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Quality of Service Improvement Program

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  • pg 1
									Quality of Service
 Improvement
   Program




         The Federal Aviation
           Administration
               Presented By:

              Rick Baker        1
Quality of Service Improvement Program

• Provides methods to exceed standards in the areas
  of safety and efficiency
• Suggested elements of a Quality of Service
  Improvement Program are:
   – ATS performance measurement tools
   – Random recorded reviews
   – Pilot Readback programs
   – Incentives for error free performance
                                                2
Quality of Service Improvement Program (cont.)

       –   Familiarization training
       –   ATS customer service feedback
       –   Pilot/controller forums
       –   Operation Raincheck
       –   Pilot visits during pilot recurrent training




                                                     3
ATS Performance Measurement Tools
       • Taxi In/Out time
       • Airport Acceptance Rate (AAR)
          – Meeting AAR?
          – Exceeding AAR?
       • System Capacity
          – Airport
          – Sector
          – Equipment
                                         4
    Random Recorded Reviews

• Accomplished without controller awareness
• All errors noted and addressed with controller
  by supervisor
   – Training
   – Performance Observation
• Follow-up by QA department



                                                   5
      Pilot Readback Programs

• Controller recognition for catching incorrect
  clearance readbacks
• Readback training tapes
• Educate pilots of importance of full and correct
  readbacks
   – Use “Say Again” when in doubt
   – Readback full clearance


                                                6
Incentives for Error Free Performance

      • Letters of commendation
      • Time-off awards
         – For individual controllers
         – For teams of controllers
      • Public recognition




                                        7
      Familiarization Training

• Provides controllers with a pilot’s viewpoint
• Educates controllers in aircraft characteristics
   – Performance limitations
   – Navigation features and limitations
• Promotes pilot/controller dialogue




                                                     8
 ATS Customer Service Feedback

• Demonstrates effective of QA program from
  user standpoint
• Highlights problem areas in ATC system
• Identifies facilities that are safe and efficient
• Positive feedback builds controller pride




                                                      9
     Pilot/Controller Forums

• Builds face to face relationships
• Provides opportunity for creative solutions
  to surface
• Promotes understanding of pilot needs and
  controller needs




                                                10
     Operation Raincheck
• Educates non-professional pilots
   – Services available
   – Equipment capabilities
   – Controller responsibilities
• Allows live ATC position monitoring
• Promotes aviation



                                        11
Pilot Visits During Pilot Recurrent Training

 • All professional pilots have annual recurrent
   training
 • Promotes a partnership instead of an adversarial
   relationship
 • Controllers are educated on:
    – Pilot needs
    – Aircraft characteristics


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