The Safety Card is effective when applied to one event only.
A quote from Transport Canada:
"Traditionally, in rail and in other safety-critical industries, safety had been pursued through compliance with prescriptive rules and regulations. In the 1990s, however, advancements in safety research demonstrated that organizations could be compliant with prescriptive regulations, yet still be unsafe. More specifically, compliance did not necessarily mean effectively managing risks."
Leonardo da Vinci was a pioneer in aviation and 400 years ahead of his time. Below are two of his quotes: “For once you have tasted flight you will walk the earth with your eyes turned skywards, for there you have been and there you will long to return.”, and “Anyone who conducts an argument by appealing to authority is not using his intelligence; he is just using his memory.”
When combining these quotes, they become a description of aviation safety and the Safety Management System as we know it. Regulatory compliance is not safety risk assessments and it takes intelligence to assess risks, manage, lead and continuous improve aviation safety. Regulatory compliance is to rely on memory, while intelligence to lead with operational safety processes and the ability to learn or understand or to deal with new or trying situations. When applying memory to SMS the task of memorizing regulations does not challenge operations or assessing risks, while applying intelligence, or human factors, operations are challenged and safety risk levels are assigned.
|Customer Satisfaction is loyalty, safety and accountability to the flying public|
When applying this concept of a customer satisfaction based approach to safety there could be a conflict between the quality-level accepted by a customer and operational control. Opinions based demands from third-parties, customers, social media or an aviation authority could develop unintended hazards and affect safety decisions. Several years ago, and long before SMS became regulated, or accepted as a value-added level of safety in aviation, an operator developed a customer satisfaction based safety management system. The concept of this system was to measure the level of safety from the point of view of customer satisfaction and apply data-based decision tools to operational control. This system functioned for several years until it was decided to apply safety as the primary driving force into operations. While customer satisfaction could be measured, analysed and defined, the concept of safety could not easily be defined or comprehended. The Safety Card was applied equally to all aspects of operations without defining safety critical areas to measure. This opinion based decision to change a word from “customer” to “safety” caused a drift in operational control and drift of processes effectiveness. Introducing the word “safety” to operations does not improve safety unless decisions are based on factual data.