本论文运用了理论与实践结合路线、文献研究法、案例分析法、访谈法和比较研究
法。首先介绍了该论文研究的背景、目的、意义、研究现状、方法和内容；其次阐述了
本文相关理论研究：突发事件的概念、基本特征、类型、与危机事件的区别，航空业突
发事件的相关概念及特点，以及突发事件预警机制、应急管理、预案体系构建、应对能
力分析等突发事件理论分析；综合运用理论与实践结合法、文献研究法、案例分析法、
访谈法、比较分析法，结合 MH370 事件和 6.29 劫机事件等处理的经验，总结 NF 航空公
司突发事件应对现状，虽然在突发事件处理上都有应急措施，但还是存在规章制度不完
善、应急预案不完备、措施落实不到位、信息反馈不及时等问题，并探究其主要是由于
制度、管理、方法等原因造成。最后，根据突发事件应对方案制定的依据、原则、注意
事项等，在坚持预防为主、统一领导等思想基础上，以提高应急响应及处置速度为目标，
针对突发事件预防预警阶段、准备阶段、响应阶段、恢复阶段、宣传阶段、信息管理阶
段的特点，构建 NF 航空公司突发事件应对方案
本论文从理论研究出发，引入航空公司脆弱性管理、训练基地建设不断完善、飞行
人员心理健康状况持续监控、航空延误政府公示等策略作为创新点，通过制定合理的突
发事件应对方案贯穿事前、事中和事后各环节。作者构建突发事件应对方案以期改善
NF 航空公司突发事件应对管理，从而提升公司员工应对突发事件管理水平和应急救援
保障能力，为民航业提高预控处置能力提供理论基础。基于本人研究时间有限，在科研
过程中仅对突发事件的应对方案提出了一个框架，并对其如何进行有效的管理做出了一
般性的研究结论，但针对各类型突发事件还需进一步制定专门的应对方案，使应对方案
更具有可行性、有效性、科学性、实用性
关键词：航空公司， 突发事件， 应急管理， 应对方案ABSTRACT
III
ABSTRACT
In recent years, motivated by our country’s developing strategy, civil aviation industry is
advancing by leaps and bounds. However, along with the national conflicts, ethnic, regional
conflicts, some accidents frequently happen at home and abroad, that badly result in heavy
casualties, great property loss, and great harm to the social stability and public security. Safety
is lifeline. Especially after the MH370 and 6.29 malignant hijacking, as a security officer of
NF airlines, combined with the actual situation of work, have gradually realized the
significance to establish a comprehensive and effective contingency plan to improve the
company’s ability to deal with emergencies and ensure aviation safety. Therefore, the research
on the emergency response program of NF airlines has important theoretical and practical
significance.
The paper adopts the combination of theory and practice, the literature analysis, the case
analysis, interview analysis and comparative research. Firstly, the paper sets forth the
background, significance, research status and research methods and content of this. Secondly,
it expounds the related theories in this paper, the related concepts of emergencies, the basic
characteristics, types, the difference between emergencies and crisis events, and relevant
concepts and characteristics of emergencies in the aviation industry, as well as the theory of
emergency early warning mechanism, emergency management, the construction of the plan
system and the analysis of coping ability. With comprehensive using of the experience of
theory and practice, literature research, case analysis, interview and comparative analysis, etc,
and combined with MH370 event and 6.29 hijacking incident, this paper summarizes the
current situation in the emergency response of NF airlines. Although there are contingency
measures in the handling of emergencies, the rules and regulations are still imperfect, the
emergency plans are incomplete, the measures are not in place, information feedback is not
timely and other issues. Its occurrence is mainly due to the system, management, methods and
other reasons. Finally, this paper expounds the basis, principles and precautions of emergency
response plan. On the basis of adhering to the thought of giving priority to prevention and
unifying leadership, and in order to improve the emergency response and disposal speed,
aiming at the characteristics of the emergency prevention phase, the preparation stage, the
response stage, the recovery stage, the propaganda stage and the information management
stage, this paper construct the NF airlines emergency response plan.西安电子科技大学硕士学位论文
IV
This paper starts from the theory, which introduces the vulnerability management, training
base construction continuing to improve, flight personnel mental health status monitoring,
aviation delay government publicity and other strategies, which are the point of innovation.
Combined with the characteristics of each stage, the paper makes a reasonable contingency
response program throughout the past, things and after all the links. The author structure the
emergency response with the purpose of improving the NF airlines emergency response
management, thereby enhancing the staff to deal with the level of emergency management
and emergency rescue capabilities, also can provide a theoretical basis for improving the
ability of pre-control and disposal of civil aviation industry. Based on my research time is
limited, the paper only proposes a framework for the response to emergencies, and make the
general research conclusion about how to carry on the effective management. But for all types
of emergencies, we need to further develop a specific response program, and so that the
response program is more feasible, effective, scientific and practical.
Keywords:Airlines, Unexpected events, Emergency management, Response program插图索引
V
插图索引
图 1.1 航空安保管理模式的转变.5
图 1.2 本论文研究框架.....8
图 2.1 突发事件应急管理工作流程.......16
图 3.1 MH370 重大突发事件舆情传播各阶段社交媒体的表现.......... 18
图 4.1 突发事件应急响应流程...28
图 4.2 NF 航空公司广州总部紧急通报流程......30
图 5.1 应急预案编制流程...........36
图 5.2 突发事件应急处置流程图...........41
图 5.3 突发事件预防预警阶段方案构建图.......42
图 5.4 突发事件准备阶段方案构建图...44
图 5.5 NF 航空公司应急救援指挥中心功能图..45
图 5.6 NF 航空公司应急预案需要修订完善的主要情况..........46
图 5.7 NF 航空公司应急能力评估程序..49
图 5.8 突发事件响应阶段方案构建图...50
图 5.9 决策分析的一般过程.......52
图 5.10 突发事件恢复阶段方案构建图.54符号对照表
VII
符号对照表
符号 符号名称
MH 马来西亚航空公司
OZ 韩亚航空
GS 天津航空
MU 东方航空
CZ 南方航空
H7N9 禽流感
Facebook 脸谱
Twitter 推特
SKYTRAX 国际航空服务认证权威机构
GAMECO 广州飞机维修工程有限公司
SAGA 地理信息系
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