Ranking of aircraft maintenance organization based on human factor performance

• Human performance in aircraft maintenance is key to rank the organisations.
• MRO management, infrastructure and many factors are identified and scaled.
• A multi-criteria decision model is devised to rank the maintenance contractors.
• The scientific approach is based on literature survey and data collection.
• Provide a decision making tool for airlines, regulators, insurance firms.

Aircraft maintenance organisation is a complex socio-technical setup, where human factors influence the quality of aircraft maintenance service. Maintenance service quality is assessed based on the commitment of management and its ability to provide suitable facility, tools, spares and manpower supported with comfortable environment and maintenance procedures. Assessment of the service quality of the aircraft maintenance organisation is a complex process. Airlines, regulators, insurance companies and other agencies need decision support system, to assess the performance of a maintenance organisation. This paper provides criteria and scientific approach for assessing the maintenance organisation; it presents a methodology of applying Analytical Hierarchy Process to prioritise the key functions and to rank the maintenance organisations under study. The study has established that maintenance service quality in airline is directly correlated to its fleet size.