Making the cabin safer : a study of crew resource management training for cabin crew : a thesis presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University

Crew Resource Management (CRM) is a widely implemented strategy in the aviation community as a training countermeasure to human error. The two most accessible criteria for CRM training evaluation are behaviour on line operation and attitudes showing acceptance or rejection of CRM concepts. The purpose of this research is to investigate CRM training effectiveness for cabin crew, achieved by assessing cabin crew's attitudes toward CRM and their performance during a the training drill. A questionnaire was created for assessing attitudes toward CRM and CRM training from the flight attendants' perspective at Air New Zealand. Comparing attitudes prior to and post the training suggested that the joint CRM training had a positive effect. The joint CRM training improved cabin crew's confidence in safety operation and commitment to their safety role. As some factors, such as job position, gender, age, work-year, aircraft type were likely to affect crewmembers' attitudes toward CRM, the survey also tried to test and finally disclosed that at least job position and gender had an effect on cabin crew attitudes. A series of behavioural markers were developed to measure cabin crew performance during a fire fighting drill. The observation results showed such behavioural markers were useful for assessing flight attendants' CRM skills and indicating the strength and weakness of cabin crew CRM skills showed in the fire fighting drills. In general the study suggests the overall CRM training in Air New Zealand is successful. It is advised that joint SEP/CRM training needs further concern about the balance of CRM and SEP training. It is also suggested which kinds of CRM skills are critical for cabin crew emergency control

CRM In Gaming: It\u27s No Crapshoot!

CRM, or Customer Relationship Management, though slightly more than a decade old, has become the management craze of the 21st century. Yet, managerial understanding of what CRM is, what it does, how to implement it, and the grounds for success or failure in CRM implementation, seem far from crystallized. This paper looks at why so many CRM endeavors fail, and proceeds to discuss issues critical to CRM\u27s success. CRM projects in casinos will have a higher chance of success if CRM is viewed as a business philosophy and becomes a part of the corporate culture. Appropriate customer strategy, organizational transformation, and due attention to issues such as business processes, organizational collaboration, training, and data integration will enhance the success rates of CRM ventures

CRM packaged software: a study of organisational experiences

Customer Relationship Management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s there was, in many organisations strategies, a shift from the need to manage transactions and toward relationship management. Where Enterprise Resource Planning packages dominated the management of transactions era, CRM packages lead in regard to relationships. At present, balanced views of CRM packages are scantly presented instead relying on vendor rhetoric. This paper uses case study research to analyse some of the issues associated with CRM packages. These issues include the limitations of CRM packages, the need for a relationship orientation and the problems of a dominant management perspective of CRM. It is suggested that these issues could be more readily accommodated by organisational detachment from beliefs in IT as utopia, consideration of prior IS theory and practice and a more informed approach to CRM package selection

Rheological Properties of Modified Crumb Rubber Asphalt Binder and Selecting the Best Modified Binder Using AHP Method

Crumb rubber modifier (CRM) is one of the most popular asphalt binder modifiers due to the economic benefits and desired physical and rheological properties of asphalt binders and asphalt mixes. This research focuses on evaluating the properties of rubber-modified asphalt binders and selecting the best modified binder. The modified binders were produced by blending virgin binders with CRM at various contents of different gradations, and different methods of grinding. CRM made through ambient and cryogenic grinding methods with two gradation sizes were produced and tested. Three different virgin binders from two sources were obtained and used. The Analytic Hierarchy Process (AHP) method was used to determine the best combination of virgin binder and CRM, based on the rheological properties and their importance in Nevada’s construction code. Based on AHP analysis, ambient CRM obtained the highest priority. CRM contents of 10% and 15% were ranked higher than 20% depending on the grade of the virgin binder. Both mesh 20 and 40 CRM sizes were favorable

Adoption of CRM: cross-cultural impact, a literature review

In a competitive world there is a need for companies to maximise all their resources. One of the resources that is often overlooked is that of existing customer base. Customer Relationship Management (CRM) is an area that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customers’ perception. CRM systems are used in many multinational organizations mainly to achieve customer loyalty and retention, increase cross selling and to improve customer satisfaction. A normative review of researches done to evaluate CRM systems shows that between 25 to 75 percent of CRM systems have failed (to various degrees) because of neglecting cultural awareness. Implementing CRM systems is a time consuming and expensive business, and the impact of failure can have a dramatic effect on the organization IT investment. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country. Although there are studies that investigate the relation of cultural issues to general IT implementations, there is a noticeable lack of literature on the impact of cross-cultural on CRM implementation. This paper focuses on the impact of cross-cultural on CRM systems, and tries to summarize work done to explore the cultural awareness’ issues that influence CRM system

Complex interactions between cis-regulatory modules in native conformation are critical for Drosophila snail expression

It has been shown in several organisms that multiple cis-regulatory modules (CRMs) of a gene locus can be active concurrently to support similar spatiotemporal expression. To understand the functional importance of such seemingly redundant CRMs, we examined two CRMs from the Drosophila snail gene locus, which are both active in the ventral region of pre-gastrulation embryos. By performing a deletion series in a ~25 kb DNA rescue construct using BAC recombineering and site-directed transgenesis, we demonstrate that the two CRMs are not redundant. The distal CRM is absolutely required for viability, whereas the proximal CRM is required only under extreme conditions such as high temperature. Consistent with their distinct requirements, the CRMs support distinct expression patterns: the proximal CRM exhibits an expanded expression domain relative to endogenous snail, whereas the distal CRM exhibits almost complete overlap with snail except at the anterior-most pole. We further show that the distal CRM normally limits the increased expression domain of the proximal CRM and that the proximal CRM serves as a 'damper' for the expression levels driven by the distal CRM. Thus, the two CRMs interact in cis in a non-additive fashion and these interactions may be important for fine-tuning the domains and levels of gene expression

Revisiting the Use of Customer Information for CRM

For the past decade, customer relationship management (CRM) has been one of the priorities in marketing research and practice. However, many of the CRM systems did not perform as the companies expected. As such shortcoming could be due to inappropriate data input, this study provides a comprehensive overview of the empirical CRM literature. Along the phases of the CRM process, the authors show which kind of data has successfully proven to achieve the CRM objectives. The study provides researchers with a review of the empirical research on CRM and allows practitioners insights on the usability of customer data for CRM. --Customer Relationship Management (CRM),Customer Data