Quality Management System in AIS Implementation Experience of ISO Standard

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Quality Management System in AISImplementation
Experience of ISO Standard

• Presented by
• Katarina NEUSCHLOVA

Letove prevadzkove sluzby Slovenskej republiky,
s. p. Aeronautical Information Services
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OVERVIEW

• Experience of the S. R. AIS in achieving ISO
  9001 certification
• QMS Framework
• Management involvement
• HR involvement
• Implementation steps
• Implications
• Benefits

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• Quality Management System
• Framework

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WHY QMS in AIS?

• ICAO Annex 15 Requirements
• Basic guidelines - ISO 9000 series
• Eurocontrol
• EATMP AIST agreed to use ISO 9000 as the basis
  for QA activities and to achieve certification to
  ISO 9001 by 2003
• LPS SR, š. p. / AIS
• (ANS provider of the Slovak Republic)

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SCOPE of QMS

• Implementation of QMS in LPS SR, š.p. includes 4
  main activities
• Air Traffic Services
• Aeronautical Telecommunications and systems
  support for ATS
• Aviation SAR
• Aeronautical Information Services

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QMS of AIS

• Implementation of QMS in AIS includes
• all AIS functions
• Regulated Processes
• - production and publication of IAIP
• (PUB and
  NOF)
• - international ex-change and provision
• of AI (NOF and DIST)
• Non Regulated Processes
• - national aeronautical publications
• (PUB and DIST)
• - ICAO Sales Agent (DIST)

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• Management Involvement

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MANAGEMENT DECISION

• Top Management decision - commitment to develop
  and implement QMS
  (2000 Q1)
• ISO 9001 2000 - QMS model selected
• Consultant services - the contract
• (19 APR 2000)
• Initial Analysis - current situation in the
  company vs. ISO
• (31 AUG 2000)

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RESPONSIBILITIES

• CEO
• Appointed by CEO
• - The Management Representative for Q
• - The Quality Board
• - The Quality Manager
• ( MAY 2001)
• Quality Manager
• - reports to the Management Representative
• ( MAY 2001)
• Project Team

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• Human Resources Involvement

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IMPLEMENTATION TEAM

• Human efforts - the major resource required
• Project team
• Implementation along side day to day activity
• Volunteers - selected from staff involved
• A range of disciplines/main activities
• Motivation and skills development
• Internal Auditors (IA)
• AIS - 2 representatives

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• Implementation

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IMPLEMENTATION STEPS

• Project Plan (APR 2000 - DEC 2001)
• Training of personnel
• Documentation
• System implementation
• Internal audits and improvement
• Certification to ISO 9001

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STAFF TRAINING

• Introductory training on ISO 9000
• Familiarisation of the employees with ISO 9001
  2000 (OCT- NOV 2000)
• Training of the Internal Auditors
• (MAY and SEP 2000)
• Workshops for AIS provided by EUROCONTROL
  (1999 - 2001)

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DOCUMENTATION STRUCTURE

• To review and produce (since FEB
  2001)
• STANDARD - ISO 90012000

Policy, organisation,responsibilities, outline of
QS
QUALITY MANUAL
Practices, responsibilities, interfaces
PROCEDURES
Detailed instructions on how to carry out
specific tasks
INSTRUCTIONS
Quality records
FORMS
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QMS DOCUMENTATION

• AIS
• Quality manual
• Operational directive for AIS
• Operational procedures for each Dept.
  (EUROCONTROL OPADD, ADP, SDP)
• Qualification requirements
• QS documentation
• Quality Manual
• Documentation Control
• QMS Scope
• IA and corrective preventive actions
• Operational directives for the main
  activities/processes
• Regulation on submission of AI for publication
  by AIS, etc.

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INTERNAL AUDITS

• QMS to be implemented at least 3 months before
  the certification audit
• (SEP 2001)
• Internal audits - planned, organised and
  carried out (15 -26 OCT 2001)
• Management review - followed by corrective
  actions
• (5 - 9 NOV 2001)

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CERTIFICATION

• Pre-assessment audit (12 -16 NOV 2001)
• Certification audit
• - conducted by the accredited body
• (10 -14 DEC 2001)
• The Certificates of LPS SR, š.p.
• - valid for 3 years (continual improvement)
  (DEC 2004)
• AIS
• ATS, Telecommunications, SAR (mission)

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• IMPLICATIONS

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COSTS

• External Costs
• Consultancy
• Training
• Assessment and Certification
• Internal Costs
• Writing manuals and procedures
• Design of forms and records
• Internal auditing

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INVESTMENTS

• Genuine Investments
• Human efforts
• Time
• Commitment

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• BENEFITS

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BENEFITS

• ICAO compliance
• Consistent quality of AIS output
• Improved management and planning
• Improved visibility of work processes and
  competencies
• Documented procedures
• Opportunity to identify problems and formalise
  change
• Less wasted effort/resources
• Staff qualification improved

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USERS PERCEPTION

• Improved status of AIS
• Customer oriented
• Improved communication
• Increased efficiency
• Consistent quality of AIS output
• Marketing asset

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SUMMARY

• QMS in AIS (within the mother-company)
• - model
• - scope
• - responsibilities
• Implementation steps
• Implications and
• Benefits

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CONCLUSIONS

• QMS implementation - mandatory for AIS
• ISO 9001 2000 - Model for Good Management
• Applicable to any organisation - ANS/AIS
• Customer focussed - users requirements met
• Investment for the future

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• Thank you for your attention.