1. The Federal Aviation Administration Presented By: Rick Baker
Quality of Service Improvement Program
The Federal Aviation Administration
Presented By:
Rick Baker

2. Quality of Service Improvement Program
Provides methods to exceed standards in the areas of safety and efficiency
Suggested elements of a Quality of Service Improvement Program are:
ATS performance measurement tools
Random recorded reviews
Pilot Readback programs
Incentives for error free performance

3. Quality of Service Improvement Program (cont.)
Familiarization training
ATS customer service feedback
Pilot/controller forums
Operation Raincheck
Pilot visits during pilot recurrent training

4. ATS Performance Measurement Tools
Taxi In/Out time
Airport Acceptance Rate (AAR)
Meeting AAR?
Exceeding AAR?
System Capacity
Airport
Sector
Equipment

5. Random Recorded Reviews
Accomplished without controller awareness
All errors noted and addressed with controller by supervisor
Training
Performance Observation
Follow-up by QA department

6. Pilot Readback Programs
Controller recognition for catching incorrect clearance readbacks
Readback training tapes
Educate pilots of importance of full and correct readbacks
Use “Say Again” when in doubt
Readback full clearance

7. Incentives for Error Free Performance
Letters of commendation
Time-off awards
For individual controllers
For teams of controllers
Public recognition

8. Familiarization Training
Provides controllers with a pilot’s viewpoint
Educates controllers in aircraft characteristics
Performance limitations
Navigation features and limitations
Promotes pilot/controller dialogue

9. ATS Customer Service Feedback
Demonstrates effective of QA program from user standpoint
Highlights problem areas in ATC system
Identifies facilities that are safe and efficient
Positive feedback builds controller pride

10. Pilot/Controller Forums
Builds face to face relationships
Provides opportunity for creative solutions to surface
Promotes understanding of pilot needs and controller needs

11. Operation Raincheck Educates non-professional pilots
Services available
Equipment capabilities
Controller responsibilities
Allows live ATC position monitoring
Promotes aviation

12. Pilot Visits During Pilot Recurrent Training
All professional pilots have annual recurrent training
Promotes a partnership instead of an adversarial relationship
Controllers are educated on:
Pilot needs
Aircraft characteristics