Case History – Dangerous Goods Training for Ramp and Passenger Services Personnel
American Airlines; Dallas/Fort Worth, TX, USA
Contact:
Tommy Tompkins, Training Director, 1997-2001.
Business Type:
International Airline in the USA.
Previous Training Program:
Dangerous Goods Course delivered in a computer-assisted instruction format.
Client Scenario:
American Airlines requires Ramp Services and Passenger Services employees to pass the Dangerous Goods Course Exam with a 100 % passing score in order to continue employment. Participants were having difficulty achieving the 100 percent score, based on the self-paced CBT computer lesson.
A company-wide re-training was implemented using a 4-hour instructor-led course on the acceptance and loading of Dangerous Goods onto passenger aircraft. The new course would need to ensure that employees would achieve the 100% passing score required by American Airlines.
System Implemented:
Karen Gentry-Sizemore, an ICAL trained consultant, redesigned the Dangerous Goods Course for the airline using Accelerative Learning Methodology. The course was delivered to 30,000 Ramp and Passenger Service employees over a 45-day period, as required by the FAA.
Accomplishments:
Curriculum for New Hire Ticket and Gate Agents (including Dangerous Goods) won the ASTD “Excellence in Practice Award” over 60 competing companies worldwide based on effective training and ROI. Attrition due to training failure dropped from 43 percent to 4 percent, resulting in an annual savings of $967,500. 96 percent of employees met the required completion date with the 100 percent passing score required.
Satisfaction:
- Employee groups stated that the course was the most effective course covering Dangerous Goods that they had ever experienced.
Knowledge:
- Improved identification and documentation of Dangerous Goods materials
- Increased test results due to improved comprehension of material presented using Accelerative Learning Course Design.
Application:
- Improved productivity by reduced check-in time by Customer Service Agents
- Improved productivity with Ramp Services Personnel by improving aircraft load time, therefore improving on-time departures.
Return on Investment:
- Passed FAA audit on acceptance and loading of Dangerous Goods
- Avoided FAA fines relating to Dangerous Goods
- Improved productivity
- Course investment: $755,000 for 30,000 employees over 5 months
- Training failure dropped from 43 percent to 4 percent, resulting in an annual savings of $967,500
- Avoided FAA fines of several million dollars by successfully passing 96% of all 30,000 employees
- Dangerous Goods incidents dropped to zero after the Dangerous Goods Course was completed
- Return on Investment: 128% over 12 months (and the Course is still in use).
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