What is CRM?
CRMDEEN_at_aol.com
Sun, 1 Jun 1997 20:14:30 -0400 (EDT)
It's TEAMWORK, ladies and gentlemen. Period,dot, com, etc. etc. etc.
CRM is the management of resources to acheive a goal. In the aviation
sector, the goal should be "safe and efficient flight operations". In a
sports sector, the goal is score more points than the opponent. In the
medical sector, the goal is to improve the health of humans. Need I go on?
Teamwork takes initiative, skills, knowledge, awareness, and discipline
from ALL who are involved. The pilots, the cabin attendents, the
maintainers, the dispatchers, the cargo handlers, controllers, management,
etc, etc. etc.
Did anyone listen to Reason's presentation at the symposium?
Each individual part of a system must work together, and be responsible
to each other, and the common goal.
How to present to management? Improved teamwork will gain one or both of
the goals most managers want to hear: 1. Avoid a loss 2. Gain a benefit.
If a CRM program will make an organization function better, and decrease
the routine errors that are increasing overhead costs, would the manager want
to do it?
If the CRM program will increase the profitability of the company by
making the teamwork more efficient, would there be interest?
If the method needed to improve teamwork is a classroom on how to "get
along better", and work across cultural and interpersonal communication
barriers--so be it!
If, after everyone has "seen the light, become cured, found the vision,
become a believer", they might be brainwashed into a behavior modification
that improves the efficiency of the team--so be it!
John Nance once said in an introductory video "If the problem were as
simple as putting a sign on the insrument panel of the aircraft saying
'Crashing this airplane is PROHIBITED' , we wouldn't need a CRM program."
We all know that's not enough. The challenge is that aircraft operations
encompass small-group, interpersonal and cross-cultural performance
situations. We must remember the lessons of history. Today's crashes don't
have a lot of new mistakes in them (exception perhaps of the automated
systems); these are NEW people making OLD mistakes.
It's TEAMWORK people, pure and complicated teamwork.
Now let's get on some intelligent debate and growth.
Greg Deen
HTI