Quality Management System in AIS Implementation Experience of

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Quality Management System in AIS Implementation Experience of ISO Standard Presented by Katarina NEUSCHLOVA

Quality Management System in AIS Implementation Experience of ISO Standard Presented by Katarina NEUSCHLOVA Letove prevadzkove sluzby Slovenskej republiky, s. p. Aeronautical Information Services

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

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

Quality Management System Framework

Quality Management System Framework

WHY QMS in AIS? • ICAO Annex 15 Requirements Basic guidelines - ISO 9000

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)

SCOPE of QMS Implementation of QMS in LPS SR, š. p. includes 4 main

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

QMS of AIS Implementation of QMS in AIS includes all AIS functions: • “Regulated”

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)

Management Involvement

Management Involvement

MANAGEMENT DECISION • Top Management decision - commitment to develop and implement QMS (2000

MANAGEMENT DECISION • Top Management decision - commitment to develop and implement QMS (2000 Q 1) • 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)

RESPONSIBILITIES • CEO • Appointed by CEO: - The Management Representative for Q -

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

Human Resources Involvement

Human Resources Involvement

IMPLEMENTATION TEAM Human efforts - the major resource required • Project team Implementation along

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

Implementation

Implementation

IMPLEMENTATION STEPS • Project Plan (APR 2000 - DEC 2001) • Training of personnel

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

STAFF TRAINING • Introductory training on ISO 9000 • Familiarisation of the employees with

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)

DOCUMENTATION STRUCTURE • To review and produce (since FEB 2001) STANDARD - ISO 9001:

DOCUMENTATION STRUCTURE • To review and produce (since FEB 2001) STANDARD - ISO 9001: 2000 QUALITY MANUAL PROCEDURES INSTRUCTIONS FORMS Policy, organisation, responsibilities, outline of QS Practices, responsibilities, interfaces Detailed instructions on how to carry out specific tasks Quality records

QMS DOCUMENTATION • AIS Quality manual Operational directive for AIS Operational procedures for each

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.

INTERNAL AUDITS • QMS to be implemented at least 3 months before the certification

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)

CERTIFICATION • Pre-assessment audit (12 -16 NOV 2001) • Certification audit - conducted by

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)

IMPLICATIONS

IMPLICATIONS

COSTS External Costs Consultancy Training Assessment and Certification Internal Costs Writing manuals and procedures

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

INVESTMENTS Genuine Investments Human efforts Time Commitment

INVESTMENTS Genuine Investments Human efforts Time Commitment

BENEFITS

BENEFITS

BENEFITS • • ICAO compliance Consistent quality of AIS output Improved management and planning

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

USERS PERCEPTION • • • Improved status of AIS Customer oriented Improved communication Increased

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

SUMMARY • QMS in AIS (within the mothercompany) - model - scope - responsibilities

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

CONCLUSIONS w QMS implementation - mandatory for AIS w ISO 9001 : 2000 -

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

Thank you for your attention.

Thank you for your attention.