2. 

3. BURN OUT Discovered in 1974 by an American Work is not recognized Looses the will to go to work or to work Aggressive with workers Weak relationship the work Headaches, pains, madness, etc The person looses the energy Like to work 

4. Expectancy is not attended The person looses motivation As a consequence FRUSTRATION BURN OUT Frustration leads to BURN OUT BURN OUT, If not treated DEPRESSION 

5. Boss must: Observe workers Stress the quality of his/her work MOTIVATE THEM PROFESSIONAL RECOGNITION 

6. “QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS” Dr. S.H. Cardoso, Ph.D. AGA REGIONAL OFFICER – ICAO/LIMA Mexico, 16 March 2006 ICAO/ASPA REGIONAL SEMINAR ON SAFETY MANAGEMENT SYSTEMS (SMS) 

7.  INTRODUCTION  QUALITY CONCEPTS/QUALITY ASSURANCE  MANAGING HUMAN DEVELOPMENT  HUMAN ORGANIZATIONS   CONCLUSIONS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS

8.  INTRODUCTION QUALITY HUMAN FACTORS BUSINESS COMMERCIAL MANAGEMENT PLANNING QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS 

9. QUALITY IS CULTURAL CHANGE IT NEEDS LEADERSHIP IT NEEDS TIME (5 TO 10 YEARS) QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  INTRODUCTION 

10. QUALITY QUALITY REQUIRES TIME TO PROVOKE CHANGES IF YOU DO NOT HAVE AVAILABLE TIME, DO NOT INITIATE THE PROGRAM NEEDS LEADERSHIP TO PROVOKE CHANGES IF YOU ARE NOT AVAILABLE FOR THIS, DO NOT INITIATE THE PROGRAM QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  INTRODUCTION 

11. 4 3 2 1 HIGH ADM CLIENTS OPERAT THREE PARTNERS FOR QUALITY QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  INTRODUCTION 

12. 4 3 2 1 HUMAN ENVIRON MACHINE SOURCES OF HUMAN FACTORS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  INTRODUCTION 

13. “HARDWARE” (EQUIPMENTS, MATERIALS) “HUMANWARE ” (HUMAN ELEMENT) “SOFTWARE” (METHODS, PROCEDURES) THREE ELEMENTS IN MODERN SOCIETY QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  HUMAN ORGANIZATIONS 

14. MATERIALS ENERGY INFORMATION HARDWARESOFTWARE HUMANWARE INPUT COSTS OUPU T PRODUCTS SERVICES CLIENT VALUE VALUE OR QUALITY HOW HUMAN ORGANIZATIONS WORK QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  HUMAN ORGANIZATIONS 

15. CONCEPT OF PRODUCTIVITY OR EFFICENCY PRODUCTIVITY = PRODUCED VALUE/CONSUMED VALUE PRODUCTIVITY= OUTPUT/INPUT PRODUCTIVITY = OUTPUT/INPUT PRODUCTIVITY = QUALITY/COSTS PRODUCTIVITY = EARNINGS/COSTS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  HUMAN ORGANIZATIONS 

16. HOW TO IMPROVE PRODUCTIVITY OR EFFICENCY? IMPROVING “HARDWARE” IMPROVING “SOFTWARE” IMPROVING “HUMANWARE ” QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  HUMAN ORGANIZATIONS 

17. IMPROVING “HARDWARE” IMPROVING “SOFTWARE” IMPROVING “HUMANWARE ” INVESTMENTS (ARE THERE AVAILABLE RESOURCES? ONLY WAY, IMPROVING PEOPLE. FURTHEMORE, IT DEPENDS ON THE “HUMANWARE” DEVELOPMENT INCORPORATION OF KNOWLEDGE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  HUMAN ORGANIZATIONS 

18. WHY DO COMPANIES/AGENCIES EXIST? TO ATTEND THE CLIENTS FURTHERMOR E CONTINUOUS SEARCH FOR QUALITY & CLIENT NEEDS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

19. NEEDS CHANGE ONE MUST LOOK FOR BETTER, SAFER & RAPID SERVICES/PRODUCTS HOW TO OBTAIN THIS? QUALITY ADMINISTRATION PROCESS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

20. QUALITY POLITICS QUALITY OBJECTIVES QUALITY SYSTEM QUALITY ORGANIZ. QUALITY ASSURANCE QUALITY PLANNING QUALITY CONTROL QUALITY AUDITING HIGH ADM CHIEF OF SECTORS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

21. QUALITY POLITICS MUST CLEARLY ESTABLISH COMMITMENT OF HIGH ADM ESTABLISH GOALS TO REACH THE CLIENT NEEDS GUARANTEE USER SAFETY EVERYBODY’S PARTICIPATION ENTIRE PRODUCT/SERVICE LIFE CYCLE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

22. QUALITY OBJECTIVES ESTABLISHED BY THE HIGH ADM IN ACCORDANCE WITH THE QUALITY POLITICS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

23. QUALITY SYSTEM ALLOWS THE HIGH ADM TO REACH THE QUALITY POLITICS & OBJECTIVES QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

24. QUALITY SYSTEM TO WORK WELL, HIGH ADM SHOULD DEFINE AUTHORITY RESPONSIBILITY CHAIN OF COMMAND QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

25. QUALITY SYSTEM TO WORK WELL, MANAGERS SHOULD DEFINE WORKING AREA STANDARDS ANNUAL PLAN FOR IMPROVING THE MANGEMENT (FUTURE VISION) OPERATOR EDUCATION & TRAINING TO UNDERSTAND THE STANDARDS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

26. QUALITY ASSURANCE ITS OBJECTIVE IS TO CONFIRM IF ALL THE QUALITY ACTIVITIES ARE BEING CONDUCTED AS PLANNED ADVANCED STAGE OF A COMPANY/ /AGENCY THAT HAS PRACTICED EFFECTIVE QUALITY CONTROL IN ALL THE PROJECTS/PROCESSES QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

27. QUALITY ASSURANCE PHASES/ EVOLUTION INSPECTION PROCESS CONTROL NEW PRODUCTS/PROCEDURES & CLIENT NEEDS ORIENTED BY QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

28. QUALITY PLANNING GOALS QUALITY FOR EACH PHASE NEW TECHNOL., MATERIALS, PROC., EQUIP. OPERATOR HABILITY FUTURE VISION QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

29. QUALITY AUDITING ACTIVITIES IN ACCORDANCE WITH THE OBJECTIVES OF THE QUALITY SYSTEM? PRESENT SITUATION REACHES THE ADEQUATE LEVEL? QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  QUALITY CONCEPTS/QUALITY ASSURANCE 

30. HUMAN DEVELOPMENT IS BASED ON HUMAN RESOURCES QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

31. SELF LEAR. PROC. CONT. FORMAL EDUCATION TECH. ASSIST. (OTHER ORGAN.) CONTACT W/ CONSULT. HIRING WELL EDU. PEOPLE TRAINING IN SERVICE HOW TO BRING KNOWLEDGE TO THE ORGANIZATIONS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO AIRPORT SERVICES  MANAGING HUMAN DEVELOPMENT 

32. COMPETITIVITY CONCEPT IN COMPANIES IS THE SAME FOR DIFFERENT STATES (AIRPORTS) HIGH QUALITY SERVICES WITH LOW COSTS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

33. THE RESULTS OF YOUR WORK MUST MEAN MUCH FOR YOUR LIFE QUALITY IS BASICALLY EDUCATION & TRAINING QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

34. COMPANIES OR ORGANIZATIONS TO SATISFY THE HUMAN NEEDS EDUCATION TRAINING DOING QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

35. MENTAL HEALTH STATE BASIC NEEDS ATTENDED BASIC NEEDS NOT ATTEN. ADEQ. FOR MENTAL PATHOLOGIES SATISFACTION NO SATISFACTION MORALE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

36. SATISFACTION MORE FREQUENTLY STATE OF MENTAL HEALTH BASIC NEED ATTENDED HIGH MORALE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

37. ONE PERSON MAY BE SATISFIED TODAY, BUT NOT TOMORROW MEASUREMENTS SHOULD REFLECT THE GROUP AVERAGE FURTHERMORE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

38. IN TOTAL QUALITY CONTROL, THE CHIEF SHOULD CONTROL THE MORALE OF THE TEAM VISIT TO DOCTORS COMPLAINTS SUGGESTIONS HOW TO MEASURE THE MORALE LEVEL? QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

39. CHIEF TAKES CARE FOR ACOMPLILSHMENT OF THE TEAM BASIC NEEDS IT KEEPS HIGH MORALE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT CHIEF MUST CREATE ENVIRONMENT WHERE EVERYBODY WANTS TO BE IN 

40. NOT BY CAMPAIGNS MOTIVATION BASED ON CONTINUOUS MORALE CONSTRUCTION CHIEF MANAGE, MEASURE & CONTROL MORALE QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

41. SELF ACHIV SOCIALS SELF ESTEEM SAFETY PHYSIOLOGICAL SCALE OF BASIC HUMAN NEEDS (MASLOW) LIVING, CLOTHING, FOOD, ETC SELF CONFICENCE, INDEPEN., REPUT. FAMILY PROTECT., HOME & JOB STABIL. ACCEPT. FEEL, PART OF GROUP, FRIEND. OWN POT REAL, SELF DEVEL, CREAT, SELF-EXPR. QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

42. SELF ACHIV SOCIALS SELF ESTEEM SAFETY PHYSIOLOGICAL HUMAN DEVELOPMENT SCALE OF BASIC HUMAN NEEDS (MASLOW) QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

43. PERFORMANCE HUMAN FACTOR PERSONSITUATION/ENVIRONMENT INTERNAL MOTIVATION EXTERNAL MOTIVATION QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

44. LACK OF ALERTNESS COMMUNIC. PROCESS GOOD HEALTH CHECKING EQUIPMENTS YOUR MEMORY (NO THRUST) STRESS, FATIGUE, ETC STANDARD PROCEDURES CHECKING INFORMATION QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT HUMAN FACTORS 

45. EDUCATION & TRAINING COMMUNICATION PROCESS OF KNOWLEDGEMENT COMMUNICATION PROCESS CURRICULUMINSTUCTOR ENVIRONMENT QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

46. APPLICATION OF KNOWLEDGE SOURCE OF KNOWLEDGE SELECTED KNOWLEDGE (CURRICULUM) ENVIRON. EDUC./TRAIN. INSTRUCTOR (QUALIFIED) KNOWLEDGE COMMUNICATION PROCESS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  MANAGING HUMAN DEVELOPMENT 

47. QUALITY IS CULTURAL CHANGE QUALITY PARTNERS: ADM, OPER, CLIENT SOURCES OF HUMAN FACTORS: HUM, MACH, ENVIR “HARDWARE”, “HUMANWARE”, “SOFTWARE” HUMAN ORGANIZATIONS vs PRODUCTIVITY, EFFICIENCY QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  CONCLUSIONS 

48. IMPROVEMENT HUMAN ORGANIZ COMPANIES/AGENCIES, TO ATTEND THE CLIENTS SATISFACTION, MOTIVATION, HUMAN FACTORS QUALITY POLITICS, HIGH ADM COMMITIMENT QUALITY ASSURANCE, ALL IS IN ACCORDANCE AS PLANNED EDUCATION & TRAINING, COMMUNICATION PROCESS QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS  CONCLUSIONS 

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54. THE DIFFICULTY IS NOT TO CREATE NEW IDEAS BUT HOW TO GET RID OF THE OLD IDEAS MAYNARD KEYNES (ECONOMIST) QUALITY CONCEPTS/HUMAN FACTORS APPLIED TO SMS IN AIRPORTS 