AA-021B: Quality Management Systems in Aviation Maintenance Leadership

This report delves into the Quality Management System (QMS) employed by Aviation Australia, focusing on maintenance team manning and planning procedures, qualification and performance requirements, performance reporting procedures, performance indicators, and professional development, all within the framework of the problem-solving process outlined in AA-021B. It explores the role of QMS in ensuring maintenance policies and procedures, as well as the manager's input on team problems, referencing the company's eight expectations. One specific team problem is further evaluated using the QMS, leading to resolutions and recommendations. The report also details specific maintenance procedures, qualification requirements, performance reporting, and professional development strategies, highlighting the importance of training and adherence to industry standards. It concludes by listing problems within the team related to the manager's expectations.

First Name Last Name
Instructor
Project Management
28 March 2019
Leadership
This paper focuses on the Quality Management system used by Aviation Australia to achieve and
clearly state on the following; -maintenance team manning and planning procedures;
qualification and performance requirements; performance reporting procedures; performance
indicators; and professional development. This will as be outlined in the problem-solving process
steps 1-6 referenced as AA-021B on course study. Role of quality management systems in
manning and planning procedures under the maintenance team, qualifications and performance
requirements as stated in the company engineering policy and procedures manual, performance
indicators, professional development shall be adequately explored.
The manager's input on problems with my team shall be referenced in line with the related eight
expectations of the company. Among these problems, one shall be identified for further
evaluation with the quality management system from which resolutions or recommendations
shall be made. My project team is as shown in figure 1.

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Figure 1. Project team.
Quality Management Systems (QMS)- Maintenance Policies and Procedures.
Quality management systems serve many functions in organizations s such as
quality administration frameworks fill some needs, including; improving procedures;
decreasing waste; bringing down expenses; encouraging and recognizing preparing
openings; drawing in staff; setting association wide direction among other functions.
actualizing a quality administration framework influences each part of an association's act
("A Peek into the Future of Project Management", 2015). Notable advantages of a
recorded Quality Management System include:
i. Meeting the client's prerequisites, which imparts trust in the association,
thusly prompting more clients, more deals, and more recurrent business
ii. Meeting the association's necessities, which guarantees consistency with
guidelines and arrangement of items and administrations in the most
expense and asset productive way, making space for an extension,
development, and benefit
These advantages offer extra preferences, for example, imparting a preparation to
create reliable outcomes, counteracting botches, decreasing costs, guaranteeing that
procedures are characterized and controlled, and persistently improving the association's
contributions (Barraclough, 2016).
ISO 9001:2015 is the most perceived and executed Quality Management System
standard among organizations. ISO 9001:2015 indicates the necessities for a QMS that
associations can use to build up their own projects.
Different norms identified with quality administration frameworks incorporate the
remainder of the ISO 9000 family (counting ISO 9000 and ISO 9004), the ISO 14000
family (ecological administration frameworks), ISO 13485 (quality administration
frameworks for therapeutic gadgets), ISO 19011 (evaluating the board frameworks), and
ISO/TS 16949 (quality administration frameworks for automotive-related items). In this
regard, ISO 19011 is to be significantly applied as a maintenance supervisor in the
aviation industry.
Specific maintenance procedures and manning include the following:

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A Part 145 AMO must incorporate techniques in its piece that guarantee great
support practices and consistency with the Part 145 MOS. The techniques must consider
HF standards and human execution constraints and they should cover all parts of the
arrangement of upkeep administrations. Different necessities for these systems are point
by point in the MOS and include:
 upkeep of reports and structures
 consistency with office prerequisites
 setting out the norms, including process guidelines and worker competency
 models, to which the AMO will work
 guaranteeing representatives don't play out any work in connection to upkeep if their
ability to play out the required errands is altogether impeded
 catching support mistakes for airship upkeep and guaranteeing upkeep is suitably
assigned to representatives.
Section 2 of the work requires an announcement of the ability of the AMO to play
out an upkeep administration for which it is affirmed under Appendix 1 of the Part 145
MOS and the areas at which it can play out those administrations.
Singular upkeep administrations can be led at areas other than those predefined, in
understanding with passage 145.A.75 (b) of the MOS if the airship is unserviceable or
requires unscheduled upkeep.
Qualification and performance requirements.
There are various adequate methods in which this evaluation might be done,
including:
- evaluation of skill and ability of the representative/ employee to take every
necessary step while under reasonable supervision.
- looking for composed affirmation of ability from the Quality Manager of a
past utilizing AMO
- locating duplicates of capability and competency reports (licenses and
authorizations held) trailed by affirmation with issuing associations.
The AMO ought to assign in the work, the individual in charge of issuing and
renouncing authorizations. Adequate beginning and continuation preparing ought to be

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given and recorded to guarantee proceeded with the capability of confirming
representatives. Does the record:
- state how the guaranteeing individual may perform support confirmation and
issues CRS in regard to those assignments, as point by point in their individual
authorization archive
- express that a representative must hold an authorization that permits the
confirmation of assessments and upkeep undertakings as characterized in the articles and
some other related methodology, inside the arrangements of Part 42 and Part 145 of
CASR 1998 and constrained to the organization's endorsed Scope of Work
- detail a technique for the chronicle of who has been issued with authorizations
also, controller stamps
- detail a method for managing the misfortune or isolate of controller stamps
- detail who can get to the records
- detail the system for correcting records
- state to what extent records are to be kept for
- express the occasions that trigger the begin date for maintenance of records
- accommodate the supply of records to affirming staff when leaving the
organization.
Performance reporting procedures and indicators.
Part 145.A.60 of the MOS necessitates that the AMO must report any significant
imperfection of which the AMO winds up mindful in the affirmed structure and inside 2
days of getting to be mindful of the major deformity, as per guideline 42.390 of CASR
1998. The AMO must make the report:
i. for imperfections in a flying machine on which the AMO is doing support; the individual
in charge of proceeding with airworthiness for the airship as per guideline 42.380 of
CASR 1998
ii. for deformities in an aeronautical element on which the AMO is completing support;
CASA, as per guideline 42.385 of CASR 1998.
The event revealing, examination and input framework should likewise be utilized for the
receipt and recognizable proof of security information to be recorded and examined by

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the AMO's wellbeing the executive’s framework under the prerequisites of subparagraph
145.A.65 (d) 5 of the MOS.
The submission of the procedures should include but not limited to:
 report content – relevant subtleties and assessment results (where known)
 abandons announced by subcontractors and renters
 allowed detailing periods and maintenance of information
 reportable deformities examination method and follow-up framework
 announcing timescale.
The AMO ought to incorporate into its piece, systems to recognize and report events and
imperfections relating to any airplane or aeronautical product it keeps up to CASA, the
administrator and producer as per the applicable guidelines (Cooke, Tate, & Cooke, 2011). The
AMO work ought to likewise incorporate methods to manage any occasion that happens out of
typical business hours, where data of a basic sort is to be accounted for likewise to
CASA/administrator/Manufacturer. Additionally, the AMO, subject to contract, may embrace
the revealing structure of the client/administrator. This procedure may lighten the duplication of
reports.
The summary of the reporting procedures to include:
i. AMO methods for warning of events, significant deformities, and un-airworthy
ii. conditions to the suitable beneficiaries (CASA/Operator/Manufacturer)
iii. subject to the AMO arrangements, long periods of business, for instance amid Normal
Working Hours:
iv. any individual that winds up mindful of an event/deformity or un-airworthy condition
will promptly educate the AMO mindful division;
v. where the condition has been surveyed as huge to make a move, the capable division will
illuminate an assigned Responsible Manager, who will impart to the client/CAMO of that
condition quickly inside the quickest conceivable methods. This data is to be given as a
report, giving full subtleties of the condition and incorporate conceivable proposals.
vi. Client/administrator contact subtleties and techniques for report ought to be recorded. For
example, the report is to be transmitted by phone, fax, email and so forth
straightforwardly to the administrator;

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vii. for control and detectability, the dependable office who raises a report, will dispense a
one of a kind reference number and hold a duplicate of the report in a fitting
event/imperfection records document and forward the first to the client/CAMO;
viii. to guarantee that an un-airworthy airship isn't discharged for flight, the AMO will retain
the issue of the CRS.
Professional development.
This incorporates training to create non-specialized abilities, instruments, and procedures to
diminish the HF effects on the probability and result of maintenance error. Precedents might be:
improved handover forms or pre-task instructions strategies, preparing in arrangements for
compelling Inspection, diversion the executives and interference recuperation methods, and
preparing in viable correspondence methods (HEALEY, 2017). Documented training strategies
for the training program ought to include: degree and strategy for recognizing professional gaps,
facilitator/teacher choice criteria, instructional methods, and appraisal and assessment strategies.
There ought to be a system to guarantee that input is formally passed from the mentors to the
quality and wellbeing department(s) to start an activity where fundamental (Cameron, 2011).
An adequate method for evaluation of professional competence may set up that:
 organizers can decipher support necessities into upkeep assignments, what's more, have a
thankfulness that they have no expert to digress from the support information
 people performing support assignments can complete upkeep errands to any standard
indicated in the upkeep information and will tell administrators of botches expecting the
correction to restore required upkeep norms (Giuliani & Kurson, 2010).
 master upkeep representatives can complete authority support errands to the standard
determined in the support information and will both illuminate and
Problems within your team related to the 8 expectations discussed with your manager.
1. The aircraft is to be released from maintenance 10 min before departure.
Possible problems
a. Crew non‐motivated to exceed expectations
b. Nil stock parts or late conveyance times.
c. Inexperienced Leadership.
d. Weather conditions, storms hail and so forth
e. Serviceable prepare to do task securely.

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f. The crew prepared for right neighborhood.
g. Underlying psychological factors inside the group.
h. Manpower prerequisites for towing
i. Team structure.
j. Mutual correspondence to all groups fixing aircraft e.g.: cleaners, refuellers.
k. Insufficient accreditation staff
2. Any unscheduled defects must be reported to the manager before being actioned.
Possible problems
a. Manager accessibility 24hrs per day 7 days seven days to address unscheduled
imperfections.
b. Manager satisfactorily prepared to comprehend specialized issues.
c. Effective correspondence between different managers.
d. The manager has a basic plan e.g.: Cost cutting.
e. Effective and brief activity plan for unscheduled upkeep.
f. Quick and simple reporting process.
3. You are responsible to ensure that the apprentice completes their journal of experience
within 3 years.
Possible problems
a. Team structure
b. Inadequate good examples above them.
c. A range of errands required not accessible for example line support.
d. Insufficient assets.
e. An absence of inspiration/ leadership.
f. Inexperienced initiative and arranging.
g. Inflexibility to change teams for support task required.
4. You are required to attend and complete at least two professional development courses
before your next annual appraisal.
Possible problems
a. Manpower and leave requirements.
b. Ability to put theory into work practice. (cognitive skills)

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c. Course availability and cost.
d. Suitable replacement for your absence.
5. You are responsible for your team’s annual individual appraisal assessments.
Possible problems
a. Crew conflict and competitiveness
b. A backlash from individual assessments.
c. Incapacity or receptivity to change or improvement.
6. You are required to maintain your team’s currency on equal employment opportunity
and workplace health and safety issues.
Possible problems
a. Attitude to currency training.
b. Team morale
c. Cost and time implications
d. Possible cultural differences due to a multicultural crew, and sexual
discrimination due to female member in the crew.
7. You are to provide immediate feedback and recommendations on improvements to the
quality management system.
Possible problems
a. Managers misunderstanding of QMS requirements.
b. Time constraints.
c. Suitable process in place to be able to provide feedback and recommendations.
d. Inability to understand the QMS.
8. No additional funding and resources will be made available to your team unless you
validate the cost.
Possible problems
a. Inadequate procedure for identifying department shortfalls.
b. Manager cost saving.
c. Ability to delegate projects to justify the cost.
d. Insufficient resources to validate new equip or tooling.

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Choose 1 problem and provide resolution or recommendations and evaluation within your
QMS.
Conceptualizing the Problems,
The issue that I have tended to is the group structure. This depends on the data gave in figure 1,
the qualities and shortcoming from every one of the colleagues portrayed and the conceivable
upgrades in the groups yield and cohesion. The goal is to improve the group's execution in
conveying upkeep exercises and to fulfill the 8 key expectations and objectives for this task. I
have utilized the accompanying presumptions and investigation to figure out goals.
The issue creates the impression that group structure may not be the most productive structure to
convey the 8 key expectations and necessities. The accompanying focuses give the
conceptualization of the issue:
Stephanie James and AME 1
Stephanie James and AME 1 seem, by all accounts, to be a decent group. My evaluation of her
persona demonstrates that she may wind up exhausted without any difficulties to confront. Her
identity could likewise make tyrannical circumstance inside the group. AME 1 appears to have a
decent hard-working attitude and great inspiration and shows up likewise to have a decent
heading and comprehension of what is expected of him/her for the required JOE finishing.
Andrew Page and AME 2
Andrew Page has all the earmarks of being a more seasoned male who is by all accounts set in
his ways, additionally by smoking creates the impression that he enables worry to get to him
making him progressively useless. More than likely requires some constructive inspiration
objective setting conceivable contender for self-awareness preparing. AME 2 requires some
earnestness to finish his JOE just as an inspiration for his very own improvement; this might be
because of Andrew's effect on him.
Mohammed Damky and AME 3
Mohammed Damky is depicted as a decent chief. A conceivable issue is his decisiveness has not
been created and this seems clear in AME 3 by showing a poor hard-working attitude, this isn't
altogether a reflection upon AME 3. Mohammed feels that his info and perspectives may not be
acknowledged or recognized by the group. This could likewise be expected subjective elements
not being created. AME 3 most likely additionally requires some encouraging feedback and
bearing to what his objectives are and how to accomplish them.

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Sanji Kumar and Apprentice
Sanji Kumar appears to require some exceptional tutoring and training for his very own
advancement. Seems intellectual aptitudes are significantly missing, with the exchange of
learning and hand abilities from his preparation not being executed. This would represent Sanji's
poor managerial abilities which could add to a declining winding in self‐confidence by observing
no positive yield. At that point reassess Sanji advance then we could push ahead to further
developed errand/influential positions. The disciple just requires some mentality alteration. He is
likely endeavoring to build up himself inside the group.
Defining the Problem
i. Stephanie James seems to wind up exhausted effectively and has a tyrannical identity that
could meddle with others fearlessness in the group.
ii. Andrew Page has a short personality and absence of tolerance, Andrew additionally has a
failure to discuss adequately with others in the group to take care of issues. Andrew
smoking seems, by all accounts, to be an indication of stress alleviation and a diversion
from work and additionally close to home issues happening inside the home. Andrew
activities are not a positive good example for his subordinate of individual colleagues.
iii. Mohammed Damky seems to have low self‐confidence when basic leadership and isn't
extremely positive about voicing his suppositions.
iv. Sanji Kumar has a low self‐confidence issue and powerlessness to discuss decisively with
individual colleagues.
v. Sanji additionally needs to pick up and grow increasingly subjective and mental abilities
to enable him to increase further movement.
Resolutions of the above issue with significantly enhance the group's efficiency and productivity.
Purpose ideas
 Utilizing the ostensible gathering procedure to help with critical thinking any
issues, I would advise the group of what the group objectives are, including the
issues that require some consideration and after that including the group by
conceptualizing the issues as a gathering as to conceivable arrangements
concerning how we can improve these territories.
 We would then incorporate an ace rundown to guarantee that the sum total of
what issues have been recognized and tended to in a sensible way.

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 I would then delegate and tutor the people with the point of organizing and
defining objectives with a course of events for which they feel is practical for our
group to accomplish.
 An appraisal would then be completed for all conclusions and objectives set in the
meeting to generate new ideas, the group would then decide the needs 1 through 5
as required.
 I would then take further insights into the group and how the objectives are
advancing and what influence it is having in their group practices. Amid this
procedure, it would give me further knowledge to the inward functions of the
group, while helping my remaining task at hand through the designation of
errands being shared among the group.
Identify a Solution
 Considering the majority of the above propose thoughts I would survey them
at a multi-month interim to evaluate in the event that they are working
adequately as arranged and if any progressions should be made to help settle
any remarkable issues. The rebuild of the group would be as per the
following;
 The authority from Stephanie would begin the student of the correct way,
giving him a positive good example to take in and create from additionally as
he will figure out how to end up sorted out and emphatic inside his group.
 Andrew Page has lost heading and has turned out to be careless in his job
inside the group. Andrew additionally requires diversion from conceivable
outer elements. Andrew will be collaborated with AME 3 to furnish him with
a transient test of getting AME 3 up to speed.
 While Andrew is directing this transient test, it would give me the chance to
take further perceptions of Andrew to enable me to perceive how Andrew is
adapting to various circumstance.
 These little difficulties will ideally help support Andrew and furthermore give
him some positive inspiration.
 At the point when the AME 2 ends up fruitful in finishing his JOE, this will
ideally help Mohammed's self‐confidence.

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Implement Action and Evaluate results.
 There would be some transient changes I would hope to see straight away for instance all
the good examples begin to plan and actualize their own thoughts and ideas on the best
way to address their new positions of authority.
 There would be multi-month assessment, to survey how every individual is going and the
group in general.
 We would likewise have the capacity to perceive how proficient the group is performing
by assessing the on-time takeoffs of aircraft.
Using PERT, identify the critical path and activities associated with solving the problem
you have chosen.
Activity Event Time
Restructuring of the team A Immediately
More motivation B 2/4 weeks
Enhanced efficiency C 5 weeks
Increase skill and morale D 7/9 weeks
Training on personal
development increased
E 9/10 weeks
Training and more skill
empowerment
F 9/10 weeks
Safe task performances G 9 weeks
Completion of tasks in time H 10 weeks
Evaluation and work
performance review
10 weeks
Total time 10 weeks
Figure 2. Table of Improvement & Review Activities.

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Figure 3. – PERT diagram.
Identify the type of leadership style and professional development course you would
need to implement change within your team relative to the problem identified.
The Leadership style I would consider would be 'Transformational Leadership'. Due to the
reality, this is a recently created group and would require some motivation, course, and
inspiration from above.
I would consider a course in communication and public relations. This will likely make me
more effective and informed on working with a group.
Identify who you would delegate as the team leader in your absence and state your
reason why:
Mohammed Damky would be my first choice. He has excellent management skills, is fair
and a good listener.

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