Aviation Maintenance

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The problem:

Squadron flightcrews were using our system to identify issues. What was missing was a "maintenance perspective" on said-same.

• a number of pilots and plane captains were not in-sync on safety issues
• some flightline procedures were being interpreted differently on different days
• Maintenance Control was following one set of guidelines, pilots another
• some scheduling and coordination issues were getting "lost in translation" 

Our solution:

A maintenance-specific variant of our program, appropriate for a wide range of ranks, rates and experience levels was fielded:

• in locations easily accessible to maintenance personnel
• on dedicated, standalone data collection kiosks available to junior personnel
• using a data collection taxonomy designed to "triangulate" on topics of interest
• in a manner that encouraged both "on-topic" and "off-topic" inputs

High-level results:

In addition to illuminating a number of safety issues, our system led to the correction of a variety of communication disconnects:

• junior personnel felt comfortable using a non-threatening communications path
• senior personnel were made aware of previously unreported issues
• flightcrews were made aware of a maintainer's perspective
• squadron leadership was able to identify areas in need of monitoring

Examples of information collected:

 

End-user comments: 

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Junior Sailor

"Straight from my fingers to the CO."

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Executive Officer:

“Get rid of some other ‘programs’ to make room… like ‘HAZREPS’ & ‘WESS’ which have become so hard to use that usage has gone down vice up.”

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Commanding Officer:

"At the squadron level, the comments & subsequent subjective analysis is the most important item. At higher echelons, the objective data / trend analysis in aggregate would seem to be of greatest value."