OPS_AnnualReport_2019

OPS Ideal Situation : OVERSIGHT / MONITORING CONTROL • Audit Plan and Conduct • Routine Admin • Documentation Review • Documentatio • Special Operations Consultation • Approval Proto • Report / Finding Finalization • Doc Screening • Audit Activities Monitoring • Coordination w • Technical Support Coordination • Assistant to OP Technical Personnel Non-Techni Flight Operations Standards Department - The Civil Avia

: Balanced Workload CENTER PROJECT HANDLING n Tasks • Audit Preparation on Draft / Check • Inspector Schedule Monitoring ocol Papers • Post Audit Management • Control Center for Logistics and and Filing with both sides Inspections Formalities PS Manager • Coordination with both sides ical Personnel Technical Support ation Authority of Thailand (CAAT), September 2019

Scope II: Quality Holistic approach to manage gap by conforming to ISO Flight Operations Standards Department - The Civil Avia

y Priorities (QP) ps and improve the quality of OPS 9001:2015 standards ation Authority of Thailand (CAAT), September 2019

ISO 9001:2015 Blueprint The improvement plan for OPS will be based on the ISO 1. Improve processes and communication structures 2. Achieve higher operating efficiency 3. Ensure high-quality of services and compliance to 4. Improvement of customer satisfaction 5. Maintain standards through annual assessments 6. Establish a process to ensure continuous improve 7. Improve CAAT’s credibility and image toward the * The ‘Operator’ in this context will be addressed as th Flight Operations Standards Department - The Civil Avia

9001:2015 framework, to: s, tasks and responsibilities o Service Level Agreement ement industry he ‘Customer.’ ation Authority of Thailand (CAAT), September 2019

ISO 9001:2015 Blueprint Subject Context of the Organization Leadership Planning Resources Operation Performance Monitoring Continuous Improvement Flight Operations Standards Department - The Civil Avia

ISO 9001:2015 Reference Clause 4 Clause 5 Clause 6 Clause 7 Clause 8 Clause 9 Clause 10 ation Authority of Thailand (CAAT), September 2019

Quality P Clause 4. Context of th Understanding the organization and its context Organizational L - CAAT website, (ISO 9001:2015 Clause 4.1) Departmental L QP 4-1 OPS Por Identification of stakeholder needs and QP 4-2 OPS Rep expectations (ISO 9001:2015 Clause 4.2) requirements an Identification of the scope of the quality QP 4-3 Quality management system (ISO 9001:2015 Clause 4.3) Establish, implement, maintain and continually Organizational L improve a quality management system - Quality Assura Departmental L (ISO 9001:2015 Clause 4.4) QP 4-4 Establish Action Group (Q Flight Operations Standards Department - The Civil Avia

Priorities he Organization (QP4) Level (CAAT) , publications and communication means, quality policy Level (OPS) Enforcement rtal - CAAT/OPS Policy, Vision and Mission port on SWOT, external and internal factors, applicable regulatory nd stakeholder needs and expectations for OPS. policy promotion through suitable means with proper training Level (CAAT) ance Department (QAD), CAAT Quality Management System (QMS) Level (OPS) Enforcement h OPS Internal Quality Assurance (IQA) team to support OPS Quality QAG). ation Authority of Thailand (CAAT), September 2019

Quality P Clause 5. Lead Demonstration of leadership and commitment Organizational Lev Departmental Lev (ISO 9001:2015 Clause 5.1) QP 5-1 OPS Mana Establishing and communicating quality policy Organizational Lev Departmental Lev (ISO 9001:2015 Clause 5.2) QP 5-2 Publish qu QP 5-3 Quality po QP 5-4 Include ‘qu Organizational roles, responsibilities and Organizational Lev authorities (ISO 9001:2015 Clause 5.3) Departmental Lev QP 5-5 Re-organiz QP 5-6 Define the QP 5-7 Establish O Action Group (QAG Flight Operations Standards Department - The Civil Avia

Priorities dership (QP5) vel (CAAT) - CAAT DGCA’s statement and interview vel (OPS) Enforcement ager Statement in OPS Manuals vel (CAAT) - CAAT Quality Policy vel (OPS) Enforcement uality policy in OPS Portal olicy promotion through suitable means uality policy’ in OPS introductory training vel (CAAT) - Quality Assurance Department (QAD) vel (OPS) Enforcement ze and define clear roles and responsibilities in OPS e responsible persons to review, evaluate and report on performance OPS Internal Quality Assurance (IQA) team to support OPS Quality G). ation Authority of Thailand (CAAT), September 2019

Quality P Clause 6. Pla Actions to address risk and Organizational Level (CAAT) - Corp opportunities Departmental Level (OPS) Enforce QP 6-1 OPS risk assessment and a (ISO 9001:2015 Clause 6.1) QP 6-2 Define risk strategies to ad Quality objectives and planning Organizational Level (CAAT)- CAAT to achieve them Departmental Level (OPS) Enforce QP 6-3 Develop OPS quality objec (ISO 9001:2015 Clause 6.2) QP 6-4 Determining how the obje QP 6-5 Plan: what will be done, w completed, how the results will be Planning of changes Organizational Level (CAAT) - Qua Departmental Level (OPS) Enforce (ISO 9001:2015 Clause 6.3) QP 6-6 OPS Departmental Manage Flight Operations Standards Department - The Civil Avia

Priorities anning (QP6) porate Strategy Department (CSD) ement actions report ddress risk and opportunities, and evaluate these strategies T quality objectives ement ctives and AOC process quality objectives ectives will be met and how the results will be evaluated what resources are required, who will be responsible, when it will be e evaluated. ality Assurance Department (QAD) ement ement of Change Procedure and Form ation Authority of Thailand (CAAT), September 2019

Quality P Clause 7. Sup Resources Organizational Level (CAAT)- Human Resour Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 7.1) QP 7-1 Amend relevant operation manuals - QP 7-2 Set up common systems and infrastr QP 7-3 Enhance internal database consolida QP 7-4 Create document control system QP 7-5 Define clearer job roles and responsi QP 7-6 Determine, provide and maintain an Competence Organizational Level (CAAT) - Training Manu Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 7.2) QP 7-7 Review mandatory and additional tra QP 7-8 Amend OPS training monitoring and QP 7-9 Set up ‘New Personnel Training/Onb QP 7-10 Arrange OPS team building activitie Flight Operations Standards Department - The Civil Avia

Priorities pport (QP7) rces Dept., Manuals, Document Control Procedures (DCP) - FOIM, CSIM, DGIM, etc. ructure ation ibilities n environment for AOC process to achieve conformity and SLA ual aining courses tracking system boarding’ Procedures es to improve collaboration and teamwork ation Authority of Thailand (CAAT), September 2019

Quality P Clause 7. Support Awareness Organizational Level (CAAT) Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 7.3) QP 7-11 Include quality management sec QP 7-12 Course emphasis on individual re Communication Organizational Level (CAAT) Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 7.4) QP 7-13 Add ‘communication’ section in QP 7-14 Amend communication process and standard means of communication. Documented Information Organizational Level (CAAT) - Document Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 7.5) QP 7-15 Set up internal quality assurance QP 7-16 Ensure optimal compliance to CA amendment processes, retention and pur QP 7-17 Reset and maintain maximized o Flight Operations Standards Department - The Civil Avia

Priorities (QP7, continued) ction to mandatory OPS introductory course esponsibilities to total QMS relevant OPS operations manual (emphasizing the use of OPS bulletin, OPS meeting minutes protocols Control Procedures (DCP) e team (QAG) to monitor document control within each OPS division. AAT document control procedures (processes, formatting, rging) organization of folders and files ation Authority of Thailand (CAAT), September 2019

Quality P Operational Planning and Control Clause 8. Ope (ISO 9001:2015 Clause 8.1) Departmental Level (OPS QP 8-1 Revise, implemen QP 8-2 Amend relevant o QP 8-3 Determine resou QP 8-4 Establish criteria Requirements for Products and Services Departmental Level (OPS QP 8-5 Establish and pub (ISO 9001:2015 Clause 8.2) Service-Level Agreement QP 8-6 Establish and com QP 8-7 Establish conting QP 8-8 Establish a solid p Flight Operations Standards Department - The Civil Avia

Priorities eration (QP8) S) Enforcement nt and document AOC process operation manuals - FOIM, CSIM, DGIM, etc. urces required for the processes-manpower and equipment planning for acceptance of service (AOC certification) S) Enforcement blish the AOC process in details (with time frames), and CAAT’s t (SLA) for AOC process mmunicate a channel for customer feedback on AOC process gency plans when requirements are not met process for retaining AOC process documentation ation Authority of Thailand (CAAT), September 2019

Quality P Clause 8. Operatio Design and Development of Products and Services Departmental QP 8-9 Establi (ISO 9001:2015 Clause 8.3) the AOC proce QP 8-10 Estab of customer fe QP 8-11 AOC P Control of Externally Provided Processes, Products Departmental and Services (ISO 9001:2015 Clause 8.4) N/A Flight Operations Standards Department - The Civil Avia

Priorities on (QP8,continued) Level (OPS) Enforcement ish AOC Process committee for reviewing, establishing and amending ess to ensure requirements are met. blish AOC Process amendment flowchart (to include the consideration eedbacks) Process amendment verification Level (OPS) Enforcement ation Authority of Thailand (CAAT), September 2019

Quality P Clause 8. Operatio Production and Service Provision Departmental Level (OPS) Enfo QP 8-12 Ensure availability of in (ISO 9001:2015 Clause 8.5) QP 8-13 Ensure availability of re QP 8-14 Ensure suitable infrast QP 8-15 Periodically validate th QP 8-16 Implement actions to p QP 8-17 Implement release, de QP 8-18 Establish a process for and measurement requirement compliance to requirements QP 8-19 Create a system for pro documents, personnel informat QP 8-20 Control all potential ch Flight Operations Standards Department - The Civil Avia

Priorities on (QP8,continued) orcement nformation at all stages of AOC Certification esources and competent persons at all stages of AOC Certification tructure and environment for AOC Certification process he ability to achieve planned results of the processes prevent human error elivery and post-delivery activities r identification and traceability of outputs, in terms of the monitoring ts at all phases of AOC Certification to enable conformity and otection and safeguarding customer’s property (e.g. manuals, tion, etc.) hanges for AOC Certification process during production ation Authority of Thailand (CAAT), September 2019

Quality P Release of products and services Clause 8. Operatio (ISO 9001:2015 Clause 8.6) Departmental Level (OPS) En QP 8-21 Verify service require QP 8-22 Ensure that the relea have been satisfactorily comp QP 8-23 Include documented authorizing the release. Control of nonconforming outputs Departmental Level (OPS) En QP 8-24 Establish a system to (ISO 9001:2015 Clause 8.7) identified and controlled to pr informing customers, and obt Flight Operations Standards Department - The Civil Avia

Priorities on (QP8,continued) nforcement ements at appropriate stages ase of AOC shall not be proceeded until the planned arrangements pleted, and approved by a relevant authority. d information of evidence of conformity, traceability to the person(s) nforcement o ensure that outputs that do not conform to their requirements are revent their unintended use or delivery. Actions include - correction, taining evidence for acceptance under concession. ation Authority of Thailand (CAAT), September 2019

Quality P Clause 9. Performanc Monitoring, measurement, analysis Departmental Level (OPS) En and evaluation QP 9-1 OPS management to quality management system. (ISO 9001:2015 Clause 9.1) QP 9-2 Evaluate conformity QMS, implementation of plan improvement to the QMS. Internal Audits Organizational Level (CAAT) Departmental Level (OPS) En (ISO 9001:2015 Clause 9.2) QP 9-3 Establish OPS Interna (QAG) with ensuring OPS QM internal risk assessment. Flight Operations Standards Department - The Civil Avia

Priorities ce Monitoring (QP9) nforcement o monitor and evaluate performance and the effectiveness of the . of AOC process, degree of customer satisfaction, performance of the nning, actions taken to address risk and opportunities, and needs for - Quality Assurance Department (QAD) - internal audits nforcement al Quality Assurance (IQA) team to support OPS Quality Action Group MS. Special internal audits may be conducted as required based on ation Authority of Thailand (CAAT), September 2019

Quality P Clause 9. Performance Mo Management Review Organizational Level (CAAT) - CAAT ma Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 9.3) QP 9-4 Head of Divisions regularly revie OPS Manager’s annual review on depar QP 9-5 Arrange more regular OPS meet QP 9-6 Management shall review: custo quality objectives, process performance internal and external issues, adequacy o opportunities, and opportunities for imp QP 9-7 Management outputs shall inclu QMS, and resources needed. Flight Operations Standards Department - The Civil Avia

Priorities onitoring (QP9,continued) anagement reviews nt ew on divisional performance rtmental performance through OPS Annual Report tings omer satisfaction and feedback from interested parties, results of e, nonconformities and corrective actions, audit results, changes in of resources, effectiveness of actions taken to address risk and provement. ude: opportunities for improvement, any need for changes to the ation Authority of Thailand (CAAT), September 2019

Quality P Clause 10. Impro General Organizational Level (CAAT) - CAAT man Departmental Level (OPS) Enforcement (ISO 9001:2015 Clause 10.1) QP 10-1 OPS Manager and the managem implement necessary actions. Considera requirements as well as to address future undesired effects, and improving the per Nonconformity and Departmental Level (OPS) Enforcement corrective action QP 10-2 Establish a process to react to n non-conformities, actions to eliminate th (ISO 9001:2015 Clause 10.2) review effectiveness of the corrective ac as necessary. Flight Operations Standards Department - The Civil Avia

Priorities ovement (QP10) nagement reviews and consensus ment shall determine and select opportunities for improvement and ations shall include: improving products and services to meet e needs and expectations, correcting, preventing or reducing rformance and effectiveness of the QMS. non-conformities, including any arising from complaints: react to he cause(s) of the nonconformity, implement any action needed, ctions, update risks and opportunities and/or make changes to QMS ation Authority of Thailand (CAAT), September 2019

Continual Improvement Quality P (ISO 9001:2015 Clause 10.3) Clause 10. Improvem Departmental Level (OPS) En QP 10-3 Results of the analy shall be considered to determ Flight Operations Standards Department - The Civil Avia

Priorities ment (QP10, continue) nforcement ysis and evaluation, and the outputs from management review mine if there are needs or opportunities that shall be addressed. ation Authority of Thailand (CAAT), September 2019

Supporting Projects: Lo OPS Portal / Administration Struc Flight Operations Standards Department - The Civil Avia

ong Term Development cture / Internal Quality Assurance ation Authority of Thailand (CAAT), September 2019

An internal ‘Google-based’ site developed to ensure that rele access to reliable resources that are controlled centrally by a portal editors. While providing convenience to all personn information, forms and links, it eliminates the risks of information, and would also encourage all OPS person systematically in a more synchronized manner under supervis Flight Operations Standards Department - The Civil Avia

evant personnel have OPS Portal a designated team of nel to access various referencing wrong nnel to work more sion of the Manager. ation Authority of Thailand (CAAT), September 2019

Flight Operations Standards Department - The Civil Avia

OPS Portal https://sites.google.com/caat.or.th/ops-portal/home ation Authority of Thailand (CAAT), September 2019

CAAT OPS P CAAT Vision and Mission OP CAAT Quality Policy OPS Organiz CAAT HR-ESS (Link) OPS Approved Su CAAT Intranet (Link) OPS Master List of C CAAT Manuals / Requirements OPS Master List of CAAT Publications and Updates (Link) OPS Master List of C OPS Bulletins (Int Softwares OPS Risk As FOSD (Link) OPS Master P E-Documents (Link) OPS Master Train E-Sarabun (Link) E-Service (Link) OPS Li OPS Knowl Flight Operations Standards Department - The Civil Avia

Portal Departmental Tools OPS Air Operator Information (AOI) PS Oversight Logs (OL) - CT, CS, DG, HL zation Chart urveillance Plans Divisional Master Schedules Controlled Checklists Smart Forms (Admin Assistance) f Controlled Forms Controlled Manuals OPS Letter Templates ternal / External) OPS Agreed SLA ssessments Divisional Portals Personnel List CS Portal ning Monitoring CT Portal ibrary HL Portal ledge Base DG Portal ation Authority of Thailand (CAAT), September 2019

OPS Portal Structure Divisional (Current) Divisional Divisional Users Divisional Divisional ● Self-maintained OPS Manuals, Forms, Checklists, References ● ‘Uncontrolled environment’ Flight Operations Standards Department - The Civil Avia

Portal A OPS Portal Portal B Portal C ● General OPS and AOC Portal D database and information Portal E ● OPS Manuals, Forms, Checklists, References, etc. ● ‘Controlled environment’ ation Authority of Thailand (CAAT), September 2019

OPS Portal Structure (New / Ideal) Users OPS Portal ● General OPS and AO database and inform ● OPS Manuals, Form Checklists, Referenc ● ‘Controlled environ Flight Operations Standards Department - The Civil Avia

OC Divisional Portal A mation Divisional Portal B ms, Divisional Portal C ces, etc. Divisional Portal D nment’ Divisional Portal E ● Divisional Level Information & Files ● ‘Partially controlled environment’ ation Authority of Thailand (CAAT), September 2019

OPS Portal Components No. Tool 1 Master Air Operator Information (AOI) Cloud-based, high-lev 2 OPS Master List of Controlled Forms Information, AOC Acc Cloud-based, master 3 OPS Master List of Controlled Checklists Cloud-based, master 4 OPS Master List of Controlled Manuals Cloud-based, master 5 OPS Master Personnel / Training List Cloud-based, master 6 Knowledge Base and Other Information Cloud-based knowled 7 Centrik/EMPIC, E-Sarabun, E-Doc, FOSD Links embedded in O Flight Operations Standards Department - The Civil Avia

Details Responsible Persons vel database for OPS to accommodate and manage AOC DQAs (Max 3) count Delegation, Contact Information, and OPS Specs. list of controlled forms with links to the DQAs (Max 2) list of controlled checklists with links to the checklists DQAs (Max 2) list of controlled manuals with links to the manuals DQAs (Max 2) list of OPS personnel for administrative and data query GO (Max 2) dge and information center for all OPS personnel. TBC (Max 2) OPS Portal for quick access to software and tools Embedded Links ation Authority of Thailand (CAAT), September 2019

OPS Portal Components No. Tool 8 CAAT External and Internal Links Links embedded in OPS Porta 9 OPS Approved Surveillance Plans Official compilation of publish 10 OPS Bulletin Archive Archive folder of bulletins co 11 OPS Document Templates Single, online source for docu wording, formatting and othe 12 OPS Library Single, online source for the c (National and Inter. References) references / updated change New cloud-based, collaborati 13 CS / CT / DG / HL / FO Schedule An online, collaborate system audit management and moni 14 CS / CT / DG / HL Oversight Log information vital to the estab Flight Operations Standards Department - The Civil Avia

Details Responsible Persons al for quick access to official external and internal links Embedded Links hed surveillance plans viewable by all divisions in OPS Planner (Max 2) ontaining news and updates that are distributed by OPS PR (Max 2) ument templates to ensure consistency in document GO (Max 2) er applicable documentation requirements. collection of applicable national and international TBC es. Schedulers (2) tive sheet for updating all team members’ activities. Lead Auditor m to facilitate Divisions with surveillance planning, itoring, data management, and the storage of blishment of an effective surveillance plan. ation Authority of Thailand (CAAT), September 2019