台鐵站務員工處理安全危機之感認能力研究

Abstract

工業革命後，大量機械化造成勞工工作內容的枯燥與單調，人為因素所引發的工安意外事故也因此愈形增加。以往的經驗顯示工安意外事故的發生與人的因子有密切關係；且在意外產生之始，如果第一線的作業員工能即時做出正確的處置，將可大量減低意外災害的程度與範圍。由於軌道運輸系統具有大眾運輸的特性，速度快、運量大，因此一旦發生事故都相當嚴重。 相對於製造業或其他運輸業，鐵路的安全研究多著重於事故的分析與調查，對於組織員工之能力以及發生事故後之應變的研究較少。軌道運輸系統於大部分地區均為專屬路權，僅在平交道與公路有相互的交叉，所以大部分的鐵路事故均發生在平交道。重大死傷意外如果連帶造成鐵路硬體設備的損壞，如電車線斷裂、車廂、軌條、路基毀損等，常造成更大規模的延誤及影響。本研究鑑於近年來台鐵之安全事故頻傳，擬從台鐵員工之安全意識與危機處理能力著手，探索台鐵在員工在安全防制及緊急應變能力之訓練是否足以保障台鐵營運之安全，並以位處接觸乘客第一線的站務員工為實證研究之對象。 由於事故種類眾多，且諸多事故處理程序類似，因此本研究根據目前台灣鐵路管理所制定的標準作業程序，將意外災害加以歸納為『列車碰撞事故』、『火災意外』、『天然災害』、『人為破壞』以及『設備故障』等五大類，並分別依據各類型災害處理步驟的不同，設計問項。待完成問項以後，利用心理感認量測之方法，以捕捉台鐵站務員工對其可能遭遇之各種安全危機之感認能力。 在資料之分析上，本研究所採用之Rasch量測方法除能估算出每位受訪站務員工之安全危機處理能力外，更能排列出各種安全危機情況之相對處理難度。結果顯示，在『列車碰撞』、『火災意外』、『人為破壞』三類事故中，需要掌握事故或死傷者情況，向家屬及媒體說明時，此項步驟均屬該類型事故中相對最難的步驟。次要相對困難的步驟則包含有『向上通報』、『公路接駁』、『協助調度』及『發布資訊』等。而研究中也發現站長相對於副站長，高員級員工相對於員級員工有較高的感認能力，並可發現實務經驗的有無將可影響感認能力的高低。從本研究所獲得之研究結果除可提供台鐵一份站務員工之安全體檢報告外，更能做為未來台鐵規劃員工安全訓練內容之參考依據。

After industrial revolution, a wide range of mechanization makes labor work monotonous and boring, and the human factors become the important components affecting the industrial safety. We have learned from many industrial disaster cases that if the operator can respond with a prompt and appropriate reaction in time when an accident occurs, the loss or damage will be reduced to the minimum. This safety crisis handling ability is especially important for the railway system due to its high speed operation as well as heavy loading of passengers and freight. The safe research on the railway system has been focused on investigating the causes of accidents. However, few studies have been conducted to explore the effect of employee's reaction ability on the severity of accident occurrence. This study was undertaken to evaluate the ability of handling safety crisis for the station staffs of railway system and explore the difficulties of related taks for rescue when an accident occurs. Through the designed questionnaire, an empirical study was implemented by interviewing the station staffs of Taiwan Railway Administration (TRA) and 166 effective samples were collected for this study. The Rasch models were then applied to measure the safety crisis handling abilities of TRA station staffs when facing various types of accidents, and the difficulties of related rescue tasks were then identified. The study results showed that the safety crisis handling abilities were different between various groups of station staffs in terms of their age, education, and seniority. Furthermore, some rescue tasks were found to be more difficult than the others. This study really provided a set of valuable imformation for TRA to establish their training and education programs for accident prevention and rescue.