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International Civil Aviation OrganizationATS Quality Assurance Seminarfor the NAM/CAR/SAM RegionsMexico City 16 - 20 October 2000 Quality @ Airports Michiel Vreedenburgh Regional Officer Aerodromes Ground Aids North American, Central American and Caribbean Regional Office - Mexico Initial Thought Airports and Aircraft Operations are the elements of air navigation which have the most direct contact with the public. The actual and perceived quality is therefore the most critical in relation to safety, security, efficiency and service. Introduction ICAO defines international regulations, identifies deficiencies in adoption, but can not enforce compliance with SARPs Several States are ensuring compliance through legislation, regulation and verification but enforcement is sometimes lacking Quality Management Systems new to Airports Increasing trend in Airport Certification primarily in the areas of efficiency and service for commercial objectives Quality systems should also include safety and security to combine ICAO, State, Airport and User interests Quality Definitions (ISO) Quality – the totality of features and characteristics of a product or service that bear on its ability to satisfy a given need. Quality Policy – the overall quality intentions and direction of an organisation as regards quality, as formally expressed by top management. Quality Management – that aspect of the overall management function that determines and implements the quality policy. Quality Definitions (ISO) Quality System – the organisational structure, responsibilities, procedures, processes and resources for implementing quality management. Total Quality Management – a management approach of an organisation centred on quality, based on the participation of all its members and aimed at long term success through customer satisfaction and benefits to the members of the organisation and society. Quality Assurance – the activities an organisation carries out to pro