Using Field Maintenance
Experience to Optimize Training
World Aviation Training Symposium
Orlando, April 2009
Laurence Esterhuizen
Director – Aerospace Business Development
CaseBank Technologies Inc.
conditional probability of failure
The Reliability “Bathtub Curve”
new
+ wear-out
New
Mid-life
Mature
+ random failures
A-380
B-777, A-320
“infant mortality”
age of equipment
B-767, A-300
old
Anticipated vs. Actual Experience
“the design
world”
Design
FMEA
Prognostics
“the real
world”
On-Board
Diagnostics
TS Guides
feedback
Before Roll-Out
Anticipates what will fail,
and prepares for it;
After Roll-Out
Experiences what actually fails,
and recognizes it.
The Power Technician
Initial Gripe/Snag
On-duty Technician
Fleet Specialist
Manufacturer’s FSR
The Global Community
Personal Experience
Fleet
Experience
Solutions to
Anticipated
Problems
Solutions to All
Problems
Harnessing & Recycling Experience
New Recruits
Guides Training
Captured
Experience
Retiring Experts
Performance Support
Experience KB, with
Training Assets
Novice Technicians
“Field Enriched”
Case Studies
Guided Diagnostic
Learning Aid
Homogenized
Training Aids
Authored Tests
& Quizzes
Schoolhouse
Curricula & Content
Training Uses For a Common KB
Instructional
System
Design Aids
Training
Effectiveness
Monitoring
Training Needs
Identification
Just-In-Time
Training
OTJ Training
Support
Hangar/Flightline
Captured
Experience in KB
Adult Learning Strategies
Knowles' theory of Andragogy
• Adults need to direct their learning
• Experience provides the basis for learning
activities – practical solutions that work
• Adults are motivated to learn with immediate
relevance – just-in-time
• Adults are more problem rather than contentoriented – emphasis on the real world, as
opposed to theory
“Gen-Y” Learning Strategies
•
•
•
Gen-Y are motivated by state-of-the-art
technologies, including those that deliver
learning
Are comfortable and familiar with online
collaboration tools to share and vet
knowledge
Have short attention spans, demanding
instant availability, bite-sized learning
What Goes Into a Knowledgebase?
• Direct training linkages
• Refresher training snippets
• Just-In-Time training
The Knowledgebase
Training Elements
Engineer’s analysis
of component
failure modes
FMEA
• Relevant references
• Part #’s, logistic data
• Cost factors
Cost & Logistics Data
• Vendor TSG
• Aircraft TSG
• TSGs for similar systems
on other aircraft
• Expert knowledge
• OEM’s own R&M analyses
• KB developer’s analysis of
aircraft records
Available TSGs
(Linked or Imported)
Field Experience
On-Going Knowledge Creation
NEW
Stored Solutions
TS Sessions
1.
KB Admin reviews sessions
saved by users.
2.
4.
Knowledgebase
is then updated.
3.
Independent review
of new solutions.
KB Developers & SMEs prepare
new solutions.
Quality Control of Solutions
The Technical Knowledgebase (“KB”)
• Up-to-date, real world problem symptoms and
solutions
• OEM’s prediction of what can go wrong: onboard diagnostics/BIT, FIM, TS Guide(s)
• All relevant reference material in one place:
incl. part number(s), part locations, etc.
• Links to refresher training, theory, location,
media snippets (video, graphics, audio) for justin-time reference by a technician
• Cost and convenience factors
Other KB Must-Haves
• A “differential diagnosis” dialog between technician and
knowledgebase has to occur: not simply a Google® search!
• For rapid solution convergence, a symptom and solution
paradigm must be adopted
• Direct relevancy – not found in so-called “Internet KB’s”
• Ranking factors must be integral part of the KB: e.g. cost,
time and likelihood factors.
• KB must allow collaboration & mentoring at the user and
developer levels.
• Make highly relevant training linkages available in real time
• KB must facilitate detailed diagnostic session record keeping,
to create new knowledge.
Proof Statements
• Real world experience KB adopted by major
regional jet & business jet OEMs for benefit of
users’ businesses
• Living KB embedded in C-130 IETM for T-56
engines and propellers
• KB approach adopted by Lockheed-Martin for
JSF/F-35 off-board diagnostics
• Will be incorporated in Canadian C-130J lifecycle
support systems
Questions ?
Thank You!
CaseBank Technologies Inc.
6205 Airport Road, Suite 200
Mississauga, Ontario L4V 1E1
Canada
Tel: (905) 364-3649, Fax: (905)364-3601
www.CaseBank.com