Managing demand variability in complex sociotechnical systems: a case for resilience in airline operations control

Kenneth investigated how airline operations controllers respond to uncertainties relating to tactical control demands, and the strategies they employ when renegotiating plans across multiple, semi-autonomous centres of control. Kenneth's findings elucidate how decision-making architectures evolve during dynamic renegotiation of decision authority. Kenneth's thesis further proffers knowledge on how severity of demand shape the way controllers perceive and interpret rule prescriptions, and the way they go about matching 'a changing set of contingent rules to a changing set of situations'. From the perspective of Cognitive Systems Engineering, Kenneth's thesis findings have promising implications for enhancing cognitive interactions that involve humans and machines in complex work systems.