A critical incident drill based on service design to improve digitization acceptance of processes in air traffic management : an organizational test conducted at Skyguide involving an external IT provider

Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Ramseyer, Randolf (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Bomme, Patricia (Head of Safety and Compliance, Technical Dept. Skyguide Geneva, Switzerland)

The digitalization of business processes implies important changes in the organization of air traffic control companies. In this research, we have developed an original critical incident drill approach based on service design techniques combined with risk management. The aim is to take into account the co-production elements inherent to any complex service system and also the necessary interplay between explicit (information) and tacit (know-how) knowledge. The critical incident drill begins with a preparation where immersion episodes and modeling of new digital processes by the service blueprint allows to imagine coherent and coordinated interactions between human expertise, information system and any external IT provider. Once ready the new process is simulated in real size and conditions. Co-creation between stakeholders makes it possible to conduct a relevant analysis of the risks as well as opportunities for improvement. This approach has been used successfully by skyguide to test and implement new air traffic management digitalized processes.


Conference Type:
full paper
Faculty:
Economie et Services
School:
HEG-VS
Institute:
Institut Entrepreneuriat & Management
Subject(s):
Economie/gestion
Publisher:
Barcelona, Spain, 23-25 November 2018
Date:
2018-11
Barcelona, Spain
23-25 November 2018
Pagination:
5 p.
Published in:
Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018
DOI:
ISBN:
978-1-7281-0238-2
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2019-09-30, last modified 2019-10-03

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