Picture the scene. A trained operator loses control of a lift truck. Again. Some damage is caused but luckily nobody is hurt. This time. The supervisor sighs and says: ‘Be more careful.’ But was being careful really the problem?
Encouraging more ‘careful’ operation is well meaning, but it may not lead to meaningful change. Your lift truck operators have completed their required training. They have been given the necessary skills and knowledge to do the job. They know HOW to be careful. Yet lift truck incidents still happen. Why?
Behind every incident is a story. Understanding this is what is crucial to preventing incidents in future. So how do you get to these root causes of incidents? One valuable way is by making sure materials handling equipment (MHE) incident investigations go deep enough to reveal the untold story. Smarter investigations could save lives.
The hidden cost of surface-level investigations
Every year, countless MHE incidents occur across the UK and beyond. Regardless of training and attitude, every individual can make mistakes. But “human error” isn’t a root cause, it’s a symptom. To gain true understanding, we have to go beyond the obvious.
Stress, fatigue, poor equipment design, time pressures, and cultural norms are all factors that could play a part in incidents occurring. But when investigations fail to dig deep enough, these issues remain hidden, and the risks remain. As the Health and Safety Executive (HSE) says: “In order to avoid accidents and ill-health, companies need to manage human failure as robustly as the technical and engineering measures they use for that purpose.”
For QSHE, training, and operations leaders, the stakes are high. A single incident can lead to reputational damage, regulatory scrutiny, and costly downtime. Most importantly, it could have a human cost, leading to serious injury, or worse.
Despite this, many lift truck incident investigations still lack structured methods. When an incident occurs, there are informal conversations with those involved. Or the cause can be determined based on nothing more than assumptions or blame.
The power of structured lift truck incident investigations
The good news is that there are ways for teams to confidently uncover the real reasons behind incidents. And prevent them from happening again. By using robust and structured investigations.
Using the right investigation tools and methods can help reveal training gaps, design flaws, communication breakdowns, and cultural norms. These may otherwise be unseen. And this is what provides a route to real change.
Effective investigation techniques could include:
- The 5 Whys – The 5 Whys method aims to identify the root cause of a problem by repeatedly asking “why?” – five times or more. Asking the question repeatedly can help peel away the layers. This can help reveal underlying reasons.
- Fishbone diagram – This tool is known as a Fishbone diagram, Ishikawa diagram or a cause-and-effect diagram. It is a visual approach to help identify and understand the causes of a problem. It can help brainstorm and explore causes in a structured and collaborative way.
- Human factors analysis and classification system (HFACS) – The HFACS approach aims to understand how humans interact with systems, environments, and technology. Its focus is on uncovering (and addressing) risks associated with human error, and other influences on performance or wellbeing.
However, these tools alone are not enough. Those investigating materials handling equipment incidents also need the right attitude, skills, and confidence. This is key to helping encourage a culture of learning and safety, not blame.
Creating real change through eLearning
To get to the heart of MHE incidents and create genuine cultural change, those tasked with investigating incidents need to have the right mindset and skillset.
Investigations may not be their full-time job. Materials handling equipment may be just one small part of their remit. But this shouldn’t be a barrier to having the correct investigation abilities.
The RTITB MHE Incident Investigation eLearning course is designed to help equip candidates with practical investigation skills grounded in real-world scenarios. It teaches how to make evidence-based decisions, and ways to create a safer, more resilient workplace. It gives candidates the confidence to ask the right questions and challenge assumptions. This empowers team to:
- Understand the “why” behind incidents—not just the “what”
- Identify and address universal risks
- Improve communication and accountability
- Reduce repeat incidents and downtime
- Build a proactive, safety-first culture
For decision-makers under pressure to deliver results with limited resources, this RTITB eLearning is not just a training course. It is a strategic investment. It helps reduce long-term costs, supports compliance, and improves investigation effectiveness. This, in turn, can reduce the risk of incidents and save lives in the process.
Moving from compliance to culture
Safety isn’t just a box to tick. It is not just about training, or inductions, or supervision. Nor is it about creating and sticking to policies and procedures. It is about how your teams think and act that truly shape your safety outcomes.
So, the next time someone says, “Be more careful,”, stop and ask: what are we really doing to prevent this from happening again?
Because real lift truck safety and cultural change starts with understanding, and that demands smarter MHE incident investigations.
Are you ready to prevent MHE incidents through better investigations? Get started with RTITB MHE Incident Investigation eLearning now.
Author: Laura Nelson, Managing Director, RTITB
Laura Nelson, has worked with RTITB, the leading workplace transport training accreditation body, for more than 20 years. She has been Managing Director for 8 years.
Laura champions the development of innovative training programs, training quality standards, and software. She aims to empower the transport, warehousing, and logistics industries to achieve safety excellence.
Her approach to leadership reflects her belief in the importance of the RTITB mission to save lives.
Laura is a qualified Transport Manager and ISO9001 Lead Auditor. She has also completed Cranfield University’s Business Growth Program.
Connect with Laura on LinkedIn