REX @ PACDEFF
ADELAIDE
25 NOV 2010
WELCOME TO ADELAIDE !
Terry Horsam
Human Factors Coordinator
REX GROUP OF COMPANIES
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•
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Regional Express - Regular Public Transport
Pel Air - Charter/Freight/Aeromedical/Military support
Air Link- General Aviation/Charter
Australian Airline Pilot Academy -Training
REX GROUP OF COMPANIES
• APPROX 950 STAFF AND 100 AIRCRAFT
REX
• 51 SAAB 340 [A/B/B+ WT]
270 Pilots
and
135sectors
Flight
Major
maintenance
basesper
in
Average
of
1200
flight
Network
Operations
Centre
Operates
week
over
64,100
flightsand
per
year
Attendants
in 9 Customer
bases
Wagga
Wagga,
Adelaide
and
Head
Office
inand
Sydney
and
from
4
hubs
carrying
over
1,300,000
passengers.
150
Engineers.
Sydney with line maintenance
in
Call Centre in Orange.
in Sydney
Melbourne and Townsville.
“THIS IS GOING STRAIGHT TO THE POOL ROOM”
CRM@REX
HISTORICAL PERSPECTIVE:
REX IS A COMBINATION OF 2 AIRLINES WHICH WERE RESCUED FROM THE ASHES OF
ANSETT.
KENDELL . COMMENCED CRM TRAINING IN 1991 AFTER RECEIVING FEDERAL
GOVERNMENT FUNDING. EXTERNAL PROVIDERS USED UNTIL 1998 WHEN IN HOUSE
TRAINING INTRODUCED.
HAZELTON. SOME CREW RECEIVED AN INITIAL COURSE,LITTLE OR NO FOLLOW UP
TRAINING.
REX. IN 2003 FIRST COMBINED CREW COURSE WAS CRM.
FIRST TOPIC……. CULTURE!
2003/2004 CORE ELEMENTS
• INITIAL 2 DAY INTRODUCTION TO AIRLINE HUMAN FACTORS/
INDUCTION /PILOTS.
• INITIAL 1 DAY INTRODUCTION TO CRM/INDUCTION FLT ATTENDANTS.
• 1 DAY CRM ANNUAL REVALIDATION COMBINED FOR ALL FLIGHT CREW.
• 1 DAY COMMAND UPGRADE COURSE.
•
BASED ON: ICAO HUMAN PERFORMANCE TRAINING PROGRAMMES FOR OPERATION
PERSONNEL
•
AC 121-1-09[0] December 2003
2005 LOSA
• MAY YOU LIVE IN INTERESTING TIMES….
• 1ST REGIONAL AIRLINE IN AUSTRALIA
• LOSA COLLABORATIVE / UNIVERSITY OF TEXAS
• ATSB FUNDING
• SLIGHT CASE OF
BEFORE
LOSA TO TEM 2006
•
LOSA TOLD US THAT WE NEEDED TO IMPROVE OUR CROSSCHECKING AND MONITORING.
•
LOSA TOLD US THAT OUR ERROR DETECTION AND MANAGEMENT RATES WERE POOR.
•
LOSA TOLD US OUR CREW COMMUNICATION [CRM?] WAS GOOD.
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•
WE LEARNT A NEW TERM:
“SYSTEMIC OVER-PROCEDUALISATION”
•
IN 2006 WE PROVIDED OUR CREW WITH THESE RESULTS AND BEGAN THREAT AND ERROR
MANAGEMENT TRAINING FOR ALL FLIGHT CREW.
•
“DEFENSIVE FLYING” [MERRITT & KLINECT 2006]
SMARTER THAN YOUR AVERAGE
FLIGHT ATTENDANT
•
TEM IS YOUR CRM REVAL THIS YEAR.
•
DUE TO YOUR UNIQUE POSITION WITHIN THE FLIGHT CREW, REX BELIEVES ALL FLIGHT
ATTENDANTS SHOULD RECEIVE AWARENESS TRAINING IN TEM.
•
THIS TEM COURSE WILL ASSIST YOU IN UNDERSTANDING WHAT THE PILOTS ARE DOING
AND WHY AT CERTAIN STAGES OF THE FLIGHT.
•
PLEASE EXCUSE US IF WE START GETTING TOO TECHNICAL.
•
YOUR CONTRIBUTIONS ARE REQUESTED AND VALUED.
2007/2008
• TEM MODEL ADAPTED FROM CX INTRODUCED
• GAPAN TEM COURSE MATERIAL USED.
• INTRODUCED BEHAVIOURAL MARKERS ASSESSMENT FORM TO FLIGHT CREW.
• BRIEFED TRAINING AND CHECKING STAFF ON APPROACHING REQUIREMENTS FOR
OBJECTIVE ASSESSMENT OF NON TECHNICAL SKILLS.
• Draft CAAP SMS-3[0]. August 2008
2009
• FLIGHT CREW SURVEYED USING 2005 LOSA QUESTIONS.
• CHANGED COURSE TITLE FROM CRM/TEM TO NTS.
• CASE STUDIES FROM RAIL INDUSTRY.
• SIGNIFICANT COMPANY INCIDENTS REVIEWED WITH REFERENCE TO TEM
PERFORMANCE .
• TEM A PROACTIVE PHILOSOPHY.
“YOU CAN’T FATTEN A PIG ON MARKET DAY”
• 2010 PREPARING FOR NTS ASSESSMENT
• IDENTIFYING SKILL SETS
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decision making
team communication
situational awareness
workload management
• TRAINING THESE SKILL SETS USING EXISTING
• KNOWLEDGE AND TOOLS
•
threat & error management
•
crew resource management
•
standard operating procedures
NTS ASSESSMENT
WHAT DO YOU WANT ME TO DO ?
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FLIGHT CREW EXPECT PRESCRIPTIVE SOP’S.
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BEHAVIOURAL MARKERS PROVIDE A TEMPLATE FOR TRAINING AND CHECKING.
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2011 NTS TRAINING AT REX LINKS BEHAVIOURAL MARKERS TO EXISTING TOOLS SUCH AS
CRM/TEM.
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CREW ARE ENCOURAGED TO BECOME THEIR OWN CHECK CAPTAIN OR CHECK FLT ATT.
•
ROLE PLAY LINKED TO ACTUAL EVENTS USING THE TEMPLATE PROVIDES AN OPPORTUNITY
TO RATE EFFECTIVE OR OTHERWISE NTS PERFORMANCES.
NTS ASSESSMENT
CHALLENGES
• TRAINING THE TRAINING AND CHECK DEPARTMENT.
• EDUCATING THE “BLACK AND WHITE” TECHNICAL CHECK PRACTIONER.
• DO WE NEED SPECIALIST CHECK CREW ?
• LOSA 2011/12
THANKYOU