“overview on quality concepts concepto garant shc.pdf“overview on quality concepts and human...

“OVERVIEW ON QUALITY CONCEPTS “OVERVIEW ON QUALITY CONCEPTS AND HUMAN FACTORS”AND HUMAN FACTORS”

Dr. S.H. Cardoso, Ph.D.Dr. S.H. Cardoso, Ph.D.AGA REGIONAL OFFICER AGA REGIONAL OFFICER –– ICAO/LIMAICAO/LIMA

LimaLima, 15 October 2002, 15 October 2002

SEMINAR ON THE QUALITY ASSURANCE SEMINAR ON THE QUALITY ASSURANCE PROGRAM OF THE AIR TRAFFIC SERVICES PROGRAM OF THE AIR TRAFFIC SERVICES

OF THE CAR/SAM REGIONSOF THE CAR/SAM REGIONS

QQ

OVERVIEW ON QUALITY CONCEPTS OVERVIEW ON QUALITY CONCEPTS AND HUMAN FACTORS AND HUMAN FACTORS

QQ INTRODUCTIONINTRODUCTION

QQ QUALITY CONCEPTS/QUALITY ASSURANCEQUALITY CONCEPTS/QUALITY ASSURANCE

QQ MANAGING HUMAN DEVELOPMENTMANAGING HUMAN DEVELOPMENT

QQ HUMAN ORGANIZATIONSHUMAN ORGANIZATIONS

QQQQ CONCLUSIONSCONCLUSIONS

OVERVIEW ON QUALITY CONCEPTS OVERVIEW ON QUALITY CONCEPTS AND HUMAN FACTORSAND HUMAN FACTORS

QUALITY IS QUALITY IS CULTURAL CHANGECULTURAL CHANGE

IT NEEDS IT NEEDS LEADERSHIPLEADERSHIP

IT NEEDS TIME IT NEEDS TIME (5 TO 10 YEARS)(5 TO 10 YEARS)


QUALITYQUALITY

QUALITYQUALITY

REQUIRES TIME TO PROVOKEREQUIRES TIME TO PROVOKECHANGESCHANGES IF YOU DO NOT HAVE IF YOU DO NOT HAVE AVAILABLE TIME, DO NOT INITIATE AVAILABLE TIME, DO NOT INITIATE

THE PROGRAM THE PROGRAM

NEEDS LEADERSHIP TO PROVOKE NEEDS LEADERSHIP TO PROVOKE CHANGES CHANGES IF YOU ARE NOT IF YOU ARE NOT AVAILABLE FOR THIS, DO NOT AVAILABLE FOR THIS, DO NOT

INITIATE THE PROGRAMINITIATE THE PROGRAM



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22

11

HIGH ADMHIGH ADM

CLIENTSCLIENTSOPERATOPERAT

THREE THREE PARTNERS PARTNERS

FOR QUALITYFOR QUALITY




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22

11

HUMANHUMAN

ENVIRONENVIRONMACHINEMACHINE

SOURCES OF SOURCES OF HUMAN HUMAN

FACTORSFACTORS



“HARDWARE” “HARDWARE” (EQUIPMENTS (EQUIPMENTS MATERIALS)MATERIALS) “HUMANWARE” “HUMANWARE”

(HUMAN (HUMAN ELEMENT)ELEMENT)

“SOFTWARE” “SOFTWARE” (METHODS, (METHODS,

PROCEDURES)PROCEDURES)

THREE ELEMENTS IN MODERN SOCIETYTHREE ELEMENTS IN MODERN SOCIETY


MATERIALS MATERIALS ENERGY ENERGY INFORMATIONINFORMATION

HARDHARDWAREWARE

SOFTSOFTWAREWARE

HUMANHUMANWAREWARE

INPUTINPUT

COSTSCOSTS

OUPUTOUPUT

PRODUCTS PRODUCTS SERVICESSERVICES

CLIENTCLIENT

VALUEVALUE VALUE OR VALUE OR QUALITYQUALITY

HOW HUMAN ORGANIZATIONS WORKHOW HUMAN ORGANIZATIONS WORK




CONCEPT OF PRODUCTIVITY OR EFFICENCYCONCEPT OF PRODUCTIVITY OR EFFICENCY

PRODUCTIVITYPRODUCTIVITY == PRODUCED VALUE/CONSUMED VALUEPRODUCED VALUE/CONSUMED VALUE

PRODUCTIVITYPRODUCTIVITY == OUTPUT/INPUTOUTPUT/INPUT

PRODUCTIVITYPRODUCTIVITY == QUALITY/COSTSQUALITY/COSTS

PRODUCTIVITYPRODUCTIVITY == EARNINGS/COSTSEARNINGS/COSTS



HOW TO IMPROVE HOW TO IMPROVE PRODUCTIVITY PRODUCTIVITY OR EFFICENCY?OR EFFICENCY?

IMPROVINGIMPROVING“HARDWARE”“HARDWARE”

IMPROVINGIMPROVING“SOFTWARE”“SOFTWARE”

IMPROVINGIMPROVING“HUMANWARE”“HUMANWARE”



IMPROVINGIMPROVING“HARDWARE”“HARDWARE”

IMPROVINGIMPROVING“SOFTWARE”“SOFTWARE”

IMPROVINGIMPROVING“HUMANWARE”“HUMANWARE”

INVESTMENTS (ARE THERE INVESTMENTS (ARE THERE AVAILABLE RESOURCES?AVAILABLE RESOURCES?

ONLY WAY, IMPROVING PEOPLE. ONLY WAY, IMPROVING PEOPLE. FURTHEMORE, IT DEPENDS ON FURTHEMORE, IT DEPENDS ON

THE “HUMANWARE” THE “HUMANWARE” DEVELOPMENTDEVELOPMENT

INCORPORATION OF KNOWLEDGE INCORPORATION OF KNOWLEDGE




WHY DO COMPANIES/AGENCIES EXIST?WHY DO COMPANIES/AGENCIES EXIST?

TO ATTEND THE CLIENTSTO ATTEND THE CLIENTS

FURTHERMOREFURTHERMORE

CONTINUOUS SEARCH FOR QUALITY & CLIENT NEEDSCONTINUOUS SEARCH FOR QUALITY & CLIENT NEEDS



NEEDS CHANGENEEDS CHANGE

MUST LOOK FOR BETTER, SAFER & RAPID MUST LOOK FOR BETTER, SAFER & RAPID SERVICES/PRODUCTSSERVICES/PRODUCTS

HOW TO OBTAIN THIS?HOW TO OBTAIN THIS?

QUALITY ADMINISTRATION PROCESSQUALITY ADMINISTRATION PROCESS



QUALITY QUALITY POLITICSPOLITICS

QUALITY QUALITY OBJECTIVESOBJECTIVES

QUALITY QUALITY SYSTEMSYSTEM

QUALITY QUALITY ORGANIZ.ORGANIZ.

QUALITY QUALITY ASSURANCEASSURANCE

QUALITY QUALITY PLANNINGPLANNING

QUALITY QUALITY CONTROLCONTROL

QUALITY QUALITY AUDITINGAUDITING

HIGH ADMHIGH ADM

CHIEF OF SECTORSCHIEF OF SECTORS



QUALITY QUALITY POLITICSPOLITICS

MUST CLEARLY ESTABLISH MUST CLEARLY ESTABLISH COMMITMENT OF HIGH ADMCOMMITMENT OF HIGH ADM

ESTABLISH GOALS ESTABLISH GOALS TO REACH THE TO REACH THE CLIENT NEEDSCLIENT NEEDS

GUARANTEE GUARANTEE USER SAFETYUSER SAFETY

EVERYBODY’S EVERYBODY’S PARTICIPATIONPARTICIPATION

ENTIRE ENTIRE PRODUCT/SERVICE PRODUCT/SERVICE

LIFE CYCLELIFE CYCLE



QUALITY QUALITY OBJECTIVESOBJECTIVES

ESTABLISHED BY THE HIGH ADM ESTABLISHED BY THE HIGH ADM IN ACCORDANCE WITH THE IN ACCORDANCE WITH THE

QUALITY POLITICSQUALITY POLITICS




ALLOWS THE HIGH ADM ALLOWS THE HIGH ADM TO REACH THE QUALITY TO REACH THE QUALITY POLITICS & OBJECTIVESPOLITICS & OBJECTIVES




TO WORK WELL, HIGH ADM TO WORK WELL, HIGH ADM SHOULD DEFINESHOULD DEFINE

AUTHORITYAUTHORITY

RESPONSIBILITYRESPONSIBILITY

CHAIN OF CHAIN OF COMMANDCOMMAND




TO WORK WELL, MANAGERS TO WORK WELL, MANAGERS SHOULD DEFINESHOULD DEFINE

WORKING AREA STANDARDSWORKING AREA STANDARDS

ANNUAL PLAN FOR IMPROVING THE MANGEMENT ANNUAL PLAN FOR IMPROVING THE MANGEMENT (FUTURE VISION)(FUTURE VISION)

OPERATOR EDUCATION & TRAINING TO OPERATOR EDUCATION & TRAINING TO UNDERSTAND THE STANDARDS UNDERSTAND THE STANDARDS



QUALITY QUALITY ASSURANCEASSURANCE ITS OBJECTIVE IS TO CONFIRM IF ALL THE ITS OBJECTIVE IS TO CONFIRM IF ALL THE

QUALITY ACTIVITIES ARE BEING QUALITY ACTIVITIES ARE BEING CONDUCTED AS PLANNEDCONDUCTED AS PLANNED

ADVANCED STAGE OF A COMPANY/ADVANCED STAGE OF A COMPANY//AGENCY THAT HAS PRACTICED /AGENCY THAT HAS PRACTICED

EFFECTIVE QUALITY CONTROL IN EFFECTIVE QUALITY CONTROL IN ALL THE PROJECTS/PROCESSESALL THE PROJECTS/PROCESSES



QUALITY QUALITY ASSURANCEASSURANCE

PHASES/ PHASES/ EVOLUTIONEVOLUTION

INSPECTIONINSPECTION

PROCESS CONTROLPROCESS CONTROL

NEW PRODUCTS/PROCEDURES & CLIENT NEEDSNEW PRODUCTS/PROCEDURES & CLIENT NEEDS

ORIENTED BYORIENTED BY



QUALITY QUALITY PLANNINGPLANNING

GOALSGOALSQUALITY FOR QUALITY FOR EACH PHASEEACH PHASE

NEW TECHNOL., NEW TECHNOL., MATERIALS, MATERIALS,

PROC., EQUIP.PROC., EQUIP.

OPERATOR OPERATOR HABILITYHABILITY

FUTURE FUTURE VISIONVISION



QUALITY QUALITY AUDITINGAUDITING ACTIVITIES IN ACTIVITIES IN

ACCORDANCE WITH ACCORDANCE WITH THE OBJECTIVES OF THE OBJECTIVES OF

THE QUALITY SYSTEM?THE QUALITY SYSTEM?

PRESENT SITUATION PRESENT SITUATION REACHES THE REACHES THE

ADEQUATE LEVEL?ADEQUATE LEVEL?



HUMAN HUMAN DEVELOPMENTDEVELOPMENT

IS BASED ON HUMAN IS BASED ON HUMAN RESOURCESRESOURCES

AUTO LEAR. AUTO LEAR. PROC.PROC.

CONT. FORMAL CONT. FORMAL EDUCATIONEDUCATION

TECH. ASSIST. TECH. ASSIST. (OTHER ORGAN.)(OTHER ORGAN.)

CONTACT W/ CONTACT W/ CONSULT.CONSULT.

HIRE WELL HIRE WELL EDU. PEOPLEEDU. PEOPLE

TRAINING TRAINING IN SERVICEIN SERVICE

HOW TO BRING HOW TO BRING KNOWLEDGE TO THE KNOWLEDGE TO THE

ORGANIZATIONSORGANIZATIONS




COMPETITIVITY CONCEPT IN COMPETITIVITY CONCEPT IN COMPANIES IS THE SAME FOR COMPANIES IS THE SAME FOR

DIFFERENT STATES (ATS) DIFFERENT STATES (ATS)


HIGH QUALITY SERVICES WITH LOW COSTSHIGH QUALITY SERVICES WITH LOW COSTS


THE RESULTS OF THE RESULTS OF YOUR WORKYOUR WORK


MUST MEAN MUCH MUST MEAN MUCH FOR YOUR LIFEFOR YOUR LIFE

QUALITY IS QUALITY IS BASICALLYBASICALLY

EDUCATION & EDUCATION & TRAININGTRAINING


COMPANIES OR COMPANIES OR ORGANIZATIONSORGANIZATIONS


TO SATISFY THE TO SATISFY THE HUMAN NEEDSHUMAN NEEDS

EDUCATIONEDUCATION

TRAININGTRAINING

DOINGDOING



MENTAL MENTAL HEALTH STATEHEALTH STATE

BASIC NEEDS BASIC NEEDS ATTENDEDATTENDED

BASIC NEEDS BASIC NEEDS NOT ATTEN.NOT ATTEN.

ADEQ. FOR MENTAL ADEQ. FOR MENTAL PATHOLOGIESPATHOLOGIES

SATISFACTIONSATISFACTION

NO SATISFACTIONNO SATISFACTION

MORALEMORALE



SATISFACTION SATISFACTION MORE MORE

FREQUENTLYFREQUENTLY

STATE OF STATE OF MENTAL MENTAL HEALTHHEALTH

BASIC NEED BASIC NEED ATTENDEDATTENDED

HIGH HIGH MORALEMORALE



ONE PERSON MAY BE SATISFIED ONE PERSON MAY BE SATISFIED TODAY, BUT NOT TOMORROWTODAY, BUT NOT TOMORROW

MEASUREMENTS SHOULD REFLECT MEASUREMENTS SHOULD REFLECT THE GROUP AVERAGETHE GROUP AVERAGE

FURTHERMOREFURTHERMORE



IN TOTAL QUALITY CONTROL, THE IN TOTAL QUALITY CONTROL, THE CHIEF SHOULD CONTROL THE CHIEF SHOULD CONTROL THE

MORALE OF THE TEAMMORALE OF THE TEAM

VISIT TO VISIT TO DOCTORS DOCTORS

COMPLAINS COMPLAINS SUGGESTIONSSUGGESTIONS

HOW TO HOW TO MEASURE THE MEASURE THE

MORALE LEVEL?MORALE LEVEL?



CHIEF MUST CREATE CHIEF MUST CREATE ENVIRONMENT WHERE ENVIRONMENT WHERE

EVERYBODY WANTS TO BE INEVERYBODY WANTS TO BE IN

IT KEEPS IT KEEPS HIGH HIGH

MORALEMORALE

CHIEF TAKES CARE FOR CHIEF TAKES CARE FOR ACOMPLILSHMENT OF THE ACOMPLILSHMENT OF THE

TEAM BASIC NEEDSTEAM BASIC NEEDS



NOT BY NOT BY CAMPAIGNSCAMPAIGNS

MOTIVATIONMOTIVATION

BASED ON BASED ON CONTINUOUS CONTINUOUS

MORALE MORALE CONSTRUCTIONCONSTRUCTION

CHIEF MANAGE, CHIEF MANAGE, MEASURE & MEASURE & CONTROL CONTROL MORALEMORALE



SELF SELF ACHIVACHIV

SOCIALSSOCIALS

SELF ESTEEMSELF ESTEEM

SAFETYSAFETY

PHYSIOLOGICALPHYSIOLOGICAL

HUMAN HUMAN DEVELOPMENTDEVELOPMENT

SCALE OF BASIC HUMAN NEEDS (MASLOW)SCALE OF BASIC HUMAN NEEDS (MASLOW)



SELF ACHIVSELF ACHIV

SOCIALSSOCIALS

SELF ESTEEMSELF ESTEEM

SAFETYSAFETY

PHYSIOLOGICALPHYSIOLOGICAL

SCALE OF BASIC HUMAN NEEDS (MASLOW)SCALE OF BASIC HUMAN NEEDS (MASLOW)

LIVING, CLOTHING, FOOD, ETCLIVING, CLOTHING, FOOD, ETC

SELF CONFICENCE, INDEPEN., REPUT.SELF CONFICENCE, INDEPEN., REPUT.

FAMILY PROTECT., HOME & JOB STABIL.FAMILY PROTECT., HOME & JOB STABIL.

ACCEPT. FEEL, PART OF GROUP, FRIEND.ACCEPT. FEEL, PART OF GROUP, FRIEND.

OWN POT REAL, SELF DEVEL, CREAT, SELFOWN POT REAL, SELF DEVEL, CREAT, SELF--EXPR.EXPR.

PERFORMANCEPERFORMANCE

HUMAN FACTORHUMAN FACTOR

PERSONPERSON SITUATION/ENVIRONMENTSITUATION/ENVIRONMENT

INTERNAL MOTIVATIONINTERNAL MOTIVATION EXTERNAL MOTIVATIONEXTERNAL MOTIVATION



LACK OF LACK OF ALERTNESSALERTNESS

COMMUNIC. COMMUNIC. PROCESSPROCESS

GOOD GOOD HEALTHHEALTH

CHECKING CHECKING EQUIPMENTSEQUIPMENTS

YOUR MEMORY YOUR MEMORY (NO THRUST)(NO THRUST)

STRESS, STRESS, FATIGUE, ETC FATIGUE, ETC

STANDARD STANDARD PROCEDURESPROCEDURES

CHECKING CHECKING INFORMATIONINFORMATION

QQ MANAGING HUMAN DEVELOPMENTMANAGING HUMAN DEVELOPMENTHUMAN HUMAN

FACTORSFACTORS



HUMAN HUMAN FACTORSFACTORS


EDUCATION & EDUCATION & TRAININGTRAINING

COMMUNICATION COMMUNICATION PROCESS OF PROCESS OF

KNOWLEDGEMENTKNOWLEDGEMENT

COMMUNICATION COMMUNICATION PROCESSPROCESS

CURRICULUMCURRICULUM INSTUCTORINSTUCTOR

ENVIRONMENTENVIRONMENT



APPLICATION APPLICATION OF OF

KNOWLEDGEKNOWLEDGE

SOURCE OF SOURCE OF KNOWLEDGEKNOWLEDGE

SELECTED SELECTED KNOWLEDGE KNOWLEDGE

(CURRICULUM)(CURRICULUM)

ENVIRON. ENVIRON. EDUC./TRAIN.EDUC./TRAIN.

INSTRUCTOR INSTRUCTOR (QUALIFIED)(QUALIFIED)

KNOWLEDGE COMMUNICATION PROCESSKNOWLEDGE COMMUNICATION PROCESS


QQ CONCLUSIONSCONCLUSIONS

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