Empowering Human Performance: A Case Study of Team Resource Management in CHC
V SAMMENDRAG VI LIST OF TABLES X LIST OF FIGURES X ABBREVIATIONS XI CHAPTER 1: INTRODUCTION 1 1.1 BACKGROUND 1 1.2 RESEARCH PROBLEM 2 1.3 LITERATURE REVIEW 2 1.3.1 Does CRM work? 2 1.3.2 CRM in other fields. 4 1.3.3 CRM in relation to organizations as a whole 5 1.4 OBJECTIVES 7 1.5 LIMITATIONS 8 1.6 STRUCTURE 8 CHAPTER 2: CHC 9 2.1 CANADIAN HOLDING COMPANY 9 2.2 REGULATORY CONTEXT 10 2.3 SUMBURGH ACCIDENT IN CHC, ABERDEEN. 11 CHAPTER 3: THEORETICAL FRAMEWORK 12 PART 1: ORGANIZATIONAL RISK AND SAFETY MANAGEMENT 13 3.1 RISK AND SAFETY 13 3.1.1 Risk perception 15 3.1.2 Safety culture 16 3.1.3 Safety leadership 17 3.2 NORMAL ACCIDENT THEORY 18 3.3 RELIABILITY IN ORGANIZATIONS 18 3.4 INFORMATION PROCESSING IN ORGANIZATIONS 20 VIII 3.5 RISK MANAGEMENT IN A DYNAMIC SOCIETY 21 PART 2: HUMAN FACTORS. 23 3.6 UNPACKING THE TERM CREW RESOURCE MANAGEMENT. 23 3.7 NON TECHNICAL SKILLS 26 3.7.1 Situation awareness 26 3.7.2 Decision making 28 3.7.3 Communication 29 3.7.4 Teamwork 31 3.7.5 Stress management and coping 32 3.7.6 Fatigue management and coping 32 3.8 TEAM, GROUP, AND CREW 33 CHAPTER 4: RESEARCH DESIGN AND METHODOLOGY 36 4.1 HOW THIS CASE STUDY CAME ABOUT 36 4.2 CASE STUDY AS RESEARCH APPROACH 36 4.3 RESEARCH PROCESS AS CONDUCTED 38 4.4 DATA SOURCES AND COLLECTION 39 4.4.1 Interviews and selection of informants 39 4.4.2 Documents for analysis 42 4.5 DATA REDUCTION AND ANALYSIS 43 4.6 CRITERIA OF RESEARCH QUALITY 44 4.6.1 Reliability 44 4.6.2 Validity 46 4.7 ETHICAL CONSIDERATIONS 48 4.8 STRENGTH AND WEAKNESSES OF RESEARCH DESIGN 49 CHAPTER 5: FINDINGS 52 PART 1: REGULATIONS AND SAFETY IN CHC 52 5.1 SAFETY MANAGEMENT SYSTEM 52 5.2 CREW RESOURCE MANAGEMENT 54 5.3 SAFETY MANAGEMENT SYSTEM AND CREW RESOURCE MANAGEMENT 55 5.4 SUMBURGH HELICOPTER ACCIDENT INVESTIGATION 56 PART 2: TEAM RESOURCE MANAGEMENT PROJECT AT CHC 57 5.5 TEAM RESOURCE MANAGEMENT AT CHC 57