飛航安全是民航運輸業一項長期而艱巨的重要任務。飛航駕駛員與飛機維修人員位居其中重要環節，一旦發生人為疏失，將可能造成難以彌補的嚴重後果。
本研究以人為因素SHELL模式為基礎，結合相關文獻，加上人與組織互動的介面，提出一個適合航空公司飛航駕駛員及飛機維修人員人為因素應用之分類架構－SHELLO模式。SHELLO模式由SHELL模式原本的核心能力及五個互動構面（人與軟體、人與硬體、人與環境、人與人、人與組織）結合而成，每個構面又各自發展出許多相對應的風險因子。
研究方法採用專家問卷方式，調查資深飛航駕駛員及飛機維修人員的專業意見。在飛航駕駛員方面，以模糊德菲法(Fuzzy Delphi Method)篩選出其對SHELLO模式各構面下之飛航安全人為風險因子，再經模糊層級分析(Fuzzy Analytic Hierarchy Process, FAHP)分析全體專家對於各構面風險因子之相對重要性。最後，根據民航主管機關及航空公司高階主管對風險因子改善可行性的調查，綜合提出四種優先順序及改善建議之組合。在維修人員方面，則以平均數分析資深維修人員對於模式中構面的重要性及風險因子排序，並提供改善建議。
研究發現，SHELLO模式所建立的駕駛員與組織互動構面在全體專家排序中列為第二重要，而維修人員與組織互動構面在全體專家排序中列為第三，顯示本研究所發展的SHELLO模式具有相當的實用性與有效性。另外，本研究所得出的模式重要構面及重要之風險因子排序，可供航空業在資源有限的情況下，聚焦及管理重要之風險因子。

This study proposed a modified human factors SHELL model and applied quantitative analysis to identify the primary risk factors influencing airline pilots and aircraft maintenance technicians (AMTs). An empirical study of Taiwan’s airlines and civil aviation authority was conducted to determine these factors and to illustrate how the approach integrates experts’ opinions about the relative importance and achievability of four risk management strategies for airline pilots. We also conducted the other empirical study of Taiwan’s airlines to determine these risk factors and to illustrate how a quantifiable evaluation approach integrates experts’ opinions about the relative importance of risk factors for AMTs. To help experts weigh such strategies subjectively, a fuzzy Delphi method and Fuzzy Analytical Hierarchical Process (FAHP) were used to deal with the preliminary and primary risk factors for airline pilots, and the mean score was used to deal with primary risk factors for AMTs. The results showed that the modified human factors model is both strategically effective and practically acceptable. The top ten most significant risk factors for airline pilots were found in the dimensions of liveware, organization and hardware. “AMTs and Organization” ranks third in the middle of the six dimensions. Analyzing and ranking the overall influential risk factors for pilots and AMTs, combined with effective risk management strategies, may help airlines better understand the major operational and managerial weaknesses in order to further improve flight and maintenance operations.

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