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Adapting Q-Pulse to your SMS Business Model
Patrick Manley
Gulfstream Safety Management Systems
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Gulfstream Worldwide Installations
Gulfstream SMS as of 2014
• 12 Product Support facilities around the world including CLS• 2 manufacturing & 2 Completion Center facilities in Savannah GA• Engineering organization• Flight Operations• Sales and Marketing
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Gulfstream SMS Business Model
• Provide a practical, functional and compliant program for managing risk– Centralized program oversight at a corporate level– Site level accountability and responsibility via site focal– Scalable, consistent process design allowing for operational
differences• lean the process, yet bolster the resulting effects
– Procure a software program with:• strong customer service support• local adaptability• a capability to follow existing SMS processes• a capability that leans/enhances existing SMS process
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End User Base
• 13000~ person user base for reporting via web
• 200~ investigators using client
• 17 SMS Managers/Coordinators using client
• 7 SMS Corporate level program managers per business unit using client
Engineering & Flight Operations
Production MaterialsSales &
marketingRepair Stations
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A Practical SMS
Disciplinary determination
Y/N?
DisputeAppealsProcess
Management team engagement
GAC Safety Performance Monitoring
Site Safety Council
Event Review Team (ERT)
Prevention/Reduction strategy oversight
Recommendations
Investigation resultsMonthly Site Safety
Review
Event
Risk AssessmentHazard Report
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Q-Pulse Design & Installation Considerations
• Module use– Occurrence Reporting– Audit/Assessment– CA/PA– Documents
• Hosted or firewalled servers
• Shared workstations, individual computer access or both
• Audience differences
• iPad usage and who will use it
• Roll out (stepped or blanket)
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Transition (Paper to Pixels)
• Things to consider when planning the transition– Workforce capability– What does employee engagement look like
• What is the pulse of the people…pun intended– Employee-base opportunity and availability to access the
program/web– Ease of use for your predominant population
• Largely computer friendly or limited computer knowledge
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SMS Process Integrated with Q-Pulse
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Report Types Available
• Custom Made Reports– Resemble previously
used legacy paper reports
– Little end-user change experience
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Locations Upgrade
• Allowed for streamlined report access– Previous version
required a form each type for each location
– Routing configuration the largest, most useful enhancement to date
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Incident Management
• Stages modified to follow GAC SMS process model
• Investigation and Root Cause stages are separated to allow for better data capture
• Contributing factors versus Root Cause
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Classifications Use
• Maintenance Error Decision Aid (MEDA)
• Human Factors Classification Systems
• Continuing to advance the categories from “other” as more defined information becomes available and with repetition
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Risk Assessments using SPE Model
• Severity/Probability/Exposure• Allows for tempering of what could always be considered “catastrophic”
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Managing the Information Bow Wave
• Prepare your teams– That people will test your system with seemingly minor/irrelevant
reports• Act anyway…builds system confidence
– Talk to others if it doesn’t work– Once confidence is gained by the masses, reporting rate will double
• Exercise your process vigorously at first and find your balance– Stabilize and manage program/employee expectations
• Give feedback to the reporter at every opportunity if your process and population supports it– Some may not elect to have emails at every status change
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Start, Stop and Continue
• Start– Communications early and don’t stop– Leveraging Q-Pulse adaptability– Leveraging Q-Pulse’s powerful analysis engine
• Stop– Making excuses, make differences– Tweaking a good program where not appropriate
• Continue– Delivering meaningful and actionable metrics– Communications– Exercising patience, objections to new programs will subside
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Stabilizing a System While Preparing for Growth
• It will become popular to business leaders when real capabilities and metrics are known, understood and monitored– Occurrence Reporting and Risk Management
– Plan early and communicate– Q-Pulse is highly adaptable
• Engage your internal business partners and Gael Q-Pulse representative to understand your growth and Q-Pulse advantages available to you.
Product Damage Employee Injury IQI Security
Quality Escapes Entry into Service Field Service Air Safety Reports
Ground Safety Reports Normal Event Reports
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Questions