in continuous personalinteractions, serving the technical scheduling software system, and aligningdifferent organizational functions. In combination with expert knowledgeand developed social skills, they significantly contribute to quality operationsperformance. Finally, the schedulers influence the decision latitude of otheremployees and may indirectly promote job satisfaction, thus contributing todeveloping appropriate working conditions for others in the company. / QC 20100624

This research examines on the importance of considering context as design criteria for technology integration and technology design, and in particular, what that means for teacher education. While others (Fishman, Marx, Blumenfeld, Krajcik, & Soloway, 2004) have broadly considered context as a factor in supporting technology integration, this current research uses a Human-Tech framework (Vicente, 2003) to identify and examine the implications of individual contextual constraints for the design of technology-enhanced learning; therefore, the researcher begins to answer the important - and arguably unexplored - question of how the complexities of varying contexts ought to be used to inform design. Broadly, this design research study explores the impact of using a Human-Tech framework for understanding technology integration in education and specifically, to inform the design of technology-enhanced learning practices in the context of teacher education. Further, the research reports on the impact of an open online research support forum - designed using a Human-Tech framework - on the experiences of teacher candidates while carrying out classroom-based research as part of their initial teacher education program. Overall, results of the research study suggest that using a Human-Tech framework for understanding technology integration was helpful in supporting a broader and more systematic approach to designing for more effective use of technology in the context of teacher education. In terms of the design of the open online research support forum, findings suggest that there were key Organizational constraints that likely continued to have a limiting impact on the innovations across the two-year design study. Therefore, this research also points to future technology-specific and non technology-specific design strategies which may have implications for technology integration, and fulfilling the functional purposes of the program more broadly.

Cognitive Work analysis (CWA) as an analytical approach for examining complex socio-technical systems has shown success in modeling the work of single operators. The CWA approach allows room for social and team interactions, but a more explicit analysis of team aspects can reveal more information for systems design. CWA techniques and models do not yet provide sufficient guidance on identifying shared constraints, team strategies, or social competencies of team players. In this thesis, I explore whether a team approach to CWA can yield more information than a typical CWA. Team CWA techniques and models emerge and extend from theories and models of teamwork, past attempts to model teams with CWA, and the results of two sets of observational studies. The potential benefits of using Team CWA models in domains with strong team collaboration are demonstrated through the results of a two-week observation at the Labour and Delivery Department of The Ottawa Hospital and a fifteen-week observation at the IBM Ottawa Software Group.