marchapril2021 - 28

RAMP MANAGEMENT
organization needs to make their efforts
internal and collaborative. It's important
to realize that everyone, from the CEO
to the frontline employees, has valuable
experience they can contribute to be
catalogued.
" That can be as simple as
understanding and taking the time to
observe how tasks are actually being
completed on a regular basis. Is the
processes that management thinks are
occurring out on the ramp really what's
happening? Or do they vary some? And
some of that variance might actually
be good, so you've got to capture that, "
France continued.

The Consequences of " KNOWING "
When an employee works based on just what he or she thinks they
know, tragedy can strike.
AUTHOR WALKER JAROCH
There are times when tribal knowledge can
be a benefit. For example, when training new
employees, it can be helpful when discussing the
background of the organization, lessons learned,
and how to best work and communicate with
fellow staff and customers. But it also has the
potential for serious negative consequences,
especially when old habits become today's
norms.
Keith Clark, quality control and technical support
rep, Phillips 66 Aviation, says tribal knowledge
can wreak havoc when it comes to a fueling
operation and lead to inadvertent misfuelings.
" One negative example of tribal knowledge that
I see is with verifying fuel type. People learn
that a certain type of aircraft takes a certain
type of fuel. Somebody trained them to believe
that's fact, and it becomes common knowledge.
Because of that, they don't verify fuel type with
the pilot, " Clark says.
Misfueling can easily become a deadly mistake
and is why Clark pushes communication in
training and urges other trainers to do the same.

A TAC Air
employee
brings in
a medical
King Air.

" As a part of Phillips 66's Save a Life, Verify Fuel
Type campaign, we're raising awareness of the
critical need to communicate and confirm fuel
type with the pilot, " adds Clark. " The pilot must
also communicate fuel type and confirm fuel
type. Communication between the pilot and line
staff is the first step in preventing misfuelings.
Pilot confirmation of fuel type before leaving the
airport is the final step. "

TAC AIR

He added that communication,
therefore, is critical, whether that is
holding monthly safety meetings and
reviewing operations, or instituting
non-punitive hazard reporting so
employees can feel safe speaking up
when they think a new or existing
policy or procedure poses a risk itself.
France warned this shouldn't come
in the form of rigid, inf lexible policy
and procedure from the top.
" Yes, there needs to be f irm
guardrails that say, 'this is a do not
cross line right here.' But being able to
have that conversation and allow for the
feedback to come back to managers and
the folks that are writing policy can go a
long way. Because the most surefire way
to get deviation from a policy is to create

a rigid inflexible policy and procedure
without input from all stakeholders, "
France said.
" Employees should feel empowered
to ask questions, " added Clark. " Ask
why or how, even for the simplest
things. If an employee hears something
differently in training, or if they've
read something different, question it.
We encourage the Phillips 66 branded
network of FBOs to always reference
the training materials provided by the
industry and reach out if you have a
question. "
For veteran workers, they should
routinely self-evaluate to make sure
they haven't ingrained any functional,
but unsafe, work habits by reviewing
the processes and latest guidelines. Clark
said veterans shouldn't be afraid to
A TAC Air-LIT ramp towing.
TAC AIR

28 \ AIRPORTBUSINESS / MARCH/APRIL 2021

Clark says tribal knowledge
can show its ugly side
when it comes to filtration
as well, since the aviation
industry is constantly
changing related standards
and guidelines.
" For example, the industry
changed the coalescer/
separator elements to
6th edition in 2016 and
the monitor, or water
absorbing, elements were
changed to 7th edition in
2018. This was years ago,
but I'm seeing FBOs use the
old filters, " says Clark.

Keith Clark, quality
control and
technical support
rep, Phillips 66
Aviation, lectures
He adds that it isn't just an during a training
FBO problem, but an issue session.
on the supplier side too.
PHILLIPS 66
" Because they still produce
the older versions of those filters for other
non-aviation applications, they get mistakenly
distributed to FBOs. The FBO staff should ask the
filter distributor for the current filter similarity
data sheet and verify the elements are the latest
edition and applicable with their fuel type, " Clark
says.
He adds that when ordering filter elements,
always order by giving this information: Model
and serial number of filter vessel, fuel type (Jet A,
Jet A with FSII, or Avgas 100LL) and
the location of vessel (fuel farm or refueler).

admit they don't know everything and
keep current with the latest by asking
questions even if they feel they should
know the answer.
" They should assume that things
have changed. They should maintain
constant training and education. They
should take a hard look at the things
they've been doing for the past 20 years
and wonder if they've been doing it that
way 'just because that's how it's always
been done,' " Clark added.
An effective way for long-time
employees to stay current is to take on
training roles.
" Employees with more experience
should serve in a training role, " said
Clark. " If they're responsible for
training others, then it's more of their
responsibility to ensure they're teaching
the most accurate and up-to-date
guidelines. " 
marchapril2021

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