Advanced Qualification Program: Utilizing Proficiency Data to Drive Curriculums

In-Flight Service

Michelle L. Farkas, ASQ CQA, CMQ/OE – General Manager, Advanced Qualification Program

Jim Karsten – Manager, Program Audit

DELTA AIR LINES, INC.

Advanced Qualification Program (AQP) Defined

• Voluntary alternative to traditional regulatory training requirements under 14 CFR, Parts 121 & 135

• AFS-230: Voluntary Safety Programs Branch

• Proficiency-based qualification

• Relies on data to support a systematic method for design and development

• Better performance through scenario-based crew training

DELTA AIR LINES, INC.

AQP: Past, Present & Future

• Application approved in June 2006

• Continuing Qualification (CQ)

commenced in January 2007

• Transition of Initial curriculum

(Indoctrination & Qualification)

commenced with a Small Group

Tryout in April 2009

• AQP being utilized for Delta/Northwest

flight attendant integration training

- Integration Qualification (IQ)

- Aircraft Qualification (AQ)

DELTA AIR LINES, INC.

Performance Proficiency Data

• Collected on flight attendants,

instructors and evaluators.

• Housed in the Performance

Proficiency Database (PPDB)

• Volume of Data: Currently: ~14,000 flight attendants Future: ~21,000 flight attendants

• Future of AQP Database

DELTA AIR LINES, INC.

Other Data That Drives Curriculum

In addition to the proficiency data collected during training, the In-Flight Service AQP utilizes the following data when determining curriculum for the next year or changes needed to current curriculum.

• Flight Attendant Comment

Tracking System (FACTS)

• Operations Control Center

(OCC) Reports

• Level 1 Evaluations

• Letters of Investigation (LOIs)

• Enforcement Investigative

Reports (EIRs)

• Safety Management System

(SMS) Safety Roundtable

DELTA AIR LINES, INC.

AQP Structure

General ManagerAdvanced Qualification Program

ManagerProgram Audit

ManagerPerformance Proficiency

ManagerTraining Devices &

Technology

ManagerFacilitator Operations

COURSEWARE

HARDWARE

PEOPLEWARE

In-Flight ServiceAdvanced Qualification ProgramContinuing Qualification 2009: Driving Curriculum With Data

Jim Karsten, Manager – AQP Program Audit

DELTA AIR LINES, INC.

Continuing Qualification (CQ) Overview

To better understand the data that

the In-Flight Service Advanced

Qualification Program (AQP) collects

it is best to first outline the training

programs and the evaluation gates

that are utilized.

• Systems Validation (SV)

• Proficiency Evaluation (PE)

• Event Management Validation (EMV)

DELTA AIR LINES, INC.

Data Analysis by Training Center

DELTA AIR LINES, INC.

Proficiency Evaluation

In each aircraft we measure the following procedures for door operation:

• Disarm (prepare for arrival)

• Door Checks (disarmed)

• All-call (arrival)

• Open Normal Mode

• Close Normal Mode

• Arm (prepare for departure)

• Door Checks (armed)

• All-call (departure)

• Open Emergency

DELTA AIR LINES, INC.

Data Analysis by Aircraft

DELTA AIR LINES, INC.

Data Analysis by Aircraft

DELTA AIR LINES, INC.

Data Analysis by Aircraft

DELTA AIR LINES, INC.

Event Management Validation

Events Management Validation events

consist of:

• Emergency Procedures

• Security Procedures

• Medical Procedures

• Passenger Handling

• Dangerous Goods

DELTA AIR LINES, INC.

Data Analysis by Event

DELTA AIR LINES, INC.

Year-Over-Year Comparison

Proficiency Evaluation 2007 to Present:

• Disarm (prepare for arrival)

• Door checks (disarmed)

• All-call (arrival)

• Open normal mode

• Close normal mode

• Arm (prepare for departure)

• Door checks (armed)

• All-call (departure)

• Open emergency

DELTA AIR LINES, INC.

Year-Over-Year Comparison

Event Management Validation:

• Consistent with 2008

• Continue current

Emergency/Security Procedures

• Increased Events

DELTA AIR LINES, INC.

Data and the Curriculum

Proficiency Evaluation:

• Door briefing• Re-connect with door operation

Event Management Validation:

• Focus on briefing/debriefing

DELTA AIR LINES, INC.

Flight Attendant Feedback….

“This is the FIRST recurrent I have EVER attended that I felt like my proficiency was actually what was "tested".  In previous years, it was like we were "tested" on the verbiage of that particular year.  This year it really was a continuing learning experience and not a subjective microscope.  From a flight attendant that has had her share of recurrent training, this was by far the BEST.  Each facilitator was more interested in seeing that we were "getting it" than being a drill instructor.  We were able to really react to the situations and drills in a real way in order to learn.  A big thanks and a well done!”

- Atlanta-Based Flight Attendant

DELTA AIR LINES, INC.

Contacts

Michelle L. Farkas, ASQ CQA, CMQ/OEGeneral Manager, Advanced Qualification Program (AQP)

Email Address: michelle.farkas@delta.com

Phone: (404)715-1174

Jim KarstenManager, AQP Program Audit

Email Address: jim.karsten@delta.com

Phone: (404)715-0470

QUESTIONS