In the inspection
p
prior to the incident
no cracks were
found. A post
incident inspection
revealed that there
were at least 240
l 18 feet of
cracks present at the fuselage skin
use age s
last inspection prior ripped off.
to t e c de t.
to the incident.
Types of Errors
John drives into water & the car begins
g to hydroplane.
y p
Slip - having a good plan, but bad execution: John's plan is
to pump his brakes,
brakes but he misses the brake pedal & steps
on the accelerator instead.
Mistake - a bad plan is selected: John thinks that speeding
up will give him control over his car so he accelerates.
Violation - the wrong procedure is performed
intentionally: John learned from his driving teacher that he
should pump his brakes in this situation, but his brother
said that acceleration is best,, so John steps
p on the
accelerator.
Active & Latent Errors
A i
Active error ‐ i
immediate
di t effect
ff
Height of aircraft not read correctly – crash –
immediate effect
Latent error delayed effect
Latent error ‐
Delay between the mistake & consequence. e.g.
smoking. Bolt was corroded –
k l d d not seen so not
replaced will ultimately break.
Error Ice‐burg
Heinrich Ratio:
H i i hR i
à Fatal Accidents 1
à Non Fatal
N F l 10
à Reportable accidents 30
à Unsafe Acts‐
U f A t Not reported
N t t d 600
Take care of your hours & days,
Take care of your hours & days
months & years will take care themselves
Top seven causes of in‐flight shutdowns
Incomplete installation (33%)
Damage on installation (14.5%)
Improper installation (11%)
Equipment not installed or missing (11%)
F i object
Foreign bj t ddamage (6 5%)
(6.5%)
Improper troubleshooting, inspection, test (6%)
E i
Equipment not activated
i d or d
deactivated
i d (4%)
Top eight common maintenance errors
Incorrect installation of components
p
Fitting of wrong parts
Wrong electrical wiring of parts (including
Wrong electrical wiring of parts (including
cross connections)
Loose objects left in the aircraft
Loose objects left in the aircraft
Not enough lubrication
Cowling &/or access panels not secured
Fuel/oil caps &/or refuel panel not secured
Fuel/oil caps &/or refuel panel not secured
Landing gear ground lock pins not removed
before departure
before departure
The need to consider the human factor
Most important human factor:
Most important human factor:
Ability to learn from experience & mistakes
committed by others
committed by others.
Basic Rules:
If it has gone wrong once, it will probably go
wrong again.
Safety Net:
At Design stage –
At Design stage – By manufacturer. ( e.g. Cross wires)
By manufacturer ( e g Cross wires)
At user level – By following written procedures.
Manufacturers –
à design changes‐make it impossibility to use in
wrong way. e.g. computer connectors.
wrong way e g computer connectors
à Procedures misunderstood
Users –
U i
improve procedures e.g. dual
d d l
inspection.
The human brain …
… tricks us......
whenever it can!
The phenomenal power of the human mind
What do you see?
Research has shown that young
children cannot identify the
intimate couple because they do
not have prior memory associated
with such a scenario.
Child
Children see nine
i dolphins.
d l hi
a bright spot will appear
twinkle a few times & you‘ll
see a figure
Who is right?
Both are right from their
ot a e g t o t e
own positions.
When you decide
anything or assign any
task to someone, place
k l
yourself on his position
&
& see the things as he
th thi h
perceives.
Ways of Information Transfer
y Person to Person:
ÙVia verbal communication
ÙVia written communication
y Display / Product to person:
ÙJob
Job cards
cards
ÙManuals
ÙDisplays
ÙIndicators
y Person to Product:
e so to oduct
ÙKey board of computer
ÙControls in aircraft
Information :‐ Hard to See or Hear
Noisy environment
Noisy environment
à Makes it hard to hear what people say.
Poor lighting
à Can
Can'tt see cracks, loose tools or parts.
see cracks loose tools or parts
Poor communication
à Not speaking clearly
à Bad handwriting
g
Information Present but Missed
Awareness Problem
A P bl
à Completely focused on one task & miss
other things around.
à Distractions: e.g. During walk‐around, a hole
g g ,
on ground is a distracter.
Conversations
Interruptions
Attention & Awareness
Selective Attention:
Selective Attention:
à Monitoring several sources of information to decide
whether particular event has occurred e.g. deviant
whether particular event has occurred e g deviant
reading on several indicators in cockpit.
Focused Attention:
à Being task focused. Concentrating to one source.
à e.g. Mechanic reading in noisy environment.
g g y
Divided Attention
Sustained Attention
Sustained Attention
à Security Guards viewing a TV monitor.
Brain
y Left half of brain thinks
Left half of brain thinks
rationally. Used while
dealing with problems
dealing with problems.
y Right half of brain thinks
g
emotionally. Related to
y
creativity & clever ideas.
y Which one is correct to
use?
{Both should be used.
Information Awareness
Five senses ‐ the sources of information.
Smell can warn us of dangers.
can warn us of dangers
Sense of temperature through touch.
p g
Taste – very rarely used.
The two most used senses: Sight & hearing.
Use of eyes
Inspections:
p 80% of inspections
p are visual
inspection
Written documents: Different manuals.
manuals
Job-cards
Writing what you have done.
Written Communication:
à Legible
à Accurate
à Complete
à Order of sentences
Hearing
Deteriorate with age & also suffers
from non‐reversible permanent
damage when exposed to high level
of noise.
Ear Protections
When sound volume > 90 dB
Wh d l 90 dB Use: Ears.
Use: Ears.
AF : 20 Hz – 20 kHz
Even at 85 dB if remain exposed
for > 4 hours
for > 4 hours
Earmuffs / Earplugs.
Treatment of ears
T t t f t k
take years.
Difference: Hearing & Listening
Hearing
à is just the process of taking in sounds.
à not selective.
t l ti
à Passive.
à Sound of fan, air‐conditioner etc.
Sound of fan air conditioner etc
Listening
à hearing with selective attention
l i i .
à Involves interpreting the sounds.
à Active.
à To each other.
Listening
y Interest in topic.
I t ti t i
y Distraction tolerance
y Appropriate time & place.
y Eye contact
y What is said & what is not said?
y Prejudices : decision already made.
Sometimes more
information in
what is not said.
hat is not said
Claustrophobia & Physical Access
Claustrophobia:
Claustrophobia:
à Definition: An irrational fear of being in a
confined or enclosed space.
confined or enclosed space
à e.g. Maintenance in Fuel Tank.
Space Availability:
à More space improves performance.
More space improves performance.
Controllability:
à Minimum restrictions due to clothes &
Minimum restrictions due to clothes &
shoes.
Ways to Learn & Remembered
Hear 25%
See 30‐35%
30 35%
See & Hear 50%
S &R
Say & Repeat 75%
Do 90%
Team Work
Planning, Co‐ordination & Communication.
Pl i C di ti & C i ti
Team: a group of inter‐dependent individuals
working together to complete a specific task.
Example: Football
Example: Football Team
In maintenance, working as a team improves
productivity & reduces injury & equipment
productivity & reduces injury & equipment
damage.
Characteristics of an Effective Team
A clear purpose: accepted by all members.
R l d
Relaxed: no tensions among the members.
t i th b
g
Listening: listens to the others.
Disagreement: agree to disagree with each other.
Characteristics of an Effective Team …….contd.
Openness: full & open communication.
Clear expectations: about the roles each member
& assignments fairly distributed
Sh
Shared
d leadership:
l d hi Delegation
D l ti off P
Power.
Participatory Leader
à Encourages participation.
à Distributes resources & delegate power.
à Get maximum input from
f members
b
à Group decisions.
Authoritative & Participatory?
Authoritative Participatory
Taskk structured.
T t t d ClearCl Taskk unstructured.
T t t d Inputs
I t
Answers. required.
Conflicts Work well together
together.
B l
Balance b
between the two types
h
Factors Affecting Performance ‐ Stress
y Definition:
Definition: Physical or psychological tension caused by
Physical or psychological tension caused by
dealing with difficult situations.
y Stressors
St
{Personal problems.
{Work related problem.
W k l t d bl
{Social problems.
y Cost of Stress
{Poor work quality –
q y Public safety jeopardised.
yj p
{Heart diseases – Sleeping problem
Components of Situation Awareness
Be aware of your surroundings.
B f di
Use all the senses.
“ Fire , Fire, Fire”
Perceiving : e.g. listening of some sound.
Comprehending:
Comprehending: What that sound mean?
What that sound mean?
Projecting: Thinking about possible consequences.
General Model of Human Error
The Transactional Analysis Model (Contd.)
Parent:
à Orders
à Claims to know
Claims to know
everything
à Caring, encouraging,
g, g g,
supportive &
protective.
à Sentences:
S
Let me help you.
Leave it to me, I will
L it t I ill
do this.
The Transactional Analysis Model (Contd.)
Adult: Child:
à Asks for reasons. à Emotional
à Talk on equal level.
Talk on equal level à Free & natural.
Free & natural
à Sentences: à Obey, retreat, be polite.
What is your
Wh t i à Not sure of itself.
Not sure of itself
opinion? à Sentences:
I do not agree.
I do not agree I do not like you.
Id t lik
I do not know, I want
leave.
leave
Results of poor communication
Errors
Inefficiencies
Duplication of effort.
Conflict
Conflict
Reduced quality
Cost increases
Results of good communication
Reach an understanding with one another.
Co‐ordinate their efforts.
Agree who does what.
Decide on actions & make decisions effectively.
Take correct action to reach their goals.
Forms of communication
y Verbal communication
{ the spoken word.
{ face‐to‐face or through an electronic medium
f f h h l d
such as a telephone, radio, loud speaker etc.
y Non‐verbal communication
Non verbal communication
{ as body language.
{ Wave, smile or frown.
Wave smile or frown
y Written communication
{ Manuals, Job
Manuals, Job‐cards,
cards, letters, magazines, books,
letters, magazines, books,
forms, e‐mail etc.
Communication Model
Communication in its simplest form involves two
l f l
people:
à The Sender
Th S d : the speaker or writer who is
th k it h i
transmitting a message.
à The Receiver
The Receiver : the person who sees, hears or reads
: the person who sees hears or reads
the message.
Feedback
Messages filtered through feelings, opinions &
intentions The message includes body language
intentions. The message includes body language.
Three Cs of Communication
B correct
Be
à Standard part names.
Standard part names
Be complete.
Be
à Enough information.
Be clear
à Say what you mean to say.
The impact of information technology
¾ e‐mail, voice mail, fax machines, mobile phones & pagers.
e‐mail voice mail fax machines mobile phones & pagers
¾ Information technology (IT) improves communication in
organisations in the following ways:
organisations in the following ways:
¾ It cuts across time boundaries.
¾ It cuts across geographical boundaries.
It t geographical bo ndaries
¾ It allows multiple, simultaneous reception.
¾ Bottlenecks can be avoided as electronic information channels are
typically direct between sender & receiver.
¾ It helps reduce paperwork.
Shift Work
Conclusions
Errors affect both lives & profit.
Many errors are made, but it usually
requires a chain of events for a serious
incident to occur.
Although only a few errors will be the
cause of an accident, it is impossible to
predict which one this will be.
It is difficult to fix
a faulty person than
to fix a faulty component.
Do you agree?
Do you