1. 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. 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. 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 2000+ 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. 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. 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. 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. 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 2000+.  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. 9 Structured, Consistent & Common Approaches Sharing Best Practices & Networking Tools and Guidance Material Performance -Driven & Cost -Effective The EUROCONTROL/EMF Support Model

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

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

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13. 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. 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. 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. 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. 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. 18 The fundamental concepts of an excellent organisation Strong Leadership Results Orientation Continuous Improvement TransparancyCo-operation

19. 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. 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. 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 1 2 3 4 5

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

23. 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. 24 Quality and Excellence – The Full Picture ISO 9000 Quality Management Air Traffic Management Common Approach ACAF: Excellent organisation

25. 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. 26 SAFETY CULTURE Commitment Teaming Learning & Reporting Responsibility Involvement Communications & Trust Safety Culture

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

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