Change Agent

Roger Hughes, JetBlue Airways

Roger Hughes is the manager of human factors with JetBlue Airways. He joined JetBlue in October 2000 after working with a legacy carrier for 33 years. His aviation experiences include heavy maintenance operations, line and avionics maintenance, maintenance instructor, technical foreman, manager quality assurance and director quality.

AM: Why was a manager of human factors created at JetBlue?

Hughes: The position of manager human factors is not required by FAA regulations. JetBlue's leadership believed creation of this position strengthens the soft skills of crew members [the term used for all JetBlue employees, to include maintainers as well as pilots] by providing human factors education. Crew members equipped with human factors knowledge are a powerful catalyst for positive change in reducing aircraft accidents/incidents/injuries.

AM: What does the manager of human factors do at JetBlue Airways.

Hughes: I report directly to the Vice President of Technical Operations and have responsibility for the implementation, expansion and development of the human factors program. I work closely with our maintenance stations' Human Factors Working Group Delegates to advance the cause of human factors education and awareness. I collaborate with Safety and Quality Assurance departments on event investigations looking for human factor issues. Recently I worked with the FAA and human factors experts on the development of industry human factors guidance material, which can be found on the FAA website http://www.hf.faa.gov/opsmanual.

AM: What do you see as the major human factors issues affecting maintenance (and maintenance error) at JetBlue Airways?

Hughes: Everyone who has attended an aviation human factors course has been introduced to the Dirty Dozen developed by Gordon Dupont. Referencing these twelve precursors to human error, Lack of Communication and Lack of Knowledge are significant issues affecting maintenance.

AM: When you say that human error is the imbalance between what the situation requires and what the person does, can you provide a recent example where this occurred in JetBlue maintenance, and what was done as a result?

Hughes: During a lightning strike inspection the #4 leading edge slat on an aircraft was damaged by the inspection vehicle. The situation required knowing the position of the vehicle steering wheels before moving the vehicle to a new location. Damage was sustained due to poor lighting (loss of situational awareness) when a drive command was initiated. An event analysis was conducted using the Maintenance Error Decision Aid (MEDA) form. Poor lighting was one contributing factor. The Ground Service Equipment department is making lighting modifications on this type of inspection vehicle to preclude this from being a factor in the future.

AM: Your airline flies Airbus and Embraer airplanes, yet you use the Boeing developed Maintenance Error Decision Aid (MEDA). Why is that?

Hughes: I was introduced to the MEDA philosophy and was sold on the approach. MEDA breaks the cycle of blame. It forces identification of all factors that contribute to the event as well as soliciting recommendations from the team for constructive change.

AM: How many MEDA-type inquiries are made in the course of a year, and what triggers the inquiry?

Hughes: The fewer the better, as it's a reflection on the state of our company's accidents/incidents and personal injury occurrences. Last year there were six MEDA-type inquires. An inquiry is triggered by JetBlue's Safety Department once an event has occurred. Their leadership will analyze the data and determine if human factors should collaborate.

AM: What is your goal with regard to human factors in maintenance, and how do you measure progress against that goal?

Hughes: My goal is to strengthen the human factors culture within JetBlue and to have our crew members understand that human factors is about people in their working and living environment. Crew members approaching their tasks from a technical and human factors preparedness standpoint will greatly minimize the chance for error. The MEDA event database is one source of measurement in tracking trend data. Throughout the maintenance organization, crew members discuss events, contributing factors and corrective actions. Quality Assurance and FAA audits show a significant reduction in errors and less task rework. Reduction in absenteeism/sickness/injuries will be a by-product of our human factors initiatives.