Airline Operations

Advisory Pamphlet

FSS-AOC-AP-002 01/2003

QUALITY SYSTEM PROGRAMME

AIR OPERATOR CERTIFICATION

1. PURPOSE.

This Advisory Pamphlet (AP) provides information and guidance material that may be used by air operator certificate (AOC) holders to design or develop a Quality System Programme acceptable to the Gambia Civil Aviation Authority (GCAA). The procedures and practices outlined in this AP can be applied to the maintenance, flight operations, and security aspects of an AOC holder’s organisation.

2. BACKGROUND.

Establishment of a Quality System is required by Gambia Civil Aviation Regulation (GCAR) 9.2.2.3. The development and implementation of a Quality System Programme will benefit both the certificate holder and the flying public.

a. Definitions of terms and a description of the basic elements of a Quality System are included in this AP. These definitions and programme elements are consistent with recognised quality auditing principles. Where appropriate, these terms have been tailored to conform to aviation standards and practices. Suggested procedures for documenting Quality System Programme procedures are also included in this guidance material.

b. The standards described herein are intended to help certificate holders develop their own Quality System Programme. The GCAA shall continue to encourage certificate holders to develop a Quality System Programme as a tool for continuously monitoring and evaluating practices and procedures. Public safety is enhanced if deficiencies are identified and immediately corrected when the certificate holder discovers them rather than when the GCAA discovers them.

c. Through surveillance and oversight, the GCAA verifies that certificate holders are upholding their responsibilities. GCAA inspectors are charged with the duty of advising and co-operating with each AOC holder in the inspection and maintenance thereof by the air operator. The Quality System Programme is intended to facilitate the inspector's advisory and co-operative capacity by providing a procedure for identifying and resolving safety related issues. The Quality System Programme also will help certificate holders develop formal compliance monitoring programmes.

3. DEFINITIONS.

The following key terms and phrases are defined to ensure a standard interpretation and understanding of the Quality System Programme.

a. Evidence. Evidence is a documented statement of fact, prepared by an air operator that may be quantitative or qualitative and is based on observations, measurements, or tests that can be verified. For the purpose of compliance monitoring, evidence should generally be in the form of written documentation or reports that support the programme's analysis and review. These data are necessary to substantiate findings or concerns and to enable management or evaluators to determine the root causes of any reported findings. Objective evidence generally comes from the following four elements:

(1) Documents or manuals reviewed.

(2) Equipment examined.

(3) Activities observed.

(4) Interview data.

b. Controls.

(1) Controls are the key procedures, responsibilities, and decision-making positions within an organisation, department, division, or functional area.

(2) As part of a quality evaluation, the controls of the area being evaluated should be verified and tested. In some instances, personnel performing the quality evaluation may have to first determine the features of a control.

c. Finding. A finding is a conclusion by the commercial air transport operator’s personnel that demonstrates non-compliance with a specific standard.

d. Concern. A concern is a conclusion by the commercial air transport operator’s personnel, supported by objective evidence, that does not demonstrate a finding, but rather a condition that may become a finding.

e. Inspection. An inspection is the act of observing a particular event or action to ensure that correct procedures and requirements are followed during the accomplishment of that event or action. The primary purpose of an inspection is to verify that established standards are followed during an observed event or action.

NOTE: The term inspection is defined in this AP within the context of quality auditing principles. It does not address or define GCAA inspections.

f. Audit.

(1) An audit is a methodical, planned review used to determine how business is being conducted and compares results with how business should have been conducted in accordance with established procedures. The various techniques that comprise an effective audit are as follows:

(i) Interview personnel.

(ii) Review documents.

(iii) Observe operations.

(iv) Select samples.

(v) Inspect activities.

(vi) Document results.

(2) As the above techniques show, an audit builds on the principles of inspection. The results of inspections assist in the audit objective of determining whether business is being conducted in accordance with established policies and procedures. During an audit, qualified personnel look for the existence of a systemic problem, but do not estimate the size of a problem. The results (findings and concerns) of an audit should be documented and presented to management. Management then decides how to address audit results.

g. Evaluation.

(1) An evaluation is an independent review of company policies, procedures, and systems. An evaluation should be a comprehensive and continual process that considers the following:

(i) Results of audits.

(ii) Overall effectiveness of the management organisation in achieving stated objectives.

(iii) Ability of management to respond to new technologies, market strategies, and social or environmental conditions.

(2) The evaluation process builds on the concepts of audit and inspection. An evaluation is an anticipatory process, and is designed to identify and correct potential findings before they occur. Conclusions and recommendations made as a result of an evaluation should be submitted in writing to company management for appropriate action.

4. QUALITY SYSTEM PROGRAMME.

a. The Quality System Programme is based on the premise that certificate holders are primarily responsible for continuously monitoring and ensuring that their operations are safe and in compliance with the GCAR. The GCAA encourages AOC holders to establish and conduct quality evaluations that embrace the following four principles:

(1) A continual process that incorporates the techniques of inspections, audits, and evaluations to assess the adequacy of managerial controls in key programmes and systems.

(2) A review that extends beyond regulatory compliance to determine the causes of deficiencies and detect needed enhancements to company operating practices before deficiencies occur.

(3) An ongoing process that identifies deficiencies, develops corrective action plans to correct these deficiencies, and performs follow-up evaluations.

(4) An independent process that organisationally has straight-line reporting responsibility to top management.

b. The Quality System Programme stresses self-audit responsibilities of individual employees as well as the evaluation responsibility of top management to ensure that company policies and procedures provide for safety compliance and allow individuals to perform work properly.

5. PROGRAMME DESCRIPTION.

a. AOC holders should include the following essential elements in their programme:

(1) Independent/defined responsibility.

(2) Top management review.

(3) Continual process.

(4) Internal evaluation schedule.

(5) Corrective action plans.

(6) Records.

b. These elements are further described in the following paragraphs. It is also suggested that certificate holders developing a Quality System Programme consider preparing a programme plan that documents the programme's procedures and functional responsibilities. A recommended format for a typical programme plan is further explained in Appendix 1.

6. INDEPENDENCE/DEFINED RESPONSIBILITY.

a. An AOC holder's Quality System Programme should identify the person and/or group within the organisation who has the responsibility and authority to:

(1) Perform evaluations, audits, and inspections as a part of an ongoing Quality System.

(2) Identify and record any findings or concerns, and the evidence necessary to substantiate findings or concerns.

(3) Initiate, recommend, or provide solutions to findings or concerns through designated reporting channels.

(4) Verify the implementation of solutions within a specific time.

(5) Communicate and co-ordinate activities with GCAA personnel on a regular basis.

b. A top management representative should be given the responsibility to ensure that a Quality System Programme is properly established, implemented, and maintained. This management position should be above the level that directly supervises

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