Each year, KLM’s Aircraft Towing Department is responsible for towing almost 100,000 aircraft from departure gates to positions where they can then taxi under their own steam. It also tows around 25,000 aircraft per year for servicing and temporary parking. As the airline industry negotiates a fine balance between time pressure and safety, KLM asked us to further develop its employee training programme. This has reaped rewards: the number of incidents has fallen by 50 per cent.

Despite continuous staff training, KLM was still experiencing safety issues. Two main reasons for this were strict time pressures and interpersonal relationships. Based on research into the key causes of traffic incidents (using the Road Safety Check module), we created and then implemented an action plan to embed safety in workplace culture. To achieve this, we worked on optimising collaboration (using the Active Safety module). Having a high-quality dialogue on safety was key. Our approach resulted in increased employee commitment and reduced risk behaviour.

Although senior management signed a Safety Policy Statement to affirm the commitment to safety, it was vital for the workforce to be on board. TÜV Rheinland’s research demonstrated that aligning driver behaviour with safety targets significantly reduced the number of incidents. KLM has played a vital role in the development of e-Driver’s current Road Safety Check, Target on Safety and Activate Safety modules.