METHODOLOGY FOR RELIABLE FAILURE REPORTING FROM MAINTENANCE PERSONNEL,
RAND CORP SANTA MONICA CALIF
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The work described in this paper is based upon experience gained at a United States Air Force installation, but it is clear that many of the concepts which emanate from the consideration of the human factors involved are applicable to getting failure data in industrial and other organizations. Consideration of field conditions forces one to the conclusion that the maintenance technician is the only practical source of the required failure or malfunction data, except for very special projects where it may be practical to have a large number of people assigned specifically to the job of taking data. The basic problem is how to make the maintenance man a reliable link in the failure reporting process. The lessons learned from this field trial are not black or white rules that must be rigorously adhered to, but rather a set of four basic principles, each of which contributes to a successful reporting system. The four principles are 1 consideration of human factors, 2 payment for the data in a tangible way, 3 delegation of responsibility for reporting to the lowest possible organizational level, 4 design of the reporting form for the maintenance man. Each of these principles are discussed.