CITY UNIVERSITY LONDON
AIR TRANSPORT OPERATIONS AND MANAGEMENT
CREW RESOURCE MANAGEMENT
EXMA PAPER WITH ANSWERS
Question 1
(a) Draw a simple graph to illustrate the relationship between stress and “arousal level” or alertness.
Explain the curve.
(7 marks)
Arousal/Alertness
‘Maxed-out’
Stress
On the left side of the curve begins to show an equal increase in both stress and the
arousal level. The person will find that they increase once the interest in the task increases.
In some situations where the pressure is greater, if the stress continues uncontrolled a
fatigue point is reached, (peak or curve) and further stress arousal will take the
performance level down ultimately leading to exhaustion, ill-health and being ‘Maxed-
out’.
, (d) What are the three stages of Situational Awareness?
(3 marks)
1. Monitor
2. Evaluate
3. Anticipate
[Total 20 marks]
Question 2
Virtually all airline accidents and major incidents are the results of a series of contributing factors –
both major and minor -coming together to produce a serious situation. In each of the cases below
include in your answer a description of the various factors involved in the development of the
situation, including the role CRM played in the incident.
(a) Discuss an airliner accident with which you are familiar in which poor CRM played a
significant part in the unfavourable outcome of the situation. (10 marks)
The Kegworth B737 accident occurred on 8/1/89 subsequent to crash landing on the M1 motorway
outside of the East Midlands airport. After taking off from Heathrow the Belfast bound flight was
cruising through to 35,000 feet when a fan blade on the left engine was ruptured. The pilots were
unsure of the source of the sound and at the same time heard a pounding noise with severe
vibrations. Smoke entered the cabin through the ventilation system and several passengers noticed
the smoke and sparks from the left engine. The Captain disengaged the plane’s autopilot after
being given the impression from the First Officer that the right engine had the failure.
CRM plays a critical aspect as the Captain did not divide the task appropriately as he hand flew
the aircraft and was trying to make key decisions. Instead he should have handed over some of the
tasks to the First Officer. An authority gradient existed, which prevented gathering the full
information about which engine had failed. Passengers and the cabin crew had indeed seen that
the left engine had failed. However, they assumed that the Pilot too that to mean the right engine
from the opposite direction. They therefore gave him the benefit of the doubt, as they had faith in
his knowledge and expertise.
More emphasis should have been taken on the Diagnosis of ‘DODAR’ as it was assumed that the
left engine was the problem, which was not the case.
If greater attention was paid to CRM practices the impact of the accident could have been
reduced. The flight deck crew should have paid more attention to what was relayed from the
passengers. Finally, the Captain should have given the First Officer more responsibility in order to
make more rationale decisions.
(b) Discuss an airliner incident with which you are familiar in which good CRM played a
significant part in the favourable outcome of the situation. (10 marks)
AIR TRANSPORT OPERATIONS AND MANAGEMENT
CREW RESOURCE MANAGEMENT
EXMA PAPER WITH ANSWERS
Question 1
(a) Draw a simple graph to illustrate the relationship between stress and “arousal level” or alertness.
Explain the curve.
(7 marks)
Arousal/Alertness
‘Maxed-out’
Stress
On the left side of the curve begins to show an equal increase in both stress and the
arousal level. The person will find that they increase once the interest in the task increases.
In some situations where the pressure is greater, if the stress continues uncontrolled a
fatigue point is reached, (peak or curve) and further stress arousal will take the
performance level down ultimately leading to exhaustion, ill-health and being ‘Maxed-
out’.
, (d) What are the three stages of Situational Awareness?
(3 marks)
1. Monitor
2. Evaluate
3. Anticipate
[Total 20 marks]
Question 2
Virtually all airline accidents and major incidents are the results of a series of contributing factors –
both major and minor -coming together to produce a serious situation. In each of the cases below
include in your answer a description of the various factors involved in the development of the
situation, including the role CRM played in the incident.
(a) Discuss an airliner accident with which you are familiar in which poor CRM played a
significant part in the unfavourable outcome of the situation. (10 marks)
The Kegworth B737 accident occurred on 8/1/89 subsequent to crash landing on the M1 motorway
outside of the East Midlands airport. After taking off from Heathrow the Belfast bound flight was
cruising through to 35,000 feet when a fan blade on the left engine was ruptured. The pilots were
unsure of the source of the sound and at the same time heard a pounding noise with severe
vibrations. Smoke entered the cabin through the ventilation system and several passengers noticed
the smoke and sparks from the left engine. The Captain disengaged the plane’s autopilot after
being given the impression from the First Officer that the right engine had the failure.
CRM plays a critical aspect as the Captain did not divide the task appropriately as he hand flew
the aircraft and was trying to make key decisions. Instead he should have handed over some of the
tasks to the First Officer. An authority gradient existed, which prevented gathering the full
information about which engine had failed. Passengers and the cabin crew had indeed seen that
the left engine had failed. However, they assumed that the Pilot too that to mean the right engine
from the opposite direction. They therefore gave him the benefit of the doubt, as they had faith in
his knowledge and expertise.
More emphasis should have been taken on the Diagnosis of ‘DODAR’ as it was assumed that the
left engine was the problem, which was not the case.
If greater attention was paid to CRM practices the impact of the accident could have been
reduced. The flight deck crew should have paid more attention to what was relayed from the
passengers. Finally, the Captain should have given the First Officer more responsibility in order to
make more rationale decisions.
(b) Discuss an airliner incident with which you are familiar in which good CRM played a
significant part in the favourable outcome of the situation. (10 marks)
