Designing Control Centres
There is something to
the observation that many organisations fail to put in place all the processes
and resources required to enable practical crisis management. Plans provide for
a crisis team, often with a control centre location, but miss some of the other
practical fundamentals around operating that facility. There is much more to
overcoming the confusion, fog and resistance experienced when operating through
a crisis than a few top people in a room huddled around a spider phone.
If managers are to lead
successfully in a crisis they need support. ISO11064 Ergonomic Design of
Control Centres defines the steps in designing a control centre. This
effectively breaks the process down into the following phases:
Phase B: Analyse the
results of the research and try to make sense of them by formulating a series
of propositions to cover (1) the system performance, (2) the allocation of
functions, (3) defining the tasks and (4) designing jobs and organisational
structures for the control centre.
Phase C: A conceptual layout
design should be developed and include wider aspects such as the physical
attributes of the centre, its furnishings and any specific facilities and
amenities.
Phase D: The detailed design phase ensures the conceptual design can be converted into a design
sufficient to enable the centre to be built. This includes the development of
operating documentation.
Phase E: Once the
control centre is up and running and staff have been provided with the
opportunity to receive training and to participate in exercises the job is not
yet complete. There is a need to review the performance of the facility and the
systems within it so as to be able to identify areas for improvement.
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