Within the complex field of MRO, effective communication between clients and maintenance organizations plays a crucial role in ensuring seamless operations, minimizing downtime and maximizing productivity. However, despite advancements in the industry, human error is still a prevalent issue in MRO communication, leading to costly delays, misunderstandings and potentially compromising safety.
“One of the main challenges in MRO communication lies in the complexity of the tasks involved,” says a product director at Sensus Aero, a new-gen software solution for the aviation industry. “Maintenance activities often require close cooperation between technicians, engineers, suppliers and clients. This intricate system of involved parties that often communicates through several different channels increases the chances of miscommunication.”
According to Sensus Aero, misinterpretation of information or untimely communication can often lead to challenges and errors. “Clients may struggle to articulate their requirements accurately, especially when changes or updates to processes or operations are required. Plus, difficulties in communication can result from inconsistency, lack of transparency or clarity in the information provided. This can lead to costly work delays or rework, which can have unfortunate repercussions and hinder the relationship between the parties involved.”
Furthermore, the fast-paced nature of MRO operations and the pressure to meet tight deadlines can contribute to errors in communication. “In such high-stress environments, especially now that demand for MRO services is at an all-time high, individuals might overlook important details, skip essential steps, or fail to provide timely updates,” he explains.
Additionally, communication can fail when operation records are incomplete, incorrect or have been replaced. “Poor record-keeping and inconsistent practices make it hard to track changes, verify instructions, or revisit past conversations. This lack of documentation hampers efficiency and makes it tricky to find the cause of errors and take appropriate preventive measures.”
Human error within MRO communication can be addressed not only by investing in effective communication skills training for organization employees, but also by leveraging technologies. “There are quality tools created precisely with MRO organizations and their processes in mind,” the product director says. “Systems such as our Sensus Aero Customer Portal module can streamline communication between customers and service providers, allowing for fewer misunderstandings or miscommunication, which in turn saves time and costs for both parties. Our records show that, by using tools like Sensus Aero, businesses can eliminate up to 97% of human error and increase effective hours by 17%.”
Collaboration between customers and organizations is vital in minimizing human errors in MRO communication. To simplify this process and increase its effectiveness, modern tools and innovations can come to our aid.
Sensus Aero is a family member of Avia Solutions Group – the world’s largest ACMI (aircraft, crew, maintenance and insurance) provider with 180 aircraft fleet, operating across every continent of the world. The Group also provides various aviation services such as MRO (maintenance, repair, and overhaul), pilots and crew training, ground handling and other interconnected solutions.