Summary and Conclusions of Workshop Concepts

1. Summary and Conclusions of Workshop Concepts Gustavo De León Regional Officer, Air Traffic Management and Search and Rescue ICAO NACC Regional Office NAM/CAR/SAM Quality Assurance Workshop NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)

2. ATS Quality Assurance Workshop Summary • Time Management • Communications • Definitions • Background

3. ATS Quality Assurance Workshop Summary • ATS Quality Assurance Programmes • Controller Proficiency Checks • Air Traffic Incident reporting, investigations and investigation teams • Air Traffic Incident prevention programmes • Air Traffic Services evaluation programmes

4. ATS Quality Assurance Workshop Summary • Proficiency training programmes • ATS safety management • Human Factors • Workshop activities

5. Next Steps • Regional guidance material approved by: • GREPECAS/10 (Canarias, Spain, October 2001) • ATS QA Programme Workshops • 2001 (English) – NAM/CAR/SAM • 2002 (Spanish) – CAR/SAM

6. Next Steps • ATM Evaluation Missions to States/Territories and International Organizations responsible for FIRs 2001 – 2003 • Encourage implementation of CAR/SAM/3 RAN Meeting Rec. 5/38

7. Next Steps • ATS QA Programme Training Course • Request for development of a QA Programme Training Course under TRAINAIR • ICAO Headquarters for consideration as worldwide Guidance Material

8. Conclusions • ATS quality assurance programmes would place safety at the forefront while expediting and maintaining an orderly flow of air traffic • Quality assurance is a dynamic process used to continually improve an ATS system

9. Conclusions • Quality will continue to be measured against historical data • Number of ATS incidents • Delays • Employee and customer feedback • Factors that cannot be measured readily must also be recognized

10. Conclusions • Willingness to function • Team • Training • Actions taken to support zero ATS incidents all factor into quality assurance

11. Conclusions • The success of the quality assurance effort is dependent on the recognition that all ATS providers, independently and collectively, must strive to provide the best service possible

12. Conclusions • Write what you do • Do what you write • Check what you do International Standardization Organization Technical Committee 176 - ISO 9000 Basic Requirements

13. THE END THANK YOU