Abstract
Information technology (IT) systems are known to promote improvements in quality and productivity of the work environments of complex and adaptive socio-technical systems that span hardware, community and software aspects. Systems development lies in eliciting and specifying requirements. However, current requirements of elicitation techniques are limited to correctly understanding the complexity involved in socio-technical systems. Therefore, approaches based on Resilience Engineering can provide concepts and methods for a better understanding of socio-technical systems’ functioning. This study aims to increase the application of the Functional Resonance Analysis Method (FRAM) in the requirements elicitation process. Specifically, understanding variability and its role in enhancing the requirements elicitation and specification process for the design/redesign of IT systems in complex socio-technical systems deployed in building maintenance is the main goal. This study proposes the merging of human factors and ergonomics (HFE) and Resilience Engineering concepts with Software Engineering. A case study was performed with workers to produce requirements specifications for work order issuing activity. This case study indicates the usefulness of the proposed approach for the specification of functional requirements to redesign the IT system examined. FRAM enables inferences to be made from hidden or fuzzy situations that are often not expressed by system users or are not detected by the system designer.
Highlights
Complex socio-technical systems [1] involve a multifaceted interaction between humans, machines, and the environmental aspects of the work system [2]; this can comprise some subsystems and subtasks linked in known or unknown ways [3]
This study proposes the merging of human factors and ergonomics (HFE) and Resilience Engineering concepts to drive the elicitation and specification of requirements in Software Engineering
Fieldwork was undertaken in an research and development (R&D) organization, especially in the department for building maintenance (DBM), which is responsible for managing the maintenance of the organization buildings
Summary
Complex socio-technical systems [1] involve a multifaceted interaction between humans, machines, and the environmental aspects of the work system [2]; this can comprise some subsystems and subtasks linked in known or unknown ways [3]. The entire system may be affected by small oscillations occurring in specific tasks, leading to potentially critical consequences [5]. Such systems are known for being prone to unexpected variability, which means that actors will vary their actions in response to situational demands or disturbances to achieve a system’s goal. Information technology (IT) systems can promote the improvement of quality and productivity in the work environment of complex socio-technical systems. In non-residential infrastructures, it would be impracticable to manage adequately the maintenance of heating, ventilation, and air conditioning (HVAC)
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