Redefining Human Performance in complex socio-technical systems Human Performance as key-performance indicator

Over the past decade, high-reliability organizations such as aviation, maritime, and the energy sector have transitioned from a narrow focus on individual human factors to a broader understanding of human performance (HP) as a critical component within socio-technical systems. This paper introduces a novel framework for identifying and measuring HP, using safety assurance techniques to link individual factors with organizational outcomes. The framework incorporates layers of influence, including individual variability, talent management, infrastructure, and cultural dynamics, connected to key metrics such as workload, stress, and fatigue. A case study involving a European air navigation service provider demonstrates how this framework elevates HP to a key performance indicator (KPI), integrating a ‘human performance index’ with a ‘fatigue risk index’ and operational data like traffic complexity and rostering. The study illustrates the framework’s utility in creating actionable KPIs that support growth management, variance identification, and proactive system design, thereby enhancing overall safety and performance.