Auditor Training Expectations on AQMS audits Eduardo Lorenzo Castro EMBRAER S.A.

1. Auditor Training Expectations on AQMS audits Eduardo Lorenzo Castro EMBRAER S.A.

2. Auditor Training AS 9100C - Highlights “To assure customer satisfaction, aviation, space and defense organizations must produce, and continually improve, safe, reliable products that meet or exceed customer and applicable statutory and regulatory requirements.” “The application of a system of processes within an organization, together with the identification and interactions of these processes, and their management to produce the desired outcome, can be referred to as the “process approach.” “An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as over their combination and interaction.”

3. Auditor Training • Our expectations for Auditors are: • Understand the organization, its products and customers • Maintain a process approach • Focus on customer satisfaction • Add value for the organizations and on all supply chain • Keep on the standard

4. Auditor Training - Good practice to share Supplier Input Process Output Customer – Applied on assessments Purpose: The purpose of a SIPOC Diagram is to define and document the Suppliers, Inputs/Requirements, Key Process Steps, Outputs/Requirements, Customers, and Critical-to-Quality elements of a business process. Why use it? Whenever you are planning to start some process management or improvement activity, it’s important to get a high-level understanding of the scope of the process first. A SIPOC Process Definition helps the Process Owner and those working on the process to agree the boundaries of what they will be working on.

5. Auditor Training - Good practice to share • SIPOC – trace back • Organization’s products and customers • Outputs/Requirements, Customers, and Critical-to-Quality elements of a business process • Find out the customers • Identify main customers. Revenues, parts shipped, etc; • Do not forget small customers. • Spend time to identify and understand the customer’s requirements • Ask for contracts; • Websites, Portals, e-commerce.

6. Auditor Training - Good practice to share • SIPOC – trace back • Organization’s products and customers • Outputs/Requirements, Customers, and Critical-to-Quality elements of a business process • Customer Satisfaction • How does the organization measure? Both own and customer indicators. • Quality, delivery, responsiveness, etc • How does the organization manage these indicators? • Customer complaints

7. Auditor Training - Good practice to share • Data • Supplier Input Process Output Customer • Analysis • Knowing the organization’s processes • Ask for the relation between processes and products; • Consider the relevance of each process for the critical products and customers; • Factual analysis to prioritize the processes (results and criticality); • Factual analysis to prioritize Standard requirements;

8. Auditor Training • Improvements • Are the critical processes focused? • Are the organization’s goal address customer needs/satisfaction? • Which are the inputs for improvements? • Complaints • Organization’s performance indicators • Customer’s indicators • Market feedback • How does the organization verify the effectiveness of the actions? • Were the customers involved? If applicable • Is based on data?

9. Auditor Training • Reporting • Be polite and/but provide a real feedback for top management – no soft grade; • Use a business speech not only 4., 5., 7. • Customize the report; include detailed information in order to aggregate value for the organization, customers and to be a good input for next audits. • Keep this on mind (auditor and organization) – “To assure customer satisfaction, aviation, space and defense organizations must produce, and continually improve, safe, reliable products that meet or exceed customer and applicable statutory and regulatory requirements.”