Crew Resource Management and Aviation Safety Essay

Practicing CRM in an organization is beneficial in many ways. Few of these benefits include: customer satisfaction leading to loyal customers, increased sales, consistency in services offered at all times of the year, help to evaluate efficiency levels of front line employees and decide the future plans for the organization etc. Following figure 1.3 shows the key components of a successful CRM.

There are many aircraft accident factors in which investigators need to pursue in order to come to a good conclusion on what the cause or causes of an aircraft accident were. A portion of what the investigator looks into is the human factors surrounding the accident. This highly diverse and expansive area needs to be systematically looked into to figure out if any human factors were causation of an aircraft accident. One model that investigators utilize in order to sift through the human factors that may be attributable to an accident is the Human Factors Analysis and Classification System (HFACS) Model. This Model breaks down human factors into four different sections, organizational influences, unsafe supervision, preconditions for unsafe acts, and unsafe acts of operators. Throughout this case study, the accident of American Airlines flight 1420 will be dissected utilizing the HFACS Model to uncover human factors issues with the aircraft operator organization, aircraft flight crew, and the Federal Aviation Administration (FAA).

Chen, I, J. and Popovich, K. (2003) Understanding customer relationship management (CRM). People, process and technology. Business process management journal, Vol. 9 No 5. Retrieved from http://cis.csuohio.edu/~ichen/CRM.pdf

Application of CRM program in airline industry affects customer satisfaction and directly influences the sales. Because of CRM the customer loyalty is higher and it creates a barrier for customer switch. Airlines should struggle to acquire as much knowledge as possible to understand the real needs of customers and fulfill them for creating longer relationships and making them satisfied and loyal.

The acuity of the patient has also been a determinant of communication within the team. Schull et al. (2001) explain that the resuscitation and care of a critically ill patient is often chaotic and loud. However, during a trauma call where the patient was more aware of their surroundings, communication was quieter and more coherent than in situations where the patient may have been unconscious (Cole and Crichton, 2006). Helmreich (2000) also found that poor communication between the healthcare professionals could add to the difficulties of an already stressful situation.

On January 15, 2009, a US Airways jetliner with 155 people aboard flew into a flock of geese and lost power in both engines shortly after takeoff from La Guardia Airport on its way to Charlotte, NC (The New York Times, 2009). After losing power to both engines, the Captain Chesley Sullenberger and First Officer Jeffrey Skiles of US Airways Flight 1549 were faced with an emergency situation that could have ended in tragedy if not handled properly. Upon the review of the National Transportation Safety Board’s (NTSB) public hearing video. The flight crew utilized numerous Crew Resource Management (CRM) techniques which allowed them to handle the emergency situation with exceptional results throughout the sequence of events leading up to the water landing on the Hudson River. Some good CRM techniques that were noted while watching the NTSB’s simulated re-construction of the emergency situation were, proper use of checklists, utilizing the assistance of the first officer, requesting assistance from Air Traffic Control (ATC), and sharing information with the crew and ATC prior to making decisions.

These personnel could include front office, sales staff, and customer support and service. In each interaction opportunity with customers, CRM data is used by staff to produce rapid, informed, and, desirably, helpful decisions in order to both satisfy the customer in the present, and maintain their loyalty in the future. Though there are many approaches and techniques for CRM, all successful applications have three things in common. First, it is important to recognize that people are the most vital link between an organization and their customers. Second, the process of CRM must be tested and sophisticated, as well continuously improving. Third, there is usually a relatively large degree of technology integrated into the

Crew resource management (CRM) is a system of utilizing the experience, attentiveness, and knowledge of all members on an emergency scene (Ford, 2012). The utilization of crew resource management allows for a better perspective of a situation or scene, which will then allow for better decisions to be made. To establish CRM, a department will need to empower all members, change the culture, and provide CRM training.

Flight 1420 of American Airlines claimed the lives of 11 passengers on June 1, 1999. From the NTSB report one can conclude that there were several human factors that contributed to the accident of American Airlines flight 1420. Examples include unsafe acts by the pilots, violations that represent a willful disregard for the rules and regulations that govern safe flight as well as fatigue and substandard practices of operators which in this case include communication and coordination between the pilots and the air traffic controller. This paper will talk about these

Customer Relationship Management (CRM) has become a main focus for businesses with today’s markets becoming more saturated and competitive.

Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships with customers contributing to a greater market share.

Ling and Yen, 2001 assume CRM to be a vital element of a business strategy while Wayland and Cole, 1997 find it as the means to develop long term relationships with customers, given all the facts. Various experts and scholars could have various perspectives but their basic aim is to generate a remarkable customer experience. To make the most of the system lies in the hands of the organization and not the system itself. An evaluation between two stores with similar quality services and products, shows that the one with an intense customer understanding and knowledge will have its customers coming back to its store for more (Linoff and Berry 2011). They also reason that campaign management, lead tracking and call centre softwares are the components of the same CRM system. Its a radical change for most of the companies to develop a system that revolves around customer relations. The crucial points that need to be emphasized are

Prior to 1959, faulty equipment was the probable cause for many airplane accidents, but with the advent of jet engines, faulty equipment became less of a threat, while human factors gained prominence in accident investigations (Kanki, Helmreich & Anca, 2010). From 1959 to 1989, pilot error was the cause of 70% of accident resulting in the loss of hull worldwide (Kanki, Helmreich & Anca, 2010). Due to these alarming statistics, in 1979 the National Aeronautics and Space Administration (NASA) implemented a workshop called “Resource Management on the Flightdeck” that led to what is now known as Crew Resource Management (CRM) or also known as Cockpit Resource Management (Rodrigues & Cusick, 2012). CRM is a concept that has been attributed

Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.

CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had