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management demonstrating
commitment to the process,
unfortunately, in the case of some
companies, being extremely
pompous (check out a very senior
UK airline). It’s supposed to let
customers know that the Company
knows what their needs are. Look
for something on the Company
noticeboard called a Mission Statement.
Then ignore it.
All staff should strive to maintain
the highest standard of service to
customers and adhere to, maintain
and improve the quality system.
Effective corrective and preventative
action to eliminate nonconformances
shall be an essential
part of it, and all personnel shall be
made aware of the need to identify
and rectify deficiencies. Any
deficiency noted or brought to the
attention of the Company shall be
investigated at a level commensurate
to the seriousness of the problem,
and effective corrective action shall
be taken. Procedures shall be
established to provide for the
control, monitoring and analysis of
corrective and preventative actions
employed by the Company.
Corrective and preventative actions
in response to Company deficiencies
shall be analysed by the Quality
Assurance Manager, who shall be
responsible for ensuring the
recording and analysis of nonconformances,
including customer
complaints, and identifying specific
areas that may require action to
prevent and eliminate the causes.
A review of corrective and
preventative actions for effectiveness
shall be included in Management
review procedures.
Management Reviews
A program of reviews will be
implemented by the Quality
Assurance Manager to ensure
compliance with all aspects of the
quality system, and to ensure its
continuing suitability and
effectiveness in satisfying the
requirements of ‘the standard’,
together with the company's stated
quality policy and objectives.
Recorded follow-up action is taken
as necessary to verify that
deficiencies are corrected and to
ensure that repetitions are avoided.
At least twice a year management
shall hold a review of the quality
system and shall complete a report
with actions required, time scales
and responsibilities for
implementation.
Quality System 27
Information regarding the
effectiveness of the quality system
shall be obtained from the records
of internal quality audits, nonconformance
reports and
customer/supplier complaints
together with reports from members
of the company's staff, which shall
be regularly sought by management.
Documentation
All documents must be issued,
amended, revised and controlled in
accordance with procedures
monitored by the Quality Assurance
Manager. Prior to issue, documents
will be reviewed and approved for
adequacy and fitness for purpose by
the Quality Assurance Manager and
the personnel concerned with the
function of the document in
question. Up to date issues of
appropriate documents shall be
available at all locations where
operations require their use, and
obsolete documents will be removed
from all points of issue or use. All
changes to, or introduction of,
computer generated documents that
comprise part of the quality system
shall be subject to the procedures
above. The nature of the computer
system means that obsolete
documents will no longer be
generated once changes are made.
Each document shall be identified
with an issue number, date and
unique description. A master record
of controlled documents shall be
maintained so the current issue
number and date can be identified.
A document is re-issued if any
amendment affects the intent of it.
Changes shall be highlighted in the
text with the amendment history
records being updated to reflect the
latest issue. Grammatical or spelling
changes need not necessitate another
issue change. Changes in computer
generated document or forms
format or content are not
highlighted, but by their very nature
comprise a re-issue.
Supervisors
Supervisors shall carry out regular
checks of pre-flight planning,
returned flight documentation, flight
and duty time records and technical
documentation. Appropriate flying
personnel (e.g. chief pilot,
nominated training captains) should
accompany a selection of routine
flights to confirm that normal
operating and flight deck procedures
are being followed.
Auditing
　
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