QUALITY MANAGEMENT ORGANIZATION STRUCTURE

Transcription

1 Quality Management Organization Structure Page 1 of Purpose QUALITY MANAGEMENT ORGANIZATION STRUCTURE This chapter provides the organization structure and job responsibilities of key management staff involved in the Quality Management System (QMS) of PIA. 3.2 Scope This section covers the following areas: Corporate Quality Assurance at the Head Office level Departmental Quality Control functions at Department level Quality and Safety Coordinators The organizational chart related to quality management functions is discussed in following sections. The updated organizational charts of PIA are maintained by Human Resource Department. For updated organogram and changes in administrative or reporting relationships, should be referred from Corporate JD Manual, Personal Orders or HR/Admin Orders under Corporate Policy & Procedure Link on the corporate intranet. 3.3 Organization and Structure of Quality An effective organizational structure is critical to the success of any quality improvement project. The organization structure itself is re-evaluated annually to assess its operational effectiveness. A three tiered PIA's Quality Management System hierarchy structure is shown as following:

2 Quality Management Organization Structure Page 2 of 14 Corporate Hierarchy for QMS Corporate Level at PIA Head Office Quality Assurance Departmental Quality Control Departmental Level QC and Safety at Sections/Station Levels Quality and Safety Coordinators

3 Quality Management Organization Structure Page 3 of Organization Structure The existing organization chart of the Safety & QA Department is given below. It may be expanded further with the approval of the competent authority as the scope of their activities broadens in future; Note: Dashed line shows functional reporting. The above is upto DGM equivalent level, detailed sectional organograms are available with respective sections as a standalone controlled document or part of operational manuals Quality Assurance (QA): The Director S&QA heads this function. This Department directly reports to the Accountable Executive. Director S&QA oversees all corporate Quality & Safety Assurance functions and related compliance management. At present DGM CQA directly reports to Director S&QA for matters related to CQA. Engineering

4 Quality Management Organization Structure Page 4 of 14 QA headed by CE QA also reports to Director S& QA Departmental Quality Control (DQC): DQC section works in different departments functionally directly under the respective Departmental Head. It is entrusted with the responsibility of measurement and control of departmental quality performance and objectives in close coordination with the Corporate QA. The actual strength of the Departmental QC teams may vary based on the number of functions, size & scope of that department/division. The initial composition and any subsequent changes to the DQC structure are initiated by respective departmental heads in consultation/agreement with Corporate QA and Director Safety & QA Quality / Safety Coordinators & Station Coordinators: Quality/Safety Coordinators are nominated from concerned departments/divisions. These nominees are responsible for coordinating QMS, BARS, EMS, OHSAS, SMS and other applicable standards and implementation of other safety standards with advise from Corporate QA, HSE & SMS Sections. The most important role of these Quality Coordinators is to communicate departmental quality objectives/goals and define Key Performance Indicators (KPIs) to achieve planned objectives/goals. Quality Coordinators tasks and performance is reviewed by Corporate Safety & Quality Assurance Division. 3.5 Role and Function of Safety & QA Department w.r.t. Corporate Quality Assurance (CQA) The S&QA is responsible for following activities: Corporate Quality Planning: Making short and long term strategic Quality Improvement Plans Coordination and Liaison with Departmental Quality Control Functions: Regular evaluation and monitoring of the effectiveness and performance of Departmental Quality Control functions Planning and Conducting Quality and Safety Training Programs: Evaluating, recommending, and coordinating training programs that improves PIA service quality and professional capabilities of PIA personnel in general and QA personnel in particular Internal Quality & Safety Audits: Conducting the internal quality and safety audits to determine effectiveness of Quality Management Systems in PIA (domestic as well as international) Document Control: Controlling the issuance, release, approval of Quality Manuals and ensuring availability of work procedures, regulations, and all other technical documents that are essential to the Quality Management System functioning Coordination with Quality Coordinator: Developing quality objectives of the various

5 Quality Management Organization Structure Page 5 of 14 departments/divisions. Monitoring and evaluating performance of Quality Coordinators in liaison with the DQC Managers Monitoring of Performance of Quality Assurance Program: Taking appropriate steps to measure the performance of Quality Assurance functions in all departments Coordinating Problem Solving Processes: Providing assistance in formulation of procedures for problem solving and corrective actions Coordinating Business Processes Re-engineering: Identifying the need for changing old work processes to enhance efficiency, productivity, profitability and reliability of operations. Provide help and guidance in re-engineering exercises Benchmarking and Competitive Analysis: Monitoring and developing new business processes to learn more efficient work procedures, process methodologies and global competitive strategies Facilitation on Quality Matters: Providing professional advice and guidance to all departments pertaining to issues of improvement of Quality Management Systems Interpretation of Departmental Quality Issues: Helping the management, staff and departmental employees to correctly and effectively understand the requirements of international quality standards and quality improvement objectives of their departments Quality Database: Reviewing, analyzing and evaluating the PIA quality management systems (QMS) records database Promotion of Quality Awareness Culture: Designing effective promotional and mass communication campaigns for promoting general quality consciousness along with increasing public interest in QA activities. The tools may include poster campaigns, management reviews, articles, lectured training sessions, group discussions, awards / reward schemes etc Uploading/Updating corporate profile on IATA s Q5, Part TCO EU Web Interface for matters related to S&QA, IATA Ground Damage Database and FSF s BARSoft databases. 3.6 Job Descriptions of Key Quality Assurance Post Holders Accountable Executive Chairman PIA a. As the accountable executive of the airline, provides full support, commitment and ownership to Quality & Safety Assurance and Security Programs in PIA. Chairman PIA is accountable and responsible for the performance of overall management system of PIA. b. Participate and direct in the Strategic Quality Management process, including presiding over of the periodic Corporate Quality and Safety Review meetings (MRC/SRB Meetings). c. Ensure provisioning of necessary resources for running the QMS, BARS, HSE, SMS and Accident Prevention & Flight Safety & other Programs in PIA.

6 Quality Management Organization Structure Page 6 of 14 d. The accountable executive has ultimate responsibility & accountability on behalf of the operator for the implementation and maintenance of QMS, SMS, ScMS and other programs throughout the organization. e. The accountable executive has the overall authority to ensure allocation of resources necessary to manage quality, safety & security risks to aircraft operations. f. Has overall responsibility and is accountable for ensuring operations are conducted in accordance with conditions and restrictions of the Air Operator Certificate (AOC), and in compliance with applicable regulations and standards of the Operator Director Safety & Quality Assurance He is responsible for shaping corporate quality policies/ objectives, advising the Managing Director and the Accountable Executive on strategic issues pertaining to Quality Assurance and Safety assurance in the Airline. He develops policies and procedures to ensure effective functioning of S&QA Department. Safety & Quality Compliance Bulletins published during the year are considered part of CQM and/or SMS Manual. He is responsible & authorized for day to day management of the Quality Assurance Program. Director S&QA is functionally independent and responsible for the performance of QA programe and ensure communication and coordination with operational managers for management of operational risks. Responsibilities a. Prime job responsibility as organization s safety & quality manager is to provide guidance and direction for the operations of the organizational safety management system. b. To have direct access to the accountable executive and appropriate management for matters related to Safety and to provide information and advice on such matters to him & the Managing Director. c. Implement and control the airline Corporation s Safety & QA divisional programs on behalf of the Managing Director & Chairman PIA. d. To assist Managing Director & Chairman PIA on setting the Safety Targets, Safety Goals related requirements for the organization. To strive for improving the organizational level of safety. e. To promote and facilitate a positive safety culture and ensure non-punitive approach in

7 Quality Management Organization Structure Page 7 of 14 implementing Safety & Quality Assurance Programs. f. To maintain and up-to-date reference & adherence to the applicable national, regulatory laws and regulations as well as industry standards and recommended practices. g. Ensure effective functioning of sections responsible for FDM, Flight & Ground Safety, HSE Program, Quality Assurance, Safety Management System, ERP, Customer Relations and Fire protection programs. h. To act as secretary of the Airline s Quality & Safety Review Board that is, Management Review Committee MRC Meeting. i. To ensure that all safety concerns/issues are dealt with on priority basis and the departmental Safety Action Groups are functioning properly and organizational risk management process is proactive and concurrent. j. To ensure effective performance of the flight accident prevention program, flight safety analysis program and ensure communication and coordination with appropriate operations and maintenance managers. k. To be aware of all safety and service quality requirements and to be responsible for the outcomes and findings of all internal and external safety / quality audits. l. To ensure that corrective and preventive actions are taken at the root-cause levels on all audit non-conformities and audit findings in an acceptable manner and within reasonable time frames. m. To monitor implementation of SMS, BARS, IOSA, QMS 9001, OHSAS 18001, HACCP and EMS Standards. n. Monitoring Results/ Outcomes of all Internal Audits including, ISO, BARS, SMS, IOSA Audits, HSE Audits, Airport Safety Surveys, Spot-checks and inspections. o. To ensure strict compliance (by own self and by the subordinate staff) with all HSEQ standards and other legal or regulatory bodies requirements; applicable to operational areas under their jurisdiction at all times during conduct of normal operations. p. To ensure effective functioning of HSEQ Steering and Working Committees. Assume responsibility for recording and reporting of all occupational hazards, accidents, incidents, near miss cases to the concerned agencies as per the Management approved systems procedures.

8 Quality Management Organization Structure Page 8 of 14 q. To cope with changing circumstances & situations and provide information and advice to senior management on matters relating to safe operations. To maintain constant interaction with operational personnel, senior managers and departmental heads throughout the organization. r. To foster positive relationship with regulatory authorities, agencies and service providers outside the organization and establish other contacts at working levels as appropriate. s. To ensure that safety audits covers all important aspects of the organization and that safety audits are performed regularly to identify gaps or opportunity for improvement in the system. t. To convene an inquiry into an accident or incident in accordance with the procedure specified in the Corporate Safety Management Manual and CAA Regulations. u. To ensure implementation and development of accident prevention management plan and Flight Safety Program as per regulatory requirements. v. To ensure effective functioning of Accident Prevention Program and Flight Safety Committee and act as chairman at the meetings of these committees. w. Based on decision in MRC meeting, effective from 30th June 2015 Director Safety & QA shall be ensure registration at IATA for communication of aircraft ground damage reporting to IATA for inclusion in the Ground Damage Database (GDDB). Such reports should be submitted in accordance with the formal IATA ground damage reporting structure Deputy General Manager (Corporate Quality Assurance) a. To be aware of all safety and service quality requirements and responsible preparing inputs for MRC/SRB and other review meetings as secretary/deputy secretary MRC/SRB. b. To ensure that corrective and preventive actions are taken at the root-cause levels on all audit non-conformities and audit findings in an acceptable manner and within reasonable time frames. Recommend/allow extensions for justified reasons to Director S&QA. c. To ensure strict compliance with all applicable standards and other legal or regulatory bodies requirements at all times during conduct of normal operations. d. Support and advise the Chief Pilot Corporate Safety & Director S&QA on all Quality Assurance policy / procedural matters at the Corporate level and Departmental levels.

9 Quality Management Organization Structure Page 9 of 14 e. Develop, implement and effectively execute the Corporate Quality Management Plan in PIA. f. Establish Annual Internal Audit Plan for management approval and define audit standards and reporting format for internal/external audits g. Ensure that the Departmental Quality Control function and Quality Assurance Teams are operating effectively at the required levels in the organization. h. Develop, modify and upgrade effectiveness of human resources to improve the Quality Assurance System performance from time to time. i. Assist CP/Director S&QA in selection of, communication and coordination with the external audit organizations. j. Ensure that the right level of core competencies in Quality functions exist at all levels in PIA. k. Ensure teamwork and team spirit within the QA, Departmental QC teams, and Quality Assurance Teams (QATs). l. Ensure regular publishing of the CQA status and/or Quarterly Quality Performance Reports for top managements review. m. Ensure that clear and effective internal and external communication channels are established in the overall Quality Management infrastructure so that performance quality is reliably measured, recorded, shared and continually improved. n. Take a lead in the implementation of quality management systems which conform to the requirements of international standards e.g. ISO 9001:2000, BARS, Part TCO and IOSA. o. Provide guidance and support to the departments in re-engineering of their processes for achieving effectiveness and efficiency in service delivery. p. Coordinate with the external auditors representing international certification organizations during the certification and surveillance audits. q. Carry out any other task as assigned by PIA s top management. r. Perform any other duty assigned by Director S&QA.

10 Quality Management Organization Structure Page 10 of Manager QA - Evaluation and Audits a. Implement a comprehensive programme for internal evaluation and audits to ensure compliance with the company s systems and procedures as well as international standards e.g. IOSA, ISO 9001 etc. b. Assist DGM CQA FO Coordination with the external auditors representing international certification organizations during the certification and surveillance audits. c. Prepare Audit Reports for management reviews highlighting non-conformities. d. Maintain a follow up with the relevant departments regarding corrective actions on nonconformances identified during the internal and external audits. e. Prepare annual internal Audit Plan and audit programs based on all applicable Quality /Safety System standards. f. Develop, modify and update audit check sheets of various departments. g. Ensure the right level of competence, ethics, and attitude of auditors & co-opted members. h. Carry out site audits as per plans and maintain master document control. i. Perform any other tasks/duties from time to time as assigned by DGM Corporate Quality Assurance Manager Systems Development a. To support and assist the DGM Corporate Quality Assurance in all matters related to corporate quality assurance management. b. To promote an environment of quality minded culture and related awareness and participation with a strong emphasis on professional ethics and usage of innovative tools, concepts and break through thinking. c. Initiate process re-design and re-engineering programmes for key service delivery areas for the purpose of achieving customer satisfaction and efficiency in operation. d. Develop service delivery procedures in line with the best industry practices and customer feedback information. e. Create awareness or users working in different departments on the subjects of quality

11 Quality Management Organization Structure Page 11 of 14 management, safety, health and environment through periodic training sessions. f. To promote, develop and monitor the quality improvement activities at the corporate level, including quality improvement team and problem solving activities. g. To maintain a complete record of QMS adopted by PIAC. h. To conduct gap analysis and audit follow-ups to ensure that non conformities have been removed from the system properly. i. Coordinate and provide effective support to DQC functions related to systems development / improvement. j. Perform any other duty assigned by DGM CQA Manager QA (North) a. Coordinate, follow-up and oversee compliance matters in relations to the northern stations. b. To participate in Internal Audit activities as planned by head office and assist during external audit and assessment processes as needed. Coordinate with the external auditors representing international certification organizations during the certification and surveillance audits. c. Prepare Audit Reports for management reviews highlighting non-conformities. d. Maintain a follow up with the relevant departments regarding corrective actions on nonconformances identified during the internal and external audits. e. Coordinate in the preparation of annual internal Audit Plan and audit programs based on all applicable Quality /Safety System standards. f. Develop, modify and update audit check sheets of various departments. k. Coordinate and provide effective support to DQC functions related to systems development / improvement. l. Perform any other duty assigned by DGM CQA.

12 Quality Management Organization Structure Page 12 of Functional Reporting & Authorities of DQC Managers & Station Coordinators for Safety & Quality. Corporate Compliance to IOSA, BARS, ISO & other applicable standards and applicable regulatory requirement is ensured through Departmental DQC setups and Station s Quality & Safety Coordinators. Compliance responsibility and accountability remains with the concerned departmental heads. However, DQC and QA Coordinators in order to enable them to carry-out their duties & responsibilities effectively and efficiently the following policy is enforced: 1- Manager Departmental or Divisional Quality Control (DQC) and Quality & Safety Coordinators across the PIA network functionally reports to the respective Director or General Manager or Station Head on matters related to Operational Safety & Quality. 2- Respective directors, general managers and station managers are responsible to ensure that these officers/managers are able to perform their duties without any fear and/or pressure. 3- The respective DQC Managers and Quality & Safety Coordinators are authorized to demand, inquire and follow-up on matters required to ensure compliance to IOSA, BARS, ISO & AOC requirements, on their behalf. 4- The respective DQC Managers and Quality & Safety Coordinators are required to report factual status to Corporate Quality Assurance for action at Head Office without any fear or pressure. Respective departmental heads must ensure availability of adequate resources, authorizations, training and support to ensure effective functioning of DQC and/or Quality or Safety Coordinators. 5- All transfers/postings approvals should be routed through DGM CQA/Director S&QA along with proposed nomination of a competent person in that place, so that continuity and level of compliance may not be affected by inter-departmental or cross departmental movements. (Concerned Officers are authorized to display this page as appropriate, for information purposes). This is published with the authority of Director Safety & Quality Assurance.

13 Quality Management Organization Structure Page 13 of Nominated Post Holders Personal Approvals from the PCAA. Pakistan Civil Aviation regulations require approval/acceptance of certain nominated post holders/department heads. The following positions require PCAA approvals. a. Director Flight Operations b. Director Engineering & Maintenance c. Director Safety & QA d. Chief Engineer QA e. Chief Pilot Crew Training f. Principal PTC This is in addition to instructor/technical approvals. Depending upon current regulation each respective department and HRA&C department is responsible for coordinating/soliciting these approvals from the Authority as and when applicable. All department heads including the above post holders are responsible for the management of safety risks and security threats to aircraft operations and to ensure that operations are conducted in accordance with conditions and restrictions of the Air Operator Certificate (AOC), and in compliance with applicable regulations and standards of the Operator. Each post holder and operational manager is responsible to delegation of duties & authorities as appropriate when he/she is absent from office. 3.8 Accountabilities, Authorities & Responsibilities of Management & Non-Management Personnel Accountability of all employees of PIA is established from the acceptance of the position for which they are appointed. By virtue of their acceptance/reporting to the office they accept responsibility for the execution or performance of the assigned function, duty, task or action; Each employee is answerable (i.e. accountable) to a higher authority for ensuring such responsibility is executed or performed in the best matter as per laid down policies & procedures. Each post holder at a given level of responsibility is authorized to take decisions to ensure Safety, Security & Quality of Service with respect to powers assigned to him/her. By virtue of Authority vested in the position that employee gains the right to command or direct; Make specific decisions; Grant permission and/or provide approval; and implement policy & procedures.

14 Quality Management Organization Structure Page 14 of 14 Job specifications, Job Responsibilities and reporting hierarchy is defined in the Corporate JD Manual. Functional responsibilities are defined in detail in the respective departmental policy and procedure manuals. 3.9 Corporate Safety, Quality & Security Policy The designated accountable executive shall demonstrate his/her personal commitment for implementation of Safety, Quality & Security standards in a combined or separate signed policy statement. These policy shall be in accordance with the requirements/provisions of Pakistan CAA and ALL applicable Safety & Quality standards. These policies shall be communicated throughout the organization and provide principle guideline for the whole organization The policy statements shall include a commitment to provide necessary resources, to ensure continual improvement in the organization for management system improvement specially for Safety Management System implementation and encouragement for Safety Reporting The policy shall bind all to act according to the applicable laws, regulations & procedures. The policy shall specify that all operational personnel who perform operationally critical function to remain medically and physically fit for duly The policies referred above shall cover the above mentioned points, the wording my differ but all applicable policy requirements must be met With any change in management structure Director Safety & QA shall be responsible for ensuring that Safety, Quality Assurance and Security Polices are acknowledged and/or signed by the new Accountable Executive within 7 days of joining/designation. Till the new Accountable Executive signs the existing or new polices the previous will stand valid and the new accountable executive shall abide by & enforce the then existing policy commitment Current policy shall be considered part of a corporate quality manual and corporate SMS manual.