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Author Paul Davison |
| Abstract This project involves the investigation, analysis and resolution of train dispatch incidents at Nottingham rail station. The project’s main goal was to reduce the number of incidents and introduce a Non-Technical Skills competency framework. The analysis of questionnaires, workshops, observations, documentation and discussions showed a confused train dispatch process, and highlighted dysfunction in and between teams. Therefore, a back to basics principle guided the redesign of both the technical and non-technical aspects of the competency framework; aimed to deliver safe, on time dispatches that provided positive customer experiences. This resulted in the design of a dispatch safety bubble containing multiple layers of defence. Additionally, a Fair Culture shift required a change in error orientation, resulting in the understanding that dispatch failures only occur in technical skills. The complimentary non-technical skills are neither right nor wrong, they are only underdeveloped. The lack of a non-technical skill then manifests itself within a technical failure, which may result in an incident. This mindset also shifted the use of investigations to establishing understanding and make recommendations to prevent future recurrence for similarly qualified and experienced personnel. These mindsets required staff to adopt a coaching style for training, assessments and professional discussions. The project and change in mindsets created engagement from and between the staff. At project start, Nottingham station experienced an average of two incidents per week, by project conclusion this had reduced to two per month. The reduction in incidents has lowered the likelihood of injuries and loss of life and saved hundreds of thousands of pounds in costs and fines, whilst reducing the chance of a catastrophic event. |
