Human Factors in Maintenance

1. Human Factors in Maintenance

2. Speaker I am very pleased to provide you with this training session on Human Factors in Maintenance, either as Initial training or as a Recurrent training which is due every 3 years. The preference for such training is usually better in a class with an instructor and a group of participants. However, in some instances, it is not always possible to gather everyone in a class with an instructor. This Power point training is suitable for technical personnel involved in aircraft maintenance that cannot receive their Human Factors otherwise, either because of: • the operational base being isolated, • the need is limited to few individuals • the participants work on shifts and cannot otherwise participate in a group training session.

3. Human Factors in Maintenance First of all, let me bring to your attention my credentials. My name is Albert Joncas and I am the owner of SMS Solutions SGS . Thepurpose of which is to provide specific support to Aviation companies in need of either regulatory counselling or specific training. I have been working in the Aviation industry for more than 30 years, going from aircraft manufacturing to maintenance which took me to a career completion as a Civil Aviation Safety Inspector with Transport Canada, Dorval, Quebec. Trainor Credential

4. Training process This training has been planned for a period of 4hrs maximum. During this training session, the participant is invited to alternate between the Power point presentation and the short video as desired in order to remain comfortable with the training delivery speed. At the end of this training session, the participant’s level of retention shall be validated prior to the issue of a Training certification. A score of 70% is required to qualify for a certificate. So, once the exam has been completed, please forward the Exam page with your responses to my attention for correction to joncasalbert@Hotmail.com. A certificate will be issued to you & your employer for Training record filing. In the situation where the test score is below the 70%, a reply will be provided to your attention with details on the area (s) that need improvement. You may make (3) attempts. If a failure is recorded after the 3rd attempt, specific training shall be recommended to your supervisor.

5. Objective The objective of this Human Factor in Maintenance is to improve the participant awareness on inherent factors that may affect your mindset or performance while performing aircraft maintenance either for an initial training or for Recurrent regulatory training.

6. Content During the training, the following topics will be covered: Human performance. Factors that contribute to human errors such as: •  fatigue; stress; assertiveness; awareness; resources; knowledge; • team work; norms (commonly accepted standards and procedures); complacency; pressure; distraction; and communication; Error management, including error prevention and error containment. Now, lets move on with the training!!

7. Human Performance As you know, every business that seeks financial success has the right to ask for a certain level of performance from its employees. That level is mainly based on the knowledge, physical level of effort necessary to accomplish the tasks. Those are established at management level and re-evaluated from time to time. However, even if the basic level is identified by management, each person carries his own limitations and work performance which might become affected at some point, depending on: • The work conditions, • The employee physiological condition, • His receptivity to stress.

8. Factors contributing to human errors Among the factors that are contributing to human errors, are the Dirty Dozen which are: • fatigue; stress; assertiveness; awareness; resources; knowledge; • team work; norms (commonly accepted standards and procedures); complacency; pressure; distraction; and communication; • During the next slides, we will cover each of the factors more deeply and evaluate s alone or when coupled with others.

9. Fatigue So let’s begin with the fatigue factor: We have all experienced different level of fatigue from long working hours or lack of sleep or short period of intense or heavy stress; so we know how much attention is required to avoid and prevent mistakes!

10. Stress Stress is basically a level of response by the human organism when under pressure from outside factors such as: Danger, Pressure, Discomfort ..

11. Assertiveness Assertiveness is the quality of being self-assured and confident without being aggressive. In the field of psychology and psychotherapy, it is a learnable skill and mode of communication.

12. Awareness The level of awareness is the capability to maintain observation, study or judgment on something, no matter what it might be or yet to the practice of some action.

13. Ressource level The resource levels are the technical and human means required for the good operation of a business in order to reach planned objectives.

14. Knowledge The knowledge levels are everything a person has acquired to date for instance: Personal, Cultural, Technical…. In a specific sector.

15. Team work The team work is basically all the work accomplished by one or many group (Teams) of individuals in order to reach a common objective: IE: On aircraft, all of the technical aspects are involved together towards a specific date of completion.

16. Standards and accepted procedures Standards and accepted procedures are those that permit the objectives to be met as per specific criteria in order to reach planned objectives. For instance: Regulatory requirements, Maintenance manuals, Company procedures and so on…

17. Complacency A feeling of contentment or self- satisfaction, especially when coupled with an unawareness of danger, trouble, or controversy.

18. Pressure The pressure is the feeling coming from an outside source, moral, physiological, physical… a state of mind ..

19. Distraction Is the act of being disturbed physiologically, mentally from something.. IE: Co-worker questions, Request, telephone calls, so on..

20. Communication We do communicate when we are interacting with someone or many persons, usually by language or often by writing while expecting an answer, a reply..

21. Error management Error management occurs when a response or action is taken following a bad action in order to correct the action previously taken.. It could come from the error originator or from management itself.

22. Type of errors For the purpose of this Training, there is 3 main types of errors: • Communication, • Interpretation, • Application.

23. Communication (error) Is said to be a failure in the process of putting in relation, in contact or in the interpretation with something.

24. Comprehensive (error) Comprehensive errors happen when the understanding (Message reception) is different from the transmitted message. For instance during a verbal communication, or during the reading of instruction that provides output.

25. Application (error) An application error happens when the result is different from the expected result. It could result from being mislead during the process or because of product incompatibility.

26. Case study videos https://www.youtube.com/watch?v=WWvTpgCAJAM

27. Conclusion In conclusion, chances are high that you have already encountered or recognized one or many of the Dirty Dozen in your normal maintenance activities. When you feel at risk, please speak up and always think Safetyfirst.

28. Test instructions: (1) For each of the questions (10), write down your best answer. You are encouraged to read the presentation or play the video as much as you wish to ensure that you have the best answer. (2) Once completed, please forward it to my attention for corrections and issuance of your certificate to update your personal file. E mail to: joncasalbert@Hotmail.com

29. TEST Human Factor in Maintenance Score: ______Participant Name : ____________________________ Date : ________ 1- Maintenance Errors are accountable for what percentage of all aircraft accidents? A: ___________________________________________________________________________________________________ 2- What was the name of the commission that came out after the Air Ontario crash? A: ___________________________________________________________________________________________________ 3- Based on your training appreciation, what were the 4 main Human factors involved with the Twin jet aircraft flight control blockage? A: ___________________________________________________________________________________________________ 4- Name three Human factors identified as the main causes of the Air Ontario crash? A: ___________________________________________________________________________________________________ 5- How do you ensure that you properly resume your work sequence following distraction? IE: phone call A: ___________________________________________________________________________________________________ Page 1 of 2

30. TEST Human Factor in Maintenance Score: ______Participant Name : ____________________________ Date : ________ 6- In which of the study cases did you identify an evident lack of knowledge/ competency? A: _________________________________________________________________________________ 7- What are the 3 Human factors that could aggravate the negative influence of any one of the others and could complicate any situation? A: _________________________________________________________________________________ 8- In which module did you identify the greatest level of pressure on the employees? A: _________________________________________________________________________________ 9- In your own words describe what means the expression ¨ Safety Net ¨ ? A: __________________________________________________________________________________________________________ 10- What would be your personal Safety net to avoid complacency? A: ______________________________________________________________________________________ Page 2 of 2