Business as Usual Making Human Factors Integration the Norm

Transcription

1 Business as Usual Making Human Factors Integration the Norm 26 th August 2015 Louise Kirkwood Manager Human Factors Qantas Group Safety Services

2 The Plan The evolution of Human Factors (HF) in Qantas The Qantas view of HF Our strategy around integrating HF? How HF gets involved Equipping Managers with Tools

3 The Evolution of Human Factors in Qantas

4 Who we are 1920 Logos B737 A330 B747 A380 Q200 Q300 Q400

5 A few details about the history of HF/CRM in QF From Group hugs to HF integration: 1980 s Integral aspect of pilot training 1990 s Integrated into cabin crew training 1999 QF1 (utilising our own events)

6 A few details about the history of HF/CRM in QF From Group hugs to HF integration: 1980 s Integral aspect of pilot training 1990 s Integrated into cabin crew training 1999 QF1 (utilising our own events) 2000 s Integrated into Audits ( OSA), Assessment systems HF Facilitator selection and training 2010 Holistic approach to training (LOFT, LOS, Cabin Crew assessment, Flight Crew Instructor guides) Systemic approach (HF integration & Cross departmental) 2015 Qantas Group approach

7 Our HF Vision To minimise human error and optimise individual and organisational performance for sustained operational safety and effectiveness. Individuals Systems

8 Where do we integrate HF?

9 A Structured Approach to Integrating HF Before After

10 Where is HF integrated into everyday processes? Management Commitment Just Culture 10 HF in Design (Selection, Systems, Processes, & Equipment) HF/NTS Training of safety-critical personnel HF during Managing Change HF in Contractor and Supplier Management HF in Occurrence Investigation HF in Identifying and Reporting Hazards HF in Assessing and Managing Risk HF in Safety Audit and Data/Reporting Analysis

11 HOW HF GETS INVOLVED Leadership and Commitment Building management understanding of HF responsibilities Integrating HF policy into the SMS and other documentation Providing Just Culture advice and training Develop HF tools and guidance material across the Qantas Group

12 Tools: HF as part of the Corporate policy

13 HOW HF GETS INVOLVED Process Management Design of procedures, equipment, etc; to maximise task-person fit and reduce potential for human error. HF analysis of the impact of proposed changes on human risk. Ensuring contractors and suppliers meet HF regulatory requirements.

14 Tools: HF Cues in Documentation Human factors shall be considered in all elements of change management to identify, assess, and manage the potential human factors risks to ALARP. Identifying if a Change will Introduce Human Factors Risks The Business Unit shall consider: Will the change impact: a person s role/tasks they perform? how a person operates or interacts with a system, equipment, etc. human performance? Will there be potential resistance to the change? If the answer to several of these questions is YES, contact QGSS HF Team.

15 Tools: HF considerations with change? Will the change impact on how a person interacts with a system or equipment? What are the opportunities for human failure? What is the impact of the change on individual roles and organisation-wide impact? What is the potential resistance to the change? What is the desired/required level of human performance and what level of error/non-conformance can be tolerated? What needs to be communicated and how?

16 Interface Design - Load Control, Flight Crew ipad App

17 Equipment Design - Aerobridge Operator HF Analysis

18 HOW HF GETS INVOLVED Risk Management Attend Risk Assessments to provide HF advice on: human behaviour potential areas of human risk. Provide advice on risk mitigation strategies that consider culture and human behaviour Identifying emerging Group-wide HF trends, issues and risks Provide specialist advice to projects: Fatigue Risk Management System (FRMS) Mental Health

19 Tools: Risk Management

20 Case Study: In-flight rest Controlled Rest on the Flight Deck: All Fleets

21 HOW HF GETS INVOLVED Assurance Advice and analysis of safety data trends Provide HF SME for occurrence investigations. Provide HF SME to Operational audits Developing HF metrics tailored to Qantas Group Provide advice on HF best practice and benchmarking information.

22 Assurance - Safety Meetings - A Seat at the Table Flight Training Fleet Safety Cabin Safety Qantas Safety Flight Technical Safety Meetings Fleet Captains Human Factors External Sources Safety & Compliance Security Audit WH&S

23 Assurance - Investigations Identifying potential HF contributing factors Designing questions for interviews Analysing observations Strategies to respond to recommendations Support training for crew System redesign

24 Assurance - Line Oriented Safety Audit ( OSA)

25 HOW HF GETS INVOLVED Training and Promotion Conduct Risk Based Training Need Analyses HF SME for specific course content development Provide competency framework and training paths for HF facilitators (including IRR) Standardisation of HF terminology and provision of a common language

26 Tools: Integrating Human Factors Simulator Training and Assessment Line Training and Assessment Classroom based HF training Audit Data and Occurrence Reports Syllabus and Scenario Design COMMON CONCEPTS AND TERMINOLOGY

27 Tools: A Consistent Training Framework Stress Design Fatigue Situational Awareness Teamwork Decision Making Threat & Error Management Prevent Communication / Avoid Identify Manage / Recover Leadership and Managerial Skills Distractions and Interruptions Automation Culture

28 Training and Assessment - Non Technical Skills Situational Awareness Decision Making Communication Teamwork Leadership and Managerial Skills

29 Tools: Integration into Flight Crew Training and Assessment criteria

30 Tools: HF Facilitators Competency Framework Facilitation Skills Human Factors Knowledge Assessment Skills Operational Knowledge

31 Continual Improvement Learning from QF Incidents and other Industry Trends

32 Questions?