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Executive Management Senior management is actively involved in maintaining the Quality Management System. It provides the vision and strategic direction for its growth, and establishes Quality objectives and policy. On the Purpose of continuous leadership and commitment to improve the Quality Management System, senior management communicates the importance of addressing the legal, regulatory as well as customer requirements by holding regular meetings and management review to ensure the availability of resources.
Nominated Quality Responsible Every Director, Manager and Supervisor assumes the role of "owner" of one or more processes. For some processes, the Director, Manager or Supervisor may decide to delegate this responsibility to another manager of his choice. As a «process owner», he is required to manage this to meet the customers’ requirements. To this end, it is the responsibility of each manager to implement, define, and use performance measures, to maintain the process and verify that it is and remains in accordance with the policy of the Compagnie Africaine d'Aviation (CAA). Designated Quality Managers attract the attention of their staff on the importance of meeting the requirements of users, while respecting the legal framework and using resources wisely. They are responsible for ensuring that the quantity and quality of resources under their Department have the level required for the efficient and effective execution of processes which they are responsible.
Employees of Compagnie Africaine d'Aviation (CAA)
Each employee of Compagnie Africaine d'Aviation (CAA) must be familiar with, and understands his participation in the Quality System. All agents of Compagnie Africaine d'Aviation (CAA) must follow the policies and procedures contained in different Operational Manuals: they must understand the consequences of non-compliance for the Compagnie Africaine d'Aviation (CAA) and for themselves.
2. CUSTOMER APPROACH
Compagnie Africaine d'Aviation (CAA) strives to meet the needs and expectations of customers while respecting the legal requirements and making rational use of resources. The opinions expressed by the customers play a fundamental role in the Quality Management System of the Compagnie Africaine d'Aviation (CAA). About services we supply, the Compagnie Africaine d'Aviation (CAA) gathers the opinions of customers through different means. Through these, customers orientate Compagnie Africaine d'Aviation (CAA) towards possibilities of developing new options. to ensure that customers' reactions are duly taken into account in the operation of the Compagnie Africaine d'Aviation (CAA), we have implemented systematic procedures of customer requirements survey and claims processing.
Compagnie Africaine d'Aviation (CAA) also identifies current and future needs of its customers, and strives to meet their needs and exceed their expectations. The senior management ensures that the compliance of the service is measured and reviewed and appropriate action is taken if planned results are not achieved or will not. 3. PLANNING
Objectives of Quality Senior management ensures that quality objectives are communicated throughout the organization and the performance of these objectives are measured. The operating balance is used to monitor and analyze performance of these objectives and results are reviewed during management review. The operating balance contains the key process indicators covering four different perspectives: financial, customer satisfaction, internal processes, and innovation and creativity. These objectives can be subdivided into sub-goals and communicated to the appropriate level of the company. In the absence of contractual derogatory provisions, security and reliability of the service have been considered and addressed. In addition, the assessment report of quality management analysis provides information on the progress of implementation of this system at Compagnie Africaine d'Aviation (CAA).
Quality Management System Planning The quality management system of Compagnie Africaine d'Aviation (CAA) is documented and designed to ensure that all services and processes meet the requirements of our customers. We meet the specified requirements by the effective implementation of all processes, procedures and work instructions related to the quality system in daily activities. The quality system documentation is designed to achieve quality in the definition of customer needs, planning, compliance and implementation of the service and support throughout the lifecycle of the service. Before any significant changes that have an impact on the quality management system, the processes of revision and planning are recommended in order to minimize the risk of negative effects.
Responsibility and Authority Responsibilities and authority within the Compagnie Africaine d'Aviation (CAA) have been defined for each operational and non-operational staff.
Quality: The totality of features and characteristics of a product or service that bear on
its ability to satisfy stated or implied needs Quality Assurance: All those planned and systematic actions necessary to provide
adequate confidence that a product or service will satisfy given requirements for quality. Quality Assurance includes all those systematic measures needed in order to ensure that a company is well planned, organized, operated, maintained, developed and supported in accordance with (Civil Aviation) Authority regulations and the operator’s own additional requirements. Flight safety and its development is an interaction between that Authority and the operator. The Authority has the responsibility for regulation, surveillance and analysis; whereas the operator has the operational responsibility ensuring that flight safety and operational standards are adhered to
Quality Audit: A systematic and independent examination to determine whether quality activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives.
Quality Auditor: A person qualified to perform Quality Audits. Quality Control: The operational techniques and activities that are used to fulfill
requirements for Quality. Quality Evaluation: An evaluation is an independent review of company policies,
procedures and systems. The evaluation process builds on the concept of audit and inspection.
Quality Management: The management responsible for the overall function that determines and implements the Quality Policy.
Quality Assurance Manager: The manager responsible for the monitoring function and for requesting remedial actions.
Quality Manual: The document containing the relevant information pertaining to the operator’s quality system and quality assurance program.
Quality Plan: A document setting out the specific quality practices, resources and sequence of activities relevant to a particular product, service, contract or project.
Quality Policy: The overall quality intentions and direction of a company in regard to quality, as formally expressed by the Accountable Manager.
Quality Surveillance: The continuing monitoring and verification of the status of procedures, methods, conditions, processes, products and services and analysis of records in relation to stated references to ensure that specified requirements for quality are met.
Quality System: The documented organizational structure, responsibilities, procedures and resources for implementing and maintaining Quality Management.
Accountable Manager: The person acceptable to the Civil Aviation Authority who has corporate authority for ensuring that all operations and maintenance activities can be financed and carried out to the standard required by the Authority and any additional requirements defined by the operator.
Concern: Is a condition supported by objective evidence, recognized as a potential problem that may become a “Finding”.
Evidence: Is a documented statement of fact, this may be quantitative or qualitative, based on observations, measurements or tests that can be verified. Objective evidence may be found from:
Finding: A finding is a condition, supported by objective evidence that demonstrates a
non-compliance with a specific standard.
3.1.2 Specified Operational Standards
The specifications below are recommended by the Accountable Executive of Compagnie Africaine d'Aviation (CAA) for all operating procedures in the different departments:
The operating procedures or work procedures shall be established and followed vigilantly, in order to ensure the safe execution of tasks and establishing commonality in the means by which tasks are accomplished.
The operating procedures shall exist for all tasks with safety implications. The operating procedures shall be written in a logical manner to assist personnel in
completing tasks safely. The operating procedures shall be designed to be fail-safe. However, where the
possibility of human error may pose a significant risk, safety controls are integrated with the operating procedures of all departments
Emergency procedures or contingency plans shall be established to ensure satisfactory recovery from unsafe situations and emergencies.
The operating procedures shall be designed to be dynamic by nature, allowing continual improvement based on feedback from operational experiences.
All Responsible managers shall implement measures to ensure that operating procedures are controlled
Department: …………………. Quality System Reports to: …………………... Quality System Director The Quality Assurance Manager is responsible to the following functions:
Manage with operations Quality Director and safety Director the Corporate Quality assurance Program.
Evaluate with quality Director, safety Director, the effectiveness of the Quality assurance program within the Compagnie Africaine d'Aviation (CAA).
Manage and evaluate with quality Director, the effectiveness of the implemented corrective or preventive measures.
Supervise the Quality assurance Programs of subordinate units. Manage an operational quality education, training, awareness and information
dissemination program. Develop and manage with quality Director a quality information system Develop and implement with quality Director, safety director an annual quality audit
program. Conduct Quality Audits to ensure consistent compliance and continuous improvement of
operational safety and quality procedures Assist the operational departments in identifying root causes following audit findings. Ensure the development of appropriate corrective action to address findings Evaluate the corrective actions to determine implementation of corrective action
effectiveness. The Quality assurance manager has to cooperate as much as possible with the Auditors
in order to permit a correct and complete analysis of their department in relation with the subject of the audit.
Manage Quality Assurance program including Audit program, this include developing appropriate Annual Audit plan, compilation of Audit reports & follow up of related recommendations proper closure, the program shall include spot audits & monitor the efficiency of the audit process.
Analyze the audit reports; evaluate trends & conduct of meetings to ensure maximum use of quality assurance program as a prevention tool.
In his absence, he delegates the operational tasks for which he is responsible, to another qualified person.
3.3.4 Quality Operations Manager Quality Operations Manager reports to Quality System Director Main Duties/ Responsibilities:
Efficiently and effectively, plan, organize, co-ordinate and control resources allocated to the Ops Quality Assurance & Flight Safety Section in order to achieve high quality & safe standards acceptable to airworthiness authority and the Compagnie Africaine d'Aviation (CAA)
Ensure that a Flight and Ground Operations Quality program is properly established, implemented and maintained.
Ensure acceptable quality standards of the subcontractors and aircraft leases. Be available for the Flight and ground Operations personnel as a focal point for Quality
matters. Conduct quality information induction program for flight and Ground operations
personnel new recruits. Maintain close liaison, communication and co-operation with DRC CAA related
management. Propagation and promotion of Quality & Safety initiatives. Call for monthly Flight Safety meetings in close liaison with Manager Flight Safety,
including dissemination of meetings minutes & follow up of action items. In his absence, he delegates the operational tasks for which he is responsible, to
The Quality Maintenance Manager depends to the Quality Director and be accountable to the strict guidelines for the promotion of quality in the maintenance Direction.
He has the authority to rule on any quality problem related to aircraft maintenance and is responsible for the effectiveness of its quality system.
Its functions are to:
Ensure links with DRC CAA for all requirements related to its functions. he is responsible for establishing an independent quality system to monitor compliance with and the adequacy of procedures for working with the requirements of the DRC CAA and the Compagnie Africaine d’Aviation (CAA).
During management meetings, he informs the Chief Executive Officer of all matters relating to the quality maintenance and the Compagnie Africaine d’Aviation (CAA) compliance with the regulations.
Prepare and send to the Civil Aviation Authority the reports on the discovery of serious damage.
Reviews, in collaboration with the Technical Director, the MCM and its associated procedures contained in the MPM and ensure compliance with the DRC regulations and requirements of aviation organizations.
Treats the feedback as part of the training on the adequacy of procedures and maintenance used in the Compagnie Africaine d’Aviation (CAA) instructions.
Ensure that managers and staff under his responsibility are sufficiently trained and motivated to do their job and they work efficiently in a team.
Defines the plan for continuing training and ensure the affectivity of the implementation In his absence, he delegates the operational tasks for which he is responsible, to
Performing evaluations, audits and inspections as part of ongoing Quality Assurance; Identifying and recording any concerns or findings, and the evidence necessary to
substantiate such concerns or findings; Reporting directly to the quality assurance manager
3.4 OPERATIONAL PROCEDURES TO ENSURE REGULATORY COMPLIANCE The conduct and execution of all operations and training program within Compagnie Africaine d’Aviation (CAA) comply with the applicable Law n°010/014/2010, RACDs , Decisions, Compagnie Africaine d’Aviation (CAA) Manuals, Policies, Procedures and Practices. The management is responsible to ensure compliance with requirements here above. 3.4.1 Audit Program Review At annual intervals the Quality Director will assess compliance with the program and confirm that all subjects have been adequately dealt with, either individually or in combination with others. Any omissions will be rectified. At this time it is expected that those subjects such as the continuing validity of the published “Duties and Responsibilities” will be addressed by the Accountable Manager himself. 3.4.2 Review of Operational and Quality Procedures The Quality Director will initiate an annual review of Compagnie Africaine d'Aviation (CAA) operational and quality system procedures, to ensure that they remain effective and appropriate for their purpose. 3.4.3 Acceptable Means of Compliance / Interpretative and Explanatory Material All audits are founded on establishing compliance with the requirements of RACDs, and ensuring in particular that information provided in the Acceptable Means of Compliance / Interpretative and Explanatory Material and the Appendices is fully taken into account. 3.4.4 Procedures for approval / acceptance The required approvals or acceptances can be distinguished:
Fundamental Approvals / Acceptances These are the approvals / acceptances that are required for the prior conduct of any Compagnie Africaine d’Aviation (CAA) operation. Approvals and acceptances address fundamental principles defined and issued by the DRC CAA before the AOC issuance.
Operational Approvals / Acceptances These approvals / acceptances are related to a particular type of operation and are mentioned in the record of operational requirements associated with the AOC.
Special Approvals / acceptances
These are approvals / acceptances related to a specific procedure when operational conditions are specific to Compagnie Africaine d’Aviation (CAA) and require specific approval or acceptance of the DRC CAA.
3.5.1.1 Scope The purpose of monitoring within the Quality System is primarily to investigate and judge its effectiveness and thus to ensure that defined policies, operation, maintenance and standard procedures are consistently met. Each employee of Compagnie Africaine d'Aviation (CAA) may notify the Quality Department with non-compliance concerning any service provided and / or purchased by the Compagnie Africaine d'Aviation (CAA). 3.5.1.2 Audit Plan Implementation Compagnie Africaine d'Aviation (CAA) audit implementation focuses on the following:
Communicate the audit program to the Accountable Manager. The coordination and planning of audits and other relevant information to the audit
program activities; Establish and maintain a process for auditors evaluation and their continuing
professional development. Ensure the selection of audit teams; Provide the necessary resources to audit teams; Ensure the conduct of audits according to the audit program; Monitor activity records; Ensure the review, approval and to ensure their distribution to the customer audit and
other designated parties audit reports; Ensure follow up audits.
3.5.1.3 Non-compliance Notification
Monitoring activity is based on the Quality Inspection / Quality Control / internal audits, corrective actions and monitoring.
The monitoring activity eliminate the causes of unsatisfactory performance. Any non- compliance found as a result of monitoring is communicated to the designated
Quality Manager in the field of activity concerned. So that, they can take corrective action and, where appropriate, by Quality Director (Refer to Annex A6, A7 and A10)
The non-compliance is recorded, for offering further investigation to determine the cause and enable the appropriate recommendation of corrective measures
Then the Non -compliance are investigated in the department concerned to determine the appropriate measures as they may be symptoms of deficiencies in the system.
Corrective actions are necessary to correct associated problems with the deviation of the specific requirements. Their effects are corrective actions will be monitored and analyzed as trends.
3.6.2.2 Pre-audit Briefing 1) The audit itself begins with a pre-audit meeting where the purpose of the audit is explained in particular, through an information session taking into account the following aspects:
Presentation of the auditors involved; Purpose and scope of audit; Terms of development; Confirmation that all resources are expected to attend.
2) The auditor must have all the necessary documents to perform and record the audit report:
Checklist Forms of the audit report
3.6.2.3 Performance of the Audit 1) The auditor then proceeds to control the use of the list mentioned above. 2) Techniques that can contribute to effective control are:
Interviews with personnel involved (for audits of the quality only). The examination of documents Audit Verification of records. Direct Observation / verification operations. Good record keeping and records.
3) All the boxes in the checklist of auditors must be completed during the audit. If everything is not applicable, it must be indicated on each box. However, depending on the specific knowledge of the area or the audited body, the auditor may decide, during the audit, to skip some point and add a new one. 3.6.2.4 Debriefing At the end of the monitoring, a closing meeting should be held with those responsible for the functions that have been audited. The purpose of the meeting is to present and explain the results of the audit to ensure that relevant staffs clearly understand the results of the audit. A complete record of this meeting should be kept
For the audit, an audit report must be prepared. There must be a good compilation of the audit report and communicate data. If the auditor identifies non-compliance, each statement must briefly be described in the
audit reports and reported with details; The audit concludes with a debriefing , during which non-compliances reported are
explained and recognized. If several check list of audit during the audit visit, only one will be chosen as collective
The original copy of the completed checklist and related reports, signed by the auditor returned to Quality Director .
The final audit report, verified and approved by the Quality Director must be sent to the audited responsible area for discussing about corrective actions (if necessary).
The audit results are submitted to the Quality Direction and will be available to the authority.
3.7.1 Management Responsibilities It is the responsibility of the Accountable Manager to ensure that Quality Audit/Corrective Action Reports are satisfactorily resolved. It is not the responsibility of the Quality Assurance Manager to achieve resolution but it is his responsibility to ensure that the action taken is adequate and likely to ensure future satisfactory performance. Corrective action must be positive and contribute to a permanent solution of the identified problem.
3.7.2 Monitoring of Corrective and Preventive Actions 1) Upon receipt of the non-compliance form or register, the Quality Assurance Manager analyzes the proposed corrective and preventive actions and, if possible, suggests areas for improvement. 2) The Quality Officer establishes or maintains the register of non-compliance. This register contains:
Findings The status The level of non-compliance Corrective actions Preventive actions The creation date The duration The closing date The Responsible Action Observations
3) The register of non-compliance is countersigned by:
The Quality Assurance Manager The Quality Director
3.7.3 The non-conformities Management 1) The designated officer or manager of each department is responsible for the management of non-conformities reported in the area. 2) The interface quality of each area of activity of the Compagnie Africaine d’Aviation is responsible for overseeing the processing system of non-compliance. 3) In case of an audit the contractor / subcontractor, the reference person responsible for the proper management of non-compliance is responsible for signing the contract. The following criteria are used in the dissemination of the conclusions:
A level of seriousness / severity of the findings is set, depending on the importance of the processes / sub-processes audited and non-compliant.
The root cause is defined by the acceptable area responsible for the area audited. Measures to the Accountable Manager these findings and prevent its recurrence are
identified and agreed upon by the head of the audited department. Corrective actions are planned and controlled for closing. Proper allocation of resources should be provided by the Accountable Manager for their
implementation.
3.7.4 Classification of non-conformities The Quality Assurance Manager assesses the response received from the repartee and may request further details to be provided, or alternative corrective action if the action taken is considered to be inadequate by either himself or by the Quality System. Deficiencies and remedial action will be categorized as:
LEVEL 1. Items directly affecting safe operation or airworthiness which require immediate corrective action and a report to the Quality Assurance Manager within a period of 7 days.
LEVEL 2. Items which affect the continuing approval of the organization and require corrective action to the satisfaction of the Quality Assurance Manager within a longer period than for a Level 1 item but not more than 28 days.
LEVEL 3. Items of a general nature included for completeness and information, to be corrected within 3 months.
All corrective actions should be closed within the target time. In some cases, the auditor may come across situations which are not entirely satisfactory but do not strictly constitute non-compliance with the Quality System’s requirements. These may be recorded as OBSERVATIONS. As an observation, corrective action is not considered mandatory and an expiration date is not fixed but it is still acceptable to have a response to the observation made in the six months of its finding.
3.8 CORRECTIVE ACTIONS 3.8.1 General As soon as the receipt of the corrective action request, followed by the observation sheet and the audit report , the designated Quality Director in the relevant field should respond by establishing a Corrective Action Request (CAR), which must be harmonized with the auditor within a target date. The final agreed proposal of corrective actions must be signed both by Quality Assurance Manager with the interface of the involved Department. 3.8.2 Corrective Actions Follow - up The follow-up process will be as follow:
1. Auditor/Quality Assurance Manager will contact the Auditee Department via relevant
interface quality for addressing the non-conformance by the agreed date.
Evidence may be either in hardcopy or electronic, direct contact by mail should be made
to advise them of completion of this step. 2. Or, The Auditee Department/relevant Interface quality contact the Auditor/ Quality
Assurance Manager for addressing the non-conformance, will inform when the agreed
corrective actions are being progressed and forward evidence.
3. The status of CARs will be determined by conducting a follow-up audit or sighting
evidence of the proposed action. The Auditee Department/relevant Interface quality must
also provide evidence in evaluating the effectiveness of the proposed action.
4. Has the proposed action effectively solved the issue arising from the CAR, and will the
3.10 QUALITY ASSURANCE DOCUMENTATION For the implementation of the quality assurance program of CAA, the primary documentation consists of the following documents:
IOSA Standards Manual (ISM) containing all the checklists for quality inspections, some particular quality controls and reference of internal audits except for the checklist of Compagnie Africaine d'Aviation (CAA)
IATA Reference Manual for Audit program (IRM)
Compagnie Africaine d’Aviation fits under these documents, all continuous in the law 010/14,
RACDs and procedures related to the regulatory framework for DRC CAA requirements
For further information related the quality documentation, please consult the quality manual