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balanced response to maintenance problems. All three offer initial and
recurrent HF training, but both Delta and LHT add an upper management
focus as well. "You have the confluence of all of these different things that
can create the reason why somebody said, ‘I’m going to deviate from
procedure,’" says Bob Baron, president of The Aviation Consulting Group,
which specializes in human factors training, consulting and research. "In
many cases it can be because of time stress or pressure that’s propagated
at some of the highest levels of the organization." LHT has also crafted an
economic metric that includes human factors.
Initial HF training is typically an intense, two-day course that encourages
participation. Aveos, which started its HF program in 1996, seems to have
been doing it the longest of the three. The challenge is to "make a
connection at the personal level," so that the students are likely to apply
the concepts in their lives, said Jim Cairns, the Canadian MRO’s general
manager of technical training.
Line and base mechanics at Aveos, as well as executives with technical
responsibilities, take the course, although employees working in sales and
Human Factors Industry News 9
finance generally do not. Recurrent training occurs on a 36-month cycle.
The Canadian MRO recently revised its program from a rehash of the initial
course to focus on case studies and root cause analysis in the context of
four homogeneous modules: 1) complacency, fatigue and lack of
awareness; 2) communications, assertiveness and teamwork; 3) lack of
resources, knowledge and norms; and 4) stress, pressure and distraction.
Another interesting aspect of HF training in Canadian maintenance
facilities is that many of the mechanics coming through Aveos’ initial
course already have been exposed to the concepts. Aircraft maintenance
engineers receive their academic training at community colleges in
Canada, and programs that are approved by Transport Canada include a
human factors element.
Besides their initial and recurrent training, Delta and LHT also have
developed various specialized modules. Delta is adding lessons learned
from its initial HF course to its Technical Operations Policies and
Procedures manual. The manual also includes the methodology used in
Delta’s new "administrative action decision tool class" aimed at managers,
general managers and directors.
The new class sets forth guidelines about how to handle errors, incidents
and accidents, explained Christian Vehrs, an instructor and developer in
Delta’s human factors program. It uses a methodology derived from FAA’s
Enforcement Decision Tool (see FAA Order 2150.3), a document that
provides a way to categorize behavior by intention. Participants learn to
look at the mesh of human factors involved in a case, such as the
availability of proper documentation, fatigue, pressures and work place
norms. The aim is to guide management into making more consistent
decisions.
Whereas in the past, there had been a "wide range of outcomes" in
management decisions, the new training has helped to instill more
consistency. The first, one-hour segment of the class emphasizes the need
for more consistent outcomes for similar incidents and how variables
affect administrative actions. The second reviews the new policy. Then an
instructor shows how to apply the tool via a Delta Air Lines case study.
In the remaining two hours the students break into small groups and learn
to apply the tool for themselves. So far, 261 managers, general managers
and directors have taken the course, and the consistency of the outcomes
for these incidents has been remarkable, the MRO said. The primary
incident used during the instructor-led module has generated the
recommended outcome 100 percent of the time.
Human Factors Industry News 10
LHT also provides specialized training. Senior managers, for example,
receive a one-day initial HF training course that focuses on problemsolving,
communications and their responsibilities within the organization.
Supporting and certifying staff members who sign off on overhauls also
receive an additional two days of recurrent training related to their
technical responsibilities, including one day of HF training, said Stephan
Liebenow, team leader for qualification and training, with LHT’s commercial
overhaul and VIP completions organizations.
In addition, the German MRO is also developing HF training for incident
investigators to show them how to conduct interviews in a non-punitive
atmosphere, Liebenow said. Developed initially for line maintenance
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