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
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