AS9110: Monitoring measurement analysis and evaluation

 

The aerospace industry has one of the best track records when it comes to travel safety statistics. You will often hear that it is safer to fly than to travel by road. This record is the result of a highly evaluated and regulated approach to management systems. AS9110 the aerospace quality management system applicable to maintenance and repair organizations is built upon the foundation of ISO 9001. There are then additional requirements for the aerospace industry. The requirements while not wholly prescriptive are a little more prescriptive than ISO 9001.

Clause 9.1 of AS9110 asks organizations to determine what they want to measure, then determine he methods by which this measurement will be done, the frequency at which it will be done, and finally when will the data be analyzed and evaluated. The risk-based thinking approach has allowed for more freedom with the requirements of documentation within a management system. Organizations have to now determine what to document and whether there is a risk of not documenting it.

As a part of monitoring the system for effectiveness organizations at times struggle with what to monitor and measure since there is not prescriptive guidance being given by the standard. Below are some items for consideration by organizations implementing AS9110. In determining what to monitor and measure organizations must immediately recognize that per the standard the following need to be done:

1.       Conformity of product/service

2.       Performance of external providers

3.       Customer satisfaction

4.       Level to which objective have been met.

In addition to the above AS9110 organizations may also consider:

1.       Service yield and on time delivery

2.       Process waste

3.       Project planning

4.       Service availability

5.       Warranty claims and customer returns

6.       Effectiveness of risk/FMEA program

Each of the above should be assigned to a responsible person to monitor, analyze and evaluate. It should also be clearly defined how the measurement will be done, how often it will be done and then how often will the analysis be done. For example, the measurement may be done daily but the analysis and evaluation monthly.

External providers are being measured for the following performance metrics: on time delivery and product/service conformity. In addition to the above internal audits too should be used as a means for assessing the effectiveness of the system. The frequency of the internal audit program should be determined based on various factors as identified in AS9110 clause 9.2. The monitored and evaluated data is then presented to management at the management review and the outputs of the review lead to continual improvement of the AS9110 management system.