This advisory circular presents guidelines for developing, implementing, reinforcing, and assessing Maintenance Resource Management training programs. These programs are designed to become an integral part of training and maintenance operations. This AC presents one method, but not necessarily the only method, to address MRM training.
This advisory circular presents guidelines for developing, implementing, reinforcing, and assessing Maintenance Resource Management training programs. These programs are designed to become an integral part of training and maintenance operations. This AC presents one method, but not necessarily the only method, to address MRM training.
This advisory circular presents guidelines for developing, implementing, reinforcing, and assessing Maintenance Resource Management training programs. These programs are designed to become an integral part of training and maintenance operations. This AC presents one method, but not necessarily the only method, to address MRM training.
This advisory circular presents guidelines for developing, implementing, reinforcing, and assessing Maintenance Resource Management training programs. These programs are designed to become an integral part of training and maintenance operations. This AC presents one method, but not necessarily the only method, to address MRM training.
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eo Advisory
sense Circular
Federal Aviation
Administration
Subject: MAINTENANCE RESOURCE, Date: 9/28/00 AC No: 120-72
MANAGEMENT TRAINING Initiated By: AFS-300 Change
1, PURPOSE.
a. This advisory circular (AC) presents guidelines for developing, implementing,
reinforcing, and assessing Maintenance Resource Management (MRM) training programs
for improving communication, effectiveness, and safety in maintenance operations,
These programs are designed to become an integral part of training and maintenance
operations
b. This AC presents one method, but not necessarily the only method, to address
MRM training. MRM training focuses on situational awareness, communication skills,
teamwork, task allocation, and decision making,
2, RELATED REGULATIONS. Title 14, Code of Federal Regulations; Sections
121.375 and 135.433.
3. DEFINITIONS. For the purposes of this AC the terms listed below have the
following meanings:
a. Active Failure: A type of human error whose effects are felt immediately in a
system,
b. Assertiveness: The ability to verbalize a series of “rights” that belong to every
employee. Some of these “rights” include: the right to say no, the right to express feelings
and ideas, and the right to ask for information,
¢. Asynchronous Communication: Communication in which there exists a time
delay between responses. Asynchronous communication is typified by a unique set of
characteristics, such as the lack of non-verbal communication cues (e.g., body language,
verbal inflection, etc.) Examples of asynchronous communication include an e-mail
‘message sent from the day supervisor to the night supervisor or memos left between
shifts or passed between a shop and the hanger.AC 120-72 9/28/00
d. Authoritarian Leader: A person who dictates the action and the course of a
team with little input from team members.
€. Communication: The process of exchanging information from one party to
another,
£. Complacency: Satisfaction with a situation to the extent that a degradation of
vigilance occurs,
g Crew Resouree Management: ‘Team-based human factors training for flight
crews.
h. Dirty Dozen: The twelve most common maintenance-related causes of errors
These twelve causes are:
(1) Lack of Communication
(2) Complacency
(3) Lack of Knowledge
(4) Distraction
(5) Lack of Teamwork
(6) Fatigue
(7) Lack of Resources
(8) Pressure
(9) Lack of Assertivenes
(10) Stress
(11) Lack of Awareness
(12) Norms
i. Egalitarian: Relating to the doctrine of equal political, economic, and legal
rights for all human beings.
j. Ergonomics: The applied science having the objective of adapting work or
working conditions to enhance performance of the worker.
k, Human Factors: The scientific study of the interaction between people and
machines,
L. Inter-team: Occurring between separate teams.
m, Intra-t
eam: Occurring within a team.
n, Instructional Systems Design: A generic term for the methodology of creating
and implementing a training program.
o, Latent Failure: A type of human error whose effects may lie dormant until
triggered later, usually by other factors.
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p. Leadership: The ability to direct and coordinate the activities of group members
and stimulate them to work together as a team,
4. Maintenance Resource Management: A general process for maintaining an
effective level of communication and safety in maintenance operations.
r. Mental Model: A depiction ofa system in a person’s mind, ie. how a person
thinks a system is put together and how it works,
s. Norms: Expected, yet implicit rules of behavior that dictate a person’s dress,
speech, and basic interaction,
t. Participatory Leader: A person who encourages member participation and
input to help lead the team's course of action.
u. Safety Culture: A pervasive, organization-wide attitude placing safety as the
primary priority driving the way employees perform their work.
y. Situational Awareness: Maintaining a complete mental picture of surrounding
objects and events as well as the ability to interpret those events for future use.
Situational awareness encompasses such concepts as attention, and vigilance.
W. Stressor: An event or object that causes stress in an individual.
x. Synchronous Communication: Communication in which a minimal delay exists
between the message being sent and the message being received. Examples include face-
to-face conversation and communication via radio.
y. Team: A group of interdependent individuals working together to complete a
specific task..
z. Team Situational Awareness: Maintaining a collective awareness across the
entire team of important job-related conditions.
aa, Teamwork: Joint action by a group of people, in which each person subordinates
his individual interests and opinions to the unity and efficiency of the group.
4, ACRONYMS.
a. CRM: Crew Resource Management
b. HF: Human Factors
¢. ICAO: International Civil Aviation Organization
Par 3 Page 3AC 120-72 9/28/00
4. ISD: Instructional Systems Design
e, MRM: Maintenance Resource Management
f, SOP: Standard Operating Procedure(s).
S. RELATED MATERIAL.
a, Crew Resource Management.
(1) AC 120-51, Crew Resource Management Training.
(2) Driskell, J. B., & Adams, R. J. (1992). Crew Resource Management: An
Introductory Handbook (DOT/FAA/RD-92-26). Washington, DC: Federal Aviation
Administration,
(3) Wiener, E. Kanki, B. G., & Helmreich, R. L. (1985). Cockpit Resource
Management. Orlando, FL: Academic Press.
b. Human Factors.
(1) Bailey, R. W. (1989). Human Performance Engineering: Using Human
Factors/Ergonomies to Achieve Computer System Usability (2nd edition), Englewood Cliffs
NJ: Prentice Hall.
(2) Brown, O., & Hendrick, H.W. (Eds.) (1986). Human Factors in Organizational
Design and Management II. Amsterdam, Holland: North Holland,
(3) Federal Aviation Administration (1991). National Plan for Aviation Human
Factors, Springfield, VA: National Technical Information Service
(4) Federal Aviation Administration, The Human Factors Guide for Aviation
Maintenance and Inspection (Version 3), [CD ROM] (1998) and FAA Human Factors in
Aviation Maintenance and Inspection Intemet web site http://hfskyway.faa.gov. The Human
Factors Guide reviews and summarizes a variety of human factors issues, from workplace
design to human error to training, as they apply specifically to aviation maintenance. To
request a CD ROM free of charge (to those within the United States), you may do so on-line
via the Internet web site location.
(8) Federal Aviation Administration. Aviation Maintenance and Inspection Phase 9
report via FAA Human Factors in Aviation Maintenance and Inspection Intemet web site
htip:/*hiskyway.faa.gov.
(6) Reason, J. T. (1990). Human Error. Cambridge, UK: Cambridge Press,
Page 4 Par49/28/00 AC 120-72
(7) Salvendy, G. (Ed.) (1997). Handbook of Human Factors. New York, NY: John
Wiley & Sons.
c. Training.
(1) Goldstein, I. L. (1986). Training in Organizations: Needs Assessment,
Development, and Evaluation (2nd Ed). Monterey, CA: Brooks/Cole,
(2) Knirk, F. G., & Gustafson, K. L. (1986). Instructional Technology: A Systematic
Approach to Education, New York, NY: Holt Rinchart and Winston.
(3) Reigeluth, C. M. (1983). Instructional-Design Theories and Models: An Overview
of Courseware. In D. H. Jonassen (Ed.), Instructional Designs for Microcomputer Courseware.
Hillsdale, NJ: Lawrence Erlbaum Associates.
(4) Wexley, K.N., & Latham, G. P. (1991). Developing and Training Human
Resources in Organizations (2! Ed). Glenview, IL: Scott Foresman,
4. ICAO Documents. The following ICAO documents are available from:
ICAO
Document Sales Unit
1000 Sherbrooke Street West, Suite 400
Montreal, Quebec
Canada H3A 2R2
Phone: (514) 285-8022
Fax: (514) 285-6769
E-mail: sales unit@icao.org
(2) Human Factors in Aircraft Maintenance & Inspection (Digest No. 12). This
document provides a very good overview of the problems in aviation maintenance. It
uses a few high profile accidents to illustrate its points and discusses the importance of
looking past the obvious micro issues to organizational culture factors, which contribute
to latent failures and overall systems problems.
(2) Human Factors Digest No. 2 - Flight Crew Training: Cockpit Resource
Management.
(3) Circular 217 Line-Oriented Flight Training (LOFT),
(4) Circular 247 Human factors, Management and Organization.
Par § Page 5