SMS Perception

 SMS Perception

By OffRoadPilots

The flying public, stakeholders and the regulator have

a perception of an SMS enterprise and their safety

management system (SMS). While perception may be real

and essential aspect of human experience, it is also

complex, subjective, and sometimes fallible, the effect

perception has on SMS enterprises and their performance

are real.

Perception plays a crucial role in performance across

various domains and influences performance. Whether it

is airport operations, airline operations, sports,

academics, business, or any other area requiring high

levels of achievement, perception is an integrated part

of their performance system.

Perception shapes how individuals perceive their goals

and the potential rewards of achieving them. Those who

perceive their goals as challenging yet attainable are

more likely to be motivated to excel. They perceive

success as achievable, driving them to work harder and

persist in the face of setbacks.

Perception of one's abilities, known as self-efficacy,

profoundly influences performance. Individuals with

high self-efficacy perceive themselves as capable of

mastering tasks and overcoming obstacles. This belief

enhances motivation, effort, and resilience, leading to

superior performance.

Perception of confidence in one's skills and abilities

are closely linked to performance. Confidence

influences how individuals approach challenges, take

risks, and handle pressure situations. Those whoperceive themselves as confident are more likely to

perform well under stress and maintain focus, leading

to superior performance outcomes.

Perception of one's

mindset, whether it

is a growth mindset

or a fixed mindset,

significantly

impacts performance.

Those with a growth

mindset perceive

challenges as

opportunities for

growth and learning,

leading to

continuous improvement and superior performance. In

contrast, individuals with a fixed mindset may perceive

challenges as threats to their abilities, leading to

avoidance behaviors and suboptimal performance.

Superior performers often have a constructive

perception of feedback. They view feedback as valuable

information for improvement rather than criticism of

their abilities. This perception enables them to learn

from their mistakes, adapt their strategies, and

continually refine their skills, ultimately leading to

superior performance outcomes.

How individuals perceive stress and pressure situations

influences their performance. Those who perceive stress

as a challenge rather than a threat are more likely to

exhibit adaptive responses, such as increased focus,

motivation, and resilience, leading to superior

performance outcomes.Superior performers often perceive competition as an opportunity for growth and self-improvement rather than

a threat. This perception fosters a healthy competitive

mindset, driving individuals to push their limits,

innovate, and strive for excellence, ultimately leading

to superior performance outcomes.

Perception shapes various psychological factors such as

motivation, self-efficacy, confidence, mindset,

feedback interpretation, stress appraisal, and

competition orientation, all of which play crucial

roles in determining superior performance across

different domains.

WHAT IS PERCEPTION

Perception refers to the way human observations

interpret and make sense of sensory information from

the environment. It involves the process of organizing,

interpreting, and understanding sensory information in

order to give meaning to the surroundings.

Perception is not simply a passive reception of sensory

input, but it involves complex cognitive processes that

shape the understanding of an SMS enterprise’s

operational environment.

Perception encompasses various senses such as vision,

hearing, taste, smell, and touch, as well as more

abstract forms of perception such as proprioception and

vestibular perception. These sensory inputs are

processed by the brain, which then constructs a

representation of the operational environment.Perception is influenced by numerous factors including

past experiences, cultural background, context,

attention, expectations, and emotions. As a result,

individuals may perceive the same sensory stimuli

differently based on their unique perceptual filters

and cognitive biases.

Perception plays a crucial role in how to navigate and

interact with the operational environment, shaping

thoughts, opinions, expectations, behaviors, and

experiences.

ERCEPTION V.S. GUT

FEELING

Perception and gut

feeling are both ways

in which we process

information, but they

operate in different

ways and serve

different purposes.

Perception.

Perception refers to

the process of

interpreting sensory

information received

from the environment.

It involves the use of

our senses (sight, hearing, touch, taste, smell) to

gather data about the world around us and make sense of

it.

Perception is largely a conscious and cognitive

process, influenced by our past experiences, knowledge,beliefs, and expectations. It involves the brain's

complex processing of sensory input to construct a coherent understanding of reality.

For example, when you see a red apple, your perception

allows you to recognize its color, shape, and texture,

and understand that it is an apple.

Gut Feeling.

Gut feeling, also known as intuition or instinct, is a

subconscious or unconscious reaction to a situation or

decision. It is a sense of knowing or feeling that

arises without conscious reasoning or logical analysis.

Gut feelings are often based on subtle cues or patterns

that we may not consciously recognize but which our

brain processes nonetheless.

These feelings are influenced by emotions, past

experiences, and even biological factors. Gut feelings

often manifest as a sense of unease, confidence, or

certainty about a course of action, even in the absence

of clear evidence or reasoning.

Perception involves the conscious interpretation of

sensory information to understand the world, while gut

feeling is an intuitive, subconscious reaction that

guides our behavior or decisions based on underlying

factors that may not be immediately apparent. While

perception is analytical and cognitive, gut feeling is

instinctual and emotional.

PERCEPTION IS A REGULATORY REQUIREMENT

A regulatory requirement for an SMS enterprise is that

their SMS manager monitors the concerns of the civilaviation industry in respect of safety and their

perceived effect their airport operations.

SMS managers requirement across the board to monitor

perception of their operations are equally applicable

to any airport operations size and complexity.

Operational processes at individual airports may vary

between SMS enterprises since they are operating with

different processes to conform to the perception

regulatory requirement.

Compliance.

The primary responsibility for an SMS manager is to

comply with the regulations relevant to monitor

concerns of the aviation industry. This involves

comprehension of the requirements set forth by

regulatory bodies, comprehend the justification for the

requirement, and ensuring that their actions,

practices, products, or services align with those

requirements.

Documentation.

SMS managers are responsible for maintaining accurate

records and documentation to demonstrate compliance

with this regulatory requirements. Documentation

includes keeping thorough records of processes,

transactions, communications, and other relevant

information.

Reporting.

SMS managers are required to submit reports or

disclosures to their accountable executive (AE) of

discoveries from monitoring processes. Reporting

involves providing information on activities, outcomes,compliance efforts, or incidents or breaches that

occurred in the process.

Training and

Awareness.

SMS managers have a

responsibility to

undergo training or

education to ensure

they understand the

regulatory

requirements that

apply to their role.

They may also be

responsible for raising awareness among their

colleagues or personnel about compliance obligations

and best practices.

Risk Management.

SMS managers need to assess and manage risks associated

with non-compliance with regulatory requirements. This

involve implementing controls, monitoring processes,

and taking corrective actions to mitigate risks for

compliance.

Cooperation with Authorities.

In the event of an investigation, audit, or enforcement

action by regulatory authorities, SMS managers are

required to cooperate and provide relevant information

or assistance as needed.

Continuous Improvement.

SMS managers should strive for continuous improvement

in their compliance efforts by staying informed about

changes in regulations, industry standards, and bestpractices. This involve updating policies, systems,

processes, procedures, and acceptable work practices to

conform to evolving regulatory requirements.

It is crucial for a successful SMS enterprise that

their SMS mangers comprehend that regulatory

requirements are performance based and apply conforming

processes. With performance based regulations, SMS

managers must assign non-regulated task to conform to

regulatory requirements. An example of a non-regulated

task for SMS enterprises to perform their daily rundown

quality control tasks.

A trap SMS enterprises have fallen into in the past, is

to apply expectations, or planned outputs as

prescriptive requirements.

PERCEPTION OF SAFE AIRLINES

There are several factors contributing to the

perception of airline safety.

Airlines must adhere to strict regulations set by

aviation authorities in their respective countries.

These regulations cover areas such as aircraft

maintenance, pilot training, operational procedures,

and safety protocols.

Regular maintenance and inspections are crucial to

ensuring the airworthiness of an aircraft. Airlines

follow rigorous maintenance schedules and protocols to

keep their fleets in optimal condition.

Airlines invest heavily in pilot training programs to

ensure their flight crews are well-equipped to handle

various situations safely. Pilots undergo extensivetraining and recurrent evaluations to maintain their

skills and knowledge.

Airlines implement

safety management

systems (SMS) to

identify, assess, and

mitigate risks

associated with their

operations. These

systems involve

continuous

monitoring, analysis,

and improvement of

safety performance.

Advancements in

aircraft technology

and safety equipment

contribute

significantly to airline safety. Modern aircraft are

equipped with sophisticated systems and features

designed to enhance safety, such as collision avoidance

systems, advanced autopilot capabilities, and enhanced

weather radar.

Airlines develop and adhere to standard operating

procedures (SOPs) for various aspects of flight

operations, including takeoff, landing, and emergency

situations. These procedures are designed to ensure

consistency and safety across all flights.

A strong safety culture within an airline fosters an

environment where safety is paramount. This includes

promoting open communication, encouraging reporting ofsafety concerns, and empowering employees to take

proactive measures to enhance safety.

Airlines conduct regular emergency drills and

simulations to prepare flight crews and ground staff

for handling emergency situations effectively. This

preparation helps ensure a swift and coordinated

response in the event of an incident.

Airlines continuously review and analyze safety data to

identify areas for improvement and implement corrective

actions as needed. This commitment to continuous

improvement is essential for maintaining and enhancing

safety standards over time.

By implementing SMS processes, airlines can strive to

provide a safe and secure travel experience for

passengers and crew alike.

PERCEPTION OF SAFE AIRPORTS

Airports are designed and maintained with a variety of

safety measures to for smooth and secure operations.

Runways and taxiways are constructed using strong

materials like asphalt, concrete, gravel or ice-runways

to withstand the weight and impact of aircraft. They

are built to airport standards to handle various types

and sizes of aircraft.

Regular inspections and maintenance by the airport

operator are conducted to address any issues promptly,

such as cracks, potholes, or uneven surfaces. This

helps prevent accidents caused by runway or taxiway

damages.Runways and taxiways are equipped with lighting systems

for visibility for night operations and assisting when

reduced or low operations are in effect during daytime.

Lights help pilots to navigate and maintain situational

awareness on movement areas.

Runways and taxiways are marked with standardized

signs, symbols, and painted lines to guide pilots.

These markings indicate directions, holding points, and

other important information.

Air traffic controllers play a crucial role in managing

aircraft ground movements. They provide instructions to

pilots, coordinate arrivals and departures, and

maintain spacing between aircraft.

Runways and taxiways are designed with specific

configurations to minimize the risk of collisions and

maximize operational efficiency. This includes layout,

width, length, and the placement of intersections.

Runways are surrounded by safety areas known as runway

safety areas (RSA) that provide a buffer zone to

mitigate the consequences of aircraft overruns or

undershoots. These areas are kept clear of obstacles

and are designed to safely stop aircraft.

Runway end safety areas (RESA) are additional safety

areas beyond the runway ends, designed to reduce the

severity of accidents in case of an aircraft

overshooting the runway during landing or takeoff.

Runway surfaces are regularly tested for friction

levels. The purpose of friction testing is to establish

if there are low friction characteristics foroperational significance or affecting aircraft

performance, and that the surface of the runway is

without irregularities that would result in reduced

friction characteristics or adversely affect aircraft

operations.

Airports implement measures to control bird and

wildlife around runways and taxiways to minimize the

risk of bird strikes.

By implementing and adhering to these safety measures,

airports can maintain an acceptable level of safety for

aircraft operations, the flying public and airside

maintainers.

HOW TO MONITOR PERCEPTION

Monitoring perceptions involves gathering information

about how airport operations are perceived by

customers, tenants, the aviation industry, airlines,

and the flying public.

Market Research Surveys.

Conduct surveys to understand how customers perceive

airport operations in terms of product quality,

pricing, customer service, brand reputation, etc.

Social Media Monitoring.

Monitor social media platforms for mentions, comments,

and reviews about specific airport operators. Analyze

sentiment and identify trends in opinions.

Review Websites and Forums.

Monitor review websites, forums, and discussion boards

relevant to the industry to gather feedback andopinions about airport operator’s products and

services.

Competitor Analysis Tools.

Utilize software tools specifically designed for

competitor analysis to track their online presence,

marketing strategies, customer feedback, and social

media activity.

Mystery Shopping.

Conduct mystery shopping exercises, such as collecting

data from user at specific airport, to assess airport

operators service, product quality, and overall

customer experience firsthand.

Industry Reports and Analysis.

Stay updated with industry reports, analyses, and

market research studies that may provide insights into

airport operators market position, strengths,

weaknesses, and customer perception.

Partnerships and Networking.

Establish partnerships or networks within the industry

to gather insights and intelligence about other airport

operators from the aviation industry, suppliers,

distributors, users, tenants, publicly available

regulatory findings, and other relevant stakeholders.

Trade Shows and Conferences.

Attend airport operators trade shows, conferences, and

events where other airports showcase their products and

services and interact with customers. Observe their

presentations, demos, and interactions to gauge

customer reactions.Google Alerts and News Monitoring.

Set up Google Alerts and monitor industry news sources

to stay informed about any developments, announcements,

or changes related to airport operators.

Customer Feedback Analysis.

Analyze customer feedback and reviews for your own

products or services, paying attention to mentions of

airport operators and comparing customer perceptions.

By using a combination of these methods, an airport

operator can gain valuable insights into how other

airport authorities are perceived in the market and

make informed decisions to stay competitive.

LEARN CUSTOMER SERVICE

Conventional wisdom is to learn from aircraft and

airport accidents to improve safety in the aviation

industry.

“Why does the Global

Aviation Industry,

being Airlines or

Airports, need to

learn from

yesterday's accidents

for the aviation

industry to be safer

tomorrow?”

Learning from

inadequacy is to

deviate from SMS

principles. Continuous, or continual improvements are

different than learning from errors, mistakes,

failures, or omissions.

.Customers, clients, airport users, airlines, airport

tenants, or the regulatory oversight body do not accept

mediocracy and the principle that mistakes are

necessary for safety improvements.

Customers want and need assurance that they journey

will be enjoyable without interruptions.

Excellent customer service is built on several key

principles.

Effective communication and active listening are

essential to understanding the customer's needs and

concerns.

Showing empathy towards customers by acknowledging

their feelings, frustrations, and needs can help build

trust and rapport.

Timely responses to inquiries, concerns, and feedback

demonstrate that the customer's needs are a priority.

Maintaining a professional demeanor, whether in person,

over the phone, or online, helps establish credibility

and trust.

Being proactive in resolving issues and finding

solutions to customer problems can turn a negative

experience into a positive one.

Consistently delivering high-quality service across all

interactions and touchpoints builds trust and loyalty.

Tailoring the service experience to meet the individual

needs and preferences of each customer can make them

feel valued and appreciated.Going above and beyond expectations to exceed customer needs can leave a lasting impression and foster

loyalty.

Actively seeking feedback and using it to improve

products, services, and processes demonstrates a

commitment to ongoing improvement.

Maintaining a positive attitude, even in challenging

situations, can help diffuse tension and create a more

pleasant customer experience.

By adhering to these principles, airport operators and

airlines create a customer-centric culture that fosters

satisfaction, loyalty, and positive word-of-mouth.

LEARN FROM PERCEPTION

By monitoring the concerns of the civil aviation

industry and perception in respect of safety, SMS

enterprises have a tool to apply what they learned for

improving their own reputation, regulatory compliance,

and safety in operations.

OffRoadPilots