1430-1515 Aligning Mtce and Operational Goals QANTAS
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Transcript of 1430-1515 Aligning Mtce and Operational Goals QANTAS
-
Qantas Technical Services
Aligning Maintenance & Operational Goals
IATA Maintenance Cost Conference Dublin Ireland
10th to 13th September 2013
David Edwards General Manager
Qantas Technical Services
Maintenance
Operations
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- 1 - Qantas Technical Services
What we do
-
Qantas Technical Services
Qantas Technical Services (QTS) - Overview Who we are:
QTS provides professional
and technical services into high reliability and safety critical organisations.
Drawing on broad capabilities of our Group as necessary, we apply world leading aviation principles into our client businesses.
Our approvals (with QE & QDS) CASA CAR30 Approval CASR 42 (CAMO) pending
CASR 21 (ADO) CASR 145 (AMO) pending DGTA AEO & AMO
Our target sectors Civil & Defence Aviation Maritime Rail Mining Energy Generation
What we do:
With an extensive background in a
variety of industry sectors, QTS is
able to assist with the review and
implementation of:
CAMO Services
Complex Project Management
Engineering and Maintenance
Programs
Maintenance Planning
Methodologies
Quality Management Systems
Regulatory Expositions
Safety Management Systems
Closed Loop Reliability
Programs
Functional Mapping of critical
value streams
Maintenance Economics
Programs
Organisational Design
Our team:
Our team draws on the strength
of the global aviation industry,
and can apply aviation principles
into other high reliability and
safety critical organisations.
With a variety of backgrounds in
management, technical,
engineering, quality, and project
management roles, our team
members have led large
complex organisations, provided
specialist engineering expertise
and have driven proactive asset
and reliability systems which
contribute to asset availability.
Representation on industry peak
bodies allows the team to draw
on global best practice and to
guide the implementation of
metrics that measure the cost
and effectiveness of change.
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- 3 - Qantas Technical Services
Introduction
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- 4 - Qantas Technical Services
Constant Challenge
To
Align Goals
E&M
MANAGEMENT
Complex
Corporate
Structures
Performance
Accountability
Seamless
Collaboration?
The Alignment Problem
Maintenance Operations
Production
Accounting
Manage
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- 5 - Qantas Technical Services
360o
Communications
Constant Challenge
To
Align Goals
E&M
MANAGEMENT
Complex
Corporate
Structures
Performance
Accountability Seamless
Collaboration?
Bringing it all together
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- 6 - Qantas Technical Services
So how does an airline manage its Assets?
An airlines Assets are
its aircraft (highly
transportable)
An airlines Operation is
its published flying
schedule
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- 7 - Qantas Technical Services
So how does an airline manage its Assets?
Engineering and Maintenance Must be aligned with the goals of the
operation in order to support on-time performance
Engineering and Maintenance Must support the goals of the
organisation in order to maximise return on investment
Engineering and Maintenance Must continually look for better ways of
doing its job
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- 8 - Qantas Technical Services
Why?
Because the global airline industry operates in an
extremely competitive environment
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- 9 - Qantas Technical Services
What is the goal of an Airline E&M division?
Engineering & Maintenance need to;
provide safe, reliable, compliant aircraft
maintained to the right standards
in a timely manner to the operation
In order to meet the requirements of the published schedule
Very similar goals to other Safety Critical and
High Reliability Organisations;
Rail Sector
Resource Sectors
Manufacturing
Energy Generation
Defence Sector (Airforce, Navy, Army)
v
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- 10 - Qantas Technical Services
Assuming goals are aligned across the organisation
How then can E&M provide a greater contribution?
Maintenance
Operations
So its all about
Maximising
asset availability
to the operation
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- 11 - Qantas Technical Services
$ Q T
C Cost Look for ways of reducing
Quality
Look for ways of improving
Turn-time
Look for ways of reducing
Cost, Quality and Turn-Time
So what are some ways of doing this?
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- 12 - Qantas Technical Services
Some examples
Benchmarking
Optimising Maintenance Programs
Closed Loop Reliability Program Detailed Mapping
Organisational Functions Detailed Mapping
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- 13 - Qantas Technical Services
Benchmarking
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- 14 - Qantas Technical Services
Benefits of Benchmarking
Source: Snowy Hydro Continuous Improvement Handbook
Based on history or Gut feeling Perception Low Fit
Defining customer
requirements
Market reality Objective Evaluation High Conformance
Lacking external focus Reactive Lagging Industry
Establishing
effective goals &
objectives
Credible, Unarguable Proactive Industry leading
Pursuing pet objectives Strengths & weaknesses not understood Path of least resistance
Developing true
measures of
productivity
Solving real problems Understanding outputs Based on industry best practice
Internally focussed Evolutionary change Low Commitment
Becoming
Competitive
Concrete understanding of competition New ideas of proven practices &
technology
Based on industry best practice
Not invented here Few solutions Average of industry progress Frantic catch-up activity
Industry Best
Practice
Pro-active search for change Many options Business practice breakthrough Superior performance
Without Benchmarking With Benchmarking
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- 15 - Qantas Technical Services
Benchmarking parameters...
Product
- fleet age
- operational severity
- modification status
- maintenance philosophy
- customers
Process
- TAT calculation
- process flow
- lean approach
- planning process
- inventory/float calculation
- manhour standards
- overtime levels
Facility
- greenfield vs brownfield
- test facilities
- major component storage
Partnerships
- outsourced vs insourced
-strategic drivers
-3rd party relationships
(MBTH etc)
People
- workplace culture
- shift structure
- unions/labour contracts
- headcount
- change management
- communication
Quality
- test reject
- production quality
- approval process
- OEM approved or inhouse
approved repairs
Finance
- allocation of overheads
- costing mechanisms
- mod capitalisation
- spare engine cost
- cost of capital
- engine ownership
- transfer pricing
System
- maint information systems
- reason for system selection
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- 16 - Qantas Technical Services
See how others do it - Benchmarking
- 27 -ConfidentialEBP Engine Maintenance Benchmarking Pre sentat ion Oct 2004
Metrics in red are benchmarked externally
Cost/ Block Hour
Tech D ispatch
Re liability 15 m in
Cabin De fec ts
Air craft d ow ntime
due to mainte nan ce
(D ays/Air craft pa)
AI
R
L
I
N
E
Engineering & Maintenance Internal Performance Trends
Cost/ Block Hour
GSV/Air craft
De live ry in full on t ime
Cannibalisation r ates
Mater ial Logistics
Engine Main tenance
Cost/ Block Hour
Spare en gine r atio
Time on wing
Test r ejec t rate
Turnaround tim e for
nor mal major chec k
Shop visits pe r 1,000 EFH
Cost/ Block Hour
Num ber of MPA Rs
Maintenance hrs MPD vs
maint system vs actual
Ser vic e liter ature backlogs EA re sp onse t imes
Air craft/engineerin g FTE
Engineer ing
Line Mainten anc e
Cost/ Block Hour
0 Dispatch Re liability
Same day MEL
cle arance rate
Ove rtime and shift
pre mium
FTE/A ircraft
Cost/ Block Hour
Test r ejec t rate
WIP leve ls
Time str ike rate
Component man hour rate s
Component Maintenance
Heavy Maintenance
Cost/Block Hour
Dir ect + ind irect
labou r rate
Burn rate. (manhours /day)
Che ck utilisation (Yield)
On-time rele ase
X Customer Output E&M Benchmark Targets Drivers of Business Change
LEAN Maintenance
Process
Aim to drive
improved cost,
quality, and
reliability $
Q T
C
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- 17 - Qantas Technical Services
Optimising Maintenance Programs
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- 18 - Qantas Technical Services
Look at ways to optimise your maintenance programs so that the right
maintenance is being done at the right place, and at the right time.
Optimise your maintenance programs
What is an Optimised Maintenance Program (OMP)?
It aims to optimise maintenance program tasks and intervals in accordance with an airlines unique operating environment, technical skill sets, and airline/MRO manpower efficiencies
It incorporates Industry Best Practice on Aging Fleet issues
It enhances safety through Reliability Program Development and continuous reliability monitoring
It improves aircraft availability and operational cost with
Increased availability for revenue service
Reduction in number of Maintenance Program tasks and man hours
Reduction of check turn time
Source: The Boeing Company
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- 19 - Qantas Technical Services
Typical Escalation Patterns Enabled by an OMP
Years 2 4 6 8 10 12
iv 120 mths
144 mths
i 38 mths 50 mths**
ii 72 mths 96 mths
Heavy Maintenance Calendar Intervals (Flt hr and cycle limits not shown)
Days 28 36
Operational Maintenance Calendar Intervals (Flt hr and cycle limits not shown)
iii 110 mths (incorporated in iv)
Notes
Many tasks within the maintenance packaging
de-escalated
If hard time cant make escalated interval
If reliability data indicates an issue
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- 20 - Qantas Technical Services
How is an OMP Justified?
A comprehensive justification which demonstrates the development process to support the OMP approval is necessary. Typically this could include;
An Executive Summary outlining process and outcomes
Compliance to Regulatory requirements
Maintenance Program benchmarking of organisation against industry
Maintenance Program development approach
Reliability Program approach
Process Flowchart for OMP development
Data Analysis Flowchart for reliability development
Conclusions & Recommendations
Graphical representation of changes to tasks for OMP
Supporting Tables
Baseline maintenance program differences
Maintenance & Operational Reporting analysis
Schedule Interruption Analysis
Service Difficulty Report Analysis
Maintenance Check Non-Routine Analysis
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- 21 - Qantas Technical Services
Closed Loop Reliability Program Detailed Mapping
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- 22 - Qantas Technical Services
Reliability Programs enhanced, proactive, predictive
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
This diagram used as the Focus for detailed mapping of a CLRP
Simple stuff but do you get it?
Because if you dont
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- 23 - Qantas Technical Services
Further Decomposition
as necessary
Reliability
Programs
1
A11SupportActivities
Regulations
KPI/Contract/SLACorporate Requirements
(Budget,Policies)
Processes across the Organisation
Contribute to
Operational Availability
Reliability
Programs
1
A11SupportActivities
Regulations
KPI/Contract/SLACorporate Requirements
(Budget,Policies)
Processes across the Organisation
Contribute to
Operational Availability
Understanding your Reliability Program a methodology
Purpose:
Viewpoint:
To provide increased asset
availability for operations
Head of Engineering
Asset
Availability0
A0
Support
Activities
KPI/Contract/SLA
Corporate Requirements
(Budget,Policies)
Regulations
Processes across the Organisation
Contribute to
Operational
Availablity
Collect Data
1
A111
Analyse /
Identify Issue
2
A112Resolve /
Fix Issue
3
A113Measure
Effectiveness
4
A114
Component &
System Data
Output
KPI/Contract/SLA
Corporate Req
(Budget,etc)
Regulations
Policy Procedure Manual,
Maint Baseline and Cert Basis
- Output
-Output
Feedback
IT Systems
KPI MetricsForms/
Reports
Skill/Resources
Analysis
Methods Workscope
Capabilities
Maint
Data
Operational Data
- Feedback
Vendor/Material
Information
Feedback
KPI/Contract/SLA
KPI/Contract/SLA
Corporate Req
(Budget, etc)
Regulations
PPM
Maint Baseline
Cert Basis
incl changes
Corporate Req
(Budget, CMS)
PPM Maint Baseline
Cert Basis
incl changes
Regulations
KPI/Contract/SLA
Corporate Req
(Budget etc)
PPM
Maint Baseline
Cert Basis
incl changes
Regulations
Contribute to
Operational Availability
Feedback
Resources
Resources
IMS(Integrated
Master Schedule)
KPI Metrics Resources
Optimised
Maint B/L
for Ops
Contribute
to optimised
Logistics
Feedback
Filtered
DataGovernance
IT SystMetrics
Collect Data
1
A111
Analyse /
Identify Issue
2
A112Resolve /
Fix Issue
3
A113Measure
Effectiveness
4
A114
Component &
System Data
Output
KPI/Contract/SLA
Corporate Req
(Budget,etc)
Regulations
Policy Procedure Manual,
Maint Baseline and Cert Basis
- Output
-Output
Feedback
IT Systems
KPI MetricsForms/
Reports
Skill/Resources
Analysis
Methods Workscope
Capabilities
Maint
Data
Operational Data
- Feedback
Vendor/Material
Information
Feedback
KPI/Contract/SLA
KPI/Contract/SLA
Corporate Req
(Budget, etc)
Regulations
PPM
Maint Baseline
Cert Basis
incl changes
Corporate Req
(Budget, CMS)
PPM Maint Baseline
Cert Basis
incl changes
Regulations
KPI/Contract/SLA
Corporate Req
(Budget etc)
PPM
Maint Baseline
Cert Basis
incl changes
Regulations
Contribute to
Operational Availability
Feedback
Resources
Resources
IMS(Integrated
Master Schedule)
KPI Metrics Resources
Optimised
Maint B/L
for Ops
Contribute
to optimised
Logistics
Feedback
Filtered
DataGovernance
IT SystMetrics
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
Maintenance
Operations
-
- 24 - Qantas Technical Services
Collect Data
1
A111
Analyse /
Identify Issue
2
A112Resolve /
Fix Issue
3
A113Measure
Effectiveness
4
A114
Component &
System Data
Output
KPI/Contract/SLA
Corporate Req
(Budget,etc)
Regulations
Policy Procedure Manual,
Maint Baseline and Cert Basis
- Output
-Output
Feedback
IT Systems
KPI MetricsForms/
Reports
Skill/Resources
Analysis
Methods Workscope
Capabilities
Maint
Data
Operational Data
- Feedback
Vendor/Material
Information
Feedback
KPI/Contract/SLA
KPI/Contract/SLA
Corporate Req
(Budget, etc)
Regulations
PPM
Maint Baseline
Cert Basis
incl changes
Corporate Req
(Budget, CMS)
PPM Maint Baseline
Cert Basis
incl changes
Regulations
KPI/Contract/SLA
Corporate Req
(Budget etc)
PPM
Maint Baseline
Cert Basis
incl changes
Regulations
Contribute to
Operational Availability
Feedback
Resources
Resources
IMS(Integrated
Master Schedule)
KPI Metrics Resources
Optimised
Maint B/L
for Ops
Contribute
to optimised
Logistics
Feedback
Filtered
DataGovernance
IT SystMetrics
Collect Data
1
A111
Analyse /
Identify Issue
2
A112Resolve /
Fix Issue
3
A113Measure
Effectiveness
4
A114
Component &
System Data
Output
KPI/Contract/SLA
Corporate Req
(Budget,etc)
Regulations
Policy Procedure Manual,
Maint Baseline and Cert Basis
- Output
-Output
Feedback
IT Systems
KPI MetricsForms/
Reports
Skill/Resources
Analysis
Methods Workscope
Capabilities
Maint
Data
Operational Data
- Feedback
Vendor/Material
Information
Feedback
KPI/Contract/SLA
KPI/Contract/SLA
Corporate Req
(Budget, etc)
Regulations
PPM
Maint Baseline
Cert Basis
incl changes
Corporate Req
(Budget, CMS)
PPM Maint Baseline
Cert Basis
incl changes
Regulations
KPI/Contract/SLA
Corporate Req
(Budget etc)
PPM
Maint Baseline
Cert Basis
incl changes
Regulations
Contribute to
Operational Availability
Feedback
Resources
Resources
IMS(Integrated
Master Schedule)
KPI Metrics Resources
Optimised
Maint B/L
for Ops
Contribute
to optimised
Logistics
Feedback
Filtered
DataGovernance
IT SystMetrics
Detailed Mapping of a Closed Loop Reliability Program
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
1. Data
Measure
Performance
2. Analyse, Identify
Recognise need for
Corrective Action
Establish needed
Corrective Action
Determine Effectiveness
of Action
3. Prioritise & Fix4. Measure (using tools at item 2
Closed Loop
Reliability Program
Speed = Effectiveness
of Program
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- 25 - Qantas Technical Services
Application?
-
- 26 - Qantas Technical Services
Organisational Functions Detailed Mapping
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- 27 - Qantas Technical Services
Recall the Alignment Problem
Constant Challenge
To
Align Goals
PLANT
MANAGEMENT
Complex
Corporate
Structures
Performance
AccountabilitySeamless
Collaboration?
Custome
rs
Ownership
Market
Maintenance Operations
Production
Accounting
Manage
Team
Constant Challenge
To
Align Goals
PLANT
MANAGEMENT
Complex
Corporate
Structures
Performance
AccountabilitySeamless
Collaboration?
Custome
rs
Ownership
Market
Maintenance Operations
Production
Accounting
Manage
Team
Custome
rs
Ownership
Market
Maintenance Operations
Production
Accounting
Manage
Team
Custome
rs
Ownership
Market
Maintenance Operations
Production
Accounting
Manage
Team
Many organisations evolve through
time
Bandaid solutions are put into place
Silos or stovepipes are built
Organisational Goals are not aligned
The necessary Functions required to
meet organisational output are not
known or understood
Reviewing your business and its necessary functions to inform a more
output focussed organisational framework
This type of review can be facilitated by detailed functional mapping
-
- 28 - Qantas Technical Services
Tier 1 Commercial Aviation Structure
illustrative
Head of Maintenance
Services
Heavy
Maintenance
(I & D Levels)
Line
Maintenance
(O & I Level)
3rd Party Providers
(TSN)
Line
Heavy
Components
CASR 42 CASR 21 CASR 145
CASR 145
Required
Quality & Safety
Head of Engineering Services
Design &
Projects
Operational
Support
Team
(OST)
Fleet
Projects
Engines
& APUs B737
B767
B747 A330 A380
Fleet Support Team
(FST)
Fleet Management
Regulatory
Affairs &
Chief
Engineers
Office
Continuing Airworthiness
Management Organisation Approved Design
Organisation
Quality & Safety
Head of Engineering Services
Design &
Projects
Operational
Support
Team
Other
Projects
Common Fleet A
Fleet Support
Fleet Management
Regulatory
Affairs &
Chief
Engineers
Office
Continuing Airworthiness
Management Organisation Approved Design
Organisation
Fleet B Fleet C Fleet D
Providing Assets to meet Operational Needs
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- 29 - Qantas Technical Services
Mapping for Engineering and Maintenance.
Purpose:
Viewpoint:
Provide Asset Availability
to Operations
Head of Engineering &
Maintenance
Provide Asset
Availability
A0
Policies
Resource Status Report
Current Capability Demand
Future Demand
Materiel
Legislation
Resource Budgets
External Reports
Assets for Operations
Exception Reports
Requirements
Skills & Resources
Codes of Practice (CoP)
Corporate Services
Disposakl Programs
Approved Reference Set
Status Reporting
Further Decomposition
as necessary
Maintain
A1
Modify
A2
Renew/Retire
Dispose
A3Continuing
Management
of
Engineering &
Maintenance
Programs
A4
Skills & Resources
Policies
Resource Budgets
Resource
Status Report
Assets for Operations
Materiel
Functional
Performance Req
Management Systems
Plans (various)
Acquistion Plans
Policy
Delegations
Approved ReferencesResource Budgets
Resource
Budgets Resource
Budgets
Performance Report
Output reports
Reference inputs
- output
Output
Assurance/Audit Rqmts
Performance
Report
Advice/External
Report
Support Data
CoP
Corporate
Services
CoP
CoP
CoP
Feedback
Approved Reference Sets
output
Applicable Policy/Directives
Applicable Legislations
Resource Allocation
Legislation
Approved
Change
Proposal
Approved Baselines
Requirements
Disposed
Materiel/Return to
Store
KPI Data
Resources
Status Reporting
Plans (Various)
Amended Products
Plans
Approved Data
Approved Tasking
Tasking for Approval
Approved Tasking
Further Decomposition
as necessary
Further Decomposition
as necessary
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- 30 - Qantas Technical Services
Level 1 Detail.
Maintain
A1
Modify
A2
Renew/Retire
Dispose
A3Continuing
Management
of
Engineering &
Maintenance
Programs
A4
Skills & Resources
Policies
Resource Budgets
Resource
Status Report
Assets for Operations
Materiel
Functional
Performance Req
Management Systems
Plans (various)
Acquistion Plans
Policy
Delegations
Approved ReferencesResource Budgets
Resource
Budgets Resource
Budgets
Performance Report
Output reports
Reference inputs
- output
Output
Assurance/Audit Rqmts
Performance
Report
Advice/External
Report
Support Data
CoP
Corporate
Services
CoP
CoP
CoP
Feedback
Approved Reference Sets
output
Applicable Policy/Directives
Applicable Legislations
Resource Allocation
Legislation
Approved
Change
Proposal
Approved Baselines
Requirements
Disposed
Materiel/Return to
Store
KPI Data
Resources
Status Reporting
Plans (Various)
Amended Products
Plans
Approved Data
Approved Tasking
Tasking for Approval
Approved Tasking
-
- 31 - Qantas Technical Services
Functional Mapping Informing Organisational Framework
Maintenance
Operations
Maintenance
Operations
Maintain
A1
Modify
A2
Renew/Retire
Dispose
A3Continuing
Management
of
Engineering &
Maintenance
Programs
A4
Skills & Resources
Policies
Resource Budgets
Resource
Status Report
Assets for Operations
Materiel
Functional
Performance Req
Management Systems
Plans (various)
Acquistion Plans
Policy
Delegations
Approved ReferencesResource Budgets
Resource
Budgets Resource
Budgets
Performance Report
Output reports
Reference inputs
- output
Output
Assurance/Audit Rqmts
Performance
Report
Advice/External
Report
Support Data
CoP
Corporate
Services
CoP
CoP
CoP
Feedback
Approved Reference Sets
output
Applicable Policy/Directives
Applicable Legislations
Resource Allocation
Legislation
Approved
Change
Proposal
Approved Baselines
Requirements
Disposed
Materiel/Return to
Store
KPI Data
Resources
Status Reporting
Plans (Various)
Amended Products
Plans
Approved Data
Approved Tasking
Tasking for Approval
Approved Tasking
Analyse
Re-Shape
Align
-
- 32 - Qantas Technical Services
So whether its Benchmarking
Aligning Maintenance & Operational Goals
or Optimising Maintenance Programs
or Improving Reliability Programs
or Improving Organisational Structure
-
- 33 - Qantas Technical Services
Its all about
Maximising
asset availability
to the operation
Maintenance
Operations
Aligning Maintenance & Operational Goals
-
- 34 - Qantas Technical Services
David Edwards
General Manager QTS
+ 61 2 9691 9050 (office)
+ 61 (0) 413 386 073 (mobile)
We can assist
call me