Airports Authority of India

Mission :  ''To achieve highest standards of safety and quality in air traffic services and airport management by providing state-of-the-art infrastructure for total customer satisfaction, contributing to economic growth and prosperity of the nation.''                                                                                                                                                                                                                                                                                                                 Vision :  ''To be a world-class organization providing leadership in air traffic services and airport management & making India a major hub in Asia Pacific region by 2016''.
Quality Initiatives In Airports Authority of India

by
Dr. K. Ramalingam, GM (Engg.)
in Quality Week Programme
on
9.2.2000
QUALITY CONCEPTS
  • Quality is fitness for use
  • Quality is conformance to requirements
  • Quality control is comparison of findings to standards
  • A measure of quality performance to requirements
BEST OF PROFESSIONALS
  • Building Professionals
    1. Architects
    2. Consultants
    3. Unskilled Workers
    4. Skilled Workers
    5. Civil Engineers
    6. Electrical Engineers
    7. Electronic Engineers
    8. Mechanical Engineers
QUALITY CONSCIOUSNESS
  • Practical satisfaction of needs and expectations
  • Awareness of one's own thought and actions
  • Performance of professional responsibility
  • Confidence to fulfill quality requirements
  • Sense of trust
  • Quality through Performance
QUALITATIVE TARGETS FOR SERVICE PROVIDERS
  • Analytical ability
  • Leadership
  • Professional skill
  • Innovativeness
  • Coordination skills
  • Safety through Performance
  • Time management
QUALITY IMPROVEMENT - CONTINUOUS
  • Expert Improvement
  • View problems as opportunities
  • Constant review of policies, practices and procedures
  • Drive out the source of fear
  • Assess improvements on data, not intuition
  • Encourage innovation and new ideas
  • Align the reward and recognition with TQM
ASSESSMENT AND AWARENESS
  • Project Management and Control by Professionals
  • Project performance measured
ISO 9000- STANDARDS (5)
  • ISO 9000- Guidelines for use of quality system
  • ISO 9001-QA Model for design, development, production, installation and service
  • ISO 9002 - QA Model, Same as ISO 9001, but not involving design and development
  • ISO 9003 - QA Model for test and inspection
  • ISO 9004 - Guide for application of quality management system
QUALITY IMPROVEMENT SIX STAGES
  • Assessment and Awareness
  • Organize for Quality Improvement
  • Education
  • Establish Stable Processes
  • Total involvement of all Employees
  • Continuous Improvement
1. Assessment and Awareness
  • Need for Quality Improvement
  • Waste- Identify and address to reduce
  • Customer Satisfaction-Survey,Analyze
  • Employees attitude- Locate , Develop
  • Executive Decision to Change
  • Communicating the need to Change
2. Organizing Quality Improvement
  • Establish management organization
  • Executive definition of objectives, policies and values
  • Establish elements of Quality business plan
  • Establish criteria and Bench marks to measure the processes
3. Education
  • Educating and Training all on Quality
  • Competence to analyze work processes
  • Focus to drive out fear of competence
  • Breaking down Barriers
  • - Open up communication
4. Establish Stable Processes
  • Management Analysis of key work processes
  • Process and Supply Requirements
  • Independent Review of all services
  • Implement company wide improvement system
  • Eliminate major problems
5. Total Involvement of All Employees
  • Measurement by all Work Groups
  • Establish formal Recognition System
  • Open Communication to remove Barriers
  • Group-set Goals in Work Groups
6. Continuous Improvement
  • Additional training of managers , key employees in Statistical methods
  • Wide-spread use of Statistical methodology
  • Planned reduction of variation in Processes
  • Continuous Improvement in Processes
  • Whole Organizational Involvement
  • Introduction of sophisticated tools
QUALITY ASSURANCE
  • Quality Assurance is similar to insurance to secure protection from disaster through early warnings of troubles ahead
  • Warnings through
    1. Quality audits by independent agency
    2. Managerial reports
QUALITY PERCEPTION
  • QWAMP - 15%
  • Quality without any management practice
    1. LIP service to just meet individual demands
  • Norm - 75%
  • Normally Occurring Reactive Management
    1. After a tragedy to plug loopholes
  • World Class - 10%
    1. Service by Heart
    2. Inbuilt Business Activity
EVOLUTION OF QUALITY CONCEPT
  • 1900- Quality standards by craftsman
  • 1910- Fitness for use
  • 1930- Conformance to specifications
  • 1940- Quality Assurance
  • 1960- CWQC, Company-wide Quality Control - Japanese Model
  • 1990-TQM-Worldwide - Synomnous to CWQC
OBJECTIVES OF QAC
  • To achieve a state of Continuous Improvements in users Facilities.
  • Focus on Quality Services in Airport.
  • Focus on Preventive Maintenance to achieve a near Fail-free and Accident-free System.
  • To develop Quality Training Programs to Engineers and Field Staff.
  • Focus - Quality at Controlled Cost.
QUALITY AUDIT INSPECTION OF PROJECTS
  • Quality Audit Inspection of Bhopal Project
    1. 3. 6 .91 to 6. 9.91.
  • Quality Audit Inspection of Gwalior Project
    1. 10. 9.91 to 13. 9.91
  • Quality Audit Inspection of CRSD Hanger
    1. 8. 11.91 to 13.11.91
  • Quality Audit Inspection of Coimbatore Project
    1. 29. 6.92 to 30. 6.92.
  • Quality Audit Inspection of Salem project
    1. 13.10.92 to 15.10.92
DOCUMENTATION DEVELOPMENT BY QAC
  • Quality Assurance Manual for operation & maintenance of Ground Lighting Facilities.(GLF)
  • Quality Standards on Civil & Electrical works.
  • Quality Improvement Maintenance Plan Check-list for Electrical & Civil works.
  • Airport Maintenance Evaluation System.
QUALITY AWARD SCHEME
  • Quality Assurance cell developed procedure for 'Airport Maintenance Status Evaluation'
  • Quality award scheme 'Trophy for best maintained Airport" was introduced.
  • After careful maintenance Evaluation , two airports were declared best maintained airport & awarded Trophy.
  • Hyderabad Airport FIRST
  • Jamnagar Airport SECOND
QUALITY FUNCTIONS AND RESPONSIBILITIES
FUNCTIONS
RESPONSIBILITIES
Policy on Quality
Head of Management
Customers Requirement
Operation
Specifications of Service Systems Maintenance Engineer
Inspection Check- list Maintenance Engineer
Defect free Check-points Maintenance Engineer
Calibration of Systems Maintenance Engineer
Quality reports - Quality Audits Operation
Training of personnel on Quality Head of Management
Procedure Evaluation Head of Management
Periodical testing of Services Maintenance Engineer
Feed back of Customers Complaints Operation
Analysis of Customers Complaints Head of Management
Revision of Quality Standards Head of Management
Revision of procedures -Upgrade. Head of Management.
QUALITY AUDIT INSPECTION OF AIRPORT MAINTENANCE SERVICES (18 months, 58 Nos..)
  • Quality Audit inspection to improve Standard & Quality of services in airports.
  • Northern Region -15 Airports
  • Western Region -14 Airports
  • Southern Region -13 Airports
  • Eastern Region - 6 Airports
  • North East Region - 10 Airports
4 DAY TRAINING PROGRAMME - In-house Faculty
  • I Day
    1. Airport Lighting System-An overview.
    2. Runway Taxiway Lighting System
    3. Approach Lighting System
    4. Apron Lighting System.
    5. Practical Demonstration at site.
  • II Day
    1. PAPI-VASI-AVASI Systems
    2. Solar Powered Obstruction Warning Lighting System.
    3. Practical Demonstration at site.
  • III Day
    1. CCRs -Isolating Transformers-Aviation Lighting Cable
    2. Human Relation- Co-ordination with other Disciplines.
    3. Quality Audit Inspection by Group- Participants.
  • IV Day
    1. Maintenance and Standard Procedures
    2. Co-ordination with ATC - ACS-FIRE CREW.
    3. Safety Procedures and Practices.
    4. Discussion & Programme evaluation.
TRAINING OF ENGINEERS Ground Lighting Facilities
  • Northern Region - VARANASI
    1. 27.1.93 - 30.1.93 - 16 ENGINEERS
  • Southern Region - TRICHY
    1. 16.3.93 - 19.3.93 - 17 ENGINEERS
  • North Eastern Region - GUWAHATI
    1. 12.4.93 - 16.4.93 - 19 ENGINEERS
  • Western Region - NAGPUR
    1. 11.5.93 - 14.5.93 - 24 ENGINEERS
QUALITY TODAY IN AAI
  • Quality assurance now part of project monitoring directorate
  • Airports repeat - Audited / Inspected - in April 93 - May 98 = 40 Airports
  • Quality in project execution guided
  • Revival of independent QAC planned
QUALITY ASSURANCE TOMORROW
  • Quality Assurance Certificationin one airport first, then to other airports
  • Create confidence, trust, satisfaction, customer friendly
  • Quality by information on services, equipment and performance
  • Information sharing - sample - on Bangalore Airport Systems and Services
PROBLEM SOLVING PROCESS-CERTIFICATION
  • Select local Quality Circle- Involved ,Interested .
  • Define Problems and plan actions.
  • Diagnose the problem areas and find out root cause.
  • Select test solution plan and implement the agreed solution.
  • Analyze and review the gains
  • Repeat and continue to improve to Excellence.
BANGALORE - AEROBRIDGE
  • Installed in September 1999 - from China
  • 29 M Long ,1.6 M Wide, 4.2 M Above ground
  • Fully airconditioned - inside 25° C
  • Fire protected, fire alarm monitored
  • Follow in two ques-hold child and guide
  • No hurry - no vertake - mind slow walk
  • Operated by certified / trained technician
  • 100 Steps to reach building corridor
BANGALORE - STAIRS ESCALATORS AND LIFTS
  • Baggage collection in ground floor
  • Lift is for use by handicapped
  • PAX. with luggage, move through stairs
  • Do not walk in moving escalator
  • Hold raisl while moving in escalator
  • Lift operator on duty - save to move
  • Emergency switch-off in escalator displayed - red - read instructions to use
  • Loose dress, foot wears, straps - unsafe to move in escalator - guide children
NO WASTE OF WATER USE TOILET - HEALTHY HABITS
  • Tap leaks 30 drops in 1 minute
  • Loss of water in 1 hr. = 180 ml
  • Loss of water in 24 hrs = 4.32 litres
  • Loss in 1 month = 130 litres
  • Loss in a year = 1560 litres
  • Zero tolerance on wastage of water by leaking taps
BANGALORE -BAGGAGE CONVEYORS
  • 5 Arrival baggage conveyors
  • 3 Departure conveyors, 50 M Long
  • Speed 25 M / min, 100 Kg/M Baggage loading
  • Emergency push - button displayed - red
  • Inclined up - conveyor for departure
  • 6 Check-in counters with wighing m/c
  • Wait for 15 min for First baggage, 30 min. for last baggage collection from conveyor
  • Keep away from moving conveyor
BANGALORE-FACILITIES
  • Centrally airconditioned - area, 4 00 Sq. m.
  • Inside temprature - 24° C
  • Illuminated to 200-250 Lux Level
  • Fire alarm, fire fighting functional
  • Flight information displayed
  • PA System and CCTV provided
  • Car rental booth available
  • 1200 KVA Dedicated power supply system
  • 960 KVA Standby power supply
CONCLUSION
  • Quality system is must to meet customer satisfaction
  • AAI initiated quality assurance concepts as back as September 1991
  • TQM - for certification in one, then to other airports on experience
  • QA System through information on services and equipment for safety and to create trust with customer
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