Adapting Q-Pulse to your SMS Business Model

Patrick Manley

Gulfstream Safety Management Systems

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Gulfstream Worldwide Installations

Gulfstream SMS as of 2014

• 12 Product Support facilities around the world including CLS• 2 manufacturing & 2 Completion Center facilities in Savannah GA• Engineering organization• Flight Operations• Sales and Marketing

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Gulfstream SMS Business Model

• Provide a practical, functional and compliant program for managing risk– Centralized program oversight at a corporate level– Site level accountability and responsibility via site focal– Scalable, consistent process design allowing for operational

differences• lean the process, yet bolster the resulting effects

– Procure a software program with:• strong customer service support• local adaptability• a capability to follow existing SMS processes• a capability that leans/enhances existing SMS process

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End User Base

• 13000~ person user base for reporting via web

• 200~ investigators using client

• 17 SMS Managers/Coordinators using client

• 7 SMS Corporate level program managers per business unit using client

Engineering & Flight Operations

Production MaterialsSales &

marketingRepair Stations

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A Practical SMS

Disciplinary determination

Y/N?

DisputeAppealsProcess

Management team engagement

GAC Safety Performance Monitoring

Site Safety Council

Event Review Team (ERT)

Prevention/Reduction strategy oversight

Recommendations

Investigation resultsMonthly Site Safety

Review

Event

Risk AssessmentHazard Report

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Q-Pulse Design & Installation Considerations

• Module use– Occurrence Reporting– Audit/Assessment– CA/PA– Documents

• Hosted or firewalled servers

• Shared workstations, individual computer access or both

• Audience differences

• iPad usage and who will use it

• Roll out (stepped or blanket)

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Transition (Paper to Pixels)

• Things to consider when planning the transition– Workforce capability– What does employee engagement look like

• What is the pulse of the people…pun intended– Employee-base opportunity and availability to access the

program/web– Ease of use for your predominant population

• Largely computer friendly or limited computer knowledge

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SMS Process Integrated with Q-Pulse

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Report Types Available

• Custom Made Reports– Resemble previously

used legacy paper reports

– Little end-user change experience

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Locations Upgrade

• Allowed for streamlined report access– Previous version

required a form each type for each location

– Routing configuration the largest, most useful enhancement to date

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Incident Management

• Stages modified to follow GAC SMS process model

• Investigation and Root Cause stages are separated to allow for better data capture

• Contributing factors versus Root Cause

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Classifications Use

• Maintenance Error Decision Aid (MEDA)

• Human Factors Classification Systems

• Continuing to advance the categories from “other” as more defined information becomes available and with repetition

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Risk Assessments using SPE Model

• Severity/Probability/Exposure• Allows for tempering of what could always be considered “catastrophic”

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Managing the Information Bow Wave

• Prepare your teams– That people will test your system with seemingly minor/irrelevant

reports• Act anyway…builds system confidence

– Talk to others if it doesn’t work– Once confidence is gained by the masses, reporting rate will double

• Exercise your process vigorously at first and find your balance– Stabilize and manage program/employee expectations

• Give feedback to the reporter at every opportunity if your process and population supports it– Some may not elect to have emails at every status change

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Start, Stop and Continue

• Start– Communications early and don’t stop– Leveraging Q-Pulse adaptability– Leveraging Q-Pulse’s powerful analysis engine

• Stop– Making excuses, make differences– Tweaking a good program where not appropriate

• Continue– Delivering meaningful and actionable metrics– Communications– Exercising patience, objections to new programs will subside

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Stabilizing a System While Preparing for Growth

• It will become popular to business leaders when real capabilities and metrics are known, understood and monitored– Occurrence Reporting and Risk Management

– Plan early and communicate– Q-Pulse is highly adaptable

• Engage your internal business partners and Gael Q-Pulse representative to understand your growth and Q-Pulse advantages available to you.

Product Damage Employee Injury IQI Security

Quality Escapes Entry into Service Field Service Air Safety Reports

Ground Safety Reports Normal Event Reports

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Questions