Maintenance resource management

Maintenance resource management (also known by its acronym, MRM; hereinafter, MRM) is a human-error-reduction strategy, process, and/or training framework for maintaining an effective level of communication and safety in aviation maintenance operations. MRM training is an aircraft maintenance variant of crew resource management (CRM).

Glossary

• Active failure. A type of human error whose effects are felt immediately in a system.
• Assertiveness. The ability to verbalize a series of “rights” that belong to every employee. Some of these “rights” include: the right to say no, the right to express feelingsand ideas, and the right to ask for information.
• Asynchronous communication. Communication in which there exists a timedelay between responses. Asynchronous communication is typified by a unique set ofcharacteristics, such as the lack of non-verbal communication cues (e.g., body language,verbal inflection, etc.) Examples of asynchronous communication include an e-mail message sent from the day supervisor to the night supervisor or memos left between shifts or passed between a shop and the hanger.
• Authoritarian leader. A person who dictates the action and the course of ateam with little input from team members.
• Communication. The process of exchanging information from one party to another.
• Complacency. Satisfaction with a situation to the extent that a degradation of vigilance occurs.
• Crew resource management. Team-based human factors training for flight crews.
• Dirty Dozen. The twelve most common maintenance-related causes of errors.These twelve causes are:(1)Lack of Communication(2)Complacency(3)Lack of Knowledge(4)Distraction(5)Lack of Teamwork(6)Fatigue(7)Lack of Resources(8)Pressure(9)Lack of Assertiveness(10)Stress(11)Lack of Awareness(12)Norms
• Egalitarian. Relating to the doctrine of equal political, economic, and legalrights for all human beings.
• Ergonomics. The applied science having the objective of adapting work or working conditions to enhance performance of the worker.
• Human Factors. The scientific study of the interaction between people and machines.l.Inter-team: Occurring between separate teams.
• Intra-team. Occurring within a team.
• Instructional Systems Design. A generic term for the methodology of creating and implementing a training program.
• Latent Failure. A type of human error whose effects may lie dormant until triggered later, usually by other factors.
• Leadership. The ability to direct and coordinate the activities of group members and stimulate them to work together as a team.
• Maintenance Resource Management. A general process for maintaining an effective level of communication and safety in maintenance operations.
• Mental Model. A depiction of a system in a person’s mind, i.e. how a person thinks a system is put together and how it works.
• Norms. Expected, yet implicit rules of behavior that dictate a person’s dress,speech, and basic interaction.
• Participatory Leader. A person who encourages member participation and input to help lead the team's course of action.
• Safety Culture. A pervasive, organization-wide attitude placing safety as the primary priority driving the way employees perform their work.
• Situational Awareness. Maintaining a complete mental picture of surrounding objects and events as well as the ability to interpret those events for future use.Situational awareness encompasses such concepts as attention, and vigilance.
• Stressor. An event or object that causes stress in an individual.
• Synchronous Communication. Communication in which a minimal delay exists between the message being sent and the message being received. Examples include face-to-face conversation and communication via radio.
• Team. A group of interdependent individuals working together to complete a specific task.
• Team Situational Awareness. Maintaining a collective awareness across the entire team of important job-related conditions.
• Teamwork. Joint action by a group of people, in which each person subordinates his individual interests and opinions to the unity and efficiency of the group.