A Quality Management Perspective

Transcription

1 WMO Commission for Climatology (CCl) Meeting of the OPACE-5 on Capacity Development Bucharest, Romania Item 6.3: Best Practices and knowledge sharing from the Regions and Members ~ Capacity Building April 2016 ~ A Quality Management Perspective Helen Tseros National Manager Quality Assurance Australian Bureau of Meteorology

2 Topics: Background to adopt a QM Approach WMO QM twinning/mentor initiative Recap on the RAV South West Pacific QM Activity Lessons Learnt from the Activity What would we do differently? Key elements from ISO 9001 that support Capacity Building

3 Background to adopt a quality management approach..

4 2.2.3 From 15 November 2012, each Contracting State shall ensure that the designated meteorological authority... establishes and implements a properly organized quality system Recommendation - The quality system established... should be in conformity with the International Organization for Standardization (ISO) 9000 series of quality assurance standards and should be certified by an approved organization Recommendation. Demonstration of compliance of the quality system applied should be by audit. If nonconformity of the system is identified, action should be initiated to determine and correct the cause. All audit observations should be evidenced and properly documented.

5 Economy + Safety Quality of Aviation Weather Services

6 WMO QM Task Team

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8 Key Terms of Reference: Assist Members in the implementation & certification of a QMS Develop a twinning/mentor framework between Members with a well-developed QMS & others commencing a QM approach

9 An example of a twinning/mentor QM Activity for Capacity Building.

10 AusAID - Bureau of Meteorology - WMO Public Sector Linkages Program QM Internal Auditor Training for SW Pacific Meteorological Services Bryan Boase & Helen Tseros Australian Bureau of Meteorology

11 Key Drivers for the Activity

12 WMO QMTT Risk Analysis Risk to the Service Provider (Met Service) not adopting a QM approach: Risk for the Service Provider (Met Service) Description of Risk Likelihood Consequences Residual Risk Loss of the legal ability/right to undertake cost recovery Almost certain High Severe Consideration given to the removal of service provider status Almost certain High Severe Potential legal consequences in not meeting statutory and/or legislative requirements Likely Extreme Severe Insurance of the service provider becomes invalid Almost certain Extreme Severe Loss of marketability of the service provider to attract high quality employees Likely Medium Major Negative impact on products and services other than aviation Almost certain Extreme Severe Loss of reputation and credibility Almost certain Extreme Severe The ability to upgrade service provider infrastructure equipment Likely High High Loss of competitiveness Almost certain Extreme Severe

13 WMO QMTT Risk Analysis Risk for the Country if a QM approach not adopted by the Met Service: Risk for the country Description of Risk Likelihood Consequences Residual Risk Airlines reconsider the viability of the country as a destination or alternate port Moderate Medium Significant Increase in insurance premiums Likely Medium Major Threat to economic development Likely Medium Major Loss of the legal ability to charge and therefore a loss of revenue from aviation industry Almost certain High Severe The very viability of the Met Service is put under threat Likely Medium Major Infrastructure such airports become stranded investment for the country Moderate High Major Reduction in tourism due safety concerns Moderate High Major Cost of air transport increases Almost certain High Severe

14 Activity Scope, Aim & Methodology

15 10 SW Pacific Met Services that provide aviation weather services: Cook Islands; Fiji; Kiribati; Niue; Papua New Guinea; Samoa; Solomon Islands; Tonga; Tuvalu; Vanuatu

16 Aim of the Activity Assist the 10 Met Services to develop a QMS to meet the ICAO requirements by delivering their aviation weather services in conformity with the ISO 9000 series of quality assurance standards and in particular, the International Standard ISO 9001 the Quality Management Standard. To encourage all 10 Met Services to achieve third party certification of compliance with ISO 9001 through an external certification body.

17 Methodology Foundation Statement: The critical success factor for a QMS is a rigorous auditing schedule conducted by internal and external auditors. Note: This supports ICAO Annex Demonstration of compliance of the quality system applied should be by audit... As such, a three-staged approach was developed & implemented for this training: Stage 1 Attaining the underpinning, knowledge and skills: QM Internal Auditor Training Workshop Vanuatu (Nov 2012) Stage 2 Practical application and consolidation knowledge and skills: Supervised official QM internal audits performed on Bureau operational units throughout - Australia (2013) Stage 3 Advanced training and qualifications: Lead Auditor Training Fiji (2014)

18 Stage 1: Theory & Practical - attaining the underpinning, knowledge and skills

19 5 day training workshop 22 participants from 10 SW Pacific NMHSs Recognised qualification as an internal QM auditor

20 Training Modules Policy & procedure writing Introduction to ISO19011 Principles of auditing Internal auditor techniques Audit case studies Practical audits Developing an implementation plan for certification Third party Certification

21 Class & Team Work

22 Graduation

23 Certificates

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25 Stage 2: Practical QM Auditing - Australia

26 Stage 2 Participants that successfully completed the internal auditor training were invited to conduct supervised audits on Bureau Weather & Ocean Services Sections located in Melbourne, Sydney, Canberra, Perth & Darwin Provided an ideal opportunity to consolidate the internal workshop training in a practical environment & enhance their audit techniques. Provided an opportunity to discuss face-to-face guidance on issues faced developing & implementing their own QMS. Enhance RAV QM network & provide a forum for benchmarking.

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29 Stage 2: Feedback

30 Stage 3: Lead Auditor Training - Fiji

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32 All 12 participants passed! I. Amkeene IRCA reference AO4525

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34 QUESTIONS?

35 Key Lessons Learnt...

36 The delivery of the course in collaboration with a Nationally Accredited (Australian) QM Training Organisation with international status, provided a high level of credibility and legitimacy. The availability of subject matter experts in quality management and weather services was a critical component to the success of the activity. The strong support and commitment from the 10 RAV Meteorological Service Directors, AusAID, WMO and BoM provided a strong foundation on which deliver the activity.

37 The diversity of practical audits conducted throughout Australia during Stage 2 significantly enhanced the participants appreciation of the cross-functional application of a quality management approach to the delivery of all weather and ocean services. Mixed teams in Stage 2 enhanced the bond between RAV Members. It also enhanced the professional inter-region network between meteorological services. Stage 2 provided valuable perspective for Bureau staff that were audited, as the RAV SW Pacific auditors brought a fresh and unbiased perspective.

38 Maintaining the core participants for all 3 stages to ensure the learning experience provided capacity building in real terms. Providing electronic documentation including templates for use post the workshop in their own Meteorological Services.

39 The high number of practical exercises specific to weather services that supplemented the theoretical underpinning knowledge (Stage 1), provided a real-life application and kept the participants fully engaged. Recognition by issuing of a certificate to demonstrate progress through each phase was a critical and successful motivation factor.

40 What would we do differently?...

41 Research, articulate and promote the potential capacity building benefits that may be realised outside of the specific focus of the activity. For example: we are aware that our QM activity was a catalyst for change in which other in-country public and private sector organisations delivered their services.

42 Key Elements from ISO 9001 that support capacity building...

43 KEY ELEMENTS ISO 9001: Context of the organisation 5. Leadership 6. Planning 7. Support 8. Operation 9. Performance evaluation 10. Improvement

44 Provides an internationally recognised framework for the delivery of weather, ocean and climate services. (All clauses of ISO 9001:2015) Competencies are gained and maintained. Competence ensures that these persons are competent on the basis of appropriate education, training or experience; (Clause 7.2 Competence) Clear processes in place and well defined procedures (Clauses 4.4 Quality management system and its processes, 7.5 Documented information)

45 Leadership Commitment of leadership should ensure that the capacity building activities are viable and sustainable. (Clause 5.1 Leadership Commitment) Resources Financial and human resources are critical to any capacity building activity (Clause 7.1 Resources) Risk management Approach will ensure the development of appropriate risk mitigation strategies. (Clause 6.1 Actions to address risks and opportunities)

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51 WMO QM Forum

52 QUESTIONS