Continuous process improvements lead to success, accolades for C-17 program Published June 4, 2010 By Wayne Crenshaw 78th Air Base Wing Public Affairs ROBINS AIR FORCE BASE, Ga. -- In the past five years, the 562nd Aircraft Maintenance Squadron has experienced explosive growth, adding more than 500 members to its ranks to tackle its spiraling workload. During that same time, the unit has also maintained a stellar record for pushing C-17s out the door on time. That accomplishment was a key reason the 402nd Maintenance Wing was given the 2010 Maintenance Repair & Overhaul Military Center of Excellence Award earlier this year by Aviation Week. The unit's emphasis on process improvements and Lean principles is what helps the squadron maintain such a high on-time delivery rate despite its growth, said Ed Montano, squadron director. "It's a continuous improvement process," he said. The C-17 area operates under contract with Boeing, with Robins doing heavy maintenance and modifications on the aircraft. Montano said the squadron's success can be attributed to good partnerships it has not only with Boeing but the union. He said the squadron works hard to maintain good communications with the union, adding that was particularly helpful amid the recent production surge in the 402nd. Concerns workers had about hours and overtime, or other issues were quickly addressed, heading off any anxiety workers may have had about what the surge would mean to them, said Montano. David Jones, squadron union representative, said better communication between the two sides has improved labor/management relations in the unit. A test program to reduce grievance procedures has also proven effective, he said. Workers were excited to have won the Aviation Week award, he noted, adding "It shows the quality of the work and the pride people take in the jobs they do." Montano also credited the squadron's success to the significant number of the new hires who have come from private industry, such as Delta, American Airlines and Boeing. They have contributed ideas for process improvements from their maintenance experiences in other environments, he said.