Avionics News December 2016 - 13

Safety and a Just Culture must start with you, then be
expanded to the shop, the division, the business and corporate.
Yes, safety requires top-down leadership to support the
activities, actions and attitudes of safety and a Just Culture,
but the responsibility of a Just Culture starts with you and your
everyday approach to risk management.

but where gross negligence, willful violations and
destructive acts are not tolerated."
That is consistent with how the Just Culture has been
presented during the implementation of SMS throughout
the global aviation industry. I personally see Just Culture
as the cornerstone of an effective safety program, but
more so as the cornerstone of a successful business.
The concept of Just Culture presented as a negative,
"which front-line operators and others are not punished
for actions, omissions or decisions," is foundational
in the presentations of corporate culture contained in
the book The Nordstrom Way to Customer Service by
Robert Spector and Patrick D. McCarthy. In this book,
I read the benefits of a Just Culture in empowering
and encouraging employees, allowing and encouraging
employees to make decisions without fear of retribution
or criticism.
For those unfamiliar with Nordstrom, it is a 115-yearold American chain of department stores headquartered
in Seattle, Washington, renowned for its customer
service. The Nordstrom Way highlights the company's
philosophy to customer service and shows the direct link
between empowering employees and creating a longterm customer relationship. What does this have to do
with a Just Culture? You cannot empower employees if
there is an underlying fear of retaliation and retribution.
More important, when you are a corporation of more
than 5,000 individuals all equally empowered to act on

behalf of the company, there needs to be empowerment,
a Just Culture and an aggressive customer plan to
minimize disruptions when employees disagree with
one another - something that is not only natural but also
predictable.
As you read this, you likely won't agree with
everything I write; it's human nature. What you do
with human nature is business, and that is what The
Nordstrom Way talks about. Not only empowerment, but
also reward and the elimination of a risk-averse work
environment. You cannot have it both ways. This is
likely the most difficult part of managing this dichotomy
for the national authorities. Title 49 of the United States
Code addressing transportations states: "The Secretary
of Transportation shall assign and maintain safety as the
highest priority in air commerce."
That certainly implies a zero tolerance for risk. The
resultant risk-averse society is the natural expansion of
that philosophy but is a deterrent to modernization and
change. It is fundamentally contrary to ICAO and the
introduction of the state safety program as well as the
safety management systems. ICAO emphasizes that the
total elimination of risk is not realistic, but it supports
the concept of management of risk.
Last month, I wrote about the Federal Aviation
Administration's program of safety assurance regarding
Continued on page 65
avionics news

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december

2016

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Table of Contents for the Digital Edition of Avionics News December 2016

No label
Avionics News December 2016 - Intro
Avionics News December 2016 - No label
Avionics News December 2016 - Cover2
Avionics News December 2016 - 1
Avionics News December 2016 - 2
Avionics News December 2016 - 3
Avionics News December 2016 - 4
Avionics News December 2016 - 5
Avionics News December 2016 - 6
Avionics News December 2016 - 7
Avionics News December 2016 - 8
Avionics News December 2016 - 9
Avionics News December 2016 - 10
Avionics News December 2016 - 11
Avionics News December 2016 - 12
Avionics News December 2016 - 13
Avionics News December 2016 - 14
Avionics News December 2016 - 15
Avionics News December 2016 - 16
Avionics News December 2016 - 17
Avionics News December 2016 - 18
Avionics News December 2016 - 19
Avionics News December 2016 - 20
Avionics News December 2016 - 21
Avionics News December 2016 - 22
Avionics News December 2016 - 23
Avionics News December 2016 - 24
Avionics News December 2016 - 25
Avionics News December 2016 - 26
Avionics News December 2016 - 27
Avionics News December 2016 - 28
Avionics News December 2016 - 29
Avionics News December 2016 - 30
Avionics News December 2016 - 31
Avionics News December 2016 - 32
Avionics News December 2016 - 33
Avionics News December 2016 - 34
Avionics News December 2016 - 35
Avionics News December 2016 - 36
Avionics News December 2016 - 37
Avionics News December 2016 - 38
Avionics News December 2016 - 39
Avionics News December 2016 - 40
Avionics News December 2016 - 41
Avionics News December 2016 - 42
Avionics News December 2016 - 43
Avionics News December 2016 - 44
Avionics News December 2016 - 45
Avionics News December 2016 - 46
Avionics News December 2016 - 47
Avionics News December 2016 - 48
Avionics News December 2016 - 49
Avionics News December 2016 - 50
Avionics News December 2016 - 51
Avionics News December 2016 - 52
Avionics News December 2016 - 53
Avionics News December 2016 - 54
Avionics News December 2016 - 55
Avionics News December 2016 - 56
Avionics News December 2016 - 57
Avionics News December 2016 - 58
Avionics News December 2016 - 59
Avionics News December 2016 - 60
Avionics News December 2016 - 61
Avionics News December 2016 - 62
Avionics News December 2016 - 63
Avionics News December 2016 - 64
Avionics News December 2016 - 65
Avionics News December 2016 - 66
Avionics News December 2016 - 67
Avionics News December 2016 - 68
Avionics News December 2016 - 69
Avionics News December 2016 - 70
Avionics News December 2016 - 71
Avionics News December 2016 - 72
Avionics News December 2016 - Cover3
Avionics News December 2016 - Cover4
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