Quality Assurance Manual

CHAPTER: MCP
QUALITY ASSURANCE MANUAL PAGE: 2

ISSUE: 2
MANUAL COVER PAGE REVISION: 1
DATE: 25/12/2019
THIS PAGE HAS BEEN INTENTIONALLY LEFT BLANK

AC AVIATION COMPANY LIMITED
(D.B.A BANGKOK JETS)
QUALITY ASSURANCE MANUAL

(ACA-QMS-QAM)
Accepted by the Civil Aviation Authority of Thailand
Issue: 2
Revision: Original
Effective Date: 25/12/2019

CHAPTER: MCP
ISSUE:2
MANUAL COVER PAGE REVISION: ORIGINAL
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
MANUAL CONTROL SHEET REVISION: ORIGINAL
DATE: 25/12/2019
MANUAL CONTROL SHEET
Issue: 2
Revision: Original
EffectiveDate: 25/12/2019
This is the AC Aviation Co., Ltd. Quality Assurance Manual, established for the purpose of implementation
by all operational person and hereby approved:
Manual Name: Quality Assurance Manual
Responsible by: Head of Quality
Manual Number: _________________01______________________
Holder Name: __________Document Control Center ___________

CHAPTER: 0
ISSUE: 2
MANUAL CONTROL SHEET REVISION:ORIGINAL
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
TABLE OF CONTENTS REVISION: ORIGINAL
DATE: 25/12/2019
TABLE OF CONTENT
CHAPTER 0 INTRODUCTION.........................................................................................................................3
0.1 Introduction .................................................................................................................................................3
0.2 AC Aviation Quality Policy ..........................................................................................................................3
0.3 Company Legal Business Name ................................................................................................................5
0.4 Common Language ....................................................................................................................................5
0.5 Principle Place of Business ........................................................................................................................5
0.6 Changes to ACA's AOC .............................................................................................................................5
0.7 Manual Holder Responsibility .....................................................................................................................6
0.8 Non-Authorized Copies of the ACA Quality Assurance Manual ................................................................6
0.9 Definition and Terminology .........................................................................................................................6
0.10 Acronyms ................................................................................................................................................14
0.11 Appraisal of ACA Employees .................................................................................................................15
CHAPTER 1. QUALITY ASSURANCE ORGANIZATION ..............................................................................3

1.1 Quality Assurance Organization Structure .................................................................................................3
1.2 Name List Of Nominated Persons ..............................................................................................................4
1.3 Nominated Persons And Management Daily Quality Commitments ..........................................................5
1.4 Responsibilities And Duties Of Nominated Persons Note..........................................................................5
1.5 Accountable Manager (General Manager) .................................................................................................6
1.6 Head Of Quality ..........................................................................................................................................7
1.7 Auditors ......................................................................................................................................................8
1.7.1 Auditor Responsibilities ...........................................................................................................................8
1.7.2 Auditors Training Program ......................................................................................................................9
1.7.3 Auditors Records .....................................................................................................................................9
1.8 Head of Safety And Security ......................................................................................................................9
1.9 Head of Flight Operations ........................................................................................................................10
1.10 Head of Flight Training ...........................................................................................................................10
1.11 Head of Engineering ...............................................................................................................................11
1.12 Head of Ground Training ........................................................................................................................11
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
1.13 Document Control Administrative .......................................................................................................... 12

1.14 Dispatcher .............................................................................................................................................. 13
1.15 In-Flight Service Representatives .......................................................................................................... 13
1.16 Quality Assurance Officer ...................................................................................................................... 14
1.17 ACA Personnel ...................................................................................................................................... 14
CHAPTER 2. ACA QUALITY MANAGEMENT SYSTEM .............................................................................. 3
2.1 ACA Eight Quality Management Principles ............................................................................................... 3
2.2 The Links between Quality Management System and other ACA Quality Components .......................... 4
2.3 The Continuous Quality Management System Monitoring Process .......................................................... 5
2.4 Continuous Improvement of the Quality Management System ................................................................. 5
2.5 Quality Management System Overview .................................................................................................... 7
2.5.1 Quality Performance Indicators .............................................................................................................. 7
2.5.2 Performance Analysis ............................................................................................................................. 7
2.5.3 Quality Performance Targets .................................................................................................................. 8
2.5.4 Audits ...................................................................................................................................................... 8
2.5.5 Data Gathering ....................................................................................................................................... 9
2.5.6 Data Analysis .......................................................................................................................................... 9
2.5.7 Gap Analysis ........................................................................................................................................... 9
2.5.8 Quality Promotion ................................................................................................................................... 9
2.5.9 Continued Airworthiness ......................................................................................................................... 9
2.6 The Quality Review Board ....................................................................................................................... 10
2.6.1 Quality Review Board Focus ................................................................................................................ 10
2.7 Management Review ............................................................................................................................... 11
2.8 The Management of Change ................................................................................................................... 12
2.9 Forms ....................................................................................................................................................... 13
CHAPTER 3. QUALITY ASSURANCE PROGRAM ....................................................................................... 3
3.1 Introduction ................................................................................................................................................ 3

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
3.2 Objective .....................................................................................................................................................4
3.3 Applicability .................................................................................................................................................4
3.4 Commitment ...............................................................................................................................................4
3.5 Audits ..........................................................................................................................................................6
3.6 Audit Scope ................................................................................................................................................6
3.7 Audit Process .............................................................................................................................................7
3.8 Audit Procedures ........................................................................................................................................9
3.8.1 Planning Audit Schedule .........................................................................................................................9
3.8.2 Assembling the Audit Team ....................................................................................................................9
3.8.2.1 Lead Auditor Qualification Criteria......................................................................................................10
3.8.2.2 Auditor Qualification Criteria ...............................................................................................................10
3.8.2.3 Dangerous Goods Auditor Qualification Criteria ................................................................................11
3.8.3 Developing Audit Checklist ....................................................................................................................11
3.8.4 Audit Notification....................................................................................................................................11
3.8.5 Conducting the Audit .............................................................................................................................11
3.8.5.1 Opening Meeting ................................................................................................................................11
3.8.5.2 Data Collection and Recording Findings ............................................................................................12
3.8.5.2 Evaluation and Classification of Discrepancies ..................................................................................12
3.8.6 Root Cause Analyses and CAP Development ......................................................................................13
3.8.7 Closing Meeting .....................................................................................................................................14
3.8.8 Preparation of Audit Report ...................................................................................................................14
3.9 Forms........................................................................................................................................................14
CHAPTER 4. CORRECTIVE ACTION PROCESS ..........................................................................................3
4.1 Introduction .................................................................................................................................................3
4.2 Objective .....................................................................................................................................................3
4.3 Applicability .................................................................................................................................................3
4.4 Policy ..........................................................................................................................................................4
4.5 Corrective Action Process ..........................................................................................................................5

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
4.6 Corrective/Preventive Action Procedure .................................................................................................... 7
4.6.1 Identifying Causes .................................................................................................................................. 7
4.6.2 Designing Corrective Action Plan ........................................................................................................... 7
4.6.3 Timetable for Implementation ................................................................................................................. 8
4.6.4 Monitoring Corrective/Preventive Action Plans ...................................................................................... 8
4.6.5 Follow-up Audits and NCR Close Out .................................................................................................... 8
4.6.6 Reporting of CAPs .................................................................................................................................. 9
4.7 Forms ......................................................................................................................................................... 9
CHAPTER 5. CONTRACT EXTERNAL SERVICE PROVIDERS .................................................................. 3
5.1 Contract External Service Providers .......................................................................................................... 3
5.2 Forms ......................................................................................................................................................... 5
CHAPTER 6. QUALITY SYSTEM TRAINING ................................................................................................ 3
6.1 Initial Training Syllabus for Auditors and Requirements ............................................................................ 3
6.2 Recurrent Training for Auditors ................................................................................................................. 4
6.3 Initial Quality Management System Training Syllabus / All Employees .................................................... 5
6.4 Recurrent Quality Management System Training Syllabus / All Employees ............................................. 6
6.5 Auditor on The Job Training ...................................................................................................................... 6
6.6 Forms ......................................................................................................................................................... 6
CHAPTER 7. RECORD KEEPING.................................................................................................................. 3
7.1 Disposition of Records ............................................................................................................................... 3
7.2 Document Retention .................................................................................................................................. 3
7.3 Storage Periods ......................................................................................................................................... 4
7.4 Storage ...................................................................................................................................................... 4
7.5 Disposal ..................................................................................................................................................... 4

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
CHAPTER 8. FLIGHT SYSTEM DOCUMENT CONTROL .............................................................................3
8.1 Flight Safety Document System .................................................................................................................3
8.1.1 Flight Safety Document Organization......................................................................................................4
8.1.2 Flight Safety Document Control Requirements .......................................................................................4
8.1.3 Flight Safety Document Validation ..........................................................................................................5
8.1.3.1 Flight Safety Document Validation .......................................................................................................5
8.1.4 Flight Safety Document Standard Terminology ......................................................................................6
8.2 Objective .....................................................................................................................................................6
8.3 Applicability and Policy ...............................................................................................................................6
8.3.1 Document Classification and Handling Procedures ................................................................................7
8.3.2 Flight Safety Document System Review .................................................................................................7
8.4 Duties and Responsibilities ........................................................................................................................7
8.4.1 Head of Department ................................................................................................................................7
8.4.2 Document Holders ...................................................................................................................................8
8.4.3 Document Control Administrative ............................................................................................................8
8.4.4 Head of Safety .........................................................................................................................................8
8.5 Flight Safety Document Style and Setting ..................................................................................................9
8.5.1 Manual Contents and Arrangement ......................................................................................................10
8.6 Document Revision Process ....................................................................................................................21
8.6.1 Request, Review, Approval and Issuance of Revisions ........................................................................21
8.6.2 Scheduled Revision ...............................................................................................................................22
8.6.3 Document Referencing and Numbering System ...................................................................................23
8.6.4 Standard/External Documents ..............................................................................................................24
8.7 Distribution Control Process .....................................................................................................................25
8.7.1 Controlled Distribution List ....................................................................................................................25
8.7.2 Distribution Procedure ...........................................................................................................................25
8.7.2.1 Distribution Hard Copy Format ...........................................................................................................26
8.7.2.2 Distribution Electronic Format ............................................................................................................26
8.8 Preservation of Records ...........................................................................................................................28

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
8.8.1 Revision of Records .............................................................................................................................. 28
8.8.2 Distribution Records ............................................................................................................................. 28
8.8.3 Identification and Disposal of Obsolete Documents ............................................................................. 28
8.9 Forms ....................................................................................................................................................... 29

CHAPTER: 0
ISSUE: 2
LIST OF EFFECTIVE PAGES REVISION: ORIGINAL
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
RECORD OF REVISIONS REVISION: ORIGINAL
DATE: 25/12/2019
RECORD OF REVISIONS
The person incorporating the revision(s) into the manual shall complete the Record of Revisions page. The
pages identified with a change bar are either replacement pages or new (original) issued pages. Remove
corresponding old pages and replace or add new pages. Remove pages marked DELETED; there are no
replacement pages for deleted pages.
Explanation of What
Revision Date of Page(s) Date of Approved and
has been Revised or Initials
Number Issue Revised Insert inserted by
Removed.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Explanation of What
Removed.
CHAPTER: 0
ISSUE: 2
RECORD OF REVISIONS REVISION: ORIGINAL
DATE: 25/12/2019
Explanation of What
Removed.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
REVISION TRANSMITTAL REVISION: ORIGINAL
DATE: 25/12/2019
REVISION TRANSMITTAL
Transmittal Letter No.: 01

Issue No.: 2
Revision No.: Original
Enclosed please find revision to the above document. Record the Transmittal Letter No. into your Record of
Transmittal before insertion.
Remove Insert
Chapter Reason for revised
Page Issue/Rev Page Issue/Rev
No. No. No. No.
CHAPTER: 0
ISSUE: 2
REVISION TRANSMITTAL REVISION: ORIGINAL
DATE: 25/12/2019

CHAPTER: 0
ISSUE:1
CONTROLLED DISTRIBUTION LIST REVISION: ORIGINAL
DATE: 25/12/2019
CONTROLLED DISTRIBUTION LIST
The following personnel below are on the controlled distribution list and have been issued a controlled copy
of this document. Any change to the controlled distribution list must be authorized and recorded by the
Document Control Center.
Copy
Name Position / Location
No.
Document Control Center /
01 Master Copy for Company
ACA Office, room 2021 Central Block, DMK Airport
02 Master Copy of CAAT Flight Standards Bureau, CAAT
03 Palang Khamlek Head of Flight Operation / Flight Operation Office
04 Teerapong Prajittanon Head of Engineer / Engineering Office
05 Songsit Lertcharoon Head of Quality / Flight Operation Office
06 Reserved Reserved
CHAPTER: 0
ISSUE:2
CONTROLLED DISTRIBUTION LIST REVISION: ORIGINAL
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
INTRODUCTION REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 0 INTRODUCTION .........................................................................................................................3
0.1 Introduction .............................................................................................................................................3
0.2 AC Aviation Quality Policy ......................................................................................................................3
0.3 Company Legal Business Name ............................................................................................................5
0.4 Common Language ................................................................................................................................5
0.5 Principle Place of Business ....................................................................................................................5
0.6 Changes to ACA's AOC .........................................................................................................................5
0.7 Manual Holder Responsibility .................................................................................................................6
0.8 Non-Authorized Copies of the ACA Quality Assurance Manual.............................................................6
0.9 Definition and Terminology .....................................................................................................................6
0.10 Acronyms ............................................................................................................................................14
0.11 Appraisal of ACA Employees .............................................................................................................15

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
CHAPTER 0 INTRODUCTION
0.1 Introduction
The Quality Assurance Manual enables AC Aviation Company Limited (DBA, Bangkok Jets) to monitor
compliance with CAAT requirements and the guidance document format for ACA manuals.
AC Aviation Company Limited (DBA, Bangkok Jets) has taken into account human factors principles when
creating the QAM.
The Head of Quality shall ensure that the QAM is maintained in a form in which it can be used without
difficulty. AC Aviation Company Limited (DBA, Bangkok Jets) shall utilize our Quality Management System,
(QMS) to assess reported or discovered non-compliance related to AC Aviation Company Limited (DBA,
Bangkok Jets) flight and maintenance operations.
AC Aviation Company Limited (DBA, Bangkok Jets) QMS addresses the formal and systematic approach
to overall quality and its related processes and activities rather than occupational quality, environmental
protection, or customer service quality.
AC Aviation Company Limited (DBA, Bangkok Jets) will provide oversight for the quality of our contracted
service providers policies and procedures.
The Head of Quality will schedule audits and coordinated inspections for all contracted service providers to
ensure compliance with AC Aviation Company Limited (DBA, Bangkok Jets) quality standards.
AC Aviation Company Limited (DBA, Bangkok Jets) understands that we may issue a Quality Assurance
Manual in separate volumes.
With the approval of the Authority, copies of the Quality Assurance Manual may be distributed to Company
personnel in an electronic format which may be accessed through AC Aviation Company Limited (DBA,
Bangkok Jets) employee’s website.
0.2 AC Aviation Quality Policy

Quality is one of our core business functions. We are committed to developing, implementing, maintaining
and constantly improving quality strategies and processes to ensure that all our aviation activities take
place under a balanced allocation of organizational resources, aimed at achieving the highest level of
quality and meeting national and international standards while delivering our services.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Our commitment is to:
1. Support the management of quality through the provision of all appropriate resources that
will result in an organizational culture that fosters the best practices, encourages safety
through quality, encourages communication between all departments and actively
manages the quality system;
2. Enforce the management of quality as a primary responsibility of all Nominated Persons,
department managers, and employees;
3. Clearly defines Nominated Persons and employee quality responsibilities in their assigned
duties;
4. Ensure an open-door policy that ensures that no disciplinary action will be taken against
any employee who discloses a quality, safety or compliance concern through the voluntary
reporting system, unless such disclosure indicates, beyond any reasonable doubt, an
illegal act, gross negligence, or a deliberate or willful disregard of regulations or procedures
as determined by the Head of Flight Operations;
5. Complying with and, wherever possible, exceed, legislative and regulatory requirements
and standards;
6. Ensure that sufficient skilled and trained human resources are available to implement
quality strategies and processes;
7. Ensure that all staff is provided with adequate and appropriate aviation quality information
and training are provided to all employees;
8. Establish and measure our quality performance against realistic safety and quality
performance targets;
9. Continually improve our quality performance through management processes that ensure
that relevant actions are taken and are effective;
10. Ensure that our contract service providers systems and services that support our
operations meet our quality standards.
Mr. Stephen Christopher Levesque

General Manager / Accountable Manager
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
0.3 Company Legal Business Name

AC Aviation Company Limited (DBA, Bangkok Jets) is the Company’s legal business name: however, the
acronym of ACA shall be used in this Quality Assurance Manual when referring to AC Aviation Company
Limited (DBA, Bangkok Jets)
0.4 Common Language

This entire Quality Assurance Manual has been prepared in accordance with ISO 9001/ Quality
Management and Part M as specified is in the English language.
Should it become necessary for AC Aviation Company Limited (DBA, Bangkok Jets) to produce a new
Quality Assurance Manual or major parts of the Quality Assurance Manual, it will be prepared in the English
language.
ACA understands that with the approval of the Authority we may translate and use the manual or parts
thereof, into another language to ensure that all personnel is able to understand parts of the QAM that
pertain to their duties and responsibilities.
0.5 Principle Place of Business

ACA meets the prescribed requirements applicable to the operations of civil aircraft for the purpose of the
commercial air transportation as ACA’s principal place of business and offices are located at the following
addresses.
AC Aviation Company Limited (DBA Bangkok Jets)

Tax ID: 0105553043254
Main Business Offices 222 Don Mueang International Airport

Room no.2021, Central Block
Aerodrome Operations Building. 2nd Floor, Tel.: +66(0)2-504-3598
Offices Vibhavadi Rangsit road, Sanambin, Fax: +66(0)2-504-3597
Don Mueang, Bangkok, Thailand
Maintenance Offices 10210
0.6 Changes to ACA's AOC

Any change affecting the scope of ACA’s AOC or the operations specifications that have been triggered by
discoveries through a quality audit or inspection will require approval by CAAT.
When changes to the AOC are pending the Head of Flight Operations shall provide the Authority with any
relevant documentation. Changes shall only be implemented upon receipt of formal approval by the CAAT.
ACA understands that we may operate under the conditions prescribed by the CAAT during such changes,
as applicable.
ACA will give the Authority 10 day’s prior notice of a proposed change of a Nominated Person unless the
circumstances are exceptional.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
0.7 Manual Holder Responsibility

Each authorized holder of a Quality Assurance Manual or parts thereof is personally responsible that their
copy is properly amended and/or revised. This is to be documented by filling in the revision record which is
part of each copy. Each manual holder may be subject to scheduled audits or unscheduled inspections to
verify that their copy of the QAM is up to date. Non-conformities shall be reported to the Head of Quality.
0.8 Non-Authorized Copies of the ACA Quality Assurance Manual

Non-authorized copies of the QAM shall not be distributed or used at any time.
0.9 Definition and Terminology
The definitions and terms used in this manual have the following meanings.
Note: The following terms and definitions are in addition to the terms and definitions listed in ACA’ s
Operations Manual, Part A, General and Basic Chapter 01.
Accountable Executive: Is a senior management official designated by an operator as having ultimate
accountability for the operational performance of the organization. In the context of this manual,
Accountable Executive refers to the Company’ s Chief Executive Officer. Equivalent term: Accountable
Manager or General Manager.
Acceptable Level of Safety: Acceptable level of safety is a level of safety which expressed in practical
terms by two measures which are safety performance indicator and safety performance target.
Aircraft Accident: Aircraft Accident means an occurrence associated with the operation of an aircraft
which takes place between the time any person boards aircraft with the intention of flight until such time as
all such persons have disembarked, in which any person suffers death or serious injury as a result of being
in or upon the aircraft or anything attached thereto, or the aircraft receives substantial damage.
Analysis: Analysis is the process of identifying a question or issues to be addressed, modeling the issue,
investigating model results, interpreting the results, and possibly making a recommendation. Analysis
typically involves using scientific or mathematical methods for evaluation.
Assessment: Assessment is the process of measuring or judging the value or level of something.
Audit: Is the structured and objective assessment of an activity for its compliance or conformity with the
requirements of a defined process, including procedures, practices and documentation. It is a systematic,
independent and documented process for obtaining evidence and evaluating them objectively to determine
the extent the audit criteria are fulfilled. An audit is a scheduled and a formal review to evaluate compliance
with ACA quality standards for our processes, policies, procedures, and contractual requirements. ACAs
audits may also include compliance monitoring. A compliance monitoring audit will be conducted to ensure
compliance with CAAT requirements.
The starting point for an audit is the management and operations of the organization, and it moves outward
to the organization's activities and products/services.
Internal Audit is an audit conducted by ACA to ensure compliance within ACA to ensure compliance with
the overseeing authority's regulations, and ACA quality policies and procedures.
External audit is an audit conducted by ACA conducted by ACA to ensure that contracted service providers
are in compliance with the overseeing authorities regulations, and ACA quality policies and procedures.
Audit Closure: means the point in the Audit Process when all Findings are verified by the Quality Review
Board (QRB) as having been closed by the Auditee.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Audit Conclusion: is the determination of an Auditee’ s conformity or non-conformity to defined

requirements.
Auditee: Refers to any entity, person or activity.
Audit Objective( s) : The tangible achievement( s) expected to be accomplished from the conduct of an
Audit, normally expressed as a statement of intent.
Auditor: A person who has the required qualifications and training and is authorized by the Quality Review
Board (QRB) or Head of Quality Assurance to perform an audit.
Audit Plan: is a detailed program of action for the implementation and completion of an Audit.
Audit Process: The entire course of proceedings and activities associated with an Audit.
Audit Program: is the documented management, organization, strategy, policies and procedures used for
conducting Audits.
Audit Results: The final determination of the outcome of an audit, based on the closure of Findings by the
Auditee in a manner acceptable to the Company QRB.
Audit Scope: Is the operational areas and functions to be assessed during the conduct of an Audit.
Audit Team: is the group of Auditors that coordinates and works together to conduct an Audit.
Authority (Regulatory): A government agency or other administrative body that exercises
regulatory or oversight control over operations or activities within a defined jurisdiction. When
‘authority’ is capitalized, it refers to The Civil Aviation Authority of Thailand (CAAT).
Change Management: Change management is the formal process to manage change within an
organization in a systematic manner, so that changes which may impact identified non-compliance
correction strategies are agreed upon and before the change is implemented.
Closing Meeting: means the formal meeting at the conclusion of an Audit that permits the Audit Team to
discuss with the Auditee information relative to Findings, Concerns and Observations, the Corrective Action
Plan and other subjects relevant to the Audit Process.
Company: When capitalized, refers to AC Aviation Co., Ltd.
Compliance: To fulfill, meet or be in accordance with requirements specified in standards or regulations.
Compliance Monitoring: The act evaluating processes, policies or procedures to ensure compliance with
applicable rules and regulations of CAAT, State of local laws.
Concern: Is a condition supported by objective evidence recognized as a potential problem or risk that may
become a “Finding”.
Contract: Any services and requirement agreed upon between a contract service provider and ACA
Contract Training Partner: A Contract Training Partner is a company that ACA has contracted to provide
training to employees.
Contracted External Service Providers ( Sub-contractors, Suppliers, and Vendors) : Contracted
external service providers are qualified organizations that provide services or supplies for ACA at our home
base, any approved satellite bases and when aircraft are away from home base. Examples of Contract
External Service Providers include: aircraft and aircraft parts manufacturers; fueling companies; aircraft
maintenance providers, avionics maintenance providers, and air traffic control equipment; etc.
Continues Monitoring: Continues monitoring is that uninterrupted watchfulness over the system.
Controlled Copy: A copy of the current issue of procedures/manual/forms issued formally and subjected to
the distribution control of this procedure
Conformity: Means specifications are Documented and Implemented, with verifiable fulfillment of such
specifications.
Continuous improvement: the state of monitoring results and analyzing for opportunities to implement
action plans to continually achieve higher standards and better quality.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Controlled Document: is a document subject to processes that provide for the positive control of content,
revision, publication, distribution, availability and retention.
Corrective Action: Action to eliminate or mitigate the cause( s) and prevent recurrence of an existing
(detected) non-conformance or an existing (detected) undesirable condition or situation.
Corrective Action Plan (CAP): The plan of an Auditee to close a Finding, Concern or Observation through
the implementation of comprehensive and permanent Corrective Action.
Customer: An organization or a person, such as a consumer, client, end-user, retailer, beneficiary and
purchaser; that receives a product or service. A customer can be internal or external relative to the
Company.
Defenses: Defenses are the specific mitigating actions, preventive controls or recovery measures put in
place to prevent the realization of a non-compliance or its escalation into an undesirable consequence.
Department Head: An individual who is responsible for the management and supervision of a specified
area of operations. The term is used synonymously with Department Director.
Discrepancy: (To be read in conjunction with quality assurance) is an item discovered during an audit that
appears to be contrary to applicable regulations and/or Company policies.
Document: Written information that contains standards, and specifications, considered necessary to define
and support the performance of administrative or operational functions. The document includes records
determined by the organization to be necessary to ensure the effective planning, operation and control of its
processes.
Documented: Is the state of an operational specification as published and accurately represented in a
Controlled Document which is subject to processes that provide for the positive control of content, revision,
publication, distribution, availability and retention.
Electronic Document: Soft copy of a document which retained in Memory card/CD/Computer.
Errors: errors is an action or inaction by an operational person that leads to deviations from organizational
or the operational person’s intentions or expectations.
Evaluation: The process of determining whether an item, individual or activity meets specified criteria;
when used in conjunction with training, refers to the process by which an evaluator or instructor determines
how well a student’s performance fulfills the course competencies; processes may include a demonstration
of knowledge, proficiency and/ or competency as appropriate. Equivalent term: Assessment, Checking,
Examination, Testing.
Evidence: Data or information discovered during an Audit that is analyzed by an Auditor and used to
determine conformity to the criteria upon which the audit is based. This may be quantitative or qualitative,
based on observations, measurements, or tests that can be verified by:
 Document or manual review
 Equipment examination
 Activity observation
 Interview
External Documents: Documents, which originate from outside the Company, adopted or referenced in
internal documents. Examples include statutory ordinances, regulatory acts, orders and standards; and
manufacturer’s manuals and guidelines.
External Suppliers: A party that supplies goods or services. A supplier may be distinguished from a
contractor or subcontractor, who commonly adds specialized input to deliverables. Also called the vendor.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Finding ( s) : A statement supported by objective evidence and documented by an Auditor to record non-
conformity to a specification.
Flight Data Analysis ( FDA) : Flight Data Analysis ( FDA) is a proactive and non-punitive program for
gathering and analyzing data recorded during routine flights to improve flight crew performance, operating
procedures, flight training, air traffic control procedures, air navigation services, or aircraft maintenance and
design. FOQA is an example of an FDA program.
Form: A document directly related to a procedure or work instruction with spaces to record information or
signature as objective evidence of accomplishing instructions to satisfy specific requirements.
Gap Analysis: Gap Analysis is a technique that assists in identifying the disparity between the current and
the desired future state.
Guide: A person who is assigned by the department to be audited to accompany the auditor, helping to
explain observations and witness non-compliances.
Head of Quality: The Head of Quality who is acceptable to CAAT and responsible for the management of
the Quality Management System, the monitoring functions and for requesting remedial actions.
High Consequence Indicators: High-consequence indicators are safety performance indicators pertaining
to the monitoring and measurement of high- consequence occurrences, such as accidents or serious
incidents. High-consequence indicators are sometimes referred to as reactive indicators.
Implemented: The state of an operational specification as being established, activated, integrated,

incorporated, deployed, installed, maintained and/ or made available as a part of the operational system,
and monitored and evaluated as necessary for continued effectiveness.
Incident: Incident is a near miss episode with minor consequences that could have resulted in a greater
loss. An unplanned event that could have resulted in an accident, or did result in minor damage, and
indicates the existence of, though may not define, a hazard or hazardous condition.
Inspection: Inspection is an unscheduled and unannounced inspection of policy or procedures to ensure
compliance.
Inspector: An Inspector conducts non-scheduled inspections that may cover all aspects of ACA operations
including contract external service providers. Inspectors are appointed by the Head of Quality.
Internal Evaluation: A systematic and independent examination by evaluation of objective evidence to
determine whether all applicable elements of regulatory and Company requirements have been developed,
documented and effectively implemented to achieve stated objectives. An evaluation is an anticipatory
process and is designed to identify and correct potential findings before they occur.
Just Culture: Just Culture is an important aspect of a positive quality culture that ensures that while
employees will be held accountable for their actions.
Lead Auditor: A person appointed to lead a quality audit team.
Learning Culture: Learning Culture is an important aspect of a positive quality culture that ensures that the
information contained in reports, audits, investigation, and other data sources is analyzed to generate
quality recommendations which are then implemented in the organization.
Lessons Learned: Lessons Learned is knowledge or understanding gained by experience, which may be
positive, such as a successful test or mission, or negative, such as a mishap or failure. Lessons learned
should be developed from information obtained from within, as well as outside of, the organization and/ or
industry.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Likelihood: Likelihood is the estimated probability or frequency, in quantitative or qualitative terms, of an

occurrence related to a non-compliance.
Lower Consequence Indicators: Lower-consequence indicators are safety performance indicators
pertaining to the monitoring and measurement of lower-consequence occurrences, events or activities such
as incidents, non-compliance findings or deviations. Lower-consequence indicators are sometimes referred
to as proactive/predictive indicators.
Management Representative: A person to whom the Chief Executive Officer ( General Manager) has
delegated a specific duty or authority. The Chief Executive Officer ( General Manager) remains ultimately
responsible for the delegated functions.
Management Review: A formal evaluation by Company management at planned intervals to ensure
continual suitability, adequacy and effectiveness of the quality management system.
Management System: The collective body of managers and other associated managerial elements that
provide direction, oversight and control of an organization.
Mitigation Measures: Mitigation Measures is to eliminate the potential non-compliance and reduce the
probability or severity.
Monitoring ( Surveillance) : Monitoring or surveillance is the act of closely observing, evaluating, and
assessing the effectiveness of an organization in a systematic way to verify compliance with regulations;
and operation in accordance with its processes.
Non-compliance: Non-compliance is a failure to comply, as with a law, regulation, or term of a contract.
Nonconformity: Nonconformity is a non-fulfillment of a requirement (ref. ISO 9000). This includes but is not
limited to non-compliance with CAAT requirements. It also includes company requirements, requirements
for operator developed risk controls or operator specified policies and procedures.
Nominated Persons: A person nominated by ACA and is responsible for overseeing a specific department.
The Nominated Person is responsible for their department and meeting the standards required by CAAT
and any additional requirements defined by the company.
Observation: Is a statement supported by objective evidence and documented by an Auditor that indicates
an Operator has not fulfilled a Recommended Practice.
Occurrence: An occurrence involves any circumstance indicating that an accident nearly occurred.
Official Documents: Documents established such as policies, manual, Standard Operating procedures,
Form.
Opening Meeting: Is the introductory meeting at the beginning of an Audit that permits the Audit Team to
discuss with the Auditee the Audit Plan and other arrangements, activities and information relevant to the
conduct of the Audit.
Operator: An organization that holds an Air Operator Certificate ( AOC) and engages in commercial air
transport operations. In the context of this manual, ‘Operator’ refers to AC Aviation Co., Ltd. and is used
interchangeably with ‘Company’.
Operationally Critical: refers to positions or functions that directly affect or have the potential to affect the
safety, airworthiness, quality or security of operations.
Operational Planning: A process, which may be part of or associated with the budgetary process, to
ensure sufficient resources are in place to meet internal operational quality, safety, and security
requirements, achieve performance goals, and comply with requirements from external sources, such as
regulatory authorities and equipment manufacturers.
Outsourcing: The business practice whereby one party ( e. g. an operator or a provider) voluntarily
transfers, usually under the terms of a contract or binding agreement, the conduct of an operational function
to a second party. Under outsourcing, the first party retains responsibility for the output or results of the
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
operational function even though it is conducted by the second party. Equivalent Terms: Contracting, Sub-
Contraction.
Oversight: Oversight is a function that ensures the effective promulgation and implementation of the
safety-related standards, requirements, regulations, and associated procedures. Safety oversight also
ensures that the acceptable level of risk is not exceeded in ACA's operations.
Plan: The formulation of an action or series of actions designed to achieve a defined end result.
Policy: The stated intentions and direction of an organization.
Post-delivery Activities: include, for example, actions under warranty provision, contractual obligations
such as maintenance services, and supplementary services such as recycling or final disposal.
Predictive: The predictive method captures system performance as it happens in real-time normal
operations.
Preventive Action: Action to eliminate the cause( s) and prevent recurrence of a potential non-
conformance or potential undesirable condition or situation.
Proactive: The proactive method looks actively for the identification of a quality or non-compliance area
that are identified through audits or investigations and the analysis of ACA’s activities.
Probability: Probability is the estimated probability or frequency, in quantitative or qualitative terms, of an
occurrence related to the non-compliance.
Procedure: An organized series of actions accomplished in a prescribed or step-by-step manner to
achieve a defined result.
Process: One or more actions or procedures implemented in a coordinated manner to achieve a goal or
satisfy a requirement. A process consists of a set of interrelated or interacting activities which transforms
inputs into desirable outputs.
Program: An organized set of processes directed toward a common purpose, goal or objective.
Qualification: In the context of a job function, the specification of attributes, work experience
and/ or training required of the job holder.
Quality: The degree to which a system consistently meets specified Requirements, satisfies stated needs
or produces desired outcomes. The totality of features and characteristics of a product or service that bears
on its ability to satisfy stated or implied needs.
Quality Management System ( QMS) : The formal and systematic process of auditing and evaluation of
management system and operational functions of an Operator to ensure:
• Compliance with regulatory and operational requirements;
• Satisfaction of stated operational needs;
• Identification of undesirable conditions and situations requiring improvement;
• Identification of hazards.
Within the Company, quality assurance activities include monitoring, inspection, auditing and requesting
corrective and/or preventive action.
Quality Review Board ( QRB) : Is the management body responsible for the overall function that
determines and implements the quality policy, monitors conformity and elicits corrective actions. The QRB
is managed by designated manager(s) and reports directly to the Accountable Executive.
Quality Assurance Officer: The individual assigned to the duties and responsibilities for supporting of the
quality assurance activities within a management system.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Quality Control: The audit, inspection or testing of the outcome of a process, which may be a product,
service or function, to determine compliance with technical, performance and/or quality.
Quality Culture: Quality Culture is the product of individual and group values, attitudes, competencies, and
patterns of behavior that determine the commitment to, and the style and proficiency of, the organization's
management of quality. Organizations with a positive quality culture are characterized by communications
founded on mutual trust, by shared perceptions of the importance of quality, and by confidence in the
efficacy of preventive measures.
Quality Inspection: Is the act of observing a particular event or action to ensure that correct procedures
and requirements are followed during the accomplishment of that event or action.
The primary purpose of an inspection is to verify that established standards are followed during an
observed event or action.
Quality Management System (QMS): Is the collective plans, activities and events, including organizational
structure, responsibilities, procedures and resources, for implementing and maintaining quality
management to monitor the achievement of the quality policy and the quest of continuous improvement and
to ensure performance results will satisfy given needs. Equivalent term: Quality System.
Quality Objective: An outcome, sought or aimed for, related to the quality of a particular process or
activity. It is based on the Quality Policy and is generally specific and measurable.
Quality Policy: The overall intentions and direction of a company related to quality, as approved by the
Accountable Manager to satisfy customers’ expectations and comply with applicable regulatory
requirements.
Quality Performance: Quality performance is the measurement of ACA's overall quality achievement as
defined by our quality performance targets and quality performance indicators.
Quality Performance Indicator: Quality performance indicator is a short or medium term of a state of
quality, for “Company” or a contract external service provider.
Quality Performance Monitoring: Quality performance monitoring are activities being implemented by
ACAs under QMS requirements.
Quality Performance Target: Quality Performance Target is a long-term of a state quality program or ACA
external service provider QMS.
Quality Planning: Quality planning is part of quality assurance focused on setting quality objectives and
specifying necessary operational processes and related resources to fulfill the quality objectives.
Quality Promotion: Quality promotion is a combination of quality culture, training, and data sharing
activities that support the implementation and operation of a QMS in an organization.
Quality Surveillance: The continual monitoring and verification of the status of the condition, methods,
processes, procedures, products and services, and analysis of records in relation to stated references, to
ensure that specified requirements for quality are met.
Reactive: The reactive method responds to the events that already happened, such as incidents and
accidents.
Recommended Practice: Is a suggested specification, policy, standard, process or procedure, which
fulfillment is considered optional, but desirable.
Record: A document stating results achieved or providing evidence of activities performed.
Responsible Manager: An individual who has been assigned responsibility for supervision and control of a
functional area within the organization that has a direct impact on its operations.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
Reporting Culture: Reporting Culture is an important aspect of a positive quality culture that cultivates the
willingness of every member to contribute to the organization's knowledge base.
Requirement: A specification that is considered an operational necessity; compliance is typically
mandatory.
Root Cause Analysis: A method of analysis to identify the initiating cause in a causal chain that leads to
an undesirable situation or condition. Root cause is the point in the causal chain where corrective action
could reasonably be implemented and expected to correct and prevent recurrence of the undesirable
situation or condition.
Service: Service is an action done to help a person, client or customer.
Service Realization: Service realization is the term used to describe the work that the organization goes
through to develop a service or services.
Security (Aviation): The safeguarding of civil aviation against acts of unlawful interference, achieved by a
combination of measures and human and material resources.
Senior management: The person or group of people who directs and controls a functional department and
has the responsibility for setting policy, demonstrating commitment, meeting requirements, approving
resources, setting objectives, implementing processes and achieving desired outcomes. It is synonymous
to Department Heads.
Severity: Severity is the consequence or impact of a non-compliance in terms of degree of loss or harm.
Shall: means an action verb in the imperative sense that the application of a rule, requirement, provision or
procedure is mandatory.
Should: means that the application of a rule, requirement, provision or procedure is recommended.
Standard: A specified system, policy, program, process, procedure, plan, set of measures, facility,
component, type of equipment or any other aspect of operations that is considered an operational
necessity, and with which an Operator will be expected to be in conformity at the conclusion of an audit.
State (of the Operator): The state in which the operator’s principal place of business is located or if there
is no such place of business, the operator’s permanent residence.
Note: within Company manuals, use of the term “State” has the same meaning as State of the Operator.
Surveillance: A continuing, but intermittent, inspection or audit of a system or combination of systems and
procedures.
System: A system is an integrated set of constituent elements that are combined in an operational or
support environment to accomplish a defined objective. These elements include personnel, hardware,
software, firmware, information, procedures, facilities, services, and other support facets.
Task: An activity accomplished by following a procedure.
Uncontrolled Documents: Documents distributed for reference only that will not be updated with
amendments.
Voluntary Self-Disclosure Program: Voluntary Self-Disclosure Program is any program that encourages
employees to voluntarily report non-compliance, suggestions and inadvertent violations of ACA's policies,
ACA procedures or inadvertent violations of CAAT requirements. Violations reported under this program will
normally be closed out with an administrative or quality committee action.
Work Environment: are the conditions under which work is performed including physical, environmental
and other factors (such as noise, temperature, humidity, lighting or weather).
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
References by
ISO 9001:2015 Quality Management Systems - Requirements
FAA Advisory Circular (AC) 120-59A, Air Carrier Internal Evaluation Programs
0.10 Acronyms
The following acronyms are used in the QAM and associated forms.
ACA AC Aviation Limited, (DBA Bangkok Jets) No. Number

AOC Air Operator Certificate OM Operations Manual
ATA Aeronautical Transport Association OPS Operations
ATC Air Traffic Control QMS Quality Management System
ATS Air Traffic Service PIC Pilot-in-Command
C/L Check List REF Reference
CRM Crew Resource Management Rev Revision
CP Chief Pilot ROR Record of Revision
CoP Co-Pilot RQRD Required
CAAT Civil Aviation Authority of Thailand
SMS Safety Management System
CBT Computer Based Training
CP Chief Pilot QA Quality Assurance
CTP Contract Training Partner
QAM Quality Assurance Manual
Dept. Department
QMS Quality Management System
DCC: Document Control Center QMS Quality Management System
QRB Quality Review Board
DCP: Document Control Procedure SOPs Standard Operating Procedures
DG Dangerous Goods Regulations TBD To Be Determined
Doc Document TR Temporary Revision
EMER Emergency TRG Training
FAA Federal Aviation Administration
FCOM Flight Crew Operating Manual
FLT Flight
FSDS Flight Safety Document System
GMM General Maintenance Manual
hr Hour
HOE Head of Engineering
HOFO Head of Flight Operations
HOFT Head of Flight Training
HOGT Head of Ground Training
HOQ Head of Quality
HOS Head of Safety
IATA International Air Transport Association
ICAO International Civil Aviation Organization
IFR Instrument Flight Rules
ISO International Standard Organization
LEP List of Effective Pages
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019
0.11 Appraisal of ACA Employees

All ACA employees will be given an annual appraisal by their department manager or the Nominated
Person overseeing the department.
The annual appraisal shall include the employee overall knowledge of ACA QMS and their dedication to the
improvement of safety within their department.
CHAPTER: 0
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 1
ISSUE: 2
QUALITY ASSURANCE ORGANIZATION REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 1. QUALITY ASSURANCE ORGANIZATION ................................................................................3
1.1 Quality Assurance Organization Structure .............................................................................................3
1.2 Name List of Nominated Persons ...........................................................................................................4
1.3 Nominated Persons and Management Daily Quality Commitments ......................................................5
1.4 Responsibilities and Duties of Nominated Persons Note .......................................................................5
1.5 Accountable Manager (General Manager) .............................................................................................6
1.6 Head of Quality .......................................................................................................................................7
1.7 Auditors ..................................................................................................................................................8
1.7.1 Auditor Responsibilities .......................................................................................................................8
1.7.2 Auditors Training Program ..................................................................................................................9
1.7.3 Auditors Records .................................................................................................................................9
1.8 Head of Safety and Security ...................................................................................................................9
1.9 Head of Flight Operations ....................................................................................................................10
1.10 Head of Flight Training .......................................................................................................................10
1.11 Head of Engineering ...........................................................................................................................11
1.12 Head of Ground Training ....................................................................................................................11
1.13 Document Control Administrative .......................................................................................................12
1.14 Dispatcher ..........................................................................................................................................13
1.15 In-Flight Service Representatives ......................................................................................................13
1.16 Quality Assurance Officer ...................................................................................................................14
1.17 ACA Personnel ...................................................................................................................................14

CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
CHAPTER 1. QUALITY ASSURANCE ORGANIZATION
1.1 Quality Assurance Organization Structure
Accountable Manager
(General Manager)
Quality Review Board,

QRB
Head of Quality
Assurance
Technical Quality Quality Assurance

Officer
Control
Quality Auditors
Document Control
Center, DCC
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
1.2 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 overextended in their duties.
ACA Nominated Persons

Name Title Phone / FAX E-mail
Phone: +66 (0)

Mr.Stephen 2504 3598
Accountable Manager Stephen@bangkokjets.com
Christopher
(General Manager)
Levesque FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr.Palang khamlek Head of Flight Operations Palang@bangkokjets.com
FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr.Songsit art@bangkokjets.com
Head of Quality Assurance
Lertcharoon
FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr:Smith Smith@bangkokjets.com
Head of Safety& Security
Pongstaporn
FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr. Teerapong Teerapong@bangkokjets.com
Head of Engineering
prajittanond
FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr. Phrompratan Phrompratan@bangkokjets.com
Head of Flight Training
Sorossa
FAX: +66 (0) 2504
3597
Phone: +66 (0)

2504 3598
Mr. Phrompratan Phrompratan@bangkokjets.com
Head of Ground Training
Sorossa
FAX: +66 (0) 2504
3597
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
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.
1.3 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 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.
1.4 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 OM, Organization and Responsibilities chapter.
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
1.5 Accountable Manager (General Manager)

ACA Accountable Manager has the authority for ensuring that all operations and all maintenance are
financed and performed to the standard required by CAAT and ACA.
Qualifications
Accountable Manager has following qualifications;
Has a university degree;
Minimum two-year experience in a similar aviation industry management role;
Is fluent in 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 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 Quality Policy and our commitment
to it;
 Shall ensure that all Nominated Persons are committed to ACA Quality Management System,
(QMS).
Relationships
Liaise with the overseeing authority, department managers and department's supervisors in their assigned
area of responsibility.
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
1.6 Head of Quality

ACA Quality Management 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 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 Review Board 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 has 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
quality system incorporates compliance monitoring that includes a feedback system to the Accountable
Manager to ensure corrective action as necessary.
ACA 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 Head of Quality is acceptable to the Authority.
ACA will nominate two Head of Qualities. One Quality Manager will oversee quality of 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 Quality Management 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 external service providers;
 Keeping abreast of current changes with in 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 QMS;
 Attending all ACA Quality Review Board meetings;

CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
 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 Operations.
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.
1.7 Auditors
Auditors are under the control of the Head of Quality. Auditors will be nominated to either complete or assist
during any audits as necessary.
Auditors 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.
A person appointed as auditor must have a minimum of two years experiences working in the aviation area,
or only as a assistant auditor if less than two years experiences. They must be capable of understanding
English and have at least specific knowledge in;
 CAAT or concerned authorities Aviation rules and regulations;
 ISO 9001:2008 specifications;
 Company quality assurance management system and its policies and objectives.
 Audit techniques;
 Human performance factors;
 Skills in presentation, communication, negotiation, problem solving and coaching.
1.7.1 Auditor Responsibilities

Auditors shall have a solid knowledge of ACA QMS and auditing procedures.
Reports to the Head of Quality
Responsibilities
 Schedules and conducts Quality Management System and Compliance Monitoring audits as
directed by the Head of Quality;
 Submits all QMS Audit Reports to the Head of Quality;
 Gives feedback to the Head of Quality, Nominated Persons, department managers and
supervisors;
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
 Attends Quality Management System meeting when requested;
 Fulfills other tasks as assigned by the Head of Quality.
1.7.2 Auditors Training Program

Note: See Auditors and Inspectors Training Program located in section 6 of this QAM for specific training
modules, subjects and training hours.
1.7.3 Auditors Records

The Head of Quality keeps records of all audits completed, copies with which Auditor and Inspectors were
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.
1.8 Head of Safety and Security

The Head of Safety shall have a sound familiarity with ACA QMS. The Head of Safety works closely with
the Quality Manager to ensure that the SMS and QMS 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-Conformity Report Form
ACA-QAM-DCP-F05;
 Works closely with the Head of Quality to review and analyze all data gathered during all audits or
inspections;
 Attends all Quality Review Board meetings.
Relationships
of responsibility.
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
1.9 Head of Flight Operations

The Head of Flight Operations shall have a sound familiarity with ACA QMS. The Head of Flight Operations
shall ensure that ACA quality policies are followed by all ACA flight operations employees.
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 Review Board Meetings;
 Attending all ACA Quality Review Board meetings;
 Submits a Non-Conformity Report Form, ACA-QAM-DCP-F05 or a Preventive Action Request

(PAR) Form, ACA-QAM-DCP-F25 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 the quality concern identification and assessment
processes and the organization's QMS.
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.
1.10 Head of Flight Training

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

(PAR) Form, ACA-QAM-DCP-F25 when a non-compliance has been identified in the work
environment, have observed unsafe practices or unsafe work conditions;
 Attending all ACA’s Quality Review Board meetings, (as practical and if not assigned to flight duty
and away from home base).
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
Relationships
Liaise with other management personnel, department managers and contract external service providers in
their area of responsibility.
1.11 Head of Engineering

The Head of Engineering shall have a sound familiarity with ACA QMS. The Head of Engineering shall
ensure that ACA quality policies are followed by all ACA maintenance employees and all contract service
providers that provide ACA with maintenance services.
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;
 Submits a Non-Conformity Report Form, ACA-QAMDCP-F05 or a Preventive Action Request Form,

ACA-QAM-DCP-F25 when a non-compliance has been identified in the work environment, have
observed unsafe practices or unsafe work conditions.
 Attending all ACA’s Quality Review Board Meetings, (as practical and if not assigned to flight duty
The Head of Engineering may delegate any duties to a qualified person but still remains responsible for the
delegated task.
Relationships
1.12 Head of Ground Training

The Head of Ground Training shall have a sound familiarity with ACA QMS. The Head of Ground Training
shall ensure that ACA quality policies are followed by all ACA ground operations employees and all contract
service providers that provide ACA with ground support services.
Responsibilities
The Head of Ground Training responsibilities and duties include the following, but are not limited to:
 Provides information on the HOQregarding quality issues regarding ACAs ground operations;

Form, ACA-QAM-DCP-F25 when a non-compliance has been identified in the work environment,
have observed unsafe practices or unsafe work conditions.
CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
 Assists in the continuous improvement of ACA QMS.
 Attending all ACA’s Quality Review Board Meetings, (as practical and if not assigned to flight duty
The Head of Ground Training may delegate any duties to a qualified person but still remains responsible for
the delegated task.
Relationships
1.13 Document Control Administrative

The Document Control Administrative shall have a sound familiarity with ACA QMS. The Document Control
Administrative shall ensure that ACA quality policies are followed by State of compliance regulations, State
of aircraft design (AD), Manufacturer Service Bulletin (SB), ICAO mandatory requirement.
Reports directly to the Head of Quality
Responsibilities
The Document Control Administrative responsibilities and duties include the following, but are not limited to:
 Implement document control procedure as defined in QAM Chapter 8;
 Distribute all approved manuals to each department, station follow Document Control Process in
Form ACA-QAM-DCP-F31 to 35;
 Submit the manuals intended to be revised or generated to the CAAT and follow up the CAAT for
manual approval process;
 Update, retain and secure the master List of Document ACA-QAM-DCP-F32 in each department,
station and FSDS;
 Update, retain and secure the manuals in the Document Control Center (DCC);
 Update, retain and secure the Onboard Library Checklist Form ACA -QAM-DCP-F39;
 Attending all ACA Quality Review Board Meetings, (as practical and if not assigned to flight duty
Qualification Requirement
A candidate for Document Control Administrative shall:
 Have strong communication and interpersonal skills;
 Have good command of both written and spoken English;
 Have excellent computer skill with MS Office applications.

CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019
The Document Control Administrative may delegate any duties to a qualified person but still remains
responsible for the delegated task.
Relationships
1.14 Dispatcher
The Dispatcher shall have a sound familiarity with ACA QMS. The Dispatcher shall ensure that ACA quality
policies 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;

Form, ACA-QAM-DCP-F25 when a non-compliance has been identified in the work environment,
 Attending all ACA Quality Review Board meetings.
The Dispatch may delegate any duties to a qualified person but still remains responsible for the delegated
task.
Relationships
of responsibility.
1.15 In-Flight Service Representatives

In-Flight Service Representatives shall have a sound familiarity with ACA QMS. In-Flight Service
Representatives shall ensure that ACA quality policies 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:

CHAPTER: 1
ISSUE: 2
DATE: 25/12/2019

Form, ACA_QAM-DCP-F25 when a non-compliance has been identified in the work environment,
 Attending ACA Quality Review Board meetings when requested.
Relationships
of responsibility.
1.16 Quality Assurance Officer

The Quality Assurance Officer shall have a sound familiarity with ACA QMS. The Quality Assurance Officer
shall ensure that ACA quality policies are followed by State of compliance regulations, State of aircraft
design (AD), Manufacturer Service Bulletin (SB), ICAO mandatory requirement.
Reports directly to the Head of Quality
Responsibilities
Quality Assurance Officer responsibilities and duties include the following, but are not limited to:
 Assists Head of Quality in the continuous improvement of ACA QMS;
 Monitoring and Submits a Non-Conformity Report Form, ACA-QAM-DCP-F05 or a Preventive

Action Request Form, ACA_QAM-DCP-F25 when a non-compliance has been identified in the work
environment, have observed unsafe practices or unsafe work conditions.
Relationships
of responsibility.
1.17 ACA Personnel

It is the duty of all ACA employees to ensure that all activities and procedures are conducted in accordance
with ACA quality policies and procedures.
Report to their immediate department supervisor.
It is the duty and responsibility of all ACA employees to:
 Submits Non-Conformity Report Form(s), ACA-QAM-DCP-F05 or Preventive Action Request

Form(s), ACA-QAM-DCP-F25 when observing areas of Non-compliance.
CHAPTER: 2
ISSUE: 2
ACA QUALITY MANAGEMENT SYSTEM REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 2. ACA Quality Management System.............................................................................................3
2.1 ACA Eight Quality Management Principles ............................................................................................3
2.2 The Links between Quality Management System and other ACA Quality Components .......................4
2.3 The Continuous Quality Management System Monitoring Process .......................................................5
2.4 Continuous Improvement of the Quality Management System ..............................................................5
2.5 Quality Management System Overview .................................................................................................7
2.5.1 Quality Performance Indicators ...........................................................................................................7
2.5.2 Performance Analysis..........................................................................................................................7
2.5.3 Quality Performance Targets ..............................................................................................................8
2.5.4 Audits ...................................................................................................................................................8
2.5.5 Data Gathering ....................................................................................................................................9
2.5.6 Data Analysis .......................................................................................................................................9
2.5.7 Gap Analysis .......................................................................................................................................9
2.5.8 Quality Promotion ................................................................................................................................9
2.5.9 Continued Airworthiness .....................................................................................................................9
2.6 The Quality Review Board ....................................................................................................................10
2.6.1 Quality Review Board Focus .............................................................................................................10
2.7 Management Review ............................................................................................................................11
2.8 The Management of Change ................................................................................................................12
2.9 Forms....................................................................................................................................................13
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
CHAPTER 2. ACA QUALITY MANAGEMENT SYSTEM

ACA QMS takes a pro-active, integrated approach to quality assurance. ACA has developed Eight Quality
Management Principles that are the basis for our overall quality management process. The Eight Quality
Management Principles ensure that the goals of ACA can be accomplished at the highest levels of quality
and safety.
ACA Quality Management System (QMS), Compliance Monitoring System, (CMS) and Safety
Management System, (SMS) overlap. The QMS, CMS and SMS are all designed to identify risk and non-
compliant areas. Audits and inspections accompanied by a compliance monitoring processes ensure that
all operations can be carried out in such a way as to minimize the risks inherent in the aviation industry.
ACA embraces the principle that the identification of non-compliant areas within our operations and by
correcting non-compliant areas will increase the level of quality and thus increase safety. ACA Quality
Management System when used in conjunction and cooperation with other departments creates a constant
process of preventive action.
2.1 ACA Eight Quality Management Principles

Principle 1 – Customer Focus
ACA depends on our customers and therefore understands current and future customer needs, should
meet customer requirements and strive to exceed customer expectations.
Principle 2 – Leadership
All Nominated Persons shall establish unity of purpose and direction of ACA. They will create and maintain
the internal environment in which employees can become fully involved in achieving the organization’s
objectives.
Principle 3 – Involvement of Employees
Employees at all levels are the essence of ACA and their full involvement enables their abilities to be used
for ACAs benefit.
Principle 4 – Process Approach
Desired results are achieved more efficiently when activities and related resources are managed as a
process.
Principle 5 – System Approach to Management
Identifying, understanding and managing interrelated processes as a system that contributes to ACA
effectiveness and efficiency in achieving its objectives.
Principle 6 – Continual Improvement
Continual improvement of ACA overall performance is a permanent objective of the ACA.
Principle 7 – Factual Approach to Decision Making
Effective decisions are based on the analysis of data and information.

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Principle 8 – Mutually Beneficial Contract Service Provider Relationships
ACA and its suppliers are interdependent on each other and thus have a mutually beneficial relationship
that enhances the ability for both organizations to create value.
2.2 The Links between Quality Management System and other ACA Quality Components
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
2.3 The Continuous Quality Management System Monitoring Process
Quality Policy
and Principles
Objectives Analysing Audit

and Investigation Data
Indicators Data
Targets Evaluation
Recording Audit
and Investigation
Data
Discovered
Non-Compliances or
Irregularities
2.4 Continuous Improvement of the Quality Management System

We are committed to continually improving our QMS and our overall level of quality. Actions that we will
take to achieve continual improvement include the following:
 Analyze and evaluate the existing situation to identify areas for improvement;
 Establish objectives for improvement;
 Search for solutions to achieve the objectives;
 Evaluate solutions and make a selection;
 Implement the selected solution;
 Measure, verify, analyze and evaluate results of the implementation to determine that the
objectives have been met;
 Formalizing changes.
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
The Continual Improvement of the
Quality Management System

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
2.5 Quality Management System Overview

The primary purpose of our quality assurance process is to assure the performance and effectiveness of
our quality controls.
ACA quality system includes:
 Quality performance indicators;
 Quality performance targets;
 Audits;
 Data analysis;
 Gap analysis;
 Quality Promotion;
 Continued Airworthiness;
 A Quality Review Board;
 Management Review;
 The Management of Change;
 A Compliance Monitoring System; and
2.5.1 Quality Performance Indicators

Quality Performance Indicators (QPI) are a measure used to express the level of quality performance
achieved in a system. These are generally expressed in terms of the frequency of occurrence of some
event causing a failure of a process, policy or procedure that may cause the cancelation of a flight by the
customer. Typical measures that could be used include:
 Cancelations per 1,000 operations hours, or
 Lost or damaged customer baggage per 1,000 aircraft movements.
ACA establishes a number of key QPIs to enable the level of quality performance to be monitored and
reported over time.
2.5.2 Performance Analysis

Trend Analysis
The trend analysis shall provide information relating to:
 Customer satisfaction;
 Customer feedback;
 Conformity to product requirements;

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
 Characteristics and trends of processes and products including opportunities for preventive action;
 Contractor, Vendor and Supplier safety;
 Cost affectivity.
The input to the analysis shall include information on:
 Results of audits;
 Results of inspections;
 Submitted Non-Conformity Report, Form ACA-QAM-DCP-F05;
 Process performance and product conformity;
 Status of preventive and corrective actions;
 Follow-up actions from previous management reviews;
 Changes that could affect the safety management system; and
 Recommendations for improvement.
The trend analysis is based on audit/inspection trend monitoring, the prescribed maintenance and flight
operational occurrence reports and daily information received by the safety personnel.
The analysis data will be separated according to their origin:
 Maintenance, Part M or flight operations findings affecting the CAAT requirements; and
 Occurrences affecting the company safety standards.
The Head of Quality will monitor the action responses to adverse trends to ensure the trends are being
reversed and are under management control.
The Head of Quality will assess the reports and records of non-compliance annually and produce a report,
highlighting any adverse trend. The report will be distributed for review to the Quality Review Board and
Board of Directors.
2.5.3 Quality Performance Targets

The Quality Review Board shall decide and constantly evaluate the appropriate quality performance
indicators, an acceptable quality performance target. Targets must be designed to promote reporting and
safety performance improvement. Trend analysis will support the setting of targets and indicators, through
the provision of statistically analyzed data.
2.5.4 Audits
An audit is a scheduled and a formal review to evaluate compliance with ACA quality standards for our
processes, policies, procedures, and contractual requirements. ACAs audits may also include compliance
monitoring. A compliance monitoring audit will be conducted to ensure compliance with CAAT
requirements. The main purpose of an audit is to identify unsatisfactory practices before they cause an
accident. Audits will be carried out in accordance with the Audit Schedule.
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
2.5.5 Data Gathering

Data is gathered during an audit or an inspection. The data will be submitted to the Head of Quality and the
Quality Review Board for analysis.
2.5.6 Data Analysis

Data analysis is a critical component of ACA QMS. Submitted data from employees, auditors and
inspectors will be evaluated and compared to ACA quality performance indicators and targets. Over a
period of time, this data will help identify indicators that point to potential problems in the system before
they occur.
2.5.7 Gap Analysis

We have made efforts to incorporate quality into all ACA policies and procedures. Reviewing our existing
processes, policies and procedures can expose gaps in or in our processes and therefore offer
opportunities for improvement (Gap Analysis Evaluation Form, ACA-QAM-DCP-F16).
2.5.8 Quality Promotion

Quality Promotion refers to activities undertaken by our organization to promote a positive quality culture, to
communicate the outputs of our QMS, and to ensure the application of quality lessons learned in order to
foster the continuous improvement of quality in our operations.
Quality Promotion is accomplished in the following ways:
 Employee Quality Training;
 Monthly Quality Memorandum and Notices distributed to ACA employees by the Head of Quality;
 Quality Meeting that is conducted each week by department managers or supervisors.
ACA is committed to ensuring that all personnel is informed about our quality policies and goals, how well
we are meeting those goals, results of accident and incident investigations, new quality practices, and other
matters dealing with quality.
The Head of Quality has been assigned the responsibility to ensure that the duties of this section are
accomplished.
2.5.9 Continued Airworthiness

ACA will meet the Continued Airworthiness Quality Management System requirements of CAAT and will
carry out a Quality Audits to ensure that we are meeting maintenance quality requirements for continued
airworthiness of ACA aircraft. Audits will be carried out at least once a year in order to review all aspects of
continuing airworthiness activities within a period of 12 months.
Additional maintenance audits will be carried out:
 Whenever a corrective action has to be performed before the next scheduled audit;
 When maintenance procedures are newly established or revised;
 Upon changing or adding a different type of aircraft to the ACA fleet;

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
 Upon changing of the Airworthiness or Head of Quality;
 Before using a repair station as a contract service provider for airworthiness management or
maintenance.
Note: See the yearly Quality Audit Scope Schedule for all scheduled quality audits.
2.6 The Quality Review Board

ACA has formed a Quality Review Board in order to assist the Head of Quality and the Head of Flight
Operations with the decision-making process regarding ACA overall quality processes, policies and
procedure.
Through this committee, the implementation of ACA quality processes, policies and procedure that have
been established accordance with ACA; standards, policies and recommended practices will be deliberated
and shall ensure a higher level of quality is achieved.
The committee will publish a quarterly newsletter highlighting upcoming events and keeping ACA abreast of
changes.
The Accountable Manager chairs the Quality Review Board Meetings.
The Head of Flight Operations will act as Secretary of the Quality Review Board Meetings.
The Quality Review Board are held every month and attended by:
 The Accountable Manager;
 The Head of Flight Operations;
 The Head of Quality;
 The Head of Safety and Security;
 The Head of Training;
 The Head of Engineering;
 The Document Control Administrative; and
 The nominated Secretary for the meeting
2.6.1 Quality Review Board Focus

The scope of the forum includes all quality, safety and security issues captured internally by departments
and externally from customer feedbacks or the information from all authorities concerned the agenda
include;
 Review and Approve last Minutes;
 Old Business Review;
 Operational Performance Review (Outsourcing Control etc.);

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
- Flight Operations
- Ground Operations
- Engineering Department
- Training Department
- Quality Performance Review
 New Business includes information (requirement, announcement, process, procedure, training,

MMEL, AD, SB etc.) from both internal and external (IATA, ICAO, AOT, CAAT, EMBRAER,
Navtech, Runway Analysis etc.)
- Flight Operations
- Engineering Department
- Ground Operations (Including Dangerous Good Regulations)
- Training Department
- Head of Quality (Audit finding)
- Flight Safety Document System (Documents change)
- Head of Safety and Security (Review safety issues, Safety Performance, Management of
Change, Safety Investigation Follow Up)
- Review and Update AOCR and Announcement from CAAT by Head of Quality
 General Manager conclusion
 Assignment
2.7 Management Review

Management review is a periodic formal meeting of senior executives to assess and determine whether the
management and quality systems are functioning effectively and producing the desired operational safety,
quality and security outcomes.
Management Review Meeting shall be chaired by the General Manager managed by the Head of Quality
and attended by the Head of Department with the relevant Responsible Managers, staffs and auditors.
When necessary, external experts are invited to attend to discuss issues and recommend solutions.
In December of each years, the General Manager will hold a formal management review meeting to review
and discuss the continuing effectiveness and adequacy of the quality management system. The review
shall include the evaluation of proposed changes to the quality management system, quality policy and
quality objectives, as well as the assessment of improvement opportunities uncovered by the analyses of
performance trends, achievements and customer survey results.
Head of Quality shall present the results of Internal audit performed in the preceding period for review and
propose improvement plans.
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
The General Manager will chair the meeting in an open discussion format to foster idea generation to
assess the situation of the following areas.
 Quality achievements versus stated goals/objectives;
 Regulatory violations;
 Results of department audits;
 Findings from audits performed by civil aviation authorities or external auditors;
 Status and effectiveness of corrective and preventive action programs;
 Flight Safety Document System Review;
 Previous management review action items;
 Quality performance trends;
 Changes in regulatory policy or civil aviation legislation;
 Operational feedbacks and recommendations for management system improvement;
Head of Quality will record minutes of the meeting, retain all related documentation, and track assigned
action items in the same manner as audit findings.
Head of Quality shall retain for three years after the management review meeting date:
 Attendance Sign-in Sheet
 Agenda
 Minutes
 Related documentation
2.8 The Management of Change

When a corrective action is approved by the Quality Review Board, the approved change will be
implemented in accordance with the following procedures:
 The change process including the risk assessment by the Quality Review Board will be recorded,
 The amended process, policy or procedure will be distributed to all Nominated Persons by
 e-mail by the Head of Quality as describe in the revision section of all affected manuals or
documents,
 the Quality Assurance Manual and other associated documentation will be revised or amended by
the responsible Nominated Person and then distributed to Quality Assurance Manual and other
associated documentation holders.
Prior to undergoing any significant change that could impact ACA operations, a management change
process will be undertaken by the Quality Review Board.
CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Examples of change that will trigger a need for such a management change process are:
 The introduction of a new aircraft type;
 Significant change in the nature of the operation (e.g. dynamic business growth, new
 operating environment, etc.);
 Changes in hiring or scheduling practices;
 Changes to organizational structure;
 Operating and maintenance procedures and processes;
 Personnel training and competency certification;
 ACA Operations Manual;
 Maintenance Control Manual or Maintenance Procedures Manual;
 Aircraft SOPs, etc., and a plan for the development of the required changes.
 Significant change in aircraft maintenance arrangements, etc.
As soon as it has been determined that the change event will occur, a risk assessment will be conducted on
the pending policy change by the Quality Review Board. On the basis of that assessment, and any other
available information, the Quality Review Board will develop an implementation plan. The implementation
plan that has been agreed upon by the Quality Review Board will include a risk analysis of the change
event and an assessment of the changes required.
2.9 Forms
Attachment A: Sample General Minutes of Meeting Form (ACA-QAM-DCP-F36)
Attachment B: Sample Meeting Attendance List Form (ACA-QAM-DCP-F37)
Attachment C: Sample Quality Review Board Minutes of Meeting (ACA-QAM-DCP-F38)

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample General Minutes of Meeting Form (ACA-QAM-DCP-F36)

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample Meeting Attendance List Form (ACA-QAM-DCP-F37)

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample Quality Review Board Minutes of Meeting (ACA-QAM-DCP-F38) Page 01 of 02

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample Quality Review Board Minutes of Meeting (ACA-QAM-DCP-F38) Page 02 of 02

CHAPTER: 2
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 3
ISSUE: 2
QUALITY ASSURANCE PROGRAM REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 3. Quality Assurance Program .......................................................................................................3
3.1 Introduction .............................................................................................................................................3
3.2 Objective .................................................................................................................................................4
3.3 Applicability .............................................................................................................................................4
3.4 Commitment ...........................................................................................................................................4
3.5 Audits ......................................................................................................................................................6
3.6 Audit Scope ............................................................................................................................................6
3.7 Audit Process .........................................................................................................................................7
3.8 Audit Procedures ....................................................................................................................................9
3.8.1 Planning Audit Schedule .....................................................................................................................9
3.8.2 Assembling the Audit Team ................................................................................................................9
3.8.2.1 Lead Auditor Qualification Criteria..................................................................................................10
3.8.2.2 Auditor Qualification Criteria ...........................................................................................................10
3.8.2.3 Dangerous Goods Auditor Qualification Criteria ............................................................................11
3.8.3 Developing Audit Checklist ................................................................................................................11
3.8.4 Audit Notification................................................................................................................................11
3.8.5 Conducting the Audit .........................................................................................................................11
3.8.5.1 Opening Meeting ............................................................................................................................11
3.8.5.2 Data Collection and Recording Findings ........................................................................................11
3.8.5.2 Evaluation and Classification of Discrepancies ..............................................................................12
3.8.6 Root Cause Analyses and CAP Development ..................................................................................12
3.8.7 Closing Meeting .................................................................................................................................13
3.8.8 Preparation of Audit Report ...............................................................................................................14
3.9 Forms....................................................................................................................................................14
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
CHAPTER 3. QUALITY ASSURANCE PROGRAM
3.1 Introduction
The primary purpose of a quality management system is to identify, in an objective fashion, potentially
unsatisfactory practices, or deviations from requirements or procedures, before they cause an accident,
incident or customer dissatisfaction. The aim of monitoring within the Quality System is primarily to
investigate and judge its effectiveness and thereby to assure that defined policy, and operational,
maintenance and customer standards are continuously complied with. The Quality Assurance Program is
the method used by the Company in order to ensure that laid down flight safety and operational standards
are achieved. Any non-compliance identified is communicated to the responsible manager for corrective
action. Follow-on audit further investigates whether the correction action taken is effective in eliminating the
deficiency.
The principal elements in the Company’s Quality Assurance Program consist of:
 Independent and defined responsibility;
 Structured audits by qualified auditors according to pre-defined plan, schedule and checklist;
 Monitoring of remedial corrective or preventive action plans;
 Senior Management involvement through scheduled periodic reviews;
 Retention of records as database for trend analyses; and
 Quality training.
Quality assurance activities are performed under three main titles:
 Internal Evaluation to ensure effective management and adequate resources;
 Operations Audits to verify compliance and conformity; and
 Subcontractor and Supplier Audits to assure service and product quality.
The General Manager has delegated the Head of Quality with the responsibility of managing the quality
management and associated feedback systems, and the authority to mandate corrective actions from
Department Heads.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.2 Objective
The primary objective of the Quality Assurance Program is to eliminate or minimize the number of
deviations from quality policies and standards. The Program, in essence, aims to verify/identify:
 Adequacy of operational processes to continually fulfill customer and applicable statutory and
regulatory requirements;
 Effectiveness of implemented processes;
 Efficient use of resources;
 Performance outcomes meeting established goals and expectations;
 Safety risks and security threats; and
 Opportunities for continuous improvement.
To that end, the principal objective of a quality audit is to observe a particular event/action/document etc., in
order to verify whether established operational procedures, requirements and documentation are followed
during the accomplishment of that event/action and whether the required standard is achieved; and to scan
for safety risks and security threats. It is a systematic and independent comparison of the way in which an
operation is being conducted against the published operational procedures to detect any non-compliance to
requirements or non-conformity to procedures.
3.3 Applicability
The Quality Assurance Program applies to:
 All operational processes in every department;
 All subcontractors;
 All suppliers of aircraft parts and commercial goods; and
 All customer and cargo products.
3.4 Commitment
The Company will establish, implement and maintain a quality assurance program that systematically audits
all operational functions using structured audit checklists on a preset schedule. Each audit will compare the
way in which an operation is being conducted against the way in which the published operational
requirements and procedures say it should be conducted and evaluate whether the outcome of the
operation attains the desired quality goals.
All quality deficiencies and concerns noted will be corrected through a formal process until their eradication
is assured.
The Head of Quality shall prepare in October an annual audit plan for the coming year and budget sufficient
funds to recruit personnel, conduct training, and cover expenses for the planned activities.
It is the responsibility of the General Manager to provide the necessary resources to implement the quality
assurance program and the related corrective/preventive action plans.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
The Head of Quality are responsible for:
 Scheduling and organizing audits;
 Assembling audit team;
 Designing audit checklists;
 Directing and/or supervising audits;
 Managing a feedback system to track and monitor the completion of remedial actions within the
agreed time frame;
 Maintaining a data base of audit findings and concerns and their remedial actions;
 Evaluating recorded data for trends to improve policies and standards accordingly;
 Preparing summaries for senior management review;
 Disseminating de-identified audit findings and concerns to promote awareness of compliance,

safety and customer satisfaction.
Head of Quality appointed auditors are responsible for:
 Assisting the Head of Quality in developing audit checklists and organizing audits
 Carrying out audits
 Evaluating audit findings and concerns
 Preparing audit reports
 Monitoring remedial actions and tracking their completion
 Verifying effectiveness of remedial actions taken
It is the responsibility of Head of Departments and Responsible Manages to:
 Identify root causes of audit findings and concerns
 Implement corrective/prevention action plans
 Monitor completion of corrective/preventive action plans within the agreed time frame, and adjust
course as deemed necessary
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.5 Audits
An audit is scheduled check of ACA departmental operations or our contract external services providers
operations. Audits help to confirm that ACA or our contract external services provider's processes, policies
or procedures are compliant with ACA standards and compliant with CAAT requirements.
ACAs audits may also include compliance monitoring. A compliance monitoring audits will be conducted to
ensure compliance with CAAT requirements.
Audits are used to confirm that processes, policies, resources, procedures and results are focused and
relevant to the ACA operation. The main purpose of an audit is to identify unsatisfactory practices before
they cause an accident. Audits will be carried out in accordance with the Audit Schedule by consensus
Quality Review Board.
Checklists are required to be completed before conducting Audits. The Quality Audit or Inspection Forms is
required and shall be delivered to the Head of Quality within 5 working days of completing the Audit.
The Head of Quality shall monitor the effectiveness of the Audit Schedule, if required; changes are to be
affected through the Quality Review Board review process.
3.6 Audit Scope

ACA is required, according to CAAT requirements to monitor compliance with the procedures that have
designed to ensure safe operations, airworthy aircraft and the serviceability of both operational and safety
equipment, in doing so ACA will monitor the following using Audits. Subject to audit shall include, but not
limited to:
 Organization
 Operational Procedures
 Operator Certification (AOC/Operations Specification)
 Aircraft Performance
 All Weather Operations
 Communications and Navigations Equipment and Practices
 Mass, Balance and Aircraft Loading
 Instruments and Equipment
 Manuals, Logs and Records
 Flight and Duty Time Limitations, Rest Requirements and Scheduling
 Aircraft Maintenance/Operations Interface
 Usage of MEL
 Maintenance Program and Continuous Airworthiness
 Airworthiness Directives Management

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
 Maintenance Accomplishment
 Deferred Defect
 Dangerous Goods
 Security
 Training
Review the following submitted reports and make recommendations to improve safety and/or quality; ACA-
QAM-DCP-F02 Audit Scope Schedule Form.
3.7 Audit Process

The audit process acts as a management tool for independent assessment of any designated process or
activity in obtaining objective evidence that the existing requirements have been met. The goals of an audit
are:
 To heighten awareness in quality through critical review of outcomes;
 To verify the effectiveness and adequacy of quality processes and procedures in use;
 To identify weak points and non-conformities to initiate improvement;
 To scan for safety risks and security threats.
The audit process includes:
 Audit initiation, including defining scope and objectives;
 Planning and preparation, including schedule planning and checklist development;
 Observation and gathering and recording of evidence;
 Analysis of evidence and defining remedial actions;
 Reporting;
 Monitoring completion of remedial action plans; and
 Verifying effectiveness through follow-up audits.
The flow of the Audit Process is shown in Figure 3-1, and the application of audit mechanism is defined in
Audit Procedures.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Figure 3-1 Audit Process Flowchart
Head of Quality
• Plans audit schedule
• Assembles Audit Team
• Develops audit checklist
• Notifies Auditee
Audit Team No
• Performs audit
• Has findings?
Yes
Auditors
• Discus remiedial action(s)
• Define person responsible to
implement
• Agree on target completion date
Head of Quality
Auditors • Publishes Quarterly List of CAP Status
No
• Prepare audit report • Prepares annual summary QMS
• Remedial action(s) annually review
required? • Retains records
• Maintains trend analysis database
Yes
• Request NCR Control Number

• Corrective Action Process
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.8 Audit Procedures
3.8.1 Planning Audit Schedule

Scheduling of quality audits is dynamic and allows for ad hoc special investigations when unfavorable
trends are identified. In addition, follow-up audits are scheduled to verify corrective action plans
implemented are effective in eliminating the root cause of nonconformity.
In October of each year, the Head of Quality shall prepare the Master Audit Form (ACA-QAM-DCP-F02) to
schedule all audits to be conducted in the forthcoming year according to the last audited date and the
applicable audit intervals. Upon completion, the Head of Quality distributed the Audit Scope Schedule to the
relevant departments, subcontractors and suppliers to give notice for their preparation.
While the Head of Quality can establish audit frequency at its discretion however, as a minimum, quality
audits shall schedule at the following frequencies.
 Operational procedures – annually
 Safety, Security and Quality Program – annually
 Subcontractors – every 3 years
 Suppliers – every 3 years
 Internal Evaluation Audits – annually
Audit Schedule is shown in the Master Audit Plan by month. In principle, each audit is executed in the
month for which it is planned. Audits which are not executed by the 15th of the following month due to
operational conditions are considered as delayed audits. In such cases a new date is determined, and this
date should be within 30 days from the date it is considered delayed. The Master Audit Plan is revised
accordingly. No second deferral is allowed.
3.8.2 Assembling the Audit Team

The Head of Quality decide, depending on the complexity of the operational process to be audited, whether
to make use of an Audit Team or a single auditor. If a team is desirable, the Head of Quality will select
among staffs that meet required auditor criteria and appoint them as auditors. When necessary, the Head
of Quality may hire external auditors, provided they meet the stipulated criteria. The Head of Quality shall
make and retain copies of certificates and training records of external auditors who participated in an audit
as a part of the audit record.
Auditors shall not have any day-to-day involvement in the area of the operation which is to be audited.
Quality audit principles forbid an auditor from auditing his or her own work area. The Head of Quality must
ensure auditors are not put in a position where their objectivity may be subject to bias due to conflicting
responsibilities.
Subject Matter Expert (SME) for each technical area should escort and provide technical information to
internal auditor if his technical knowledge is limited in order to ensure the effectiveness of audit.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.8.2.1 Lead Auditor Qualification Criteria

The Head of Quality or appointed auditor will be assigned as the lead auditor. To be effective, lead auditor
shall have knowledge and/ or experience and abilities in at least the following:
 To plan and conduct an interview with the Auditee and evaluate our quality policy and objectives;
 To audit processes for conformance and effectiveness, including any specific quality objectives;
 To prepare thoroughly for audit and produce process-based checklists;
 To gather objective evidence through interview, witness and record review;
 To evaluate objective evidence and correctly identify conformance and non-conformance with
requirements;
 To report findings accurately against our manual requirements, write and grade non-conformity
reports and evaluate proposals for corrective action and follow up a quality audit that establishes
conformity our requirements; and
 To completed in position of auditor at least 2 experiences.
3.8.2.2 Auditor Qualification Criteria

Head of Quality may appoint the following persons, who have been trained and qualified as auditors and do
not have day-to-day involvement in the area to be audited, as an audit team member:
 Head of Departments;
 Responsible Manager/Supervisor;
 Pilot;
 Flight Engineer;
 Licensed Aircraft Maintenance Engineer;
 Nominated Dispatcher Staff and
 External auditor who is knowledgeable in aviation operations.
To enhance impartiality and independence of external auditors, the Head of Quality shall require an
external auditor to observe the following code of ethics:
 To act in a strictly trustworthy, confidential and unbiased manner;
 To disclose any relationship, they may have with the Company;
 Not to accept any gift, commission, or any other form of profit from any person;
 Not to disclose any audit finding or any other information gained in the course of the audit to any
third party, unless authorized in writing by the Company;
 In the event of any alleged breach of this code, to cooperate fully in any formal enquiry procedure.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.8.2.3 Dangerous Goods Auditor Qualification Criteria

When conduct Dangerous Goods Internal audit, Head of Quality shall ensure that all auditor has been
trained Dangerous Goods Category 14 or 15 or 16 and do not have day-to-day involvement in the area to
be audited.
3.8.3 Developing Audit Checklist

For each audit, the Lead Auditors shall develop an Audit Checklist which defines:
 The scope (i.e., the breadth), taking into account the focus area of the audit; relevant operational
events that have occurred, and corrective actions implemented from previous audit(s);
 The objectives (i.e., the tangible achievements) expected to result from the audit, normally
expressed as a statement of intent (e.g., to determine compliance with regulatory requirements, to
establish conformity with standards, to determine efficiency of operations);
 The points of reference in the specifications, policies, standards, processes and procedures to be
sampled and verified;
 Documentation and records to review; and
 A method for randomly examining products or services, systems and special materials or
processes.
3.8.4 Audit Notification

At least two weeks in advance, the auditor(s) shall send a notice to the Responsible Manager of the
department, subcontractor or supplier to be audited, notifying him/her of the audit date and requesting
Guide(s) during the audit. The auditor shall also attach the Audit Checklist (Form AM-QM-011) to the
notification (Form AM-QM-010) to facilitate the Auditee’s preparation.
3.8.5 Conducting the Audit

There are five distinctive phases in an audit.
3.8.5.1 Opening Meeting

The Audit starts with the opening meeting. Auditors, Auditees, Auditee’s manager and, if available, the
Guides attend the opening meeting. Auditors introduce themselves, state the purpose and describe the
scope of the audit, explain the audit flow and how the findings will be evaluated and reported, and establish
work schedule with the Auditee’s personnel and Guides.
3.8.5.2 Data Collection and Recording Findings

Auditors visit relevant places, interview accountable persons, inspect documents and records, witness work
processes and verify products in accordance with the Audit Checklist, and collect relevant data as evidence
to support observations. To be effective, Auditors are authorized to ask Auditee any other question
additional to those contained in the Audit Checklist. Observed discrepancies and apparent inconsistencies
must be judged according to the specifications published in the corresponding controlled document.
Auditors shall conduct further interview to clarify ambiguity when deemed necessary. All statement
rendered as findings, concerns or observations must be substantiated by objective evidence.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
All confirmed findings with their evidence are then recorded on the Audit Checklist after agreement of the
facts with the Auditee. An index number is given to each finding.
3.8.5.2 Evaluation and Classification of Discrepancies

All confirmed discrepancies and inconsistencies are categorized by the Auditors into one of the following
groupings:
 NCP – non-compliance with regulations
 NCF – non-conformity with documented procedures
 SRC – safety related concerns (currently in compliance and conformance, but the problem may
have safety implications)
 QRC – quality related concerns (currently in compliance and conformance, but the problem
indicates a weakness in the quality system)
 OBS – observations (non-conformity with recommended (non-mandatory) requirements)
After categorization, Auditors record in the Audit Checklist the category determined for each finding and
inform the accountable Auditee to recommend corrective actions within the time frame designated below.
Level 1 Findings
Findings categorized as NCP non-compliance with regulations that degraded the operational standards of
an aircraft or a process to an extent with significant risk for flight safety, or being unable to gain access to
any aircraft, facilities or offices after notification in writing twice are Level 1 Findings requiring immediate
notification of the Head of Departments to take corrective action within 3 days of notification.
Level 2 Findings
Findings assessed to be NCF, SRC, or QRC which could lower the standards of the aircraft and/or possibly
create safety hazards are Level 2 Findings, requiring immediate notification of the Department Head and a
Corrective Action Plan (CAP) within 7 days of notification.
Level 3 Findings
Auditor observations, recommendations or suggestions or discrepancy assessed to be OBS are Level 3

Findings. The time frame for proposing and implementing CAP for Level 3 Findings can be established by
discussions and mutual agreement but shall not exceed 30 days.
3.8.6 Root Cause Analyses and CAP Development

After classification, deficiencies and inconsistencies are analyzed for their underlying root causes using the
Method-Man-Material-Machine Fish-bone Analysis Model (Figure 3-2), and corrective or preventive actions
are derived and recommended, by the accountable Auditee.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Figure 3-2 Root Cause Analysis Model
Auditors shall:
 scrutinize, and enhance as needed, the thoroughness of the root cause analyses;
 judge, and upgrade where applicable, the corrective or preventive actions recommended;
 identify who has been assigned to implement the actions;
 accept or negotiate the time frame for completion;
 record the above information in the Audit Checklist;
 have the accountable Auditee sign to acknowledge his/her agreement; and
 raise a Non-Conformity Report (NCR) for each finding to enable tracking of the progress and
completion of its CAP.
3.8.7 Closing Meeting

After the root cause analyses and CAP development phase has been completed, the Audit Team shall hold
a closing meeting to brief the Head of Departments, Responsible Managers and accountable Auditees of
the audit outcomes. The purposes of the closing meeting are to offer a formal discussion for the Auditors to
clarify their findings to the Auditees, and for the Auditees to acknowledge the findings and concerns and to
confirm their commitments to implement the related corrective/ preventive actions within the agreed time
frame.
At the conclusion of discussions, the Audit Team shall present a copy of the Preliminary Audit Report,
which is the Audit Checklist recorded with the findings and CAP, for signing by the Department Head as
acknowledgement that the audit has ended. The Preliminary Audit Report is then reproduced and
distributed to the attendees at the close of the meeting.
CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
3.8.8 Preparation of Audit Report

Within 15 days after an audit is completed, a formal Audit Result Report (Form ACA-QAM-DCP-F03
Rev.1/Jun19) of audit findings, their NCR and corrective action plans, and the timeline for completion, will
be prepared by the Auditor or Audit Team and submitted to the Head of Quality for review and tracking of
CAPs.
Before issue the NCR / PAR, the auditor(s) have to request the NCR control number from Head of Quality.
A copy of the formal report attached with all open NCRs will be sent to the relevant Head of Department for
his reference to complete all CAPs.
3.9 Forms
Attachment A: Sample Audit Notification (ACA-QAM-DCP-F01)
Attachment B: Sample Master Audit Plan Form (ACA-QAM-DCP-F02)
Attachment C: Sample Audit Result Report Form (ACA-QAM-DCP-F03)
Attachment D: Sample Checklist Form (ACA-QAM-DCP-F09)

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample Audit Notification (ACA-QAM-DCP-F01)

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample Master Audit Plan Form (ACA-QAM-DCP-F02)

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample Audit Result Report Form (ACA-QAM-DCP-F03)

CHAPTER: 3
ISSUE: 2
DATE: 25/12/2019
Attachment D: Sample Checklist Form (ACA-QAM-DCP-F09)

CHAPTER: 4
ISSUE: 2
CORRECTIVE ACTION PROCESS REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 4. CORRECTIVE ACTION PROCESS ..........................................................................................3
4.1 Introduction .............................................................................................................................................3
4.2 Objective .................................................................................................................................................3
4.3 Applicability .............................................................................................................................................3
4.4 Policy ......................................................................................................................................................4
4.5 Corrective Action Process ......................................................................................................................5
4.6 Corrective/Preventive Action Procedure ................................................................................................7
4.6.1 Identifying Causes ...............................................................................................................................7
4.6.2 Designing Corrective Action Plan ........................................................................................................7
4.6.3 Timetable for Implementation ..............................................................................................................8
4.6.4 Monitoring Corrective/Preventive Action Plans ...................................................................................8
4.6.5 Follow-up Audits and NCR Close Out .................................................................................................8
4.6.6 Reporting of CAPs ...............................................................................................................................9
4.7 Forms......................................................................................................................................................9
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
CHAPTER 4. CORRECTIVE ACTION PROCESS
4.1 Introduction
Corrective action may take many forms: it may be as simple as a policy letter or require in depth changes to
training programs, manuals, or procedures. Corrective steps may also be implemented as preventive
actions to forestall the occurrence of potential unsafe or noncompliant outcomes. Regardless of the form or
type of action to be taken, an effective method must be developed to monitor, measure, and validate the
effectiveness of corrective actions taken.
The corrective action process includes:
 Analysis of evidence to determine the root cause(s) of the finding or concern;
 Identification of corrective steps to be taken;
 Planning, scheduling and implementing the corrective steps;
 Designating a person who will be responsible for implementing the action plan;
 Monitoring implementation and completion of action plan;
 Initiating follow-up audits to verify effectiveness of the actions taken in preventing recurrence;
 Retaining records for continuous monitoring and improvement.
Each new or subsequent audit should evaluate the effectiveness of corrective/preventive steps taken during
prior audits. A continual review of the corrective action process assures a level of internal oversight as well
as providing a method of validating corrective/preventive actions.
4.2 Objective
The Corrective Action Process is established to implement a management system that assures the
completion of intended action plans and validates the continual effectiveness of the actions taken in
eliminating the root causes of unsafe conditions or non-conforming occurrence.
4.3 Applicability
The Corrective Action Process can be applied to address undesirable situations arising from non-conformity
or discrepancies discovered in quality audits, management reviews, service shortfalls and customer
complaints.
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
4.4 Policy
Each Non-Conformity Report (NCR) and its associated Corrective Action Plan (CAP) shall be assigned a
reference number to facilitate tracking progress and monitoring completion.
For each NCR, it is the responsibility of the relevant Responsible Manager to:
• Analyze the root causes;

• Determine the corrective/preventive actions;
• Designate a person who will be responsible to implement the action plan;
• Negotiate with the auditor on the time frame to complete implementation;
• Execute the action plan;
• Monitor progress and adjust course as deemed necessary.
The Auditor reporting the finding, observation or concern is responsible to scrutinize and determine
whether the proposed action plan will be effective in eliminating the cause in a timely manner. He/ She has
veto power to amend the action plan proposed by the Responsible Manager. Any dispute between the two
parties shall be arbitrated by the Head of Departments if an agreement cannot be reached, The Head of
Quality has final authority in determining which corrective/preventive actions to take and when such actions
shall be accomplished.
Ultimately, it is the responsibility of the relevant Department Head to ensure that all corrective action plans
are implemented and that the actions taken are effective in eliminating the undesirable conditions.
The Head of Quality is responsible to:
• Track the progress and status of all corrective action plans;
• Verify completion;
• Notify Department Head and request resolution of delinquent implementation;
• Schedule follow-up audits to validate the effectiveness of actions taken;
• Issue new NCR if actions taken are deemed ineffective;
• Close the NCR upon confirmation that the non-conformity has been eliminated.
The Head of Quality is responsible to track progress, verify completion, schedule follow-up audit and close
out preventive action plans implemented in his/her department.
Only Head of Quality has the authority to extend the completion due date of a corrective action plan up to a
maximum period of 60 days. No further extension is permitted. In the event that it is not possible to observe
such time limit, the activity affected by the deficiency shall be suspended until corrective actions are
accomplished.
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
4.5 Corrective Action Process

Auditors shall fill in details of each non-conformity detected during an audit individually in a Non-Conformity
Report (NCR) Form and assign a reference number for each NCR. Upon receiving the NCR, the Auditee’s
Responsible Manager is required to investigate and identify the root causes of the non-conformance and
propose the necessary corrective actions to be taken and their completion date.
All NCRs with their associated CAPs shall be submitted to the Auditors for final discussion and acceptance
during the Audit Closing Meeting. The Lead Auditor is required to check and ensure each NCR is complete
and the proposed counter-measures will be effective in precluding recurrence of the non-conformity. He has
the authority to reject any NCR or CAP that he finds incomplete or deems to be ineffective and to submit
any undecided or disputed NCR to the Head of Quality for final decision.
NCRs generated during Department Self-Audits will be recorded in the NCR Status Log by the Head of
Quality.
The results of the follow-up audit shall be recorded in the respective NCR Status Log.
If the Head of Quality is satisfied that the actions taken have effectively eliminated the root causes of the
associated non-conformity, the Head of Quality will close out the NCR; otherwise, a new NCR will be issued
detailing further corrective actions required, and the process is repeated.
Figure 4-1 depicts the flow and steps of the Corrective/Preventive Action Process.
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
Figure 4-1 Corrective Action Process Flowchart
• Non-conformity Report issued
Responsible Manager
• Identifies root causes
• Designs corrective action
• Assigns person responsible
• Proposes time frame
Auditor
Auditor/Department Head
• Consults Head of
• Examines root cause analysis
Department
• Evaluates recommended action plan
No/Disputed
CAP accepted?
Yes
Head of Quality
• Tracks progress
• Reports status quarterly Head of Quality
• Upon request, extend
maximum 60 days,
• Refers to GM / Department Head
No
CAP completed
as scheduled?
Yes
Head of Quality
• Schedules follow-up audit
within 30 days
No
CAP effective?
Yes
Head of Quality
• Closes NCR/PAP
• Summarizes for Management Review
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
4.6 Corrective/Preventive Action Procedure
4.6.1 Identifying Causes

Corrective action requires that the root cause or causes of the discrepancy be investigated and determined
in order to eliminate such causes. To that end, the Responsible Manager can use the Method-Man-
Material-Machine Fish-bone Analysis Model described in the Quality Assurance Program section to
facilitate a systematic analysis.
The investigation must be fact-based. It is usually helpful to have a small team of informed and involved
individuals associated with the process to offer insight and suggest corrective actions. Although human
factors may play a part, focus should also be placed on physical factors, such as workplace environment,
facilities, equipment and tooling; process factors, such as clarity of instructions; and training/understanding
of methodology for the work to be properly accomplished. Flow or process diagrams of the affected process
are a logical starting place. Typically, each item in the process, and interactions among such items, are
questioned or analyzed in an attempt to determine which either caused or contributed to the ultimate
deficiencies. Often the interactions resulted in a cumulative effect that elicits the deficiency. Once each
potential weakness is diagnosed, the individual/team analyzes each to identify possible solutions and then
evaluate each solution to determine whether it will be effective in eliminating the deficiency.
4.6.2 Designing Corrective Action Plan

Although Auditors may participate; however, responsibility and accountability for the development and
implementation of CAPs and PAPs always reside with the manager having direct responsibility for the
affected operation. Remedial actions shall be planned for removing the non-conformity, preventing
recurrence of the mistake, minimizing risk and aiming to solve the problem by focusing on the root causes.
The CAP should include:
a) A detailed synopsis of the finding and a description of the scope and extent of the problem so that
candidate solutions can be deduced properly.
b) Analysis of evidence to uncover the root cause(s) of the finding, treating errors as defects in the
system rather than in a person and looking beyond the symptom to find the organizational defect
that permitted an error to occur. Its goal is to correct the fundamental problem and to prevent
recurrence. The more thorough the analysis, the greater the likelihood it is to uncover why the
deficiency occurred and how the organization can respond effectively.
c) Description of planned corrective steps to be taken in response to the finding, specifying how,
when and where these actions will be taken.
d) Implementation schedule, including a timeframe for putting corrective actions in place.
e) Identification of the individual(s) who will be responsible for implementing each of the corrective
steps.
Remedial activity may include, but not limited to, one or a combination of the following actions.
 Revision of existing documentation
 Preparation of a new document
 Actualization by training activities
 Modification of work flow or work process
 Disciplinary action
The Head of Quality has the final authority in approving CAPs and their implementation schedule, and
mandating modification as deemed necessary.
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
4.6.3 Timetable for Implementation
4.6.3.1 Level 1 Finding
Level 1 Finding degraded the operational standards of an aircraft or a process to an extent with significant
risk for flight safety. Corrective actions shall be implemented by the Responsible Manager as soon as
practical and in all cases within 3 days of receiving notification. When it is not possible to observe such time
limit, the activity affected by the deficiency shall be suspended until corrective actions are accomplished.
As soon as the deficiency is eliminated, an audit shall be carried out immediately afterwards in order to
ascertain the effectiveness of the corrective action taken. If the deficiency persists, the Level 1 Finding shall
be reported immediately to the Department Head for resolution. The activity affected by the deficiency shall
remain suspended until effective correction is assured.
Level 2 Finding decreased company quality standards but would not directly impair flight safety. The
Responsible Manager shall propose a Corrective Action Plan within 7 days after receiving notification.
Implementation and completion schedule shall be in accordance with the proposed CAP. The Head of
Quality shall organize a follow-up audit upon completion of the CAP, as applicable.
Level 3 Finding does not lower quality standards or impairs flight safety. The Responsible Manager shall
propose a Prevention Action Plan within 30 days after the audit is completed. Implementation and
completion schedule shall be in accordance with the proposed plan. Upon completion, Head of Quality shall
carry out a self-audit to verify the effectiveness of the actions taken.
4.6.4 Monitoring Corrective/Preventive Action Plans

All CAPs generated by Quality Assurance Audits will be tracked to completion by the Head of Quality.
The Head of Quality enters the CAPs into a computer-based NCR Status Log and tracks their due dates.
Delinquent action plans will be issued a new NCR having the same reference index number as the original
with a sequential dash number and referred to the Department Head for immediate resolution. The revised
implementation date is established by discussions and mutual agreement between the Department Head
and the Head of Quality but shall not be more than 60 days from the original completion due date. No
further extension will be permitted. In case a delinquent CAP is not completed by the Department Head
within the agreed time frame, the Head of Quality refers it to the Managing Director for final resolution.
4.6.5 Follow-up Audits and NCR Close Out

As the CAPs are completed, Head of Quality, as applicable, shall perform follow-up audits within 30 days
of accomplishment. The purpose of follow-up audits, which shall follow the procedures described in the
Quality Assurance Program section, is to verify implementation and assess effectiveness of actions taken
in assuring conformity to policy, standard, process or procedure implemented. When the Head of Quality
is satisfied that actions taken have effectively eliminated the associated nonconformity, the corresponding
NCR will then be closed out in the NCR Status Log (Form ACA-QAM-DCP-F04).
CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
4.6.6 Reporting of CAPs

In each June and December, Head of Quality will analyze the Status Logs for trends and prepare a
summary report to update the General Manager of overall quality performance in the preceding in Quality
Review Board, Head of Quality will summarize all open, closed and delinquent CAPs since the previous
review meeting and present the summary for analysis of quality performance and long-term trends.
4.7 Forms
Attachment A: Sample Non-Conformity Status Log [Form ACA-QAM-DCP-F04]
Attachment B: Sample Non-Conformity Report Form [Form ACA-QAM-DCP-F05]

CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample Non-Conformity Status Log [Form ACA-QAM-DCP-F04]

CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample Non-Conformity Report Form [Form ACA-QAM-DCP-F05]

CHAPTER: 4
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 5
ISSUE: 2
CONTRACT EXTERNAL SERVICE PROVIDERS REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 5. Contract External Service Providers ..........................................................................................3
5.1 Contract External Service Providers ......................................................................................................3
5.2 Forms......................................................................................................................................................5
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER 5. CONTRACT EXTERNAL SERVICE PROVIDERS
5.1 Contract External Service Providers
To a certain extent, ACAs’ safe operation depends on reliable contract external service provider’s quality
performance.
All ACA contracted external service providers must deliver services to an agreed contractual specification.
To ensure quality, the ACA Compliance Monitoring Quality Management System will monitor audit or
inspect the standard of all contracted external service providers.
Before ACA uses a contract external service provider, the Head of Quality will conduct an audit of the
external contract service provider to ensure that the contracted external service providers have the
necessary manpower, resources, authorization and/or approvals to conduct all required services. The audit
will be recorded on External Supplier Evaluation Checklist Form (ACA-QAM-DCP-F19) or External Supplier
On-Site Assessment Checklist and Evaluation (ACA-QAM-DCP-F23) when Auditors on site audit. The audit
may be conducted in person or over the phone if all requested records and references can be emailed or
faxed to the Head of Quality. If away from home base and in unforeseen circumstances, the Pilot-in-
Command may conduct a spot audit before using any services. Normally, a spot audit will be conducted by
the Pilot-in-Command for maintenance, fueling or de-icing. The Pilot-in-Command will use their best
judgment and decide if any services will be used. The Pilot-in-Command will contact the Head of Quality
and/or other Nominated Persons if they have any doubts or questions before using any services.
All ACA are made aware through their initial and recurrent training that if we purchase goods or services
from a contract external service provider, ACA remains responsible for the purchased goods or services
and shall undertake the necessary controls to ensure quality for the contracted service. All ACA are made
aware through their initial and recurrent training that the responsibility for the quality of the product or
services also remains with ACA. A written agreement will exist and shall clearly define responsibilities
between ACA and all contracted external service providers. It will be made clear that all agreed activity
contained in the agreement will be subject to ACA Quality standards. If ACA satisfies aircraft operational
needs through a wet lease agreement with another operator ACA monitor the performance of such other
operator to ensure operational quality, safety and security needs of the ACA are being fulfilled (audits and
inspections).
When a contracted external service provider service falls below standard, contractual action shall be taken
and non-conformity awareness root cause within the Quality Management System. In this event, the Head
of Quality is responsible for closely monitoring the external service provider to ensure that quality is not
compromised.
All ACA department managers and supervisors and employees will ensure all contracted external services
are executed to a high standard of safety.
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
Figure 5-1 Supplier Evaluation Process
Head of Quality
• Identifies Supplier
• Requests Evaluation
Head of Quality
• Interviews by telephone or Email
• Sends Self-audit Questionnaire
• Evaluates
Supplier No
Approved?
Yes
Head of Quality
• Registers in Approved Supplier List
Head of Quality
• Continues monitoring for quality
and performance
• Re-Evaluation audit every 3 years
• Updates Approved Supplier List
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
All ACA operational staff shall perform daily monitoring of external service providers, and if they have any
suggestions, questions or complaints, they shall inform their immediate ACA manager or supervisor who
will then inform the Ground Handling Manager who is responsible for communication with their employees.
The contracted Ground Handling Manager shall inform the ACA Head of Quality about all results of internal
audits or inspections conducted by the contracted external service provider or outsourced audit or
inspection results. The purpose of such monitoring is to ensure databases and other internal and external
sources of operational data provided for the support of operations are current, accurate and complete.
5.2 Forms
Attachment A: Sample Approved External Supplier List (ACA-QAM-DCP-F18)
Attachment B: Sample External Supplier Evaluation Checklist (ACA-QAM-DCP-F19)
Attachment C: Sample External On-Site Assessment Checklist and Evaluation Form (ACA-QAM-DCP-F23)
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample Approved External Supplier List (ACA-QAM-DCP-F18)

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample External Supplier Evaluation Checklist (ACA-QAM-DCP-F19) Page 1 of 4

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample External On-Site Assessment Checklist and Evaluation Form (ACA-QAM-
DCP-F23) Page 1 of 6
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER: 5
ISSUE: 2
DATE: 25/12/2019
CHAPTER: 6
ISSUE: 2
QUALITY SYSTEM TRAINING REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 6. Quality system training ...............................................................................................................3
6.1 Initial Training Syllabus for Auditors and Requirements ........................................................................3
6.2 Recurrent Training for Auditors ..............................................................................................................4
6.3 Initial Quality Management System Training Syllabus / All Employees .................................................5
6.4 Recurrent Quality Management System Training Syllabus / All Employees ..........................................6
6.5 Auditor on The Job Training ...................................................................................................................6
6.6 Forms......................................................................................................................................................6
CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
CHAPTER 6. QUALITY SYSTEM TRAINING
The Head of Quality will be responsible for training Auditors as required in line with procedures in this
section. Auditors must be considered proficient before being released to active service in the audit area.
All personnel is to receive training on ACA QMS during their Initial New Hire Training Course. The
employees training records will reflect that the employee has completed the Quality Management System
Training Modules.
6.1 Initial Training Syllabus for Auditors and Requirements

Auditors must meet the following criteria to qualify for ACA internal training for Auditors;
 must have passed their probationary period and be full-time employees of ACA
 must complete ACA Auditor Training Course with pass marks in all training subjects;
 must complete ACA recurrent training every 24 calendar months to retain their status as Auditors.
Initial Auditors Training Syllabus
Training Subjects Hours

Quality Management System and ACA Compliance
A 1.0
Monitoring System
B Quality Management System Audit and Responsibilities 1.0
Quality Management System Inspections and
C 1.0
Responsibilities
D Responsibilities during Audits or Inspections 1.0
E Report Forms and Completion 1.0
F Conducting Audits and Inspections 1.0
G Contract External Service Providers 1.0
H Non-Compliant Findings Policies and Procedures 1.0
I Feedback 1.0
Total Training Hours 9.0

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
6.2 Recurrent Training for Auditors

Note: Recurrent training is required every 24 calendar months.
Recurrent Auditors Training Syllabus

Quality Management System and ACA Compliance
A 1.0
Monitoring System
B Quality Management System Audit and Responsibilities 1.0
Quality Management System Inspections and
C 1.0
Responsibilities
D Responsibilities during Audits or Inspections 1.0
E Report Forms and Completion 1.0
F Conducting Audits and Inspections 1.0
G Contract External Service Providers 1.0
H Non-Compliant Findings Policies and Procedures 1.0
I Feedback 1.0
.
CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
6.3 Initial Quality Management System Training Syllabus / All Employees
Initial Quality Management System Training Syllabus
A ACA Work Areas 0.5
B Ramp Area Operations 0.5
C Equipment Operations 1.0
D CAAT Regulations including Advisory Material 1.0
E Contract External Service Providers 1.0

Accident, Incident, Occurrence Reporting and
F 1.0
Communication within ACA
QAM (applicable sections) and Reporting
G 1.0
Non-Compliant Areas when discovered
H Reporting Forms and Records 1.0
ACA Quality Management System and
I 1.0
ACA QMS Compliance Monitoring System
CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
6.4 Recurrent Quality Management System Training Syllabus / All Employees

Note: Recurrent training is required every 24 calendar months.
Initial Quality Management System Training Syllabus
A ACA Work Areas 0.5
B Ramp Area Operations 0.5
C Equipment Operations 1.0
D CAAT Regulations including Advisory Material 1.0
E Contract External Service Providers 1.0

Accident, Incident, Occurrence Reporting and
F 1.0
Communication within ACA
QAM (applicable sections) and Reporting
G 1.0
Non-Compliant Areas when discovered
H Reporting Forms and Records 1.0
ACA Quality Management System and
I 1.0
ACA QMS Compliance Monitoring System
6.5 Auditor on The Job Training

After successful classroom training, trainee auditor undergoes at least 3 OJT audits where they participate
in an audit with an experienced auditor. The trainee will successfully conduct an audit under assessment
(observation), before being passed as competent to conduct audits independently. Experienced auditor
shall complete Auditor Assessment Form (ACA-QAM-DCP-F27 Rev.0/Nov 17)
6.6 Forms
Attachment A: Sample Attendance Record Form (ACA-QAM-DCP-F28)
Attachment B: Sample Auditor Assessment Form (ACA-QAM-DCP-F27)
Attachment C: Sample Company Personal Training Record (ACA-QAM-DCP-F29)
Attachment D: Sample Course Evaluation Form (ACA-QAM-DCP-F30)

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample Attendance Record Form (ACA-QAM-DCP-F28)

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample Auditor Assessment Form (ACA-QAM-DCP-F27) Page 1 of 4

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample Company Personal Training Record (ACA-QAM-DCP-F29) Page 1 of 2

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample Company Personal Training Record (ACA-QAM-DCP-F29) Page 2 of 2

CHAPTER: 6
ISSUE: 2
DATE: 25/12/2019
Attachment D: Sample Course Evaluation Form (ACA-QAM-DCP-F30)

CHAPTER: 7
ISSUE: 2
RECORD KEEPING REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 7. Record Keeping .........................................................................................................................3
7.1 Disposition of Records............................................................................................................................3
7.2 Document Retention ...............................................................................................................................3
7.3 Storage Periods ......................................................................................................................................4
7.4 Storage ...................................................................................................................................................4
7.5 Disposal ..................................................................................................................................................4

CHAPTER: 7
ISSUE: 2
DATE: 25/12/2019

CHAPTER: 7
ISSUE: 2
DATE: 25/12/2019
CHAPTER 7. RECORD KEEPING
All records of the Quality Management System will be maintained by the Head of Quality.
These records may be electronic. In this case standard ACA computer backup procedures. The Quality
Assurance Manual shall be used to ensure record integrity.
ACA will use computer back-ups that will be kept on a mainframe computer( s) or on a mobile flash drive
that can be disconnected from the mainframe computer and kept in a fireproof safe. The Head of Quality is
responsible for ensuring that all quality related information, document, records, forms and logs are backed
up once a week.
The following paper and electronic records shall be maintained for a period of five (5) years:
 Non-Conformity Report Form ACA-QAM-DCP-F05;

 Audit or Inspection Checklist Form ACA-QAM-DCP-F09 to 15, Including Follow Up
 Audit Result Report Form ACA-QAM-DCP-F03, Including Follow Up Inspections;
 Quality Review Board Minute Form ACA-QAM-DCP-F38.
7.1 Disposition of Records
The purpose of this procedure is to define the system for the maintenance, identification, indexing, storage
and control of documents and records to ensure that all regulatory and customer requirements have been
met. Disposition of records also includes their disposal.
The Head of Quality has the overall responsibility for the record control system, including the issuance and
maintenance of this procedure. All proposed changes and other suggestions for improvement should be
submitted to the Head of Quality in accordance with the policies outlined in this manual. All proposed
changes will be reviewed as they are submitted and will be reviewed annually for compliance with
requirements and regulations and to establish consistency with other policies and objectives associated
with the quality management system. The Head of Quality maintains a master copy of this document and
controls its electronic and hard copy distribution as well as any other ACA forms and/or record formats
required provisionally. Documents will be retained in accordance with the retention periods outlined in 7.2
(see below):
7.2 Document Retention

Analysis and Retention of Documents and Records, documents are a valuable tool for quality control. Head
of Quality shall ensure that QMS documents are randomly checked for their accuracy and correct
completion.
Whenever QMS documents are missing or discrepancies/irregularities are found, an appropriate report
shall be forwarded to the Head of Flight Operations
Following the retention period, all documents that are deemed unnecessary by Management will be
destroyed using methods that are environmentally safe and recycling where necessary.
CHAPTER: 7
ISSUE: 2
DATE: 25/12/2019
Digital/Electronic Backups of internal documents will be backed up weekly and stored in the company safe.
External documents will be disseminated and retained by their associated department heads for a period up
to 5 years. Documents demonstrating supplier capability and on-going performance will be retained as long
as the supplier is active.
7.3 Storage Periods
Documents Storage Periods
Audit Schedules will be retained for a period of 5 years. 5 Years
Quality Inspection and Audit checklists and reports will be retained for
a period of 5 years. 5 Years
Responses to findings will be retained for a period of 5 years. 5 Years
Corrective action reports will be retained for a period of 5 years. 5 Years
Follow-up and closure reports will be retained for a period of 5 years. 5 Years
Management evaluation reports will be retained for a period of 5 years. 5 Years
External documents and audits will be retained for a period of 5 years 5 Years
Employee Training Records will be retained for a period of 5 years 5 Years
7.4 Storage
Records are stored in a dry and clean environment. Cabinets containing records are clearly labeled to
display their contents. Records and other quality documents may not be stored in private desk drawers or
other obscure locations that are not generally known. Records are retained by record holders in either their
active location or their final storage locations and/or archives.
7.5 Disposal
Disposal or Obsolete Documents refer to QAM Chapter 8.8.3 Identification and Disposal of Obsolete
Documents.
CHAPTER: 8
ISSUE: 2
FLIGHT SYSTEM DOCUMENT CONTROL REVISION: ORIGINAL
DATE: 25/12/2019
Table of Contents
CHAPTER 8 FLIGHT SYSTEM DOCUMENT CONTROL ..............................................................................3
8.1 Flight Safety Document System .............................................................................................................3
8.1.1 Flight Safety Document Organization..................................................................................................4
8.1.2 Flight Safety Document Control Requirements ...................................................................................4
8.1.3 Flight Safety Document Validation ......................................................................................................5
8.1.3.1 Flight Safety Document Validation ...................................................................................................5
8.1.4 Flight Safety Document Standard Terminology ..................................................................................6
8.2 Objective .................................................................................................................................................6
8.3 Applicability and Policy ...........................................................................................................................6
8.3.1 Document Classification and Handling Procedures ............................................................................7
8.3.2 Flight Safety Document System Review .............................................................................................7
8.4 Duties and Responsibilities ....................................................................................................................7
8.4.1 Head of Department ............................................................................................................................7
8.4.2 Document Holders ...............................................................................................................................8
8.4.3 Document Control Administrative ........................................................................................................8
8.4.4 Head of Safety .....................................................................................................................................8
8.5 Flight Safety Document Style and Setting ..............................................................................................9
8.5.1 Manual Contents and Arrangement ..................................................................................................10
8.6 Document Revision Process ................................................................................................................21
8.6.1 Request, Review, Approval and Issuance of Revisions ....................................................................21
8.6.2 Scheduled Revision ...........................................................................................................................22
8.6.3 Document Referencing and Numbering System ...............................................................................23
8.6.4 Standard/External Documents ..........................................................................................................24
8.7 Distribution Control Process .................................................................................................................25
8.7.1 Controlled Distribution List ................................................................................................................25
8.7.2 Distribution Procedure .......................................................................................................................25

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.7.2.1 Distribution Hard Copy Format ...................................................................................................... 26
8.7.2.2 Distribution Electronic Format ....................................................................................................... 26
8.8 Preservation of Records ...................................................................................................................... 28
8.8.1 Revision of Records .......................................................................................................................... 28
8.8.2 Distribution Records ......................................................................................................................... 28
8.8.3 Identification and Disposal of Obsolete Documents ......................................................................... 28
8.9 Forms ................................................................................................................................................... 29

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
CHAPTER 8 FLIGHT SYSTEM DOCUMENT CONTROL

Documents established by AC Aviation such as manuals, forms and records comprise the Company flight
safety document system (FSDS). Collectively, flight safety documents provide the necessary policy
guidance and describes specific instructions, tasks and allocation of responsibilities to implement
operations in a safe and proper manner in accordance with industry standards, recommended procedures
and regulatory requirements.
AC Aviation flight safety documentation system enables communication of intent and consistency of action.
Its use contributes to:
 Standardization of procedures;
 Execution of industry standards and practices;
 Provision of appropriate training;
 Achievement of conformity to customer requirements and quality improvement;
 Repeatability and traceability;
 Provision of objective evidence, and
 Evaluation of the effectiveness and continuing suitability of the quality management system.
All Company documents are published in English or in dual Thai/English language and centrally generated
and controlled by the Document Control Administrative to ensure a company-wide consistency in
documentation philosophy, format and presentation of contents. Documents are prepared within the
relevant department, reviewed by the responsible manager and approved by the Department Head or,
where applicable, the regulatory authority.
8.1 Flight Safety Document System

The development of a flight safety documents system is a complete process, and that changes to each
document comprising the system may affect the entire system. It is important for operational documents
content to be consistent with each other, and consistent with regulations, manufacturer requirements and
human factors principles. It is also necessary to ensure consistency across departments as well as
consistency in application. Hence the emphasis should be placed on an integrated approach, based on the
notion of the operational documents as a complete system. Industry standard guidelines regarding content
applicable to the development of specific operational documents are available and should be adhered to
when practical.
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.1.1 Flight Safety Document Organization

This is a collective term to describe all the information provided and made available to operating crews and
other Company personnel pertaining to the safety of the operation.
Flight safety documents should be organized according to a criteria which ensure easy access to
information required for flight and ground operations contained in the various operational documents
comprising the system and which facilitate management of the distribution and revision of operational
documents.
Information contained in a flight safety documents system should be grouped according to the importance
and use of the information, as follows:
The information provided is grouped according to the importance and use of the information as follows:
a) Time critical information, e.g. information that can jeopardize the safety of the operation if not
immediately available; This includes: Normal checklists, Abnormal and Emergency Checklists;
NOTAMS, These are all contained within easy reach (available) on the aircraft ensuring their
immediate accessibility to the Flight Crew and Technical Engineers as required.
b) Time sensitive information that can affect the level of safety or delay the operation if not available in
a short period; This type of information will be found in the MEL, Flight Safety Circulars, Service
Bulletins, Airworthiness Directives and Authority Circulars.
c) Frequently used information which includes; Operations Manual Part A (general non-type specific
Company procedures and requirements); Operations Manual Part B (Aircraft type specific operating
procedures, including SOP), Airport Data and Runway Analysis tables); and Operations Manual
Part C (Route manuals and aerodrome instructions and information) etc.
d) Reference information, e.g. information that is required for the operation but does not fall under (b)
or (c) above; Supplementary information; Aircraft Flight Manual (AFM), AIP’s, AOCR and Ops
Specs, etc.
e) Information that can be grouped based on the phase of operation in which it is used; This would
include documents such as Standard Operating Procedures etc.
Time critical information should be placed early and prominently in the flight safety documents system.
Time critical information, time sensitive information, and frequently used information should be placed in
cards and quick-reference guides. (refer to form ACA-OPS-FSD-01, ACA-OPS-FSD-02, ACA-OPS-FSD-03,
ACA-OPS-FSD-04)
8.1.2 Flight Safety Document Control Requirements

Document control requires the following to be accomplished:
 Retention of a master copy;
 Examination and approval prior to issue;
 Review and update, to include an approval process;
 Identification of revision status;
 Revisions are identified and retained as history;
 Background or source references are identified and retained as history;
 Distribution to ensure appropriate availability at points of use;
 Documents are checked to verify that they remain legible and readily identifiable;
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
 Documents of external origin are identified, updated, distributed and retained;

 Obsolete documents are identified and handled as specified;
 Documents are disposed of as specified.
8.1.3 Flight Safety Document Validation

The flight safety documents system should be validated before deployment, under realistic conditions.
Validation should involve the critical aspects of the information use, in order to verify its effectiveness.
Interactions among all groups that can occur during operations should also be included in the validation
process.
Head of Safety will responsible for Flight Safety Document System validation, Quality Review Board
meeting will use to validated and verify before deployment.
8.1.3.1 Flight Safety Document Validation Procedure

After receiving new information, The Responsible of each function shall follow the FSDS validation
procedures as Figure 8-1 FSDS Validation procedure.
Figure 8-1 FSDS Validation procedure
News or Update Information concerning ACA Operation from

any source ex. CAAT, ICAO, IATA etc.
Responsible function submits the information which classified by fill

in form (ACA-QAM-DCP-F42) to Document Control Administrative
Document Control Administrative check

the information and follow below;
1) Review latest revision
2) Verified by Head of Safety
3) Approved by Head of Quality
4) Registered in Master Index
No
Yes
If no, return whole

documents to responsible If pass the criteria, proceed the
function for the correction. electronic doc.
And follow QAM Chapter 8.3.1

Document Classification and Handling
Procedures and QAM Chapter QAM
Chapter 8.6 Document Revision
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.1.4 Flight Safety Document Standard Terminology

AC Aviation flight safety document system will maintain consistency in terminology, and in the use of
standards terms for common items and actions.
Operational documents will include a glossary of terms, acronyms and their standard definition updated on
a regular basis to ensure the most recent industry standard terminology is being utilized. All significant
terms, acronyms and abbreviation included in Company documents should be defined.
Mandatory terms such as “must”, “shall” and “is/are required” shall be used to convey the intent of the
requirements where applicable. The term “must” is used when there is a regulatory requirement, “shall” is
used when there is a duty requirement
The term “should” is to be understood to mean that the proposed method of compliance is strongly
recommended, unless an alternative method of safety protection is implemented that would meet or exceed
the intent of the recommendation.
In each December, Document Control Administrative will review standardization across documents type,
including writing style, terminology use of graphics and symbols, and formatting across documents includes
in Schedule Revision.
8.2 Objective
The primary purpose of Flight Safety document control is to ensure necessary, accurate and up-to-date
documents are available to those personnel required to use them, to include, in the case of outsourced
operational functions, employees of external service providers. Documents are controlled to ensure that
they are:
 Adequate and accurate prior to issue;
 Periodically reviewed, updated and re-approved;
 Identified for amendments and current revision/issue status;
 Available, readily identifiable and legible at points of use;
 Controlled for distribution to only authorized holders; and
 Eliminated from circulation when become obsolete.
8.3 Applicability and Policy

The processes and procedures contained herein apply to all Company publications that are in circulation.
Controlled documents shall be identified by title, assigned a control number, defined by revision/issue/date
status, and distributed through the distribution control process. When detached or copied from a controlled
document, a page loses its control and becomes an uncontrolled document.
A “loose’ document that is not held within a manual shall include a title page that identifies:
 Its operational applicability and functionality;
 The person authorizing the document;

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
 The date of issue and date of effectiveness; and
 A Controlled Distribution List.
Publications not distributed through the distribution control process are uncontrolled and will not be updated
with revisions. Uncontrolled manuals shall be used only for reference and never for work accomplishment.
Superseded pages are removed from circulation and destroyed. On signing and dating the Record of
Revisions the Document Holder attests completing the revision and returning the pages removed.
8.3.1 Document Classification and Handling Procedures

All new information or change of information shall be classified into 4 categories mentioned a) b) c) and d)
as placed in cards for quick-reference guides.
A. Time Critical Information ACA-OPS-FSD-01: Head of safety shall verify ASAP no later than 12 hrs.
B. Time Sensitive Information ACA-OPS-FSD-02: Head of safety shall verify within 24 hrs.
C. Frequently Used Information ACA-OPS-FSD-03: As required
D. Reference Information ACA-OPS-FSD-04: As required
8.3.2 Flight Safety Document System Review

Flight Safety Document System shall be reviewed in Management Review in December of each years by
each of Head of Department, or following situation;
a) After major events (mergers, acquisition, rapid growth, downsizing, etc);
b) After technology changes (introduction of new equipment); and
c) After changes in safety regulations.
8.4 Duties and Responsibilities
8.4.1 Head of Department

 Designating the manuals to be controlled;
 Assigning a responsible manager as the owner of each document;
 Approving proposed documents after ensuring their contents are adequate, accurate, current and
written in clear, easy-to-understand style that observes human factors principles;
 Periodically reviewing and revising document contents to maintain their currency;
 Processing errors reported and suggestions received expeditiously;
 Ensuring relevant documents are current, complete, legible and readily available at the points of
use;
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
 Removing obsolete documents from use;
 Creating Document Change Requests (DCR); and
 Regularly backing up documents circulated in electronic media, and safekeeping of the backup
diskettes.
8.4.2 Document Holders

 Verify the applicability and currency of a document before using it;
 Ensure his/her copy is complete, legible and kept up to date;
 Insert revisions and remove superseded pages to maintain currency;
 Report any inadequacy, error or ambiguity in instructions found in the contents; and
 Creating Document Change Requests (DCR).
8.4.3 Document Control Administrative

 Submitting the DCR to the relevant Responsible Manager for an approval (acceptance within
Department Heads or General Manager);
 Revising documents and forwarding to Requester or Reviewer to review;
 Collecting and retaining revision acknowledgements returned from document holders;
 Submitting documents to the relevant Authority for approval;
 Retaining master documents and their associated background or source references;
 Security of master documents;
 Publishing and Distributing an approved package;
 Recording the approved revision in Master Document List; and
 Obtaining, maintaining and revising external documents.
8.4.4 Head of Safety

 Verify Flight Safety Document Validation;
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.5 Flight Safety Document Style and Setting

All Flight Safety documents should follow the standard style and setting in order to exhibit an organization-
wide consistency in documentation philosophy, format and presentation of contents. As a minimum, where
applicable, standard format of AC Aviation documents as following details;
a) Manual Page Layout
Program: Microsoft Word
Page size: A4
Paper color: White
Letter color: Black, any color for emphasize
Letter Font: Arial
Page Orientation: Portrait for every possible page
Heading1 size: 11 pt (bold)

Heading 2 size:10 pt (bold)
Heading 3 size: 10 pt
…Letter body 10 pt
Table: border ½ pt.
White, background 1 darker 15% for Header
Letter body size: 8-10 pt.

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
b) Manual Page Layout Header-Footer
The Page Header will reflect the Manual Issue Number, the Revision Number, and the Date. See the
example below.
CHAPTER: QA
OPERATIONS MANUAL PART A PAGE: 10 3
ISSUE: 1
INTRODUCTION
REVISION: ORIGINAL
1 2 DATE: DD/MM/YY
Company Logo
- Height: 1.18 cm.
1
- Width: 3.19 cm.
Manual Title and Section Title
- Manual title: Block letters sized 10 pt (bold)
2
- Section title: Small letters sized 10 pt (bold)
Page Control Block
3 - Section number
- Page number
- Issue number
- Revision number
- Effective date (dd/mm/yy)
Located in the footer at the bottom-Left of each page are: “AC Aviation Co., Ltd.”
8.5.1 Manual Contents and Arrangement

The contents of a manual should be organized as follows:
a) CAAT Approval Page
b) Manual Cover Page (MCP)
c) Manual Control Sheet (MCS)
d) Table of Contents (TOC)
e) List of Effective Pages (LEP)
f) Record of Revision (ROR)
g) Record Transmittal (RT)
h) Controlled Distribution List (CDL)
i) Terminology & Meaning
j) Content body
k) Water Mark and so on
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
a) CAAT Approval Page
Company Logo
- Height 4.20 cm
1
- Width 12.00 cm
Name of Document
- sized 22 pt
2
Authority Approval with Stamp

Wording: “Approved by The Civil Aviation Authority of Thailand” or
“Accepted by the Civil Aviation Authority of Thailand” (Refer to CAAT regulations)
3
- sized 12 pt
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
b) Manual Cover Page (MCP)
This page presents the document title of the manual.
2 OPERATIONS MANUAL PART A
OPERATIONS MANUAL
Approved by Civil Aviation Authority of Thailand
3 Issue:1
Revision: Original
Effective Date: dd/mm/yyyy
Company Logo
- Height 4.20 cm
1
- Width 12.00 cm
Name of Document
2 - sized 22 pt
Issue Number, Revision Number and Effective Date of Document using
3 - sized 12 pt
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
c) Manual Control Sheet (MCS)
This page presents the internal manual name and position responsible of manual. It also identifies the copy
number or the manual. The format of layout and wording required within this page are shown below;
CHAPTER: MCS
OPERATIONS MANUAL PART A PAGE: 13 1
ISSUE:1
MANUAL CONTROL SHEET REVISION: ORIGINAL
DATE:15/12/16
Issue: 1
Revision: Original
Effective Date: TBA
This is the AC Aviation Operations Manual, established for the purpose of implementation
by all operational person and hereby approved:
Manual Name: Quality Assurance Manual

Head of Quality
Responsible by: 2
3
Manual Number: _________________01______________________
Holder Name: __________Document Control Center ___________
1 Issue Number, Revision number and Effective Date of Document using sized 10 pt
2 Manual name and Responsible Manual Position
3 Controlled Copy Number: Two-digit number format

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
d) Table of Contents (TOC)
This page gives the reader a comprehensive overview of what topics the document covers. It's orderly
listing of topics provides a quick way to find specific information. The format of layout and wording required
within this page are shown below;
TABLE OF CONTENT
1 Section Number and Title
2 First Sub-Section Number and Title
3 Second Sub-Section Number and Title
4 Page Number
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
e) List of Effective Page (LEP)
This page provides a complete list of all effective pages of the manual according to each revision. The
format of layout and wording required within this page are shown below.
List of Effective Pages

ndex Page Effective Revision Index Page Effective Revision
1 2 Date 3 No. 4 Date No.
CH.1 1-57 TBA ORIGINAL CH.41 1-3 TBA ORIGINAL
TBA ORIGINAL TBA ORIGINAL
1 Index number 3 Effective date number
2 Page number 4 Revision No.

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
f) Record of Revision (ROR)
This page shows
CHAPTER: ROR
OPERATIONS MANUAL PART A PAGE: 16
ISSUE:1
RECORD OF REVISION REVISION: ORIGINAL
DATE:15/12/16
Record of Revisions
When receiving a revision, insert the "Date of the Revision"; insert the name to the
"Inserted By" box and sign in the "Signature" box.
Revision Date of Revised and a Brief Explanation Inserted By

Number Revision of What will Amend or Revised Name Signature
Original 15/12/2016
1 2 3 4 5
1 Revision Number
2 Date of Revision Number
3 Explanation of Amended or Revised
4 Name
5 Signature
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
g) Revision Transmittal (RT)
This page shows the revision instruction and revision highlight. Each manual holder shall follow the
instruction and revise manuals accurately. The formal of layout and wording required within this page are
shown below.
2 3 4 5
1 Transmittal Letter Number, Issue Number, Revision Number
2 CHAPTER Number
3 Pages to be removed, Page Number and Issue/Revision Number
4 Pages to be inserted, Page Number and Issue/Revision Number
5 Revision Reason
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
h) Controlled Distribution List (CDL)
The following personnel below are on the controlled distribution list and have been issued a controlled
copy of this document. Any change to the controlled distribution list must be authorized and recorded
by the Document Control Center.
1 2 3
1 Copy number of Manual
2 Name of the Manual Holder
3 Position / Location of Manual Holder

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
i) Terminology & Meaning
ACA documents should include an Abbreviation of terms, acronyms, and their standard definition,
updated on a regular basis to ensure access to the most recent terminology. All significant terms,
acronyms, and abbreviations included in the flight safety documents system should be defined.
- Definitions
- abbreviation
- acronyms
j) Content Body
1 Header as reference above
2 Heading 1
3 Heading 2
4 size 10 pt, paragraph
5 Sub-paragraph
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
k) Water Mark
- Size height 5.5 mm, wide 15.5 mm

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.6 Document Revision Process
8.6.1 Request, Review, Approval and Issuance of Revisions

Any Company Staff can request a document change/revision by filling a Document Approval Change
Request Form (ACA-QAM-DCP-F31), explaining the changes desired; enclosing a copy of the draft and
background or source references, as applicable; and submitting the Document Control Administrative.
The Document Control Administrative serves as a coordinator to:
 Submit the Document Approval Change Request Form (ACA-QAM-DCP-F31) to the relevant
Responsible Manager for evaluation and acceptance;
 Identify Affected parties to ensure that each manual responsible person acknowledge and affect to
responsible manual;
 Submit the accepted Document Approval Change Request Form to Responsible Manual for
Verified;
 Submit to Head of Quality for approved.
 Scan the approved Document Approval Change Request Form and associated documents for file;
 Document Control Administrative proceed;
o Transforms the draft document into Company standard format, assigning a number
sequential to the Temporary revision or Annual Revision issued;
o Updates the List of Effective Pages;
 Upon finishing change request packet, the Document Control Administrative logs in the Document
Approval Change Request record, document shall be review again by Holder of the manual, or
assigned representative of the holder of the manual;
 After accepted by Holder of the manual, or assigned representative of the holder of the manual,
Document Control Administrative shall;
o Prepares a packet and;
o Submits the revision packet to the relevant Authority for approval.
 After approval, or in the case where Authority approval is not required, Document Control
Administrative sends a master copy of the revision packet to the relevant Department Document
Controller for distribution.
If the Responsible Manager or Department Head rejects the Document Approval Change Request Form,
he/she shall return the Document Approval Change Request Form to the requester with an explanation of
the reasons for refusal.
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.6.2 Scheduled Revision

The responsible Head of each Department shall continuously review information disseminated by the
Authority, equipment manufacturers and aviation industry and initiate revisions as applicable in order to
maintain accuracy and currency of the contents in all publications in his area of responsibility.
In every December, the responsible Head of each Department shall follow the Annual Manual Review
Checklist (Form ACA-QAM-DCP-F40) and review the contents of his/her assigned document(s) to
incorporate amendments addressing:
 Deficiencies identified in audits, inspections and investigations;
 Issues raised in quality, safety and security performance evaluations;
 Operational feedback;
 Changes in regulatory policy and/or requirements; and
 Equipment manufacturer recommendations.
Figure 8-2 Flight Safety Document Control-Scheduled Revision Process Flowchart
In Every December, the responsible Head of Department

shall follow the Annual Manual Review Checklist.
Document Control Administrative;

 Complies or revises Temporary Revision to Schedule
Revision;
 Forwards to Reviewer for reviewing.
No
Corrected?
Yes

 Obtains CAAT approval if required.
No Document Control
Approved? Administrative provided
corrective action as request
Yes

 Records in Master Document List
 Retains Master Copy issued
 Destroy obsolete copies in stock
 Updates in Web manual
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.6.3 Document Referencing and Numbering System

A. Describe your organization’s document referencing and numbering system by detailing all protocols
and abbreviations for internal and external recipients including:
a. Company Name Codes
b. Organizational Units and Sub Units Codes
c. Document Types and Abbreviations for each ex. Procedure (P), Policy (PO), Manual,
Form, Template, etc
B. Documents Referencing Sequence: In cases for controlled documents, the document reference the
structure will be as follows:
General Documentation:
Principle of Document Code
Purpose: to control and record
ACA-XXX-XXX
Company name abbreviation Document name abbreviation
Organization name abbreviation
Example: Manual of Aircraft Maintenance Program (AMP) within Engineering Department (ENG)
would be “ACA-ENG-AMP
Principle of Form use Code

Purpose: to identify the form source.
ACA-XXX-XXX-FXX
F= Form
Company name abbreviation
XX = number, 01…..99
Document name abbreviation

Organization name abbreviation
Example: Form use which generated from Document control procedure, the form Number would be “ACA-
QAM-DCP-F01“
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Department code (Abreaction)
Dept. Name code Dept. Name code

Flight Operations OPS Training TNN
Engineering ENG Quality Assurance QAM
Administrative ADM Safety SMS
Management MGT Marketing MKT
Emergency ERP Security SEC
8.6.4 Standard/External Documents

a. The external documents required for the divisions work or stated in the contract agreements with
external parties (e.g. international standards like ICAO, IATA, FAA, EASA Civil Aviation Authority
regulation &Law, Manufacturer manual etc.) shall control by each department. Each department
responsible person shall determine the External document number these below.
XXX-XXX-Year
Department code Last 2 Digit of Year, e.g 2017= “17”
3 digits number start at 001

a.
Example: ISO-9001 guideline the Control number would be QAM-001-17

b. Each department responsible person shall check the validity of such document and that it has the
latest issue/revision. If it is obsolete or has update. It shall be removed from the retained. The
retained time is depending on the purpose of use and/or change. For example, 1 year or till new
revision issue.
c. Each department responsible person shall control the External document are retained by the
responsible person in the Controlled Copy Register for External Documents and record in the Form
no: ACA-QAM-DCP-F31 “Document Approval Change Control Form and record in the Form no:
ACA-QAM-DCP-F33 “External Documents List Control Form”
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.7 Distribution Control Process

Upon receiving an Approval from the CAAT or General Manager, The Document Control Administrative
shall distribute to persons contained in the Controlled Distribution List.
The Document Control Administrative is responsible for distributing documents within 30 days. Each
document is serial numbered and sent to the specific individuals registered in the Controlled Distribution
List. The distribution procedure does not apply to non-controlled documents.
Document holders are responsible to notify the Document Control Administrative when his/her document is
lost or mutilated or when replacement pages are needed. All employees must return all Company
documents issued to them upon their resignation or termination of employment with the Company.
8.7.1 Controlled Distribution List

Department Heads are responsible for nominating individuals who are authorized to hold a personal copy of
a controlled documents. The position of nominated holders shall be registered in the Controlled Distribution
List contained in the front matter section of the related document.
The Document Control Administrative is responsible to retain a master copy of the Controlled Distribution
List of each controlled document and to amend the affected Master Controlled Distribution List whenever
there is change in the status of the document holders, such as adding new holders or deleting resigned or
terminated holders and forward a copy of the revised list to update in file.
8.7.2 Distribution Procedure

The Document Control Administrative shall reproduce the revision packet in the quantity required for
distribution and follow the Distribution Control Process to issue them to the document holders registered in
the Controlled Distribution List.
Upon receiving a revision packet, each document holder shall:
 Promptly read the revision to become conversant of the changes;
 Insert/replace the affected page(s) as instructed on the Revision Transmittal;
 Sign and date both copies of the Revision Transmittal;
 Place one copy in the document behind the Record of Revisions and remove all previous Revision
Transmittal;
 Enter the revision number and date inserted on the Record of Revision in the document and sign
the entry with his/her initials, and
 Attach all removed pages and return them with the second copy of the signed Transmittal to the
Document Control Administrative within 15 days of the revision distribution date.
The Document Control Administrative is responsible for all documents requiring distributing in Electronic
Format. The Documents shall be uploaded and updated to Web manual.
Figure 8.2 Flight Safety Document Control – Distribution Control Process Flowchart
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.7.2.1 Distribution Hard Copy Format

The Document Control Administrative shall deliver the revision packet, two copies of Revision Transmittal,
the list of Effective pages and the amended document pages to the document holders registered in the
Controlled Distribution List by the most expeditious method. For controlled documents designated for an
aircraft, The Document Control Administrative shall deliver the revision packets to the Flight Dispatch
License which will act as the holder of onboard documents.
Upon receiving a revision packet, each document holder, after accomplishing the revision, shall attach all
removed pages and return them together with the second copy of the signed Revision Transmittal to The
Document Control Administrative within 15 days of the revision distribution date.
The Document Control Administrative monitors Revision Transmittals returned from the document holders
and issues a reminder to those who have not returned their signed transmittal and removed pages within 20
days after the revision packet is distributed.
If the delinquent holders again fail to respond within 10 days after the reminders are sent, The Document
Control Administrative shall notify the Head of Department to follow up with those individuals.
8.7.2.2 Distribution Electronic Format

The Document Control Administrative is responsible for the procurement and revision of all documents. The
original of all documents shall be retained by the Document Control Administrative.
All documents requiring distribution to document holders shall be uploaded to Web manual (https://
http://www.ac-aviation.com).
Web manual is maintained and controlled by The Document Control Administrative. All staff shall able to
access to the Web manual with Username and Password.
The Document Control Administrative is the responsible person to notify all staff about new revision able to
download in Web manual within 30 days before their effective date.
All staff shall acknowledge of revision by signed acknowledge on Web Manual Acknowledgment Form
(ACA-QAM-DCP-F41) as provide by The Document Control Administrative to each department within 15
days after notification.
If staff still not signed an acknowledgment, The Document Control Administrative shall notify to the
Department Head to follow up this those individuals.
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Figure 8.3 Flight Safety Document Control – Distribution Control Process Flowchart
Hard Copy Format Electronic Format
Document Control Administrative Document Control Administrative

 Sets up a folder for the Revision  Notify all staff about new revision
Packet received from PCC released and available in Web
 Makes copies manual
 Whenever feasible, distributes to  Whenever feasible, distributes to
holders 30 days before revision holders 30 days before revision
effective date effective date
Manual Holders All Staff

 Review contents  Review contents
 Insert pages  Login by Using Username and
 Sign Revision Transmittals Password
 Update Records of Revision  Read and Download Documents
 Return one signed Transmittal and  Acknowledge on Web Manual
all obsolete pages to Document Acknowledgment Form within 15
Control Administrative within 15 days after notification
days
Document Control Administrative

 Monitors return of transmittals and Web
Manual Acknowledgment
Document Control
Administrative
No
Sends first reminder
Transmittal received from to delinquent
each holder within 15 days manual holders, or If
first reminder is not
answered in 10
Yes days, notifies Head
of Department
Document Control Administrative No
 Separates and destroys obsolete pages
Head of Department
 Files Transmittals or Department Head Rectifies situation
dispositions, as applicable in related And replies to
Revision Packet Folder Document Control
Administrative within
10 days
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.8 Preservation of Records

It is responsibility of the Document Control Administrative to preserve all original master copies and revision
of controlled documents in a legible and easily retrievable manner by document title and revision number
sequence in a secured location.
8.8.1 Revision of Records

The Document Control Administrative shall retain for each revision containing, as minimum:
 DCR, draft amendment, and background or source documents initiating or substantiating the
revision;
 Original master copy of the complete revision packet issued; and
 Approval from the Authority if applicable.
8.8.2 Distribution Records

Each distribution record shall contain:
 The master Revision Packet received from the Document Control Administrative;
 The Controlled Distribution List employed to control the distribution;
 Revision Transmittal returned by all document Holders; and
 Reminder, Notifications and disposition of delinquent revision transmittals.
8.8.3 Identification and Disposal of Obsolete Documents

Abrogation of a document from usage is under the responsibility and authority of the relevant Head of
Department. When a document becomes obsolete, The Document Control Administrative shall stamp the
master copy of the obsolete document as “RESCINDED”, record the date of rescission, and retain it in the
Obsolete Document File.
The Document Control Administrative is responsible to dispose obsolete documents in circulation. All pages
replaced by revision are returned with the Transmittal to the Document Control Administrative as evidence
that the document holder has removed the obsolete pages from use. The Document Control Administrative
shall detach the obsolete pages from the Revision Transmittal and destroy them by shredding. All other
copies in stock shall also be shredded.
CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
8.9 Forms
Attachment A: Sample Document Approval Change Control Form (ACA-QAM-DCP-F31)
Attachment B: Sample Master Documents List Control Form (ACA-QAM-DCP-F32)
Attachment C: Sample External Documents List Control Form (ACA-QAM-DCP-F33)
Attachment D: Sample Documents Distribution Control Record Form (ACA-QAM-DCP-F34)
Attachment E: Sample Annual Manual Review Checklist (ACA-QAM-DCP-F40)
Attachment F: Sample Web Manual Acknowledgment Form (ACA-QAM-DCP-F41)
Attachment G: Sample Flight Safety Document System Validation (ACA-QAM-DCP-F42)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment A: Sample Document Approval Change Control Form (ACA-QAM-DCP-F31)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment B: Sample Master Documents List Control Form (ACA-QAM-DCP-F32)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment C: Sample External Documents List Control Form (ACA-QAM-DCP-F33)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment D: Sample Documents Distribution Control Record Form (ACA-QAM-DCP-F34)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment E: Sample Annual Manual Review Checklist (ACA-QAM-DCP-F40)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment F: Sample Web Manual Acknowledgment Form (ACA-QAM-DCP-F41)

CHAPTER: 8
ISSUE: 2
DATE: 25/12/2019
Attachment G: Sample Flight Safety Document System Validation (ACA-QAM-DCP-F42)

Quality Assurance Manual

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Quality Assurance Manual

Uploaded by

Copyright:

Available Formats

CHAPTER: MCP

QUALITY ASSURANCE MANUAL PAGE: 2

THIS PAGE HAS BEEN INTENTIONALLY LEFT BLANK

QUALITY ASSURANCE MANUAL

Accepted by the Civil Aviation Authority of Thailand

Effective Date: 25/12/2019

THIS PAGE HAS BEEN INTENTIONALLY LEFT BLANK

MANUAL CONTROL SHEET

Manual Name: Quality Assurance Manual

Responsible by: Head of Quality

Manual Number: _________________01______________________

Holder Name: __________Document Control Center ___________

THIS PAGE HAS BEEN INTENTIONALLY LEFT BLANK

0.1 Introduction .................................................................................................................................................3

0.2 AC Aviation Quality Policy ..........................................................................................................................3

0.3 Company Legal Business Name ................................................................................................................5

0.4 Common Language ....................................................................................................................................5

0.5 Principle Place of Business ........................................................................................................................5

0.6 Changes to ACA's AOC .............................................................................................................................5

0.7 Manual Holder Responsibility .....................................................................................................................6

0.8 Non-Authorized Copies of the ACA Quality Assurance Manual ................................................................6

0.9 Definition and Terminology .........................................................................................................................6

0.10 Acronyms ................................................................................................................................................14

0.11 Appraisal of ACA Employees .................................................................................................................15

CHAPTER 1. QUALITY ASSURANCE ORGANIZATION ..............................................................................3

1.13 Document Control Administrative .......................................................................................................... 12

CHAPTER 2. ACA QUALITY MANAGEMENT SYSTEM .............................................................................. 3

2.1 ACA Eight Quality Management Principles ............................................................................................... 3

2.3 The Continuous Quality Management System Monitoring Process .......................................................... 5

2.4 Continuous Improvement of the Quality Management System ................................................................. 5

2.5 Quality Management System Overview .................................................................................................... 7

2.5.1 Quality Performance Indicators .............................................................................................................. 7

2.5.2 Performance Analysis ............................................................................................................................. 7

2.5.3 Quality Performance Targets .................................................................................................................. 8

2.5.4 Audits ...................................................................................................................................................... 8

2.5.5 Data Gathering ....................................................................................................................................... 9

2.5.6 Data Analysis .......................................................................................................................................... 9

2.5.7 Gap Analysis ........................................................................................................................................... 9

2.5.8 Quality Promotion ................................................................................................................................... 9

2.5.9 Continued Airworthiness ......................................................................................................................... 9

2.6 The Quality Review Board ....................................................................................................................... 10

2.6.1 Quality Review Board Focus ................................................................................................................ 10

2.7 Management Review ............................................................................................................................... 11

2.8 The Management of Change ................................................................................................................... 12

2.9 Forms ....................................................................................................................................................... 13

CHAPTER 3. QUALITY ASSURANCE PROGRAM ....................................................................................... 3

3.1 Introduction ................................................................................................................................................ 3

3.2 Objective .....................................................................................................................................................4

3.3 Applicability .................................................................................................................................................4

3.4 Commitment ...............................................................................................................................................4

3.5 Audits ..........................................................................................................................................................6

3.6 Audit Scope ................................................................................................................................................6

3.7 Audit Process .............................................................................................................................................7

3.8 Audit Procedures ........................................................................................................................................9

3.8.1 Planning Audit Schedule .........................................................................................................................9

3.8.2 Assembling the Audit Team ....................................................................................................................9

3.8.2.1 Lead Auditor Qualification Criteria......................................................................................................10

3.8.2.2 Auditor Qualification Criteria ...............................................................................................................10

3.8.2.3 Dangerous Goods Auditor Qualification Criteria ................................................................................11

3.8.3 Developing Audit Checklist ....................................................................................................................11

3.8.4 Audit Notification....................................................................................................................................11

3.8.5 Conducting the Audit .............................................................................................................................11

3.8.5.1 Opening Meeting ................................................................................................................................11

3.8.5.2 Data Collection and Recording Findings ............................................................................................12

Manual Number: _01______

Holder Name: Document Control Center _