I conducted research for my master’s thesis, Effectiveness of Expert Feedback During Training of Novices as Petrochemical Refinery Field Operators, at the Chevron refinery in El Segundo.
For this research, I reviewed internal incident reports and conducted several rounds of Applied Cognitive Task Analysis to create an online cognitive skills training module aimed at improving performance of novice petrochemical refinery field operators.
Utilizing an approach similar to Gary Klein’s ShadowBox, expert feedback and rationale for decision making were extracted and incorporated in the training module. The module was then inserted into the course curriculum for petrochemical refinery field operators. Students in those courses were divided into two groups: One group was provided with feedback in the form of the experts’ ranking, and the other group was provided with feedback in the form of the experts’ ranking as well as the rationale behind their ranking. Participants were also asked to complete post-study questionnaires, including the System Usability Scale (SUS) and the Need for Cognition scale.
Process
Task Analysis
To develop the scenarios, I met with Chevron’s Complex Processing Facilities (CPF) Learning and Development team, which included 5 expert operators and trainers, to discuss strategy. Over roughly eight months, I conducted several rounds of Applied Cognitive Task Analysis (ACTA), consisting of both Hierarchical Task Analysis (HTA) and the Critical Decision Method (CDM), to determine gaps that exist between written procedures and work that is actually done, and to analyze situations in which inexperienced operators may make mistakes.
Training Module
Chevron utilizes Canvas, an asynchronous distance learning tool, as a platform for the online course portion of the formal operator training program, and their goal is to make online training effective in reducing accidents relating to the control of hazardous energy. After the scenarios were developed, I designed the online course module and inserted it into selected online courses to be completed by the novice operators.
Presentation to Management
At the completion of the study, I presented the results to the Chevron Learning and Development management team, and provided recommendations for improvement and continuing research.
Amber Latham 