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Customer relationship management in airline case study
Aviation accidents human error
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1. In the article, and based on your own research, what were some of the factors that contributed to the crash? Some of the factors that contributed to the crash include pilot’s error, Instrument Landing System (ILS) and Cockpit Resource Management (CRM). According to (Christina, 2013), pilot Lee Kang-Kook had a total of 9,793 hours flying experience on aircrafts such as Boeing747, but he had only spent 43 hours flying Boeing777 for 9 times. It was also his first time trying to land at San Francisco’s airport with Boeing777. He was in training to get his license for Boeing777. The crash proved that inexperienced pilot handling the aircraft could be risky. Reported by (McCown, 2013), the Instrument Landing System (ILS) was not switched on and the crew are unable to use instrument to align the aircraft with the runway. This has resulted in the crew to have flown above the standard height for approach, needing a sudden drop in both speed and altitude when the aircraft is near the airport. When the crew was decreasing altitude and speed, they allowed their speed to drop significantly below the approach speed causing the aircraft to further lose altitude and crash. This was due to the crew not using the aircraft’s auto throttle system to control airspeed. As stated by (Bailey, 2013), the Cockpit Resource Management (CRM) is important during flights so as to ensure safety. Another pilot named Lee Jung Min was Lee Kang-Kook’s Boeing777 training instructor. According to (Irving, 2013), Lee Jung Min had 3,220 of experience on Boeing777. Both of them failed to work together as a team to spot issues such as the aircraft approaching angle, altitude and speed which eventually led to the crash. If they had communicated with each other, the c... ... middle of paper ... ... be sold for a very low price for a limited time period. If one is lucky, he/she could make further savings for air tickets. LCC also has its weaknesses too. Firstly, no seat allocation is available. Many LCC give seats to customers based on first come first serve policy. For travelers that travel in groups, it is highly possible that they would not be sitting together. Secondly, there is restricted baggage allowance of 15kg for most LCC. Extra fees would be charged to the customers if the baggage exceeds 15kg. Thirdly, there might be possible delays from turnaround. As LCC go back and forth the same routes for a few times a day, small delays from turnaround could accumulate and cause delay up to an hour or more behind schedule. Lastly, when a flight is cancelled, LCC would give minimal compensation as stipulated by international aviation laws. (Guide, no date)
...ility of the experimental method is somewhat limited in that some outcomes cannot generalize into real world outcomes. The design method used was also expensive, since there are several pieces of equipment and tools that were required to complete the study. Further, the reliability of the study is limited in that it failed to identify and analyze the relative import of other factors that could lead to fatal accidents, such as localized infrastructure deficiencies. (DAlessio, Stolzenberg and Terry, Clinton, 1999).
Global competition- As more companies are coming into this airline market so there can be a threat to Air Canada from these
According to “A Human Error Approach to Aviation Accident Analysis…”, both authors stated that HFACS was developed based off from the Swiss Cheese model to provide a tool to assist in the investigation process to identify the probable human cause (Wiegmann and Shappell, 2003). Moreover, the HFACS is broken down into four categories to identify the failure occur. In other words, leading up to adverse events the HFACS will identify the type error occur.
Even though there were many factors contributing to the Challenger disaster, the most important issue was the lack of an effective risk management plan. The factors leading to the Challenger disaster are:
To really understand why the crash occurred, some important facts must be known about the time period before it happened. The Roaring 20's was a time of success and prosperity. Some key things that happened were woman's rights, Prohibition, and industrial expansion. There was also huge production from World War I. Ford, GM, and Chrysler (aka Big 3) produced 80% of the cars in the U.S. The average income was up 20 percent. What many people don't know it that th...
The blame for both accidents lies with NASA culture. NASA does not give enough credit to the concerns of more junior engineers, and they continue to allow a chilled work environment to exist since no one stands up to the unreasonable demands of politicians or upper management. NASA also needs to take a serious objective look at what it considers “normal and acceptable,” and improve those questionable items (e.g. conducting the launch on a cold
In conclusion, many contribution factors led to the Crossair flight 3597 crash but is mainly triggered by Crossair’s incapability of assessment, pilot error and lastly the air traffic controller. Analysis of a flight crash is important so that we will know the causes, thus being able tackle it, making sure that there are no other flight crashes like Crossair flight 3597.
The individuals involved in error should not be punishing but we all must learn from those mistakes by improving the system. In the case above, a root cause analysis was conducted as part of the learning and improvement process. There were a few breakdowns in the system noted that led to this sentinel event. A large part of the issue was related to the utilization of the chain of command by the nurse. Another problem was attributed to the comfort level of the nurse in reaching out to the next person in the chain of command. A final concern was noted regarding why the resident did not come to assess patient after the first time when he received the call from the nurse. Rizzo (2013) writes that we must remain open to anyone who questions the safety of care being provided and we must foster open, honest communication among the multidisciplinary team members. Furthermore, the healthcare systems cannot build a fear of retribution for these mistakes in their employees if they want to build a culture of
One of them is the Crew Resource Management (CRM) present in the Aviation field that experts have come up. It is safety training that focuses team management that is very effective. The CRM programs essentially educate the crew members on how human competency may be limited. The operational perceptions emphasized include examination, promotion, seeking information related to operations, communicating projected exploits, decision-making and conflict resolution. The improvements on the safety records, which were observed after the implementation of this new safety training on commercial aviation, were tremendous compared to the previous record where 70 percent of the commercial flight accidents were as a result poor communication among crew members. Secondly, there is the Kaiser Permanente, SABR (Situation, Background, Assessment, and Recommendation) Tool 2002 which reveals that indeed doctors and nurses more often than not have different communication styles partly owing to their training. Physicians are taught to be concise while nurses to be able to vividly describe medical conditions. SABR was created by a physician co-coordinator of the informatics at the Kaiser Permanente, Michael Leonard together with his colleagues and it has been used vastly in the healthcare systems, one of them being the Kaiser Permanente. It provides a framework of communication between medical
When an error occurs, the first step usually taken is to identify the individual that is responsible for the mistake. Frontline providers in health care, like nurses and doctors, are usually held accountable when a mistake occurs that affects patient safety and care. While this is the easiest step, it is not the most effective. "When human error is viewed as a cause rather than a consequence, it serves as a cloak for our ignorance. By serving as an end point rather than a starting point, it retards further understanding [1]." Factors outlined in Henriksen 's hierarchy, e.g. individual characteristics, the nature of the work, human-system interfaces, work environment, and management, need to be taken into account to identify the source of the
It was the afternoon of July 25, 2000. One hundred passengers, most of them German, boarded the Concorde Air France Flight 4590. This was a trip of a lifetime for many people, as Concorde was restricted to the wealthy class of people. The excitement in people was cut short by the unfortunate delay in flight, because of maintenance in one of its engines. The passengers boarded the plane a couple of hours after the scheduled time. Finally, it was cleared for taxi on runway 26-Right. The pilots lined the aircraft parallel to the runway. A tragic accident, however, was about to befall.
... problem are under constant development and analysis, in a hope to avoid these situations. The civilian industry continues to lead in development due to commercialization, with the military not far behind. The only real deficiency in CRM program development seems to be the area of general aviation as described earlier. Until this problem is addressed, there will still be a glaring weakness in the general area of aviation safety. However, with the rate of technology increase and cheaper methods of instruction, we should begin to see this problem addressed in the near future. Until then, aviation will rely on civil commercial aviation the military to continue research and program development for the years to come, hopefully resulting in an increasingly safe method of travel and recreation.
In several studies of aviation mishaps, human error has been cited as the primary cause of the majority of these mishaps. The main problems of these human errors were failures in interpersonal communication, leadership, and decision making in the flight deck (or cockpit). With this in mind and the need to improve on air safety, Crew Resource Management was developed. We will define CRM and then continue further to define subsequent automations and questionnaires that have developed through CRM. We will discuss the importance of CRM, automations, and questionnaires and the research findings.
Several weaknesses in airline operations were identified as the causes of the RM1.3 billion loss. These included esclating fuel prices, increased maintenance and repair costs, staff costs, low yield per available seat kilometer ("ASK") via poor yield management and an inefficient route network.
Flight crew error is defined as an action or inaction that leads to a deviation from stranded