Human Factors in Air Traffic
Services - Quality Assurance:
The Pragmatic View?
Presented by
Samuel M. Lampkin
President and Chief Executive Officer
International Federation of Air Traffic Controllers’ Associations
Summary
 Quality
assurance techniques have been a part of an
organisation’s tools to facilitate change and
continued growth. This paper considers the nature
of the Quality Assurance ideas, and the validity of
the application of such techniques within an
Air Traffic Service Provider. Particular
attention is paid to the contribution that
Quality Assurance can make to the safety of
ATM operations, and the attendant problems
with its introduction into operational ATC
units.
International Federation of Air Traffic Controllers’ Associations
Overview of presentation
Introduction
Quality Assurance
- QA or Que?
Quality Assurance in ATM
The Human Factors of QA
Change and Culture
Conclusion
International Federation of Air Traffic Controllers’ Associations
Quality Assurance - QA - Que?
 Control
of Quality - with mankind a very long time
 Industrial Revo. - new methods of production
- changes in industrial economics
- quality issues changed to that of
quality control
 Emphasis
Change - Total Quality Management
 WW II Aftermath - Japanese industry vis-à-vis that
of the “Western World”
International Federation of Air Traffic Controllers’ Associations
Total Quality Management - TQM
 Organisational
Cultures change
 Organisations understands its business
 Not Free
 Costs:
Not in “hard” components - tools
or technology, but in training and
education of those who carry out
the process of production.
 TQM:
Strategy in the toolbox of survival
aids.
International Federation of Air Traffic Controllers’ Associations
Emphasis Change
 Quality:
From Control to Assurance.
Bonafide interest of organisations.
Includes Air Traffic Service Providers.
 ATSPs: Confronted with growing competetive
challenges.
A more intellegent and demanding
customer.
Having to contend with managing the
changes to the production process.
International Federation of Air Traffic Controllers’ Associations
Quality Assurance in ATM
 Quality
is measurable
 Provides tangible proof:
benefits
the progress of change
 Quality Assurance plays its part in ensuring
that the process is safe
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QA in ATM (continued)
 The
basis for QA - is not to focus on
unsual occurences
- but, is to focus on the
ordinary everyday
operations
- derivation of information
on operation of the process
- Insight into existence of
the possibility of more
serious occurrences
International Federation of Air Traffic Controllers’ Associations
QA in ATM (continued)
 Occurrence
of discontinuities
 Local “rites and customs”
 They do exist
 Reluctance to recognise them
 Major stressor - concern for safety
 Inexorable traffic growth despite variations
 Forcasts growth for 2010, 2015 and beyond
 Forcasts of hull losses to grow as well
International Federation of Air Traffic Controllers’ Associations
QA in ATM (continued)
 Boeing
analysis - 1988 to 97, 3% hull losses
- 5 out of 149 experienced - primary cause
of ATC and/or Airports
 New ways needed to address safety issue
 It is - our business, our lifeblood
 “High Reliable Operations”, ATC - a model
 ATCOs don’t just watch or use the
technology - they are the technology
International Federation of Air Traffic Controllers’ Associations
The Human Factors of QA
 Data
alone does not make for a QA programme
 Usage of the data is the heart of success
 QA - must aim to support a culture that seeks
to improve safety - improving the way an
ATSP carries out its task
- must apply to the organisation as a whole
- Personnel learn to do things differently
- provides vital input to Training - potential
for greater successes
International Federation of Air Traffic Controllers’ Associations
Human Factors of QA (continued)
 Challenge
of QA - Free of blame or punitive action
- Requires mutual commitment,
- Demonstrable by all
stakeholders in an ATSP
- Ensure security of Data
- Dialogue - between ATCOs,
Eng. & Mgrs within an ATSP
- Investigators must be trained
- Analysis of data plus storage
International Federation of Air Traffic Controllers’ Associations
Human Factors of QA (continued)
 Critical
to the success of a QA programme
investigation of the data + appropriate
feedback
commitment to the process by ATSP mgrs.
Resources - both financial and manpower
 Introduction
of QA involves more than the
commonly held view of human factors - it is
human factors in the broadest sense of the
discipline across the organisation - not solely in
ATCO’s ready room, but in the Board room too.
International Federation of Air Traffic Controllers’ Associations
Change and Culture
Pathological Bureaucratic Generative






Don’t want to know
Messengers are shot
May not find out
Listen if they arrive
Responsibility is
shirked
Bridging is
discouraged
Failure is punished
or cover up
New ideas are
actively crushed
Responsibility is
compartmentalised
Allowed but neglected
Organisation is just
and merciful
New ideas present
problems
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Actively seeks Info
Messengers are
trained
Responsibility is
shared
Bridging is
rewarded
Inquiry and
redirection
New ideas are
welcomed
Conclusion
QA has a role to play in ATM today
 Principal
benefit:
The contribution to Safety
Spinoffs for other core areas of ATSPs
business
 To
obtain benefits from such techniques,
care and attention must be given:
the How, Why, Where and When of such
changes
 Pre-requsites
for Success:
Trust, Participation and Openness
International Federation of Air Traffic Controllers’ Associations
QA: the ‘Step Change’ in Safety
International Federation of Air Traffic Controllers’ Associations