The credibility, dependability, and transferability of the data and findings were assessed using the method proposed by Graneheim and Lundman58. Credibility was established through a three-month engagement in data collection and member checking, where participants confirmed the accuracy of their responses. The data analysis process was conducted by a research team (authors) who are experts in two fields (safety and human factors) by reviewing the extracted codes and related categories. After 12 interviews, no new codes or information emerged, indicating data saturation. To further validate the findings, additional interviews were conducted with three more participants. The codes were revised if necessary. Dependability was ensured through a semi-structured interview guide and a consistent classification system for data analysis.
In this study, interviews were analyzed using content analysis methods in MAXQDA software. Following the analysis of the interviews, we identified 580 codes and subsequently categorized them into 14 categories with 41 subcategories. Figure 1 shows all identified categories with their total number of codes.
The overall workload category with 197 codes highlights its predominant significance in CRs. Health hazards with 69 codes underline the health-related concerns in CROs. The third category, with 54 codes, was the work station design, suggesting the critical role of ergonomics in creating optimal operator performance. Economic and social challenges (40 codes) and physical hazards (36 codes) also take significant attention and emphasize economic pressure and physical hazards in the control room environment. Welfare and facilities, organizational structure factors, and managing issues with 30, 22, and 18 codes respectively suggest the ongoing organizational and managerial considerations. Categories such as acoustic factors and lighting and visual factors highlight the need for noise and lighting management. Lastly, environmental factors, security and strategic issues, aesthetic considerations, and chemical hazards have codes ranging from 10 to 17, showing other different aspects of control rooms in process industries that should be considered for operators’ safety and well-being. We will describe and discuss each category and its subcategory in the following sections. In addition, all categories and subcategories with samples of identified codes are presented in a supplementary file. In this section, sample codes were written in text with italic format.
The Overall workload category has the highest number of codes in this study. The current research identified four subcategories for this category, as shown in Fig. 2. Dividing overall workload into subcategories is an important strategy for more precise assessment and then planning better management of its impacts on individuals and systems. Stress and responsibility with 128 codes was the first subcategory and showed its role as the most contributing factor to overall workload. The second subcategory was mental workload, with 41 codes. The third and fourth were supportive social environment and physical workload, with 16 and 12 codes, respectively.
The subcategory of stress and responsibility includes various factors that significantly increase workplace stress, also affecting operators’ performance and well-being. One of these factors is fear of accidents, which dominantly originated from the critical and hazardous nature of the work environment. One operator said, “I always worry that if I make a mistake, a serious accident could occur. This thought constantly occupies my mind. P 15”. Another factor is the need for a second job due to the economic pressures and insufficient basic income. One operator reported, “In addition to work stress, I also have the stress of needing a second job due to insufficient income because the financial pressure is too great. P 14”. Economic problems were also reported. This issue was related to the livelihood and financial challenges faced by the operators. In addition, social responsibility towards the people of the community was another contributor to stress. Another factor reported by most operators is shift work and long working hours. This causes stress because operators feel they don’t have enough time to recover, do personal activities, or relax. For example, one operator mentioned that “One source of our stress is the long working hours, which are annoying for those who are confined to this for 12 hours a day for years. P 1.” The operators also mentioned that alarm activation, being responsive, the need for quick reaction, unpredictable work, and excessive responsibility are some factors that create a stressful condition in the control room. Dangerous Nature of the Workplace was the most repeated code by participants, which is related to the essence of control rooms. Many of the operators emphasized that working in a control room environment always is stressful. One of them stated, “I always have to be careful; a moment of inattention means a major disaster. P5.” Work-related distractions/preoccupations, difficult working conditions, lack of replacement for retired personnel, and feeling left behind the other people are other elements that caused stress for operators.
In the mental demand subcategory, one of the key factors is the complexity of tasks that forces operators to keep their minds constantly engaged in detailed analysis and quick decision-making. For instance, an operator mentioned that “Sometimes I feel like I should be a computer that must analyze all the details; it really tires my mind. P7”. Meanwhile, being a beginner in control rooms or inadequate training creates more mental workload in operators. To confirm this issue, one of the participants said, “When you haven’t trained enough, this psychological pressure increases and reduces your self-confidence. P 13”. The coordination with other units, the need to closely monitor processes, and the need for proper task execution also intensify the psychological demand. On the other hand, the need for continuous production and frequent calls from higher authorities, combined with the criticality of under-control processes, make the work environment a high-pressure place. Furthermore, operators also reported that the need for reporting information to higher authorities, high task sequencing, and the presence of unrelated individuals in the CR were among the factors that imposed high pressure on them. The need for rapid response and the necessity of making correct decisions to changes or emergencies make this situation more difficult, especially when the lack of emergency operating procedures (EOP) in CRs is an issue. This was stated by a participant as follows: “We do not have emergency response guidelines in case of emergencies, which can cause confusion. P 2”. In addition, elements such as the need for constant awareness and self-control keep operators’ minds constantly engaged and prevent opportunities for mental rest. Exclusion from the labor law’s provisions on hazardous and strenuous jobs creates a sense of being ignored for operators that increases mental demand, as mentioned by an operator: “Our work is very hard, but we are not subject to protective laws such as labor law’s provisions on hazardous and strenuous jobs, which causes us a lot of psychological burden. P 12”. Lastly, ambiguity of career future was another factor that impacted the operator’s mental health. A lack of clarity in the career future or security can reduce motivation.
In terms of supportive social environment factors, one operator stated that “I feel that many of our colleagues in other departments do not understand our real working conditions. P 1.” This clearly indicates a lack of understanding by colleagues in CRs can cause some problems for operators. Another individual, in terms of lack of support from managers, said that “Managers rarely pay attention to our conditions here or understand our problems and feelings. P 3”. The Unfamiliarity of new personnel with the CR requirements was another problem that operators experienced. Additionally, they express concerns about the lack of feeling valued that affects their performance. For example, one of them mentioned that “Sometimes I think no one sees our efforts. Maybe no one values us. P 5”. The gap between experienced and beginner operators also was an important issue. In this regard, an experienced operator stated, “Many newcomers don’t know how complicated our work is, which makes most of the tasks fall on the shoulders of experienced people. This issue puts more pressure on us and sometimes causes tension between us and them. P 5”. Finally, lack of public understanding of the importance and nature of CR operators’ work was another challenge. This public indifference creates an unpleasant feeling among operators that, over time, negatively affects their work motivation.
Regarding the physical demand, prolonged sitting was the most frequent challenge reported by participants. They have to sit behind their desks for long hours during shift work. This problem, especially with non-ergonomic chairs, can cause discomfort and problems such as chronic shoulder, neck, and back pain. The statement such as “One of our problems is sitting for a long time during the work shift. P 10” is one example of the reported claim. Prolonged screen exposure is the second identified key element that relates to visual and psychological problems. Blurred vision, eye fatigue, dry eyes, headaches, and other problems can result from this prolonged exposure. One operator stated that “We work with the monitor for long hours, which damages our eyes. P 1.” Employees also reported occasional manual tasks as a concern. In some situations, especially during emergencies and technical problems, they need immediate physical actions to adjust the problems that can have a significant effect on physical fatigue.
In the current study, the second category was health hazards, with 8 subcategories and 69identified codes. The tree map in Fig. 3 shows the subcategories with their percentages of the category total codes. In the following, the hazards will be described with mention of the operator’s experiences and explanation of the existing conditions.
Electromagnetic radiation exposure from screens and devices had the highest number of codes in the category. In this regard, one operator stated that “one of the worst problems we have is the electromagnetic radiation of the equipment, which is very effective on the internal organ system of the body P 13.” Irritability, anxiety, and mood swings were also frequently reported problems. Operators stated that night shift work is the main cause of such problems that can have negative effects on their lives and social relationships. For instance, one operator said that after the night shift, especially until noon or evening, we are not normal at all, and it can have a negative impact on interactions. P 2″. Insufficient sleep and rest hours due to a lack of rest regulations during night shifts were mentioned by participants. This causes the operator to lack the energy to do their job and can also affect their health. In the night shift, individuals have little sleep and do not have enough rest and must constantly pay attention to the systems. The next day when they go home, they don’t get anything done, and it has a negative effect on their nerves and interactions inside and outside the house. P 3″ Development of musculoskeletal disorders was another prevalent complaint. These disorders are mainly caused by prolonged static postures during work hours that impose significant pressure on their vertebral column and muscles. A participant stated that, “In terms of ergonomics, we sat here for 12 h. This condition has caused severe pain in my back and neck, and I feel that these pains are getting worse day by day. P 8”.
Participants mentioned that the proximity to agricultural lands and establishment of industries in foothills were two factors contributing to the presence of biting animals and insects in the CR. One of the operators noted, “Here, dangerous biting animals enter the control room that can threaten our health. P 1.” Eye strain or damage is another health risk of operators in control rooms. This issue is highlighted by operators’ statements such as “One of our problems is constantly sitting behind the monitor, which causes damage to our eyes. P 7”. Due to the high focus required to process detailed information on the screen, operators experience issues such as eye fatigue, blurred vision, and headaches. Constant exposure to light during night shifts can disrupt the circadian rhythm (the 24-hour biological clock of the body). This disruption can reduce the operator’s productivity and also lead to problems such as excessive fatigue and decreased energy during the day. One operator complains that “There is a lot of light here during the night shift that disturbs my sleep. I can’t sleep well even when I go home. P 13”. Regarding gastrointestinal diseases or digestive issues Eating during the night shift work and an unhealthy diet during the night shift work were two main causes stated by the study participants. According to one of the operators that mentioned, “I had cancer a few years ago, and the doctor said one of the reasons is that you eat and work out of time P 10,” this problem can be a serious threat to their health.
The third category encompassed concerns about workstation design. The category contained 54 identified codes. 40.7% of them were allocated to the chair and desk subcategory. The second sub-category was display and mouse, with 38.9% of codes. Privacy and personal space concerns as a third subcategory had 9.3% of codes. %3.7 of codes were allocated to each subcategory of access issues to necessary information, use of natural light, and footrest. Many operators’ complaints were about unsuitable chair and desk. In terms of chairs, they mentioned problems such as old and low-quality chairs, malfunctioning height adjustment, long replacement time, long repair period, and no periodic replacement. Statements such as “The chairs are not suitable for the operator’s 12-hour work and are of poor quality. P14” showed the problems. In addition, short height, lack of height adjustability, and ineffectiveness of temporary desk height adjustment solutions were the reported desk problems. As stated by operators, “Our desk height is short, and we have to bend down to look at the monitor. P 8.” These problems caused discomfort and bad posture. Display-related issues such as outdated monitors, lack of height adjustability, monitor radiation, and absence of radiation shields affected operators’ performances. For example, one operator mentioned that “the displays are not industrial and are not suitable for our work P 2”. In terms of mouse, some concerns were outdated mouse, short cable length, non-industrial mouse and worn-out mouse. These concerns affect the operator’s comfort and productivity. Access issues to necessary information included codes such as the distance of necessary monitoring displays from the workstation and lack of shared-off display. Operators were concerned about their privacy and personal spaces in control rooms, stating different issues such as feeling confined in the control room, lack of personal privacy, and lack of physical privacy. For example, an operator said, “We need a closed environment around ourselves, both personal and physical. P 1” Other subcategories in workstation design were presented in Appendix A.
In this category, the two main subcategories were work-life conflict and economic and financial pressure, which accounted for 57% and 43% of the codes, respectively. Work-life conflict was a serious problem. Not taking official holidays and difficulty in adjusting with family were parts of these concerns. One operator stated that “The problem is that we are working during the holidays, and this causes objections and upset to the families P2.” Others also mentioned the reduction in their capacity after shift work and family stress in adapting to shift work. These issues have seriously impacted the social and family interactions of operators. In the economic and financial pressure sub-category, regarding the privatization of industries, one operator stated, “Since the company became private, we have not felt job security, and support in various fields has decreased. P 3.” Economic problems were raised as another major concern. Non-implementation of certain legal items in salary as well as non-payment of allowances and bonuses and incompatibility of work and salary were among other reported problems. For example, an individual admitted, “Our salaries are not commensurate with the work we do and are not enough to cover our living expenses. P 1.”
Operators reported various issues related to welfare and facilities, which can be categorized into two main subcategories: rest and recreational facilities (81% of codes) and welfare services (19% of codes). A significant concern was rest and recreational facilities. Problems included inadequate welfare services and facilities, lack of access to amenities such as cinemas, restaurants, travel, and entertainment programs for children, insufficient recreational accommodations, and the absence of sports equipment at the workplace. For instance, one operator stated, “Sports facilities could reduce our workload, but we do not have the necessary equipment. P4.” Additionally, the lack of adequate and suitable rest areas was another critical issue. Welfare services also raised concerns among operators. They expressed dissatisfaction with the absence of industry-specific hospitals, small pantry areas, and the lack of a separate visiting room in the control room. One operator noted, “Our pantry is so small that we can’t even do simple things like heat up food. P 9”. Other reported issues included no allocation for purchasing allowances, unsatisfactory food, and inadequate transportation services.
We identified two main subcategories in this category: annoying noise and annoying vibration, which together account for 66.7% and 33.3% of the total codes, respectively. A primary concern in the studied control rooms was annoying noise. Non-acoustic control room structures and noisy site equipment contributed to this problem. One participant noted, “One of the most annoying noises we encounter in the control room is the noise of site equipment. P 12.” Additionally, factors such as a lack of organizational culture, no separate maintenance room, and no designated visiting area exacerbated the noise levels in control rooms. Other sources of annoying noise included control room equipment, communication telephones, and central ventilation systems. Annoying vibrations were also an important issue. Operators frequently reported that the vibration from site equipment and the absence of vibration isolation were persistent problems. One operator remarked, “The constant vibration of the site equipment we feel in the control room is bothering us and making us lose focus. P 13.” Other sources of vibration included radio and wireless communication systems, network and communication devices, power supplies and UPS units, and computers and processors.
Figure 4 illustrates the four subcategories of physical hazards and their corresponding code percentages.
Operators reported several contributing factors related to the risk of slipping and falling, including slippery flooring, scattered cables, insufficient lighting, and the lack of safety footwear. An operator noted, “These scattered cables in the control room pose a risk of falling for us. P5.” Another significant hazard was the fire risk, which is exacerbated by the presence of flammable materials and a non-insulated ceiling in the control room. Additionally, the absence of an automatic fire suppression system heightened operators’ concerns. A participant remarked, “Despite the large amount of electronic equipment in the control room, our fire extinguishing system is not automatic, and the results could be dangerous. P6.” Electric shock, primarily due to unshielded cables and the presence of electrical equipment, was another hazard. One operator pointed out, “As you can see, we have a lot of electrical equipment in the control room that can cause electric shock. P15.” Finally, high pressure in the work process increases the risk of the vulnerability of the control room to equipment explosions. These issues underscore the urgent need to enhance physical safety and eliminate existing hazards in control rooms.
The category of lighting and visual factors refers to aspects that affect the quality and comfort of operators’ vision. All known factors in this field are listed in the subcategory of lighting design and functionality. The use of improper lamps and inappropriate light color in control rooms caused poor lighting quality. In addition, excessive brightness at night was one of the biggest concerns. In this regard, one operator mentioned, “During the night shift, there is excessive white light reflection in the command control room, which is annoying. P 8.” Poor lighting design, outdated lighting systems, and a high number of burnt-out bulbs exacerbate the lighting problems in these control rooms.
In this category, the results revealed that the primary challenges faced by workers included team interaction issues (13.6% of codes), employee engagement issues (50% of codes), and training and development issues (36.4% of codes). One key concern among operators was a lack of participation in organizational decision-making. They also noted the absence of employee surveys within their organizations, which contributed to their frustrations. Operators felt that a top-down perspective and insufficient interaction between managers and employees created challenging work conditions as one operator expressed, “We have no role in organizational decision-making, and this discourages us. P 3”. Additionally, operators reported tension among team members stemming from conflicts and misunderstandings about work processes. Some were particularly worried about disagreements regarding command issuance, which can hinder coordination and productivity. One operator remarked, “One of the problems we have is that sometimes there are disagreements about commands and how to implement them. P11”. Regarding training and development, operators reported several issues that negatively impacted their experience. They mentioned that conducting training on rest days, a lack of transportation for training classes, and mandatory attendance requirements increased their dissatisfaction. For instance, one operator stated, “one of the problems with our training classes is that they don’t have separate transportation. P 13” Furthermore, a lack of attention to employee comfort and insufficient training courses, along with a lack of retraining opportunities, were also significant concerns.
In the qualitative study, operators provide valuable feedback on challenges related to human resource management (55.6% of codes) and retirement issues (44.4% of codes). This finding emphasized the urgent need to improve the management process and prepare employees for different stages of work and life. One of the stated issues was the necessity of selecting suitable individuals for operations as well as the necessity of employing experienced individuals in supervisory roles. It indicates that the selection of expert and qualified personnel has a direct impact on individual and team performances. One operator stated that “people who choose to work in the control room must be mentally fit. We need people who can react quickly in sensitive situations. P5.” Furthermore, issues such as the necessity of encouraging experience sharing and the necessity for job rotation of operators were reported. Retirement issues also have critical importance, particularly concerns about a decrease in social interactions, a decline in life skills, and a lack of familiarity with social changes. One operator stated, “When you get retired, you find that you don’t know anyone; you can’t communicate with anyone in society. P5.” The emergence of family problems was another problem after retirement. These problems showed the necessity for training and preparing control room staff for the transition to retirement life.
Operators’ concerns regarding environmental factors are divided into two subcategories: thermal environment (76.5% of codes) and indoor air quality (23.5% of codes). A major issue identified was the lack of a central heating and cooling system, which negatively impacts employees’ comfort and concentration. In this regard, one operator stated, “Because we do not have a central heating and cooling system, we face heating and cooling problems in summer and winter. P13.” Frequent trips to the control room also emerged as a concern related to thermal conditions, as they can disrupt proper airflow. Additionally, air quality in control rooms is another critical issue, primarily caused by malfunctions in the central ventilation system and its obsolescence and lack of maintenance. A participant remarked, “Our air conditioning system is old and hasn’t been repaired, so it doesn’t work properly P8.” Other factors include incomplete isolation of the control room, proximity to agricultural areas, emissions from printers, the presence of a battery bank in the control room, and the impact of polluted work clothes.
Security and strategic issues were related to terrorist and cyberattacks (64.7% of codes), security weaknesses (29.4% of codes), and potential conflicts with local residents (5.9% of codes). These findings highlight the critical nature of process industries and the urgent need to strengthen security measures to protect personnel and assets. One major concern was the threat of terrorist and cyberattacks, driven by the political and military tensions in the Middle East and the strategic importance of process industries. As one operator noted, “Given the conditions in the Middle East, the stress of a cyberattack or terrorist attack is always with us. P 11.” Security weaknesses, stemming from factors like insufficient security personnel and an over-reliance on CCTV cameras, also raised alarms. An operator commented, “One of the security weaknesses we have is that we rely solely on CCTV cameras and don’t have enough security personnel. P 9.” Additionally, operators pointed out that a lack of defensive tools and the extensive area of industrial operations complicate security conditions. Finally, operators highlighted that the industrial use of local natural resources could lead to conflicts with local residents. For instance, one participant remarked, “Here we are using the water resources of this region, and if they are compromised, there is a risk of conflict with us. P 11.”
Aesthetic considerations in control rooms were a major issue reported by operators. They believed that aesthetic deficiencies can directly impact their job incentive and satisfaction. Inappropriate color schemes for walls, ceilings, and flooring had negative effects on operators’ concentration and caused premature fatigue. One operator mentioned, “The color of the walls, ceiling, etc., is not suitable for the control room and does not make us feel good and is boring. P 3.” Lack of green spaces and indoor plants and absence of aquariums or water features were also reported by operators as some deficiencies that they suffered.
Leakage and exposure to chemicals (90% of codes) and the presence of an unpleasant odor in the control room (10% of codes) were two main subcategories of chemical hazards that were presented in the following. The presence of hazardous chemicals in the process and the degradation of process equipment were mentioned as two main reasons for leakage and exposure to chemicals in control rooms, as stated by one participant: “The equipment we have in the process is worn out, and chemical leaks could occur at any moment. P 15.” Some operators suffered from unpleasant odors in control rooms due to improper disposal of industrial wastewater. In this regard a participant stated, “The unpleasant smell in the control room is bothering us due to improper sewage disposal. P 1.”
