CM-09 · Cabin Crew Service Standards & Training

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Identify crew training requirements from profiles	Crew Training Planner	Jeppesen Crew Management	Crew qualification records, regulatory expiry dates, new-hire roster	Training requirements matrix per crew member	Training needs identified ≥90 days before regulatory expiry for 100% of crew	N	N
1.2	Build annual training schedule against roster windows	Crew Training Planner	SAP SuccessFactors Learning	Training requirements matrix, published crew roster, training facility calendar	Draft annual training schedule with assigned cohorts and dates	Training schedule published ≥60 days in advance for 95% of planned events	N	N
1.3	Validate training slot availability vs expiry window	Crew Training Planner	SAP SuccessFactors Learning	Draft training schedule, regulatory expiry dates per crew member	Approved training schedule or rescheduled cohort	Zero crew members scheduled for training after regulatory expiry date	Y	Y
Phase 2 2.1	Deliver SEP safety & emergency procedures training	Cabin Crew Instructor	SAP SuccessFactors Learning	Approved training schedule, current SEP syllabus per aircraft type, regulatory syllabus (FAR Part 121.433)	Completed SEP classroom and practical session records	SEP training completion rate ≥100% before regulatory expiry (FAR Part 121.433 mandatory); classroom session NPS ≥4.2/5.0	N	N
2.2	Conduct aircraft type-specific cabin familiarization	Cabin Crew Instructor	SAP SuccessFactors Learning	Aircraft configuration specs (B737-700/800/MAX 8), SEP completed status	Aircraft type familiarization sign-off per crew member	100% of cabin crew type-qualified before first line assignment on that aircraft variant	N	Y
2.3	Administer written safety knowledge assessment	Cabin Crew Instructor	SAP SuccessFactors Learning	Completed SEP and type familiarization sessions	Assessment score record per crew member	First-attempt pass rate (score ≥80%) ≥95% of cohort; average score ≥87%	N	N
2.4	Evaluate safety assessment pass/fail and route remediation	Crew Training Manager	SAP SuccessFactors Learning	Assessment score record	Pass certification or remedial training assignment	Remedial loop resolved within 14 calendar days; zero crew deployed without confirmed pass	Y	Y
Phase 3 3.1	Deliver in-flight service standards curriculum	Cabin Crew Instructor	SAP SuccessFactors Learning	Service standards manual (current version), brand and product updates from inflight services team	Completed service standards classroom session record	Service standards curriculum delivered to 100% of active cabin crew within annual training cycle; session completion rate ≥98%	N	N
3.2	Train galley management and catering loading procedures	Cabin Crew Instructor	SAP SuccessFactors Learning	Catering loading specifications, galley configuration diagrams per aircraft type	Galley management competency sign-off	Galley loading error rate on line flights ≤0.5% of sectors (measured via customer complaint and inflight report data)	N	N
3.3	Conduct mock in-flight service drill and evaluate	Cabin Crew Instructor	SAP SuccessFactors Learning	Completed service standards and galley modules, cabin mock-up facility booking	Service drill evaluation scorecard per crew member	Drill pass rate ≥90% first attempt; average service quality score ≥3.8/5.0 on evaluation rubric	Y	Y
Phase 4 4.1	Assign IOE line check flights with qualified evaluator	Crew Training Planner	Jeppesen Crew Management	Drill pass scorecard, evaluator availability roster, open line flight schedule	IOE pairing assignment for new or recurrent check crew	IOE line check flights assigned within 10 days of practical training completion for 90% of crew	N	N
4.2	Conduct IOE line check observation and scoring	Check Cabin Crew (Evaluator)	IBS Software iCrew	IOE pairing assignment, IOE evaluation form, service standards scorecard criteria	Completed IOE observation report with scored competency ratings	IOE report submitted within 24 hours of check flight; evaluation criteria coverage ≥100% of mandatory competency items	N	N
4.3	Evaluate IOE line check pass/fail threshold	Crew Training Manager	IBS Software iCrew	Completed IOE observation report, minimum competency thresholds	Line check pass certification or additional IOE assignment	IOE first-attempt pass rate ≥88%; crew requiring >2 IOE attempts flagged for remediation programme review	Y	Y
4.4	Issue FAA-compliant cabin crew qualification record	Crew Training Manager	IBS Software iCrew	IOE pass certification, safety assessment pass, all module completions	Crew qualification certificate with next-due recurrency dates	Qualification record issued within 48 hours of final IOE pass; zero records issued with incomplete module pre-requisites	N	N
Phase 5 5.1	Synchronise training records across LMS and crew system	Crew Records Administrator	IBS Software iCrew	Qualification certificate, SAP SuccessFactors Learning completion records	Reconciled crew training record in IBS iCrew and SAP SuccessFactors	Record reconciliation completed within 24 hours of qualification issuance; discrepancy rate between systems ≤0.5%	N	Y
5.2	Validate FAR Part 121.433 recurrent compliance status	Crew Compliance Analyst	IBS Software iCrew	Reconciled crew training records, FAR Part 121.433 recurrency intervals by training type	Compliance status report — pass or non-compliant flag per crew member	100% of active flying crew compliant with all FAR Part 121.433 recurrency requirements at all times; compliance dashboard accuracy ≥99.5%	N	N
5.3	Apply scheduling restriction to non-compliant crew	Crew Compliance Analyst	Jeppesen Crew Management	Non-compliant crew flags from IBS iCrew compliance report	Scheduling hold applied in Jeppesen; crew notified via automated alert	Scheduling restriction applied within 2 hours of non-compliance flag; zero non-compliant crew assigned to revenue flights	Y	Y

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Process Attributes

Identification

Process IDCM-09

L1 DomainCrew Management

L2 ProcessCrew Planning & Rostering

L3 NameCabin Crew Service Standards & Training

L4 Steps17 across 5 phases

Decision Gates5 (all with iteration loops)

Exceptions7 documented

Swim Lanes (Roles)

Crew Training Planner

Cabin Crew Instructor

Crew Training Manager

Check Cabin Crew (Evaluator)

Crew Records Administrator

Crew Compliance Analyst

Systems & Tools

Jeppesen Crew ManagementSAP SuccessFactors LearningIBS Software iCrew

Key Performance Indicators

Identify crew training requirements from profilesTraining needs identified ≥90 days before regulatory expiry for 100% of crew

Build annual training schedule against roster windowsTraining schedule published ≥60 days in advance for 95% of planned events

Validate training slot availability vs expiry windowZero crew members scheduled for training after regulatory expiry date

Deliver SEP safety & emergency procedures trainingSEP training completion rate ≥100% before regulatory expiry (FAR Part 121.433 mandatory); classroom session NPS ≥4.2/5.0

Conduct aircraft type-specific cabin familiarization100% of cabin crew type-qualified before first line assignment on that aircraft variant

Administer written safety knowledge assessmentFirst-attempt pass rate (score ≥80%) ≥95% of cohort; average score ≥87%

Evaluate safety assessment pass/fail and route remediationRemedial loop resolved within 14 calendar days; zero crew deployed without confirmed pass

Deliver in-flight service standards curriculumService standards curriculum delivered to 100% of active cabin crew within annual training cycle; session completion rate ≥98%

Airline-Specific Risks & Pain Points

Jeppesen stores expiry dates per qualification type but does not auto-generate training demand; planners must run manual extracts, creating lead-time risk when expiry windows cluster post-peak season

SAP SuccessFactors Learning schedule does not have a real-time read of Jeppesen roster data; integration relies on nightly batch sync, causing scheduling conflicts when roster changes are made intra-day

Facility and simulator capacity at crew training centres frequently bottlenecks slot availability, particularly for SEP training requiring full-scale cabin mock-ups — often forces costly overtime or third-party centre bookings

FAR Part 121.433 mandates annual SEP recurrent training; full-scale cabin mock-up availability at training centres is constrained — scheduling slippage >30 days past planned date has occurred during peak hiring periods

Fleet mix of B737-700 (-143 seats) and B737-800/MAX 8 (-175 seats) requires separate door and evacuation drills; adding MAX 8 MCAS awareness content required unplanned syllabus revision after 2019 grounding

Assessment question bank in SAP SuccessFactors Learning is not versioned against specific regulatory revision cycles; outdated questions have appeared after FAA circular updates, requiring manual audit of question pools before each cohort

Inputs / Outputs

Primary InputCrew qualification records, regulatory expiry dates, new-hire roster

Primary OutputScheduling hold applied in Jeppesen; crew notified via automated alert

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