The Federal Aviation Administration - PowerPoint PPT Presentation

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The Federal Aviation Administration

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Taxi In/Out time. Airport Acceptance Rate (AAR) Meeting AAR? ... Time-off awards. For individual controllers. For teams of controllers. Public recognition ... – PowerPoint PPT presentation

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Title: The Federal Aviation Administration


1
Quality of Service Improvement Program
  • The Federal Aviation Administration
  • Presented By
  • Rick Baker

2
Quality of Service Improvement Program
  • Provides methods to exceed standards in the areas
    of safety and efficiency
  • Suggested elements of a Quality of Service
    Improvement Program are
  • ATS performance measurement tools
  • Random recorded reviews
  • Pilot Readback programs
  • Incentives for error free performance

3
Quality of Service Improvement Program (cont.)
  • Familiarization training
  • ATS customer service feedback
  • Pilot/controller forums
  • Operation Raincheck
  • Pilot visits during pilot recurrent training

4
ATS Performance Measurement Tools
  • Taxi In/Out time
  • Airport Acceptance Rate (AAR)
  • Meeting AAR?
  • Exceeding AAR?
  • System Capacity
  • Airport
  • Sector
  • Equipment

5
Random Recorded Reviews
  • Accomplished without controller awareness
  • All errors noted and addressed with controller by
    supervisor
  • Training
  • Performance Observation
  • Follow-up by QA department

6
Pilot Readback Programs
  • Controller recognition for catching incorrect
    clearance readbacks
  • Readback training tapes
  • Educate pilots of importance of full and correct
    readbacks
  • Use Say Again when in doubt
  • Readback full clearance

7
Incentives for Error Free Performance
  • Letters of commendation
  • Time-off awards
  • For individual controllers
  • For teams of controllers
  • Public recognition

8
Familiarization Training
  • Provides controllers with a pilots viewpoint
  • Educates controllers in aircraft characteristics
  • Performance limitations
  • Navigation features and limitations
  • Promotes pilot/controller dialogue

9
ATS Customer Service Feedback
  • Demonstrates effective of QA program from user
    standpoint
  • Highlights problem areas in ATC system
  • Identifies facilities that are safe and efficient
  • Positive feedback builds controller pride

10
Pilot/Controller Forums
  • Builds face to face relationships
  • Provides opportunity for creative solutions to
    surface
  • Promotes understanding of pilot needs and
    controller needs

11
Operation Raincheck
  • Educates non-professional pilots
  • Services available
  • Equipment capabilities
  • Controller responsibilities
  • Allows live ATC position monitoring
  • Promotes aviation

12
Pilot Visits During Pilot Recurrent Training
  • All professional pilots have annual recurrent
    training
  • Promotes a partnership instead of an adversarial
    relationship
  • Controllers are educated on
  • Pilot needs
  • Aircraft characteristics

13
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