crm
TRANSCRIPT
““Successful Applications Successful Applications
of of
Risk Management”Risk Management”
Strategies of Lufthansa Airlines
Captain Eugen H. Bühle
TRISMAC Conference 2008
GOAL:
highest possible safety standard
=
minimum risk envolvement
before, during and after flight operations
GOAL:
highest possible safety standard
=
minimum risk envolvement
before, during and after flight operations
To gain a high safety standard
we need to have strategiesbut first of all
we have to accept that risks exist
To gain a high safety standard
we need to have strategiesbut first of all
we have to accept that risks exist
Risk versus Threat
• The new thinking in ICAO is:
• Threats in flight operations are everywhere
• Threats create risks
• To minimise the risks > know the threats
• ICAO has a new pilot training programm
„TEM = Threat and Error Management“
Risks are createdby
the environment = external threats and
human errors = internal threats
Risks are createdby
the environment = external threats and
human errors = internal threats
External Threats from the
environment or from nature
Internal Threats from
Human Failure = Human Error
Threat and risk assessment
are
differing from person to person
Threat and risk assessment
are
differing from person to person
Reasons for aircraft accidentsReasons for aircraft accidents
„„The probable cause“The probable cause“ Reasons for aircraft accidentsReasons for aircraft accidents
„„The probable cause“The probable cause“
Evaluation of accidents
• Black boxes are red– Flight data recorder– Voice recorder
This is what we know
• Human beings make errors
• Errors lead to incidents
• Incidents lead to accidents
11
1010
101022
101033
Serious AccidentSerious AccidentSerious AccidentSerious Accident
Minor Accident withMinor Accident withDamage and InjuryDamage and InjuryMinor Accident withMinor Accident withDamage and InjuryDamage and Injury
Incidents and Incidents and Near MissesNear MissesIncidents and Incidents and Near MissesNear Misses
Observed Observed Work ErrorsWork ErrorsObserved Observed Work ErrorsWork Errors
Accident PyramidAccident PyramidAccident PyramidAccident Pyramid
well documentedwell documented
What? When? Where? Why? >Standard Operating Procedures< What? When? Where? Why? >Standard Operating Procedures<
The probable cause of airplane accidents
Human Error
Technical
Environment
General Human Errors
• Design• Construction• Software• Hardware• Maintenance• Dispatch• Air traffic control • Flight planning• Flight operation
Human ErrorSituational awareness required!!!?
Risk assessment?The flight was late and the captain tried to gain some time by high speed taxiing through accelerating the engines initially like for take off.
Design errorIf the throttle system is moved like for take off, the autothrottle system engages and the brakes are automatically disconnected - thus braking is not possible!!
Pilots overconfidence + bad communicationOn the way to the gate, the cockpit voice recorder captures one Pilot saying; “If we go a little faster, then we could get the nose wheel off the ground”.
Pilots complacencyThey were apparently unaware that the autothrottles were set in Take-Off mode, which disconnects the brakes and makes braking impossible.
The „Probable Cause“
As they approached the gate, they found they had no brakes,the result of being in the Takeoff Power mode
Human Error in the Cockpit
• Lack of flying skills
• Lack of communication
• Not adhering to SOP`S
• Overconfidence / complacency
• Bad decision making
ThreatsThreatsThreatsThreats
Szenario
Probability
Ditching Human
Error
10410-7
Terror
1000Meter1000Meter10-8
Errare humanum est Errare humanum est
FINISHED FILES ARE THE FINISHED FILES ARE THE RESULT OF YEARS OF RESULT OF YEARS OF
SCIENTIFIC STUDY SCIENTIFIC STUDY COMBINED WITH THE COMBINED WITH THE
EXPERIENCE OF YEARSEXPERIENCE OF YEARS
FINISHED FILES ARE THE FINISHED FILES ARE THE RESULT OF YEARS OF RESULT OF YEARS OF
SCIENTIFIC STUDY SCIENTIFIC STUDY COMBINED WITH THE COMBINED WITH THE
EXPERIENCE OF YEARSEXPERIENCE OF YEARS
Kategorie Fehler MTBF
MTBFs = Mean Time Between Failurs
Prof. Bubb TU-München
Low stress levelSimple and often repeated actions with low time pressure
1 . 10-3
High stress levelVery complex and seldom practised actions under time high pressure
Medium stress levelComplex and not so often repeated actions with medium time pressure
1 ∙ 10-1
1 ∙ 10-2
33 min
5 min
<30 sec
Categorie Probability MTBF
Cockpit Human Factor Research Project
120-pages questionaire
2100 pilots report anonymously about their last critical incident
More than 3.200.000 datas have been analysed
External Threats / Risks
TEC Technical Problems failure of a technical system
OPS Operational Problems weather, time pressure
Internal Threats / Risks SOC Social Problems
interaction HUM Human Error
pilot error
Cockpit Human Factor Research Project
Cockpit Human Factor Research Project
Human Error alone
4,9%
of all critical incidentsbut
different eventconfigurations show…..
1
0,7%
1,2%
4,9%
7,7%
0,9%
1,2%
2,6%
4,1%
8,3%
13,7%
1,9%
2,5%
4,0%
37,8%
9,1%
0% 10% 20% 30% 40% 50%
SOC ONLY
OPS
HUM
TEC
TEC/HUM
OPS/SOC
TEC/SOC
TEC/OPS
OPS/HUM
HUM/SOC
TEC/HUM/SOC
TEC/OPS/HUM
TEC/OPS/SOC
OPS/HUM/SOC
TEC/OPS/HUM/SOC
46.2%
30.8%
14.5%
9.1%
Frequency Distributionby Event-Configurations
Cockpit Human Factor Research Project
The most critical event configuration
>37,8%<>37,8%<
operational problems +
human error
+social problems
Cockpit Human Factor Research Project
In 48 % of all cases
• call outs have not been made
• Considerations have not been made
• Messages have not been transfered, were overheard or misunderstood
Cockpit Human Factor Research Project
Problems of social interaction in a
team increase the amount of
critical incidents by the factor of
5
PREVENTIVE STRATEGIES
1. Pilot Qualification Test and Selection
D E S C
Diszipline
Self Commitment
Social Competence
Cooperation / Team ability
Pilot Selection and Qualification
Required standard
Below required standardNeed additional training
Did not finish training 30%
40%
30%
92%Required standard
5% Below required standardNeed additional training
3%5%
3% Did not finish training
pilots without Lufthansa test pilots with Lufthansa test
PREVENTIVE STRATEGIES
2. Pilot Technical Competence Training
Hard skills
Pilot Technical Competence Training
• Knowledge of technical systems
• Flying skills for manual and automatic flight
• Standard Operating Procedures –SOP`s for
normal and emergency situations
PREVENTIVE STRATEGIES
3. Pilot Interpersonal Competence Training
Soft skills
Pilot Interpersonal Competence Training-soft skills-
• Communication– Athmosphere– Information Transfer– Information Management
• Leadership and Teamwork– Commandability– Team Ability– Conflict Management
Pilot Interpersonal Competence Training-soft skills-
• Workloadmanagement– Task management– Time management
• Situational awareness – Present position– Obstacle restrictions– Wheather situation
Pilot Interpersonal Competence Training-soft skills-
5. Decision Making - FORDEC
• F FACTS• O OPTIONS• R RISKS AND BENEFITS• D DECISSION• E EXECUTION• C CROSS-CHECK
SOP versus FORDEC
Pilot Interpersonal Competence Training-soft skills-
6. HUMAN FACTORS TRAINING SEMINAR
CREW RESOURCE MANAGEMENT CRM
Two day seminar - Every 3 years
Social intelligence and behaviour
Stress Management
Conflict Management
“Wild Bill“ Hopson
Yesterday
Today
Best Hierarchie ?
No.1
No.2
No.1No.2
No.1 No.2
80%80% of all "Human Errors" in complex situations can
be avoided with proper social interactionproper social interaction
Training ofSocial Intelligence and Interpersonal Social Intelligence and Interpersonal
CompetenceCompetence
because:because:
This has to be avoided
7/8. Preventive strategies
TRAINING and CHECKING in Simulator
TRAINING and CHECKING in Simulator
TRAINING and CHECKING in Simulator
TRAINING and CHECKING in Simulator
TRAINING and CHECKING in line operation
Simulator training 4 times per year to manage emergency situations
time
SimulatorSimulator SimulatorSimulator
PREVENTIVE STRATEGIES
9. Nonpunitive, anonymous reporting to the flight safety departement
PREVENTIVE STRATEGIES
10. Publication of incidents and accidentsby the flight safety departement
! Lessons learnt !
Share your experienceShare your experience
Nethertheless…………!
THANK YOU