Doc 9839 AN/xxx Manual on the Quality Management System for Aeronautical Information Services ________________________________ Approved by the Secretary General and published under his authority First Edition — XXXX International Civil Aviation Organization Published in English, .................... by the INTERNATIONAL CIVIL AVIATION ORGANIZATION 999 University Street, Montréal, Quebec, Canada H3C 5H7 For ordering information and for a complete listing of sales agents and booksellers, please go to the ICAO website at www.icao.int Doc 9839, Manual on the Quality Management System for Aeronautical Information Services Order Number: ISBN © ICAO 2010 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, without prior permission in writing from the International Civil Aviation Organization. AMENDMENTS Amendments are announced in the supplements to the Catalogue of ICAO Publications; the Catalogue and its supplements are available on the ICAO website at www.icao.int. The space below is provided to keep a record of such amendments. RECORD OF AMENDMENTS AND CORRIGENDA AMENDMENTS CORRIGENDA No. Date Entered by No. Date Entered by TABLE OF CONTENTS Page Foreword .......................................................................................................................................................... (vii) Acronyms ......................................................................................................................................................... (ix) Chapter 1. Policies on quality systems for AIM ......................................................................................... 1-1 1.1 Background .................................................................................................................................. 1-1 1.2 Need for quality ............................................................................................................................ 1- 1.3 Ned for a QMS ............................................................................................................................. 1- 1.4 Relevant provisions in ICAO Annexes and documents ................................................................ 1- 1.5 The data quality process………………………………………………………………………..….. ...... 1- 1.6 The relationship between quality and safety ................................................................................ 1- Chapter 2 Concepts and Vocabulary…………………………………………………………………..….. ......... 2-1 2.1 Standards and ISO…………………………………………………………………………….. ............. 2- 2.2 Background to ISO 9000:2000 series………………………………………………….. .................... 2- 2.3 What is quality? ………………………………………………………………….……..…….. .............. 2- 2.4 Quality control…………………………………………………….…………………..…….. .................. 2- 2.5 Quality assurance………………………………………………….………………….…….. ................ 2- 2.6 Quality improvement…………………………………………………………………..…….. ................ 2- 2.7 QMS……………………………….……….……………..…….. ........................................................ 2- 2.8 Quantifying quality costs……………………….….……………………………..…….. ...................... 2- 2.9 Quality management principles………….………………………..………….....…….. ...................... 2- 2.10 The ISO 9000 series of standards…….……………………………….....…….. .............................. 2- Chapter 3 The Anatomy of the ISO 9001:2008 QMS…………….....….….. ................................................. 3-1 3.1 Introduction……………………………………………………………………….……..…….. ............... 3- 3.2 Structure of ISO 9001:2008………..………………………………………….……..…….. ................ 3- 3.3 The process model………..………………………………………………………….….......…….. ....... 3- 3.4 General requirements………………..………………………..………………………...........…. ......... 3- 3.5 Management responsibility……………..……………………..…………………….…..........… ......... 3- 3.6 Administration……………………..……………………………..…………………….…........….. ........ 3- 3.7 Resource management….....…..……………………………..…………………......…........….. ........ 3- 3.8 Product development and realization…..…………………..…………………......…….....….. .......... 3- 3.9 Design and/or development planning………..……………..…………………......…….....…............ 3- 3.10 Customer satisfaction……………..……………………………..………………….…........….. .......... 3- Chapter 4 QMS Documentation……...........…………………...…........….. .................................................... 4-1 4.1 Structure of QMS documentation…….........….. ........................................................................... 4- 4.2 General documentation requirements…..……………………..………………….…........….. ........... 4- 4.3 Documentation………........................................………………..………………….…........….. ........ 4- 4.4 Documented procedures..….............................………………..………………….….........….. ........ 4- 4.5 Document master list..…………….............……………………..………………….….........….. ........ 4- 4.6 Quality manual.…………...........................……………………..………………….….........….. ........ 4- 4.7 Control of documents..........................................……………..………………….….........….. ......... 4- 4.8 Document master copy.............................……………………..………………….….........….. ......... 4- (v) Manual on the Quality Management (vi) System for Aeronautical Information Services 4.9 Document owner.......................................……………………..………………….….........….. ......... 4- 4.10 Controlled and uncontrolled copies......……..………………..………………….….........….. ........... 4- 4.11 Control of quality records......................…….………………..………………….….........….. ............ 4- Chapter 5 Auditing Processes..........................……………...………………………..….….........….. ............. 5-1 5.1 Audit objectives..............….………………..........………………………..….….........….. ................. 5- 5.2 Audit types................….............……………..........………………………..….….........….. .............. 5- 5.3 Process auditing approach................…….....………………………..….….........….. ...................... 5- 5.4 Certification/registration audit.…...........………………………..….…...........….. ............................ 5- 5.5 Surveillance.…..............................………..........………………………..….…...........….. ................ 5- Chapter 6 Non-conformance Reports and Corrective Action…….…………………......…...........….. ........ 6-1 6.1 Meaning of certification and registration……................……………......…...........….. .................... 6- 6.2 Control of non-conforming product……………..……………………………......…...........….. .......... 6- 6.3 Corrective action and error analysis….............…………………………….......…............….. ......... 6- 6.4 Error tracking process…..........……………………………………………….......…...........….. ......... 6- 6.5 Change procedures…..........…………………………..………………................…............….. ........ 6- Chapter 7 Steps to Certification and other Practical Issues……………….................…….........….. ......... 7-1 7.1 Responsibility for initiating a QMS………………………………………............…. ......................... 7- 7.2 QMS implementation project…........…….........….. ....................................................................... 7- Chapter 8 The data quality process………...............................................................................….. ............. 8-1 8.1. Introduction………..........................................................................................................….. ......... 8- 8.2 The generic aeronautical information data process......................................................….. .......... 8- 8.3 Organizations in the supply chain...................................................................................….. ........ 8- 8.4 The generic data process...............................................................................................….. ......... 8- 8.5 Generic process – A high-level view...............................................................................….. ........ 8- 8.6 Aeronautical data processing model.............................................................................….. .......... 8- 8.7 How to connect and enhance quality as data travels along the key steps.................….. ............. 8- 8.8 Measurement of integrity .............................................................................................................. 8- Chapter 9 SMS and QMS .............................................................................................................................. 9-1 9.1 Introduction to SMS………................................................................................................…. ....... 9- 9.2 Relationship between SMS and QMS .......................................................................................... 9- 9.3 Integration principle and method of QMS and SMS ..................................................................... 9- Appendix A Checklist for the Development of a QMS for AIM ................................................................. A-1 Appendix B Template of a Quality Manual to be used by an AIM Organization ...................................... B-1 Appendix C Samples of Quality Manuals (to be developed) ...................................................................... C-1 Appendix D Sample of a Certification/Registration Audit ......................................................................... D-1 Appendix E Samples of Templates and Planning QMS Implementation into AIM .................................. E-1 Appendix F Quality Audit Tool ...................................................................................................................