Maintenance operations are a vital part of any airline's performance, safety, and reputation. However, they can also be challenging, complex, and costly. How can you create a culture of stakeholder engagement in your maintenance operations that can improve efficiency, quality, and customer satisfaction? Here are some tips to help you achieve this goal.
The first step is to identify who are the key stakeholders involved in your maintenance operations. These may include your maintenance staff, engineers, technicians, managers, suppliers, regulators, customers, and other internal and external parties. You need to understand their roles, responsibilities, expectations, and interests in relation to your maintenance activities. You also need to assess their level of influence, impact, and involvement in your maintenance decisions and processes.
Agree with all the above - I would add that Stakeholder motivation to succeed is also key to understanding each input, or output.
Identificar a las partes que intervienen en los procedimientos dentro de los diferentes procesos, tomando en cuenta sus respectivos roles para trabajar en conjunto, enfocados en un solo objetivo ya que la garantía de un buen trabajo se basan en que las tareas sean sistemáticas y no independientes, garantizando los resultados.
Recognizing the importance of stakeholder engagement in maintenance operations is crucial. Identify key stakeholders like staff, engineers, suppliers, and regulators. Understand their roles and interests. Assessing stakeholder influence involves delving into their impact on decision-making and processes. Evaluate their level of involvement, consider their historical contributions, and understand how well their interests align with the overarching objectives of maintenance operations. Adopting a systematic approach to identifying and assessing stakeholders aims to cultivate a collaborative culture that takes diverse perspectives into account in pivotal maintenance decisions.
The second step is to communicate effectively with your stakeholders. This means sharing relevant information, feedback, and updates on your maintenance plans, goals, progress, and outcomes. You also need to listen to their opinions, concerns, and suggestions, and respond to them in a timely and respectful manner. You can use various channels and methods to communicate with your stakeholders, such as meetings, reports, newsletters, surveys, emails, phone calls, or social media. You should also tailor your communication style and content to suit the needs and preferences of different stakeholder groups.
I would add that that acting on feedback is important to demonstrate that you value input from your stakeholders, and that their input can lead to positive change.
La comunicación efectiva se sostiene en generar, documentar, comunicar y actualizar métodos y prácticas de mantenimiento con la finalidad de mejorar continuamente, utilizando tecnologías apropiadas y acordes a las áreas de trabajo en relación con los encargados de las diferentes áreas.
Communication play a pivotal role, basis which the situation acan be handled well and focus can be brought on the action plan and implementation rather than ending up in blame game situation.
The third step is to collaborate and cooperate with your stakeholders. This means working together to achieve common objectives, solve problems, and implement improvements in your maintenance operations. You should also seek to align your maintenance strategies and practices with the expectations and requirements of your stakeholders, and ensure that they are consistent and transparent. You can foster collaboration and cooperation by creating cross-functional teams, involving stakeholders in planning and decision-making, establishing clear roles and expectations, and providing incentives and recognition.
Examples of collaboration include involving the production department in the identification of maintenance needs to improve equipment availability; collaboration with procurement teams to source equipment spares and supplies to optimize stock holding.
La cooperación y la colaboración de las partes que intervienen en los diferentes procesos deben concentrarse en fomentar el trabajo en equipo y no en independizar sus procesos, ya que el resultado reflejará su manera de trabajo.
From my experience, the details of the issues can be best shared by the user dept as they run the machine day in day out and for sorting out the issues it very necessary to understand the series of activity or things that happened before breakdown. This will help to join the dots and conclude the reason for breakdown. by collaborating and co operating with stake holders will build the trust and they will also feel engaged, valued and as a part of team for sorting out the issues and providing solution.
The fourth step is to build trust and rapport with your stakeholders. This means developing positive and respectful relationships, based on honesty, integrity, and professionalism. You should also demonstrate your commitment, competence, and reliability in delivering high-quality maintenance services and results. You can build trust and rapport by being open and accountable, delivering on your promises, admitting and correcting your mistakes, and showing appreciation and empathy.
Maintenance function is service provider, so building trust and rapport with stake holders and team members is a key to success for individual and as a team, to fortify the outputs and reliability in maintenance services provided.
The fifth step is to monitor and evaluate your stakeholder engagement in your maintenance operations. This means measuring and analyzing the effectiveness, efficiency, and satisfaction of your stakeholder interactions and relationships. You should also collect and review feedback from your stakeholders, and identify areas of strength and weakness in your stakeholder engagement. You can monitor and evaluate by using indicators, metrics, benchmarks, and tools, such as key performance indicators (KPIs), surveys, audits, or dashboards.
Monitoring and evaluating the process and progress will help in identifying the loops and closing it and areas for improvement to be worked upon.
The sixth step is to learn and improve your stakeholder engagement in your maintenance operations. This means using the data and insights from your monitoring and evaluation to identify and implement actions that can enhance your stakeholder engagement. You should also seek to continuously improve your stakeholder engagement by adopting best practices, innovations, and standards in your maintenance operations. You can learn and improve by setting goals and targets, creating action plans, allocating resources, and reviewing and adjusting your stakeholder engagement strategies and tactics.
Yes, it is very important to keep learnings and improving on the service provided ensuring customer satisfaction and trust. This is the biggest reward you can get for yourself.
I believe that recognizing and rewarding individuals and teams for their contributions is crucial ensure a continuous improvement culture, which improves positive working relationships. This can also help motivate stakeholders to actively engage in improving maintenance processes and outcomes.