På rätt spår: återkoppling för lärande i kontrollrumsmiljö - En fallstudie på en svensk järnvägsoperatör

Sammanfattning: Organisational learning is assumed to be a part of creating improved work processes in an organisation. This type of learning can be difficult to achieve in operational and reactive work environments. Challenges in observable causality, time constraints and complex external conditions means that the operational control room is one of those reactive work environments. There is a need for a system that can improve organisational learning in the challenging environment of the operational control room. The system must create conditions for feedback and evaluation in the operational control room in order to succeed. In this study a manual is created and applied to generate a feedback system, which responds to the control room’s needs. The manual is designed to address the specific conditions that apply in a generic control room. The study was divided into two parts; the first part consisted of a literature review of organizational learning, evaluation and feedback. This was combined with a field study of various control rooms. Knowledge gained from the literature review and the field study was combined to create the manual. Part two of the study consisted of a evaluation of the developed manual on a case company in the Swedish railway industry. An analysis of the case study led to an improved version of the manual. This approach generated both tangible and academic results. The tangible result is a feedback system created using the manual on the case company. The academic results are a new combination the research topic organizational learning and the empirical field of operational control rooms. These have provided a greater understanding of the challenges related to learning that is in operational control room. The authors believe that the manual can be used to develop organisational learning in control rooms in the future.