The Federal Aviation Administration

1
Quality of Service Improvement Program

• The Federal Aviation Administration
• Presented By
• Rick Baker

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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

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Quality of Service Improvement Program (cont.)

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

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ATS Performance Measurement Tools

• Taxi In/Out time
• Airport Acceptance Rate (AAR)
• Meeting AAR?
• Exceeding AAR?
• System Capacity
• Airport
• Sector
• Equipment

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Random Recorded Reviews

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

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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

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Incentives for Error Free Performance

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

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Familiarization Training

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

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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

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Pilot/Controller Forums

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

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Operation Raincheck

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

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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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