CM-14 · Crew Performance Management · Airlines Process Wiki

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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	Aggregate crew flight duty period records	Crew Performance Analyst	Jeppesen Crew Management	Published rosters, completed duty reports, ACARS sign-on/sign-off logs	Crew duty history dataset; cumulative flight hours register	Data completeness ≥99% within 24 hrs of duty completion	N	N
1.2	Extract simulator training completion records	Training Records Coordinator	CAE Simfinity Training Management	Completed simulator session logs; CAE Simfinity session completion events	Training currency status per crew member; upcoming expiry alert list	Training record update latency ≤4 hrs post-session; record accuracy ≥99.5%	N	N
1.3	Collect in-flight LOSA & IOE observation reports	Check Airman / Standards Captain	Jeppesen Crew Management (LOSA observation module)	Line Operational Safety Audit (LOSA) forms; Initial Operating Experience (IOE) completion records	Standardised crew observation reports; threat-and-error management (TEM) scores per crew	≥2 line observations per crew member per 12-month rolling window; observation form completion rate ≥95%	N	Y
1.4	Aggregate customer satisfaction scores by crew assignment	Crew Performance Analyst	Medallia CX Platform / Amadeus Altéa PSS (crew-flight linkage)	Post-flight NPS surveys; in-flight service feedback; complaint records	Crew-attributed satisfaction scorecard; NPS and complaint rate per crew member	Crew-attributed NPS ≥72; cabin crew complaint rate <0.3 per 1,000 PAX	N	N
Phase 2 2.1	Validate recurrent training compliance deadlines	Training Compliance Manager	Jeppesen Crew Management (qualification tracking module)	Crew training currency records; FAR Part 121.433 compliance calendar; carrier AQP programme schedule	Training compliance status matrix; 30/60/90-day expiry alert distribution	Zero crew members operating with lapsed recurrent training; ≥30-day advance alert issued for 100% of expiring qualifications	N	Y
2.2	Review proficiency check results and competency grades	Chief Pilot / Standards Captain	CAE Simfinity Training Management / Jeppesen Crew Management	Completed proficiency check (PC) grade sheets; simulator session recordings; AQP competency unit scores	PC pass/fail determination; graded competency assessment per AQP unit; recheck scheduling flag	First-attempt PC pass rate ≥94%; recheck completion within 30 days of initial failure	Y	Y
2.3	Verify medical certificate currency and fitness-for-duty status	Crew Scheduling Coordinator	Jeppesen Crew Management / CASS (Crew Authorisation & Scheduling System)	FAA First Class medical examination reports from AME; crew qualification records	Medical currency status flag per crew member; crew legal-to-fly determination	100% medical certificate currency verified before scheduling assignment; zero FAR Part 61.23 violations	Y	Y
2.4	Assess type rating and route qualification currency	Training Records Coordinator	Jeppesen Crew Management / Amadeus Altéa PSS (crew qualification module)	Type rating certificates; route qualification records; recency requirements per FAR Part 121.439	Crew qualification matrix; route and fleet assignment eligibility flags	Qualification matrix accuracy ≥99.9%; zero illegal crew assignments attributable to qualification data error	N	Y
Phase 3 3.1	Compile integrated performance scorecard per crew member	Crew Performance Analyst	AWS Redshift / Tableau (crew performance analytics dashboard)	Duty records from Jeppesen; training grades from CAE Simfinity; LOSA scores; CSAT data from Medallia; FOQA exceedance flags	Consolidated crew performance scorecard (quarterly); percentile ranking within crew category	Scorecard completion rate 100% within 30 days of quarter-end; data freshness ≤24 hrs from source systems	N	N
3.2	Review FOQA exceedances and ASAP safety report history	Safety Manager / Chief Pilot	FOQA (Flight Operational Quality Assurance platform) / ASAP tracking system	FOQA exceedance alert reports; ASAP self-disclosure submissions; ATC incident notifications	Safety event summary per crew member; corrective action flags; ASAP ERC review outcomes	FOQA exceedance rate <2.5 per 1,000 flight hours; ASAP report ERC review cycle ≤14 days	Y	Y
3.3	Conduct formal performance appraisal interview	Chief Pilot / Fleet Manager	SAP SuccessFactors (Performance & Goals module)	Compiled performance scorecard; training records summary; safety event history; prior appraisal ratings	Signed performance appraisal document; development goals for next period; performance rating	Appraisal completion rate ≥98% within performance period; crew satisfaction with appraisal process ≥75% (internal survey)	Y	N
Phase 4 4.1	Initiate Performance Improvement Plan with union review	Chief Pilot / HR Business Partner	SAP SuccessFactors (PIP workflow module)	Below-threshold performance appraisal; applicable CBA provisions; HR policy framework	Signed PIP document; action timeline with milestone dates; union representative notification	PIP initiation within 10 business days of appraisal decision; ≥70% PIP completion success rate (crew returns to standard performance)	N	Y
4.2	Schedule targeted remedial simulator or recurrent training	Training Scheduling Coordinator	CAE Simfinity (simulator booking) / Jeppesen Crew Management	PIP-specified training requirements; simulator capacity calendar; crew availability roster	Confirmed simulator training assignment; crew notification; updated Jeppesen training record	Remedial training scheduled within 21 days of PIP initiation; simulator slot utilisation ≥85%	N	Y
4.3	Monitor PIP milestone progress and conduct gate reviews	Chief Pilot / HR Business Partner	SAP SuccessFactors / Jeppesen Crew Management	Completed training results; line observation scores; PIP milestone schedule	PIP progress report; pass/continue/escalate/terminate decision per gate	Gate reviews completed on schedule ≥95%; escalation decision issued within 5 business days of missed milestone	Y	Y
Phase 5 5.1	Generate FAA/AQP regulatory compliance report	Compliance Manager	Jeppesen Crew Management / AWS S3 (compliance data lake)	Crew qualification records; training completion data; medical certificate currency; PC results	AQP compliance report; ATOS audit evidence package; FAA programme approval data	Regulatory report submission on-time rate 100%; zero FAA violation notices attributable to reporting failures	Y	Y
5.2	Update crew qualification records in PSS and crew system	Training Records Coordinator	Amadeus Altéa PSS / Jeppesen Crew Management	Completed training events; new qualifications issued; medical certificate updates; PIP outcomes	Updated qualification eligibility flags in Altéa and Jeppesen; crew scheduling restrictions lifted or applied	Record update latency ≤4 hrs post-qualification event; dual-system sync accuracy ≥99.99%	N	Y
5.3	Archive performance records per regulatory retention policy	Crew Records Administrator	AWS S3 (document archive) / SAP SuccessFactors	Performance appraisals; PIP documents; training records; safety event reports; medical records	Archived records package; retention schedule compliance confirmation; access control audit trail	Record archival within 5 business days of period close; zero GDPR or FAR Part 121.683 retention violations	N	N

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Process Attributes

Identification

Process IDCM-14

L1 DomainCrew Management

L2 ProcessCrew Planning & Rostering

L3 NameCrew Performance Management

L4 Steps17 across 5 phases

Decision Gates6 (all with iteration loops)

Exceptions11 documented

Swim Lanes (Roles)

Crew Performance Analyst

Training Records Coordinator

Check Airman / Standards Captain

Training Compliance Manager

Chief Pilot / Standards Captain

Crew Scheduling Coordinator

Safety Manager / Chief Pilot

Chief Pilot / Fleet Manager

Chief Pilot / HR Business Partner

Training Scheduling Coordinator

Compliance Manager

Crew Records Administrator

Systems & Tools

Jeppesen Crew ManagementCAE Simfinity Training ManagementJeppesen Crew Management (LOSA observation module)Medallia CX Platform / Amadeus Altéa PSS (crew-flight linkage)Jeppesen Crew Management (qualification tracking module)CAE Simfinity Training Management / Jeppesen Crew ManagementJeppesen Crew Management / CASS (Crew Authorisation & Scheduling System)Jeppesen Crew Management / Amadeus Altéa PSS (crew qualification module)AWS Redshift / Tableau (crew performance analytics dashboard)FOQA (Flight Operational Quality Assurance platform) / ASAP tracking systemSAP SuccessFactors (Performance & Goals module)SAP SuccessFactors (PIP workflow module)CAE Simfinity (simulator booking) / Jeppesen Crew ManagementSAP SuccessFactors / Jeppesen Crew ManagementJeppesen Crew Management / AWS S3 (compliance data lake)Amadeus Altéa PSS / Jeppesen Crew ManagementAWS S3 (document archive) / SAP SuccessFactors

Key Performance Indicators

Aggregate crew flight duty period recordsData completeness ≥99% within 24 hrs of duty completion

Extract simulator training completion recordsTraining record update latency ≤4 hrs post-session; record accuracy ≥99.5%

Collect in-flight LOSA & IOE observation reports≥2 line observations per crew member per 12-month rolling window; observation form completion rate ≥95%

Aggregate customer satisfaction scores by crew assignmentCrew-attributed NPS ≥72; cabin crew complaint rate <0.3 per 1,000 PAX

Validate recurrent training compliance deadlinesZero crew members operating with lapsed recurrent training; ≥30-day advance alert issued for 100% of expiring qualifications

Review proficiency check results and competency gradesFirst-attempt PC pass rate ≥94%; recheck completion within 30 days of initial failure

Verify medical certificate currency and fitness-for-duty status100% medical certificate currency verified before scheduling assignment; zero FAR Part 61.23 violations

Assess type rating and route qualification currencyQualification matrix accuracy ≥99.9%; zero illegal crew assignments attributable to qualification data error

Airline-Specific Risks & Pain Points

Missing ACARS sign-on/sign-off data during irregular ops causes duty time calculation gaps requiring manual correction in Jeppesen; sync delays post-disruption inflate analyst reconciliation workload by 30–40%

Third-party simulator vendor API reliability varies — CAE Simfinity batch exports rather than real-time push require overnight reconciliation; discrepancies between carrier records and CAE records require manual adjudication with vendor

Check airman availability conflicts with revenue operations — scheduling a standards captain as observer removes a qualified crew member from a revenue flight; subjective scoring inconsistency across check airmen requires periodic inter-rater reliability calibration sessions (FAR Part 121.409)

Survey response rate <15% limits statistical significance at individual crew level — scores based on <5 responses are flagged as unreliable; Altéa crew-to-flight linkage requires manual reconciliation when irregular ops causes crew substitutions not captured in final manifest

FAR Part 121.433 recurrent training windows are crew-type specific and vary by AQP approval — Jeppesen qualification rules must be manually updated when FAA approves AQP amendments; last-minute scheduling conflicts (crew illness, irregular ops) cause near-miss compliance breaches requiring emergency simulator slots

Inconsistent grading standards across check airmen require periodic inter-rater reliability audits — FAA ATOS inspectors have cited grading variance in Part 121 operator evaluations; simulator slot scarcity for MAX-type recurrent events (shared with new-entrant type rating candidates) causes recheck scheduling delays beyond the 30-day window

Inputs / Outputs

Primary InputPublished rosters, completed duty reports, ACARS sign-on/sign-off logs

Primary OutputArchived records package; retention schedule compliance confirmation; access control audit trail

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