Gulfstream has implemented an SMS program using Q-Pulse software across its 12 product support facilities, 2 manufacturing facilities, and engineering and operations organizations. The SMS business model provides centralized oversight with site-level accountability. Q-Pulse was selected for its strong customer support, local adaptability, and ability to follow Gulfstream's existing SMS processes. Gulfstream has customized Q-Pulse modules, integrated it with their SMS processes, and modified classifications and risk assessments to fit their needs while preparing for future growth.

1. Adapting Q-Pulse to your SMS
Business Model
Patrick Manley
Gulfstream Safety Management Systems

2. Gulfstream Worldwide Installations
Gulfstream
SMS as of 2014
• 12 Product Support facilities around the world including CLS
• 2 manufacturing & 2 Completion Center facilities in Savannah GA
• Engineering organization
• Flight Operations
• Sales and Marketing
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3. Gulfstream SMS Business Model
• Provide a practical, functional and compliant program for
managing risk
– Centralized program oversight at a corporate level
– Site level accountability and responsibility via site focal
– Scalable, consistent process design allowing for operational
differences
• lean the process, yet bolster the resulting effects
– Procure a software program with:
• strong customer service support
• local adaptability
• a capability to follow existing SMS processes
• a capability that leans/enhances existing SMS process
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4. End User Base
• 13000~ person user base for reporting via web
• 200~ investigators using client
• 17 SMS Managers/Coordinators using client
• 7 SMS Corporate level program managers per business
unit using client
Engineering &
Flight Operations
Production Materials
Sales &
marketing
Repair Stations
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5. A Practical SMS
Disciplinary
determination
Y/N?
Dispute
Appeals
Process
Management team
engagement
GAC Safety
Performance
Monitoring
Site Safety Council
Event Review
Team (ERT)
Prevention/Reduction
strategy oversight
Recommendations
Investigation results
Monthly Site Safety
Review
Event
Risk Assessment
Hazard Report
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6. Q-Pulse Design & Installation Considerations
• Module use
– Occurrence Reporting
– Audit/Assessment
– CA/PA
– Documents
• Hosted or firewalled servers
• Shared workstations, individual computer access or both
• Audience differences
• iPad usage and who will use it
• Roll out (stepped or blanket)
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7. Transition (Paper to Pixels)
• Things to consider when planning the transition
– Workforce capability
– What does employee engagement look like
• What is the pulse of the people…pun intended
– Employee-base opportunity and availability to access the
program/web
– Ease of use for your predominant population
• Largely computer friendly or limited computer knowledge
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8. SMS Process Integrated with Q-Pulse
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9. Report Types Available
• Custom Made Reports
– Resemble previously
used legacy paper
reports
– Little end-user change
experience
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10. Locations Upgrade
• Allowed for
streamlined report
access
– Previous version
required a form each
type for each location
– Routing configuration
the largest, most useful
enhancement to date
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11. Incident Management
• Stages modified to follow GAC SMS process model
• Investigation and Root Cause stages are separated to allow for better
data capture
• Contributing factors versus Root Cause
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12. Classifications Use
• Maintenance Error
Decision Aid (MEDA)
• Human Factors
Classification Systems
• Continuing to advance the
categories from “other” as
more defined information
becomes available and
with repetition
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13. Risk Assessments using SPE Model
• Severity/Probability/Exposure
• Allows for tempering of what could always be considered
“catastrophic”
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14. Managing the Information Bow Wave
• Prepare your teams
– That people will test your system with seemingly minor/irrelevant
reports
• Act anyway…builds system confidence
– Talk to others if it doesn’t work
– Once confidence is gained by the masses, reporting rate will double
• Exercise your process vigorously at first and find your
balance
– Stabilize and manage program/employee expectations
• Give feedback to the reporter at every opportunity if your
process and population supports it
– Some may not elect to have emails at every status change
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15. Start, Stop and Continue
• Start
– Communications early and don’t stop
– Leveraging Q-Pulse adaptability
– Leveraging Q-Pulse’s powerful analysis engine
• Stop
– Making excuses, make differences
– Tweaking a good program where not appropriate
• Continue
– Delivering meaningful and actionable metrics
– Communications
– Exercising patience, objections to new programs will subside
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16. Stabilizing a System While Preparing for Growth
• It will become popular to business leaders when real
capabilities and metrics are known, understood and
monitored
– Occurrence Reporting and Risk Management
– Plan early and communicate
– Q-Pulse is highly adaptable
• Engage your internal business partners and Gael Q-Pulse
representative to understand your growth and Q-Pulse
advantages available to you.
Product Damage Employee Injury IQI Security
Quality Escapes Entry into Service Field Service Air Safety Reports
Ground Safety Reports Normal Event Reports
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17. Questions
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