OPS_AnnualReport_2019

Project Scopes: Short Term Plann Scope I : Critical Gaps (CG) ● Identifying, evaluating and resolving current Criti Scope II: Quality Priorities (QP) ● Holistic approach to manage gaps and improve th ISO 9001:2015 standards Flight Operations Standards Department - The Civil Avia

ning ical Gaps (deficiencies) in the operation of OPS he quality of OPS by conforming to ation Authority of Thailand (CAAT), September 2019

Supporting Projects (SP): Long T SP1 : OPS Portal ● Consolidation of OPS documents, information an SP2 : Administration Restructure ● Re-identification of roles and work processes in O SP3 : Internal Quality Assurance (IQA) ● Establishment of internal quality assurance team Flight Operations Standards Department - The Civil Avia

Term Planning nd database OPS Administration m to monitor and ensure compliance/conformity ation Authority of Thailand (CAAT), September 2019

OPS Improvement Projec SP CG QP Note: A number of CGs and QPs will be addres Flight Operations Standards Department - The Civil Avia

ct Components Hierarchy Infrastructure, procedures and systems level plans Plans for the resolution of critical gaps/deficiencies Plans for conforming to ISO 9001:2015 requirements ssed and implemented at SP level as per the hierarchy. ation Authority of Thailand (CAAT), September 2019

Scope I : Criti Identifying, evaluating and reso in the opera Flight Operations Standards Department - The Civil Avia

ical Gaps (CG) olving Critical Gaps (deficiencies) ation of OPS ation Authority of Thailand (CAAT), September 2019

OPS 8 Critical Gaps CG1: Lack of Accountability, Management, Planning and Work CG2: Unclear Policy, Roles, Responsibilities and Career Path CG3: Lack of High-Level Database as a Single Source of Informa CG4: Lack of Internal Document Control System CG5: Lack of Common Administration Procedures CG6: Ineffective Risk-Based Oversight Planning and Conduct CG7: Ineffective Activities Monitoring and Tracking CG8: Ineffective Inter-Divisional/Departmental Communication Flight Operations Standards Department - The Civil Avia

k Direction OPS Improvement Plan: ation Identification of OPS 8 Critical Gaps n ation Authority of Thailand (CAAT), September 2019

CG 1-8 : Risks to ● Process gaps, hiccups / Project stalled, ignor ● Uneven job assignment and excessive workl ● Surveillance Program not strictly followed, f ● Inappropriate surveillance, Non-compliance Flight Operations Standards Department - The Civil Avia

o OPS Operations red, delayed and not well prioritized load that linked to under quality of work failures to drive non-compliance resolutions e / Non-detection of unsafe condition ation Authority of Thailand (CAAT), September 2019

CG 1-8 : Risks to ● Ineffective internal / external cooperation, c ● Inadequate / duplicate work process, inapp ● No resources with adequate competencies, ● Negative corporate image, reduced trustwo Flight Operations Standards Department - The Civil Avia

o OPS Operations communication and standard practices propriate assignment to non-suitable staffs , motivation and focus for the job orthy and reliable environment ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 1: Lack of Accountability, Managem Planning and Work Direction from The OPS Management Personnel did not efficiently No accountability in most of the tasks, lack of work all core activities and no clear work direction and pr Flight Operations Standards Department - The Civil Avia

ment, m the Management Level y perform their roles as required. management, no proper planning for roper assignment to their subordinates. ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 2: Unclear Policy, Roles, Responsibilities and Career Path Unclear roles, responsibilities, career path, and wor (technical vs. non-technical vs. administrative) staff, a certain group of personnel assigned on administra Flight Operations Standards Department - The Civil Avia

to All Subordinates rkload distribution between inspectors and office , causing excessive and often redundant workload on ative tasks, special projects and other duties. ation Authority of Thailand (CAAT), September 2019

OPS CG 1 & 2 Resolution: Establish OPS Management Policy Responsibilities and Career Path • Establish OPS policy and communicate to the ma • Establish clear segregation and grouping betwee and Non-Technical Personnel • Re-identify and assign duties for all staff groups • Update job descriptions in HRD and Relevant OP • Conduct special training for each staff group to e Flight Operations Standards Department - The Civil Avia

y, Define Clearer Roles, to All Subordinates anagement level. Define clearer roles for all OPS staff en Senior Technical Personnel (Inspector), Technical PS manuals ensure understanding by all staff members. ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 3: Lack of High-Level Database as a Single Source of OPS Inform 1. Independently maintained databases in each 2. Databases of some divisions are not up-to-dat 3. Lack of a single ‘master’ database / centralized 4. Lack of database maintenance 5. Lack of a single controlled library for laws, reg 6. No designation of responsible personnel Flight Operations Standards Department - The Civil Avia

mation division te d information source gulations and international and national references ation Authority of Thailand (CAAT), September 2019

OPS CG 3 Resolution: Establish and Implement OPS Cen as a Centralized Source of OPS In • Merge independent databases into one single m database, with OPS Library as applicable. • Develop new OPS Portal to serve as the top-leve • General and common interfaces/information/lin removed in divisional portals and included in OP • Assign responsible persons from each division t and monitor master database Flight Operations Standards Department - The Civil Avia

ntralized Database nformation master Master Air Operator OPS Master Information (AOI) Personnel List el portal. Surveillance Plans OPS Bulletin Archive nks shall be PS Portal. Knowledge Base and AOC-OL to maintain Other Information (CT/CS/HL/DG) Team Schedule OPS Library (National and Inter. References) ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 4: Lack of Proper Internal Documen 1. Gaps in the Control of Forms 2. Gaps in the Control of Checklists 3. Gaps in the Control of Manuals 4. Gaps in Document Control Procedures (DCP) M 5. Ineffective reviewing and updating process for 6. No designation of responsible personnel Flight Operations Standards Department - The Civil Avia

nt Control System Monitoring r internal standard forms ation Authority of Thailand (CAAT), September 2019

OPS CG 4 Resolution: Establish and Implement an Inter • Set-up cloud-based form, checklists and manua • Assign DQA (Divisional Quality Assurance) to m documents to ensure conformity to QMS and D • Cancel CKFM Manual and replace with a cloud- • Educate and communicate all team members o • Keep reviewing and developing the system for b Flight Operations Standards Department - The Civil Avia

rnal Document Control System als control system. OPS Master List of monitor all applicable Controlled Manuals DCS. OPS Master List of -based forms control Controlled Checklists on the new system OPS Master List of better implementation Controlled Forms ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 5: Lack of Common Administration P 1. Different systems employed by different divisio 2. Lack of communication between divisions 3. Lack of uniform processes for similar tasks 4. Lack of departmental templates for letters and 5. Lack of knowledge sharing within department 6. Lack of activity tracking and monitoring 7. No designation of responsible personnel Flight Operations Standards Department - The Civil Avia

Procedures ons d other relevant documents ation Authority of Thailand (CAAT), September 2019

OPS CG 5 Resolution: Establish and Implement Proper A • Develop and promote the new, redesigned OPS Bulletin, to disseminate OPS news and to be arch systematically in OPS Portal. • Develop ‘ready-to-use’ templates for commonly internal/external letters and relevant documents • Develop a new online, collaborative system desi facilitate all divisions with surveillance planning, management & monitoring and data managemen • Develop a uniform scheduling system for all divi Flight Operations Standards Department - The Civil Avia

Administration Procedures hived OPS Bulletin Archive Document Templates Knowledge Base and CS Schedule y used Other Information HL Schedule s. AOC – OL igned to CT Schedule CT/CS/HL/DG audit nt. DG Schedule isions. ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 6: Ineffective Risk-Based Oversight 1. Lack of common risk-based assessment tools/m 2. Lack of coordination/standardization in perfor 3. Risk-based assessments are performed indepe Flight Operations Standards Department - The Civil Avia

t Planning and Conduct /methodology to plan the surveillance program rming risk-based surveillance endently by individual divisions ation Authority of Thailand (CAAT), September 2019

OPS CG 6 Resolution: Synchronize Risk-Based Oversigh • Establishment of RBO Committee to entirely r the methodology / tool for OPS surveillance p with DGAC experts • Arrange RBO training courses, or equivalent t This should cover at least the personnel in the • Utilization of the support tool - Oversight Log RBO tools to facilitate with the surveillance ac • Monitor and review the results of the surveill conduct to keep improving the risk-based app Flight Operations Standards Department - The Civil Avia

ht Planning and Conduct review and work on AOC-OL program planning CT/HL CS-OL to OPS personnel DG-OL e RBO Committee g (OL) and other ctivities lance activities proach ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 7: Ineffective Activities Monitoring 1. Lack of system to track OPS activities - OPS Man and other relevant personnel movements. 2. Lack of a system to monitor and track open find 3. Lack of a system to process surveillance data in Flight Operations Standards Department - The Civil Avia

and Tracking nager, Divisional Heads, Inspectors dings and all audit activities nto useful information and to analyze safety trends. ation Authority of Thailand (CAAT), September 2019

OPS CG 7 Resolution: Establish and Implement Activities Monitoring and Trackin • Develop a collaborative Scheduling tool to track related surveillance activities • Develop a new online, collaborative system desi all divisions with surveillance planning, audit ma management and monitoring Flight Operations Standards Department - The Civil Avia

ng System AOC-OL CT/HL/CS/DG k personnel- Team Schedule igned to facilitate CT/HL/CS/DG anagement, data OPS Portal ation Authority of Thailand (CAAT), September 2019

OPS Critical Gap (CG) No. 8: Ineffective Inter-Divisional/Depa 1. OPS Manager, or HoDs, assign tasks to personne 2. Officer-level personnel assign work between ea 3. Ineffective dissemination of news and updates Flight Operations Standards Department - The Civil Avia

artmental Communication el across functions, bypassing other HoDs. ach other without the management acknowledgement ation Authority of Thailand (CAAT), September 2019

OPS CG 8 Resolution: Establish and Implement Inter-Di Communication Means • Establishment of a strict, solid communication p between management personnel, emphasizing t overridden chain of commands • Promote the use of a re-designed OPS Bulletin a communication. Bulletins and the contents to b Flight Operations Standards Department - The Civil Avia

ivisional/Departmental process. Common understanding must be built the officer-level personnel’s rights to reject as an important means of formal be archived as reference in the OPS Portal ation Authority of Thailand (CAAT), September 2019

OPS Current Situation OVERSIGHT Technical Personnel ADMINISTRA Audit and inspections Audit notificat Audit findings follow-up Manual approval/accep Document review Filing audit documents/Checklists Routine Administrat Surveillance plan and findings monitoring 1. CAAT transportation re Surveillance and Findings Data Management 2. Meeting room reservat (Data Preparation, Data Analysis 3. Passport/visa documen and Visualization) 4. Travel allowance docum 5. AOT pass request 6. Insurance documents 7. Training request docum 8. Surveillance Audit Appr Flight Operations Standards Department - The Civil Avia

n : Inspector Workload ATION Technical Personnel PROJECT tions AOC Certification ptance letters ISO 9001:2015 Certification tive Tasks ICAO ICVM, FAA, Internal Audits eservation Annual Reports & Other Reports tion nts EMPIC / Purchasing Projects ments CE 2 Establishment & Amendment (e.g. AOCR) ments roval Request Event Planning Law and regulations development, review, publish and communication, national and international update, reference compilation (ICAO Annexes, Docs, etc.), regulations consultation, public hearings ation Authority of Thailand (CAAT), September 2019

OVERSIGHT Technical PersonnelOPS Current Situation Technical Personnel Management (HoDs), ADMINIS POI, FOI, OMI, CSI, DGI, Technical Support (New Comers) << Ga Personnel a Flight Operations Standards Department - The Civil Avia

n : Inspector WorkloadTechnical Personnel PROJECT STRATION Technical Personnel Management (HoDs), POI, FOI, OMI, CSI, DGI, Technical Support (New Comers) ap >> and System ation Authority of Thailand (CAAT), September 2019

OVERSIGHT OPS Ideal Situation : ADMINIST • Technical Personnel Non-Technica • Technical Support Team • Non-Technical Personnel Flight Operations Standards Department - The Civil Avia

: Balanced Workload PROJECT TRATION al Personnel • Technical Personnel • Technical Support Team • Non-Technical Personnel ation Authority of Thailand (CAAT), September 2019