1. Summary and Conclusions of Workshop Concepts Gustavo De León Regional Officer, Air Traffic Management and Search and Rescue ICAO NACC Regional Office NAM/CAR/SAM Quality Assurance Workshop NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)

2. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) ATS Quality Assurance Workshop Summary Time Management Communications Definitions Background

3. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) ATS Quality Assurance Workshop Summary ATS Quality Assurance Programmes Controller Proficiency Checks Air Traffic Incident reporting, investigations and investigation teams Air Traffic Incident prevention programmes Air Traffic Services evaluation programmes

4. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) ATS Quality Assurance Workshop Summary Proficiency training programmes ATS safety management Human Factors Workshop activities

5. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Next Steps Regional guidance material approved by: GREPECAS/10 (Canarias, Spain, October 2001) ATS QA Programme Workshops 2001 (English) – NAM/CAR/SAM 2002 (Spanish) – CAR/SAM

6. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Next Steps ATM Evaluation Missions to States/Territories and International Organizations responsible for FIRs 2001 – 2003 Encourage implementation of CAR/SAM/3 RAN Meeting Rec. 5/38

7. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Next Steps ATS QA Programme Training Course Request for development of a QA Programme Training Course under TRAINAIR ICAO Headquarters for consideration as worldwide Guidance Material

8. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Conclusions ATS quality assurance programmes would place safety at the forefront while expediting and maintaining an orderly flow of air traffic Quality assurance is a dynamic process used to continually improve an ATS system

9. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Conclusions Quality will continue to be measured against historical data Number of ATS incidents Delays Employee and customer feedback Factors that cannot be measured readily must also be recognized

10. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Conclusions Willingness to function Team Training Actions taken to support zero ATS incidents all factor into quality assurance

11. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Conclusions The success of the quality assurance effort is dependent on the recognition that all ATS providers, independently and collectively, must strive to provide the best service possible

12. NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Conclusions Write what you do Do what you write Check what you do International Standardization Organization Technical Committee 176 - ISO 9000 Basic Requirements

13. THANK YOUTHE END