1. CABIN CREW HUMAN FACTORS TRAINING IN MALAYSIA AIRLINES
AZIZ AL RAHIM HUSSIN
22 APRIL 2008

2. MALAYSIA AIRLINES
Has over 450 flight departure a day flying to more than 100 destinations spanning across six continents.
It has a fleet of 83 aircraft ranging from B737 to B747
IOSA registered airline
Awards
World Best Cabin Staff 2007
Skytrax UK, 5 Star airline

3. MALAYSIA AIRLINES CABIN CREW DEMOGRAPHIC
Total cabin crew strength
Malaysian Crew
Foreign Crew – 166
Japanese, Indian, Chinese, Korean, South African and Indonesian
Fleet configuration
Wide body (A330/B777/B744)
Dual Fleet (B737/A330)

4. CABIN CREW HUMAN FACTORS TRAINING
Aim & Objectives
To prevent Incident/Accident
Reduce risk in Cabin Operations
To use CRM knowledge, skills and attitudes (KSA)
Creating awareness of the effect of Human Factors elements in Cabin Operations
Application of CRM Knowledge in workplace
Creating positive Safety Attitude

5. Threat & Error Management
Undesired cabin state
Threat & Error Management
CRM Skills
Monitor / modify
(unexpected Threat)
Perform
Planning (Expected Threat)
Team Climate
Training / Proficiency
SOPs
Cabin crew/Aircraft Warning Systems

6. FRAMEWORK OF HUMAN FACTORSL L

7. S H E L L S - Software H – Hardware E - Environment
(SOPs, policies, regulations)
H – Hardware
(technology, machine, equipment)
E - Environment
(weather, temperature, noise)
L - Liveware (human)
(people, leader, follower, peers, pax)
L I V E W A R E
Core of the model comprised of human operators, most flexible and critical component in the system.

8. CABIN CREW HUMAN FACTORS TRAINING
To improve the working environment for cabin crews and all those associated with cabin operations.
The emphasis is placed on the non-technical aspects of Flight and Cabin Crew performance.

9. CABIN CREW HUMAN FACTORS TRAINING REQUIREMENT
ICAO Annex 6 Operation of Aircraft , Chapter 12 Cabin Crew, Part 12.4 Human Performance
ICAO Human Factors Training Manual (DOC 9683)
ICAO Human Factors Digest No. 15 – Human Factors in Cabin Safety
Cabin Crew Training Requirement, Aeronautical Information Circulars, DCA (M) (AIC 3/99)
IATA Operational Safety Audit (IOSA) Standard Manual

10. HISTORY OF MH CRM TRAINING
First CRM started in year 1992
Joint training by Flight Crew and cabin crew, Dispatcher and ground staff.
2nd generation and continue to evolve
Joint CRM recurrent training in 1999
1 day joint training
4th generation
Split in year 2002
Introduction of Threat & Error management
6th generation

11. TYPE OF CRM TRAINING CRM Initial Mandatory for all new cabin crew
1 day basic training covering all main topics
Topics covered in CRM Initial
Culture
Teamwork
Communication
Situational Awareness/Stress
Problem Solving Decision Making (PSDM)
In addition to the above, we include module on Financial Defense – To inform crew on the potential stress arise from financial problem.

12. TYPE OF CRM TRAINING Culture Familiarization Course
Why Culture in CRM Training?
Multi racial and multi national crew
Application of Geoff Hofstede’s Culture four dimension:
Individualism/Collectivism
Masculinity/Femininity
Uncertainty Avoidance
Power Distance
Culture Familiarization Course
For all foreign crew prior to operations
1 day training on understanding Culture differences in Malaysia

13. TYPE OF CRM TRAINING CRM Recurrent Mandatory for all cabin crew
1 day training, conducted annually.
revised to every two years (dispensation from DCA(M) and meeting IOSA requirement).
Latest generation of CRM (Threat & Error Management (TEM))

14. OPERATIONALIZING CRM TRAINING
Safety Emergency Procedures Training Practical Drill
Joint training between Flight Crew and cabin crew
Application of CRM values in handling normal/abnormal situation
E.g Bomb threat management, fire fighting on board, evacuation drill etc.

15. FULL CRM TRAINING CRM INTEGRATED HUMAN FACTORS
All Cabin crew, priority for supervisory
Cover all CRM elements including the Threat and Error Management (TEM)
Full 3 days program
Joint training between Flight Crew, Cabin Crew, Dispatcher and operations staff.
INTEGRATED HUMAN FACTORS
Operations Division Personnel :
Airport Operations
Engineering & Maintenance
Security
Inflight Services/ Catering
Cargo

16. SOURCE OF CRM MODULES
Guideline from Human Factors Digest No 15 and Human Factors Training Manual DOC
Recent development in MAS/industry
Cabin event
Cabin crew error
Passenger events

17. SOURCE OF CRM MODULES Safety issues worldwide
Top 10 reported cabin events from cabin crew voyage report, Hazard Report and MAS Confidential Human Factors Incident Reporting (CHIRP) and Air Safety Report (ASR)
Lesson learnt from internal and external Safety Investigation.

18. WHERE DO WE STAND MH CRM Asiana Airlines Jet Airways Air Asia
Royal Malaysian Air Force
Myanmar Airways

19. CONCLUSION Objective – Accident/Incident prevention
History – Started in 1992 and we continue to evolve
Type of CRM Training
Initial
Recurrent
Full CRM training
Source
Human Factors Digest No 15 and Human Factors Training Manual DOC
Recent Development in MAS and aviation ndustry
What make our CRM unique is that we include Lesson Learnt from own and others incident/accident.

20. Thank you