Human error pada proses penyortiran parsel manual merupakan kontributor signifikan terhadap kejadian misroute dalam operasional logistik, yang secara langsung memengaruhi efisiensi operasional dan kualitas layanan. Penelitian ini bertujuan untuk menilai keandalan manusia (human reliability) pada proses penyortiran manual di PT. XYZ menggunakan metode Human Error Assessment and Reduction Technique (HEART) yang diintegrasikan dengan model SHELL. Penelitian observasional dengan desain studi sebelum dan sesudah (before–after study) serta analisis komparatif pada dua kondisi: sebelum perbaikan proses manual sorting (18 sub-tugas, tanpa pemindaian wajib) dan sesudah perbaikan proses manual sorting (23 sub-tugas, dengan pemindaian wajib). Metodologi mencakup Hierarchical Task Analysis (HTA), identifikasi Error Producing Conditions (EPC) berbasis SHELL, klasifikasi Generic Task Type (GTT), penilaian Assessed Proportion of Effect (APOE) melalui Focus Group Discussion Subject Matter Expert yang melibatkan empat ahli, perhitungan Assessed Effect (AE), dan perhitungan Human Error Probability (HEP). Hasil penelitian menunjukkan bahwa rata-rata HEP menurun dari 0,142 menjadi 0,044 (penurunan sebesar 69,1%), sementara HEP tertinggi menurun dari 0,72 menjadi 0,160 (penurunan sebesar 77,8%). Misroute terkait penyortiran yang disebabkan oleh human error menurun dari 761 kasus (53,4%) menjadi 330 kasus (19,6%), atau turun sebesar 56,6%. Namun di sisi lain, proporsi misroute yang disebabkan oleh faktor sistem justru meningkat, yang mengindikasikan bahwa faktor kontributor bergeser dari human error menuju kesalahan sistem; sehingga peningkatan keandalan sistem tetap diperlukan untuk menjaga kinerja operasional secara keseluruhan. Temuan ini mengindikasikan bahwa perbaikan proses manual sorting, termasuk penerapan pemindaian wajib, secara substansial meningkatkan keandalan manusia, sekaligus menegaskan perlunya penguatan keandalan sistem secara berkelanjutan. Integrasi metode HEART dengan model SHELL terbukti efektif dalam mengidentifikasi faktor kontributor sistemik dan mengukur probabilitas human error, sehingga menjadi dasar dalam merancang intervensi pengurangan error yang tepat sasaran.

Human error in manual parcel sorting is a significant contributor to misrouting in logistics operations, directly affecting operational efficiency and service quality. This study aims to assess human reliability in the manual sorting process at PT. XYZ using the Human Error Assessment and Reduction Technique (HEART) integrated with the SHELL model. The research employed an observational before-after study design across two conditions: before the manual sorting process improvement (18 sub-tasks, without mandatory scanning) and after the manual sorting process improvement (23 sub-tasks, with mandatory scanning). The methodology comprised Hierarchical Task Analysis (HTA), SHELL-based Error Producing Conditions (EPC) identification, Generic Task Type (GTT) classification, fuzzy Assessed Proportion of Effect (APOE) scoring through a Subject Matter Expert Focus Group Discussion involving four experts, Assessed Effect (AE) computation, and Human Error Probability (HEP) calculation. The results showed that the mean HEP decreased from 0.142 to 0.044 (a reduction of 69.1%), while the highest HEP declined from 0.72 to 0.160 (a reduction of 77.8%). Sorting-related misrouting attributable to human error fell from 761 cases (53.4%) to 330 cases (19.6%), a reduction of 56.6%. Nevertheless, the proportion of misrouting attributable to system-related causes increased, indicating that the contributing factors shifted from human error toward system failures; thus, improving system reliability remains necessary to sustain overall operational performance. These findings indicate that the manual sorting process improvement, including the implementation of mandatory scanning, substantially enhanced human reliability, while underscoring the continued need to strengthen system reliability. The integration of the HEART method with the SHELL model proved effective in identifying systemic contributing factors and quantifying human error probability, providing a basis for designing targeted error-reduction interventions.

PT. X merupakan perusahaan penyebrangan dan pelabuhan besar yang melayani lebih dari 300 lintasan di Indonesia. Meskipun PT. X telah mengembangkan prosedur keselamatan evakuasi keadaan darurat di kapal, risiko terjadinya human error masih belum dapat sepenuhnya dicegah dan dikendalikan. Penelitian ini membahas mengenai Human Reliability Assessment dengan tujuan untuk mengetahui, menganalisis, dan mengkuantifikasikan kemungkinan human error pada Prosedur Penanganan Keadaan Darurat: Meninggalkan Kapal di PT. X dengan menggunakan model Human Error Assessment and Reduction Technique (HEART) dan didukung teori Generic Error Modelling System (GEMS). Hasil penelitian menunjukkan bahwa sub tugas 4.5 “terapung dengan posisi telentang” merukapan tugas dengan nilai HEP tertinggi dengan nilai sebesar 2,2E-01. Selain itu, Sub tugas 3.1 “menurunkan life boat” (1,27E-02), 3.3 “menyiapkan life raft yang terapung ke sisi lambung kapal” (1,75E-02) dan 5.2 “mendayung life raft menjauh dari sisi kapal” ditemukan sebagai 3 tugas yang sepenuhnya dikerjakan oleh ABK dengan nilai HEP tertinggi. Beberapa jenis kesalahan manusia yang mungkin terjadi ditemukan pada pelaksanaan Prosedur Penanganan Keadaan Darurat: Meninggalkan Kapal di PT. X yaitu lapse (32%), slip (29%), knowledge-based mistake (20%), ruled-based mistake (10%), situational violation (5%), routine violation (2%), dan optimising violation (2%). Pencegahan dan pengendalian kesalahan manusia disarankan untuk dilakukan dengan memerhatikan nominal HEP tertinggi serta jenis-jenis human error yang ditemukan dalam penelitian ini

PT. X is a large ferry and port company that serves more than 300 routes in Indonesia. Although PT. X has developed emergency evacuation safety procedures on board, the risk of human error still cannot be completely eliminated and controlled. This study discusses Human Reliability Assessment with the aim of knowing, analyzing, and quantifying the possibility of human error in the Emergency Handling Procedure: Abandoning Ship at PT. X using the Human Error Assessment and Reduction Technique (HEART) model and supported by the Generic Error Modeling System (GEMS) theory. The results of the study indicate that sub-task 4.5 "floating in a supine position" is the task with the highest HEP value of 2.2E-01. In addition, Sub-task 3.1 "lowering the life boat" (1.27E-02), 3.3 "preparing the floating life raft to the side of the ship's hull" (1.75E-02), and 5.2 “rowing the life raft away from the side of the ship” are 3 tasks that are completely carried out by the crew with the highest HEP value. Several types of human errors were found that may occur in the implementation of Emergency Handling Procedures: Abandoning Ship at PT. X are lapse (32%), slip (29%), knowledge-based mistake (20%), ruled-based mistake (10%), situational violation (5%), routine violation (2%), and optimizing violation (2%). Prevention and control of human errors are recommended to be carried out with careful attention to the highest HEP nominal and the types of human errors found in this study.