座艙組員作業安全稽查查核表之建立

Abstract

維護飛航安全需要每個環節的作業人員溝通合作，但是以往在飛航安全的預防研究上，通常著重於駕駛組員的作業，而忽略了座艙組員的作業，座艙組員的工作主要在執行座艙內的服勤工作，而且負責座艙設備的操作、座艙安全狀況的察覺、緊急狀況的通報與處理，也就是說座艙組員直接負責座艙安全，在維護飛航安全上扮演著重要的角色。 本研究之目的在於建立座艙組員作業安全稽查的查核表，此查核表以人為失誤、組員資源管理、安全管理的的相關理論與做法為基礎來發展，希望透過安全管理中的安全稽查方法有效控制座艙組員作業中潛在的危害。本查核表依照座艙組員的標準作業程序分項建立，列出與飛航安全相關的座艙組員作業為稽查項目，並運用人因工程的觀念與方法將過去相關文獻中提及的座艙組員作業安全問題進行分析與探討，以作為問題的偵測方法與對策，並可作為稽查時的重點提示與參考。 此查核表可提供給航空公司的飛安部門或管理部門進行座艙組員的作業安全稽查工作，並提供人因工程的稽查方法給稽查人員，本查核表可用來稽查座艙組員的作業程序是否不當、發掘座艙組員作業內潛在的危害與風險以及作業人員是否具備偵查錯誤與改正錯誤的能力，稽查結果並可讓管理階層評估座艙組員在服勤前是否了解作業性質、是否具備足夠的安全意識、是否知道作業中隱含的危險，以及如何減少不當行為所帶來的危險；在服勤中如何辨認危險、如何評估其作業方式是否需要改進；並且能在服勤後審查危機是否解決、以及改善目前做法。

In the past, efforts to enhance safety have focused on approaches to improving pilots’ performance while cabin crew’s performance was often overlooked. In fact, cabin crews play an important role during flight. They conduct in-flight service and are responsible for cabin safety, i.e., to operate cabin equipments, to detect safety-related events, to report events, and to make decision and to take appropriate actions to these events. The purpose of this research is to developing a safety audit checklist for cabin crews. The development of this checklist is based on theories and practices of human error, crew resource management training, and system safety management, so that, we can control potential hazards and to improve flight safety through applying this checklist. This checklist is built up by standard operation procedures of cabin crews and lists all those safety-related operations to be auditing items. The key auditing-points for auditors are those countermeasures for cabin safety issues derive from human factors. By applying this checklist, the management can evaluate the order of severity of cabin safety issues and the capabilities of cabin crews to cope with special situations. Airlines can discover the error types and error tendencies of cabin crews through analyzing auditing findings and then achieve the objects of avoiding errors、trapping errors and mitigating consequences of errors in job.