cabin crew human factors training in malaysia airlines aziz al rahim hussin 22 april 2008

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

Monitor / modifyMonitor / modify(unexpected Threat)(unexpected Threat)

CRM SkillsCRM Skills

Planning (Expected Threat)Planning (Expected Threat)

Team ClimateTeam Climate

Training / ProficiencyTraining / Proficiency

SOPsSOPs

Cabin crew/Aircraft Warning SystemsCabin crew/Aircraft Warning Systems

Threat & Threat & Error Error

ManagementManagement

PerformPerform

Undesired cabin state

HH

LLSS EE

LL

FRAMEWORK OF HUMAN FACTORS

SS - Software - Software

(SOPs, policies, regulations) (SOPs, policies, regulations)

HH – Hardware – Hardware

(technology, machine, equipment)(technology, machine, equipment)

EE - Environment - Environment

(weather, temperature, noise)(weather, temperature, noise)

LL - Liveware (human) - Liveware (human)

(people, leader, follower, peers, pax)(people, leader, follower, peers, pax)

L I V E W A R E L I V E W A R E

Core of the model comprised ofCore of the model comprised of human operators, most human operators, most flexible and critical component in the system.flexible and critical component in the system.

S H E L L

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.

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

• 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.

SOURCE OF CRM MODULES

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