Problem Solving when Procedure Conditions Are Not Met

Abstract

Procedures and software for procedure execution are widely used in many work domains, and they support fluent performance in well-understood tasks. However, over-reliance on procedures can create challenges when the conditions assumed by procedures are not met. It is desirable for people to be able to use the same software to problem-solve when procedure conditions are not met as well as execute the procedures fluently when these conditions are met. We provide a detailed case study in a complex aerospace domain identifying strategies participants used to problem-solve when procedure conditions were not met. Our participants used software (called PRIDE) that was designed for fluent execution of electronic procedures, successfully for problem-solving as well. We develop strategy-level coding, and the construct of a planning set as part of strategy definition, used to code participant data. Further research will analyze and develop the resources needed to support problem solving as well as routine execution during operation.