Gunnar Andersson

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Human Factors for compliance or performance
Gunnar Andersson Director SAS Technical Training
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The SAS Groups business areas
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Operational details

• Business Unit in SAS Technical Services
• Personnel (MAR 07)
• 70 full-time staff (50 instructors)
• 15 part-time instructors
• Turnover gt85 MSEK (2006)
• Customer mix1/3 SAS and 2/3 external customers
• Serving gt60 MRO organizations and airlines with
  training
• Training statistics 2006 (instructor lead
  training)
• 3000 Students/ year
• 30 000 Student days/year
• 1200 Part 147 Examinations/year

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Outline

• The pilot spends a lot of time training for
  situations that never happen, whereas the base
  maintenance environment requires a more
  systematic, detailed approach to skill-learning.
• Line maintenance tasks are in many ways closer to
  those of the pilot, and yet line and base
  maintenance personnel often receive the same
  training.
• Central support systems are good, but you need a
  local person that can isolate the fault, handle
  the situation and do corrective actions
• What are the skills needed to manage an aircraft
  on ground, 200 passengers and an airline waiting
  for information?

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Competence build-up
Training to comply or to perform?
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Habits / Standards / Culture

• SAFETY
• Read the manuals
• Follow procedures checklists
• When interrupted back step in the checklist.
• Tag as required
• Count your tools
• Etc.

• PERFORMENCE
• Organize spares tools
• Organize communication patterns structure
• Communicate best practice and problem areas
• TRS methodology
• Make short cuts
• Establish black books
• Etc. Etc

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Procedures Standards

• Are extremely hard to write
• So that they are understood and interpreted as
  intended
• So that they are respected and followed
• So that they are usable in critical and stressful
  situations

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ROUTINE WORK
Problem
Time- support system- criticality
Fix
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We are missing our slot time
Shall we unload the luggage?
Shall we rebook the passengers
We cannot hold the pushback any longer
How long does it take to fix? The passengers want
to know
Problem
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Profile of work
Technician
Pilot
Mainly safety active failures Rapid
changes Mainly synchronous communication Psychomot
or aspects of HF
Mainly safety latent failures Longer
timeframes Mainly asynchronous communication Socia
l and organizational HF
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Profile of work
Base Technician
Line Technician Pilot
Latent failures Longer timeframes asynchronous
comm. Social and org. HF
Active failures Rapid changes Synchronous
comm. Psychomotor HF
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Training
Base Technician
Line Technician Pilot
Flight training Type procedures ? PFT (case
sim) 2/yr CRM
Technical TrainingHF Type procedures ? CTS
Technical Training HF Type procedures ? CTS
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There is a large fire fighting mentality in Line
Maintenance

• But there is very little fire fighting training
• Most is OJT Alone
• How long does it take to become a good Line
  Technician?
• What is the actual cost?

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To address in the Line environment

• Structure procedure (company or individual?)
• Organization of spares
• Communication lists templates
• Etc.
• Skills experience
• Best practice and frequent faults
• Trouble Shooting
• Communication team building over organizational
  boarders
• Experience of how to handle difficult situations
• Mental preparation
• How I behave under stress pressure
• Strategies to handle difficult situations

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Base Technician
Line Technician Pilot
Flight training Type procedures ? PFT (case
sim) 2/yr CRM
Technical TrainingHF Type procedures ? CTS
Technical Training HF Type procedures ? CTS
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Trouble shooting training

• TRS Strategies
• Work in pairs
• Log slip remark (cases)
• TRS Manuals if available (FIM etc.)
• AMM /IPC
• Sign off log slip with action
• Group discussions

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Line Resource Management

• Look at Line Maintenance from a performance
  perspective.
• Reverse engineering. Start with the situation
• Role play in simulated Line environment
• Using company procedures
• Simulating relevant functions and medias
• Find HF roots

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LRM Training scenario
Stress
Stress
Snag
Timeline
ETD
Options List
New info
New info
Consequences if no info
Utility
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Advantages

• Increased ability for line staff to do a good
  job, and act correctly in difficult situations.
• Performance can be measured (hence safety)
  easier to calculate payback of training
  investment.
• Harmony between safety standards and performance
  habits.
• Good check for company standards procedures
• Builds assertiveness and mental preparations.
• Reduces time to become a good line technician.
• Practical training creates/adjusts habits.

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Do not train for compliance - Train for
performance
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Creates Competence
www.sastechnicaltraining.com