Presentation on theme: "The Airline Process Malaysia Airlines Experiences"— Presentation transcript:
1 The Airline Process Malaysia Airlines Experiences Captain Missman LehamFlight Safety and Human Factors, Malaysia Airlines3rd ICAO-IATA LOSA & TEM Conference13-14 September 2005Kuala Lumpur, Malaysia
2 ObjectivesTo briefly describe some of the processes involved in the implementation of a LOSA programmeTo share what we have learned from our own experiences.
3 LOSA Milestones Working Team – Selling/Planning/Preparations Selection, Training and Recalibration of LOSA ObserversData Gathering and TransmissionData Processing (TLC)Report - Presentation of findingsCommunicating the findingsThe next step - SCP.
4 Malaysia Airlines Fleet Composition Boeing17 + 2Boeing17Airbus11Airbus3Boeing3910Fokker 50Twin Otter5Total104
5 Our Observations Observation took place May-July 2004 309 observation flights carried out285 crew sets observedOperations into 52 Airports observed
7 A Few Good Men Appoint a dedicated LOSA Manager Form Steering Committee & Working GroupImportant to get the right mixThe Young and The GrayedFrom as many different fleets as possibleIndividuals committed to the concepts ofCRM and Threat and Error ManagementA good collection of individual and group skills.
8 Planting Seeds Preparation began 2 years before LOSA Carefully selected snippets of InformationLOSA articles from Industry Journals, UT website,Conferences Proceeding Handouts, etc.Introduction of LOSA concepts into CRMcourses and the annual Safety AwarenessProgrammesThe introduction of Threat and ErrorManagement concepts into Fleet Training.
9 The Budget In can be difficult to be accurate In Malaysia Airlines, we decided to ticket allobservers, after the budget was approved.Unexpected advantages presented themselves.Prudent management allows budget fulfillment.
10 Selling LOSA to the Board Division Senior Management must be convincedTogether with LOSA Manager, the concept mustbe communicated to the rest of the board membersA Budget must be approved – Don’t forgetthe bean-counters.A Management Paper should be submittedBoard must not only approve the exercise,they must endorse the concept.
11 The Importance of the Pilots Union It is imperative that the Pilot’s Union becomea significant stake holder in this projectImproving Safety equals better welfarefor the Union’s membersLOSA is in the best interest of the PilotsThe Union should ideally dedicate full timeofficers to the project.
12 Planting more Seeds Communications Officer should start a carefully planned barrage of more detailedinformation about the LOSA concept / projectSet up a LOSA Information WebsiteDisseminate soft and hard copies of LOSA stories from other airlinesCompose an FAQ to be placed on the website and slowly disseminate hard and soft copies of the same.
13 Early Days Steering Committee plans regular meetings Regular reference to The LOSA ImplementationChecklist, TLC, and other LOSA airlinesTasks farmed out to individualsThe importance of proper documentation,monitoring tasks assignments, action plans;Project Management Software can helpSet up a LOSA command centre with dedicatedbox, fax and telephone facilities.
14 The LOSA Year More Frequent LOSA Working Group Meetings Less Frequent Steering Committee MeetingsFinal Arrangements – The LOSA Survival GuideFinalise Observer Training VenuesFinalise Procedures and communicate them torelevant personnelDivisional Briefing – Other divisions should understandwhat we are doing; they can helpSelection of LOSA Observers.
15 Divisional Briefing Security Department – to arrange additional clearances and Identification.Catering – Additional Meals for Observers.Cabin Crew – To recognize an observer andassist him to the cockpit.Technical Support – Head sets and Jump-seatAccounting – To pay LOSA observer’s fees andallowances.Oversea stations – HOTAC, Transportation, etc.
16 Selecting your Observers Remember, these are the Authors of your LOSAMust be computer and Internet savvyMust have good understanding of CRMMust have good writing skillsPersonal Notebook Computer ownership wouldbe most advantageousA strong mix of backgrounds, age groupsand experience levels.
17 Problems “We have never done this before” People can be very suspicious of anything newPeople will be reluctant to do things differently– Divisional Briefing HelpsNew procedures should be clear and welldocumentedDecide early if the Flight Safety Departmentrequires more full time staff dedicated to LOSA.
18 The LOSA Observation schedules should be drawn up and handed to fleet schedulers.LOSA duties should appear on the observer’sindividual roster to prevent FTL breaches.Training Week includes 2 days of “TrainingObservations” and ends with a day of ObserverCalibrationObservations begin immediately aftertraining is concluded.
19 The LOSA Observers dispatch completed reports directly to The LOSA Collaborative (TLC)TLC should periodically report number of reportsreceived, in case there is a need to scheduleadditional observationsBe prepared for computer problems suchas hard drive crashes and lost reports - BackupsEnsure Observers send in their reports assoon as they are completed – Reports can be editedafter submission and resubmitted to TLC.
20 Beware ! - The Rogue Observer Writing LOSA reports is not an easy process.Some observers may have difficulty completingtheir reportsPoorly written or weak reports will be discardedand of no value to the analysisContingencies should be factored into theplanning to ensure sufficient acceptable reportsare submitted.
21 Closing LOSA Observations When TLC confirms sufficient reports have beensubmittedIt may be necessary to plan additional observationsduring the last week of the LOSA programme tomake up the minimum numbers requiredOnce TLC says “yes”Support staff can begin processing observers’claimsLOSA Manager can go to the beachEveryday, for 2 months
22 Board warned of consequences Red-faced The LOSA ReportStraight to the BoSSBoard warned of consequencesRed-facedNeed to be dealt with carefully – shooting duckJoint presentation with TLCDivisional commitment for change
23 Selling LOSA to the BoSS & “Bean counters” SummaryPlanting seedsSelling LOSA to the BoSS & “Bean counters”Union participation & stake holdersObservers: The Authors of your LOSAHandle findings with careCommunicate the resultsDo not get over-enthusiastic for SCP ..*
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