Transcript No Slide Title

Quality Management and & ISO 9001
Initiatives in the Federal Aviation
Administration
Baltimore Section ASQ
November 18, 2003
Frank Vojik MSQA
Senior Project Analyst
ICF Consulting
What You Will Learn
• Federal Aviation Administration
– History
– Structure
• FAA Quality Management Initiatives
• ANI Program Directorate
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Purpose & Structure
QMS Program Overview
Elements of the QMS
Documentation
Enterprise Architecture
Status
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What You Will NOT Learn
• The contents of the ISO 9001:2000
Standard (not directly)
• How to Interpret its Requirements
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FAA Mission
FAA provides a safe, secure, and efficient global
aerospace system that contributes to national
security and the promotion of US aerospace
safety.
As the leading authority in the international
aerospace community, FAA is responsive to the
dynamic nature of customer needs, economic
conditions, and environmental concerns.
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Background and History
• Federal Aviation Administration is one of 14 organizations in
the Department of Transportation
• Established in 1926 as the Aeronautics Branch of the
Department of Commerce
• Renamed Bureau of Air Commerce in 1934
• Civil Aeronautics Administration established 1940 to focus
on ATC, certifications, safety and airway development
• Federal Aviation Act of 1958 established Federal Aviation
Agency
• Federal Aviation Administration established in 1966 as part
of newly established DOT.
• National Airspace System (NAS) Plan established in 1982
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Terminology
• Major functions in the FAA begins with the letter
“A” and some are pretty intuitive…..
– AOA
 “Office of the Administrator”
– ATS
 “Air Traffic Services”
– ATCT
 “Airport Traffic Control Tower”
• And some are not…….
– ASAP
 “Aviation Safety Analysis Program”
– AIM
 “Aeronautical Information Manual”
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FAA Structure
A Federal Agency employing 45,000 people……
DOT - Department of Transportation
FAA – Federal Aviation Administration
ARA – Acquisitions & Research
ATS – Air Traffic Services
AAT - Air Traffic Service
AAF - Airways Facilities
AOP – NAS Operations
ANI – NAS Implementation
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Quality Management in FAA
Current ISO Certified FAA Directorates
• AML - Logistics Center, Oklahoma City
• ASU 200 - part of Acquisition Group
• ACT-400 - Testing Lab at Tech Center, Atlantic City
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Quality Management in FAA
FAA Directorates Preparing for ISO
Certification
• ANI – National Airspace System Implementation a
Program Directorate of Airways Facilities
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ANI Structure
• Established in 1996
• Project Management Focus
• Implementation Centers at Nine FAA Regional Offices, over
1500 Employees at
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Boston
New York
Atlanta
Chicago
Kansas City
Fort Worth
Anchorage
Seattle
Los Angeles
Washington
(ANE - New England)
(AEA - Eastern)
(ASO - Southern)
(AGE - Great Lakes)
(ACE - Central)
(ASW - Southwest)
(AAL - Alaska)
(ANM - Northwest Mountain)
(AWP - Western Pacific)
(EC - Engineering Center)
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ANI History & Structure
ANI is concerned with the modernization of facilities
and equipment that support the NAS
– Runways
– Airport Control Towers
– Radar Installations
– Instrument Landing Systems
– Buildings and Equipment
– HVAC, etc.
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ANI’s QMS Structure
The ANI Program Director is “Top Management”
He is supported by
• National Quality Manager
– Document Controller
– Enterprise Modeler
– 2 Quality Engineers
– 2 Contractors
• National Document Control Board
• Document Development Teams across ANI
• Local Quality Councils exist at the 10 Implementation Centers
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ANI’s Customers
Internal
– FAA Regions, Traffic Control Centers, FAA Ops,
System Management Offices
External
- Local and Regional Airport authorities
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ANI’s Quality Policy
We deliver quality implementation of
aerospace systems and continuous
improvement of our quality management
system to meet customer requirements
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ANI’s Quality Objectives
• Improve our on-time and on-budget execution of
NAS implementation projects.
• Provide quality implementation through the
delivery of complete and impeccably finished
work that fulfills the scope agreement.
• Minimize adverse impacts to NAS operations
resulting from NAS modernization activities.
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ANI’s QMS Structure
Quality Manual
Quality Plan
Performance Plan
6 Quality ‘Elements’ – required procedures
22 Standard Operating Procedures
Common Work Instructions
Plans, Guidance Documents
All written on a “National” to sustain and support the
standardization of work practices across nine regions.
All documentation is Web-based – no paper
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ANI’s QMS Structure
Registration Protocol:
• One certificate for all nine Regional
Implementation Centers and the Washington
Engineering Center.
• Boston, Fort Worth, Seattle, and Engineering
Center will be assessed first, with other ICs to
follow
• Registrar: Lloyd’s Registered Quality Assurance
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ANI’s QMS Structure
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Documentation Structure
ANI employs an ‘Enterprise Architecture Model’ as a critical
element of the documentation:
• An architecture is the structure of components, their
relationships, and the principles and guidelines that govern
their design and evolution over time.
• Statement of “current state” or “to be” characteristics of an
organization, including:
– Business processes
– Information flow and interrelationships
– Applications
– Data descriptions
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Documentation Structure
The ANI Enterprise Model is a searchable, intelligent, graphical
knowledge base of the ANI organization. It was developed
using a P-Tech framework, an object-oriented modeling and
analysis tool.
It contains all ANI Quality Processes and Work Instructions
Each process is presented as a series of diagrams that depict:
– The Sequence and Interaction of Events
– Roles and Responsibilities
– Input – Output Diagrams
– Product State Relationships
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Documentation Structure
Why does ANI Use Enterprise Architecture?
– Statutory and Regulatory Reasons
– Articulated Architecture eases the burden of managing:
- Employee Roles
- Business Practices
- How and Where to Use Metrics to Assess Performance
- I.T. Needs
– Provides a Single Repository of Knowledge about the
Organization.
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Documentation Structure
Modeling Requirements
– Standard Documentation Format
– Standard Ptech Symbols
– Standard Ptech Syntax
– Fitness for Use
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Documentation Structure
Modeling Order: Develop
– Process Step Diagram
– Roles and Responsibilities Diagram
 “What do you do, and who you do it with”
– Activity Process Diagram
– Develop Process State Diagram with Swim
Lanes
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Process Step Diagram
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Roles & Responsibilities
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Activity Product Diagram
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PSD with Swim Lanes
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What Does it Look Like?
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What Does it Look Like?
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What Does it Look Like?
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Benefits of E.A. Modeling
From a Organizational Perspective:
• Connection Between Processes
• Clarifies Roles and Responsibilities
• Means of Communication
• Facilitates Standardization of Practices Through Development of Common
Processes (Process Approach)
• Reduces cost of making organizational change
• Drastic reduction in size of documentation
• Assists FAA in becoming a PBO (Performance Based Organization)
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Benefits of E.A. Modeling
From an ISO 9001 Perspective
• Enables a ‘Customer Focus’ Culture (5.2)
• Promotes Awareness of Customer Requirements (5.2.2)
• Defines Roles and Responsibilities (5.5.1)
• Aids Internal Communication (5.5.3)
• Involvement of People (6.2.1)
• Inputs and Outputs Clearly Defined (7.1.3.2)
• Product Requirements Determination (7.2)
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Current Status
• National and Local Quality Councils established
• Quality System Procedures completed, undergoing
organizational revisions
• Common Work Instructions still under development
• Lead Auditors and Associate Auditors Trained
• ISO Awareness Briefings completed
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Future Work
• Training on Procedures and Work Instructions
• Make the QMS operational
• Interpersonal Skills Training for Auditors
• Corrective and Preventive Action Analyst Training
• Conduct ‘Complete’ Management Reviews and Internal
Audits
• Organizational Assessment – target late 2004 / early 2005
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In Summary
• Standardization of Practices
• Employee Communication
• FAA is becoming much more cost conscious
• Public sector organizations need to meet customer
requirements
• Quality Management can work in the public sector
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Questions?
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