Presentation on theme: "CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES"— Presentation transcript:
1 CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES AZIZ AL RAHIM HUSSIN22 APRIL 2008
2 MALAYSIA AIRLINESHas 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 B747IOSA registered airlineAwardsWorld Best Cabin Staff 2007Skytrax UK, 5 Star airline
3 MALAYSIA AIRLINES CABIN CREW DEMOGRAPHIC Total cabin crew strengthMalaysian CrewForeign Crew – 166Japanese, Indian, Chinese, Korean, South African and IndonesianFleet configurationWide body (A330/B777/B744)Dual Fleet (B737/A330)
4 CABIN CREW HUMAN FACTORS TRAINING Aim & ObjectivesTo prevent Incident/AccidentReduce risk in Cabin OperationsTo use CRM knowledge, skills and attitudes (KSA)Creating awareness of the effect of Human Factors elements in Cabin OperationsApplication of CRM Knowledge in workplaceCreating positive Safety Attitude
7 S H E L L S - Software H – Hardware E - Environment (SOPs, policies, regulations)H – Hardware(technology, machine, equipment)E - Environment(weather, temperature, noise)L - Liveware (human)(people, leader, follower, peers, pax)L I V E W A R ECore of the model comprised of human operators, most flexible and critical component in the system.
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 PerformanceICAO Human Factors Training Manual (DOC 9683)ICAO Human Factors Digest No. 15 – Human Factors in Cabin SafetyCabin 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 1992Joint training by Flight Crew and cabin crew, Dispatcher and ground staff.2nd generation and continue to evolveJoint CRM recurrent training in 19991 day joint training4th generationSplit in year 2002Introduction of Threat & Error management6th generation
11 TYPE OF CRM TRAINING CRM Initial Mandatory for all new cabin crew 1 day basic training covering all main topicsTopics covered in CRM InitialCultureTeamworkCommunicationSituational Awareness/StressProblem 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 Culture Familiarization Course Why Culture in CRM Training?Multi racial and multi national crewApplication of Geoff Hofstede’s Culture four dimension:Individualism/CollectivismMasculinity/FemininityUncertainty AvoidancePower DistanceCulture Familiarization CourseFor all foreign crew prior to operations1 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 DrillJoint training between Flight Crew and cabin crewApplication of CRM values in handling normal/abnormal situationE.g Bomb threat management, fire fighting on board, evacuation drill etc.
15 FULL CRM TRAINING CRM INTEGRATED HUMAN FACTORS All Cabin crew, priority for supervisoryCover all CRM elements including the Threat and Error Management (TEM)Full 3 days programJoint training between Flight Crew, Cabin Crew, Dispatcher and operations staff.INTEGRATED HUMAN FACTORSOperations Division Personnel :Airport OperationsEngineering & MaintenanceSecurityInflight Services/ CateringCargo
16 SOURCE OF CRM MODULESGuideline from Human Factors Digest No 15 and Human Factors Training Manual DOCRecent development in MAS/industryCabin eventCabin crew errorPassenger events
17 SOURCE OF CRM MODULES 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.
18 WHERE DO WE STAND MH CRM Asiana Airlines Jet Airways Air Asia Royal Malaysian Air ForceMyanmar Airways
19 CONCLUSION Objective – Accident/Incident prevention History – Started in 1992 and we continue to evolveType of CRM TrainingInitialRecurrentFull CRM trainingSourceHuman Factors Digest No 15 and Human Factors Training Manual DOCRecent Development in MAS and aviation ndustryWhat make our CRM unique is that we include Lesson Learnt from own and others incident/accident.