chapter  6
11 Pages

Maintenance Professionals

The Stigmatized Heroes
ByJosé Baptista

The maintenance team members were aware that they were rendering a good service and that the customer was generally satisfied. The customer, although restrained, expressed satisfaction for the services he received and pointed out that one of the great differentials was that the maintenance team was very experienced and committed and that therefore, there were no major problems in manufacturing. The human failures can be classified into errors and violations that occur during the execution of maintenance tasks. Returning to the Error Management, the author reflects on how the organization influences human error in maintenance, or in what context the maintenance team operates in the most diverse industrial segments. Maintenance work often drives people out because, intuitively, it has always been associated with unfavorable working conditions such as working under pressure, long working hours, including weekends and holidays, and lack of recognition, among others.