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Instructor Calibration

Instructor Calibration. Building Grading Consistency with QC Observers and Emergency Procedures Instructors. Presenters. Greg Hegarty Manager, Emergency Procedures Training & Programs United Airlines Chris Hallman Founder and Principal Consultant, Great Circle Consulting.

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Instructor Calibration

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  1. Instructor Calibration Building Grading Consistency with QC Observers and Emergency Procedures Instructors

  2. Presenters • Greg Hegarty • Manager, Emergency Procedures Training & Programs United Airlines • Chris Hallman • Founder and Principal Consultant, Great Circle Consulting

  3. Why Focus on Calibration? • Standardize Training Delivery • United Airlines trains flight attendants in six locations worldwide • Ensure Grading Consistency • United employs more than thirty instructors and quality control observers for emergency procedures training • Enhance Data Quality • Provides training managers with more accurate picture of training effectiveness • Supports Transition to AQP

  4. Departmental Organization

  5. Emergency Procedures Training Department 2010 Manager Emergency Procedures Training & Programs Administrative Assistant Supervisor Emergency Procedures Training Program Developers 3 – Flight Training Program Specialist (FTPS) 1 – Multi-media (temp) ORDTK 1 - EPS 10 - EPIs Train ORD, BOS, DCA, JFK, domicile FAs SFOTK 1 - EPS 5 - EPIs Train SFO, LAX, LAS, SEA domicile FAs HNLTK 1 - EPS Train HNL & NRT domicile FAs DENTK 1 - EPS 10 - EPIs Train DEN domicile FAs LHRTK 1 - Sr. Staff Instructor Part-time EPI Train LHR & FRA domicile FAs HKGTK 1 - Sr. Staff Instructor Train HKG domicile FAs EPS: Emergency Procedures Specialist EPI: Emergency Procedures Instructor

  6. Enhanced Quality Control Plan • Develop enhanced grade sheets and quality control observer data collection instruments • Reliable and Valid • Design QC observer calibration training • Design instructor calibration training • Conduct calibration training • Monitor and Evaluate

  7. Instructor Calibration Training includes: • Importance of collecting quality data in evaluating flight attendant performance • Rater-referent reliability • Inter-rater reliability • Video scenarios • Actual grade sheets • Coaching performance improvement to improve calibration

  8. Door PC1 Scenario • 777 door 1L • F/A #1

  9. Please make your selection…PC1. • Pass • Fail • Coach

  10. Quality Control Observer Calibration Training includes: • Importance of collecting quality data in evaluating flight attendant performance • Rater-referent reliability • Inter-rater reliability • Video scenarios • Actual grade sheets • Coaching performance improvement to improve calibration

  11. Results

  12. Audit Activity Summary08Feb-04Mar 2010 • Audits Completed 45 • Modules Audited 203 • Items Audited 1,724 • Items-Deviation from Standard 142 = 8.2% of total items audited • Items-Deviation from Standard 32* = 1.9% of total items audited with Intervention22.5% of total deviation- from-standard items *18 add’l responses under review

  13. Audits Completed per Location 08Feb-04Mar 2010

  14. Audits Completed per Module 08Feb-04Mar 2010

  15. Compliance by Module 08Feb-04Mar 2010

  16. Program Timeline

  17. QC Process Improvement Plan Timeline Immediate Action Steps Dec. - Jan COMPLETE Instructor & QC Observer Calibration Phase 2 COMPLETE Observation & Corrective Actions CONTINUING APR-MAY Organization Redesign CURRENTLY UNDER REVIEW Instructor & QC Observer Calibration Phase 3 JUNE • Compliance: • Leads Call • Instructor Letters • Standardized Daily Briefing/ Debriefing Form • Enhanced Admin.Sign-off Checklist • IG Revised - No Deviation • Written Flow Schedules at Each TK Center • F/A Training Certification Form • Forms: • Supplemental Form for QC Audits • Training Plan: • Remedial • Individual Commitment Review • New Video Vignettes for Instructors & QC Observers • Compliance & Performance Tracking with Q5 Database • Basic Training Review • Intent • Role: Through the eyes of the FAA • Human Factors: Objectivity vs. Subjectivity • Standardiza-tion & consistency • •Yes/No Form • Grading Exercises • Practice QC Observer Training & Calibration Feb. 2-5 COMPLETE • Basic Training Review • Intent • Role: As the arms of the FAA • Regulatory Requirements vs. Individual-ization • QC Form: Shifting to Yes/No Format • QC Responsibility • Video Vignettes • Exercises: Compliance vs. Deviation Instructor Training & Calibration Feb. 3-5 COMPLETE • Observations • •8internal QC observers • QA resource support • All 6 TK Centers • 4-6 Hour Observations • Shortened QC Form • Yes/No Format • Q5 Database • Continuous Improvement Processes Ongoing • QA Observes QC’s QC Observation Blitz Feb-Mar COMPLETE • Data • •Daily input & review • •Refinement of QC document • •Track by Issues/ Module, TK Center & Instructor • Follow-Up: Observers & Instructors • Weekly Mtg SW/TK/QA • Weekly Leads call • On-going development calls Data Review & Corrective Actions IN PROGRESS • Calibration • •Review of findings, issues, concerns • •Calibration update based on findings • At 4/1 start of 2010 RET, QC observers conduct class at SFO, DEN, ORD • All Other Instructors observe • Next step: Instructors teach, QC observes • Continuous Improvement • Tracking, trending & corrective actions continue • 2010 RET incorporates learning • Further refinement of: • •Curriculum • IG & Manuals • QC Document • Data Reporting Systems • HHDs • Calibration with FAA Evolution •Resource efficiency & centralization •Oversight capability in TK Centers •QC Observer Pool •Equipment Maintenance •AQP Program Development QC Program Design Dec. - Jan COMPLETE Calibration •Quarterly calibration continues

  18. Questions? • Greg Hegarty: greg.hegarty@united.com • Chris Hallman: chris.hallman@greatcircleconsulting.com

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