AS 9110: Setting metrics that matter

 

AS 9110 is an aerospace quality management system standard that lays out the requirements/ framework for using a process-based approach to meeting customer requirements. The standard is used by aerospace maintenance and repair organizations to demonstrate to customers that they meet an internationally accepted standard (or baseline) for quality. The standard asks organizations to define objectives that are measurable at relevant functions, levels and processes. The objectives set play in major role in driving the continual improvement of the processes.

These of course are also supported by the commitment of leadership towards the effectiveness of the system and the provision of the resources needed for the system to succeed. At QMII we have found in our consulting efforts and audits that the objectives are not set at the process level or if they are they may either be weak, disconnected to the vision of the leadership, process team members not aware of the objectives or the process inadequately resources to meet the objectives.

For the users to be aware of the vision of the leadership i.e. for all to be rowing in the same direction, the policy of the leaders must be communicated to the personnel and must be understood by all. AS 9110 gets the system to do this by connecting the objectives to the policy. So, when goals are set, they must be aligned with the policy i.e. enable achievement of the policy. The policy must also provide the framework for the setting of objectives. The objectives are not only to be set at the highest level of the organization but must also be filtered down the line, effectively to every process. Every process plays a role in the business being successful and AS9110 in Clause 5.1.1 asks the leadership to integrate the quality and business processes. Therefore, QMII recommends that an objective be set for each process. This way each process owners knows what the expectation of leadership from them is and how the achievement of their process objective is enabling the meeting of the policy and customer focus.

The process objectives must the challenging to enable continual improvement of the system and once determined the process must allow for adequate controls and resources to enable the team to meet the objective. AS9110 is based on the plan-do-check-act cycle and when vigorously used can enable improvement of the system. However, the objectives must be measurable and communicated to all parties concerned. The objectives must be reviewed and periodic intervals (AS 9110 management reviews) and then updated as needed to ensure they remain relevant to the policy. If resources to meet the objectives are inadequate this must be brought to the attention of the leadership. Further if the objective is not met a corrective action request must be raised to enable the better setting of metrics for the process and the AS9110 system.