In This Issue
Human factors and airline customer service: What's the next to go?
Personal bias and regulations can be a costly combination
AS&D News
AS&D Events
Featured Articles
Human Factors and Airline Customer Service
By: Dr. Michael J. Dreikorn
 
------------------- 
Personal Bias and Regulations can be a Costly Combination
By: Alden B. Davis
 
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April 2009
 
AS&D Quality, Safety and Regulatory
 Newsletter
 
Your source for professional connection
 
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The objective of this newsletter is to provide perspective to the Aviation, Space, Defense (AS&D) and Maritime industry on current and relevant quality, safety, and regulatory matters.
Human Factors and Airline Customer Service:  What's Next to Go?
By: Dr. Michael J. Dreikorn
 Dreikorn
Those of us who have been business travelers for quite some time can remember the days when traveling coach class was still a humane means of transportation.  However, with any free-market economy airlines must do what they must to survive.  That means many, but not all, airlines are charging for checked bags.  The fee that recently disturbed me was an airline charging an additional $10 not to be seated in a center seat.  Gosh, what's next?
 
With the ever eroding focus on customer service, it's no wonder that passengers are becoming more frustrated.  Stories of air-rage are becoming ever more common.  But, please recognize that the employees of the airlines are also little more than ponds in an economic game of chess.  They too are dealing with the stresses organizational cutbacks.  This brings us to my concern about human factors and the distressing trend that airlines, and other types of organizations, are following.
 
Organizations that place its employees under long-term continued stress should anticipate derogated performance and flawed decision making processes.  For example, since airlines are charging for checked bags, passengers have been bringing more carry-on luggage.  As a frequent business traveler, I rarely see an empty aircraft anymore, let alone available overhead space.  So, the next location is under the seat in front of you.  All good and fine, until too many people start doing it and there is little room to do so. 
 
Think about the environment that is being created in this scenario.  While passengers wrangle for precious overhead baggage space, flight attendants are playing sheriff making sure bags fit and that aisle ways are not blocked.  When the flight takes off, bags are no longer under the seats, but rather in the seating aisles.  Not a good recipe for safety. 
 
The most obvious concern might be for the possible need for emergency egress.  With so many bags, and no one checking overhead weight, will the bins hold?  Will the masses of bags at the feet of passengers block exiting?  I am not sure of the answer, but it does not appear that those responsible for safety are asking these questions.  As part of a decision making process, leaders should consider the potential impacts to safety. 
 
Frequently overlooked in economic cutbacks are the psychological impacts.  Consider your most recent flight.  How many things were broken inside the cabin?  What about the exterior paint?  If the aircraft looks that worn on the outside and cabin, then just how good is maintenance being performed?  With airline travel beginning to resemble subway transportation, psychologically passengers and employees will begin to behave accordingly.  And, typically it's what you don't know or immediately see that will cause you the greatest grief. 
 
Particularly in safety related industries, leaders must understand how business decisions can place undesired stress on the total system.  Now, think about your own business and how short-sighted business decisions can compromise safety.  Also, recognize that you may not have the total perspective.  Despite the stresses related to economics, organizational leaders owe it stakeholders to lead in the name of safety - and know what you don't know.
 
Michael J. Dreikorn, Ed.D.
President, The IPL Group, LLC
 
Personal Bias and Regulations can be a Costly Combination

by Alden B. Davis 
 

Alden Davis 

Regulations give baseline guidance on how we conduct our affairs.  Regulations level the playing field by defining the minimum requirements for everyone involved.  Regulations can be the motivating force behind many of our daily behaviors.  Reference The ValueTree™ and let's examine how regulations overlay it;  (Click Here)
 
For many industries, such as aerospace, regulations define the product we sell and therefore touch Revenue.  Regulations define our relationships with the workforce and compensation systems, therefore influencing Labor.  Regulations define our relationships with suppliers, and impact Materials.  Regulations give us the ground rules for Environmental, Health and Safety and impact Overhead and Workers Compensation.  Regulations define how we account for the money flowing through the system with SarbOx.  And these are just the obvious ones. 
 
With each regulation there is a person who learns it and then translates the regulations into policy, procedures and work instructions.  Unknowingly, these people are given massive amounts of power in defining the cost structure of the business.  This point is made clearly in an exercise I do for a Maintenance, Repair and Overhaul Leadership workshop. 
 
A line is put on the floor and people must take a stand between a liberal or conservative response to regulations.  Every time, there is a wide range of passionate responses with overtones of "right" and "wrong."  In one case, the story was told of a very conservative response to a regulation that initiated a chain of events leading to a $3 million dollar loss and customer dissatisfaction. 
 
The problem becomes 'who will argue with the regulatory "expert".'  The expert quotes paragraphs and sub-sections and states emphatically "this is what must be done."  But their personal bias introduces cost or risk.  It takes a manager of steady resolve to sort through these issues while not antagonizing the expert into calling the regulatory agency for support.  Regulations have broad reach across The ValueTree™ and the way we choose to respond to them is ritualized in organizational work, effort and cost.  Be on guard for how people address regulations and be sure to seek a broad range of perspectives before institutionalizing your organization's response.  Value is directly tied to your approach.

Be well and keep adding value!

 

Alden B. Davis

Visionary Consultant with The IPL Group, LLC
 
(The IPL Group has the talent and experience to help you improve quality and increase your bottom-line.) 
AS&D News
 
UAVThe following are news links relevant to quality, safety, and regulatory matters in the Aviation, Space, Defense and Maritime industries.  These are events which have been reported in the months of mid-March through most of April 2009.  As a professional, it's your responsibility to remain relevant. 
 
 Workforce
 
Engineer shortage puts green economy and smart grid at risk (USA)
 
As a cornerstone of his energy, environment and economic plans, President Barack Obama urged the country to transform its energy system to make it greener and smarter. But a growing shortage of electric power and energy engineers will make the path to reaching that vision rocky.
 
 
Potential cuts to U.S. defense programs, a slowdown in aviation spending and the general economic malaise are forcing small machine shops to sharpen their pencils to stay competitive.
 
 
The U.S.-based Center for Strategic and International studies warned that by 2050 China will have more than 438 million people older than 60, with over 100 million of them 80 and above.
 
 
The Boeing Co., has announced plans to reduce its work force by 6 percent this year in response to the global recession. At least 4,500 jobs with the company's commercial airplanes division here in the Puget Sound region will be lost through layoffs and attrition.
 
 
The agreement covers three IAM bargaining units - production and maintenance employees, firefighters and nurses - and includes Lockheed Martin employees in Fort Worth, Texas; at Edwards AFB, Calif.; and at NAS Patuxent River, Md. The union has more than 3,500 total members.
 
 
RJAirplane and railway manufacturer Bombardier Inc. paid six of its senior executives a total of $23.1-million (U.S.) last year as it divvied up the proceeds of a record 2008 when the transportation giant earned $1-billion for the first time.
 
 
AlcoaAlcoa is, according to a news release, developing plans to reduce the hourly work force by an additional 250 to 275 employees is a difficult blow to the workers.
 
 
Booz Allen, which provides consulting services on government projects, is among the firms benefiting from the defense spending. It hired 152 workers last year in the San Diego region and now has openings for 65 more, mostly providing consulting on quality assurance and cost control at government projects.
   
 
Regulatory and Safety
 
Ex-FAA official faults agency on mechanic tests (USA)
 
A former federal aviation regulator says the government isn't doing enough to track down people who may have obtained fraudulent aviation mechanic's certificates a decade ago without taking the required test. 
 
 
Bird strikeTravelers can get their first glimpse of federal data documenting where and how often planes hit birds. But as the FAA publically releases its bird strike data for the first time, the agency itself acknowledges the information is far from complete.

Canadian pilots claim new airline safety system below standards (CAN)
 
Canada LogoThe chairman of the Canadian Federal Pilots Association warned on Wednesday the country's aviation safety standards are below international benchmarks. 
 
 
CASA Aus LogoThe Civil Aviation Safety Authority's new boss is reviewing all activities at the regulator to ensure they contribute to aviation safety as conditions in the industry continue to tighten.
 
 
FAA Logo 2The Senate may be considering a two-year authorization for the FAA rather than a full, four-year bill in order to give the Obama administration more time to determine its funding policy. 
 
 
HAI President testified before the US House of Representatives Committee on Transportation and Infrastructure Subcommittee on Aviation, on the subject of Oversight of Helicopter Medical Services, to address legislative proposals offered by Mr. Salazar (H.R. 1201) and Mr. Altmire (H.R. 978) and to discuss the oversight of helicopter medical services with the committee.  
 
 
helicopter medic crashA proposal aimed at stemming crashes of air ambulances would require that the helicopters carry alarms that would warn pilots if they are close to hitting the ground.
 
 
Pilots claim that commercial pressures could be undermining safety in the North Sea oil industry as it emerged that Super Puma helicopters were about to return to service.
 
 
LAX PicLAX is by far the nation's worst commercial airport for dangerous near-collisions between aircraft on the ground, but attempts to fix the problem have run into powerful political opposition.
 
 
Wind FarmJ. Randolph Babbitt was an aviation consultant at his firm, Oliver Wyman, when the alliance hired him to lobby against Cape Wind's proposed Nantucket Sound wind farm.
 
Medical-Helicopter study on safety splits industry (USA)
 
Bell 206As industry groups continue to squabble over how to reduce the risks of emergency medical helicopter flights, a safety study commissioned by Textron Inc.'s Bell Helicopter is pitting industry factions against one another, forcing Bell to distance itself from the conclusions to avoid antagonizing some corporate customers.

 
Civil Aviation
EASA certifies Embraer's Phenom 100 (EU)
 
Phenom 100The EASA TC confirms that the design of the aircraft complies with European safety and environmental standards. The Phenom 100 can now be legally registered and operated throughout the European Union.
 
 
Alabama Aircraft Industries, Inc., a leading provider of aircraft maintenance and modification services for the U.S. Government, announced that a jury in the Circuit Court of Dale County, Alabama found in favor of the Company in its complaint against GE Capital Aviation Services, Inc. 
 
 
Shortly before Cecil Murray's plane plunged from the sky and into an Oakland Park, Fla., house last week, the 80-year-old pilot sat on a Fort Lauderdale Executive Airport ramp and tinkered with his aircraft.
 
 
Anne-Marie Idrac, French Minister of State for foreign trade, said at an ongoing aerospace convention that French companies could be suppliers of engines, take-off and landing gears, and electronic devices -- an industry in which the French are highly competitive.
 
 
The family of Ron and Linda Davidson - the Westfield couple killed when Continental Flight 3407 crashed into a house in Clarence Center in February - has filed wrongful death lawsuits against the airline and the plane's manufacturer alleging negligence and ''a series of failures'' in the design and maintenance of the ill-fated aircraft.
 
 
The aviation disaster lawyers of Baum, Hedlund, Aristei & Goldman filed a wrongful death lawsuit in February 2009 on behalf of Jonah and Jacob Mink, whose mother, Susan Wehle, was killed in this tragedy.
 
 
Test pilots from the European Aviation Safety Agency have completed familiarisation flights of the two Sukhoi Superjet 100 prototypes in the flight-test programme.
 
 
Indian firms not only lack quality machineries but also absorption of supporting technologies such as precision measuring, material engineering and product control.
 
 
The signing of an agreement was undertaken by The International Air Transport Association (IATA) with Interstate Aviation Committee (IAC) and covers aviation safety throughout the CIS region took place in Moscow.
 
 
crash of firefightersA converted military plane crashed Saturday in heavy fog in the mountains that frame the Salt Lake valley, killing three members of a private firefighting company, authorities said.

Maritime
 
 
Ghana announced that the ministry is to submit drafts for the extension of Ghana's continental shelf. The drafts to be submitted to the UN Commission on the Limits of the Continental Shelf (CLCS) is in line with article 76 of the 1982 UN convention on the law of the Sea which enjoins member states to extend their maritime rights beyond the mandatory 200 nautical miles. 
 
 
Defense 
 
 
Army installations earned three Department of Defense Environmental Awards for fiscal 2008, recognizing progress in environmental quality, natural resources conservation and cultural resources management.
 
 
China FleetChina showed off its nuclear submarines to the world for the first time with two previously top-secret vessels leading a naval parade in the East China Sea.
 
 
Computer equipment is arriving on stores shelves in the U.S. with viruses and other malicious software, but industry insiders said at the RSA conference that they don't know whether it's the result of intentional manipulation or just poor manufacturing processes overseas. 
 
 
The Los Angeles class fast-attack submarine collided with an uncharted undersea mountain Jan. 8, 2005, and was placed in the dry dock facility for repairs after a 5,600-nautical mile open ocean transit from Apra Harbor, Guam to PSNS and IMF. 
 
 
Army RobotsRobotic systems that can save lives on the battlefield are getting into Soldiers' hands more rapidly than ever before, and the Army Developmental Test Command is transforming its business practices to support that effort.
 
 
Ossur, a global leader in non-invasive orthopaedics, announced that LTC Greg Gadson was fit last week at Walter Reed Army Medical Center (WRAMC) with the second generation of the Power Knee, the first technology to use sensors, power, artificial intelligence and actuators to provide amputees with the ability to walk naturally and safely without even thinking about it.
 
 
the secretary of defense, has proposed a budget overhaul that will go a long way toward improving our national security, but more can be done to meet his long-term goal: creating the right military for the 21st century. 
 
 
F35The military installation in Glendale is up against Mountain Home Air Force Base in Idaho to be home to the Joint Strike Fighter. Luke supporters see the F-35 as vital to keeping the base alive - a $2 billion-a-year economic engine for Arizona - when the F-16 is phased out.
 
Space 
 
 
SpaceportSpaceport America and the New Mexico Space Grant Consortium at New Mexico State University will conduct the first annual educational launch from Spaceport America.
 
Satelite SmallSmaller, less-costly satellites weighing 500 kg. (1,100 lb.) or less are emerging as practical options. In recent years, large countries, including the U.S., as well as small ones have recognized the benefits of these platforms.
 
 
Florida Senator Bill Nelson, a former Space Shuttle astronaut himself, is working toward extending the shuttle program to protect thousands of jobs in his state that would likely be jeopardized by the programs' planned retirement at the end of 2010.
 
AS&D Events
The following is a listing of upcoming events relevant to the AS&D industry.
 
 
IAQG Meeting - Munich, Germany, October 13-16, 2009
 
CQSDIConference on Quality for the Space & Defense Industry (Save the date 3/15-18/2010) 
This newsletter is brought to you by The IPL Group, LLC.  We hope you find the content informative and useful.  If there are other features of this newsletter that you would like to see, let us know.  The power of our industry is not solely driven by mechanical means, it is our intellectual base which brings innovation and strength.
 
 
Sincerely,
 
Michael Dreikorn, Ed.D. 
President
The IPL Group, LLC