Text-only reference. Published from the recorded official FAA General Chapter 14 PDF. Diagrams, photographs, and figure artwork are not reproduced here; use the official FAA PDF for those materials.
14-23 THE DIRTY DOZEN Twelve human factors for aircraft maintenance proficiency Lack of Teamwork Fatigue Lack of Resources
Pressure
Lack of Assertiveness
Stress
Lack of Awareness Norms Complacency Lack of Knowledge Distraction Lack of Communication MITIGATING THE RISK Maintain a sufficient supply of parts and order any anticipated parts before they are required. Preserve all equipment through proper maintenance. Never replace a part with one that is not compatible for the sake of getting the job done. When there is a lack of resources available to properly fix something, a decision should be made to cease maintenance until the proper parts are available. is being rushed.” 2. Explain what the consequences will be. Example: “If we continue, the result will be that the part will break sooner rather than later.” 3. Propose possible solutions to the problem.
Example: “We could try doing things another way or you may want to try this way.” 4. Always solicit feedback and include other opinions. Example: “John, what do you think?” When being assertive with co-workers or management, deal with one issue at a time rather than trying to tackle a number of problems at once. It is also important to have documentation and facts to back up your argument, which can give people a visual account of what you are trying to explain. A lack of assertiveness in failing to speak up when things do not seem right has resulted in many fatal accidents. This can easily be changed by promoting good communication 14-24 When and where did the event occur?
Were there any indications prior to failure? Did the system surge or flicker? How often does the system cycle? What was the range of transmission or reception? What was the time of retractions or extensions? Were there noises in the aircraft or headsets? Were there vibrations or stiffness of system controls? Was irregular trim required? Was there ease or lack of control? Were smoke or fumes present? Was there a loss of amperage and/or voltage? effort to resolve and understand maintenance issues. between co-workers and having an open relationship with supervisors and management. Maintenance managers must be familiar with the behavior styles of the people they supervise and learn to utilize their talents, experience, and wisdom.
As the employees become aware of behavior styles and understand their own behavior, they see how they unwittingly contribute to some of their own problems and how they can make adjustments. Assertive behavior may not be a skill that comes naturally to every individual, but it is a critical skill to achieve effectiveness. AMTs should give supervisors and management the kind of feedback required to ensure that they will be able to assist mechanics in doing their job.
Stress
Aviation maintenance is a stressful task due to many factors. [Figure 14-29] Aircraft must be functional and flying in order for airlines to make money, which means that maintenance must be done within a short timeframe to avoid flight delays and cancellations. Fast-paced technology that is always changing can add stress to technicians. This demands that AMTs stay trained on the latest equipment. Other stressors include working in dark, tight spaces, lack of resources to get the repair done correctly, and long hours. The ultimate stress of aviation maintenance is knowing that the work they do, if not done correctly, could result in tragedy.
Everyone handles stress differently and particular situations can bring about different degrees of difficulty for different people. For example, working under a strict timeline can be a stressor for one person and normal for another. The causes of stress are referred to as “stressors” and are categorized as physical, psychological, or physiological. Following is a list of each and how they may affect maintenance. Physical Stressors Physical stressors add to a person’s workload and make their work environment uncomfortable. • Temperature—high temperatures in the hangar increase perspiration and heart rate causing the body to overheat. Low temperatures can cause the body to feel cold, weak, and drowsy.
• Noise—hangars that have high noise levels (due to aircraft taking off and landing close by) can make it difficult for maintenance personnel to focus and concentrate. • Lighting—poor lighting within a work space makes it difficult to read technical data and manuals. Likewise, working inside an aircraft with poor lighting increases the propensity to miss something or to repair something incorrectly. • Confined spaces—small work spaces make it very difficult to perform tasks, as technicians are often contorted into unusual positions for a long period of time. Psychological Stressors Psychological stressors relate to emotional factors, such as a death or illness in the family; business worries; poor interpersonal relationships with family, co-workers, or supervisors; and financial worries.
• Work-related stressors—over anxiousness can hinder performance and speed while conducting maintenance if there is any apprehension about how to do a repair or concerns about getting it done on time. • Financial problems—impending bankruptcy, recession, loans, and mortgages are a few examples of financial problems that can create stressors. • Marital problems—divorce and strained relationships can interfere with one’s ability to perform their job correctly. • Interpersonal problems—problems with superiors and colleagues due to miscommunication or perceived competition and backstabbing can cause a hostile work environment.