Human factors and quality: Integration and new directions

Interactions between the quality movement and the human factors profession have been discussed in a number of recent papers. This article defines a ba sis for interaction based on the beliefs and techniques of both fields, and provides recent examples of cooperative efforts. Two specific challenges, one in manufacturing quality and one in service quality, are presented to d emonstrate that human factors analyses of quality problems lead to new and useful insights. (C) 2000 John Wiley & Sons, Inc.