CABIN CREW
HUMAN FACTORS TRAINING
IN MALAYSIA AIRLINES
AZIZ AL RAHIM HUSSIN
22 APRIL 2008
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
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)
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
Threat & Error
Management
Undesired
cabin state
CRM Skills
Monitor / modify
(unexpected Threat)
Perform
Planning (Expected Threat)
Team Climate
Training / Proficiency
SOPs
Cabin crew/Aircraft Warning Systems
FRAMEWORK OF HUMAN FACTORS
H
S
L
L
E
SHELL
S - Software
(SOPs, policies, regulations)
H – Hardware
(technology, machine, equipment)
E - Environment
(weather, temperature, noise)
L - Liveware (human)
(people, leader, follower, peers, pax)
LIVEWARE
Core of the model comprised of human operators, most
flexible and critical component in the system.
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 nontechnical aspects of Flight and Cabin
Crew performance.
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
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.
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
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))
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.
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
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
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.
WHERE DO WE STAND
• MH CRM
– Asiana Airlines
– Jet Airways
– Air Asia
– Royal Malaysian Air Force
– Myanmar Airways
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.
Thank
you