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

Growth in traffic through London Airport (Heathrow), shortening of aircraft turn-around times, and other factors were reflected in the Esso Company's refuelling service by additional stress on their controllers and by shift supervisors spending time backing-up the controller instead of on general supervision duties. After an initial review of the background and the problem, this paper describes in the appropriate sequence of events the ergonomic redesign of the control functions and the control offices at the Esso Refuelling Control Centre, illustrating the need for a comprehensive approach to this type of problem.