In the complex field of MRO, effective communication between clients and maintenance organisations plays a crucial role in ensuring seamless operations, minimising downtime, and maximising productivity. However, despite advancements in the industry, human errors are 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 Laimonas Antanaitis, 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 Antanaitis, 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. Furthermore, difficulties in communication can strive 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 contribute to errors in communication. “In such high-stress environments, especially now when the demand for MRO services is at an all-time high, individuals may 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 get 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 tough to find the cause of errors and take preventive measures.”
Such human errors in MRO communication can be addressed not only by investing in effective communication skills training for organisation employees but also by leveraging technologies. “There are quality tools created precisely with MRO organisations and their processes in mind,” Laimonas 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 hands 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 errors and increase effective hours by 17%.”
Collaboration between customers and organisations is vital in minimizing human errors in MRO communication. And to simplify the process and increase its effectiveness, modern tools and innovations come to 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 on all continents in 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.