Module 2 – Aviation Maintenance Quality Standards

 TOPIC 1 What is a quality management system and how it is structured

A typical quality system in an organisation provides a vision towards achieving its product or service.
QMS creates more efficient practices and procedures, addresses shortfalls in performance, ensure
continuous improvement, which ultimately satisfy customer and stakeholders. Internally, QMS
improves staff morale and productivity (performance), helps identify problems and encourages
innovative thinking.

The ISO 9000 series is the international standards on quality management and are not specific to
any one industry. It is the first step or the base level of a quality system.

2.1.1 Describe typical quality systems as applied in an aviation maintenance context

In aviation maintenance context, QMS ensure that the aircraft or equipment is serviced,
maintained or repaired to a standard that meets the customer’s expectation and airworthiness
requirements.

The aviation industry is quality-heavy that maintaining certification proves to customers, future
partners and stakeholders that a quality system is current, focused, risk based and effective.

 Major aerospace manufacturers and suppliers worldwide, require compliance and/or

registration to AS9100 (ISO 9001:2015**) as a condition of doing business with them.

Additional note:

**ISO 9001:2015 Quality Management Systems – Requirements

This standard consists of 7 quality principles to promote continuous improvement:

Elements of quality

1. Customer focus
2. Leadership
3. Engagement of people
4. Process approach
5. Improvement (internally and externally of an organisation)
6. Evidence-based decision making
7. Relationship management

2.1.11 Identify the different elements which make up a quality.

Elements that constitute a QMS to support compliance, profitability and development of quality
driven culture:
 Regulations Quality analysis
 Procedures, Work Instructions Forms, records, documents and files
 Manuals Product quality, continuous improvement
 Internal processes
 2.1.2 Describe the operational features typical quality systems provide in aviation
maintenance workplace

QMS as applied in Defence aviation provides product safety, on-time delivery and quality service.
At the highest level, DASF (Defence Aviation Safety Framework**) sets out the policy or the overall
management function (responsibilities) by implementing:

 Quality Planning
 Quality control
 Quality assurance
 Quality improvement

Additional note:

**DASF (Defence Aviation Safety Framework) has been developed to align with International Civil
Aviation Organisation (ICAO) and EMAR (European)

DASF underpinning goals that sets out the structure of the Defence Aviation QMS:

1) National Military Airworthiness Authority (NMAA)

a. Defence Aviation Authority (Defence AA)
i. Establish the DASA
ii. Accident and incident investigation capability
iii. Oversee Defence aviation safety performance
iv. Consultations and liaison arrangements with civil aviation organisation and
equivalent authorities.
2) Defence Aviation Safety Council (DASC)
3) Defence Aviation Safety Authority (DASA)
a. Defence Aviation Safety Program (DASP)

Key Objectives of DASP for Defence Aviation:

 Enhancing and promoting a safety culture that assures a high/uniform level

of safety across Defence.
 Promote safety education, training and disseminate (broadcast) safety info
 Establish and certify the initial safety requirements and standards
 Enforce the ongoing certification, to prevent recurrence and improve safety
performance.
4) Director General Defence Aviation Safety Authority (DGDASA)
a. Responsible to support Military Air Operators (MAO)
i. MAO comply with the Defence Aviation Safety Regulation (DASR)
To sum up the operational feature, we only need to focus on 2 regulatory groups under DASR

**DASR (Defence Aviation Safety Regulation) – safety regulations that represents the benchmark
for practice of global aviation regulation.

DASR contains two supplementary regulations:

1) Basic Regulation – Adoption of common safety measures

2) Implementing Regulation – Outcome based (depends on randomness), flexibility in
addressing safety measures

Two regulatory groups DASR is focused on:

1. Initial Airworthiness
DASR 21 – Aircraft Design, Production and Certification

2. Continuing Airworthiness – only need to know DASR 145

DASR 145 – Requirements for Maintenance Organisation (MO’s)
Under DASR, as a tradesperson, we use the following, it is not regulatory, but it ensures
efficiency and consistency in Defence aviation:

AAP 7001.059 – Transition

Aviation Maintenance Management Manual (059 – Transition, same thing)

**AAP 8000.011 Defence Aviation Safety Regulations (DASR) has all regulations contained in one
regulation set.

2.1.3 Describe performance monitoring measures that relate to product and service
standards.

To improve customer satisfaction, we must monitor and measure performance using indicators.
Performance measurement indicators (metrics) are tools used for determining how and to what
degree an organisation is meeting guidelines, policies, objectives, requirements and targets.

 Cost – returns on investment, costs in carrying out checking errors

 Time – Delivery time from start to end
 Productivity - Downtime of a machine, efficiency of resources in operation
 Quality – Results on flawless manufactured product compared to defective ones.

Two type of indicators in the aviation industry on a product and the delivery of service

Quality Assurance – Process oriented (Proactive), which focuses on defect prevention

 Maintenance activity using a prescribed maintenance manual

Quality Control – Aims to identify and correct defects (Reactive) at the end of a maintenance task.

 Maintenance activity having inspection at various times

Performance Monitoring Measure (an Indicator)

Performance-balanced culture in the ADF must have productivity and performance aspects, while
also achieving compliance and conformance elements – as written in Unit Maintenance Expositions
(MOE’s) and Standing Instructions (SI’s)

To establish a performance balanced culture the following elements are essential:

a. Leadership commitment
b. Unified organisational environment
c. Alignment of maintenance outcomes
d. Development of effect-based metrics
e. Development of information and reporting systems

A successful performance culture is supported by a strong relationship between MO’s QMS and the
elements above.

2.1.4 Explain how quality systems and work health and safety (WHS) requirements form a
correlation.

Under the WHS Act 2011, maintaining a safe system of work and providing a safe premise is a
requirement. It states that the employer, all supervisors and managers, have a responsibility to
provide effective training, clear instructions and develop staff competency. These are integral to
the quality outcome of SMS.

DASR SMS.A.25 – Aviation Safety Management Systems (A regulatory group under DASR)

This is managed under the MO and it contains 4 components and 12 SMS elements:

1. Safety Policy and Objectives

o Demonstrates key responsibilities of personnel
o Emergency plans and management commitment
2. Safety Risk Management
o Hazard identification
o Risk assessment and mitigation
3. Safety Oversight and Improvement
o Continuous improvement and management of change
4. Safety Promotion
o Education and communication
 2.1.5 Explain how a quality system and aircraft hardware, materials and components
identification systems are associated.

Components/Parts identified as having defined maintenance requirements, are called

Maintenance Managed Items (MMI’s). MMI’s are found in the relevant aircraft technical
maintenance plan (TMP).

All personnel employed on the maintenance of aircraft and components are responsible for,
ensuring all serviceability criteria for components are met (authorised components/parts) in
accordance with the relevant instructions before fitment (Authority to fit).

Unapproved or counterfeit components/parts will compromise airworthiness. Components must

be capable of withstanding loads and stresses, which are specified under performance and design
criteria (quality specifications and standard).

How do we identify if components and parts are of approved standard?

Components/parts of a given standard must have the following parameters:

 Markings
 Part Number
 Size
 Shape

The CAMO (Continuing Airworthiness Maintenance Organisation) or MO is responsible (with support

of DASR Part 21 Engineering) for specification of relevant authorised data of components/parts to
be used by maintenance personnel for fitment.

We must refer to the authorised OEM maintenance data for the description and Manufacturers
Reference Number (MRN) or parts number. They then access the authorised Authority to Fit system
to determine the authorised NATO Stock Number (NSN) when demanding components or parts.
Topic 2 Quality Documentation, Standards and Specifications in Defence Aviation

2.2.1 List the key components of aviation maintenance quality documentation

Key components of a quality documentation in the aviation maintenance environment, generally

consists of the following elements:

 Industry-specific quality manuals

 Workplace regulations and procedures manuals
 ISO 9000 compliant documentation and specifications
 Product and process specifications
 Work instructions and worksheets

Quality management documentation can be represented by a hierarchy:

1. Manual
2. Policy
3. Procedures
4. Work instructions
5. Records

In general, the documentation for QMS ensures accountability and traceability of the organisational
processes. It is important for all employees within the organisation to be knowledgeable on QMS
documentation. So that the service they provide are repeatable and are consistent.

2.2.2 List the elements of aviation maintenance standards and specifications set out in
industry-specific quality manuals.

Industry-specific quality manuals (QM) is unique to an organisation and will vary depend on the
SIZE (small organisation may only have one manual), complexity of operations, and the competency
of personnel within it.

The Quality Manual (QM) components can include:

 Quality policy and objectives (optional)

 QMS scope
 Excludes from the standard
 References to relevant documents
 Business process model

Think of the QM as a business report. Refer to page 7 Topic 2 QMS

What is the difference between Standards and Specification?

1. Technical standards are formal documents that establishes uniform engineering/technical

criteria, methods, processes and practices.
2. Specifications provide a more complete description and include the basis for establishing
conformance (test/evaluation) and validation for the acceptance of material.
 2.2.3 List the key components of aviation maintenance quality workplace regulations and
procedures manuals.

Workplace regulations and procedures manuals are an integral part of the suite of quality system
documentation. For Defence aviation, workplace regulations are stated under DASR.

Components
 Initial Airworthiness
o DASR 21
 Continuing Airworthiness
o DASR M (Management)
o DASR 145
o DASR 147

The policy documents that provides the general guidance (procedures) on product and service
standards is the AAP 7001.059-Transition.

The 059 Transition is only compulsory to the extent it is referenced as a means of compliance,
within the organisation’s compliance document. The manual is not regulatory in nature but is
necessary to promote efficiency and consistency within the Defence aviation continuing
airworthiness activity.

2.2.4 Describe how ADF/DASR documentation and specifications comply with ISO 9000

ISO 9000 ensures compliant documents and specifications to be traceable and accountable for all
aircraft maintenance and aviation activities. Complies to ISO 9000 as forming the aircraft
continuing airworthiness record system.

The recording system is part of the quality documentation. The MO’s are required to detail an
approved paper-based continuing airworthiness record system. It is required that the forms of
documentation that provide conformance to specifications must be of a certain formatting (quality
element in filing in worksheets).

Some fields/features when recording specific documentation includes (refer to pg. 12, topic 2):

 Fields for recording defects

 Fields for recording component (MMI) removal/installation
 Field for recording/endorsement/certification corrective action
 Field for error capture inspection
 Aircraft type specific fields

2.2.5 State how product and process specifications relate to aviation maintenance quality

Product specifications – are set during aircraft design, production and certification stages of an
aircraft’s development. This is set by a customer, to ensure that the product supplied from the
manufacturer performs the intended operating requirements.

Process specifications – sets clear direction on what maintenance process/certification. DASR Part
145 MO provides this guidance.

Specific functions are important in the defence aviation environment. This comes under the
process specification which is included in the 059 Transition. Below are some aspects of how
process specifications relate to aviation maintenance quality. Refer to pg. 18, topic 2
  Maintenance Process and Certification
o Conduct of maintenance
o Supervision and certification of maintenance
o Error capture
 Conduct of maintenance
 Supervision and Certification of maintenance
 Error Capture Inspections
2.2.6 Explain how quality standards are applied in work instructions and worksheets

Approved maintenance documentation (AMD) are work instructions and worksheets which is a part
of the quality system. AMD are all the orders, instructions and publications utilised by technical
personnel when conducting maintenance.

To support the quality standards the advisory, informative, procedural, directive and mandating
documents are required when operating in an aviation system. They may include:

 Defence Instructions (DI)

 SI
 Special Technical Instructions (STI)
 Service Bulletins (SB)
 Specifications, worksheets

A work instruction is the most detained description of a task, it provides a step by step how to do a
specific task. The work instruction is the quality document and we must follow it, essentially.

2.2.7 Identify quality standard processes and workplace regulations

Regarding workplace regulations and quality standard processes, not following the correct
instructions would place you in negative light. Making entries in the record system incorrectly,
negligently and/or in the knowledge that it is false, is an offence under both military and civil law.

As a quality standard, it is your responsibility to sign for maintenance personally conducted.

Understand not to proceed past any point where an EC inspection is required.

2.2.8 Identify workplace ISO 9000 compliant quality standards documentation and
specifications

“ISO 9000 compliant quality standards documentation and specifications” ensures traceability
and accountability of aircraft maintenance and other aircraft prep tasks.

These are worksheets/cards used for recording maintenance and come in different forms. Their
design can vary depending on the end user requirements.

A form of quality documentation is the use of servicing schedule work cards to detail tasks
required to be conducted, including:

 Scheduled Servicing
 Overhaul (OH)
 Bay service (BS)
 Modification (MOD)
Topic 3 Quality Requirements and Procedures in Defence Aviation

2.3.1 Describe regulatory and organisation specific quality requirements and procedures

The general regulatory and organisation specific quality requirements and procedures are set out
under ISO 9000, which is the baseline of any organisation. For aviation specifics, the QMS is set out
under DASF (top level - Framework) which provides guidelines (DASR) on quality manual, policy,
procedures, work instructions and records.

Refer to Topic 1, hierarchy of QMS and quality elements.

2.3.2 Describe the quality procedures for identifying and reporting workplace hazards

The regulatory requirements for identifying and reporting workplace hazards are met by the MO
and it is stated under DASR SMS Aviation Safety Management System. Safety Risk Management is
conducted following two elements:

1. Hazard Identification
2. Safety Risk Assessment and Mitigation

In summary, as quality procedures, the organisation is required to identify ‘reasonably foreseeable

hazards’ that could give rise to risks. Hazard identification is ongoing, reviewed/documented
regularly, has a reporting system and conducts safety investigations if there are incidents.
Providing feedback on outcome is part of the procedure.

**Sentinel reporting system, for assistance in reporting contact Defence Flight Safety Bureau (DFSB)

2.3.3 Explain the process used for detecting defects in a quality system

To gauge the success and to identify areas for improvement (detecting defects) in a QMS,
compliance audits are conducted. The process for Compliance Audits, as stated in DASR 145, is to
have independent audits and by having quality feedback system in place.

2.3.4 Describe how quality procedures are applied when reporting maintenance related
incidents and errors.

Reporting maintenance related incidents and errors must be timely and accurately to ensure
continuing airworthiness aircraft. These are essential on the overall monitoring function of an MO.

DASR categorises incidents and errors as occurrences.

Occurrence reporting is required when any failure, malfunction, defect or other occurrence which
has resulted in or may result in an unsafe condition. The aim of occurrence reporting is to identify
the factors that contribute to incidents and to make the system resistant to similar errors.

Internal reporting process should be closed-loop, ensuring that actions are taken internally to
address safety hazards.
The objectives of the occurrence reporting, collecting, investigation and analysis systems is to:

 Use the reported information to contribute to prevention

 The improvement of aviation safety
 Not to attribute blame, take other enforcement actions.
 Finally, provide feedback to individuals

There are four type of occurrence report:

1. Defect
2. Deficiency
3. Aircraft damage
4. Condition

Form AE 061 – Report on Aircraft Components and Parts

Form 44 – Technical Occurrence Report

2.3.5 Describe the quality procedures for reducing maintenance related errors from
simultaneous maintenance.

Simultaneous maintenance is simply “multi-tasking”. Whilst multi-tasking can create efficiencies in

the activity being conducted, it can also induce human error.

Approaches to human error management is to acknowledge that errors will occur from time to
time and to design procedures and systems which can tolerate such errors. Avoiding doing same
tasks on similar systems simultaneously which may cause lapses in concentration.

Performance-balanced culture is established by MO to reduce the errors related to simultaneous

maintenance. This is delivered through the implementation of production planning and control
principles (PP& C).

PP & C focuses on executing the short to medium term operational requirements of the aircraft fleet
while considering the long-term plans and schedules. One component of PP & C is the Integrated
Activity Planning (IAP).

IAP is the act of assessing, planning and scheduling of maintenance activities, considering
operations, maintenance, supply and engineering requirements. The IAP focuses on minimising
adverse effects on maintenance activities by:

 Concurrent/coincident tasking – reduce multiple tasks being conducted at the same time.
 2.3.6 Explain how quality procedures are used for deriving and developing quality
inspection programs.

The reliability of materiel is its capability to remain in operation without failure. The inherent
reliability of material is primarily determined by its design, in-service reliability is determined by the
way in which the materiel is designed, manufactured, operated and maintained.

To provide MO’s guidance on quality inspections and scheduled maintenance requirements for each
aircraft type, Aircraft Maintenance Programme (AMP’s) are developed.

The derivation and development of quality inspection programs are important inclusion to the
development of the IAP function within an MO.

Quality inspection programs such as Routine Inspections are necessary to preserve the airworthiness
of aircraft. It is a set of scheduled preventative maintenance tasks and preserves an aircraft inherent
level of safety and reliability. The inspection programs, as stated in the 059 Transition, are critical
for:

1. Maintenance forecasting, to develop an effective flying program (fleet utilisation)

2. Can predict aircraft availability – schedules for maintenance program developed

2.3.7 State where quality procedures are applied in order to identify inspection process
improvements. Pg. 25

Production, Planning and Control (PP&C) Principles,

Integrated Planning Cell (IPC)
Maintenance Procedure Modification

2.3.8 Analyse and apply quality related information specification and modification
documents.

DASR 21 – Aircraft design, Production and Certification

Continuing Airworthiness regulations 4 sections:

DASR M – Continuing airworthiness management (CAM)

DASR 145 – Requirements for maintenance organisations (MO’s)

DASR 66 – Military aircraft maintenance licensing (MAML)

DASR 147 – Aircraft maintenance Training Organizations (MTO)