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CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES AZIZ AL RAHIM HUSSIN 22 APRIL 2008.

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Presentation on theme: "CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES AZIZ AL RAHIM HUSSIN 22 APRIL 2008."— Presentation transcript:

1 CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES AZIZ AL RAHIM HUSSIN 22 APRIL 2008

2 MALAYSIA AIRLINES Has over 450 flight departure a day flying to more than 100 destinations spanning across six continents. It has a fleet of 83 aircraft ranging from B737 to B747 IOSA registered airline Awards –World Best Cabin Staff 2007 –Skytrax UK, 5 Star airline

3 MALAYSIA AIRLINES CABIN CREW DEMOGRAPHIC Total cabin crew strength Malaysian Crew Foreign Crew – 166 –Japanese, Indian, Chinese, Korean, South African and Indonesian Fleet configuration –Wide body (A330/B777/B744) –Dual Fleet (B737/A330)

4 CABIN CREW HUMAN FACTORS TRAINING Aim & Objectives To prevent Incident/Accident Reduce risk in Cabin Operations To use CRM knowledge, skills and attitudes (KSA) –Creating awareness of the effect of Human Factors elements in Cabin Operations –Application of CRM Knowledge in workplace –Creating positive Safety Attitude

5 Monitor / modify (unexpected Threat) CRM Skills Planning (Expected Threat) Team Climate Training / Proficiency SOPs Cabin crew/Aircraft Warning Systems Threat & Error Management Perform Undesired cabin state

6 H H L L S S E E L L FRAMEWORK OF HUMAN FACTORS

7 S - Software (SOPs, policies, regulations) (SOPs, policies, regulations) H – Hardware (technology, machine, equipment) (technology, machine, equipment) E - Environment (weather, temperature, noise) (weather, temperature, noise) L - Liveware (human) (people, leader, follower, peers, pax) (people, leader, follower, peers, pax) L I V E W A R E Core of the model comprised of human operators, most flexible and critical component in the system. S H E L L

8 CABIN CREW HUMAN FACTORS TRAINING To improve the working environment for cabin crews and all those associated with cabin operations. The emphasis is placed on the non- technical aspects of Flight and Cabin Crew performance.

9 CABIN CREW HUMAN FACTORS TRAINING REQUIREMENT ICAO Annex 6 Operation of Aircraft, Chapter 12 Cabin Crew, Part 12.4 Human Performance ICAO Human Factors Training Manual (DOC 9683) ICAO Human Factors Digest No. 15 – Human Factors in Cabin Safety Cabin Crew Training Requirement, Aeronautical Information Circulars, DCA (M) (AIC 3/99) IATA Operational Safety Audit (IOSA) Standard Manual

10 HISTORY OF MH CRM TRAINING First CRM started in year 1992 –Joint training by Flight Crew and cabin crew, Dispatcher and ground staff. –2 nd generation and continue to evolve Joint CRM recurrent training in 1999 –1 day joint training –4 th generation Split in year 2002 –Introduction of Threat & Error management –6 th generation

11 TYPE OF CRM TRAINING CRM Initial –Mandatory for all new cabin crew –1 day basic training covering all main topics –Topics covered in CRM Initial Culture Teamwork Communication Situational Awareness/Stress Problem Solving Decision Making (PSDM) In addition to the above, we include module on Financial Defense – To inform crew on the potential stress arise from financial problem.

12 TYPE OF CRM TRAINING –Why Culture in CRM Training? Multi racial and multi national crew Application of Geoff Hofstedes Culture four dimension: –Individualism/Collectivism –Masculinity/Femininity –Uncertainty Avoidance –Power Distance Culture Familiarization Course –For all foreign crew prior to operations –1 day training on understanding Culture differences in Malaysia

13 TYPE OF CRM TRAINING CRM Recurrent –Mandatory for all cabin crew –1 day training, conducted annually. – revised to every two years (dispensation from DCA(M) and meeting IOSA requirement). –Latest generation of CRM (Threat & Error Management (TEM))

14 OPERATIONALIZING CRM TRAINING Safety Emergency Procedures Training Practical Drill –Joint training between Flight Crew and cabin crew –Application of CRM values in handling normal/abnormal situation –E.g Bomb threat management, fire fighting on board, evacuation drill etc.

15 FULL CRM TRAINING CRM –All Cabin crew, priority for supervisory –Cover all CRM elements including the Threat and Error Management (TEM) –Full 3 days program –Joint training between Flight Crew, Cabin Crew, Dispatcher and operations staff. INTEGRATED HUMAN FACTORS –Operations Division Personnel : Airport Operations Engineering & Maintenance Security Inflight Services/ Catering Cargo

16 Guideline from Human Factors Digest No 15 and Human Factors Training Manual DOC Recent development in MAS/industry –Cabin event –Cabin crew error –Passenger events SOURCE OF CRM MODULES

17 Safety issues worldwide Top 10 reported cabin events from cabin crew voyage report, Hazard Report and MAS Confidential Human Factors Incident Reporting (CHIRP) and Air Safety Report (ASR) Lesson learnt from internal and external Safety Investigation. SOURCE OF CRM MODULES

18 WHERE DO WE STAND MH CRM –Asiana Airlines –Jet Airways –Air Asia –Royal Malaysian Air Force –Myanmar Airways

19 CONCLUSION Objective – Accident/Incident prevention History – Started in 1992 and we continue to evolve Type of CRM Training –Initial –Recurrent –Full CRM training Source –Human Factors Digest No 15 and Human Factors Training Manual DOC –Recent Development in MAS and aviation ndustry What make our CRM unique is that we include Lesson Learnt from own and others incident/accident.

20 Thank you


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