Cuantificación del error humano en la cadena de suministro: caso de estudio en los servicios de transporte terrestre

This research presents an approach from cognitive ergonomics in human error for logistics sector, particularly in the case of land freight transport. For this, the Systematic Human Error Reduction and Prediction Approach –SHERPA, and Success Likelihood Index Method -SLIM methods were applied in three companies participating. Errors were identified in the generation of the cost of the service (T1), in the entry of service data (T2), in notifying customers of the news of the service (T3) and, preparation of the documentation for the drivers (T4). Errors whose probability of occurrence ranged from 24.8% to 34.2% were quantified. The reliability of each error was determined as an independent system in which case the result for tasks T1, T2 and T3 was 80% and 75% for T4.