operations manual doc. ref : mnl-fl-001 revision : part a...

OPERATIONS MANUAL

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QUALITY MANAGEMENT SYSTEM

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Operations Manual Part A Copyright © 2013 Edition 0

TABLE OF CONTENTS

CHAPTER 3: QUALITY MANAGEMENT SYSTEM

3.1 QUALITY POLICY 3 3.1.1 Terminology 5 3.1.2 Specified Operational Standards 6 3.2 QUALITY ORGANIZATION 7

3.3 RESPONSIBILITIES 8 3.3.1 Accountable Manager 8 3.3.2 Quality System Director 8 3.3.3 Quality Assurance Manager 10 3.3.4 Quality Operations Manager 11 3.3.5 Quality Maintenance Manager 12

3.3.6 The Auditor 13 13 3.4 OPERATIONAL PROCEDURES TO ENSURE REGULATORY COMPLIANCE 14 3.4.1 Audit Program Review 14 3.4.2 Review of Operational and Quality Procedures 3.4.3 Acceptable Means of Compliance / Interpretative and Explanatory Material 14 3.4.4 Procedures for approval / acceptance 14 3.5 MONITORING AND AUDIT PROCESS 16 3.5.1 Monitoring 16 3.5.1.1 Scope 16 3.5.1.2 Audit Plan Implementation 16 3.5.1.3 Non-compliance Notification 16 3.6 AUDIT PROCESS 17 3.6.1 Audit Preparation 17 3.6.2 Audit Procedure 17 3.6.2.1 Communication to the Audited Organization. 17 3.6.2.2 Pre-audit Briefing 18 3.6.2.3 Performance of the Audit 18 3.6.2.4 Debriefing 18 3.6.3 Reporting Procedure 19 3.6.3.1 Quality Audit Report 19 3.7 FOLLOW-UP AND CORRECTIVES ACTIONS PROCEDURES 20 3.7.1 Management Responsibilities 20 3.7.2 Monitoring of Corrective and Preventive Actions 20 3.7.3 The non-conformities Management 20 3.7.4 Classification of non-conformities 21 3.8 CORRECTIVE ACTIONS 22 3.8.1 General 22 3.8.2 Corrective Actions Follow – up 22 3.8.3 Audit Plan and Follow-up Process Review 23 3.9 QUALITY TRAINING PROGRAM 24 3.10 QUALITY ASSURANCE DOCUMENTATION 24

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CHAPTER 3: QUALITY MANAGEMENT SYSTEM

3.1 QUALITY POLICY

CORPORATE QUALITY POLICY 1. MANAGEMENT COMMITMENT

Executive Management Senior management is actively involved in maintaining the Quality Management System. It provides the vision and strategic direction for its growth, and establishes Quality objectives and policy. On the Purpose of continuous leadership and commitment to improve the Quality Management System, senior management communicates the importance of addressing the legal, regulatory as well as customer requirements by holding regular meetings and management review to ensure the availability of resources.

Nominated Quality Responsible Every Director, Manager and Supervisor assumes the role of "owner" of one or more processes. For some processes, the Director, Manager or Supervisor may decide to delegate this responsibility to another manager of his choice. As a «process owner», he is required to manage this to meet the customers’ requirements. To this end, it is the responsibility of each manager to implement, define, and use performance measures, to maintain the process and verify that it is and remains in accordance with the policy of the Compagnie Africaine d'Aviation (CAA). Designated Quality Managers attract the attention of their staff on the importance of meeting the requirements of users, while respecting the legal framework and using resources wisely. They are responsible for ensuring that the quantity and quality of resources under their Department have the level required for the efficient and effective execution of processes which they are responsible.

Employees of Compagnie Africaine d'Aviation (CAA)

Each employee of Compagnie Africaine d'Aviation (CAA) must be familiar with, and understands his participation in the Quality System. All agents of Compagnie Africaine d'Aviation (CAA) must follow the policies and procedures contained in different Operational Manuals: they must understand the consequences of non-compliance for the Compagnie Africaine d'Aviation (CAA) and for themselves.

2. CUSTOMER APPROACH

Compagnie Africaine d'Aviation (CAA) strives to meet the needs and expectations of customers while respecting the legal requirements and making rational use of resources. The opinions expressed by the customers play a fundamental role in the Quality Management System of the Compagnie Africaine d'Aviation (CAA). About services we supply, the Compagnie Africaine d'Aviation (CAA) gathers the opinions of customers through different means. Through these, customers orientate Compagnie Africaine d'Aviation (CAA) towards possibilities of developing new options. to ensure that customers' reactions are duly taken into account in the operation of the Compagnie Africaine d'Aviation (CAA), we have implemented systematic procedures of customer requirements survey and claims processing.

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Compagnie Africaine d'Aviation (CAA) also identifies current and future needs of its customers, and strives to meet their needs and exceed their expectations. The senior management ensures that the compliance of the service is measured and reviewed and appropriate action is taken if planned results are not achieved or will not. 3. PLANNING

Objectives of Quality Senior management ensures that quality objectives are communicated throughout the organization and the performance of these objectives are measured. The operating balance is used to monitor and analyze performance of these objectives and results are reviewed during management review. The operating balance contains the key process indicators covering four different perspectives: financial, customer satisfaction, internal processes, and innovation and creativity. These objectives can be subdivided into sub-goals and communicated to the appropriate level of the company. In the absence of contractual derogatory provisions, security and reliability of the service have been considered and addressed. In addition, the assessment report of quality management analysis provides information on the progress of implementation of this system at Compagnie Africaine d'Aviation (CAA).

Quality Management System Planning The quality management system of Compagnie Africaine d'Aviation (CAA) is documented and designed to ensure that all services and processes meet the requirements of our customers. We meet the specified requirements by the effective implementation of all processes, procedures and work instructions related to the quality system in daily activities. The quality system documentation is designed to achieve quality in the definition of customer needs, planning, compliance and implementation of the service and support throughout the lifecycle of the service. Before any significant changes that have an impact on the quality management system, the processes of revision and planning are recommended in order to minimize the risk of negative effects.

Responsibility and Authority Responsibilities and authority within the Compagnie Africaine d'Aviation (CAA) have been defined for each operational and non-operational staff.

Jean-Marc PAJOT

CEO

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3.1.1 Terminology

Quality: The totality of features and characteristics of a product or service that bear on

its ability to satisfy stated or implied needs Quality Assurance: All those planned and systematic actions necessary to provide

adequate confidence that a product or service will satisfy given requirements for quality. Quality Assurance includes all those systematic measures needed in order to ensure that a company is well planned, organized, operated, maintained, developed and supported in accordance with (Civil Aviation) Authority regulations and the operator’s own additional requirements. Flight safety and its development is an interaction between that Authority and the operator. The Authority has the responsibility for regulation, surveillance and analysis; whereas the operator has the operational responsibility ensuring that flight safety and operational standards are adhered to

Quality Audit: A systematic and independent examination to determine whether quality activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives.

Quality Auditor: A person qualified to perform Quality Audits. Quality Control: The operational techniques and activities that are used to fulfill

requirements for Quality. Quality Evaluation: An evaluation is an independent review of company policies,

procedures and systems. The evaluation process builds on the concept of audit and inspection.

Quality Management: The management responsible for the overall function that determines and implements the Quality Policy.

Quality Assurance Manager: The manager responsible for the monitoring function and for requesting remedial actions.

Quality Manual: The document containing the relevant information pertaining to the operator’s quality system and quality assurance program.

Quality Plan: A document setting out the specific quality practices, resources and sequence of activities relevant to a particular product, service, contract or project.

Quality Policy: The overall quality intentions and direction of a company in regard to quality, as formally expressed by the Accountable Manager.

Quality Surveillance: The continuing monitoring and verification of the status of procedures, methods, conditions, processes, products and services and analysis of records in relation to stated references to ensure that specified requirements for quality are met.

Quality System: The documented organizational structure, responsibilities, procedures and resources for implementing and maintaining Quality Management.

Accountable Manager: The person acceptable to the Civil Aviation Authority who has corporate authority for ensuring that all operations and maintenance activities can be financed and carried out to the standard required by the Authority and any additional requirements defined by the operator.

Concern: Is a condition supported by objective evidence, recognized as a potential problem that may become a “Finding”.

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Evidence: Is a documented statement of fact, this may be quantitative or qualitative, based on observations, measurements or tests that can be verified. Objective evidence may be found from:

Document or manual review Equipment examination Activity observation – interview data.

Finding: A finding is a condition, supported by objective evidence that demonstrates a

non-compliance with a specific standard.

3.1.2 Specified Operational Standards

The specifications below are recommended by the Accountable Executive of Compagnie Africaine d'Aviation (CAA) for all operating procedures in the different departments:

The operating procedures or work procedures shall be established and followed vigilantly, in order to ensure the safe execution of tasks and establishing commonality in the means by which tasks are accomplished.

The operating procedures shall exist for all tasks with safety implications. The operating procedures shall be written in a logical manner to assist personnel in

completing tasks safely. The operating procedures shall be designed to be fail-safe. However, where the

possibility of human error may pose a significant risk, safety controls are integrated with the operating procedures of all departments

Emergency procedures or contingency plans shall be established to ensure satisfactory recovery from unsafe situations and emergencies.

The operating procedures shall be designed to be dynamic by nature, allowing continual improvement based on feedback from operational experiences.

All Responsible managers shall implement measures to ensure that operating procedures are controlled

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3.2 QUALITY ORGANIZATION

ACCOUNTABLE EXECUTIVE/ CEO

Jean- Marc PAJOT +243 81 5304079

[email protected]

CORPORATE QUALITY DIRECTOR Jean- Pierre OMWAPA

QUALITY AUDITOR QUALITY INSPECTOR

QUALITY MAINTENANCE MANAGER

Willy KALENGA

QUALITY ASSURANCE MANAGER Jean MULAMBA

QUALITY STAKEHOLDERS (ORG/FLT/DSP/MNT/CAB/GRH/CGO/SEC/TRG)

QUALITY OFFICER Callary KALALA

CORPORATE DOCUMENTATION SYSTEM DIRECTOR Prince MAKENGO

QUALITY OPS MANAGER Jean MULAMBA

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3.3 RESPONSIBILITIES

3.3.1 Accountable Manager

Refer to OM Part A Chapter 1.3.0

3.3.2 Quality System Director

Quality System Director reports to the CEO for:

Establishing and managing the Quality System of Compagnie Africaine d'Aviation (CAA);

Publishing, implementing and reviewing the Quality Policy of Compagnie Africaine

d'Aviation (CAA);

Developing and Establishing Quality Assurance Program that includes procedures

designed to carry out Quality audits and inspections;

Monitoring compliance and adequacy of procedures to ensure safe operational practices

and airworthiness of all aircraft operating under the Compagnie Africaine d'Aviation

(CAA) AOC;

Maintaining proper liaison with the Postholders within Compagnie Africaine d'Aviation

(CAA) to ensure adequate standards of Quality are being maintained and any quality

recommendations are adopted;

Assessing, through audits, the safety standards of airlines that operate for Compagnie

Africaine d'Aviation (CAA) under leases;

Maintaining routine feedback to the Accountable Manager;

Planning and controlling Quality Department budget;

Liaising with Top Management on all Quality related matters. Liaising with Safety

Director on any flight safety matters.

Evaluating the effectiveness of the Quality Assurance Program within the Compagnie

Africaine d'Aviation (CAA).

Determining, coordinating and allocating preventive or corrective measures to all non-

conformities reports to the appropriate Departments or Sections within the organization.

Reviewing and coordinating any directives, plans and programs that may affect Quality.

Evaluating the effectiveness of the activities of the Emergency Response Plan after

recovery.

Liaising and coordinating with the DRC Civil Aviation Authorities on all Quality related

matters.

Participating in the external aviation industry activities with the objective of improving

Quality Management.

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In his absence, he delegates the operational tasks for which he is responsible, to

another qualified person.

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3.3.3 Quality Assurance Manager

Department: …………………. Quality System Reports to: …………………... Quality System Director The Quality Assurance Manager is responsible to the following functions:

Manage with operations Quality Director and safety Director the Corporate Quality assurance Program.

Evaluate with quality Director, safety Director, the effectiveness of the Quality assurance program within the Compagnie Africaine d'Aviation (CAA).

Manage and evaluate with quality Director, the effectiveness of the implemented corrective or preventive measures.

Supervise the Quality assurance Programs of subordinate units. Manage an operational quality education, training, awareness and information

dissemination program. Develop and manage with quality Director a quality information system Develop and implement with quality Director, safety director an annual quality audit

program. Conduct Quality Audits to ensure consistent compliance and continuous improvement of

operational safety and quality procedures Assist the operational departments in identifying root causes following audit findings. Ensure the development of appropriate corrective action to address findings Evaluate the corrective actions to determine implementation of corrective action

effectiveness. The Quality assurance manager has to cooperate as much as possible with the Auditors

in order to permit a correct and complete analysis of their department in relation with the subject of the audit.

Manage Quality Assurance program including Audit program, this include developing appropriate Annual Audit plan, compilation of Audit reports & follow up of related recommendations proper closure, the program shall include spot audits & monitor the efficiency of the audit process.

Analyze the audit reports; evaluate trends & conduct of meetings to ensure maximum use of quality assurance program as a prevention tool.

In his absence, he delegates the operational tasks for which he is responsible, to another qualified person.

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3.3.4 Quality Operations Manager Quality Operations Manager reports to Quality System Director Main Duties/ Responsibilities:

Efficiently and effectively, plan, organize, co-ordinate and control resources allocated to the Ops Quality Assurance & Flight Safety Section in order to achieve high quality & safe standards acceptable to airworthiness authority and the Compagnie Africaine d'Aviation (CAA)

Ensure that a Flight and Ground Operations Quality program is properly established, implemented and maintained.

Ensure acceptable quality standards of the subcontractors and aircraft leases. Be available for the Flight and ground Operations personnel as a focal point for Quality

matters. Conduct quality information induction program for flight and Ground operations

personnel new recruits. Maintain close liaison, communication and co-operation with DRC CAA related

management. Propagation and promotion of Quality & Safety initiatives. Call for monthly Flight Safety meetings in close liaison with Manager Flight Safety,

including dissemination of meetings minutes & follow up of action items. In his absence, he delegates the operational tasks for which he is responsible, to


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3.3.5 Quality Maintenance Manager

The Quality Maintenance Manager depends to the Quality Director and be accountable to the strict guidelines for the promotion of quality in the maintenance Direction.

He has the authority to rule on any quality problem related to aircraft maintenance and is responsible for the effectiveness of its quality system.

Its functions are to:

Ensure links with DRC CAA for all requirements related to its functions. he is responsible for establishing an independent quality system to monitor compliance with and the adequacy of procedures for working with the requirements of the DRC CAA and the Compagnie Africaine d’Aviation (CAA).

During management meetings, he informs the Chief Executive Officer of all matters relating to the quality maintenance and the Compagnie Africaine d’Aviation (CAA) compliance with the regulations.

Prepare and send to the Civil Aviation Authority the reports on the discovery of serious damage.

Reviews, in collaboration with the Technical Director, the MCM and its associated procedures contained in the MPM and ensure compliance with the DRC regulations and requirements of aviation organizations.

Treats the feedback as part of the training on the adequacy of procedures and maintenance used in the Compagnie Africaine d’Aviation (CAA) instructions.

Ensure that managers and staff under his responsibility are sufficiently trained and motivated to do their job and they work efficiently in a team.

Defines the plan for continuing training and ensure the affectivity of the implementation In his absence, he delegates the operational tasks for which he is responsible, to


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3.3.6 The Auditor The Auditor is responsible for:

Performing evaluations, audits and inspections as part of ongoing Quality Assurance; Identifying and recording any concerns or findings, and the evidence necessary to

substantiate such concerns or findings; Reporting directly to the quality assurance manager

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3.4 OPERATIONAL PROCEDURES TO ENSURE REGULATORY COMPLIANCE The conduct and execution of all operations and training program within Compagnie Africaine d’Aviation (CAA) comply with the applicable Law n°010/014/2010, RACDs , Decisions, Compagnie Africaine d’Aviation (CAA) Manuals, Policies, Procedures and Practices. The management is responsible to ensure compliance with requirements here above. 3.4.1 Audit Program Review At annual intervals the Quality Director will assess compliance with the program and confirm that all subjects have been adequately dealt with, either individually or in combination with others. Any omissions will be rectified. At this time it is expected that those subjects such as the continuing validity of the published “Duties and Responsibilities” will be addressed by the Accountable Manager himself. 3.4.2 Review of Operational and Quality Procedures The Quality Director will initiate an annual review of Compagnie Africaine d'Aviation (CAA) operational and quality system procedures, to ensure that they remain effective and appropriate for their purpose. 3.4.3 Acceptable Means of Compliance / Interpretative and Explanatory Material All audits are founded on establishing compliance with the requirements of RACDs, and ensuring in particular that information provided in the Acceptable Means of Compliance / Interpretative and Explanatory Material and the Appendices is fully taken into account. 3.4.4 Procedures for approval / acceptance The required approvals or acceptances can be distinguished:

Fundamental Approvals / Acceptances These are the approvals / acceptances that are required for the prior conduct of any Compagnie Africaine d’Aviation (CAA) operation. Approvals and acceptances address fundamental principles defined and issued by the DRC CAA before the AOC issuance.

Operational Approvals / Acceptances These approvals / acceptances are related to a particular type of operation and are mentioned in the record of operational requirements associated with the AOC.

Special Approvals / acceptances

These are approvals / acceptances related to a specific procedure when operational conditions are specific to Compagnie Africaine d’Aviation (CAA) and require specific approval or acceptance of the DRC CAA.

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Internal Approval in Compagnie Africaine d’Aviation (CAA)

All Compagnie Africaine d’Aviation (CAA) Manuals shall have an internal approval before their submission to the Authority.

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3.5 MONITORING AND AUDIT PROCESS

3.5.1 Monitoring

3.5.1.1 Scope The purpose of monitoring within the Quality System is primarily to investigate and judge its effectiveness and thus to ensure that defined policies, operation, maintenance and standard procedures are consistently met. Each employee of Compagnie Africaine d'Aviation (CAA) may notify the Quality Department with non-compliance concerning any service provided and / or purchased by the Compagnie Africaine d'Aviation (CAA). 3.5.1.2 Audit Plan Implementation Compagnie Africaine d'Aviation (CAA) audit implementation focuses on the following:

Communicate the audit program to the Accountable Manager. The coordination and planning of audits and other relevant information to the audit

program activities; Establish and maintain a process for auditors evaluation and their continuing

professional development. Ensure the selection of audit teams; Provide the necessary resources to audit teams; Ensure the conduct of audits according to the audit program; Monitor activity records; Ensure the review, approval and to ensure their distribution to the customer audit and

other designated parties audit reports; Ensure follow up audits.

3.5.1.3 Non-compliance Notification

Monitoring activity is based on the Quality Inspection / Quality Control / internal audits, corrective actions and monitoring.

The monitoring activity eliminate the causes of unsatisfactory performance. Any non- compliance found as a result of monitoring is communicated to the designated

Quality Manager in the field of activity concerned. So that, they can take corrective action and, where appropriate, by Quality Director (Refer to Annex A6, A7 and A10)

The non-compliance is recorded, for offering further investigation to determine the cause and enable the appropriate recommendation of corrective measures

Then the Non -compliance are investigated in the department concerned to determine the appropriate measures as they may be symptoms of deficiencies in the system.

Corrective actions are necessary to correct associated problems with the deviation of the specific requirements. Their effects are corrective actions will be monitored and analyzed as trends.

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3.6 AUDIT PROCESS

3.6.1 Audit Preparation

1) Preparation of the audit starts from the date of audit visit:

Gathering all the necessary information;

Carrying out research on relevant incidents or irregularities that occurred;

Analyzing of published documents, including reports of previous audits.

2) The audit preparation also includes a preliminary analysis of activities, documents and events

that must be audited to assess the needs, procedures and standards;

3) Based on this analysis, the auditors should include the development and / or updating of

audit tasks that must be used.

4) A single audit visit may include several audit missions of different types

3.6.2 Audit Procedure In general, each audit visit should be managed in four stages:

Communication to the organization to be audited. Pre-audit Briefing. Audit Execution. De-briefing.

3.6.2.1 Communication to the Audited Organization.

Written notification visiting audit issued by Quality Director must be made one week in advance,

internal audit, and at least two weeks for external audits to the corporate of the entity to audit, to

identify the person responsible for sector audited.

The communication must contain at least the subject of audit, the date and the board of

auditors.

The designated Quality Manager may request a rescheduling of the date of the audit whether

sufficient grounds exist. In such a case, an application must be completed and approved by the

Quality Director.

The audit will then take place on the date specified, but this delay must be recorded in the

annual report.

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3.6.2.2 Pre-audit Briefing 1) The audit itself begins with a pre-audit meeting where the purpose of the audit is explained in particular, through an information session taking into account the following aspects:

Presentation of the auditors involved; Purpose and scope of audit; Terms of development; Confirmation that all resources are expected to attend.

2) The auditor must have all the necessary documents to perform and record the audit report:

Checklist Forms of the audit report

3.6.2.3 Performance of the Audit 1) The auditor then proceeds to control the use of the list mentioned above. 2) Techniques that can contribute to effective control are:

Interviews with personnel involved (for audits of the quality only). The examination of documents Audit Verification of records. Direct Observation / verification operations. Good record keeping and records.

3) All the boxes in the checklist of auditors must be completed during the audit. If everything is not applicable, it must be indicated on each box. However, depending on the specific knowledge of the area or the audited body, the auditor may decide, during the audit, to skip some point and add a new one. 3.6.2.4 Debriefing At the end of the monitoring, a closing meeting should be held with those responsible for the functions that have been audited. The purpose of the meeting is to present and explain the results of the audit to ensure that relevant staffs clearly understand the results of the audit. A complete record of this meeting should be kept

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3.6.3 Reporting Procedure

3.6.3.1 Quality Audit Report

For the audit, an audit report must be prepared. There must be a good compilation of the audit report and communicate data. If the auditor identifies non-compliance, each statement must briefly be described in the

audit reports and reported with details; The audit concludes with a debriefing , during which non-compliances reported are

explained and recognized. If several check list of audit during the audit visit, only one will be chosen as collective

The original copy of the completed checklist and related reports, signed by the auditor returned to Quality Director .

The final audit report, verified and approved by the Quality Director must be sent to the audited responsible area for discussing about corrective actions (if necessary).

The audit results are submitted to the Quality Direction and will be available to the authority.

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3.7 FOLLOW-UP AND CORRECTIVES ACTIONS PROCEDURES

3.7.1 Management Responsibilities It is the responsibility of the Accountable Manager to ensure that Quality Audit/Corrective Action Reports are satisfactorily resolved. It is not the responsibility of the Quality Assurance Manager to achieve resolution but it is his responsibility to ensure that the action taken is adequate and likely to ensure future satisfactory performance. Corrective action must be positive and contribute to a permanent solution of the identified problem.

3.7.2 Monitoring of Corrective and Preventive Actions 1) Upon receipt of the non-compliance form or register, the Quality Assurance Manager analyzes the proposed corrective and preventive actions and, if possible, suggests areas for improvement. 2) The Quality Officer establishes or maintains the register of non-compliance. This register contains:

Findings The status The level of non-compliance Corrective actions Preventive actions The creation date The duration The closing date The Responsible Action Observations

3) The register of non-compliance is countersigned by:

The Quality Assurance Manager The Quality Director

3.7.3 The non-conformities Management 1) The designated officer or manager of each department is responsible for the management of non-conformities reported in the area. 2) The interface quality of each area of activity of the Compagnie Africaine d’Aviation is responsible for overseeing the processing system of non-compliance. 3) In case of an audit the contractor / subcontractor, the reference person responsible for the proper management of non-compliance is responsible for signing the contract. The following criteria are used in the dissemination of the conclusions:

A level of seriousness / severity of the findings is set, depending on the importance of the processes / sub-processes audited and non-compliant.

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The root cause is defined by the acceptable area responsible for the area audited. Measures to the Accountable Manager these findings and prevent its recurrence are

identified and agreed upon by the head of the audited department. Corrective actions are planned and controlled for closing. Proper allocation of resources should be provided by the Accountable Manager for their

implementation.

3.7.4 Classification of non-conformities The Quality Assurance Manager assesses the response received from the repartee and may request further details to be provided, or alternative corrective action if the action taken is considered to be inadequate by either himself or by the Quality System. Deficiencies and remedial action will be categorized as:

LEVEL 1. Items directly affecting safe operation or airworthiness which require immediate corrective action and a report to the Quality Assurance Manager within a period of 7 days.

LEVEL 2. Items which affect the continuing approval of the organization and require corrective action to the satisfaction of the Quality Assurance Manager within a longer period than for a Level 1 item but not more than 28 days.

LEVEL 3. Items of a general nature included for completeness and information, to be corrected within 3 months.

All corrective actions should be closed within the target time. In some cases, the auditor may come across situations which are not entirely satisfactory but do not strictly constitute non-compliance with the Quality System’s requirements. These may be recorded as OBSERVATIONS. As an observation, corrective action is not considered mandatory and an expiration date is not fixed but it is still acceptable to have a response to the observation made in the six months of its finding.

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3.8 CORRECTIVE ACTIONS 3.8.1 General As soon as the receipt of the corrective action request, followed by the observation sheet and the audit report , the designated Quality Director in the relevant field should respond by establishing a Corrective Action Request (CAR), which must be harmonized with the auditor within a target date. The final agreed proposal of corrective actions must be signed both by Quality Assurance Manager with the interface of the involved Department. 3.8.2 Corrective Actions Follow - up The follow-up process will be as follow:

1. Auditor/Quality Assurance Manager will contact the Auditee Department via relevant

interface quality for addressing the non-conformance by the agreed date.

Evidence may be either in hardcopy or electronic, direct contact by mail should be made

to advise them of completion of this step. 2. Or, The Auditee Department/relevant Interface quality contact the Auditor/ Quality

Assurance Manager for addressing the non-conformance, will inform when the agreed

corrective actions are being progressed and forward evidence.

3. The status of CARs will be determined by conducting a follow-up audit or sighting

evidence of the proposed action. The Auditee Department/relevant Interface quality must

also provide evidence in evaluating the effectiveness of the proposed action.

4. Has the proposed action effectively solved the issue arising from the CAR, and will the

proposed action effectively prevent future occurrences?

5. Report the results of follow-up review of evidence to the Quality system Director, if

corrective action has been implemented and evaluated to be effective in correcting the

issue originally identified, then the CAR will be completed and CLOSED.

6. If action has not been effective, the Quality System Director/Quality Assurance

Manager/Auditor require to Auditee Department/relevant Interface Quality the further

actions to resolve the issue and update progress of CAR to EXTENDED on database.

7. The CAR will not be closed until the effectiveness of the action has been evaluated and

evidence of evaluation has been shown.

8. If the response providing the root cause analysis, proposed action and proposed time-

line is not received by Quality system office within the stipulated time-frame, the

escalation process is required.

9. Corrective action request summary form sent from Quality System office to Auditee with

instructions to respond within 2 weeks

10. If a response is not received within 2 weeks, the CAR will be escalated via a

memorandum forwarded by the Quality Assurance Manager

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11. If a response is not received within 1 week, the CAR will be escalated with

correspondence forwarded from the Accountable Manager/ Quality Director to the

relevant Director of the Auditee Department for action, a response is required

immediately.

3.8.3 Audit Plan and Follow-up Process Review

The implementation of the audit plan should be monitored and, if necessary, at appropriate

intervals, examined to assess whether the objectives have been achieved to identify

opportunities for improvement.

The review of the audit program should consider, for example:

1) The results and trends monitoring,

2) The compliance procedures,

3) The records of the audit program,

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3.9 QUALITY TRAINING PROGRAM

Included in the Quality Manual, chapter 9.

3.10 QUALITY ASSURANCE DOCUMENTATION For the implementation of the quality assurance program of CAA, the primary documentation consists of the following documents:

IOSA Standards Manual (ISM) containing all the checklists for quality inspections, some particular quality controls and reference of internal audits except for the checklist of Compagnie Africaine d'Aviation (CAA)

IATA Reference Manual for Audit program (IRM)

Compagnie Africaine d’Aviation fits under these documents, all continuous in the law 010/14,

RACDs and procedures related to the regulatory framework for DRC CAA requirements

For further information related the quality documentation, please consult the quality manual

Chap 3 and 4.

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