Human Factors for the Sales & Service Industries

You know problems are expensive, but knowing how to consistently prevent them can be difficult. We can help. Managing human failures is essential to prevent major accidents, occupational accidents and ill health, all of which can cost businesses money, reputation and potentially their continued existence, and nowhere more than in Sales & Service organisations.

Human Factors or CRM (Crew/Cockpit Resource Management) Training is mandated through most of the worlds aviation governing bodies for the good reason that it has been instrumental in reducing aircraft hull losses from almost one per week to virtually nil per annum.

We offer a fully tailored HF course together with additional customer service training modules for all customer facing staff.

The term "human factors" has grown increasingly popular as the commercial aviation industry has realised that human error, rather than mechanical failure, underlies most aviation accidents and incidents. If interpreted narrowly, human factors is often considered synonymous with crew resource management (CRM) or maintenance resource management (MRM). However, it is much broader in both its knowledge base and scope. Human factors involves gathering information about human abilities, limitations, and other characteristics and applying it to tools, machines, systems, tasks, jobs, and environments to produce safe, comfortable, and effective human use. In aviation, human factors is dedicated to better understanding how humans can most safely and efficiently be integrated with the technology. That understanding is then translated into design, training, policies, or procedures to help humans perform better.

Successful businesses achieve high productivity and quality while ensuring health and safety. Good technology combined with the best work systems can help to achieve these goals. The best work systems are based on having a skilled workforce, with well-designed jobs that are appropriate to individuals' abilities.

The influence of biological, psychological and organisational factors on an individual at work can affect their health and safety, but it also affects their efficiency and productivity. These hard-won lessons translate directly to Sales & Service Industries and will make critical difference to performance and safety, both of which are reflected in the financial performance of the organisation.

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Ad Astra Human Performance Ltd is accredited by the CPD Standards Office

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