A user-centred approach to the management of complex systems

The paper outlines the traditional approach to control and command centre design and the problems most commonly associated with this approach, including major implications for the control of risks and the maintenance of quality and efficiency. The paper discusses reasons for these problems and then describes a systematic process called CARMAN (consensus based approach to risk management) to prevent this situation. This methodology, which involves the end-users in the design of systems and supporting documentation, is discussed in relation to two case studies and the benefits of such participation are outlined