THE APPLICATION OF CRM TO MANAGEMENT

PRINCIPLES OF MANGAGEMENT

MGMT 201

EMBRY-RIDDLEAERONAUTICAL

UNIVERSITY

James Hopkins

WHY CREW RESOURSE MANAGEMENT

MANAGEMENT TODAY

“DO MORE WITH LESS” MENTALITY

NEW WAY OF THINKING

BACKGROUND ACCIDENT

INVESTIGATIONS “MY WAY OR

HIGHWAY”

DIFFICULTIES

IMPLEMENTED 1990

6 PRINCIPLES

INTEGRATION BIG BUSINESS

OPERATING ROOMS/FIRST RESPONDERS

RAILROAD INDUSTRY

OFF SHORE OIL PLATFORMS

COMMUNICATION ABILITY TO CLEARLY AND ACCURATELY SEND

KNOWLEDGE AND INFORMATION PROBLEMS WITH COMMUNICATION EFFECTIVE COMMUNICATION

SITUATIONIAL AWARENESS ABILITY TO IDENTIFY

PROBLEMS AND MAINTAIN AN ACCURATE PERCEPTION OF THE ENVIRONMENT.

FACTORS OF POOR SA

IMPACT OF NOT KNOWING

MANAGERS NEED TO KNOW WHAT’S GOING ON

DECISION MAKING ABILITY TO USE

LOGIC AND SOUND JUDGEMENT

DECISION MAKING PROCESS

CRM IS ABOUT USING ALL AVAILABLE RESOURCES

SHOULD NOT FEEL ALL DECISIONS HAVE TO BE MADE BY COMMITTEE

MISSION PLANNING THE ABILITY TO

COORDINATE, ALLOCATE AND MONITOR

3 STAGES

FACTORS THAT CAN INHIBIT MP

VALUABLE INFORMATION FOR FUTURE PROJECTS

LEADERSHIP THE ABILITY TO

DIRECT AND COORDINATE ACTIVITIES AND ENSURE CREW WORKS AS A TEAM

A GOOD LEADER

EFFECTIVE MANAGEMENT

ADAPTABILITY/FLEXABILITY ABILITY TO ALTER

THE COURSE OF ACTION AS SITUATIONS DEMAND

PART OF MILITARY CRM

INCORPORATES OTHER CRM SKILLS

HOW TO MASTER

APPLICATIONS ARE MISTAKES BAD?

HOW A PERSON DEALS WITH MISTAKES DETERMINES SUCCESSS

“ MANAGING ERRORS IN A CONSTRUCTIVE MANNER IS MORE IMPORTANT THAT FUTILE ATTEMPTS AT AVOIDING ERRORS ALL TOGETHER”

JAN HAGEN, 2010

NEW PROJECTS

MANAGER IS GIVEN A GOAL, WORKFORCE AND TIMEFRAME

TAILOR CRM SKILLS TO MEET THE NEED

DELEGATION

COMMUNICATION/ASSERTIVENESS

“CREATE A LEADERSHIP CULTURE AND WORK ENVIRONMENT IN WHICH ERRORS CAN BE HANDLED WITHOUT FEAR OR LOSS OF AUTHORITY”

RALPH NAGEL 2010

DAILY OPERATIONS

NO REST FOR THE WEARY

PRACTICE WHAT YOU PREACH

LEADERSHIP

TRAINING

NEGATIVE FACTORS

COMMUNICATION

BE FLEXABLE

INTERVIEWS PURPOSE OF THE

INTERVIEW

APPREHENSIONS

STANDARD QUESTIONS

CHECKLISTS/SCORE SHEETS

CRM CONCEPTS CAN BE A GUIDE TO HELP FIND THE POTENTIAL EMPLOYEES MOTIVATION AND THOUGHT PROCESS

CONCLUSION PRECIOUS WORKFORCE

RESOURCES

PINPOINT WORKFORCE ISSUES

DON’T REINVENT THE WHEEL

CRM CAN BE A GREAT MANAGEMENT TOOL

“THE AVIATION EXAMPLE DEMONSTRATES THAT TANGIBLE, MEASUREABLE SUCCESS RATE GREATLY HELP CRM GAIN ACCEPTANCE IN THE WORKING ENVIRONMENT”

JAN HAGEN

QUESTIONS

REFERENCES

MH-60S Naval Air Training Operations Procedures manual, (US Navy, 2005).

Advisory Curricular AC 120-51E, Crew Resource Management Training, (FAA, 2004)

Jan Hagen, (2010, Forbes) How We All Make Big Mistakes, Forbes Magazine, Quote retrieved

from http://www.forbes.com/2010/07/21/mistakes-error-prevention-leadership-managing-crm.html

Ralf Nagel, (2010, Forbes) How We All Make Big Mistakes, Forbes Magazine, Quote retrieved

from http://www.forbes.com/2010/07/21/mistakes-error-prevention-leadership-managing-crm.html

Interview questions retrieved from (2010) Retrieved from

http://www.commoninterviewquestions.org/