Quality Management System Quality Management System in AISin AIS

IImplementation Experience mplementation Experience of ISO Standard of ISO Standard

Presented byPresented byKatarina NEUSCHLOVA

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

Experience of the S. R. AIS in achieving ISO 9001 certification

• QMS Framework

• Management involvement

• HR involvement

• Implementation steps

• Implications

• Benefits

OVERVIEWOVERVIEW

Quality Management System

Framework

• 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)

WHY QMS in AIS?WHY QMS in AIS?

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 ServicesAeronautical Information Services

SCOPE of QMSSCOPE of QMS

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)

QMS of AISQMS of AIS

Management Involvement

• 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)

MANAGEMENT DECISIONMANAGEMENT DECISION

• 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

RESPONSIBILITIESRESPONSIBILITIES

Human Resources Involvement

IMPLEMENTATION TEAMIMPLEMENTATION 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

Implementation

IMPLEMENTATION STEPSIMPLEMENTATION STEPS

• Project Plan (APR 2000 - DEC 2001)

• Training of personnel

• Documentation

• System implementation

• Internal audits and improvement

• Certification to ISO 9001

• 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)

STAFF TRAININGSTAFF TRAINING

DOCUMENTATION STRUCTUREDOCUMENTATION STRUCTURE

•To review and produce (since FEB 2001)

STANDARD - ISO 9001:2000

QUALITY MANUALPolicy, organisation,responsibilities, outline of QS

PROCEDURES

INSTRUCTIONS

FORMS

Practices, responsibilities,interfaces

Detailed instructionson how to carry out specific tasks

Qualityrecords

QMS DOCUMENTATIONQMS DOCUMENTATION

• AIS Quality manual

Operational directive for AISOperational procedures for each Dept. (EUROCONTROL OPADD, ADP, SDP)Qualification requirements

• QS documentationQuality ManualDocumentation ControlQMS ScopeIA and corrective & preventive actionsOperational directives for the main activities/processes

Regulation on submission of AI for publication by AIS, etc.

INTERNAL AUDITSINTERNAL 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)

CERTIFICATIONCERTIFICATION• 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 AIS ATS, Telecommunications, SAR (mission)

IMPLICATIONS

COSTSCOSTS

External Costs Consultancy Training Assessment and Certification

Internal Costs Writing manuals and procedures Design of forms and records Internal auditing

INVESTMENTSINVESTMENTS

Genuine Investments Human efforts Time Commitment

BENEFITS

BENEFITSBENEFITS• 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

USERS PERCEPTIONUSERS PERCEPTION

• Improved status of AIS

• Customer oriented

• Improved communication

• Increased efficiency

• Consistent quality of AIS output

• Marketing asset

SUMMARYSUMMARY

• QMS in AIS (within the mother-company)

- model- scope- responsibilities

• Implementation steps• Implications and • Benefits

CONCLUSIONSCONCLUSIONS

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

Thank you for your attention.