Re: Sv: Cabin/Crew Resourse Management!
Sakuma_at_BDZ.crane.jal.co.jp
Wed, 20 Jan 99 12:04:59 +0900
Dear Joktan :
I think the well established CRM can be commonly applied in various
working environments including flight deck, cabin, maintenance,
dispatch and ramp area. This is because the nature and type of human
errors are basically the same in all working environments.I would,
therefore recommend that you should not try to apply flight crew CRM to
cabin environment but develop your CRM program based upon your own
organizational culture and experiences.The process of developing cabin
crew CRM can be simplified as below.
(1) What is the real objective of flight operation in your
organization ? (ex.safety, effectivity, security, comfortability, etc.)
(2) What is the responsibility of cabin crew organization in realizing
the above objective ?
(3) What is desired behaviour and performance of cabin crew as
individual and team(including management) ?
(4) What is the actual and current status of cabin crew behaviour and
performance in your company?
(5) Identify the difference between disired and actual behaviour and
performance of cabin crew. (The difference between them is referred to
as human(individual) or team(management) error.)
(6) Analyse the causal factors of existing human errors .(As to the
analytical process, you had better consult with any human factors
specialist.)
(7) Inform and instruct all cabin crew and management members of the
results of above process in order to encourage them to look for the
effective and realistic countermeasures by temselves.(If needed,
consider the interactions with passengers and other operational
personnel including flight crew and maintenance.)
(8) Instructors should lead cabin crew members to obtain unified and
standardized countermeasures which are most effective and realistic.If
necessary, the countermeasures should be reflected in your company SOP
or practices.
I believe the above stated must be the most simplified and minimized
description of CRM for cabin crew members.Minimum required materials
for the above process are the knowledge of Human Factors and the data
base of actual occurences in your cabin environment.How about the
status in my company ? Unfortunately still in planning process !
Hidetake Sakuma,JAL