Teamwork in the Terminal Area: Organizational Issues and Solutions

Dynamic growth and technology advances in commercial aviation have turned the terminal area into a complex, multi-organization workplace which requires the smooth coordination of many operational teams. In addition to pilots, cabin crew, air traffic controllers, and dispatch (who nominally work together throughout a flight), surface operations additionally involve local, ground and ramp controllers, ramp agents, maintenance, dozens of service contractors, and any number of teams who are responsible for airport operations. Under abnormal or emergency conditions, even more teams become actively involved. In order to accommodate growth and to meet productivity and safety challenges, numerous changes are being made in surface operations. Unfortunately, it is often the case that changes in technologies, organizational roles, procedures, and training are developed and implemented in isolated and piecemeal fashion without regard to cross organizational impact. Thus, there is a need for evaluation methodologies which assure integrated system safety for all organizations. Such methodologies should aid the understanding of how organizations work together and how changes in one domain affects the next. In this study, we develop one approach toward addressing these organizational issues. Examples of surface operations in abnormal situations are examined in regard to their impact on personnel in the terminal area. Timelines are given for the responses to incidents, along with the necessary communication links, the specific roles that members of terminal teams have, and any overlapping responsibilities. Suggestions to improve cross-operational teamwork are given. Methods of graphic representation are explored, both in regards to human links and access to information. The outcome of such an approach should enhance the understanding which is critical for resolving organizational conflicts and maximizing system effectiveness.