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experiments on language errors in aviation maintenance.doc

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experiments on language errors in aviation maintenance

EXPERIMENTS ON LANGUAGE ERRORS IN AVIATION MAINTENANCE: ASIA Colin G. Drury and Jiao Ma University at Buffalo, Department of Industrial Engineering 438 Bell Hall, Buffalo, NY 14260 drury@ The Federal Aviation Administration has raised many issues concerning the outsourcing of maintenance to foreign repair stations and recommends establishing a method for determining whether language barriers result in maintenance deficiencies. This work addresses concerns that non-native English speakers may be prone to an increased error rate that could potentially affect airworthiness. This paper presents Year 2 of the project. We used the seven scenarios of language error developed in Year 1 as the basis for our data collection effort to quantify the frequency of error. An intervention experiment has been designed and tested using a sample of 200 maintenance personnel from countries in Asia. The interventions were found to increase document comprehension performance. Participants tended to maintain a constant accuracy level, with performance changes coming mainly from speed differences. INTRODUCTION In 2001, the Federal Aviation Administration raised many issues concerning the outsourcing of maintenance to foreign repair stations in considering changes to domestic and foreign Federal Air Regulations, recommending that: “The FAA should establish a method for determining whether language barriers result in maintenance deficiencies.” This project is a direct response to these concerns that non-native English speakers, in repair stations in the USA and abroad, may be prone to an increased error rate that could potentially affect airworthiness. The documentation for repair provided by an English speaking airline is always in English, and this documentation must be used to govern all maintenance tasks, despite a potentially large proportion of mechanics who do not use English as a native language. This paper follows our 2003 HFES paper (Drury and Ma, 2003) and describes the first e