1. International Federation of Air Traffic Controllers Associations Human Factors in Air Traffic Services - Quality Assurance: The Pragmatic View? Presented by Samuel M. Lampkin President and Chief Executive Officer

2. International Federation of Air Traffic Controllers Associations Summary ( Quality assurance techniques have been a part of an organisations tools to facilitate change and continued growth. This paper considers the nature of the Quality Assurance ideas, and the validity of the application of such techniques within an Air Traffic Service Provider. Particular attention is paid to the contribution that Quality Assurance can make to the safety of ATM operations, and the attendant problems with its introduction into operational ATC units.

3. International Federation of Air Traffic Controllers Associations Overview of presentation ( Introduction ( Quality Assurance - QA or Que? ( Quality Assurance in ATM ( The Human Factors of QA ( Change and Culture ( Conclusion

4. International Federation of Air Traffic Controllers Associations Quality Assurance - QA - Que? ( Control of Quality - with mankind a very long time ( Industrial Revo. - new methods of production - changes in industrial economics - quality issues changed to that of quality control ( Emphasis Change - Total Quality Management ( WW II Aftermath - Japanese industry vis-à-vis that of the Western World

5. International Federation of Air Traffic Controllers Associations Total Quality Management - TQM ( Organisational Cultures change ( Organisations understands its business ( Not Free ( Costs:Not in hard components - tools or technology, but in training and education of those who carry out the process of production. ( TQM:Strategy in the toolbox of survival aids.

6. International Federation of Air Traffic Controllers Associations Emphasis Change ( Quality:From Control to Assurance. Bonafide interest of organisations. Includes Air Traffic Service Providers. ( ATSPs: Confronted with growing competetive challenges. A more intellegent and demanding customer. Having to contend with managing the changes to the production process.

7. International Federation of Air Traffic Controllers Associations Quality Assurance in ATM ( Quality is measurable ( Provides tangible proof: -benefits -the progress of change ( Quality Assurance plays its part in ensuring that the process is safe

8. International Federation of Air Traffic Controllers Associations QA in ATM (continued) ( The basis for QA - is not to focus on unsual occurences -but, is to focus on the ordinary everyday operations -derivation of information on operation of the process -Insight into existence of the possibility of more serious occurrences

9. International Federation of Air Traffic Controllers Associations QA in ATM (continued) ( Occurrence of discontinuities ( Local rites and customs ( They do exist ( Reluctance to recognise them ( Major stressor - concern for safety ( Inexorable traffic growth despite variations ( Forcasts growth for 2010, 2015 and beyond ( Forcasts of hull losses to grow as well

10. International Federation of Air Traffic Controllers Associations QA in ATM (continued) ( Boeing analysis - 1988 to 97, 3% hull losses - 5 out of 149 experienced - primary cause of ATC and/or Airports ( New ways needed to address safety issue ( It is - our business, our lifeblood ( High Reliable Operations, ATC - a model ( ATCOs dont just watch or use the technology - they are the technology

11. International Federation of Air Traffic Controllers Associations The Human Factors of QA ( Data alone does not make for a QA programme ( Usage of the data is the heart of success ( QA - must aim to support a culture that seeks to improve safety - improving the way an ATSP carries out its task - must apply to the organisation as a whole - Personnel learn to do things differently - provides vital input to Training - potential for greater successes

12. International Federation of Air Traffic Controllers Associations Human Factors of QA (continued) ( Challenge of QA - Free of blame or punitive action - Requires mutual commitment, - Demonstrable by all stakeholders in an ATSP - Ensure security of Data - Dialogue - between ATCOs, Eng. & Mgrs within an ATSP - Investigators must be trained - Analysis of data plus storage

13. International Federation of Air Traffic Controllers Associations Human Factors of QA (continued) ( Critical to the success of a QA programme (investigation of the data + appropriate feedback (commitment to the process by ATSP mgrs. (Resources - both financial and manpower ( Introduction of QA involves more than the commonly held view of human factors - it is human factors in the broadest sense of the discipline across the organisation - not solely in ATCOs ready room, but in the Board room too.

14. International Federation of Air Traffic Controllers Associations Change and Culture Pathological Bureaucratic Generative ( Dont want to knowMay not find outActively seeks Info ( Messengers are shotListen if they arrive Messengers are trained ( Responsibility isResponsibility is Responsibility is shirkedcompartmentalised shared ( Bridging isAllowed but neglected Bridging is discouragedrewarded ( Failure is punishedOrganisation is just Inquiry and or cover upand mercifulredirection ( New ideas areNew ideas presentNew ideas are actively crushedproblemswelcomed

15. International Federation of Air Traffic Controllers Associations Conclusion QA has a role to play in ATM today ( Principal benefit: (The contribution to Safety (Spinoffs for other core areas of ATSPs business ( To obtain benefits from such techniques, care and attention must be given: (the How, Why, Where and When of such changes ( Pre-requsites for Success: (Trust, Participation and Openness

16. International Federation of Air Traffic Controllers Associations QA: the Step Change in Safety