crm

““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