Developing a Human Factors Education Programme in MTR Corporation, Hong Kong

MTR Corporation Limited (MTRCL) has long recognised the importance of human factors for achieving the required standards of performance expected by the Hong Kong public. However, knowledge of human factors and its application... [ view full abstract ]

MTR Corporation Limited (MTRCL) has long recognised the importance of human factors for achieving the required standards of performance expected by the Hong Kong public. However, knowledge of human factors and its application in Hong Kong and Asia is not well developed and there are few competent human factors resources available to support projects and operations. To proactively address this issue MTRCL has adopted the strategy of raising the knowledge and skills of its own staff with regard to human factors.

A ‘Human Factors Specialist’ training course has been running since 2008 and so far around 70 people have been through the programme. To date this programme has been well received. However, with over 10,000 staff in MTRCL Operations Division and further expansion occurring over the next five years as new lines are added to the network, a need was identified to get the message about human factors to more front line colleagues and designers. A different programme would be required to target this larger audience.

In 2011, MTRCL developed a human factors plan to strengthen the organisation, processes and competence in human factors within the company. As part of this plan Ricardo Hong Kong Limited was commissioned to help develop a Human Factors Education Programme that could be rolled out through the whole of the Operations Division. This paper describes the approach to the development of the Human Factors Education Programme and the concepts, tools and techniques that have been developed.