FSTR Take Home Assignment

Exercise 1 will assess how you respond to tickets reported from the field and Exercise 2 will illuminate how you respond to emergencies.

Exercise 1: Responding to Tickets

Your mission, as a Field Support Team (FST) Representative, is to support operators by solving problems encountered in the field. You will
liaise with both Flight Operations and Engineering teams to resolve issues as and when they occur in the field.

These problems are called In-Service Feedback and are reported in the form of Operations Service Desk (OSD) tickets using an issue
tracking platform called Jira. As an FST Representative, you will act as the first responder on OSD tickets. To resolve issues quickly, you will
analyze visual details provided by the reporter, as well as pull flight logs/plots (accessible via a flight ID) to kickstart troubleshooting and
RCCA. You are granted ticket triaging privileges, enabling you to edit and assign OSD tickets, request more/clarifying information from
reporters as needed, and escalate to the right engineering team when the issue/resolution exceeds your expertise. This take-home
assignment simulates that responsibility - you will be working with real tickets.

Deliverable

Triage and resolve the following two simulated OSD tickets.  Because you do not have access to Jira, flight logs and analysis plots, we
have exported the necessary information below.

Please provide a slide deck (Google Slides, Microsoft PowerPoint, or similar) as if you are going to give a ten minute presentation on your
response to each ticket. Please frame each response in near-term and long-term actions.

Problem 1: OSD-10233: SBDY-694 Left Tail Fin Cracked

Description: Whilst nominal operations were going on the 5/11/2021 a crack was found on SBDY-694 left tail fin it was grounded.

Problem 2: OSD-8988: Zip 600 Returned With Package

Description: After a Nominal Recovery, it was discovered that Zip 600 with Flight ID 8-49304 has its package in it with the drop mechanism
doors closed.
Exercise 2: Responding to an Emergency
On October 29th, 2018, Lion Air flight 610, operating a Boeing 737 Max 8, crashed into the Java Sea thirteen minutes after takeoff, killing all
189 passengers and crew aboard. Less than five months later on March 10th, 2019, Ethiopian Airlines Flight 302, also operating a Boeing
737 Max 8, crashed outside Addis Ababa, killing all 157 people aboard. These tragedies led to the worldwide grounding of Boeing’s entire
737 Max fleet between March 2019 and December 2020.

Deliverable

Please provide a slide deck (Google Slides, Microsoft PowerPoint, or similar) as if you are going to give a twenty minute presentation for the
following parts:

Part 1: Please explain the root cause analysis of these incidents.

Part 2: The date is March 11th, 2019, the day after the Ethiopian Airlines incident.  How would you have responded if you were tasked with
leading an international response? You may assume that you have direct and wide-ranging power to improve, correct, or inform anything
within Boeing, any airline operating a 737 Max, or anything in government pertaining to transportation and transportation safety.

References

You may use the following references, but we also encourage you to perform your own research:

Lion Air Flight 610

Ethiopian Airlines Flight 302
Boeing – what caused the 737 Max to crash? | DW Documentary

The crashed Lion Air 737 Max had the same malfunction the day before, but crew figured out how to stop it. The information never m
ade it to the next flight