Aircraft maintenance is a highly regulated, safety critical, complex and competitive industry. There is a need to develop innovative solutions to address process efficiency without compromising safety and quality. This paper presents the case that in order to improve a highly complex system such as aircraft maintenance, it is necessary to develop a comprehensive and ecologically valid model of the operational system, which represents not just what is meant to happen, but what normally happens. This model then provides the backdrop against which to change or improve the system. A performance report, the Blocker Report, specific to aircraft maintenance and related to the model was developed gathering data on anything that 'blocks' task or check performance. A Blocker Resolution Process was designed to resolve blockers and improve the current check system. Significant results were obtained for the company in the first trial and implications for safety management systems and hazard identification are discussed. Statement of Relevance:Aircraft maintenance is a safety critical, complex, competitive industry with a need to develop innovative solutions to address process and safety efficiency. This research addresses this through the development of a comprehensive and ecologically valid model of the system linked with a performance reporting and resolution system.

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People are central to system functioning and this role has been dramatically extended by new information technology. This makes possible the fundamental transformation of processes across systems of systems. Can Ergonomics research play an effective role in systems integration innovation? To have real world impact on such problems the system of R and D needs to sustain strong designs that address the functionality of socio-technical systems and support the implementation of innovations, taking into account the complexity of change, the importance of values of dignity and trust, and creating a common understanding amongst all stakeholders to enable design for operations. Strong research designs are more expensive, difficult, risky and prolonged than more commonly practiced weaker designs. They require active engagement with the industrial or service provider and involve overcoming cultural and other barriers to effective implementation and change. To create a virtuous cycle of research-generated impact it is necessary for strong designs to be well supported in the research community and for real world impact to be central to performance criteria of research excellence. Unfortunately neither of these criteria appear to be fulfilled. To ameliorate this, deficiencies in the full cycle of systems integration innovation need to be addressed.

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