QUALITY MANUAL Issue 1, 3 rd April 2015
TABLE OF CONTENTS 1. INRODUCTION 2. THE ISSUE STATUS 3. OVERVIEW OF AVIATOR SOLUTIONS LIMITED 4. QUALITY MANAGEMENT SYSTEM 5. MANAGEMENT RESPONSIBILITY 6. RESOURCE MANAGEMENT 7. PRODUCT REALISATION 8. MEASUREMENT, ANALYSIS AND IMPROVEMENT 2 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
1. INTRODUCTION This document is the Quality Manual (QM) for AVIATOR SOLUTIONS LIMITED. It is the property of AVIATOR SOLUTIONS LIMITED and is a controlled document. 2. THE ISSUE STATUS The issue status is indicated by the version number in the footer of this document. It identifies the issue status of this quality manual. When any part of this Quality Manual is amended, a record is made in the Amendment Log shown below. The Quality Manual can be fully revised and re-issued at the discretion on the Management Team. Please note that this Quality Manual is only valid on day of printing Issue Amendment of Date Paragraph Number Initials 1 3 rd April 2015 None AR 2 3 4 5 6 7 3 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
3. OVERVIEW OF AVIATOR SOLUTIONS LIMITED AVIATOR SOLUTIONS LIMITED is a leading company for aircraft sales, support specialists and general aviation parts. AVIATOR SOLUTIONS LIMITED is an approved registered company located in London UK specializing in all types of spare parts, repair, and overhaul of flight control surfaces, primary, and secondary structures, with heavy emphasis on Engines Support as well (CFM, PW, CF34, RR, GE) AVIATOR SOLUTIONS LIMITED is also a major supplier to many airlines, maintenance facilities, and OEM s operating both domestically and overseas. With AVIATOR SOLUTIONS LIMITED, and its alliances, we can provide customers such as you with complete coverage on many different levels, from repairs, and overhauls, to spares (ROTABLES & EXPENDABLES), and on exchanges when time is truly of the essence. AVIATOR SOLUTIONS LIMITED specializes in buying and selling aircraft parts, helicopter parts and military aircraft parts. Airframe, engine, and systems manufacturers, including: Boeing, Airbus, Embraer, Bombardier, Cessna, Piper, Sikorsky, Bell, GE, Rolls Royce, Pratt and Whitney, Continental, Alison, Goodrich, Landing Gears, Honeywell and Rockwell Electronics. We ll make all the efforts to get you the best quotation for your demand, as your integrity is our satisfaction. AVIATOR SOLUTIONS LIMITED also specializes in making full ACMI Contracts Leasing and Aircraft Sales. With AVIATOR SOLUTIONS LIMITED, and my experience of well over 10 years in working in the aviation industry in operations, and sales, we will continue to expand on the company s overall capabilities, services, and training of its employees, making sure that we stay on the cutting edge of today's technology, materials and processes. In addition, staying informed, and making sure that our customers receive, and continue to receive the very best possible service, support, and solutions, available in today's highly competitive MRO environment. I know that you receive messages like this every day, and I can only hope that this message, and its content stands out from the rest, and upon your review, you would consider giving us the opportunity to compete for your business, and try to 4 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
achieve the goal in becoming a prime supplier not only to you, but your staff, and most of all your company. AVIATOR SOLUTIONS LIMITED was built on the founding principle of building efficient and trusting relationships, and more importantly, work closely with our customers to provide reliable services with unsurpassed integrity. I hope that this message and its intent will open up possibilities to future conversations, and business opportunities you might feel that we can assist in. For more information, please visit http://www.aviatorsolutions.com THE SCOOP OF WORK: Aero Parts sales and support specialist in the Aviation Industry. EXCLUSIONS: Repair, Overhaul and Maintenance for the aero parts, as AVIATOR SOLUTIONS LIMITED is not a repair shop. THE SCOOP OF REGISTRATION: AVIATOR SOLUTIONS LIMITED developed the website http://www.aviatorsolutions.com to be as a global search engine for aero parts, the clients have to register their details in the system as its mandatory and they have to create their own user name and password to log on to the system once they are in, they will be able to provide the Part No. they are enquiry about, if the part is available in the company s inventory, then it will show up with description, quantity and conditions available. If the client is still interested about this particular part, then the client have to click on SEND RFQ, the system will generate a QUOTE to the client with bestselling market price. And once the client would agree to go ahead with this price to provide the PO (Purchase Order), AVIATOR SOLUTIONS LIMITED will provide the certificates that come with this part and the traceability record with the tag date and the system will generate the invoice to the client and send it by either e-mail or FAX. 5 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
4. QUALITY MANAGEMENT SYSTEM DOCUMENT CONTROL: The Quality Manual and all documented QMS procedures, together with associated documents, are controlled in accordance with the AVIATOR SOLUTIONS LIMITED document control procedure outline below: A Document is defined as Information and its supporting medium in AVIATOR SOLUTIONS LIMITED, documents include, but are not limited to the following: Document Procedure Procedures describe the way we carry out and control all the operations, which affect the quality of our services and products. In AVIATOR SOLUTIONS LIMITED, there are no separately published documented procedures, and relevant activities are documented in this manual, and are controlled so that everyone is working to the same issue. The manual is approved by the Managing Director, and authorised for issue by the Management Representative (See paragraph 5). The issue status of the manual is shown in the table on page 3, together with the references to the amended paragraphs, and in the footer. Amendments are shown in red in the relevant paragraphs. Internal and external controlled documents are electronically stored are protected identifying the document and the revision status on the document at the bottom (usually the footer) and the electronic file. Obsolete documents are archived. 6 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
Forms and Templates Forms and templates are under the control of the HR Manager, and are maintained in PDF format in dedicated folders in the F drive in the system in the folder called: Company Procedures and Forms, from which relevant forms can be downloaded for use. Issue status is shown by the date in a comprehensive Excel Spreadsheet maintained by the HR Manger that identifies the folder titles. Quotations, Purchase Orders and Associated Documented Information In the same way, Quotations, Purchase Orders etc. issued by AVIATOR SOLUTIONS LIMITED need a comparable method of control. All such documents will be approved by the authorised person, controlled under the authorised person s password. Issue status will be identified by the date, supported by the date/time of the covering e-mail. Documents of External Origin These include the ISO9000 rules series, laws, regulations, and manufacturers manuals etc. that originate outside AVIATOR SOLUTIONS LIMITED and are, therefore, controlled by the issuer. However, it is the responsibility of AVIATOR SOLUTIONS LIMITED to ensure that such external documents are authorised, are the correct version, and have been distributed to concerned person in the organisation. Manufacturers Manuals and similar documents are generally maintained in soft copy available in the system. CONTROL OF RECORDS: Hard copy records will be stored clearly in the customer or supplier folder in boxes in the allocated area in the warehouse. Retention of such records in shown below. 7 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
However, because of the nature of AVIATOR SOLUTIONS LIMITED business, even hard copy documents received or generated by AVIATOR SOLUTIONS LIMITED is scanned are saved in customer or supplier folders in the system. There is a comprehensive documented procedure covering the control of electronic records as shown below: BACKUP All our HDD are subject to each night backup to separate drivers on three day rotation. This would be used for disaster recovery. Disaster Recovery In the event of the a major Company Office disaster the offsite backups would be restored to waiting hardware located at a Directors house located within the same town (Croydon in Surrey). This site has 50Mbbroadband and would be capable of hosting employees at the location as well as allowing remote connections through the broadband. The company phone number would be transferred to mobile/landline (at Director s house). Self-administered internet domain name functions mean we can move mail feeds and website locations quickly. Downtime would be minimal. Computer Virus Control AVIATOR SOLUTIONS LIMITED HDD s are protected by Norton Internet Security, as well as all the in bound and out bound e-mails protected by Microsoft Office 365 cloud Virus protection and via a local server utilising ASSP Server. All mail has to pass through both solutions. Password Control 8 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
All people employed by AVIATOR SOLUTIONS LIMITED, their password are strictly personal and are not know or documented anywhere within the company. Three personal have administrator privileges (two Directors and the IT administrator). 5. MANAGEMENT RESPONSIBILITY The management team provides evidence of its commitment to the QMS and continual improvement by communicating to all employees the importance of meeting customers as well as statutory and regularly requirements, establishing a quality policy ensuring that quality objectives have been established and performance measured, conducting management reviews, and ensuring the availability of adequate people and equipment resources. In addition, the team ensures that customer requirements are determined and are met with the aim of achieving and improving customer satisfaction. QUALITY POLICY In keeping with our mission to provide information and communication with technology solutions to provide the best quality of support to the Aviation Industry, it s the policy of AVIATOR SOLUTIONS LIMITED to maintain a quality system designed to meet the requirements of ISO9001:2008 in pursuit of its primary objectives. The company s Quality Manual defines our quality objectives and key procedures. Customer service is an essential part of the quality process and to ensure that this is fulfilled, the company is committed to ensure that all employees and sub-contractors are aware of the importance of meeting customers and any applicable legal requirements, and their impact on customer service. To ensure that the company maintains its awareness for continual improvement, the quality system is regularly reviewed and is subject to 9 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
planned internal and external audit. In addition, performance against quality objectives is regularly measured and recorded. The requirements of the company s quality system are mandatory and all company personnel have a responsibility and obligation to it. To this end, and in order to ensure understanding, the Quality Policy is communicated through induction and other relevant training, and a copy is displayed in strategic locations in the company. AWSAM FARJO Managing Director QUALITY OBJECTIVES We aim to provide a professional and ethical service to our clients. In order to demonstrate our intentions, we have identified as measure performance against specified quality objectives, which are listed in the AVIATOR SOLUTIONS LIMITED Quality Objectives & Register, together with the performance results records monthly as shown below: 1 Response to Complaint 100% 2 Customer Complaint <=1 3 Customer Satisfaction 90% 4 On Time Delivery 95% MANAGEMENT REPRESENTATIVE The MD has appointed the Operations and Quality Manager as Management Representative, responsible for the implementation, maintenance, measurement and review of our Quality Management System. 10 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
MANAGEMENT REVIEW Management ensures: The ongoing activities of AVIATOR SOLUTIONS LIMITED are reviewed regularly and that any required corrective action is adequately implemented and reviewed to establish as effective preventive process. The employees and sub-contractors have the necessary training, specifications and equipment to effectively carry out the work. Those internal audits are conducted regularly to review progress and assist in the improvement of processes & procedures. Formal Management Review takes place twice per year prior to certification audits, where applicable. The following topics are reviewed: 1. Follow Up actions from previous management reviews. 2. Customers feedback and actions taken, if applicable 3. Results of audits, internal and external 4. Process performance and product conformity, including measurement of performance against our declared Quality Objectives. 5. Status of preventive and corrective actions 6. Changes that could affect the quality management system and/or quality policy. 7. Recommendations of improvement The results of the review will be recorded in meeting minutes, which will include agreed actions and time scales, covering at least the following: Decisions and actions related to: 1. Improvement of the effectiveness of the quality management system. 2. Any new or improved products. 3. Resources needs (people and equipment) 11 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
In addition, we hold Monthly Management Meeting at which we review each of our current project: 1. Discussing operational issues 2. Invoicing Cash Flow 3. New Business Development 4. Strategic Issues 5. Achievement of Quality Objectives 6. Monthly Financial Overview 6. RESOURCES HUMAN RESOURCES All members of staff are qualified in their areas of specialism. Specific competence requirements are recorded in Job Descriptions that are maintained in the specific professional recruitments for aerospace engineering and aeronautical fields including the responsibilities and authorities for the specified positions. In addition, all members of staff have employment contract and receive both internal and external training on a regular basis and records are kept on their individual personal files. Regular appraisals are carried out to identify future training and developmental needs. INFRASTRUCTURE All of our Sales and Operational administration is conducted at our Head Office. This includes: Management of Financial Records Management of Client Records Company vehicles are regularly maintained based upon the recommended service interval for the vehicle. Members of staff are issued with relevant safety equipment, and they are expected to maintain it in good condition. 7. PRODUCT REALISATION DELIVERY OF PRODUCT REALISATION 12 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
AVIATOR SOLUTIONS LIMITED is responsible for both the planning and delivery of its services. We work closely with our clients to specify their requirements and have a comprehensive product realisation process on which the delivery of our customer related process is based. The charts below show our core Product Realisation Process: Calls, e-mails, Faxes made through our clients to RFQ for parts We act immediately, as if we have the part available in our warehouse; we send the quote to the client YES If the client agrees with the price quoted with terms, LTD and condition, then we ll send a copy of the certificate that comes with the part NO If the client rejects the quotation for any reason, it could be the price quoted, or the LTD or condition, and then we ask the client to source the Agree Quote Send the invoice to the client, and then the client pays into AVIATOR SOLUTIONS LIMITED bank account via wire transfer The warehouse people arrange the shipping to the shipping address and provide the AWB to the client. PURCHASING PROCESS 13 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
Our most significant purchases are for the equipment which we supply to our customer. Suppliers are initially evaluated based on their ability to supply AVIATOR SOLUTIONS LIMITED contract requirements, against anyone of the following criteria; 1. Principles, suppliers and service providers with a proven record of reliability over a period of one year, supported by the experience of the MD or his nominee(s). 2. Principles, suppliers and services providers have been audited or otherwise verified by authorised AVIATOR SOLUTIONS LIMITED personnel. An audit report, visit report or other appropriate report will be filed as evidence of the evaluation. 3. Suppliers that do not meet any of the above criteria, but are temporarily necessary for AVIATOR SOLUTIONS LIMITED needs. Products or services received from such suppliers will be subjected to specific receiving inspection as defined by the MR until the supplier is able to satisfy criterion A or B or C. Results must be fully recorded. 4. Principles, suppliers and service providers that are certified to ISO9001 in the scope required by AVIATOR SOLUTIONS LIMITED. Such suppliers will be required to send copies of the part s certificate weather its FAA 8130 or EASA Form 1 to us for further inspection and filing. Suppliers that meet at least one of the above criteria will be recorded in an Approved Supplier s List (ASL) and only such suppliers will be used. All existing suppliers will be re evaluated every six months, based on achieving satisfactory deliveries, which are both correct to requirements and on time. In the event that a previously satisfactory supplier has not supplied for more than one year, this supplier will be removed from the ASL until it satisfies criteria in 1, 2 and 3 where such suppliers are needed for immediate supply, then the requirements of criterion 4 will apply. Purchases are made by issue of a Purchase Order from our in house database, containing information clearly describing the product and/or service ordered, including where appropriate: Requirements for approval or qualification of product and/or service, procedures, processes, equipment and personnel. Any system requirements (e.g: QMS) This process is illustrated on the next page. 14 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
PURCHASING PROCESS FLOW CHART From Sales Order Process Check availability And Pricing NO OK YES Check Warehouse Location Send e-mail order conformation 15 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
8. MEASUREMENT, ANALYSIS AND IMPROVEMENT CLIENT FEEDBACK We believe that client satisfaction is an effective way of measuring the performance of AVIATOR SOLUTIONS LIMITED. Our assigned Account Managers are responsible for monitoring client satisfaction and feeding comments back to the Senior Executive Team. The feedback we receive from our customers helps us to identify any corrective action(s) that maybe required ensuring that our customers are satisfied with the service levels that they are receiving. Positive feedback may be received by any means, both verbal and written, and must be passed to the MR for action and subsequent reporting at Management Review. In addition to the general feedback addressed above, more formal measurements of customer satisfaction are made through the use of a Customer Feedback Questionnaire that is sent to clients at the end of sales or for long term contacts, could be as well sent annually. The questionnaire comprises ten quality attributes covering different aspects of AVIATOR SOLUTIONS LIMITED service that the customer is asked to evaluate the outstanding to be best, good, satisfied or poor. Copies of the questionnaire are available in the AVIATOR SOLUTIONS LIMITED. INTERNAL AUDITS Internal audits are carried out twice per year, followed by Management Review and prior to certification audits/surveillances. These audits are carried by independent component auditors, and records are kept. All levels of personnel are committed to providing high quality service to customers and have a shared responsibility for the control of non conforming products, correction and corrective/preventive actions. Correction of system or audit nonconformities will be in line with the Internal Audit Procedure templates. Nonconforming product (internal rejects etc.) identified by AVIATOR SOLUTIONS LIMITED staff will be corrected immediately and recorded. Root causes of such nonconformities will be identified and corrective action taken. 16 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
Nonconforming product identified by clients will be reported either in writing (formal rejection notes or equivalent) or may be reported orally. Such nonconformities will be corrected as soon as practicable and recorded. Root causes of such nonconformities will be identified and corrective action taken. The audit process is as follows: INTERNAL AUDIT SUBJECT IDENTIFIED Documentation/Personnel to be audited is specified on the internal Audit Report The audit is conducted and closed if no actions are required A report is produced If any action is required a re-audit is done to check that the action was effective The audit report is then completed and signed by the Internal Auditor INTERNAL AUDIT REPORTS ARE REVIEWED BY MANAGEMENT 17 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
CORRECTIVE ACTION In the event of staff identifying nonconforming in either the QMS or products during normal AVIATOR SOLUTIONS LIMITED ACTIVITIES (i.e. not as part of an internal audit), details will be discussed with the MR for the possible correction and corrective action. When the nonconformity is a one-off and/or the cause is agreed as a simple oversight, no corrective action may be required. When it s agreed that corrective action is needed, the details of the action must be identified, and arrangements made to complete the action, and to ensure that the action is effective. The MR is responsible for the following up the satisfactory completion of the agreed action, and for verifying the effectiveness. Details of any Corrective Actions are formally discussed and recorded in the next Management Review meeting. HANDLING CUSTOMER COMPLAINTS We have a comprehensive policy of handling all complaints immediately. Minor complaints may be handled by the appropriate Account Manager. More serious complaints must be escalated to Director. Customer Complaints must be treated seriously, with particular emphasis on resolving the cause(s) of the complaints. Details of the complaints must be recorded on a Complaints Form and passed to the Operation Manager, who will record the details in a Complaints Register and will ensure that the matter is fully investigated. If the complaint is of a serious nature, the matter must immediately be passed to the Operations Manager, who will decide how to handle the complaint. The Operations Manager or, in his absence, the person who handled the complaint, will ensure that an acknowledgement of the complaint is communicated to the complaint by the end of the next working day. Continuance of communication is vital to prevent the customer becoming more distressed. All complaints that cannot be resolved immediately should be resolved within two weeks. In the event that the complaint is not of a serious nature, and the complaint has been resolved, the number of staff must ensure that the completed original form is passed on to the MR. Every six months the MR will make a report on the complaints recorded in the Complaints Register to identify trends that might lead to preventive action. 18 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015
PREVENTIVE ACTION Preventive action can be identified by analysing the risks during the development of new processes, or analysing trends from which preventive action may be identified. Risk analyses will be carried out by the process owner in conjunction with the MR, in which the following risk elements, will be evaluated; 1. The risk of errors occurring in the new process during implementation. 2. The impact of the errors on the next process in the system or the end customer. 3. The likelihood of detecting and correcting the errors before the next process. Trend analyses will be done by, or in conjunction with, the MR, who will specifically analyse relevant information at least twice per year, prior to Management Review, to include the following: Customer feedback information Internal audit reports Internal nonconformities Supplier problems and/or rating information Following the analyses, the MR will submit suggestions for preventive action, and the details will be formally discussed and recorded in the next Management Review meeting. During this stage, those concerned should be consulted to obtain their views on various methods of preventing problems. 19 AVIATOR SOLUTIONS LIMITED QUALITY MANUAL ISSUE 1, 3rd APRIL 2015