Quality Assurance Organization

AC Aviation QAM Organisation Chart

Name List of Nominated Persons

The duties and responsibilities of required ACA are described in this section. ACA may require additional personnel to assist the nominated personnel if they are over extended in their duties.

ACA Nominated Persons
Name	Title	Phone/Fax	Email
Mr. Stephen C. Levesque	Accountable Manager	Phone: +66 (0) 2504 3598	Stephen@bangkokjets.com
		FAX: +66 (0) 2504 3597
Mr. Palang Khamlek	Head of Flight Operations	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597
Mr. Frank Michael Salinger	Chief Pilot	Phone: +66 (0) 2504 3598	frank@bangkokjets.com
		FAX: +66 (0) 2504 3597
Mr.Jesse Lee Richard	Head of Quality	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597
Mr. Smith Pongstaporn	Head of Safety	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597
Mr. Teerapong prajittanond	Head of Engineering	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597
Mr. Phrompratan Sorossa	Head of Flight Training	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597
Mr. Phrompratan Sorossa	Head of Ground Training	Phone: +66 (0) 2504 3598
		FAX: +66 (0) 2504 3597

All ACA Nominated Persons have the managerial competency together with appropriate technical operational qualifications in aviation. ACA Nominated Persons qualifications and qualifications are available for inspection by the Authority on request.

A person nominated as a post holder by ACA will not be nominated as a post holder by the holder of any other AOC, unless a request has been submitted to the Authority and it is found to be acceptable to the Authorities concerned.

Nominated Persons and Management Daily Quality Commitments

The following duties and responsibilities are in addition to all Nominated Persons specific duties and responsibilities.

• ACA quality policy is continually communicated and followed;
• To ensure that ACA’s quality policy is followed by all employees.
• Commitment to implement an improved quality processes, policies and procedure;

The ACA quality policy shall be reviewed periodically by all Nominated Persons to ensure it remains relevant and appropriate to the organization.

Responsibilities and Duties of Nominated Persons Note

Note

The following quality responsibilities and duties are in addition to the responsibilities and duties listed in ACA’s OM, Organization and Responsibilities chapter.

Accountable Manager

ACA Accountable Manager has the authority for ensuring that all operations and all maintenance is financed and performed to the standard required by CAAT and ACA.

Qualifications

Accountable Manager has following qualifications;

• Has a university degree;
• Minimum two years experience in a similar aviation industry management role;
• Is fluent with the English language;
• Has a proven history of leadership skills;
• Promotes a quality and safety culture within ACA;
• Has a proven history of good decision making skills;
• Has a proven history of management capability to compatible job role;
• Computer skills and knowledge.

The Accountable Manager has:

• Full control of the human resources required for the operations authorized to be conducted under the operations certificate;
• Full control of the financial resources required for the operations authorized to be conducted under the AOC;
• Final authority over operations authorized to be conducted under the AOC;
• Direct responsibility for the conduct of ACA’s affairs; and final responsibility for all quality issues.

Reports to ACA Board of Directors Responsibilities

• Works with the Head of Quality to establish and maintain ACA’s Quality Policy and our commitment to it;
• Shall ensure that all Nominated Persons are committed to ACA’s Quality Assurance System, (QAS).

Relationships

Liaise with the overseeing authority, department managers and department’s supervisors in their assigned area of responsibility.

Head of Quality

ACA’s Quality Assurance System is the responsibility of the Head of Quality reviewed by the Head of Flight Operations and finally approved by the Accountable Manager.

The Head of Quality main focus is to determine if the quality standards required by all authorities are in compliance with ACA’s AOC and all applicable regulations. The Head of Quality is responsible for ensuring that quality audits and inspections are conducted correctly to all areas of ACA operations. The Head of Quality shall the Quality Assurance Committee and Nominated Persons informed of all audit and inspection findings.

The Head of Quality shall ensure that all operations personnel have easy access to a copy of each part of the Quality Assurance Manual which is relevant to their duties. The Head of Quality shall supply crew members with a personal copy of the Quality Assurance Manual for their personal study and knowledge. The Head of Quality will keep a log of the number of Quality Assurance Manual that have been issued to what department or whom and in what form, printed or electronically.

ACA has established a quality system and has designated one quality manager to monitor compliance with, and adequacy of, procedures required to ensure safe operational practices and airworthy aircraft. ACA’s quality system incorporates compliance monitoring that includes a feed-back system to the Accountable Manager to ensure corrective action as necessary.

ACA’s Accountable Manager is acceptable to the Authority and has the corporate authority for ensuring that all operations and maintenance activities can be financed and carried out to the standard required by the Authority.

ACA’s Head of Quality is acceptable to the Authority.

ACA will nominate two Head of Quality’s. One Quality Manger will oversee quality for operations and the other Head of Quality will oversee quality for maintenance and Part M.

Reports to the Accountable Manager Responsibilities

The Head of Quality’s responsibilities and duties include the following, but are not limited to:

• Developing ACA’s Quality Assurance Systems processes, policies and procedures; Assembling literature and disseminating anything that is relevant to the quality of ACA operations;
• Responsible for all quality audits and inspections for ACA and our contract service providers;
• Responsible for overseeing the Compliance Monitoring System and for all compliance monitoring audits and inspections for ACA and our contract service providers;
• Keeping abreast of current changes within the aviation industry concerning quality issues, operations, regulatory requirements, operational and other matters relevant to the Company;
• Responsible for the continuous improvement of the quality concern identification and assessment processes and the organization’s QAS;
• Attending all ACA Quality Assurance Committee meetings;
• Promotes an organizational culture that fosters exemplary quality practices through effective leadership;
• The Head of Quality will oversee revision for the QAM;
• Carrying out any further quality related tasks as assigned by the Head of Flight Operation

The Head of Quality may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Auditors and Inspectors

Auditors and Inspectors are under the control of the Head of Quality. Auditors and Inspectors will be nominated to either complete or assist during any audits as necessary.

Auditors and Inspectors should not have any day-to-day involvement in the area of the operation that is to be audited except in the case of Flight Observations.

All Auditors and Inspectors will have to satisfactorily complete the Compliance Auditing training program before they are allowed to conduct audits or Inspection unsupervised.

Auditor Responsibilities

Auditors shall have a solid knowledge of ACA’s QAS and auditing procedures.

Reports to the Head of Quality.

Responsibilities

• Schedules and conducts Quality Assurance System and Compliance Monitoring audits as directed by the Head of Quality;
• Submits all QAS Audit Reports to the Head of Quality;
• Gives feed back to the Head of Quality, Nominated Persons, department managers and supervisors;
• Attends Quality Assurance System meeting when requested;
• Fulfills other tasks as assigned by the Head of Quality.

Inspectors Responsibilities

Inspectors shall have a solid knowledge of ACA’s QAS and inspection procedures.

Reports to the Head of Quality.

Responsibilities

• Conducts Quality Assurance System and Compliance Monitoring inspections as directed by the Head of Quality;
• Submits all QAS Inspection Reports to the Head of Quality;
• Gives feed back to the Head of Quality, Nominated Persons, department managers and supervisors as required after conducting an inspection;
• Attends Quality Assurance System meeting when requested;
• Fulfills other tasks as assigned by the Head of Quality.

Auditor and Inspectors Qualifications and Competencies

The areas of competence that are necessary to ensure an auditor is able to audit effectively are as follows:

1. Education
2. Training
3. Auditing Skills
4. Technical knowledge
5. Languages
6. Working experience
7. Auditing experience
8. Human factors

Education

All Auditors and Inspectors shall have completed at least secondary technical education degree.

Working Experience

All Auditors and Inspectors in ACA shall have at least one year of working experience from area of audit and/or inspection or at least one working experience in quality department. This is to ensure and maintain an appropriate level of current audit experience. All Auditors and Inspectors shall conduct at least 1 Audit or Inspection per year.

Auditing and Inspection Skills

These are skills that are directly concerned with the special requirements of data collection, the evaluation of the data and its reduction to information. These also include the analysis of that information and its assembly into proper report form for the completion of audit requirements as specified. Skills required are:

1. Examining
2. Searching
3. Listening
4. Questioning
5. Adjusting questions with regard to answers obtained
6. Flexibility
7. Reaction to the content, tone and implication of answers received
8. Questions-clear and unambiguous
9. Technical understanding
10. Sensitivity to areas of examination
11. Determining which areas require extra probing and which can be quickly accepted
12. Evaluation-Allowing the attuned Auditor and Inspectors to pick out the answers of areas of examination that will need further investigation to lead to useful findings and results
13. Reporting
14. Attentive

Technical Knowledge

All Auditors and Inspectors have particular technical knowledge and received appropriate training. Details of individuals technical knowledge is held on their personal record, however the Head of Quality maintains a separate set of records relative to their audit performance.

In particular areas of the audit some Auditor and Inspectors who have no technical knowledge, but with some working experience and education in other fields (e.g. lawyers, economists, etc.) could be included into the audit team.

Human Factors

All Auditors and Inspectors shall possess the following positive human qualities:

1. Confident
2. Tactful
3. Personable
4. Inquisitive
5. Good listener
6. Versatile
7. Constructive
8. Objective
9. Resilient
10. Analytical
11. Familiar with Quality Assurance System
12. Professionalism
13. Integrity

All Auditors and Inspectors should not possess any of the following negative human qualities:

1. Poor preparation and planning
2. Too rigid
3. Forms opinions and jumps to conclusions
4. Subjective than objective
5. Argues rather than reports facts
6. Poor at communications
7. Easily influenced
8. Non professional approach
9. Poor time keeping
10. Lazy and mostly stays in the office
11. Afraid of passing unpopular judgments

All Auditors and Inspectors are to recognize that many aspects of auditing will include confidential information, therefore they are to ensure they do not communicate such information to any other person, except the accompanying Auditor and Inspectors and Lead Auditor and Inspectors if appropriate.

Auditors and Inspectors Training Program

Note

See Auditors and Inspectors Training Program located in section 19 of this QAM for specific training modules, subjects and training hours.

Auditors and Inspectors Records

The Head of Quality keeps records of all audits or inspections completed, copies with which Auditor and Inspectors was involved, and which Auditor and Inspectors performed lead audit role.

The records will be used to help appraise the Auditors and Inspectors’ effectiveness and performance.

Appraisal of ACA Auditors and Inspectors

Each Auditor and Inspector will receive a yearly performance appraisal that will assess their performance. Generating the performance appraisal is the responsibility of the Head of Quality.

Appraisal Matrix Criteria

When appraising Auditor and Inspectors, the Head of Quality will consider the appraisal topics listed in the table below.

Item	Appraisal Topics	Auditor	Inspector
1	Knowledge of Auditing Techniques: Planning, Conducting and Reporting	x	x
2	Knowledge of Human Factors, Human Performance and Limitations	x	x
3	Knowledge of Logistics Processes	–	–
4	Knowledge of Organization Capabilities, Privileges and Limitations	x	x
5	Knowledge of CAAT requirements all relevant Parts and Subparts	x	x
6	Knowledge of the Organization Exposition and Procedures	x	x
7	Knowledge of Occurrence Reporting System and Understanding of the Importance of Reporting Occurrences	x	x
8	Knowledge of Quality Assurance System linked to ACA’s Working Environment and Operations	x	x
9	Knowledge on Quality Assurance System Compliance Monitoring when Relevant	x	x
10	Knowledge on Aircraft Operated by ACA	x	x
11	Understanding of Professional Integrity, Behavior and Attitude Towards Quality	x	x
12	Understanding of conditions for ensuring continuing airworthiness of aircraft	x	x
13	Understanding of their own human performance and limitations	x	x
14	Understanding of personnel company authorizations and limitations	x	x
15	Ability to consider human performance and limitations	x	x
16	Ability to promote the safety and safety policy	x	x
17	Ability to use information systems	x	x
18	Adequate communication and literacy skills	x	x
19	Analytical and proven auditing skills (for example, objectivity, fairness, open-mindedness, determination)	x	x
20	Maintenance error investigation skills	x	x
21	Resources management and production planning skills	x	x
22	Teamwork, decision-making and leadership skills	x	x

Note

The list of assessment is not exhaustive, and is subject of continually improvement and revision.

Head of Safety

The Head of Safety shall have a sound familiarity with ACA’s QAS. The Head of Safety works closely with the Quality Manger to ensure that the SMS and QAS are both in agreement and overlap to ensure both safety and quality.

Reports to the Accountable Manager

Responsibilities

The Head of Safety responsibilities and duties include the following, but are not limited to:

• Works closely with the Head of Quality to ensure that the QAM processes, policies and procedures are compliant;
• Works closely with the Head of Quality to review and analyze all Non-Compliant Reports, Form QAS-1;
• Works closely with the Head of Quality to review and analyze all data gathered during all audits or inspections;
• Attends all Quality Assurance Committee meetings.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Head of Flight Operations

The Head of Flight Operations shall have a sound familiarity with ACA’s QAS. The Head of Flight Operations shall ensure that ACA’s quality polices are followed by all ACA flight operations employees.

Reports to the Head of Quality

Responsibilities

The Head of Flight Operations duties and responsibilities include the following, but are not limited to:

• The Head of Flight Operations will act as Secretary of the Quality Assurance Committee Meetings;
• Attending all ACA Quality Assurance Committee meetings;
• Assists in the continuous improvement of the quality concern identification and assessment processes and the organization’s QAS.
• The Head of Flight Operations may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with the overseeing authority, department managers and department’s supervisors in their assigned area of responsibility.

Head of Flight Training

The Head of Flight Training shall have a sound familiarity with ACA’s QAS. The Head of Flight Training shall ensure that ACA’s quality polices are followed by all ACA instructors, examiners and all contract training partners that provide ACA with training services.

Reports to the Head of Quality

Responsibilities

The Head of Flight Training responsibilities and duties include the following, but are not limited to:

• Provides information to the HOQ regarding quality issues regarding ACAs Flight Crew training operations and programs;
• Assists in the continuous improvement of ACA’s QAS;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Attending all ACA Quality Assurance Committee meetings, (as practical and if not assigned to flight duty and away from home base).

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Head of Engineering

The Head of Engineering shall have a sound familiarity with ACA’s QAS. The Head of Engineering shall ensure that ACA’s quality polices are followed by all ACA maintenance employees and all contract service providers that provide ACA with maintenance services.

Reports to the Head of Quality

Responsibilities

The Head of Engineering responsibilities and duties include the following, but are not limited to:

• Provides information to the HOQ regarding quality issues regarding ACAs maintenance operations;
• Assists in the continuous improvement of ACA’s QAS;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Attending all ACA Quality Assurance Committee Meetings, (as practical and if not assigned to flight duty and away from home base).

The Head of Engineering may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Head of Ground Training

The Head of Ground Training shall have a sound familiarity with ACA’s QAS. The Head of Ground Training shall ensure that ACA’s quality polices are followed by all ACA ground operations employees and all contract service providers that provide ACA with ground support services.

Reports to the Head of Quality

Responsibilities

The Head of Ground Training responsibilities and duties include the following, but are not limited to:

• Provides information to the HOQ regarding quality issues regarding ACAs ground operations;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Assists in the continuous improvement of ACA’s QAS.

The Head of Ground Training may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Chief Pilot

The Chief Pilot shall have a sound familiarity with ACA’s QAS. The Chief Pilot shall ensure that ACA’s quality polices are followed by all ACA Flight Crews.

Reports to the Head of Flight Operations

Responsibilities

The Chief Pilot responsibilities and duties include the following, but are not limited to:

• Provides information to the HOQ regarding quality issues regarding ACAs flight operations and Flight Crews;
• Assists in the continuous improvement of ACA’s QAS;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Attending all ACA Quality Assurance Committee meetings.

The Chief Pilot may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

Pilot-in-Command

Pilot-in-Commands shall have a sound familiarity with ACA’s QAS. Pilot-in-Commands shall ensure that ACA’s ground and flight operations quality polices are followed by all Flight Crew Members when acting as Pilot-in-Command.

Reports to the Chief Pilot

Responsibilities

Pilot-in-Command’s responsibilities and duties include the following, but are not limited to:

• Provides information regarding quality issues to the organization’s Flight Crew Members, In-flight Service Representative and contract service providers when away from home base and or as required;
• Assists in the continuous improvement of ACA’s QAS;
• Promotes an organizational culture that fosters exemplary safety practices through effective leadership;
• Attending ACA Quality Assurance Committee meetings when requested.
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.

Co-pilot

Co-pilots shall have a sound familiarity with ACA’s QAS. Co-pilots shall follow all ACA ground and flight operations quality policies when acting as Co-pilot.

Reports to the Pilot-in-Command.

Responsibilities

Co-pilots responsibilities and duties include the following, but are not limited to:

• Provides information regarding quality issues to the organization’s Flight Crew Members, In-Flight Service Representatives and contract service providers when away from home base and or as required;
• Assists in the continuous improvement of ACA’s QAS;
• Attending ACA Quality Assurance Committee meetings when requested.
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.

Dispatch

The Dispatch shall have a sound familiarity with ACA’s QAS. The Dispatch shall ensure that ACA’s quality polices are followed by all ACA Dispatch employees when dispatching a flight.

Reports to the Chief Pilot

Responsibilities

The Dispatch responsibilities and duties include the following, but are not limited to:

• Provides information to the HOQ regarding quality issues regarding ACAs flight operations and Flight Crews;
• Assists in the continuous improvement of ACA’s QAS;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Attending all ACA Quality Assurance Committee meetings.

The Dispatch may delegate any duties to a qualified person but still remains responsible for the delegated task.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

In-Flight Service Representatives

In-Flight Service Representatives shall have a sound familiarity with ACA’s QAS. In-Flight Service Representatives shall ensure that ACA’s quality polices are followed when acting as an In-Flight Service Representative.

Reports to Chief Pilot

Responsibilities

In-Flight Service Representatives responsibilities and duties include the following, but are not limited to:

• Assists in the continuous improvement of ACA’s QAS;
• Submits a Non Compliance Report, Form QAS-1 or a Suggestion Form when a non-compliance has been identified in the work environment, have observed an unsafe practices or unsafe work conditions.
• Attending ACA Quality Assurance Committee meetings when requested.

Relationships

Liaise with other management personnel, department managers and contract service providers in their area of responsibility.

ACA Personnel

It is the duty of all ACA employees to ensure that all activities and procedures are conducted in accordance with ACA’s quality policies and procedures.

Report to their immediate department supervisor

It is the duty and responsibility of all ACA employees to:

• Assists in the continuous improvement of ACA’s QAS;
• Attending ACA Quality Assurance Committee meetings when requested.
• Submits Non-compliance Report(s), Form QAS-1 or Suggestion Form(s) when observing areas of Non-compliance.