We examine the impact of human errors by front-line supply chain employees on delivery delays. We build on normal accident theory (NAT), a multilevel theory describing the relationship between a firm's latent conditions (systemic managerial, technology, and social factors) and human errors. Latent conditions can have the unintended consequence of intensifying the impact of a human error, thus, we hypothesize a moderating effect of latent conditions on the relationship between errors and delivery delays. Hypotheses are tested using archival shipment data provided by a Fortune 500 company and archival carrier violations data. A multilevel design, with 299,399 shipments (level 1) nested within 97 carriers (level 2), was tested using mixed effects regression modeling. The results indicated that both dispatcher and driver errors were related to the probability of a late delivery, and that dispatcher errors were associated with longer delays. The moderating effects of several carrier latent conditions were significant and positive, indicating that both types of errors were more strongly associated with the likelihood of late delivery and that dispatcher errors were associated with longer delays when moderated by carrier latent conditions. The results are discussed from the perspective of NAT and technology management, developing prescriptions, and suggesting opportunities for future research.

中文翻译：

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错误是人类：供应链交付延迟的探索性多层次分析

我们研究了一线供应链员工的人为错误对交货延迟的影响。我们以正常事故理论 (NAT) 为基础，这是一种描述公司潜在条件（系统管理、技术和社会因素）与人为错误之间关系的多层次理论。潜在条件可能会加剧人为错误的影响，从而产生意想不到的后果，因此，我们假设潜在条件对错误和交付延迟之间的关系有调节作用。假设使用财富 500 强公司提供的档案运输数据和档案承运人违规数据进行测试。使用混合效应回归模型对嵌套在 97 家承运商（级别 2）中的 299,399 次发货（级别 1）的多级别设计进行了测试。结果表明，调度员和司机的错误都与延迟交付的可能性有关，而调度员的错误与更长的延迟相关。几种承运人潜在条件的缓和作用是显着和积极的，表明这两种类型的错误与延迟交付的可能性更密切相关，并且当受承运人潜在条件的影响时，调度员错误与更长的延迟相关。从 NAT 和技术管理的角度讨论结果，开发处方，并为未来的研究提出机会。表明这两种类型的错误与延迟交付的可能性更密切相关，并且调度员错误与承运人潜在条件调节时的更长延迟相关。从 NAT 和技术管理的角度讨论结果，开发处方，并为未来的研究提出机会。表明这两种类型的错误都与延迟交付的可能性更密切相关，并且调度员错误与承运人潜在条件缓和时更长的延迟相关。从 NAT 和技术管理的角度讨论结果，开发处方，并为未来的研究提出机会。