ESSO London airport refuelling control centre redesign - an ergonomics case study

Area of Science:

• Industrial Engineering
• Human Factors Engineering
• Operations Management

Background:

• Increased air traffic at London Airport (Heathrow) led to operational pressures.
• Reduced aircraft turn-around times intensified demands on refuelling services.
• Esso's refuelling controllers experienced heightened stress, impacting supervision.

Purpose of the Study:

• To address increased stress and supervisory challenges in the Esso Refuelling Control Centre.
• To investigate the impact of operational growth on control room dynamics.
• To implement an ergonomic redesign of control functions and office spaces.

Main Methods:

• Review of the background and problem statement.
• Sequential description of the redesign process.
• Ergonomic evaluation of control functions and office layout.

Main Results:

• Redesign aimed to alleviate controller stress.
• Shift supervisors were freed from direct controller support for broader duties.
• The study illustrates the necessity of a holistic strategy for operational improvements.

Conclusions:

• Ergonomic redesign effectively addressed operational challenges.
• A comprehensive approach is crucial for optimizing complex control environments.
• The implemented changes improved efficiency and supervisory oversight in airport refuelling.