Using Field Maintenance Using Field Maintenance Experience to Optimize TrainingExperience to Optimize Training

World Aviation Training Symposium World Aviation Training Symposium Orlando, April 2009Orlando, April 2009

Laurence EsterhuizenLaurence EsterhuizenDirector – Aerospace Business DevelopmentDirector – Aerospace Business Development

CaseBank Technologies Inc.CaseBank Technologies Inc.

The Reliability “Bathtub Curve”The Reliability “Bathtub Curve”

cond

ition

al p

roba

bilit

y of

failu

re

age of equipmentnew old

“infant mortality”

+ random failures

+ wear-outNew Mid-life Mature

A-380 B-777, A-320 B-767, A-300

Anticipated vs. Actual ExperienceAnticipated vs. Actual Experience

Anticipates what will fail,and prepares for it;

“the design world”

Experiences what actually fails, and recognizes it.

Design FMEA

Prognostics

On-BoardDiagnostics

TS Guides

“the real world”

Before Roll-OutBefore Roll-Out After Roll-OutAfter Roll-Outfeedbackfeedback

The Power TechnicianThe Power Technician

Personal Experience

Initial Gripe/SnagInitial Gripe/Snag

On-duty TechnicianOn-duty Technician

Manufacturer’s FSRManufacturer’s FSR

The Global CommunityThe Global Community

Fleet SpecialistFleet Specialist

Solutions to All Problems

Harnessing & Recycling ExperienceHarnessing & Recycling Experience

Guides TrainingGuides Training

Experience KB, with Experience KB, with Training AssetsTraining Assets

Performance SupportPerformance Support

Novice TechniciansNovice Technicians

CapturedCapturedExperienceExperience

New RecruitsNew Recruits

Retiring ExpertsRetiring ExpertsExpertise

Expertise

Training Uses For a Common KBTraining Uses For a Common KB

““Field Enriched”Field Enriched”Case StudiesCase Studies

Guided DiagnosticGuided DiagnosticLearning AidLearning Aid

Authored TestsAuthored Tests & Quizzes& Quizzes

OTJ TrainingOTJ TrainingSupportSupport

Just-In-TimeJust-In-TimeTrainingTraining

SchoolhouseSchoolhouse

Homogenized Homogenized Training AidsTraining Aids

Hangar/FlightlineHangar/Flightline

CapturedCaptured

Experience in KBExperience in KB

Curr

icul

a &

Con

tent

Instructional Instructional SystemSystem

Design AidsDesign Aids

Training Training Effectiveness Effectiveness MonitoringMonitoring

Training Needs Training Needs IdentificationIdentification

Adult Learning StrategiesAdult Learning Strategies

Knowles' theory of Andragogy Knowles' theory of Andragogy • Adults need to direct their learning Adults need to direct their learning • Experience provides the basis for learning Experience provides the basis for learning

activities – activities – practical solutions that workpractical solutions that work • Adults are motivated to learn with immediate Adults are motivated to learn with immediate

relevance – relevance – just-in-timejust-in-time• Adults are more problem rather than content-Adults are more problem rather than content-

oriented – oriented – emphasis on the real world, as emphasis on the real world, as opposed to theoryopposed to theory

““Gen-Y” Learning StrategiesGen-Y” Learning Strategies

• Gen-Y are motivated by state-of-the-art Gen-Y are motivated by state-of-the-art technologies, including those that deliver technologies, including those that deliver learninglearning

• Are comfortable and familiar with online Are comfortable and familiar with online collaboration tools to share and vet collaboration tools to share and vet knowledgeknowledge

• Have short attention spans, demanding Have short attention spans, demanding instant availability, bite-sized learninginstant availability, bite-sized learning

What Goes Into a Knowledgebase?What Goes Into a Knowledgebase?

The KnowledgebaseThe Knowledgebase

• Expert knowledgeExpert knowledge• OEM’s own R&M analysesOEM’s own R&M analyses• KB developer’s analysis of KB developer’s analysis of

aircraft recordsaircraft records

Field ExperienceField Experience

• Vendor TSGVendor TSG• Aircraft TSGAircraft TSG• TSGs for similar systems TSGs for similar systems

on other aircrafton other aircraft

Available TSGsAvailable TSGs(Linked or Imported)(Linked or Imported)

• Direct training linkagesDirect training linkages• Refresher training Refresher training

snippetssnippets• Just-In-Time training Just-In-Time training

Training ElementsTraining Elements

• Relevant referencesRelevant references• Part #’s, logistic dataPart #’s, logistic data• Cost factorsCost factors

Cost & Logistics DataCost & Logistics Data

Engineer’s analysis Engineer’s analysis of component of component failure modesfailure modes

FMEAFMEA

On-Going Knowledge CreationOn-Going Knowledge Creation

Stored Solutions

3. Independent review of new solutions.

TS Sessions 4. Knowledgebase is then updated.

NEW

Quality Control of SolutionsQuality Control of Solutions

2. KB Developers & SMEs prepare new solutions.

1. KB Admin reviews sessions saved by users.

The Technical Knowledgebase (“KB”)The Technical Knowledgebase (“KB”)

• Up-to-date, real world Up-to-date, real world problem symptoms and problem symptoms and solutionssolutions

• OEM’s prediction of what can go wrong: on-OEM’s prediction of what can go wrong: on-board diagnostics/BIT, FIM, TS Guide(s)board diagnostics/BIT, FIM, TS Guide(s)

• All relevant reference material All relevant reference material in one place:in one place: incl. part number(s), part locations, etc.incl. part number(s), part locations, etc.

• Links to refresher training, theory, location, Links to refresher training, theory, location, media snippets (video, graphics, audio) for media snippets (video, graphics, audio) for just-just-in-timein-time reference by a technician reference by a technician

• Cost and convenience factorsCost and convenience factors

Other KB Other KB Must-HavesMust-Haves• A “differential diagnosis” dialog between technician and A “differential diagnosis” dialog between technician and

knowledgebase has to occur: knowledgebase has to occur: not simply a Google® search!not simply a Google® search!• For rapid solution convergence, For rapid solution convergence, aa symptom and solution symptom and solution

paradigm must be adoptedparadigm must be adopted• Direct relevancy Direct relevancy – not found in so-called “Internet KB’s”– not found in so-called “Internet KB’s”• Ranking factors must be integral part of the KB: e.g. cost, Ranking factors must be integral part of the KB: e.g. cost,

time and likelihood factors.time and likelihood factors.• KB must allow collaboration & mentoring at the user and KB must allow collaboration & mentoring at the user and

developer levels.developer levels.• Make highly relevant training linkages available in real timeMake highly relevant training linkages available in real time• KB must facilitate detailed diagnostic session record keeping, KB must facilitate detailed diagnostic session record keeping,

to create new knowledge.to create new knowledge.

Proof StatementsProof Statements• Real world experience KB adopted by major Real world experience KB adopted by major

regional jet & business jet OEMs for benefit of regional jet & business jet OEMs for benefit of users’ businessesusers’ businesses

• Living KBLiving KB embedded in C-130 IETM for T-56 embedded in C-130 IETM for T-56 engines and propellersengines and propellers

• KB approach adopted by Lockheed-Martin for KB approach adopted by Lockheed-Martin for JSF/F-35 off-board diagnosticsJSF/F-35 off-board diagnostics

• Will be incorporated in Canadian C-130J lifecycle Will be incorporated in Canadian C-130J lifecycle support systemssupport systems

Questions ?Questions ?

Thank You!Thank You!

CaseBank Technologies Inc.CaseBank Technologies Inc.6205 Airport Road, Suite 2006205 Airport Road, Suite 200Mississauga, Ontario L4V 1E1Mississauga, Ontario L4V 1E1

CanadaCanadaTel: (905) 364-3649, Fax: (905)364-3601Tel: (905) 364-3649, Fax: (905)364-3601

www.CaseBank.com