A performance improvement case study in aircraft maintenance and its implications for hazard identification

Abstract

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.

Vadybos funkcijų sv arba orlaivių techninės priežiūros kokybei

“…− Techninės priežiūros vykdymo sistema -šioje sistemoje atliekamas pagrindinis darbas. Nepaisant atliekamų darbų apimties, visi procesai ir operacijos vykdomos prižiūrint gamybos, planavimo, komercijos ir kokybės skyriams (Ward et al 2012). L. Baronienė (2006) teigia, kad sisteminis požiūris suteikia organizacijai galimybę rezultatyviai ir efektyviai siekti tikslų, nes visi tarpusavyje susiję procesai suprantami ir valdomi kaip sistema.…”

Achieving impact in ergonomic research

“…Dignity and trust in relations within organizations appear to play a critical role in enabling change and improvement to happen. Following a meta-analysis of three large scale ergonomics / human factor interventions in aircraft maintenance organizations Ward [45] found that organizational change was not possible when people were not being treated with dignity in the first instance. She found that resistance behaviors were not objections to change per se but to how people were being treated at the time and were what Hosking [15] terms 'the local rational response'.…”

“…She found that resistance behaviors were not objections to change per se but to how people were being treated at the time and were what Hosking [15] terms 'the local rational response'. Ward [45] demonstrated the importance of understanding the systemic basis of trust in change initiatives -in particular the existence of common goals, open communication, clearly understood ways of working (formal rules or procedures and normal ways of working being not too different) and having an opportunity for feedback and review. A history of mistrust also carries forward into current relationships.…”

“…Researchers also need better understanding and experience of the operational side of industry. In so far as there is a cultural gulf between research, product design, and operations and services, if there is an imperfect understanding of each others' roles and ways of working, a misalignment of performance goals, few really effective channels of communication across these silos, and a lack of feedback about effectiveness, these are the conditions that make for a greater potential for mistrust, according the Ward's analysis of organizational barriers to change [45]. A potentially virtuous cycle of innova-tion is in danger of becoming a cycle of stability with relatively low impact unless Ergonomics research can improve its leverage over large-scale challenges of system transformation.…”

Modifying Maintenance Practices within a Maritime Support Solution from a Cultural Perspective

“…Aircraft maintenance is a critical link to achieving this proactive safety culture and is a dynamic, highly regulated, safety critical and complex industry, often regulated by legally binding procedures and documentation. Similar to the RAN, designers and maintainers face unprecedented challenges from customers to increase their reliability (Ward et al, 2010). While facing these challenges, safety remains paramount.…”