WORKSHOP, Nicosia 2-3rd July 2008 “Extension of SAFETY & QUALITY Common Requirements to the EMAC States” Item 6 : Towards the Implementation of Quality and Excellence in European ATM Patrick Lynam EUROCONTROL DAS/SIS Chairman, Agency Group for Excellence Day 1 1

2 Current Situation Current Situation Common Requirements on Quality Common Requirements on Quality The ISO Standard Links to Safety Beyond the ISO Standard Beyond the ISO Standard The Quality/ Excellence Vision The Quality/ Excellence Vision AGENDA

3 Why a common approach to Quality Management is needed?  SES Common Requirements on quality management, requires the establishment and implementation of a quality management system based on best industry practices  ATM Strategic Objectives for Excellence  ECIP Objective to implement a European wide ATM Excellence Policy  A need to ensure that Excellence in the provision of gate-to-gate air navigation services in Europe progresses towards a more aligned approach

4  It is imperative that each State ensure that users receive timely and quality aeronautical information/data for the period of its intended use.  To achieve this … States must establish a quality system and put in place QM procedures at all stages of the aeronautical information/data process. ICAO: Annex 15 to the Convention on International Civil Aviation - AIS

5  An air navigation service provider shall have in place a quality management system which covers all air navigation services it provides according to the following principles.  It shall:  define the quality policy;  set up a quality assurance programme;  appoint management representatives to monitor compliance;  perform reviews of the quality system and take remedial actions. The Common Requirements for Quality Management

6  An ISO 9001 certificate, issued by an appropriately accredited organisation, covering the air navigation services of the provider shall be considered as a sufficient means of compliance. The Common Requirements for Quality Management

7 Quality/Excellence Policy and Strategy  Ensure that Excellence in the provision of gate- to-gate Air Navigation Services progresses towards a common approach taking into account the objectives reflected in the EUROCONTROL ATM Strategy for  ANSPs should adopt a formalised, explicit and pro-active approach to Quality Management and Continuous Improvement.  ANSPs should promote and support the exchange of views and information which will lead to transfer of best practices, whilst respecting that this data is provided in confidence.

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9 Structured, Consistent & Common Approaches Sharing Best Practices & Networking Tools and Guidance Material Performance -Driven & Cost -Effective The EUROCONTROL/EMF Support Model

10 ACAF Action Plan ECIP Objectives Guidance Material XPG EMF and XPG - Achievements

11 Actively Participating ANSPs in ECAC Area 75% of ANSPs adopted the Excellence Policy

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13 Available Guidance Material Includes  Checklist for CR on quality  Implementation plan for ISO9001:2000  Generic MS project template  Generic process model and overview  Generic process description template  Generic audit checklist  Generic template for audit reports  Generic template for management review

14  A globally recognised Quality Management System (QMS) framework  A common-sense, documented system focussing upon consistency, reliability, and improving the way the organisation operates  A focus on organisational processes, the customer, and improvement  Provides guidance on what is required to achieve an internationally recognised standard  It does not tell an organisation how to operate What is ISO 9000?

15 Vision & Mission Deployed Central Elements of the ISO QMS Standard Customer Is Central Learning Culture QMS System must be: Practical, Simple to Operate, Fully Aligned with the organisation’s everyday practices

16 Substantial benefits associated with ISO 9000  Increased Quality/Reduced Cost of Quality  Cost Savings/Increased Profits  Improved Customer Satisfaction  More Satisfied/Engaged Staff  Improved Operational Benefits (process related benefits)

17 ACAF (ATM Common Assessment Framework) developed by EUROCONTROL and tailored to ATM environment and needs. Main Characteristics:  Supports SES requirements;  9 elements of the EFQM Model;  Complements ISO 9001:2000;  Phased approach;  Suits different maturity levels;  Enables benchmarking and sharing of best practice. The ACAF

18 The fundamental concepts of an excellent organisation Strong Leadership Results Orientation Continuous Improvement TransparancyCo-operation

19 Leadership People Partnerships & Resources Partnerships & Resources Policy & Strategy Policy & Strategy People Results People Results Society Results Society Results Customer Results Customer Results Processes Key Performance Results Key Performance Results Balanced Scorecard ISO 6 Sigma Process Survey Tools Surveys Environment Survey Leadership Competencies Balanced Scorecard Customer Survey Staff Engagement Surveys The ACAF and Other Tools

20 Principles of the ACAF-model Plan Act Do Check ISO 9000 Customer Focus Leadership & Constancy Of Purpose Partnership Development People Dev. & Involvement Mgmt. by Processes & Facts Results Orientation Corporate Social Responsibilty Continuous Learning, Improvement Innovation

21 ACAF Assessment Result Example Leadership Policy and strategy People Results Society Results Costumer Results Key Performance Results Processes Partnership & Resources People I II III IV V

22 ANSPs using or in the process of implementing ACAF (16 ANSPs)

23 Substantial benefits of the ACAF  Involves all stakeholders  Focuses on the holistic management framework of the organisation and not ‘just’ the primary processes  Areas of improvement are being reflected in the vision/mission and objectives of the organisation  Provides a framework to make sense of the possible initiatives on the areas of improvement  How you do it (the enablers) is as important as what you achieve (the results)  Stimulates thinking instead of focusing on procedures  Brings initiatives together into a single framework

24 Quality and Excellence – The Full Picture ISO 9000 Quality Management Air Traffic Management Common Approach ACAF: Excellent organisation

25 Quality/Excellence Links to Safety A structured approach To Quality/Excellence is based on best managerial practices and therefore can help support the management of Safety and the achievement of planned Safety performance

26 SAFETY CULTURE Commitment Teaming Learning & Reporting Responsibility Involvement Communications & Trust Safety Culture

27 QUALITY/ EXCELLENCE CULTURE Commitment Teaming Learning & Reporting Responsibility Involvement Communications & Trust Quality/Excellence Culture

Thank you for your attention Patrick LYNAM EUROCONTROL DAs/SIS Chairman, Agency Group for Excellence Day 1 8