應用公正文化概念探討台灣航空業懲處決策之研究

飛航安全在公共運輸中扮演著重要的角色，然而，因航空人員疏失而導致意外事故發生仍時有所聞，究其事故肇因，安全文化之優劣以及安全管理之迥異，往往是事件背後造成影響的潛在原因。英國學者Reason在安全文化的研究中將其再細分為五種次文化，其中對於所謂的公正文化，如何在日常安全管理中落實或提昇，目前並未有太多的方法或實務作為可供借鏡，因此針對公正文化進行實務性研究，落實到安全管理層面，以強化業者安全文化有其必要性。經過與業界專家進行訪談，可以發現公正文化與員工犯錯或意外事件發生之後，公司相應的懲處作為息息相關。而業者因其高階主管管理理念與組織文化、傳統的差異，相似的事件或疏失，在不同公司可能有不同的懲處結果。但是，懲處結果是否合理、員工是否認同結果，對於公司的公正文化良窳影響甚鉅。因此，本研究目的在於建立一套合乎公正文化精神的懲處制度，深入探討管理者考量懲處員工之準則，並使用AHP法將各項懲處準則做出權重排序，據此建立出符合台灣國情、民情，且合情合理的公正文化懲處制度。研究中收集比較國內三家航空業者的問卷資料，透過結果探討可以發現所有懲處準則中，以報告時機與系統因素最為重要，管理者希望員工能展現積極的態度，主動提報疏失或潛在問題，並考量疏失背後是否存在其他因素，而不能全然歸責於相關人員，其他需懲處準則還包括此事件是否再犯、對於公司的影響或損失以及員工過往工作表現。研究中亦比較不同業者之間的差異，並嘗試探討何種決策權重更符合公正文化精神。本研究可用以協助建立更合理完善的台灣航空業懲處制度，強化國內航空界推動公正文化落實的認知及應用，並最終達到提昇飛航安全的目的。

關鍵字

飛航安全；安全文化；公正文化；懲處制度； AHP

並列摘要

Flight safety plays an important role at air transportation industry. After investigating the latent factors behind accidents, safety culture and safety management have been considered as two of the influential concerns to flight safety. Reason argued that safety culture could be subdivided into five sub-culture. Among them, the just culture only has few practical studies to help the implementation. Therefore, substantive research of just culture is required to strengthen the industrial safety culture. After interviewing airliners’ experts, we found just culture is strongly associated with companies’ punishment system which is usually used while employees made mistakes. Similar events or human errors might receive different penalties in different companies because of differences of organizational culture, traditions and thoughts of the top executives. However since a reasonable and convincible punishment given to the employees has strong impacts to the virtue or vice of just culture, this study aims to establish a culpability decision making guidelines that fits with the concepts of just culture. Management thoughts about punishments of Taiwan airlines will be extracted via AHP method in line with the national jurisdiction conditions. The results verified a comparison of survey data between three domestic airlines. Among all airlines, the timing of reporting and systematic failures were rated as the most important factors of all. Managers hope employees could demonstrate a positive attitude, take actions to help alleviating negligence or potential problems. Systematic or environmental factors behind the human errors should be took into account as well before leave entire attribution to the relevant personnel. Other criteria included in this study are the reoffending of similar behavior, the company's losses and impacts, and the past work performance of relevant personnel. The differences of the weight ratings of the criteria between three operators were compared to explore their appropriateness for just culture. This study can be used to help building a more reasonable and convincible culpability system for the Taiwan aviation industry, to help adopting and promoting safety culture, and to enhance flight safety at the final.

並列關鍵字

Flight safety ； safety culture ； just culture ； disciplinary system ； AHP

參考文獻

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應用公正文化概念探討台灣航空業懲處決策之研究

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