ONUR AIR QUALITY DIRECTORATE QUALITY MANAGEMENT SYSTEM INFORMATION TRAINING Prepared by : Quality Directorate February 2011

QUALITY MANAGEMENT SYSTEM Quality in Daily Life

QUALITY MANAGEMENT SYSTEM Definition of Quality The sum of participated values of any product or service. If You enriched to a sold product or service, it becomes a very high quality.

QUALITY MANAGEMENT SYSTEM 2 4 6 8 10 12 If Quality System to be constituted to take random decisions is desired, productivity is reduced, costs are grown, and income is increased as a result.

Quality Concept in the Middle Age QUALITY MANAGEMENT SYSTEM Quality Concept in the Middle Age All over the world, Developing and growing up of Craftmanship were dominated in 13th century.

Quality Control, Test Method QUALITY MANAGEMENT SYSTEM Quality Control, Test Method ACCEPT REJECT Quality Control

Quality Control, Protective Philosophy QUALITY MANAGEMENT SYSTEM Quality Control, Protective Philosophy Quality Control Quality Control

International Organization of Standardization QUALITY MANAGEMENT SYSTEM International Organization of Standardization

Quality Management System Implementation Mission The organization’s reason for existence,what it means and task. Vision The Point which The organization wants to reach, the picture in the future Quality Policy General attitudes and trends of Quality which formally announced by the Board of Directors. Quality Goals Something desired or intended to be associated with quality. Quality Goals must be at accessible level. At the same time they must be constantly improved and developed.

T P C A PACT Cycle Planning Checking Application Taking Precaution QUALITY MANAGEMENT SYSTEM PACT Cycle Taking Precaution Planning T P C A Checking Application

ISO 9001:2008 Documentation Quality Manual Procedures Instructions QUALITY MANAGEMENT SYSTEM ISO 9001:2008 Documentation Quality Manual Procedures Instructions Regulations Company Manuals Forms Documents of External Origin

Procedures and Manuals QUALITY MANAGEMENT SYSTEM Documentation Vision Mission Quality Policy Quality Goals Quality Manual Procedures and Manuals Instructions, Forms Records & Standards

Process Management Process QUALITY MANAGEMENT SYSTEM Process Management Process ISO Quality Management System accepts process approach to increase customer satisfaction by meeting the customer requirements. The process, is the series of the operations that converting processing the entries to concluding good and serve by providing a value added.

Releasing of annual budget QUALITY MANAGEMENT SYSTEM Process Management Output Releasing of annual budget Input Financial Indicators Making Budget Process

Forms Forms are formats which used to provide to keep the record QUALITY MANAGEMENT SYSTEM Forms Forms are formats which used to provide to keep the record Logs are recorded being evidence for availability of determined conditions by customer and regal regulations of Quality Management System and applying system effectively. They are used for customer complaints, audits belongs to regal regulations, quality audits in company.

Corrective & Preventive Actions (CPA) QUALITY MANAGEMENT SYSTEM Corrective & Preventive Actions (CPA) Corrective Action Corrective Actions are the actions which carried on the purpose of remove the results of non-conformities that established in audit. Preventive Action Preventive Actions are the actions to be taken away the reasons to prevent the Potential non-conformities.

TOTAL QUALITY MANAGEMENT SYSTEM

QUALITY MANAGEMENT SYSTEM Company Manuals It is impossible to gather all the production procedures in a single manual in Airline Company. Some of them is taken place in Maintanance Manual, and some of them is taken place in Plant Manual. But procedures in handbook must not be conflict each other and must not fail into contradiction.

QUALITY MANAGEMENT SYSTEM Head of Quality The Responsibility of checking of regular operation of Quality Management System in Onur Air belongs to Quality Directorate. For this reason, the Head of Quality Department realized planned or unplanned inspections in all departments.

QUALITY MANAGEMENT SYSTEM Audit The word of Audit is decsribed as monitoring of production. Production phase monitored by auditor without disturbing the workers by special audit technics. Quality audits are not an inspection. The methods such like test or examination are not used. The interest of auditors are production procedures, not workers.

Audit Procedures Audit Process Audit Preparation After Audit QUALITY MANAGEMENT SYSTEM Audit Procedures Audit Process Audit Preparation After Audit

NECESSITY OF QUALITY MANAGEMENT IN AVIATION SECTOR

Quality in Aviation Sector Each Airline Company accounted for development of own quality system according to rules implemented by Directorate General of Civil Aviation.

Quality in Aviation Sector QUALITY MANAGEMENT SYSTEM Quality in Aviation Sector Quality Audit Quality Auditor Civil Aviation Audit SHGM Auditor The audits carried out inside of The Airline Quality Assurance Program will checked by Civil Aviation. Shortly, we can say that audits will be audited.

Onur Air Quality Policy QUALITY MANAGEMENT SYSTEM Onur Air Quality Policy Standardization Economy Customer Satisfaction QUALITY Continuous Improvement Airlines Safety Punctual Operation

QUALITY MANAGEMENT SYSTEM Quality Control Plan Audit Programs approved by Onur Air General Manager and the Directorate General of Civil Aviation. The amount of audit declared by Control Plan can not be reduced but can be propagate.

COMPUTER SOFTWARE AND AUXILIARY MODULES

Onur Air Computer Sofware QUALITY MANAGEMENT SYSTEM Onur Air Computer Sofware To run ideally the Onur Air Quality Management System referred to here are utilized from today's computer technologies. For this reason, Lotus Notes software used in the company, has created an infrastructure for the Quality Management System and is built on the following modules;

Activity Monitoring Module QUALITY MANAGEMENT SYSTEM Activity Monitoring Module The Whole Quality System Activities can be followed by this module. After quality auditors carried out planned or unplanned audits, they can be prepared Control Plan on this module. The interested report with audit carried out after can be generated and if a nonconformity had established , tracking of nonconformity performed by Corrective and Preventative Activity ( CPA ) application. At the end of Follow-up application, audit can be closed. Due to this module which is completely transparent, each employees can tracked the quality activities synchronized

Customer Satisfaction Module QUALITY MANAGEMENT SYSTEM Customer Satisfaction Module Due to this module which recorded and tracked all kinds of demand, complaint and offer of Passengers as foreign customers and employees as internal customers, when necessary, can made detail analysis and prepared statistical information. As the other modules, Customer Satisfaction Module content can be monitored by all company employees synchronized Flight stuff who worked out of office can be done the data entry by the flightcrew.onurair.com.tr site to Customer Satisfaction Module on the internet.

Document Management Module QUALITY MANAGEMENT SYSTEM Document Management Module An application which was being recorded digitally of Printed documents which are used within the company. In this module, the company documents are created in digital format, submitted to the approval of the director, publicated to all company after approval and if necessary revision or cancellation is made. If requested, The hard copy of digital documents can be printed by the printer.

We hope that you can have quality life ... Thank you QUALITY MANAGEMENT SYSTEM We hope that you can have quality life ... Thank you