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The effects of Crew Resource Mangement (CRM) training in airline maintenance: Results following three years' experienceThis report describes three years' evaluation of the effects of one airline's Crew Resources Management (CRM) training operation for maintenance. This evaluation focuses on the post-training attitudes of maintenance managers' and technical support professionals, their reported behaviors, and the safety, efficiency and dependable maintenance performance of their units. The results reveal a strong positive effect of the training. The overall program represents the use of CRM training as a long-term commitment to improving performance through effective communication at all levels in airline maintenance operations. The initial findings described in our previous progress reports are reinforced and elaborated here. The current results benefit from the entire pre-post training survey, which now represents total attendance of all managers and staff professionals. Additionally there are now full results from the two-month, six-month, and 12-month follow-up questionnaires, together with as many as 33 months of post-training performance data, using several indicators. In this present report, we examine participants' attitudes, their reported behaviors following the training, the performance of their work units, and the relationships among these variables. Attitudes include those measured immediately before and after the training as well as participants' attitudes months after their training. Performance includes measures, by work units, of on-time flight departures, on-schedule maintenance releases, occupational and aircraft safety, and efficient labor costs. We report changes in these performance measures following training, as well their relationships with the training participants' attitudes. Highlights of results from this training program include increased safety and improved costs associated with positive attitudes about the use of more assertive communication, and the improved management of stress. Improved on-time performance is also related to those improved attitudes, as well as favorable attitudes about participative management.
Document ID
19960000859
Acquisition Source
Legacy CDMS
Document Type
Contractor Report (CR)
Authors
Taylor, J. C. (University of Southern California Los Angeles, CA, United States)
Robertson, M. M. (University of Southern California Los Angeles, CA, United States)
Date Acquired
September 6, 2013
Publication Date
January 30, 1995
Subject Category
Aeronautics (General)
Report/Patent Number
NAS 1.26:199266
NASA-CR-199266
Accession Number
96N10859
Funding Number(s)
CONTRACT_GRANT: NCC2-812
Distribution Limits
Public
Copyright
Work of the US Gov. Public Use Permitted.

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