Lufthansa Technik at glance

Sustainability of Safety Management
Rainer Lindau
Vice President Quality Management
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Sustainability of Safety Management | 16th May 2014
Agenda
Agenda
 Lufthansa Technik Group
 Safety Management System at LHT
 SMS-Tools: Q-Star
 SMS-Tools: Quality System Report
 SMS-Tools: q/scan
 SMS-Tools: LEARN magazine
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Sustainability of Safety Management | 16th May 2014
Copyright © 2014 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
An overview
Lufthansa Technik Group
Facts & figures
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770 customers worldwide
2.820 aircraft under exclusive contracts
1.700 aircraft inspections per day*
30 subsidiaries and affiliates worldwide
4,18 billion Euros in revenue**
19.917 employees worldwide**
*includes subsidiaries and services by LCY in CGN and MUC
**Lufthansa Technik AG Germany and 22 consolidated companies of Lufthansa Technik Group in 2013; employees as of 31.12.2013
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Sustainability of Safety Management | 16th May 2014
Copyright © 2014 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
An overview
Lufthansa Technik Group
Asia
Employees worldwide
Lufthansa Technik Philippines
Lufthansa Technik Shenzhen
Lufthansa Technik Services India
Ameco Beijing
Airfoil Services
9.100 employees
Germany
Europe (excl. Germany)
Lufthansa Technik AG Headquarters
InAirVation
Lufthansa Technik AERO Alzey
North America
Lufthansa Technik Brussels
Lufthansa Technik Intercoat
Lufthansa Technik Budapest
Lufthansa Technik Component Services
Hawker Pacific Aerospace
HEICO Aerospace
BizJet International
3.200 employees
Lufthansa Technik Logistik Services
Lufthansa Technik Malta
Lufthansa Technik Maintenance Intl.
Lufthansa Technik Milan
Lufthansa Technical Training
Lufthansa Technik Sofia
Lufthansa LEOS
Lufthansa Technik Turbine Shannon
Lufthansa Bombardier Aviation Services
Lufthansa Technik Vostok Services
N3 Engine Overhaul Services
Shannon Aerospace
IDAIR
Spairliners (Germany/France)
Lumics
Lufthansa Technik Landing Gear Services UK
3.400 employees
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Sustainability of Safety Management | 16th May 2014
Copyright © 2014 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
14.300 employees
Lufthansa Technik
An overview
Lufthansa Technik Group
Asia
Companies within LHT Group Approval
Lufthansa Technik Philippines
Lufthansa Technik Shenzhen
Lufthansa Technik Services India
Ameco Beijing
Airfoil Services
Germany
Europe (excl. Germany)
Lufthansa Technik AG Headquarters
InAirVation
Lufthansa Technik AERO Alzey
North America
Lufthansa Technik Brussels
Lufthansa Technik Intercoat
Lufthansa Technik Budapest
Lufthansa Technik Component Services
Hawker Pacific Aerospace
HEICO Aerospace
BizJet International
Lufthansa Technik Logistik Services
Lufthansa Technik Malta
Lufthansa Technik Maintenance Intl.
Lufthansa Technik Milan
Lufthansa Technical Training
Lufthansa Technik Sofia
Lufthansa LEOS
Lufthansa Technik Turbine Shannon
Lufthansa Bombardier Aviation Services
Lufthansa Technik Vostok Services
N3 Engine Overhaul Services
Shannon Aerospace
IDAIR
Spairliners (Germany/France)
Lumics
Lufthansa Technik Landing Gear Services UK
LHT Group Approval
Company DE.145.0001
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Sustainability of Safety Management | 16th May 2014
Copyright © 2014 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
Lufthansa Technik Group
Integrated Quality Management
Comprehensive certification to fulfill highest standards
EN/AS 9110
Quality
OHSAS18001
ISO 14001
Health & Safety Environment
(Development/Maintenance)
Approved Quality
for our customers
* Majority owned subsidiaries
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Sustainability of Safety Management | 16th May 2014
Copyright © 2014 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
Source: Australian Government | Civil Aviation Safety Authority
We keep the gear adjusted !
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Sustainability of Safety Management | 16th May 2014
Safety Management System at LHT
Safety Management System Circle
Guarantee for sustainability and success
 Quality
based “Processing Quality Events”
supported by SMS IT-Tool q/star
strategy and governance
 Integrated
Management System
Plan
 Q-Goals
> Highlight projects
> Q-KPI targets
 Highlight
 Risk
- audit findings
- internal occurrence reports
- anonymous voluntary reports
- customer complaints
Do
- work safety events
- critical incidents
- “anything funny”
Safety
Customer focus
Compliance
 Quality
Projects,
e.g. “Ususal Suspects” ,
Standardization, Best Practice
monitoring
supported by tool q/scan
Act
Check
& Safety Review for
LHT Group based on Quality
KPI’s, trends and highlights:
 Sustainability
 Special
investigations
 Q-communication
& training
e.g. LEARN magazine
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Quality System quarterly
> safety > compliance
Quality Performance monthly
> product and service
> customer view
Sustainability of Safety Management | 16th May 2014
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Lufthansa Technik
Safety Management System at LHT
Diagnosing the quality event
Finding solutions with MEDA
Corporate Learning
Thus the investigator treats
these persons as partners
instead of punishing them
Solution oriented
analysis with LEAN
Instead persons who caused
events are the key for finding a
solution
Clear definitions to
analyse an event
No employee wants to harm the
company
Analysing problems
Gathering information
MEDA
Maintenance Error Decision Aid (MEDA) is a structured process to investigate events
caused by maintenance technicians and/or inspector performance. It was developed by
Boeing and is a widely respected standard in aviation.
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Sustainability of Safety Management | 16th May 2014
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Lufthansa Technik
SMS-Tools: Q-Star
Looking for patterns in the events with q/star
Four tools to identify systematic risks
With q/star events are analysed and documented according to
common standards. They enable us to identify systematic risks
Error
Categories
Making events comparable with
standardized categories
Cause
Categories
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CNQ
Identifying financial costs and
liabilities
Risk
assessment
Identifying critical topics which
have to be processed with
higher priority
Sustainability of Safety Management | 16th May 2014
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Lufthansa Technik
SMS-Tools: Q-Star
Advantages for Management
Solutions and implementations gives the orientation
The q/star process have many advantages for management
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Sustainability of Safety Management | 16th May 2014
Sustainability of Safety Management | 16th May 2014
Copyright © 2013 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
SMS-Tools: Quality System Report
Quality System Report - concept
Highlight review + Q-KPI trends = reactive + preventive
Highlight Events
Quality KPI trends
Background Information
Risk based identification of
highlight events. Detailed
analysis and action plan.
- repeat cases
- FMEA based risk evaluation
- integrated QEHS + cost
Statistical analysis: trends,
target achievement, cluster
analysis to improve prevention
Process indicators for
specific performance
targets, e.g. duration of
investigation etc.
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Sustainability of Safety Management | 16th May 2014
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Lufthansa Technik
SMS-Tools: q/scan
q/scan
systematic spot checks to ensure sustainability
new
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Sustainability of Safety Management | 16th May 2014
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Lufthansa Technik
SMS-Tools: LEARN magazine
LEARN magazine
Open communication of errors & learnings to support Just Culture
Concept
 Open publication of
errors … and best practice
 Non punitive (!)
 One pager per event,
appealing to read
 Error – chain of events –
Learnings
 Source: q/star reporting and
anonymous hints
 Quarterly print and digital
publication for LHT group
15.000 prints
Groupwide LEARNing
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Sustainability of Safety Management | 16th May 2014
Copyright © 2013 Lufthansa Technik AG. All rights reserved. Subject to restrictions and disclaimer on last page.
Lufthansa Technik
Vielen Dank für Ihre Aufmerksamkeit.
Thank you for your attention.
Copyright © 2013 Lufthansa Technik AG. All rights reserved.
The information contained in this presentation is proprietary to Lufthansa Technik AG and is disclosed in confidence. The presentation and the information contained herein shall be
kept strictly confidential and shall not be used, disclosed to others or reproduced without the express written consent of Lufthansa Technik AG. Nothing contained in this publication
shall constitute any warranty, guarantee or liability for Lufthansa Technik AG, its subsidiaries and affiliates but is for information purposes only. Accordingly, Lufthansa Technik AG its
subsidiaries and affiliates neither expressly nor conclusively accept responsibility or liability for the actuality, accuracy and completeness of the statements and information contained
in this publication.
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Sustainability of Safety Management | 16th May 2014