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CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES

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

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CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES

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

  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 - 4171 • Malaysian Crew - 4005 • 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. Undesired cabin state Threat & Error Management CRM Skills Monitor / modify (unexpected Threat) Perform Planning (Expected Threat) Team Climate Training / Proficiency SOPs Cabin crew/Aircraft Warning Systems

  6. FRAMEWORK OF HUMAN FACTORS H E S L L

  7. S H E L L • S - Software • (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 E • Core of the model comprised ofhuman 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. HISTORY OF MH CRM TRAINING • First CRM started in year 1992 • Joint training by Flight Crew and cabin crew, Dispatcher and ground staff. • 2nd generation and continue to evolve • Joint CRM recurrent training in 1999 • 1 day joint training • 4th generation • Split in year 2002 • Introduction of Threat & Error management • 6th generation

  10. 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.

  11. TYPE OF CRM TRAINING • Why Culture in CRM Training? • Multi racial and multi national crew • Application of Geoff Hofstede’s 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

  12. 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))

  13. 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.

  14. 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

  15. SOURCE OF CRM MODULES • Guideline from Human Factors Digest No 15 and Human Factors Training Manual DOC 9683 . • Recent development in MAS/industry • Cabin event • Cabin crew error • Passenger events

  16. 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.

  17. WHERE DO WE STAND • MH CRM • Asiana Airlines • Jet Airways • Air Asia • Royal Malaysian Air Force • Myanmar Airways

  18. 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 9683 . • Recent Development in MAS and aviation ndustry • What make our CRM unique is that we include Lesson Learnt from own and others incident/accident.

  19. Thank you

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