Quality Assurance Manual QAM Issue3-Rev.0-Eff - Date 12 JUN 2019TR-11 Oct 19

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Quality Assurance Manual
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(QAM)
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Publication of
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Nok Airlines Public Company Limited

17 Fl. Rajanakarn Building,
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3 South Sathorn Road, Yannawa, Sathorn

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Bangkok Thailand 10120

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ALL RIGHTS RESERVED.

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This Manual belongs to Nok Airlines Public Company Limited.

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Any unauthorized reprint or use of this material is prohibited.

No part of this book may be reproduced or transmitted in any form or by any means,
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electronic or mechanical, including photocopying, recording, or by any information storage

and retrieval system without express written permission from Nok Airlines Public Company
Limited.
ISSUE : 3 REVISION : 0 , 12 JUN 2019

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Preface
Table of Contents
PREFACE
TABLE OF CONTENTS
PREFACE ......................................................................... Preface 1

TABLE OF CONTENTS ...................................................................... Preface 1
LIST OF EFFECTIVE PAGES ............................................................ Preface 7
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RECORD OF REVISION / AMENDMENTS ...................................... Preface 11
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(a) Minor Change ............................................................................... Preface 11
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(b) Major Change ............................................................................... Preface 11
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REVISION TRANSMITTAL ............................................................... Preface 13
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General ..................................................................................................... Preface 13
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Filing Instructions ........................................................................................ Preface 13
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Revision Highlights ...................................................................................... Preface 14
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CONTROLLED DISTRIBUTION LIST .............................................. Preface 21
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ABBREVIATION ............................................................................... Preface 22

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ADMINISTRATION AND CONTROL................................................ Preface 24

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Management of Manual............................................................................... Preface 24

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Manual Purpose and Objective ................................................................... Preface 24

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Applicability and Conditions of Use ............................................................. Preface 25

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Control of Manual ........................................................................................ Preface 26

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Review, Revision and Approval Process ..................................................... Preface 27

Dissemination and Transmission ................................................................ Preface 28
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Change Request ......................................................................................... Preface 28

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0 POLICY ............................................................................ 0-1

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0.1 NOK QUALITY, SAFETY AND SECURITY POLICY ......................0-1
0.2 NON-PUNITIVE SAFETY REPORTING POLICY ............................0-2
0.3 POLICY ON THE TRANSPORT OF DANGEROUS GOODS .........0-3
1 ORGANIZATION, DUTY AND RESPONSIBILITY ........... 1-1

1.1 CORPORATE ORGANIZATION ......................................................1-1
Issue 3, Revision 0, 12 JUN 2019 Nok Airlines Public Company Limited Preface 1
Preface
Table of Contents
1.1.1 NOK Organization Chart .......................................................................... 1-1

1.1.2 Accountable Manager / Chief Executive Officer (CEO) ............................ 1-2
1.1.3 Personnel Management ........................................................................... 1-3
1.1.4 Department Heads ................................................................................... 1-5
1.1.5 Delegation of Duty .................................................................................... 1-7
1.2 DEPARTMENT ORGANIZATION ....................................................1-8

1.2.1 Corporate Quality, Safety, Security, Environment and Support Department
(PV) Organization Chart ........................................................................... 1-8
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1.2.2 Department Personnel Management ....................................................... 1-9
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1.2.3 Corporate Quality Management (VA) Organization ................................ 1-11
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1.3 TRAINING PROGRAM ..................................................................1-23
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1.4 COMMUNICATION ........................................................................1-24
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1.5 POWERS OF THE AUTHORITY ...................................................1-25
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CAAT Authorized Officers ...................................................................... 1-25
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2 OPERATIONAL PLANNING ............................................ 2-1
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2.1 OBJECTIVES ...................................................................................2-1

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2.2 REGULATORY AND EXTERNAL REQUIREMENTS .....................2-2

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3 QUALITY MANAGEMENT SYSTEM (QMS).................... 3-1

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3.1 QUALITY PHILOSOPHY .................................................................3-1

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3.2 QUALITY CONCEPT AND IMPLEMENTATION .............................3-2

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3.2.1 Objectives ................................................................................................ 3-2

3.2.2 Scope ....................................................................................................... 3-2
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3.2.3 Responsibility ........................................................................................... 3-2

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3.2.4 General requirements of QMS ................................................................. 3-2

3.2.5 Documentation requirements ................................................................... 3-3
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3.2.6 Control of documents ............................................................................... 3-4

3.2.7 Control of records ..................................................................................... 3-4
3.2.8 Management responsibility ....................................................................... 3-4
3.2.9 Planning ................................................................................................... 3-5
3.2.10 Responsibility, authority and communication. .......................................... 3-5
3.2.11 Management review ................................................................................. 3-6
3.2.12 Resource management ............................................................................ 3-7
Preface
Table of Contents
3.2.13 Product / Service realization ..................................................................... 3-8

3.2.14 Customer – related processes ................................................................. 3-8
3.2.15 Measurement, analysis and improvement .............................................. 3-11
3.2.16 Promotion ............................................................................................... 3-14
3.3 QUALITY ASSURANCE ................................................................3-15

3.3.1 Objective ................................................................................................ 3-15
3.3.2 Scope ..................................................................................................... 3-15
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3.3.3 Responsibility ......................................................................................... 3-15
3.3.4 Guideline ................................................................................................ 3-16
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3.3.5 Promotion ............................................................................................... 3-17
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3.4 MONITORING, MEASUREMENT ..................................................3-18
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3.4.1 Objective ................................................................................................ 3-18
3.4.2 Scope ..................................................................................................... 3-18
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3.4.3 Responsibility ......................................................................................... 3-18
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3.4.4 Guideline ................................................................................................ 3-18
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3.5 INTERNAL AUDIT .........................................................................3-20
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3.5.1 Objective ................................................................................................ 3-20

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3.5.2 Scope ..................................................................................................... 3-20

3.5.3 Responsibility ......................................................................................... 3-20
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3.5.4 Guideline ................................................................................................ 3-21

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3.5.5 Auditor Qualification and Competency Program .................................... 3-26

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3.6 AUDIT PLANNING .........................................................................3-29

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3.6.1 Objective ................................................................................................ 3-29

3.6.2 Scope ..................................................................................................... 3-29
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3.6.3 Responsibility ......................................................................................... 3-29

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3.6.4 Guideline ................................................................................................ 3-29

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3.7 CORRECTIVE ACTION REQUEST (CAR) ...................................3-34

3.7.1 Objective ................................................................................................ 3-34
3.7.2 Scope ..................................................................................................... 3-34
3.7.3 Responsibility ......................................................................................... 3-34
3.7.4 Guidline .................................................................................................. 3-34
3.7.5 Corrective/ Preventive Action Procedure................................................ 3-38
3.7.6 Storage................................................................................................... 3-38
Preface
Table of Contents
3.8 THE SELECTION AND USE OF OUTSOURCING AND SERVICE

PROVIDER .....................................................................................3-39
3.8.1 Objective ................................................................................................ 3-39
3.8.2 Scope ..................................................................................................... 3-39
3.8.3 Responsibility ......................................................................................... 3-39
3.8.4 Guideline ................................................................................................ 3-39
3.9 COOPERATION WITH AVIATION AUTHORITIES .......................3-42

3.9.1 Objective ................................................................................................ 3-42
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3.9.2 Scope ..................................................................................................... 3-42
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3.9.3 Responsibility ......................................................................................... 3-42
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3.9.4 Guideline ................................................................................................ 3-43
3.10 DOCUMENTS MANAGEMENT SYSTEM .....................................3-45
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3.10.1 General .................................................................................................. 3-45
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3.10.2 Electronic/Soft Copy Manual .................................................................. 3-47
3.10.3
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Control of Manuals and Revisions .......................................................... 3-47
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3.10.4 Manuals Controlled Distribution Serial Number Format ......................... 3-48
3.10.5 Process Description of Distribution Process ........................................... 3-49
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3.10.6 Frequency of Review.............................................................................. 3-50

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3.10.7 Document of External Source ................................................................ 3-50

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3.10.8 Company Manual Amendment Process Chart ....................................... 3-52

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3.11 RECORDS MANAGEMENT ..........................................................3-53

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3.11.1 General .................................................................................................. 3-53

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3.11.2 Records .................................................................................................. 3-53

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3.11.3 Identification Records ............................................................................. 3-54

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3.11.4 Storage and Retention period ................................................................ 3-54

3.11.5 Tracking system ..................................................................................... 3-57
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3.11.6 Security .................................................................................................. 3-58

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3.11.7 Responsibilities ...................................................................................... 3-58

3.11.8 Archieve Process ................................................................................... 3-59
3.12 PRODUCT QUALITY CONTROL ..................................................3-61

3.12.1 Objective ................................................................................................ 3-61
3.12.2 Scope ..................................................................................................... 3-61
3.12.3 Responsibility ......................................................................................... 3-61
3.12.4 Guideline ................................................................................................ 3-62
Preface
Table of Contents
3.13 QUALITY SYSTEM TRAINING .....................................................3-63

3.13.1 Objective ................................................................................................ 3-63
3.13.2 Scope ..................................................................................................... 3-63
3.13.3 Responsibility ......................................................................................... 3-63
3.13.4 Guideline ................................................................................................ 3-63
3.14 QUALITY AUDIT REPORT (QAR) FORM RECORDING

PROCEDURE ................................................................................3-64
3.14.1 Objective ................................................................................................ 3-64
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3.14.2 Scope ..................................................................................................... 3-64
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3.14.3 Responsibility ......................................................................................... 3-64
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3.14.4 Guideline ................................................................................................ 3-64
3.14.5 External Audit ......................................................................................... 3-65
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3.15 EXTERNAL AUDIT-QUALITY AUDIT PROCEDURE ...................3-66
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3.15.1 Objective ................................................................................................ 3-66
3.15.2
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Scope ..................................................................................................... 3-66
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3.15.3 Responsibility ......................................................................................... 3-66
3.15.4 Guideline ................................................................................................ 3-66
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4 QUALITY FORUM ............................................................ 4-1

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4.1 QUALITY REVIEW BOARD (QRB) .................................................4-1

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4.1.1 Mission ..................................................................................................... 4-1

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4.1.2 QRB Membership ..................................................................................... 4-1

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4.1.3 Responsibility ........................................................................................... 4-2

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4.1.4 Authority ................................................................................................... 4-3

4.1.5 QRB Agenda ............................................................................................ 4-3
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4.1.6 Review of the NOK Quality Review Board ............................................... 4-3

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4.2 QUALITY ACTION GROUP (QAG) .................................................4-4

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4.2.1 QAG Membership..................................................................................... 4-4

4.2.2 Meeting Agenda ....................................................................................... 4-5
4.2.3 Meetings................................................................................................... 4-5
5 INTEGRATED QUALITY AND SAFETY MANAGEMENT

SYSTEM (IQSMS) ............................................................ 5-1
5.1 IQSMS ..............................................................................................5-1
Preface
Table of Contents
5.2 QUALITY MANAGEMENT MODULE ..............................................5-2

5.2.1 Objective .................................................................................................. 5-2
5.2.2 Scope ....................................................................................................... 5-2
5.2.3 Responsibility ........................................................................................... 5-2
5.2.4 Guideline .................................................................................................. 5-2
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Preface
List of Temporary Revision
LIST OF EFFECTIVE PAGES (TR)
Issue/
Page Date Applicability
Revision
Preface 7 3/0 TR-11 Oct 19 List of Effective Pages (TR)
0-1 3/0 TR-11 Oct 19 Policy
1-4 3/0 TR-11 Oct 19 Organization, Duty and Responsibility
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Issue 3 Revision 0 , 12 JUN 2019 Nok Airlines Public Company Limited Preface 7-TR-11 OCT 19
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Preface
Record of Revision / Amendment
RECORD OF REVISION / AMENDMENTS
(a) Minor Change

(i) Few chapters are affected requiring revisión change.
(ii) The changes are made by way of revising the manual to a higher revision
order.
(b) Major Change
(i) An extensive revision requiring a complete reissuance when involving change
of organization, responsibility, guidelines, policy or procedures including
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significant format change.
(ii) The next higher issue order will be allocated while the revision number will be
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reset to zero.
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This manual shall be reviewed and updated once a year or as necessary.
Issue/Revision Date of
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Effective Date Revised By
Number Incorporation
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Issue 1 Rev.0 21 JUN 2017 21 JUN 2017 QSSES
Issue 2 Rev.0 04 JAN 2018

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04 JAN 2018 QSSES
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Issue 3 Rev.0 12 JUN 2019 12 JUN 2019 QSSES
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Preface
Record of Revision / Amendment
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Preface
Revision Transmittal
REVISION TRANSMITTAL
To: All Controlled Copy Holders.
Subject: Quality Assurance Manual (QAM)
This revision reflects the most current information available to Nok Air Airlines
Company Limited.
General information below explains the use of revision bars to identify new or revised
information. Highlights in the Revision Highlights section explain the revision bar
changes in this revision.
General
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This Quality Assurance Manual (QAM) has been revised/updated and has been
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accepted on 12 JUN 2019.
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The valid pages of QAM are listed in the List of Effective Pages distributed with every
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revision.
A revision bar (vertical black line - approx. 2pts) is required on the left hand side of the
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page identifying the revised amendments.
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Filing Instructions
Consult the List of Effective Pages. de
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Be careful when inserting changes not to throw away pages from the manual that are
not replaced. Using the List of Effective Pages can help determine the correct content
of the manual.
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Preface
Revision Highlights
Chapter Changed Change Comments
Preface Removed: Page Preface 3 to Preface 28

Replaced by: Page Preface 1 to Preface 28
Removed: Manual List Page Preface 30
Removed: Page Preface 29-30
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Table of Contents;
- New paragraph arrangement
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- New Chapter (Chapter 4 & 5)
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List of Effective Page;
- New page number & paragraph arrangement
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- Added new chapter
Record of Revision / Amendments;
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Amend Title from “Record of Revision/Amendment”
to “Record of Revision/Amendments”
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- Customized paragraph and paragraph running
number of Minor Change and Major Change
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- Customized the Record of Revision/Amendments

table and insert “Issue 3 Rev.0” into the table.
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Revision Transmittal, General;

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- Revised date of QAM acceptance

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Revision Transmittal, Revision Highlight;

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- New revised content of QAM Issue 3 Rev.0

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Controlled Distribution List;

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- New page arrangement

- Revised
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Abbreviation;
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- Deleted “QSS” and add “QSSES” with full description

instead.
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- Added “AOCR” as an abbreviation of Air Operator

Certification Requirement.
- Capital letter running from A to Z
- Deleted “FAA, FAR, FAST, JAA and JAR”
- Revised “FDS” to “FSDS” with full description instead
Preface
Preface Administration and Control, Applicability and

Conditions of Use;
- Revised “QSS” to “QSSES” and fulfilled its full
description
Administration and Control, Control of Manual;
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- Revised “QSS” to “QSSES” in paragraph 1 & 3
- Revised position title of VA to “Corporate Quality
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Management Director” in paragraph 4
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Administration and Control; Review, Revision and
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Approval Process;
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- Customized the paragraph
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Administration and Control; Dissemination and
Transmission; de
Revised “QSS” to “QSSES” in paragraph 1 & 3
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Administration and Control; Manual List
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- Removed “Manual List”

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Administration and Control; Manual Purposes and

Objectives
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- Insert Email Address in Manual Purpose and

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Objective
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Administration and Control; Manual description;

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- Removed manual description

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Chapter 0 Removed: Page 0-1

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Replaced by: Page 0-1 to 0-6

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0.1 Nok Quality, Safety and Security Policy;

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- Updated policy with new approval sign-off signature

by Acting CEO which is effective on 07 September
2018, signed by Mr. Pravej Ongartsittigul / Acting
CEO
- Inserted “blank page” as Page “0-6”
Preface
Chapter 1 Removed: Page 1-1 to 1-20 &

All page numbers of this chapter are changed due to new

page arrangement includes the following amendment list;
1.1.1: NOK Organization Chart;
- Updated new company organization chart in figure 1-1
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1.1.2: Chief Executive Officer (CEO);
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- Revised “Chief Executive Officer (CEO)” to
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“Accountable Management / Chief Executive Officer
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(CEO)” and Decorated paragraph 1
1.1.3: Personnel Management;
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- Revised : Personal Management (follow AOCR
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rev.6)
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- Added : Table of Personal Management figure 1-2
under table of contact person of personnel
management
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1.1.4: Department Heads;
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- Re-customized the paragraph list

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1.1.5: Delegation of Duty;

- New procedure of Delegation of Duty
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- Re-customized the page of paragraph

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1.2: Department Organization, 1.2.1;

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- Revised title name to “Corporate Quality, Safety,

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Security, Environment and Support Department (PV)

organization chart”
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- Updated PV organization chart to current revision as

figure 1-3
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- New content of duties & responsibilities of PV

Department Personnel Management.
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- New sub-title for “Corporate Quality Management
(VA) Organization” as figure 1-4 plus their manager’s
duties & responsibility (Awaiting for short script from
VA)
Preface
Chapter 1 1.3: Quality Organization;

- Removed all chapter 1.3 Quality Organization (Page
1-21 to 1-22)
1.4: Training Program;
- Replace to chapter 1.3 instead
- Revised by refer to Nok Air “Corporate Training
Program”
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1.5: Communication;
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- Changed by replace to chapter 1.4 instead
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1.6: Powers of the authority;
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- Changed by replace to chapter 1.5 instead
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Chapter 2 Removed page 2-3 due to miss-arrangement of QAM
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Issue 2 Rev.0 with no replacement.
Chapter 3 Removed: Page 3-1 to 3-32

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3.1 QUALITY PHILOSOPHY;

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- Customized the paragraph with the same content.

3.2 QUALITY CONCEPT AND IMPLEMENTATION;
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- Changed title name by deleting of “ISO 9001”

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3.2 QUALITY CONCEPT AND IMPLEMENTATION,

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3.2.2 / 3.2.3 / 3.2.4;

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- Deleted “ISO 9001”

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3.2.5;
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- Deleted “ISO 9001”

- Customized paragraph
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3.2.6 / 3.2.8 / 3.2.10 to 3.2.17;

- Customized paragraph
3.2.15 Purchasing
- Removed all chapter 3.2.15 Purchasing
3.2.16 Measurement, Analysis and Improvement
- Replace to chapter 3.2.15 instead
Preface
Chapter 3 3.3 QUALITY ASSURANCE;

- Deleted “ISO 9001” in , 3.3.1 paragraph
- Customized paragraph (b) of 3.3.3
- Customized all paragraphs of 3.3.4
- Customized paragraph (a) & (b) of 3.3.5
- Customized paragraph list of 3.4.4
3.5 INTERNAL AUDIT, 3.5.1;
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- Customized the paragraph
- Deleted “ISO 9001 : 2008” in (b)(iii)
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- Customized paragraph (a)
- Revised bullet (b), paragraph 1 by adding “BC” to
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Discipline Level Audit
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- Customized all paragraphs in this sub-subtitle
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- Deleted wording “IOSA Standard”, “ISO 9001:2018”
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Delete 3.5.4(f), Auditor Qualification and refer to 3.5.5
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Delete the previous title and change to “Auditor

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Qualification and Competency Program” which included

new requirement of auditor qualification
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3.6 AUDIT PLANNING, 3.6.1;

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- Deleted “IOSA Requirement” in paragraph 1

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- Customized all paragraphs

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3.6 AUDIT PLANNING, 3.6.3, Paragraph 2 ;

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- Added “Department” after “PV”

3.6 AUDIT PLANNING, 3.6.4(b), Page 3-32 to 3-33
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Resume Auditor Qualification and customized the

paragraph and resume 3.6.4(c),(iv)
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3.7 CORRECTIVE ACTION REQUEST (CAR), 3.7.4,

Page 3-35
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- Revised the timeline of finding corrective action (for

all finding categories)
- Revised the chart 3.1 Audit Process Chart on Page
3-36
3.7 CORRECTIVE ACTION REQUEST (CAR), 3.7.5(a) &
(b), Page 3-37
- Customized the paragraph.
- Insert item (iv) in paragraph (b)
Preface
Chapter 3 Removed: Page 3-43 to 3-74

3.9, All;
- Deleted Item 3.9 Management of Change
3.10, 3.10.3, Page 3-43;
- Replace to chapter 3.9
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- Customized the paragraph.
3.11, All;
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- New content (Move Document Management System
procedure from QAM Issue 2 Rev.0, Item 3.12 up to
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this item)
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3.12, All;
- Replace to chapter 3.11de
- New content (Move Record Management procedure
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from QAM Issue 2 Rev.0, Item 3.13 up to this item)
3.13, All;
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- New content (Move Product Quality Control

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this item)
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3.14, All;
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- New content (Move Quality System Training

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this item)
3.15, All;
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- New content (Move Quality Audit Report (QAR) Form

Recording procedure from QAM Issue 2 Rev.0, Item
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3.16 up to this item)

3.16, All
- New content (Move External Audit - Quality Audit
this item)
Preface
Chapter 4 (All Chapter) Removed: Page 4-1 to 4-4 Replaced by: Page 4-1 to 4-6
- New content (Move “Quality Forum” from QAM Issue
2 Rev.0, Item 3.11 to this chapter)
4.1.2 QRB Membership
- Revised QRB Membership
4.1.5 QRB Agenda
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- Revised “QSS” to “QSSES” in paragraph 3
4.2.1 QAG Membership
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- Revised QAG Membership
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4.2.2 Meeting Agenda
- Revised “QSS” to “QSSES” in paragraph 5
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4.2.3 Meetings
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- Revised : QAG meeting has been changed from
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monthly to in every 3 months
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Chapter 5 (New Chapter) - New inserting page 5-1 to 5-6 (Move “Integrated
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Quality and Safety Management System (IQSMS)

procedure” from QAM Issue 2 Rev.0, Chapter 4 to
this chapter)
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Appendix A-Appendix C - Removed appendix A to appendix C ( Page A-1 to C-

10)
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Preface
Controlled Distribution List
CONTROLLED DISTRIBUTION LIST
Distribution List Remarks
FLIGHT OPERATIONS STANDARDS DATABASE

CAAT
(FOSD)
ALL STAFF E-DISTRIBUTION
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Preface
Abbrevation
ABBREVIATION
AFM Airplane Flight Manual
AOC Air Operator Certificate
AOCR Air Operator Certificate Requirements
ASQS Aviation Safety & Quality Solutions
CAAT Civil Aviation Authority of Thailand
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CCM Cabin Crew Manual
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CCTM Cabin Crew Trainning Manual
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COM Cargo Operation Manual
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EM Emergency Manual
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FCOM Flight Crew Operating Manual
FDM Flight Dispatch Manual

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FSDS Flight Safety Document System
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FTM Flight Training Manual

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GMM General Maintenance Manual

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GOM Ground Operation Manual

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IATA International Air Transport Association

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ICAO International Civil Aviation Organization

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IOSA IATA Operational Safety Audit

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IQSMS Integrated Quality and Safety Management System

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ISO International Organization for Standardization

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KPI Key Performance Indicator
LCP Load Control Procedure Manual
Preface
Abbrevation
MEL Minimum Equipment List
MS Maintenance Schedule
OM Operation Manual
QAM Quality Assurance Manual
QAG Quality Action Group
QMS Quality Management System
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QRB Quality Review Board
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QSSES Corporate Quality, Safety, Security, Environment and Support
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QSSES
Quality, Safety, Security, Environment and Support commitee
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Commitee
SEM Security Manual
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SMM Safety Management Manual
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Preface
Administration and Control
ADMINISTRATION AND CONTROL

Management of Manual
Manual Purpose and Objective
The Quality Assurance Manual (QAM) provides comprehensive corporate policies,
procedures, general administration and guidelines in matters affecting quality
standards that are relevant and compliant with Civil Aviation Authority of Thailand
(CAAT) regulatory requirements and company standards.
To achieve high corporate standards of quality, it is vital that all managers ensure that
they and their staff have a clear understanding of this overview in order to coordinate
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their efforts to work toward common goals of excellence in quality.
The QAM is in referenced to the framework as per CAAT regulatory requirements
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including the Air Operator Certificate Requirement (AOCR)
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All communication and enquires related to this manual or suggestion to improve the
publication shall be addressed to:
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CORPORATE QUALITY, SAFETY, SECURITY, ENVIRONMENT AND SUPPORT
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DEPARTMENT (PV)
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Email Address: [email protected]
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General document policy
Nok Air shall ensure that documents used to support, control, or provide guidance for
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the conduct of operations are;

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(a) Readily identifiable, clear, legible, user friendly.

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(b) Written in a language (English) understood by all staff.

(c) Presented in a manner that provides ease of use by operational personnel, taking
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into account, Human Factors principles, logic, layout and explicit content.
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(d) Retained for the required length of time in adequate storage facilities.
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Preface
Applicability and Conditions of Use

This manual shall be effective from the date of acceptance by the CAAT and is the
property of Nok Air Airlines (herein after refer as “NOK”).
All NOK Staff, contractors/ sub-contractors shall be familiar with the contents of this
manual, at least those pertain to their duties, and, adhere at all times to the policies,
processes and procedures laid down in this manual.
Any deviations should be reported to the Head of Quality, Safety, Security,
Environment and Support (here in after refer as “QSSES”) and the reasons for such
deviation shall be given.
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All controlled copy(ies) assigned to individual position(s), section(s) or station(s) is on
loan basis. If, for any reason, the position(s), section(s) or station(s) is abolished from
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NOK, the respective copy(ies) of the manual must be returned to Corporate Quality,
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Safety, Security, Environment and Support Department(PV). In the event of a change
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in title of the position(s) or section(s), the department concerned shall promptly inform
PV.
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NOTE: ALL INFORMATION CONTAINED HEREIN IS FOR INTERNAL USE ONLY.
None of this information shall be divulged to persons other than NOK employees and
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contractors authorized by the nature of their duties to receive such information, or
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individuals or organizations authorized by NOK in accordance with existing policy
regarding release of company information.
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Preface
Control of Manual
This Quality Assuarance Manual (QAM) is issued on the authority of the Company and
QSSES. The latter will authorize all amendments to it, as required by CAAT
The NOK documentation system is developed to ensure full alignment of company
manuals. All department manuals shall incorporate policies/regulations/procedures
set forth in Flight Safety Document System (FSDS) Handbook.
The contents of this manual shall not be altered in any way, reproduced, stored in a
retrieval system or transmitted in part or whole in any form, by any means (electronic,
mechanical, photocopying or otherwise), without the express written consent of
QSSES.
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Corporate Quality Management Director (VA) shall retain a secure, archived copy of
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the QAM for a minimum of at least one back date revision/issue.
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Preface
Review, Revision and Approval Process

This manual shall be reviews and updates once a year or as necessary. Corporate
Quality Management Director (VA) shall ensure the information provided in this
manual is updated and current. VA shall identify the need for updates by means of
effective auditing, consultation with relevant departments and continuous review of the
regulatory and quality requirements.
For Revision and Approval process, please refer Flight Safety Document System
(FSDS) Handbook.
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The following are revision control requirements:
(a) Revised content of this manual shall be identified with a ‘revision bar’ (line drawn
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on the left side of the page) where changes are made.
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(b) Any page that carries an amendment must bear the new revision date.
(c) This manual and any subsequent revisions to this manual shall only be executed
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upon consultation with and concurrence from Head of the Department.
(d) A Letter of Transmittal will be issued together with the revised pages and it shall
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contain the intructions on updating the manuals.
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Preface
Dissemination and Transmission

The dissemination and transmission of this manual shall be communicated by QSSES
to all senior management staff of NOK.
Controlled copies of this manual shall be distributed to the recipients listed in the
Controlled Distribution List.
Any additional request of controlled hard copies of this manual shall be made in writing
to QSSES.
All NOK staff will have access to an electronic copy of the manual.
Change Request
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Any individual or department seeking improvements or changes to the contents of this
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manual, shall fill in the document amendment request form.
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Please refer Flight Safety Document System (FSDS) Handbook for more detail.
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Chapter 0
Policy
0 POLICY
0.1 NOK QUALITY, SAFETY & SECURITY POLICY
Nok Air will comply with legislative and regulatory requirements of The Civil
Aviation Authority of Thailand (CAAT). We have developed company standards
which aim to promote and ensure the highest standards of quality, safety, and
security. We are committed in providing all the necessary resources and expense
support for employee training as well as safety management to implement this
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policy, with the intent of eliminating potential threats that affect safety. Through
proactive identification and management of hazards and associated risks, we
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seek to protect our customers and employees against any injury, danger, threats,
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or damage to any life or property.
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Nok Air has developed and promoted Safety Culture and Reporting Culture
within the organization. A "Just Culture", which recognizes Human Factors and
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a Non-Punitive Policy, is the framework of our Safety Management System,
unless such errors resulted from illegal activities, willful misconduct, or violations
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of standard operating procedures, policies, or regulations.
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In ensuring the safety, security, and efficiency of Nok Air’s resources, social,
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community and environmental operations, this policy shall be implemented and
adhered by all employees. All processes shall be planned, collected data,
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analyzed, controlled, monitored and documented with preventive action in place

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to mitigate the effects of any incident or accident. These processes are to be

periodically evaluated against company and regulatory requirements, and
promoted internally as to maximize the quality and effectiveness of overall Nok
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Air’s operations, which leads to sustainable operation and development.

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All employees have access to the CEO for all quality, safety, and security
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concerns, as the ultimate responsibility and accountability of Nok Air’s

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performance in these areas rests with me as the Chief Executive Office (CEO).
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Your attention and cooperation will be greatly appreciated

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Announced on _____10 SEP 2019_____

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Wutthiphum Jurangkool
Chief Executive Officer and Accountable Executive
Issue 3 Revision 0 , 12 JUN 2019 Nok Airlines Public Company Limited 0-1-TR-11 OCT 19
Chapter 0
Policy
0 POLICY
0.1 NOK QUALITY, SAFETY AND SECURITY POLICY
NOK adheres to practices that promote the highest standards of quality, safety
and security. We are committed to provide all the resources needed to
implement this safety policy, and to meet or exceed all applicable regulations
and standards.
Our approach seeks to minimize hazards, threats and associated risks
through proactive identification, management and continual review to protect
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our guests and staff against injury, danger, threats and loss or damage to
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property and/or information.
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NOK supports an open and “Just Culture” which encourages honesty,
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respect and an environment where individuals are accountable for their
actions and can expect to be treated fairly. Honest mistakes, those that are
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not due to negligence, deliberate violations or wilful misconduct, should not
be punished. We strive to learn from all incidents and events, and to promote
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safety and risk awareness throughout the airline, with the aim to continually
improve in operational performance.
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The responsibility for making NOK operations safe, secure and efficient lies
with each individual employee – from departmental head, office staff to our
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front-line crew. Each departmental head is responsible and accountable for

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implementing the safety, security and quality management systems in his or

her area, and for ensuring that all reasonable steps are taken to prevent
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incidents and accidents. All processes shall be planned, documented,

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monitored and evaluated based on regulatory requirements and company

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procedures, and promulgated via clear and measurable steps so as to

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maximize quality.
All employees have direct access to me for all quality, safety and security
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matters, as ultimate responsibility and accountability for NOK’s performance

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in these areas rests with me as the Chief Executive Officer.

NOK will comply with and, wherever possible, exceed legislative and
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regulatory requirements and standards.

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Your attention and cooperation will be greatly appreciated.

Announced on 07 SEP 2018
Pravej Ongartsittigul
Acting Chief Executive Officer and Accountable Executive
Issue 3, Revision 0, 12 JUN 2019 Nok Airlines Public Company Limited 0-1
Chapter 0
Policy
0.2 NON-PUNITIVE SAFETY REPORTING POLICY
NOK fully recognizes the need to establish a safety and security culture that
meets the highest corporate and industrial standards. In order to accomplish
this target, a willingness to immediately address and remedy all operational
shortcomings is essential. Staff must assist by providing a comprehensive
report of all incidents that could jeopardize safety of customers, passengers,
staff or operations. All safety issues must be reported without any exception.
The company encourages all staff to report with openness on safety issues to
the fullest extent.
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The company will not apportion blame to any individual reporting mishaps,
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operational incidents or other risk exposures, including those where they
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themselves may have committed breaches of standard operating procedures
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contributed by errors. However, this does not include willful violation of
standard operating procedures or recklessness and negligence.
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The only exception to this general non-punitive policy relates to the following
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serious failure of staff members to act responsibly, thereby creating or
worsening risk exposures: de
(a) Premeditated or intentional acts that cause harm to personnel or damage
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to equipment/property;
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(b) Actions or decisions involving a reckless disregard to the safety and

precaution issues which affect the safety of our customers and our fellow
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employees or the economic welfare of the company

(c) Failure to report safety incidents or risk exposures as required by standard
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operating procedures and/or this policy

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This non-punitive reporting policy helps maintain the benefit of a learning

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culture while balancing the need to retain personal accountability and

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discipline.
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Chapter 0
Policy
0.3 POLICY ON THE TRANSPORT OF DANGEROUS GOODS
Nok Air has authorized to carry only Dangerous goods that approved by CAAT
in Permission to Send or Carry Dangerous Goods on board aircraft. Nok Air
is obliged to act in accordance with the applicable and current IATA
Dangerous Goods Regulation (DGR) with respect to transport of Dangerous
Goods by the Corporation, any relevant national and recognized international
regulations, ICAO Annexes and regulations, DGR General Rules, CAAT
AOCR, Cargo Manual, Ground Operations Manual, Dangerous Goods
Manual shall also be taken into account, in addition to implementation of
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applicable IATA Dangerous Goods Regulations. No dangerous goods or
substances shall be accepted for transport unless otherwise provided in IATA
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DGR, EASA, other national/international regulations and Corporation
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regulations. In case of any suspicions about the content of the goods
requested to be transported, the transport process must be suspended until
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the issue is fully clarified1
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(a) The lack of awareness and knowledge in the handling of Dangerous
Goods by air is a growing concern of all airlines and Nok Air is no
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exception. Current edition of IATA Dangerous Goods Regulation, the
ICAO Technical Instructions for Safe Transport of Dangerous Goods by
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Air (Technical Instructions) or equivalent documentation is accessible at
each location where the ground handing operations are conducted for the
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staff reference, it is essential that staff should comply with the instruction
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in the current edition of the Regulations. Therefore, carriage of Dangerous

Goods in breach of IATA Dangerous Goods Regulations not only
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jeopardizes the safety of the aircraft, passengers, crew and ground staff
but is also a criminal offence for which Nok Air shipper or agent
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responsible can be prosecuted.

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(b) Nok Air permits to transport dangerous goods Class 1.4S, 2.2, 3, 5.1, 6.2,
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8, 9 and all COMAT on passenger aircraft in accordance with IATA

Dangerous Goods Regulations.
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(c) Class 1 – When carriage is allowed by the operator, cartridges for

weapons, (UN0012 andUN0014 only) in division 1.4S, providing they are
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for that person’s own use, they are securely boxed and in quantities not
exceeding 5 kg gross mass and they are in checked baggage. Cartridges
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with explosive or incendiary projectiles are not permitted. Allowances for

more than one person must not be combined into one or more packages;
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Note: Division 1.4S is a classification assigned to an explosive. It refers to

cartridges which are packed or designed so that any dangerous effects
from the accidental functioning of one or more cartridges in a package are
confined within the package unless it has been degraded by fire, when the
dangerous effects are limited to the extent that they do not hinder
firefighting or other emergency response efforts in the immediate vicinity
of the package. Cartridges for sporting use are likely to be within Division
1.4S
1 OM-A Chapter 9, Clause 9.1
Chapter 0
Policy
(d) The articles and substance that are forbidden unless exempted by the
States concerned for transport by air shall not be accepted for carriage.
(e) Transport of Dangerous Goods by Post
The Universal Postal Union Convention forbids the carriage of dangerous
goods in mail except as permitted in 2.4.2. Appropriate national authorities
should ensure that the provisions of the UPU Convention are complied
with in relation to the transport of dangerous goods by air.
The dangerous goods listed in this subsection may be accepted in mail
for air carriage subject to the provisions of the appropriate national
authorities concerned and the parts of these Regulations which relate to
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such materials:
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(i) Infectious substances, assigned to Biological substance, Category
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B (UN 3373) only, when packed in accordance with the requirements
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of Packing Instruction 650 and carbon dioxide, solid (dry ice) when
used as a refrigerant for infectious substances (UN 3373);
or
(ii) Patient specimens as defined in 3.6.2.1.4 provided that they are
classified, packed and marked as required by 3.6.2.2.3.8(a) to (d);
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(iii) Lithium ion batteries contained in equipment (UN 3481) meeting the
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provisions of Section II of Packing Instruction 967. No more than four
cells or two batteries may be mailed in any single package; and
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(iv) Lithium metal batteries contained in equipment (UN 3091) meeting
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the provisions of Section II of Packing Instruction 970. No more than

four cells or two batteries may be mailed in any single package.
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Note:
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(i) The procedures of designated Thailand postal operators

(THAIPOST) for controlling the introduction of dangerous goods in
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mail into air transport are subject to review and approval by the civil
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aviation authority of Thailand (CAAT) where the mail is accepted.

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(ii) THAIPOST must have received specific approval from CAAT before
the THAIPOST can introduce the acceptance of lithium batteries
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(f) Used camping stoves (fuel or gas) will not be accepted for carriage in
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baggage, even if thoroughly cleaned (Ref. DGR 2.3.2.5)

(g) Small gaseous oxygen (oxygen compressed UN 1072) or air cylinders
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required for medical use are not permitted in passenger checked or carry-
on baggage.
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(h) Mercury barometer will not be accepted for carriage as carry-on baggage
(Ref DGR 2.3.3.1).
(i) Chemical Agent Monitoring Equipment contain radioactive material will
not be accepted for carriage (Ref DGR 2.3.4.4)
(j) Hazardous waste as defined by any regulation will not be accepted for
carriage (Ref DGR PI 622 and 8.1.3.4)
(k) Salvage packaging will not be accepted for carriage (Ref DGR 5.0.1.6,
6.0.6, 6.7, 7.1.4.3 and 7.2.3.10)
Chapter 0
Policy
(l) Dangerous Goods in consolidation will not be accepted for carriage (Ref
DGR 1.3.3, 8.1.2.4, 9.1.8 and 10.8.1.5)
(m) The shipper must provide a 24hrs emergency telephone number of a
person/agency who is knowledgeable of the hazards characteristics and
the actions to be taken in case of an accident or incident concerning each
of dangerous goods being transported. This telephone number, including
the country and/or area code, preceded by the words “Emergency
contact” or “24hours number” must be inserted in the “Additional Handing
information” box of the DGD.
(n) The DGM Committee shall follow up the legislation which constitutes the
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contents of Dangerous Goods Manual, and shall review any amendments
to its scope as well as any requests/determinations submitted by its users
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on quarterly basis. In line with the current edition of IATA Dangerous
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Goods Regulation (DGR), in case of a part/section that needs to be
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amended, to which parts of Dangerous Goods Manual the amendments
are to be applied, shall be determined; and such amendments shall be
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made in accordance with the (Dangerous Substances) systematics and
terminology of Dangerous Goods Manual, and it shall be distributed to the
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users in paper format.
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(o) Dangerous Goods Manual shall not be subjected to the approval
procedure and distributed upon every amendment; it case of an
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immediate amendment, such amendment shall be announced to the
concerned personnel through bulletins, procedures, instructions etc.
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against signature
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Chapter 0
Policy
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Chapter 1
Organization, Duty and Responsibility
1 ORGANIZATION, DUTY AND RESPONSIBILITY
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1.1 CORPORATE ORGANIZATION
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1.1.1 NOK Organization Chart
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Figure 1-1: Organization Chart

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Issue 3,Revision 0, 12 JUN 2019 Nok Airlines Public Company Limited 1-1
Chapter 1
1.1.2 Accountable Manager / Chief Executive Officer (CEO)

The Chief Executive Officer (PA) is the Accountable Executive, who has
credentials acceptable to the authority, has the overall corporate authority and
responsibility to allocate resources of the airline as needed to ensure that all
operations and maintenance activities are properly financed and carried out
to meet or exceed standards set by authorities and by our company.
PA is therefore responsible for:
Ultimate responsibility and accountability for the safety of the entire
operation together with the implementation and maintenance of the
SMS
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Ensuring the SMS is properly implemented in all area of the
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organization and performing in accordance with specified requirements
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Ensure the allocation of resources necessary to manage safety risks
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and security threats to aircraft operations
Has overall responsibility and is accountable for ensuring operations
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are conducted in accordance conditions and restrictions of the Air
Operator Certificate (AOC)
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Establishing quality, safety and security quality objectives, goals and
performance indicators
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Communicating, with visible endorsement the quality, safety and
security policy, objectives and goals to all staff
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Conduct a yearly Safety Management System assessment to identify

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further improvement needed

Communicating to the organization the importance of meeting customer
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as well as statutory and regulatory requirements

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Ensuring availability of resources

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Chapter 1
1.1.3 Personnel Management

The CEO (Accountable Executive), taking into consideration the complexity
and nature of the operations, has nominated the following persons for the
Authority’s acceptance.
(a) Vice President, Corporate Quality, Safety, Security, Environment and
Support (PV): Refer to AOCR as Head of Safety and Head of Quality for
Operations and Maintenance, he/she shall have operational experience
working in an airline or equivalent organization on aviation quality, safety,
security management, and he/she should have sound technical
background to understand the systems that support operations or the
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product/service provided.
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(b) Vice President, Flight Operations (OS): Refer to AOCR as Head of
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Flight Operations and Chief Pilot, he/she shall has relevant qualifications
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and management experience working in an airline or equivalent
organization. He/She hold an ATPL and appropriate ratings for at least
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one of the aircraft used by NOK
(c) Vice President, Flight Crew Training (OX): Refer to AOCR as Head of
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Training, he/she shall hold an ATPL and appropriate rating for at least one
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of the aircraft used by NOK with a preferred 10 years or more to being
PIC under ATPL
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(d) Technical Managing Director (PT): Refer to AOCR as Head of
Engineering and Head of Maintenance; he/she shall has experience
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working in an engineering capacity in an airline or equivalent organization.

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He/She shall ensure that all maintenance is complete, all mandatory

inspections and modifications that are due have been complied with, all
defects have been rectified or deferred in accordance with company
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procedures and that all necessary Certificates of Release to Service have

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been issued. It should be performed annually. In addition, he/she shall

approve maintenance schedule and check control system, the mandatory
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inspection/modification control system, the defect control system, all

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technical records including worksheets, and to aircraft defects. In the case

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of computer controlled record access must likewise be provided.

(e) Quality Manager of Maintenance (TQ): Refer to AOCR as Quality
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Manager of Maintenance; he/she shall perform Quality Control and

Assurance management. Quality control audit records must be available
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to the maintenance review signatory on request relative to the aircraft

being cleared such that he/she may discharge his/her responsibilities
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under the Thailand Regulatory Requirement.

(f) Vice President, Ground Services (OC): Refer to AOCR as Head of
Ground Handling; he/she shall has experience or knowledge in ground
handling services.
Note: A list of all NOK job qualification requirement is maintained at People
Department. (PH)
Chapter 1
Personnel
Management Function Name Telephone E-mail
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(AOCR)
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The Chief Executive Mr. Wutthiphum Jurangkool [email protected]
Accountable Executive Office : (+66) 2627 2011
Officer (CEO)
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VP, Corporate
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Head of Safety and
Quality, Safety,
Head of Quality for Capt.Chayawat Yodmanee [email protected]
Security, Office : (+66) 2627 2062
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Operations and (Acting PV)
Environment and
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Maintenance
Support (PV)
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Head of Flight
VP, Flight [email protected]
Operations and Chief Capt. Damras Wisessuwan Office : (+66) 2627 2742
Operations (OS)
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Pilot
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VP, Flight Crew [email protected]
Head of Training Capt. Suthee Chulajata Office : (+66) 2627 2316
Training (OX)
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Head of Ground
Handling
VP, Ground Service
(OC)
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Mr. Kosol Onnuam Office : (+66) 2627 2081
[email protected]
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Head of Engineering and Technical Managing [email protected]

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Mr. Loet Vudhijaya Office : (+66) 2627 2052

Head of Maintenance Director (PT)
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Maintenance Quality
Quality Manager of Mr. Anake Ngernprasertsiri [email protected]
Management Office : (+66) 2627 2064
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Maintenance
Director (TQ)
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Issue 3,Revision 0, 12 JUN 2019 Nok Airlines Public Company Limited 1-4-TR-11 OCT 19
Chapter 1
Personnel
Management Function Name Telephone E-mail
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(AOCR)
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The Chief Executive Mr. Pravej Ongartsittigul [email protected]
Accountable Executive Office : (+66) 2627 2011
Officer (CEO) (Acting CEO)
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VP, Corporate
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Head of Safety and
Quality, Safety,
Head of Quality for [email protected]
Security, Capt.Sopon Phikanesuan Office : (+66) 2627 2062
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Operations and
Environment and
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Maintenance
Support (PV)
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Head of Flight
VP, Flight [email protected]
Operations and Chief Capt. Damras Wisessuwan Office : (+66) 2627 2742
Operations (OS)
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Pilot
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VP, Flight Crew [email protected]
Head of Training Capt. Suthee Chulajata Office : (+66) 2627 2316
Training (OX)
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Head of Ground
Handling
VP, Ground Service
(OC)
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Mr. Kosol Onnuam Office : (+66) 2627 2081
[email protected]
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Head of Engineering
Technical Managing [email protected]
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and Head of Mr. Loet Vudhijaya Office : (+66) 2627 2052

Director (PT)
Maintenance
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Maintenance Quality
Quality Manager of Mr. Anake Ngernprasertsiri [email protected]
Management Office : (+66) 2627 2064
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Maintenance (Acting TQ)

Director (TQ)
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Figure 1-2: Personnel Management
Chapter 1
1.1.4 Department Heads

(a) General Responsibilities
The heads of the various operational departments of NOK shall:
(i) Set safety, security and quality goals.
(ii) Maintain and implement the QMS, SMS and SeMS within their
departments.
(iii) Ensure that authorities and responsibilities are defined,
documented and communicated within their departments, including
all areas critical to the operation.
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(iv) Assign a management representative who, irrespective of other
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responsibilities, has the responsibility and authority to ensure that
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processes and procedures are established, implemented and
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maintained within the department, and to report the need for
improvement of the management system.
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(v) Ensure the delegation of responsibilities for positions that are
critical to operations when principal office holders are absent from
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the workplace. A notification of such delegation of duties may be
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communicated throughout the management system using email or
other suitable communication medium.
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(vi) Ensure the management system processes used for planning and
decision –making in the areas of operations, maintenance and
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security are defined with outcomes and are complied with related
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external sources, regulatory authorities and equipment

manufacturers.
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(vii) Ensure a system that requires operational managers to be

responsible for quality, safety and security outcomes for
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implementing and monitoring quality, safety and security activities

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and processes, and for ensuring ongoing conformity with all

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regulatory requirements, organization standards and local

procedures.
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(viii) Ensure implementation of corrective and preventive actions as

indicated by quality audits, safety investigations, or other internal
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reporting mechanisms.
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(ix) Establish communication processes within the organization that

permit the management system to function effectively.
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(x) Determine, provide and maintain the physical infrastructure and

environment needed to achieve conformity with management
system requirements.
(xi) Ensure that planning and decisions relevant to the operation take
into account safety and security requirements originating from
external sources, such as regulatory agencies and equipment
manufacturers.
(xii) Assign applicable managers for liaison with regulatory authorities,
original equipment manufacturers and other operationally relevant
external entities.
Chapter 1
(xiii) Assume overall authority and responsibility in managing major

operational processes within their respective areas of responsibility
and in coordinating with other departments concerned in cross-
functional activities and processes affecting their performance.
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Chapter 1
1.1.5 Delegation of Duty

(a) Delegated Responsibilities
In the event a post holder is expected to be absent from the workplace, to
ensure managerial continuity, his/her duties shall be delegated on the first
day of the absence as below:
(i) Absence less than 3 days (or 72 hours), the post holder shall
announce his/her designee/deputy, the effective period, date and
location by e-mail, posting a memorandum or any means of
communication.
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(ii) Absence 3 days or more (more than 72 hours, inclusive), the post
holder shall announce his/her designee/deputy, the effective period,
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date and location by:
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 Company E-mail / Memorandum
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 In the event of unserviceable of company E-mail / Memorandum
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− Mobile phone
− Setting Up “Auto-Reply” on personal company’s email
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− Other means of communications
(b) What to delegate:
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Delegate routine and necessary tasks.
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(c) What not to delegate:

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(i) Do not delegate personnel or confidential matters.

(ii) Do not delegate policy-making.
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(iii) Do not delegate crisis.

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(iv) Do not delegate disciplinary action.

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Chapter 1
1.2 DEPARTMENT ORGANIZATION
1.2.1 Corporate Quality, Safety, Security, Environment and Support

Department (PV) Organization Chart
There are 5 core operational oversight functions within Nok Air organization
which under QSSES Department (PV):
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Figure 1-3: Organization Chart of

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Corporate Quality, Safety, Security, Environment and Support Department (PV)

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Chapter 1
1.2.2 Department Personnel Management

(a) Vice President of Corporate Quality, Safety, Security, Environment
and Support (PV) or his/her Deputy (PV-B)
PV is delegated responsibility and authority by the Accountable Executive
or CEO to make decisions effecting the quality, safety and security of the
operations, including occupational heath and workplace.
PV shall ensure that all procedures required to ensure safe operational
practices comply with current regulations and are monitored. This
includes the responsibility for taking corrective actions to address hazards
and risks identified through reporting and other sources, or in response to
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incidents and accidents
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(b) Corporate Quality Management Director (VA)
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VA is responsible for ensuring the establishment, control and oversight of
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conformance to company internal policies and procedures by all Nok Air
Operational department and support departments. This includes liaising
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with departmental Quality Representatives regarding the status of their
departments, internal quality audit programs and corrective action
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management. And also responds to CAAT and other external regulatory
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authority surveillance program corrective action requests and inquiries.
(c) Corporate Safety Management Director (VS)
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VS is responsible for the management and development of all elements
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of Safety Management System (SMS) in order to comply with Nok Air

safety policy and culture as well as regulatory authorities (ICAO, CAAT,
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etc.) requirements and standards. Manage the emergency response plan

& procedures. Conduct safety audit in consultation and cooperation with
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Corporate Quality and Security sections. Perform other duties as required

by the Vice President of Corporate Quality, Safety, Security, Environment
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and Support (PV)

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(d) Corporate Security Management Director (VE)

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VE is responsible for complementing security planning and development.

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Ensuring security control and assurance of flight operations, cabin crew,

maintenance, ground operations, cargo, catering and premises.
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Evaluation and review of threat identification and improving assessment

mitigation process. Oversight of security issues and security occurrence
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reports to perform security case investigation. Coordination with

authorities and relevant organizations.
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Chapter 1
(e) Corporate Environmental and Occupational Health Management

Director (VN)
VN is responsible for establish NOK environmental and occupational
health policy and direction. Assume full management responsibility for all
department and activities including NOK environmental and occupational
health processing. Chairs various internal organizational
teams/committees that help develop Environmental Health and Safety
mission, policies, and respective goals/objectives. Assures that NOK
continuously improves our performance in Environmental Health and
safety innovation while maintaining compliance with the State
Environmental and Safety regulations. Focus on strategic issues and
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explore techniques of cost saving health, safety and environmental
management.
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(f) Corporate Document and Support Management Director (VC)
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VC is responsible for plan and establish a process of handling documents
in such a way that information can be created, shared, organized and
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stored efficiently and appropriately. Establish a guidance to individuals,
organizations and other facilities and other entities regarding the
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development and submission of an integrated FSDS as required by the
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Authorities requirement. Manage and develop of all quality, safety and
security data collection and develop the reporting system and issuing
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data summary in order to distributing the summarized data including the
compliance, non-compliance occurrences to other relevant functions to
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use that data as proactive conduct the risk mitigation actions and
enhancing company standards.
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Chapter 1
1.2.3 Corporate Quality Management (VA) Organization
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Figure 1-4: Organization Chart of Corporate Quality Management (VA)
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Corporate Quality Management Division (VA) has oversight role to ensure
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that all departments and support departments have implemented an
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effective quality management system. Our goal is to facilitate the
implementation of a common set of quality management standards and
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performance across each operational quality assurance group.
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Chapter 1
(a) Corporate Quality Management Director (VA)

Typically, the director of the quality assurance program has direct lines of
communication to senior management to ensure the efficient reporting of
safety and security issues, and to ensure such issues are appropriately
addressed.
(i) Qualifications
 Minimum knowledge requirement – a Bachelor Degree or Higher
in any fields or equivalent Aviation fields
 Minimum experience requirement – 7 years of experiences in
airline industry
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 Strong English Communication Skill, both written and spoken
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proficiency
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 Knowledgeable in quality management system and safety
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management system as well as its policies, objectives and
applications
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 Knowledgeable in service quality as well as aviation rules and
regulations
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Formal Training or certification as quality lead auditor
 Relevant operational and auditing experience
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 Formal training in risk management
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 Competency-Management Skill, Communication skill, Decision

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Making Skill, Non Biased, Analytical Skill, Human factors skills,

Leadership skill, Patience
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Other-Ability to work under pressure, non-aggressive

management style, Team building skill, conflict resolution skills,
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expertise in scope of audit

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 No Overseas Travel Restrictions

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(ii) Duties & Responsibilities

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 The Corporate Quality Management Director is operationally

independent in a manner that ensures objectivity is not subject
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to bias due to conflicting responsibilities

 Organize and manage the Corporate Quality Management
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Division as an independent system

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 Establish, perform, implement and maintain the Quality

Assurance Program
 Ensure communication and coordination with operational
managers in the management of operational risk and quality
assurance matter
 Perform quality surveillance on the Nok Air system organizations
to ensure that it remains in conformity with the applicable
regulatory or standard requirements as specified
Chapter 1
 Put together, finalize the Auditors’ evaluation drafts as a Quality

Assurance Program, and present it to PV for approval and
distribution
 Execute evaluations, audits, and inspections with designated
auditors to comply with the Quality Assurance Program or in case
of the special requirements
 Monitors and verifies the implementation and development of
corrective action plans
 Monitor and maintain update internal evaluation files/checklists
according to new regulations or requirements, and changes or
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developments in Nok Air to comply with the fields to be audited
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 Put together all findings, concerns, evidences, and evaluate
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them
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 Gives any identified non-compliance findings and concerns to the
related Managers with the recommended solutions to apply
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within the reasonable time scale and reports them as well as their
results to the PV
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 Ensure the feedback system to run properly to rectify
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discrepancies and noncompliance in each particular case, and
the procedure to be followed, if remedial actions are not
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completed within an appropriate time scale
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Provide recommendation that establish conformity based on the

quality assurance process results within a reasonable time frame
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 Ensure all Nok Air’ audits are conducted in controlled manner

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 Identify deficiencies and non-compliance

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Propose all corrective actions necessary for eliminating non-

compliance and ensure, through a follow-up process, that these
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corrective actions are initiated and completed by the responsible

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manager in response to any finding of non-compliance and that

they are efficient and meet their intended purpose
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 Verify, by monitoring activity in the fields of flight operations,

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maintenance, crew training and ground operations, that the

standards required by the Authority and any additional
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requirements defined by Nok Air are being carried out under the
supervision of the relevant nominated post holders
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 Monitor the organization’s compliance with regulatory

requirements and request remedial action as necessary by the
competent responsible persons or the Accountable Manager as
appropriate
 Assure contractors or service providers providing products or
services to the company are monitored for their performance.
This is to confirm that mutually agreed quantity, quality, and other
particular specification of products or services are met
Chapter 1
 Monitor compliance with the approved processes specified in the

Nok Air’ Manuals to ensure compliance with regulatory
requirements and the Operational Safety of the Aircrafts
 Verify that the requisite standards are maintained to meet the
requirements of the Regulatory Authorities governing the
Company’s Approvals, and report any deviation to the PV
 Survey all appropriate departments for monitoring compliance
with regulatory requirements and request remedial action
 Ensuring that the Quality Assurance Program is properly
established, implemented and maintained
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 Establish the quality assurance criteria and implement the
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relevant auditing plan embracing maintenance and operations
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departments’ activities
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 Promote a quality concept throughout the departments and
encourage quality commitment from all employees and
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management level
 Produce, administer and review the Quality Management Manual
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Provide PV and the management with reports about the
implementation, completion and effectiveness of corrective
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actions
 Keep the PV updated on Quality matters
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 Ensure significant issues arising from quality assurance program

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are identified and communicated to the management

 Ensure the company is working as effectively as possible to keep
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up the competitors
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 Monitor compliance with the approve processes specified in the

Nok Air’s manuals are being carried out to maintain the AOC
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Chapter 1
(b) Quality Assurance Manager – Airworthiness (VA-E)

(i) Qualifications
airline industry
 Understand Quality system, Quality assurance program, Quality
audit and Management review
 Understand and maintain maintenance activities in accordance
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with Local and International Civil Aviation to get the highest
standard
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 Understand Airline Operations and Airline Business
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 Have knowledge in Quality Management System
 Should have knowledge and experience in Lead Auditor
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 Ensure that proper channels are established for incoming and
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outgoing information concerning quality and safety matters and
ensure that knowledge in this matter is utilized in the best way
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within the reasonable time.
 Direct all activities within the quality organization with respect to
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quality and safety.

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 Ensure that aircraft’s incident/ accident including reports on vital

technical defects are properly investigated.
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 Ensure the corrective and preventive actions are being instituted

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efficiently and timely when actual or potential safety deficiencies

have been found.
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 Approve an audit program (audit, surveillance, spot check and

follow up, etc.) to assure production conformity to quality system.
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 Monitor engineering program to maintain standard and meet

authority requirement.
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 Order discontinuation of work/process/aircraft operation that

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reveal potential for safety/ airworthiness degradation.

 Ensure suitable reporting of un-airworthy conditions to relevant
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authorities, manufacturers and customers.

 Report to government agencies regarding the industrial quality
and safety issues.
 Ensure that all NOK aircraft maintenance requirement and
practices are in accordance with the requirement airworthiness.
 Ensure that reports required by the Civil Aviation Authority of
Thailand (CAAT) are prepared and submitted.
 Coordinate with concerned department in revision of Air Operator
Certificate (AOC).
Chapter 1
 Ensure all controlled manual and documents for PT always up to

date and distribute to concerned function.
 Ensure the reports required by the Civil Aviation Authority of
Thailand (CAAT) i.e. Service Difficulty Report (SDR), Bird Strike
Form, Safety Report etc. are properly submitted to CAAT.
 Ensure that Minimum Equipment List (MEL)/ Configuration
Deviation List (CDL) deferred items and Airworthiness Directives
(AD) notes are performed within timeframe.
 Ensure contract maintenance certification such as Line Station,
Repair Station, Part & Raw Material Supplier are properly
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maintain.
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 Ensure that procedures used in the accomplishment of each
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operation to assure conformity with established quality standards
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and/or fulfil the authority and company requirements.
 Perform internal audit to ensure quality system effectiveness
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including maintain audit record.
 Monitor and assure the quality assurance procedures to ensure
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that all aircraft and aircraft engine/component are maintained in
compliance with
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concerned authority requirements,
manufacturer standard and company standards.
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 Prepare necessary document and submit to QM Director for
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certify all authorized personnel throughout Aircraft Operation

Department and ensure that all authorized personnel
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qualifications are complied with concerned authority and

applicable international standards including Aircraft Operation
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Department regulatory.
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 Coordinate with concerned functions to arrange training courses

related to work safety, quality, regulatory and environment.
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 Establish and implement internal/external audit program to

ensure quality system effectiveness including maintain audit
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record.
 Ensure contractor or subcontractor to comply with quality and the
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effective agreements.
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Assist superior in any assigned jobs to meet highest safety and

reliability.
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 Ensure that all works shall be done according to safety

regulations.
Chapter 1
(c) Quality Assurance Manager – Ground and Cargo (VA-G)

(i) Qualifications
airline industry
 Understand Quality system, Quality assurance, Quality audit and
Management review.
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standard.
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 Understand Airline Operations and Airline Business.
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 Have knowledge in Quality Management System.
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quality and safety.

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 Ensure that aircraft’s incident/ accident including reports on vital

technical defects are properly investigated.
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have been found.
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 Approve an audit program (audit, surveillance, spot check and

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 Monitor Ground operation program to maintain standard and

meet authority requirement.
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 Order discontinuation of work/process/aircraft operation that

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reveal potential for safety/ airworthiness degradation.

 Ensure suitable reporting of un-airworthy conditions to relevant
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authorities, manufacturers and customers.

and safety issues.
 Ensure that all NOK aircraft maintenance requirement and
practices are in accordance with the requirement airworthiness.
Certificate (AOC).
Chapter 1
 Ensure all controlled manual and documents for OC always up

to date and distribute to concerned function.
Thailand (CAAT) i.e. Safety-Security Report, etc. are properly
submitted to CAAT.
 Ensure that Minimum Equipment List (MEL)/ Configuration
Deviation List (CDL) deferred items and Airworthiness Directives
(AD) notes are performed within timeframe.
 Ensure all contractual such as Ground Equipment and Crew
Training are properly maintain.
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 Monitor and assure the quality assurance procedures to ensure
that all aircraft are maintained in compliance with concerned
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authority requirements, manufacturer standard and company
standards.
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 Prepare necessary document and submit to QM Director for
certify all authorized personnel throughout Aircraft Operation
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Department and ensure that all authorized personnel

qualifications are complied with concerned authority and
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applicable international standards including Aircraft Operation

Department regulatory.
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record.
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 Assist superior in any assigned jobs to meet highest safety and

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reliability.
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regulations.
Chapter 1
(d) Quality Assurance Manager – Flight and Cabin (VA-F)

(i) Qualifications
airline industry
 Understand Quality Management System & Quality Assurance
as well as its objectives and applications
 Knowledgeable in service quality as well as aviation rules and
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regulations

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Understand Airline Operations and Airline Business
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 Have knowledge in Quality, Safety and Security Management
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System
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 Work positively to find out the best solution to improve the
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company performance, including the management of company
resources to earn high benefit of operations and business profit,
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(Save Investment, High Performance)
 Assisting Corporate Quality Management Director organize and
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manage the Corporate Quality Management Division as an

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independent system
 Assisting Corporate Quality Management Director to ensure the
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Quality Assurance Program of Nok Airlines is properly

established, implemented and maintained
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 In cooperation with expertise of each operations area to perform

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quality audit / surveillance on the Nok Airlines system, especially

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on flight and cabin operations aspect, to ensure that it remains in

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compliance with the applicable regulatory or standard as

specified
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 Provide the Corporate Quality Management Director and the

management with audit reports regards to flight and cabin
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operations, in order to identify non-compliance or poor standard

of operations
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Chapter 1
 Review Corrective Action (CA) of receiving finding (both internal

and external audit) regards to flight and cabin operations to
ensure that the rectification of finding are reasonable, attainable
and practicable to meet the required standard and preventing the
reoccurrences
 Provide the Corporate Quality Management Director, QSSES
Vice President, Accountable Manager and the management with
reports/status about the implementation, completion and
effectiveness of corrective actions regards to flight and cabin
operations
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 Ensure communication and coordination with Nok Airlines
operational managers in the management of operational risk
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 Keep the Corporate Quality Management Director, QSSES Vice
President and Accountable Manager updated on quality matter
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of flight and cabin operations

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Ensure that all activities in Flight and Cabin Operations are in
compliance with standards established by company and State
Authorities, such as Civil Aviation Authority of Thailand (CAAT),
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ICAO and other applicable standards
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 Periodical review the relevant flight and cabin operations
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manuals to support the respective departments
 Provide the highest standard of assistance in relation to the
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administration of flight and cabin operation’s documentation on

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behalf of the QSSES Department, in line with the company policy

of maintaining the highest levels of operational safety and
technical excellence
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 Being a point of contact to communicate/coordinate with other

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internal departments and external entities regarding quality

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issues of flight and cabin operations

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 Escort external auditors from authorities or external audit

organizations on area of flight operations (Flight Crew OPS,
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Cabin Crew OPS, Flight Dispatcher OPS, Crew Scheduling OPS,

etc.)
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 Coordinate with other company committee for the purpose of

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international committee harmonization and standardization

 Actively at ways of changing outdated processes, identify new
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opportunities and share good practice for flight & cabin

operations, and advise on changes and how to implement them,
including provide techniques to enable others to achieve quality
standards
 Ensure the qualification and proficiency of internal auditors under
his/her control are maintained and effective all the time
 Perform any tasks assigned by Director of Corporate Quality
Management.
Chapter 1
(e) Quality Assurance Manager – Dangerous Goods Standard (VA-D)

(i) Qualifications
airline industry
 Understand Quality system, Quality assurance, Quality audit and
Management review.
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standard.
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 Understand Airline Operations and Airline Business.
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 Have knowledge in Quality Management System.
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quality and safety.

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 Ensure that Dangerous Goods incident/ accident including

reports on vital DGl defects are properly investigated.
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have been found.
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 Follow an audit program (audit, surveillance, spot check and

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and safety issues.
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 Ensure that all NOK Dangerous Goods requirement and

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practices are in accordance with the requirement.

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Certificate (AOC).
 Ensure all controlled manual and documents for DG always up
to date and distribute to concerned function.
Thailand (CAAT) i.e. Safety-Security Report, etc. are properly
submitted to CAAT.
Chapter 1

record.
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 Assist superior in any assigned jobs to meet highest safety and
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reliability.
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regulations.
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 Coordinates the DG activities between CAAT and Nok Air.
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Improve opportunities to enhance process of efficiency quality for
DG control.
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 Perform DG internal audit to all concerned functions.
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 Provide DG information to the employees.

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 Associates to conduct DG Training for all staffs by existing

training material and presentations to keep Attendees updated
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on regulators.
 Associates to DG training program for training improvements.
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 Creates and update database to provide accurate information to

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concerned parties.
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 Responsible for quality, root cause analysis on process gaps and

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recommend corrective actions

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Chapter 1
1.3 TRAINING PROGRAM
Refer to Nok Air Corporate Training Program of Training and Development

Department.
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Chapter 1
1.4 COMMUNICATION
Receipt and Dissemination of Information from External Agencies, If source

documents exist such as manual revision or technical information issued by
external bodies such as regulatory agencies or original equipment
manufacturers (OEMs), these documents should be evaluated promptly by
the appropriate Nok departments for any operational impact. The process
starts when Nok receives updates or revisions from these external agencies.
When departments receive information, they shall evaluate the information,
assess the impact on their operations, and perform necessary action or
amendment in order to enaure the safety of Nok operation.
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If amendment to the department documentation/manuals is deemed
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necessary as a result, the Document Management described in the QAM
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Manual shall be complied with. A summary of the changes, including any
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impact to the business and progress of implementation and action, shall be
presented and reviewed at the QRB, as a standing Agenda item.
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NOK communicate through various channels to their staff for their
compliance or information on administrative or technical matters, such as
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Email, various bulletin. NOK Sharepoint Site is used for electronic
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distribution of manuals, publications and notices as well as for collaboration
and info-sharing between departments.
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Chapter 1
1.5 POWERS OF THE AUTHORITY
1.5.1 CAAT Authorized Officers

(a) The Air Operators Certificate issued to NOK stipulates that CAAT
Authorized officers are authorized to fly in NOK aircraft in the course of
normal operations. All Authorized officers carry an Authority Card, which
will be produced on request.
(b) Circumstances may require the Authorized officers to be listed as crew in
the General Declaration to facilitate conduct of their official duties.
(c) The primary purpose of the CAAT Authorized officers will be to observe the
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operations of the AOC holder, Nok Air. This will include the training and
testing and qualifications of the operating staff and agents/contractors of
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NOK.
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(d) The Authorized officers are also empowered to inspect Flight Crew and
LAE licenses and records of NOK and its agents.
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(e) The Commander will be informed if prior notice is received of a flight
inspection by CAAT. In such instances, the Authorized officer will be issued
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a Temporary Flight Deck Pass.
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(f) On occasions when inspections are conducted without prior notice by
CAAT, the Commander should allow the Authorized officer access to the
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flight deck on the strength of the CAAT Authority Card. The Commander
and crew should facilitate the duties of the Authorized Officers.
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(g) The Commander may refuse to allow the Authorized officer to enter or
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remain on the flight deck if, in his opinion, the safety of the aircraft would
thereby be endangered. When such access is denied, the Commander
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shall submit a full report detailing the circumstances and reasons for such
denial, immediately on return to base.
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(h) CAAT Inspectors/Examiners may conduct the following inspections:

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NOTE: The inspection is not limited to the list.

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(i) Enroute Flight Inspection

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Pre-flight
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 Weather analysis, flight planning, dispatch clearance.

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Departure
 Starting procedure, clearance record and read back/SID
compliance and altitude awareness.
Enroute
 Cockpit vigilance, crew co-ordination, compliance with
aircraft limitations, use of checklists and flight
management
Chapter 1
Arrival
 Airspeed control, ATC compliance and altitude
awareness.
(ii) Enroute Cabin Inspection
Pre-flight
 Inspection of emergency and cabin equipment including
Cabin Crew knowledge of emergency equipment and
procedures.
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Departure
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 Passenger briefing and oxygen demonstration,
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compliance of instruction from cockpit, Cabin Crew’s duty
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during take-off and landing, blockage of emergency exits,
passenger compliance of no smoking and seat belt signs,
or
quality of PA announcements.
Ramp Inspection by CAAT.
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Chapter 2
Operational Planning
2 OPERATIONAL PLANNING
2.1 OBJECTIVES
NOK’s objective is to achieve the highest level of quality, safety and security
standards though its work practices throughout the organization.
(a) In order to achieve this objective NOK will:
(i) Meet or exceed all regulatory, legal, industry standards;
(ii) Ensure continuous improvement of Quality Management
System;
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(iii) Strive for continuous improvement in operational performance.
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Chapter 2
Operational Planning
2.2 REGULATORY AND EXTERNAL REQUIREMENTS
(a) Designated personnel who are appointed by the company or head of

each department should coordinate with CAAT and other authorities
concerned to ensure that rules, regulations and procedures stated in
the Operational Manual are clearly understood and accepted by the
authorities. Also, ensure that Operational Manuals and other related
documents are updated to aviation standards.
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Chapter 3
Quality Management System (QMS)
3 QUALITY MANAGEMENT SYSTEM (QMS)

3.1 QUALITY PHILOSOPHY
Quality management is a business philosophy refers to management methods

used to enhance quality and productivity in business organizations that works
horizontally across an organization, involving all departments and employees
and extending backward and forward to include both suppliers and
clients/customers. Quality management is only one of many acronyms used
to label management systems that focus on quality. Quality management
provides a framework for implementing effective quality and productivity
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initiatives that can increase the profitability and competitiveness of
organizations. It also indicates that company processes should continually
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change to meet the needs of the market and the culture at large.
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Chapter 3
3.2 QUALITY CONCEPT AND IMPLEMENTATION

3.2.1 Objectives
(a) To demonstrate its ability to consistently provide product that meets
customer and applicable statutory and regulatory requirements.
(b) To enhance customer satisfaction through the effective application of
the system, including processes for continual improvement of the
system and the assurance of conformity to customer and applicable
statutory and regulatory requirements.
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(c) To integrate and continually improve the effectiveness of quality
management system, and related management system of NOK.
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(d) To provides for the auditing of the management system, and of
operations and maintenance functions, to ensure the organization is;
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(i) Complying with applicable regulations and standards;
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(ii) Satisfying stated operational needs;
(iii) Identifying areas requiring improvement;
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(iv) de
Identifying hazards to operations;
(v) Monitoring effectiveness of safety risk controls.
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3.2.2 Scope
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This procedure applies to NOK management system where requirements of

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Quality Concept can be apply.

3.2.3 Responsibility
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PV is responsible for
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(a) Analyze the necessity to adoption of Quality Concept

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(b) Support operation heads and any departments, as requested, to

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implement Quality Concept

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(c) Support operation heads and any departments in the certification

processes.
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(d) Review NOK’s quality management system, at planned intervals, to

ensure its continuing suitability, adequacy and effectiveness.
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(e) Operation Heads are responsible for

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(f) Decide to implement Quality Concept as necessary

(g) Establish, document, implement and maintain a quality management
system and continually improve its effectiveness in accordance with
the requirements of Quality Concept
3.2.4 General requirements of QMS
NOK shall establish, document, implement and maintain quality
management system and continually improve its effectiveness in
accordance with the requirements of Quality Concept.
Chapter 3
To some extent, customer satisfaction was mostly seen as a one

dimensional construction whereby the higher perceived product quality is
the higher customer’s satisfaction and vice versa. However, fulfilling the
individual product requirements to a great extent does not necessarily imply
a high level of customer satisfaction. This is because the type of requirement
which defines the perceived product quality has a great impact and thus
customer satisfaction. NOK shall;
(a) determine the processes needed for the QMS and their application
throughout the organization,
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(b) determine the sequence and interaction of these processes,
(c) determine criteria and methods needed to ensure that both the
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operation and control of these processes are effective,
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(d) ensure the availability of resources and information necessary to
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support the operation and monitoring of these processes,
or
(e) monitor, measure where applicable, and analyze these processes,
and
d
(f) implement actions necessary to achieve planned results and
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continual improvement of these processes.
These processes shall be managed by NOK in accordance with the
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requirements of Quality Concept. Where NOK chooses to outsource any
process that affects product or service conformity to quality, safety and
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security requirements, NOK shall ensure control over such processes. The
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type and extent of control to be applied to these outsourced processes shall

be defined within the QMS of relevant functions in NOK..
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3.2.5 Documentation requirements

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The QMS documentation shall include documented statements of quality

policy and quality objectives,
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(a) quality manual or departmental manual,

(b) documented procedures and records require by Quality Concept
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(c) documents, including records, determined by NOK to be necessary to

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ensure the effective planning, operation and control of its processes

The documentation can be in any form or type of medium.
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(d) NOK shall establish and maintain quality manual or departmental

manual that includes
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(e) the scope of the QMS, including details and justification for any
exclusions,
(f) the documented procedures established for the QMS, or reference to
them, and
(g) A description of the interaction between the processes of the QMS.
Chapter 3
3.2.6 Control of documents

Documents required by the QMS shall be controlled. Records are special
type of document and shall be controlled according to the guidelines given
in 3.2.5(a). A documented procedure shall be established to define the
control needed
(a) to approve documents for adequacy prior to issue,
(b) to review and update as necessary and re-approve documents, If
applicable, is accepted or approved by the authority,
(c) to ensure that changes and current revision status of documents are
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identified,
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(d) to ensure that relevant versions of applicable documents are available
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and presented in a format appropriate at points of use,
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(e) to ensure that documents contain legible, readily identifiable and
accurate information,
or
(f) to ensure that documents of external origin determined by NOK to be
necessary for the planning and operation of the QMS are identified
d
and their distribution controlled, and de
(g) to prevent the unintended use of obsolete documents, and to apply
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suitable identification to them if they are retained for any purpose.
3.2.7 Control of records
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Records established to provide evidence of conformity to requirements and

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of the effective operation of the QMS shall be controlled.

NOK shall establish documented procedure(s) to define the controls needed
d
for the identification, storage, legibility, maintenance, retrieval, retention,

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protection and security, disposal, deletion (electronic records) and archiving

of records.
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Records shall remain legible, readily identifiable and retrievable.

3.2.8 Management responsibility
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(a) Management commitment

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Top management of NOK including operation heads shall provide

evidence of its commitment to the development and implementation
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of the QMS and continually improving its effectiveness by

(i) communicating to the organization the importance of meeting
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customer as well as statutory an d regulatory requirements,

(ii) establishing the quality policy,
(iii) ensuring that quality objectives are established,
(iv) conducting management reviews, and
(v) ensuring the availability of resources.
Chapter 3
(b) Customer focus

Top management of NOK including operation heads shall ensure that
customer requirements are determined and are met with the aim of
enhancing customer satisfaction.
(c) Quality policy
(i) PA shall ensure that corporate quality policy
 is appropriate to the purpose of NOK,
 includes a commitment to comply with requirements and
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continual ly improve the effectiveness of the QMS,
 provides a framework for establishing and reviewing quality
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in
objectives,
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 is communicated and understood within the organization,
 is reviewed for continuing suitability.
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(ii) Operation Head shall ensure that departmental quality policy
shall comply according to the guidelines given in (i).
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3.2.9 Planning de
(a) Quality objective
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Top management and Operation Head shall ensure that quality
objectives, including those needed to meet requirements for product/
nl
service, are established at relevant function and levels within the

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organization. The quality objectives shall be measurable and

consistent with the quality policy.
d
(b) Quality management system planning

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the planning of the QMS is carried out in order to meet the guideline
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given in 3.2.4, as well as the quality objectives, and

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the integrity of the QMS is maintained when changes to the QMS are
planned and implemented.
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3.2.10 Responsibility, authority and communication.

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(a) Responsibility and authority

Top management and Operation Head shall ensure that
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responsibilities and authorities are defined and communicated within

the organization
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(b) Management representative

Top management shall appoint a member of the organization’s
management who, irrespective of other responsibilities, shall have
responsibility and authority includes
(i) ensuring that processes needed for the QMS are established,
implemented and maintained,
(ii) reporting to top management on the performance of the QMS
and anyneed for improvement,
Chapter 3
(iii) ensuring the promotion of awareness of customer requirement

throughout the organization, and
(iv) liaison with external parties on matters relating to the QMS.
(c) Internal communication
Top management and Operation Head shall ensure that appropriate
communication processes are established within the organization and
that communication takes place regarding the effectiveness of the
QMS.
3.2.11 Management review
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(a) General
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(i) Top management and Operation Head shall review the
organization’s QMS, at planned intervals, to ensure its
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continuing suitability, adequacy and effectiveness. This review
shall include assessing opportunities for improvement the need
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for changes to the QMS, including the quality, safety and
security policy and objectives.
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(ii) Records from management reviews shall be maintained.
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(b) Review input
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(i) The input to management review shall include information on

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Significant quality assurance issues arising from QAG,

and/or result of audits,
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 customer feedback,
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 process performance and product / service conformity,


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status of preventive and corrective actions,


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follow-up actions from previous management reviews,

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 changes that could affect the QMS,


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recommendations for improvement.

(c) Review output
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(i) The output from the management review shall include any
decisions and actions related to
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 improvement of the effectiveness of the QMS and its

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processes,
 improvement of product related to customer requirements,
 resource needs.
Chapter 3
3.2.12 Resource management

(a) Provision of resources
NOK shall determine and provide the resources needed
(i) to implement and maintain the QMS and continually improve its
effectiveness,
(ii) to enhance customer satisfaction by meeting customer
requirements.
(b) Human resources
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(i) General
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 Personnel performing work affecting conformity to product
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requirements shall be competent on the basis of
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appropriate education, training, skills and experience.
 Conformity to product / service requirements can be
or
affected directly or indirectly by personnel performing any
task within the QMS.
d
(ii) Competence, training and awareness NOK shall

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determine the necessary competence for personnel
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performing work affecting conformity to product / service
requirements,
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 where applicable, provide training or take other actions to

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achieve the necessary competence,

 evaluate the effectiveness of the actions taken,
d
 ensure that its personnel are aware of the relevance and

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importance of their activities and how they contribute to the

achievement of the quality objectives, and
d

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maintain appropriate records of education, training, skills

and experience.
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(c) Infrastructure
NOK shall determine, provide and maintain the infrastructure needed
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to achieve conformity to product / service requirements. Infrastructure

includes, as applicable,
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(i) buildings, workspace and associated utilities,

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(ii) process equipment (both hardware and software), and

(iii) supporting services (such as transport, communication or
information systems).
(d) Work environment
NOK shall determine and manage the work environment needed to
achieve conformity to product/ service requirements.
Chapter 3
3.2.13 Product / Service realization

NOK shall plan and develop the processes needed for product / service
realization. Planning of product / service realization shall be consistent with
the requirements of the other processes of the QMS.
NOK shall determine the following, as appropriate:
quality objectives and requirements for the product / service;
the need to establish processes and documents, and to provide resources
specific to the product / service;
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required verification, validation, monitoring, measurement, in spectionand
test activities specific to the product /service and the criteria for product
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acceptance;
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records needed to provide evidence that the realization processes and
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resulting product / service meet requirements.
The output of this planning shall be in a form suitable for the organization’s
or
method of operations.
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3.2.14 Customer – related processes
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Determination of requirements related to the product / service NOK shall
determine
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requirements specified by customer, including the requirements for delivery
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and post-delivery activities,

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requirements not stated by the customer but necessary for specified or

intended use, where known,
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statutory and regulatory requirements applicable to the product/ service,

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any additional requirements considered necessary by NOK.

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NOK shall review the requirements related to the product / service. This
review shall be conducted prior to the organization’s commitment to supply
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product / service to the customer and shall ensure that

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product and service requirements are defined,

contract or order requirements differing from those previously expressed are
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resolved,
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NOK has the ability to meet the defined requirements.

Records of the results of the review and actions arising from their view shall
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be maintained.
Where the customer provides no documented statement of requirement, the
customer requirements shall be confirmed by NOK before acceptance.
Where product / service requirements are changed, NOK shall ensure that
relevant documents are amended and that relevant personnel are made
aware of the changed requirements.
Chapter 3
(a) Customer communication

NOK shall determine and implement effective arrangements for
communicating with customers in relation to
(i) product / service information,
(ii) Enquiries, contracts or order handling, including amendments,
and
(iii) customer feedback, including customer complaints
(b) Design and development
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(i) Design and development planning. NOK shall plan and control
the design and development of product /service. During the
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in
design and development planning, NOK shall determine
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 the design and development stages,
 the review, verification and validation that are appropriate to
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each design and development stage, and
 the responsibilities and authorities for design and
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development.
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 manage the interfaces between different group involved in
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design and development to ensure effective communication
and clear assignment of responsibility.
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 Planning output shall be updated, as appropriate, as the

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design and development progresses.

(ii) Design and development inputs. Inputs relating to product
d
requirements shall be determined and records maintained.

These inputs shall include
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 functional and performance requirements,

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
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applicable statutory and regulatory requirements,

 where applicable, information derived from previous similar
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designs, and
 other requirements essential for design and development.
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 The inputs shall be reviewed for adequacy. Requirements

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shall be complete, unambiguous and not in conflict with

each other.
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(iii) Design and development outputs. The outputs of design and

development shall be in a form suitable for verification against
the design and development input and shall be approved prior
to release. Design and development outputs shall
 meet the input requirements for design and development,
 provide appropriate information for purchasing, production
and service provision,
 contain or reference product acceptance criteria, and
Chapter 3
 specify the characteristics of the product that are essential

for its safe and proper use.
(iv) Design and development review. At suitable stages, systematic
reviews of design and development shall be performed in
accordance with planned arrangements
 to evaluate the ability of the results of design and
development to meet requirements, and
 to identify any problems and propose necessary actions.
 Participants in such reviews shall include representatives of
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functions concerned with the design and development
stage(s) being reviewed.
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 Records of the results of the reviews and any necessary
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actions shall be maintained.
(v) Design and development verification. Verification shall be
or
performed in accordance with planned arrangements to ensure
that the design and development outputs have met the design
d
and development input requirements. Records of the results of
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the verification and any necessary actions shall be maintained.
(vi) Design and development validation Design and development
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validation shall be performed in accordance with planned
arrangements to ensure that the resulting product is capable of
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meeting the requirements for the specified application or

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intended use, where known. Wherever practicable, validation

shall be completed prior to the delivery or implementation of the
product /service. Records of the results of validation and any
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necessary actions shall be maintained.

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(vii) Control of design and development changes. Design and

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development changes shall be identified and records

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maintained.
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(viii) The changes shall be reviewed, verified and validated, as

appropriate, and approved before implementation. The review
of design and development changes shall include evaluation of
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the effect of the changes on constituent parts and product

already delivered. Records of the results of the review of
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changes and any necessary actions shall be maintained.

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Chapter 3
3.2.15 Measurement, analysis and improvement

(a) General
NOK shall plan and implement the monitoring, measurement,
analysis and improvement processes needed
(i) to demonstrate conformity of product / service requirements,
(ii) to ensure conformity of the QMS,
(iii) to continually improve the effectiveness of the QMS.
This shall include determination of applicable methods, including
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statistical techniques, and the extent of their use.
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(i) Monitoring and measurement
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(ii) Customer satisfaction
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(iii) As one of the measurements of the performance of the QMS,
NOK shall monitor information relating to customer perception as
or
to whether the organization has met customer requirements. The
methods for obtaining and using this information shall be
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determined.
(b) Internal Audit
de
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(i) conforms to the planned arrangements, to the requirements of the
QMS requirements established by the organization, and
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(ii) is effectively implemented and maintained.

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(iii) An audit program shall be planned, taking into consideration the

status and importance of the processes and areas to be audited
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including any relevant incidents or irregularities that have

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occurred, as well as the results of previous audits. The audit

criteria, scope, frequency and methods shall be defined. The
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selection of auditors and conduct of audits shall ensure objectivity

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and impartiality of the audit process. Auditors shall not audit their
own work.
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(iv) A documented procedure shall be established to define the

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responsibilities and requirements for planning and conducting

audits, establishing records and reporting results.
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(v) Records of the audit and their results shall be maintained. The
management responsible for the area being audited shall ensure
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that any necessary corrections and corrective actions are taken

without undue delay to eliminate detected nonconformities and
their causes. Follow-up activities shall include the verification of
the actions take and the reporting of verification results.
(c) Monitoring and measurement of processes
(i) NOK shall apply suitable methods for monitoring and, where
applicable, measurement of the QMS processes. These methods
shall demonstrate the ability of the processes to achieve planned
results.
Chapter 3
(ii) When planned results are not achieved, correction and corrective
action shall be taken, as appropriate.
(d) Monitoring and measurement of product
(i) NOK shall monitor and measure the characteristics of the product
/service to verify that product / service requirements have been
met. This shall be carried out at appropriate stages of the product
/ service realization process in accordance with the planned
arrangements. Evidence of conformity with the acceptance
criteria shall be maintained.
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(ii) Records shall indicate the person(s) authorizing release of product
/service for delivery to the customer. The release of product and
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delivery of service to the customer shall not proceed until the
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planned arrangements have been satisfactorily completed,
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unless otherwise approved by a relevant authority and, where
applicable, by the customer.
or
(iii) Control of nonconforming product / service. NOK shall ensure
that product / service which does not conform to product /service
d
requirements is identified and controlled to prevent its
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unintended use or delivery. A documented procedure shall be
established to define the controls and related responsibilities and
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authorities for dealing with nonconforming product /service.
Where practicable, NOK shall deal with nonconforming product/
nl
service by one or more of the following ways:

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 by taking action to eliminate the detected nonconformity;

 by authorizing its use, release or acceptance under
d
concession by a relevant authority and, where applicable, by

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the customer;

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by taking action to preclude its original intended use or

application.
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 by taking action appropriate to the effects, or potential

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effects of the non-conformity, when nonconforming product

is detected after delivery or use has started
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 When nonconforming product / service are corrected it shall

be subject to re-verification to demonstrate conformity to the
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requirements. Records of the nature of nonconformities and

any subsequent actions taken, including concessions
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obtained, shall be maintained.

(e) Analysis of data
(i) NOK shall determine, collect and analyze appropriate data to
demonstrate the suitability and effectiveness of the QMS and to
evaluate where continual improvement of the effectiveness of
the QMS can be made. This shall include data generated as a
result of monitoring and measurement and from other relevant
sources.
Chapter 3
(ii) The analysis of data shall provide information relating to

 customer satisfaction,
 conformity to product requirements,
 characteristics and trends of processes and products
including opportunities for preventive action,
 suppliers.
(f) Improvement
(i) Continual improvement NOK shall continually improve the
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effectiveness of the QMS through the use of the quality policy,
quality objectives, audit results, analysis of data, corrective and
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in
preventive actions and management review
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(ii) Corrective action. NOK shall take action to eliminate the causes
of nonconformities in order to prevent recurrence. Corrective
or
actions shall be appropriate to the effects of the nonconformities
encountered. A documented procedure shall be established to
define requirements for
d
 de
reviewing nonconformities (including customer complaints),
 determining the causes of nonconformities,
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 evaluating the need for action to ensure that non
nl
conformities do not recur,


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determining and implementing action needed,

 records of the results of action taken, and
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 reviewing the effectiveness of the corrective action taken.

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(iii) Preventive action. NOK shall determine action to eliminate the

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causes of potential on conformities in order to prevent their

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occurrence. Preventive actions shall be appropriate to the effects

of the potential problems.
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 a documented procedure shall be established to define

requirements for
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 determining potential nonconformities and their causes,

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 evaluating the need for action to prevent occurrence of

nonconformities,
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 determining and implementing action needed,

 records of results of action taken, and
 reviewing the effectiveness of the preventive action taken
Chapter 3
3.2.16 Promotion
The (de-identified) information received from an incident reporting system
should be made available to the aviation community in a timely manner.
This could be done in the form of quarterly newsletters or periodic
summaries. Ideally, a variety of methods would be used with a view to
achieving maximum exposure. Such promotional activities may help to
motivate people to report additional incidents.
The such communication/promotion may include notices or statements on
safety policy/objectives, newsletters, bulletins, safety seminars/workshops,
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orientation program.
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Chapter 3
3.3 QUALITY ASSURANCE

3.3.1 Objective
Quality Assurance Department (VA) shall develop, document, implement
and maintain Quality System to ensure that quality standards to fulfill
company quality policy and meet requirements of CAAT, the other
authorities and ISO 9001 standards and customer satisfactions. To ensure
that where required by contract, or where otherwise deemed valid, quality
plans are produced to assist the process of achieving the desired quality
standards.
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To continuing compliance to civil aviation regulations.
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3.3.2 Scope
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The Quality System covers all areas of NOK operations.
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(a) The Vice President of Corporate Quality, Safety, Security, Environment
and Support Department (PV) is the Corporate Quality, Safety and
d
Security Manager and is responsible for the overall performance and
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quality of the functions and activities within all areas of NOK
operations. The key personnel are organized in form of Quality
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Assurance Committee for managing the quality system to ensure that
the requirements of relevant aviation authorities and Quality
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Management System standards are fulfilled

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(b) The Quality Assurance Department (VA)is responsible for:

(i) Establishing and implementing an independent quality assurance
d
system to monitor compliance with requirements of the relevant

aviation authorities.
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(ii) Maintaining close liaison with relevant aviation authorities, on all

d
matters affecting regulatory approvals. Any observed non-

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compliance or poor standards shall be brought to attention of the

manager of the area concerned, with a timescale for remedial
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action.
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(c) Head of each organization unit is responsible to ensure that the

product workmanship in his responsible area is met the required
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standards of airworthiness and Quality Management System, also are

responsible to perform the Quality System their own area and each
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individual is responsible to maintain a quality of his/her own work.
Chapter 3
3.3.4 Guideline
(a) The Quality System is documented in all related work instructions. The
foundation of the quality system. Document control system consists of:
(i) Quality record system
(ii) Management of personnel and resources
(iii) Quality management system planning
(iv) Monitoring and measurement of performance
(v) Corrective and preventive action against non-conformity
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(b) Quality Assurance Department (VA) to the concept that quality is built
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in the production process. In order to achieve the Quality Policy
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Statement, the following elements shall be used as structure of the
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Quality Management System. Clearly stated the Quality Policy and
objectives
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(c) Well defined quality requirements
(d) Provision of adequate resources
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(e) de
Assignment of adequately and appropriately trained personnel with
relevant skill
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(f) to perform the process affection quality of products
(g) Effective implementation and compliance with legal, aviation authority
nl
and
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(h) International Standard of requirements

d
(i) Clear, concise and accurate documentation

(j) Clear, concise and achievable contracts
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(k) Effective quality monitoring, performance measurement, internal

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auditing system and non-conformance resolution

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(l) Training is an integral part of the Quality System. Formal training for all
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personnel shall be carried out to the level required to give them full
awareness of their activities and responsibilities.
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(m) Training shall be provided for personnel who are involved in activities
affecting quality.
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(n) A quality plan is a plan which identifies the key quality elements of a
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job or process and states the means by which those elements are to
be verified. The purpose of quality plans is to assist the process of
achieving the desired quality standards.
Chapter 3
3.3.5 Promotion
NOK will disseminating information from the quality assurance program to
management and non-management operational personnel as appropriate
to ensure an organizational awareness of compliance with applicable
regulatory and other requirements by
(a) The (de-identified) information received from an incident reporting
system should be made available to the aviation community in a timely
manner. This could be done in the form of quarterly newsletters or
periodic summaries. Ideally, a variety of methods would be used with
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a view to achieving maximum exposure. Such promotional activities
may help to motivate people to report additional incidents.
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(b) The such communication/promotion may include notices or statements
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on safety policy/objectives, newsletters, bulletins, safety
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seminars/workshops, orientation program.
or
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Chapter 3
3.4 MONITORING, MEASUREMENT

3.4.1 Objective
Quality Assurance Department (VA) establishes and maintains documented
procedures for planning and implementing the monitoring, measurement
analysis and improvement of quality management system to verify whether
quality activities and related results comply with planned arrangements and
to determine the effectiveness of quality management system that the NOK
implemented.
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3.4.2 Scope
The monitoring and measurement processes shall be implemented and
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carried out in all areas of NOK operations, where their activities have direct
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or indirect effect to quality system implementation.
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or
(a) Quality Assurance Department (VA) is responsible for:
(b) Managing, scheduling, planning, implementing and coordination the
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preparation of auditing document
(c)
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Assign qualified personnel, who are independent of those having
direct responsibility for the qualified activity being audited.
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(d) The head of responsible area or auditee is responsible for taking
nl
timely corrective action and report to VA.

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3.4.4 Guideline
(a) The quality monitoring, measurement and internal audits are carried
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out on a yearly basis to ensure effectiveness of the quality

management system. The audit shall be scheduled on the basis of
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status and importance of the activity to be audited, however,

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maximum period between each audit should be at planed intervals.

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(b) All departments in NOK, whose process can affect products quality
shall be audited based on IOSA, CAAT, the other Authorities, ISO.
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(c) Audit shall be carried out by qualified personnel, who have been
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trained to carry out the task objectively and effectively and are totally
independent of the area being audited.
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(d) The qualified personnel who are assigned as Lead Auditors shall
successfully attend and pass the Certified Lead Assessor Course.
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Also the qualified personnel who are assigned as members of auditing

team shall attend relevant Internal Audit Course.
(e) Audit plans shall be structured to take into account of the individual
characteristics of each area.
(f) Audits shall include local procedures, which shall be checked for
compliance with requirements.
Chapter 3
(g) Results of the audits shall be recorded and reported to head of

responsible area by use of QAR (Quality Audit Report), CAR
(Corrective Action Request) in order to take timely corrective or
improvement action.
(h) Corrective action shall be timely reviewed and shall be followed-up by
auditors.
(i) Records of QAR and CAR shall be maintained by VA.
(j) Significant findings or trends should then be reported to all directors
under PV to review for corrective and preventive actions.
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Chapter 3
3.5 INTERNAL AUDIT

3.5.1 Objective
(a) To define:
(i) The process for conducting the internal audit
(ii) The process for scheduling, conducting, and reporting of the audits
(b) To determine whether the quality management system:
(i) conforms to the Company quality policy and objectives;
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(ii) is effectively implemented and maintained;
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(iii) is in compliance with CAAT Regulations
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(c) To ensure that effectiveness of quality management system is
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continually improve by establish quality-safety checklists to integrate
QMS and SMS system of NOK,
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3.5.2 Scope
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This procedure is applicable to:
All internal QMS audits conducted within NOK; de
The audit of all production units, support functions and product sampling.
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(a) QMS Audit

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(i) PV is responsible for appointing the lead auditor for audit. The lead
auditor is responsible for conducting the audit according to this
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procedure and to report any nonconformity to the auditee and

PV/VA and concerned functions.
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(ii) VA is responsible to determine and select the relevant area or

d
process to be audited
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(iii) QAG shall review and prepare summary of the Internal Audit report
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for management review

(b) Discipline Level Audit
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JA, CQ, TQ, GQ, OX-Q, MQ, OQ, BC are responsible to:
nc
(i) Ensure that Discipline Level Audit Program are established,

documented and carried out within their departments and area of
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responsibility
(ii) Appoint auditors within their departments
(iii) Ensure that the auditors within their departments are trained and
competent.
(iv) Ensure that the audit schedule is established;
(v) Ensure that corrective/preventive actions as consequence of the
audits are implemented and effective
Chapter 3
3.5.4 Guideline
(a) General
(i) The QMS internal audit and Discipline Level Audit program shall
be implemented as a system-wide audit and performance
evaluation program. The program consists of periodical audit at
QMS and Discipline Level Audit. The scope of QMS and
Discipline Level Audit shall at least cover:
 Evaluation of relevant documents to ensure adequacy,
personnel understanding of the contents and compliance
ed
with relevant authority/standards requirements
 Evaluation of the operation and supporting activities to
t
in
ensure that they are carried out according to relevant
manufacturer’s publications and relevant Company
pr
documented procedures
or
 Evaluation of the products that have been released to
service whether they have been carried out according to the
d
Company capability
 de
Review of the corrective and preventive actions are effective
 Review of records and their control and retention
oa
(ii) The internal audit composes of QMS internal audit and
nl
Discipline Level Audit.

ow
(iii) The QMS internal audit consists of process audit. Process audit
is carried out to ensure that all activities affecting quality of the
products and services are carried out according to specified
d
requirement.
if
(iv) Discipline Level Audit shall be carried out by the personnel

d
appointed by the relevant department directors. Discipline Level

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Audit are performed to ensure that the operation/process within

the department has been carried out according to the quality plan
tro
and objectives.
(b) Audit Schedule
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(i) The audit schedule may combine QMS and Discipline Level
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Audit.
 The QMS Audit Schedule shall be prepared by VA.
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 The QMS shall be audited at least once a year except

Station Audit shall be conducted at least once every two
years.
 The Discipline Level Audit schedule shall be prepared by
relevant department directors.
Chapter 3
(c) QMS Audit

(i) QMS audit is a process designed to take a larger view of the
operation in the company than the Discipline Level Audit. Result
of QMS audit is presented in terms of report, Corrective Action
Request (CAR), observations and recommendations. QMS audit
is normally carried out annually. The frequency and extent of the
audits is subject to change depending upon the audit results.
(ii) Annual QMS audit schedule shall be established and maintained
by VA. The plan shall specify the QMS audit schedule. The QMS
ed
annual Audit Schedule shall be signed and dated by VA. Any
produced and distributed copies shall be clearly identified as
t
uncontrolled documents, which are not subjected to update. The
in
original of the QMS Annual Audit Schedule shall be retained and
pr
updated by VA.
NOTE: The QMS Annual Audit Schedule Procedure is stated in
or
QAM.
(iii) VA shall appoint the qualified QMS lead auditors. The appointed
d
QMS lead auditors shall select qualified QMS auditors as
appropriate. de
(iv) Preparation for QMS Audit
oa
 The lead auditor shall select the audit team members.

nl
 For the combined QMS and Discipline Level Audit, the QMS
ow
lead auditor shall be the lead auditor of the team audit.

 The lead auditor shall schedule the audit by coordinating
d
with the relevant department head to ensure that all

concerned personnel are available during audit.
if
 The lead auditor shall inform the head of the department to

d
be auditedby an Memo at least one week in advance, with

lle
the following information

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 The dates and areas to be audited

 The subject to be audited
on
 The name of auditors in the team

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 Request for arrangement of a coordinator during audit

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 Request for arrangement of the attendants for

Opening and Closing Meetings
 Request for arrangement of protective clothing or
equipment, as required
Chapter 3
 The auditors shall create the checklist as an aid to the

memory. The sources of reference and information used to
create a checklist are:
 CAAT regulation, Company Manuals and customers’
requirements
 Company Manual and Work Instruction
 Findings and observation of previous audits
 The scope of a checklist should cover the following items.
ed
 Facilities

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Operational Process
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 Procedure/Work/Instruction/Manual/Documentation/
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Records
 Tools/Equipment/Material
or
 Personnel
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NOTE: The checklists are not quality record;
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however, they should be sent to VA for QMS audit
after each audit, as they may be useful for the
oa
subsequent audits.
(d) Executing the QMS Audit
nl
(i) Opening Meeting. The lead auditor shall conduct the opening
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meeting. Agenda of the meeting may consist of the following

items:
d
 Purpose of the Audit

if
 Reporting Method
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 Role of Guide/Representative
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 Audit Plan
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 Audit Schedule
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 Confirm if any protective equipment or procedures are

involved
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 Answer any questions

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(ii) Collecting Evidence

 The auditor should perform the audit using the checklist.
Expand the checklist where necessary to pursue a
particular line of inquiry.
Chapter 3
 The auditor should collect objective evidence through

interview, examination of documents and observation of
activities. Clues suggesting nonconformities should be
noted if they seem significant, even though not covered by
the checklists and should be investigated. Findings should
be discussed with the Guide/Representative concerned to
ensure that each finding is accurate and understood by
both parties.
 The auditor should check with the Guide/Representative,
preferably at the end of each interview or session, which
ed
he/she agrees with the facts and non-conformities that
have been found. This should not normally be done with
t
in
presence of the auditee involved, as it can originate de-
motivating effect.
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(iii) Audit Report
or
 The auditor should write the report prior to holding the
Closing Meeting to substantiate the finding.
d
 The auditor should provide appropriate recommendation
for improvement. de
 QAR shall be used for report of each audit.
oa
 CAR shall be used for report of each finding.

nl
 Seriousness of the finding and priority of corrective action

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shall be categorized
 VA shall use the “CAR status LOG” for control the issued
d
CAR.
if
(iv) Closing Meeting. The Closing Meeting should be held after the
audit report is completely written and should be carried out as
d
follows:
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 Thank auditees for cooperation, as appropriate. Identify

tro
positive aspects of the department.

 Discuss the findings, particularly the non-conformities.
on
 Finalize the corrective action and time scales. The auditor

nc
shall ensure that the corrective action rectifies the root

causes of the problem.
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 Sign the Corrective Action Request forms and have them

signed by the auditee’s department responsible manager
on nonconformity section.
 Any issue that cannot be resolved should be conveyed to
VA for resolution as appropriate. If a special visit is
required, then this should be noted on the QAR.
Chapter 3
(v) Follow-up Action

 VA will monitor QAR and CAR tracking sheet for review
once a month and ensure closure within the define time-
scale.
 Upon receipt of the CAR answered from the department
beingaudited, VA or delegated personnel shall assign an
auditor,preferable the one who originally carried the audit,
to review and verify whether the corrective actions taken
or proposed to take are sufficient and acceptable.
ed
Subsequently, the auditor shall make an entry in the CAR
“CORRECTIVE ACTION REVIEW” field.
t
 When the target date is reached, the auditor shall verify
in
whether the corrective action is satisfactory and effective.
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Subsequently the auditor shall make an entry in the CAR
“CORRECTIVEACTION REVIEW” field.
or
 If the corrective action is not satisfactory or unacceptable,
the auditor and VA or delegated personnel shall reject the
d
CAR and reissue another one against the same finding
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with a revised target date.
 Upon satisfaction of the corrective action, the auditor and
oa
VA or delegated personnel shall enter a note, sign and file
the original CAR.
nl
(vi) Escalation
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 If the auditor is concerned with the difficulty to review and

verify corrective action such as lack of corrective action,
d
the event of dispute regarding the validity of audit findings,

if
the necessary corrective action be found not to have been

d
commenced, or found repetitively not to have been

completed within the agreed timescale, or corrective action
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that need to take long time to accomplish such as due to

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budgeting reason. The matters shall be escalated to VA for

preliminary solution.
on
 In the event of preliminary action have been taken by VA

and the matters have been unsolved then VA shall
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escalated the matters to PV for further solution.

(vii) Internal Audit Review
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 VA shall review all Internal Audit findings, ideally before

each Management Review meeting. Any significant
findings or potentials shall be highlighted in Internal Audit
Summary Report and submitted as the agenda of QAG
Management Review meeting.
Chapter 3
(e) The Discipline Level Audit Program

(i) Discipline Level Audit shall be carried out to ensure that the
activities within the department are performed in compliance
with relevant requirements; relevant technical data; customers’
requirements and the Company procedures.
(ii) Discipline Level Audit program shall be established and carried
out within all operational departments.
(iii) Results of the Discipline Level Audit may be presented in any
from of report e.g. CAR, observations., as relevant to each
ed
department established format. Result of the audit should be
recorded and used as part of QMS audit criteria. The records
t
shall be maintained by relevant department directors.
in
(iv) The Discipline Level Auditis normally carried out within the
pr
department.
or
3.5.5 Auditor Qualification and Competency Program
(a) Auditors are selected and appointed by PV based on their operational
d
expertise and knowledge of Company activities, but they must not
de
have any daily activity in the functional area to be audited.
(b) They must be capable of understanding English and have specific
oa
knowledge in:
(i) Aviation rules and regulations
nl
(ii) Company quality management system and its policies and

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objectives
(iii) Basic Auditor Training
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(iv) Human performance factors

if
(v) At least 1 years previous fieldwork experience (in accordance

with the field to audit)
d
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(vi) Skills in presentation, communication, negotiation, problem

solving and coaching experience will be added advantage
tro
(c) PV may appoint the following persons, who have been trained and
qualified by PV as auditors:
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(i) Quality control personnel

(ii) Pilot
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(iii) Licensed Aircraft Maintenance Engineer

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(iv) Cabin Leader

(v) Instructor in all area appointed by PV
(vi) External auditor who is knowledgeable in aviation operations
(vii) Responsible Director/ Manager/ Chief / Supervisor or
Nominated operational staff in all area appointed by PV
Chapter 3
(d) Qualification requirement

(i) Lead auditor
 Bachelor degree
 Minimum 5 Audits experience
 Training ; Internal Auditor Course/ Basic Auditor Course or
Audit Technique, Lead Auditor, Aviation SMS, QMS,
AVSEC, ERP and DGR
 1 OJT by Lead Auditor
 Ability to utilize and handling IQSMS Quality Module
ed
appropriately
(ii) Auditor
t
in
 Bachelor degree
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 Training ; Internal Auditor Course/ Basic Auditor Course or
Audit Technique, Company SMS, QMS, AVSEC, ERP and
or
DGR
 2 OJT by Lead Auditor
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 de
Ability to utilize and handling IQSMS Quality Module
appropriately
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(e) Auditor Currency
nl
Auditors and Lead Auditors shall continually improve their

competence. Auditors shall maintain their auditing competence
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through regular participation in the audit and continual professional

development. This may be achieved through means such additional
d
work experience, training, private study, coaching, attendance at

meetings, seminars and conferences or other relevant activities.
if
Auditor knowledge and skills can be acquired using combination of

d
the following;
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(i) Formal education/training and experience that contribute to the

development of knowledge and skills in the management system
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discipline and area the auditor intends to audit

(ii) Training programs that cover generic auditor knowledge and skills
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(iii) Experience in a relevant technical, managerial or professional

position involving the exercise of judgement, decision making,
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problem solving and communication with managers,

professionals, customers and other interested parties
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(iv) Audit experience acquired under the supervision of an auditor in

the same discipline
(v) Complete at least 2 audit every 12 calendar months to maintain
currency. If an auditor becomes un-current for any reason he/she
shall conduct 1 audit as an observer to regain currency
Chapter 3
(f) Recurrent Training

To continue improvement of auditor knowledge and understanding
necessary to effectively conduct audits the Corporate Quality
Management Director shall ensure the recurrent training curriculum
provides information that updates and refreshes auditor knowledge
with regards to the CAAT regulations and company standards. The
curriculum typically addresses the following subject areas, including
but not limited to:
(i) Application of audit principles, procedures and techniques;
(ii) Planning and organizing work effectively;
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(iii) Conducting the audit within the agreed timescale;
t
(iv) Prioritizing and focusing on matters of significance;
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(v) Collecting information (i.e. audit evidence) through effective
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interviewing, listening, observing and examination of documents,
records and data;
or
(vi) Understanding the appropriateness and consequences of using
sampling techniques for auditing;
d
(vii) Verifying the accuracy of collected information;
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(viii) Confirming the sufficiency and appropriateness of audit evidence
to support audit findings and conclusions;
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(ix) Assessing those factors that can affect there liability of the audit
findings and conclusions;
nl
(x) Using work documents to record audit activities;

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(xi) Preparing audit reports;

(xii) Maintaining the confidentiality and security of information;
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(xiii) Communicating effectively, either through personal linguistic

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skills or through an interpreter

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The recurrent training course will be conducted as a minimum of once

lle
during every two (2) calendar years to ensure each Auditor on its
approved list of internal auditors maintains a current qualification
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Chapter 3
3.6 AUDIT PLANNING

3.6.1 Objective
To ensure that the Quality and Safety System continues to operate in line
with Corporate Quality, Safety and Security Department specified policies,
procedures, CAAT Regulatory Requirements.
Improvement to the Quality and Safety System are identify and initiated.
3.6.2 Scope
The areas to which this procedure applied are all operational units and
ed
related support functions within NOK.
t
in
PV is responsible to approved and maintain the annual internal audit plan.
pr
PV is responsible for appointing the audit team to perform the audit within
or
the department.
The Corporate Management Director are delegate to take the responsible
d
for appointing the audit team from qualified auditor.
de
The Corporate Management Director are responsible for managing the
follow-up and review the Corrective Action.
oa
The audit team leader/lead auditor is responsible for conducting the audit
nl
as per this procedure and to report any non-conformity to head of

responsible area.
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The audit team leader/lead auditor is responsible to ensure that all Scope
of Audit shall be assess.
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3.6.4 Guideline
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(a) Internal quality and safety audit schedule

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The annual internal audit schedule shall be established on January to

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December basis, which identify as the following

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(i) Each department of the NOK, which will be audit at least once a
year. The frequency is subject to change depending on the
on
basis of the past audit results.

(ii) Audit schedule shall ensure that at least all CAAT requirements
nc
shall be assess annually. The requirement shall be clearly

identify in Scope of Audit.
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(iii) Audits to follow up previous safety audits, where corrective

action was proposed or because an undesirable trend in safety
performance was identify cannot always be scheduled in
advance. The overall annual audit schedule would make
allowance for such unscheduled audits.
Chapter 3
(b) Auditor qualification Each auditor shall complete the internal audit
course. The Lead Auditor shall success in the Lead Auditor Course
and all relevant authority requirement. SMS shall be included.
(c) Preparation
(i) The lead auditor shall set up a specific date with the appropriate
Operational Department heads concerned to ensure that all
relevant personnel are available at the time of the audit.
(ii) Lead Auditor shall inform auditee function by using Notification,
about Quality and Safety Audit Plan before the audit. The plan
ed
should have the following detail, but not limited to, as follows:
 Dates, areas, subject/type to be audit.
t
in
 The name of the auditors.
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 The notification shall sign by Lead Auditor or Corporate
Quality Management Director Function and PV.
or
 Audit checklist should be provided to auditee function for
clear understanding the purpose, scope and resource
d
requirement of the audit. de
(iii) The auditor shall prepare a checklist and/or use the pre-
oa
established checklist as an aid to memory. Auditor may modify
pre-established checklist as appropriate to adapt to the
nl
variables/special requirements which applicable to the auditee

organization. The sources of items for a checklist are, but not
ow
limited to, CAAT regulation, ISO 9000, the specify customer

requirement, IOSA, Previous audit results.
d
(iv) Developing Audit Checklist

if
For each audit, the Auditor shall develop an Audit Checklist

d
which defines:
lle
 The scope (i.e., the breadth), taking into account the focus
area of the audit; relevant operational events that have
tro
occurred, and corrective actions implemented from previous

audit(s);
on
 The objectives (i.e., tangible achievements) expected to

nc
result from the audit, normally expressed as a statement of

intent (e.g., to determine compliance with regulatory
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requirements, to establish conformity with standards, to

determine efficiency of operations)
 The points of reference in the specifications, policies,
standards, processes and procedures to be sampled and
verified;
(d) Performance of the audit
(i) Opening meeting
Chapter 3
The opening meeting shall have an Agenda and conducted by

Lead Auditor as the following,
 The purpose of the audit
 Explain the reporting methods
 Confirm the role of Guide/Representative
 Confirm the audit schedule
 Confirm if any protective equipment or procedures are
Involved
ed
(ii) Actual auditing
t
The auditor shall perform according to audit scope, expanding
in
where necessary to pursue a particular line of inquiry. The
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Auditor shall examine objective evidence of the operation of the
Quality and Safety System and record specific information during
or
the collection of this evidence to show that operation is
compliance with the Quality and Safety system including record
all finding. Finding during the audit shall be investigate, and
d
discussed with the Guide/Representative concerned to ensure
de
that each finding is accurate and understood by both parties.
oa
nl
d ow
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d
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nc
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Chapter 3
(iii) Reporting finding

The Auditor shall issue the report of any non-conformities and
observations to head of the responsible areas or his/her
representative. Reporting of any nonconformities should use
Corrective Action Request Form (CAR) or equivalent form. To
reflect the seriousness of finding and to give priority to the
corrective action, the finding shall categorized. (see Table 3.1)
The Quality and Safety Audit Report (QAR) shall be established
and reported to head of responsible area and copy to PV and PA
within 1 week. The observation items shall identify any
ed
recommendation for further improvement in QAR (FIELD
“NOTE”) (Note: Corresponding is not required for observation
t
in
items). The audit report shall have detail enough to descript the
assessment result. The details shall have the followings as a
pr
minimum;
 the Scope of Audit
or
 verified CAAT, IOSA items
d
 assessed authority concerned, item b, documented
procedure number or name de
 audit function or product nomenclature or area
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 conformity/non-conformity objective evidence

nl
(iv) Closing meeting

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Every nonconformities, including nonconformities category, shall

be agree upon between auditor and auditee. The Corrective
d
Action Request Form or equivalent form signed by auditor and

head of responsible area
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(v) Follow-up action

d
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 At the first registration of all CAR, the CAR Status Record

shall be filled up then copy of all CAR shall be filled in
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consecutive numbers against that particular CAR Status

Record. The field “STATUS” shall be left blank.
on
 Once Corporate Management Director received CAR that

was answered from the department being audited. He or his
nc
delegated shall assign a suitable auditor to review and verify

the CAR answer. In addition before closing a CAR, full
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attention shall be given to the assessment of deviations,

non-compliance; real root causes shall be carefully
assessed determined and identified in Verification
Effectiveness Box by the auditor.
Chapter 3
 If the corrective action is unacceptable or the root cause

analysis is insufficiently analyzed or the action taken to
prevent recurrence of nonconformity is ineffectively.
Corporate Management Director will reject this CAR and
reissue the new revision of CAR, as a R1, a revised target
date shall be agreed. The field "CAR No." shall reinitiated
with the revision no., the corresponding field "CAR DUE"
shall also be revised.
 In case of corrective or preventive action, including
ed
reviewing process has been taken long due to insufficient
information or has been waiting for further information from
t
auditee, the auditor or CAR reviewer shall report status to
in
Corporate Management Director and update data in CAR
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system to reflect pending status.
 Escalation
or
 If the Auditor is concerned with the difficulty to review and
verify corrective action such as take long time to accomplish
d
the corrective action due to the budgeting reason., the CAR
de
shall escalated to PV for preliminary solution.
 In the event of preliminary action have been taken by PV
oa
and the matters have been unsolved then PV shall
escalated the matters to PA for further solution.
nl
 Review of internal quality and safety audit

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 PV shall review the findings of all recent audits on a regular

basis. Any significant findings or trends should be collect as
d
Internal Quality and Safety Audit Summary Report and

if
presented to the QRB/SRB.

d
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Chapter 3
3.7 CORRECTIVE ACTION REQUEST (CAR)

3.7.1 Objective
This procedure defines the method of completing of the Corrective Action
Request form.
3.7.2 Scope
This procedure covers the recording of Nonconformity, Corrective or
Improvement Action during the performance of Internal Quality Audit until
the Nonconformity has been rectified. (See Chart 3.1)
ed
t
It is the responsibility of the Auditor to write the Nonconformity items and
in
details of corrective action request form.
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It is the responsibility of the Concerned Operation Department or the
Department being audited to write details of corrective action taken or
or
proposed to take including timescales.
3.7.4 Guidline
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(a) de
All Nonconformity items found during performance of Internal Quality
Audit are to be recorded in this form principally in English, in particular
oa
case it can be recorded in Thai accompanied with English. (capital or
print letter is preferable in case of hand written) One nonconformity
nl
item shall be recorded per one CAR.

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(b) Information in the CAR should be accurate, non-standard abbreviation

should be avoided.
d
(c) Pencil shall not be used since CAR is treated as a quality document.
if
(d) The reference number of CAR should be run by the following unique
number (field 1)
d
PV/XXX is allocated for PV’s CAR running number

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(e)
(f) The auditor shall fill the information in the following field
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 Field 1 : CAR running number.

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 Field 2 : Reference QAR No.

 Field 3 : Area being audited.
nc
 Field 4 : CAR subject, it should be corresponded with the

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nonconformity which are founded.

 Field 5 : Applicable Standard, Requirement of Regulation, related
QAM and / or Internal Procedure (if any) should be mentioned as
a reference.
 Field 6 Type of Audit if External Audit should be mentioned the
external agency name. (e.g. CAAT, Customer).
 Field 7 : Required Response Date as agreed by the auditee but
not exceed 2 weeks from the issued date.
Chapter 3
 Field 8 : Categories of Non-conformity 1, 2 or 3 (See Table 3.1).

 Field 9 : Statement of non-conformity found in the area being
audited.
 Field 10 : For Internal Audit, name, signature and date of auditor
shall be &22 filled. For External Audit, Head of Department
Concerned with the area being audited shall be signified in name,
signature and date.
 Field 21 : Auditor shall review and verify the effectiveness of
corrective action has been taken.
ed
 Field 23 : mark “ / “ if Accept.
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 Field 24 : mark “ / “ if Reject.
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 Field 25 : Head of Auditing function ‘s name, signature and date
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(Internal Audit). For External Audit, Director of shall signify the
acceptance.
or
Note: The Auditee, Supervisor, Department Manager, Guide,
Representative or Head of the area being audited shall fill the
d
information in the following field.de
 Field 11, 14, 17, 20 : Department Head or Supervisor of area
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being audited ‘s Name, Signature and date.
 Field 12 : Details of Corrective action taken or proposed to take
nl
including timescales. Action taken to eliminate the cause of

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detected nonconformity or other undesirable situation shall be

identified and filled in.
d
 Field 13,16,19 : Name, Signature and Date of Supervisor or staff

who supervise the connective action, root cause analyses action
if
taken prevent recurrence of nonconformity respectively.

d
 Field 15 : Details of root cause analysis which routed though the

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origin of problem. The root cause of non conformity shall be

identified and filled in.
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 Field 18 : Details of action taken to prevent recurrence of

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nonconformity. Action taken to eliminate the cause of potential

nonconformity defect or ether undesirable situation in order to
nc
prevent occurrence shall be identified and filled in.

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Chapter 3
Category Finding Corrective Action
1 A non-compliance and/or non- Immediate rectification within

conformance that poses a threat to 7 calendar days after audit
airworthiness; authority approval and closing meeting.
mandatory or safety issues.
2 A non-conformance with approved Corrective action within agreed

procedures, requirements or quality time period, not exceeding 30
ed
standards calendar days after audit
closing meeting.
t
in
3 A non-conformance with documented Corrective action is required
pr
procedures or process, which is not within 60 working days after
or
directly related to safety and quality. audit closing meeting.
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Table 3.1 Categories of Non-Conformity/Finding
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oa
nl
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Chapter 3
Plan Audit /
Inspection
Inform Auditee by
issuing Notification
Create Audit
ed
Questionnaire for
preparation of Auditee Non-conformities
t
and observations
in
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Open Meeting
Issue the Quality
or
Report of Non-
conformities and
No
d
observations
Audit process
de
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Close Meeting Work on findings
Reject Corrective Action

nl
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Establish Quality
Yes Report and Verify
d
Verify
by PV
Corrective
if
Action
Yes No
d
Conformity
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Accept Not Accept

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Issue the Quality Internally Close

Report
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Validate Corrective
Approve by PV Action
Close Audit
Chart 3.1 Audit Process Chart
Chapter 3
3.7.5 Corrective/ Preventive Action Procedure

(a) It is the responsibility of the department addressed in the Corrective
Action Request (CAR).
(i) To determine and initiate corrective action required to correct a
nonconformance will not re-occur.
(ii) To respond to the audit findings by completing the action taken
section of the Corrective Action Request (CAR) for each item.
(b) Once received the nonconformities and observations report, auditee
shall identify any recommendations for improvement and write the
ed
Corrective/Preventive Action responds as follows;
t
(i) Details of Corrective action taken or proposed to take including
in
timescales. Action taken to eliminate the cause of detected.
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nonconformity or other undesirable situation shall be identified
(ii) Details of root cause analysis which routed though the origin of
or
problem.
(iii) Details of action taken to prevent recurrence of nonconformity. Action
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taken to eliminate the cause of potential nonconformity defect or
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ether undesirable situation in order to prevent occurrence.
(iv) Validation of the effectiveness of corrective actions taken, and the
continuing evaluation of Quality Management System. NOK may use
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appropriate method for Validate Corrective Action of non-conformity
such as audit, inspection, and/or surey.
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3.7.6 Storage
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Departments can choose to store their active records on-site, or, with
permission, in an off-site storage facility. All on-site records centers and off-
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site storage facilities that Nok Air uses must protect records from threats
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such as fire, pests, theft and water damage.

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Permanent records must be stored on archival-quality media and in

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containers appropriate to long-term preservation.

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Chapter 3
3.8 THE SELECTION AND USE OF OUTSOURCING AND SERVICE

PROVIDER
3.8.1 Objective
The purpose of this chapter is to describe the corporate requirements
applicable to the use of products and/or services from external outsourcing
or service providers which might have an influence on the quality of the
operations and/or on the quality of services provided to our customers.
3.8.2 Scope
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This chapter covers the use of products and/or services provided by external
outsourcing or service providers in handling, operating, maintaining, or
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servicing the aircraft, as well as in providing security services for
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operations.Furthermore, guidelines are provided for situations in which NOK
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is forced to use a designated supplier, outsources or service providers, e.g.
local ATC services, security services provided by local airport authorities,
or
weather information services, the aircraft manufacturer’s documentation
systems, aircraft fuelling services, de-/anti-icing services.
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All departments shall control their processes to ensure that products and/or
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services acquired from external outsourcing or service providers conform to
NOK requirements.
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Operational Heads (OS, PT, OC, OG and OJ) are responsible for the
establishment and documentation of procedures applicable to the
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requirements and procedures of their respective departments for the

selection and use of outsourcing or service providers of products/services
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affecting the quality of operations.

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Station managers are responsible for monitoring and ensure outsourcing or

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service providers at responsible station are conducted in a manner that

meets NOK’s quality requirements.
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3.8.4 Guideline
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When NOK establish contract or agreement with outsourcing or service

providers, such contract or agreement shall identify measurable
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specifications that can be monitored by NOK to ensure requirements that

affect quality of NOK are being fulfilled by the service provider.
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NOK may use appropriate method for monitoring performance of service

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provider such as auditing, inspection and/or performance service of level

agreement.
Measurable specifications in contract or agreement may include program,
procedures and/or quality requirements such as
(a) De-/Anti-icing program which may include information of, as a
minimum,-
(i) Cover all locations where NOK’s flights might be conducted in
ground icing conditions
Chapter 3
(ii) Ensure adherence to the clean aircraft concept

(iii) Define responsibilities within the program
(iv) Address application locations within the route network
(v) Define area of responsibilities
(vi) Specify technical and operation requirements
(vii) Specify training and qualification requirements
(b) Aircraft fuelling operation requirements which may include information
of
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(i) Process to ensure, during fuelling operations with passengers or
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crew onboard the aircraft
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(ii) Procedure that establish fuelling safety zone
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(iii) Requirement or restrictions and limitation for the use of devices,
conduct activities and operation of vehicles and ground support
or
equipment’s within the safety zone
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(c) Operation head and concerned function shall have processes to
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ensure a contract or agreement is executed with external service
provider that conduct outsourced operations, maintenance or security
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operations for NOK.
(d) The type and extent of methods to control these shall be depended
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on the effect of the product/service upon the final product and/or

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service.
(e) The procedures contained in the manuals of each department shall
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include methods for evaluation, acceptance, and follow up of

outsourcing or service providers.
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(f) External outsourcing or service providers shall be evaluated and

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selected based upon their documented or assessed ability to supply

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products and/or services in accordance with NOK requirements.

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(g) The assessment of outsourcing or service providers shall include an

evaluation of the supplier’s competency, experience, capacity, quality
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system, audit reports, certificates, formal approvals, and/or former

relations as applicable to specific NOK requirements.
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(h) In case of “Wet lease”, performance monitoring of external

organization is performed to ensure that operational safety and
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security requirement are being fulfilled.

(i) Whenever NOK is dependent upon products and/or services provided
by a single outsourcing or service provider, and where pre-
qualification of the outsourcing or service provider cannot be
determined, the affected department shall seek information about the
outsourcing or service provider from all available sources and monitor
the quality of the outsourcing or service provider products and/or
services to ensure his capability to deliver consistent products in
conformity with accepted standards. In such cases, adequate and
Chapter 3
effective methods shall be used to avoid threats to the safety and

quality of operations.
(j) Products from external outsourcing or service providers, which
directly affect the safety or security of operations or the airworthiness
of aircraft, are accepted only when meet required technical
specifications prior to utilization in the conduct of operations or aircraft
maintenance.
(k) Information about outsourcing or service providers should be made
available to other departments, as applicable, to enhance the
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effectiveness of the NOK quality improvement system.
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Chapter 3
3.9 COOPERATION WITH AVIATION AUTHORITIES

3.9.1 Objective
Since NOK is the national carrier of Thailand, based in Thailand and
registered with the State of Thailand, the CAAT represents the State in its
obligation (in accordance with ICAO Standards and Recommended
Practices) to oversee and ensure the safety of NOK operations. Effective,
regular contact and communication are therefore essential between NOK
and the CAAT, as well as with other relevant aviation authorities within
Thailand and other countries, to promote good relations, coordination, and
ed
cooperation in the mutual interest of safe air transportation.
3.9.2 Scope
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This chapter is applicable to cooperation and coordination between NOK
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and the CAAT and/or other relevant aviation authorities in areas involving
operational safety over sight responsibilities and activities to ensure safe air
or
transport.
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CAAT is responsible for: de
(a) Establishing and maintaining a safety oversight program on behalf of
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the State of Thailand in compliance with ICAO requirements to
prevent deficiencies which might create the opportunity for unsafe
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practices
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(b) Fulfilling the obligations and responsibilities of the State of Thailand to

develop and conduct civil aviation in a safe and orderly manner within
the airspace over its territory through:
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(i) Safety oversight functions

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(ii) Provision of technical guidance through qualified personnel

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(iii) Licensing and certification obligations regarding airline

operational personnel
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(iv) NOK aircraft registration and related activities affecting the safety
of the aviation system as a whole in fulfillment of obligations as
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the State of Registry for NOK

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(v) Issuance of the Air Operator Certificate authorizing NOK to

operate aircraft within Thailand and/or internationally in
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fulfillment of obligations as the State of Operator for NOK

(vi) Continual surveillance obligations
(vii) Resolution of safety issues
(c) NOK Airlines Public Company Limited (NOK), as an aircraft operator
of flights within Thailand and internationally, is responsible for:
(i) Obtaining an Air Operator Certificate from the CAAT to conduct
commercial air transport operations
Chapter 3
(ii) Registering every NOK aircraft with the CAAT prior to operation
of the aircraft
(iii) Conducting safe, regular, and efficient aircraft operations and
maintenance
(d) Conducting aviation personnel training for employees, as required
(e) Developing operating instructions necessary for the safety of an
operation
(f) Ensuring that all NOK Operational Departments have internal,
documented procedures in place in compliance with specific CAA
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requirements for each State to which NOK flights operate
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(g) Ensuring operational compliance with the laws or regulations of
in
Thailand and any other State to which NOK aircraft operate
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(h) Ensuring that each Operational Department maintains a reliable
system for disseminating relevant information to personnel concerned
or
and maintaining files about regulations, information bulletins,
requirements, letters, and directives issued by aviation authorities.
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Such files should also include any communication between NOK and
authorities de
(i) Advising the CAAT and/or other relevant authorities with safety over
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sight authority of any findings, occurrences, incidents, or accidents in
the State of Occurrence which would require attention and from them
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for correction /prevention

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3.9.4 Guideline
(a) In accordance with ICAO obligations to ensure safe operations, NOK
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shall comply with all CAAT and other relevant aviation authorities’
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requirements including, but not limited to

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(b) Aircraft Registration and Airworthiness

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(c) Personnel Licensing

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(d) Air Operator Certification

(e) NOK shall willingly submit to inspections of operations conducted by
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relevant aviation authorities.

(f) NOK shall immediately resolve any discrepancies detected by
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relevant aviation authorities during audits and/or inspections.

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(g) NOK shall assist the CAAT as Advisors to the Accredited

Representative of Thailand as required during any accident
investigation involving NOK aircraft in addition to conducting a
concurrent internal airline investigation into the probable cause for
the determination of safety recommendations for the prevention of
future accidents.
(h) NOK shall strive to cultivate and maintain close relationships with
relevant aviation authorities in the interest of promoting safe
practices in operations.
Chapter 3
(i) NOK shall provide any records or documentation concerning

operations, personnel, or aircraft as required/requested by relevant
aviation authorities.
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Chapter 3
3.10 DOCUMENTS MANAGEMENT SYSTEM

Flight safety documents system means a set of inter-related documentation,
compiling and organizing information necessary for flight and ground
operations, and comprising, as a minimum, the operations manual and
general maintenance manual, detailed as per Preface, Administration and
Control, Volumes
Documents other than manuals as specified in Manual List, also need to be
considered as Flight Safety Documents, such as;
 Time Critical Information; Emergency Checklist, NOTAMs.
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 Time Sensitive Information; Performance Manual, Fight Safety Circulars,
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Airworthiness Directive, Service Bulletins.
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 Information that can be grounded based on the phase of operation in
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which it is used; Standard Operating Procedures (SOPs);
 Reference Information; AIP, CAAT Announcement, CAAT Acts &
or
regulations, AOCR, Aircraft Maintenance Manual.;
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 Emergency Checklist, Flight Safety Circular, Performance manual
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checklists and even instructions of a temporary nature.
3.10.1 General
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(a) The purpose of this documents control system is to ensure information
nl
gathering, review and revision control system to process information

and data obtained from all sources relevant to NOK operation
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conducted, including, but not limited to, CAAT, State of design, original
manufacturers and equipment vendors are accurate and up-to-date
d
before dissemination for usage or reference.

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Note: Manufacturers provide information for the operation of specific

aircraft that emphasizes the aircraft systems and procedures
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under conditions that may not fully match NOK requirements. All
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Head of Department shall ensure that such information meets

their specific needs and CAAT.
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(b) Documents shall be reviewed and revised as necessary when

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information resulting from changes within the operations. These

changes include but are not limited to the following:
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(i) changes resulting from the installation of new Equipment;

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(ii) changes in response to operating experience;

(iii) changes in Safety, Security and Quality’s policies and CAAT
required procedures, such as Operations Manual procedure.;
(iv) changes in an Air Operator Certificate;
(v) changes for purposes for maintaining cross fleet
standardization
Chapter 3
(c) NOK overall Flight Safety Documents system shall be reviewed:

(i) on a regular basis (once a year or as necessary);
(ii) After major events (mergers, acquisitions, rapid growth,
downsizing.)
(iii) after technology changes (introduction of new equipment)
(iv) after changes in safety regulations
(d) All information whether received or promulgated internally or
externally which has an impact on safe operations and the
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airworthiness of NOK aircraft will be accurately documented and
readily available for all relevant staff to refer to expeditiously. All
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reference documentation shall be reviewed to ensure that its identity,
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accuracy and continuity are maintained. The ultimate consequence of
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obsolete reference information is a compromise of the safety and
integrity of our operation. NOK is committed to maintain and
or
implement controls on documents and manuals.
(e) Department Heads will establish procedures to ensure the following
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document control functions are accomplished:
(f)
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Examined and approved for adequacy prior to issue;
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(g) Reviewed and updated at regular intervals, with re-approval as
necessary;
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(h) Relevant versions of applicable documents are made available at

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points of use;
(i) Verify that the documents are remain clear, legible, accurate and
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readily identifiable;
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(j) Documents of external origin are identified and their distribution is

controlled;
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(k) Manuals, documents and procedures should be developed taking into

account human factors principles.
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(l) Each manual that contains procedures, or any loose procedure not
contained in a manual, must contain information defining its effective
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revision status. The Department Head should identify who is

responsible for what control activity and how it is to be carried out. All
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documented procedures must be stated in a language and format that

is clear and user friendly.
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(m) Manuscript is prohibited for manual or document establishment and

amendment. Basic format setting of Nok manual is defined in
Appendix A.
Chapter 3
3.10.2 Electronic/Soft Copy Manual

(a) Nok manuals are available in electronic format, maintained in NOK
networks which can be accessed by NOK Staff. QM is responsible for
manuals maintaining. Electronic distribution is performed and
responsible by head of department.
(b) Electronic/soft copied manual should include:
(i) The guidelines as described above
(ii) The electronic/soft copy shall be the most current manual and
any printed pages or copy made is only for reference
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(uncontrolled copied). For a printed copy to be a controlled
copied, the manual approver needs to sign and approve the
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printed copy, and
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(iii) It shall be the responsibility of the manual holder of this copy to
keep it updated.
or
(iv) The electronic/soft copy of an obsolete manual shall be erased
from the electronic systems. For the disposal of obsolete printed
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manual, it shall be shredded to prevent reprint or misuse of
information. de
3.10.3 Control of Manuals and Revisions
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(a) A master copy of each controlled manual is maintained in a secure
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location, NOK network or as applicable. Department Head will be

responsible for approving the contents of and revisions to each
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controlled manual.
(b) Department Head is responsible for reviewing, administering and
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controlling the contents and procedures for each manual.

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(c) Obsolete, invalid documentation shall be destroyed or marked

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obsolete or uncontrolled. Any change or amendment (including its

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description and a pre amendment copy) should be documented and

retained as a record.
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(d) For Manuals, as per Volumes, amendments or revisions must be

concurred and agreed by QSSES and approved by the appropriate
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manual approver, including CAAT. The individual or departmental

(Originator) must provide the appropriate background information
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relating to the revision(s), and where appropriate, revisions must be

identified in the manuals.
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(e) Any Originator seeking improvements or changes to the contents of,

Manuals, shall notify to QSSES in writing or e-mail with all supporting
information (Change Request), where applicable and forward it to
QSSES justification.
(f) Change Request submission shall contain sufficient informations to
identify:
(i) The Originator of the form, Department and Contact Number;
(ii) The pertinent paragraph reference(s)
Chapter 3
(iii) Concise context of the requested change

(iv) Related information or reference documents, if any
(g) Reason for the requested change
(h) QSSES shall review the Change Request and verify conformance to
the requirements and if necessary confer with the Originator. Once
QSSES concurs with the changes request, requested manual shall be
submitted to CAAT for approval or acceptance as necessary.
(i) QSSES shall inform the relevant Head of Department and/or Originator
of the final decision. Company manual amendment process is
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described as per 3.12.8
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3.10.4 Manuals Controlled Distribution Serial Number Format
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Each manual shall be each assigned a serial number for each individual
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controlled copy, both hard and electronic format.
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The NOK Controlled Distribution serial number format is as follows:
(a) Airline Code (NOK)+(Company Department e.g. OS, OG, …,
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PT.)+(manual abbreviation, e.g. Quality Assurance Manual is QAM)+
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a three digit code for distribution location. For example, “000” for any
manual distributed to CAAT
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Example: The Quality Assurance Manual is established under PV
Department; the manual abbreviation is QAM; thus the manual serial
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number will be “NOKPVQAM000”, which is the CAAT copy

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(b) List of Controlled Distribution Location Numbers

(c) CD-ROM or Hard Copies as specified
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Refer to Quality Assurance Manual (Preface 12).

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Note: any manual printed out from E-Distribution shall contain the
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watermark – “Uncontrolled if Printed or Downloaded”.

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Chapter 3
3.10.5 Process Description of Distribution Process

Step 1
After Approval, the Final PDF File and Master Document with the signature
page is forwarded to the Document Management Manager.
The Quality Director will provide the original signed Approval Page.
The Manual Owner will deliver the last revision of the submitted Manual in
PDF format and Word Format.
The PDF Format will be further used in the distribution process; the Word
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Document is stored by the Document Managment Manager as back-up.
Step 2
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The Document Management Manager then scans the approval page and
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adds it to the PDF File to develop a Master PDF File.
Step 3
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Two Versions of Master PDF files shall be generated.
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Version 1 will be for the printing of Paper version Documents.
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Version 2 will be for the electronic distribution.
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Step 4
Version 2 PDF File must get an additional statement added.
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NOTE : The following Phrase must be added to each page of the

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Version 2 PDF file to ensure proper control of the electronic

version:
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“Uncontrolled If Printed or Downloaded”

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Version 1 will then be printed by the Document Management Manager

in Paper in accordance with the Paper Version Master Distribution
d
List.
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NOTE :It must be ensured that the master distribution list is updated
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constantly with any change of manual users. It is the Responsibility

of the Departmental managers to immediately forward the details of
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Employees entering or leaving Nok Air and Documentation is

needed for them to carry out their duties.
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Step 5
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Version 2 is uploaded to Nok IQSMS and Nokintranest by the Document

Management Manager.
All Paper Versions of the Manuals must be numbered for each user in
accordance with the master distribution list.
Chapter 3
Step 6
Distribute all Paper Copies to all manual users as defined in the Distribution
Master Lists and collect acknowledgement of receipts.
“I hereby acknowledge that I have received the “Controlled Copy” of the
manual stated be below and to get familiarized with the contents and
changes in the manual”
Manual Name :
Revision No :
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Approval Date :
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If the Receipt has not been returned within 7 Working Days, follow up on
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any outstanding receipts until all have been received in accordance with
master distribution lists.
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Add the Master Documentation List and Master Distribution Tracking Tool
to the Document Drive.
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Step 7
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The Corporate Quality, Safety and Security Department audits the
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distribution process and raises non-conformities to the relevant departments
where distribution is still outstanding
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3.10.6 Frequency of Review

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All documentation has a life and must be periodically reviewed by staff that
has adequate knowledge and authority to ensure it is a true reflection of the
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function which is performed. Relevant and up-to-date documentation must

be available at all designated work locations for reference and the process
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of periodic review will ensure that obsolete information is removed.

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However, all staff have a duty to report to the department head any
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documentation which they feel is not for its intended purpose.

Unless otherwise specifically stated, all Nok manuals shall be reviewed at
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least once every year or as necessary.

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3.10.7 Document of External Source

Nok Air shall ensure that all required external publications, standards and
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reference material are procured.

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The Document Management Manager maintains a central library of all

documents of internal and external resources under a corporate scheme of
document Hierarchy. For practical reasons some documents are retained at
different departments and subsequently are maintained at a different
location.
If an external document is requested, the concerned department retaining
the document shall forward it to the Document Management Manager.
Chapter 3
External produced
Description Example(s)
information
Manufacturer originated Provide instructions AFM, FCOM, checklists,

documents from an Original AMM, IPC, Wiring diagram
Equipment
Manufacturer (OEM) to
the operational people
to perform their duties
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Regulatory originated Provide information to IATA, ICAO, CAAT,AOT etc.
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documents the operator with
regard to regulations
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and mandatory
or
requirements
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Chapter 3
3.10.8 Company Manual Amendment Process Chart
Change Request received or

change initiated by HOD
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Prepare, Review and Review proceduremanual by HOD
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Present Manual to QSS for review and concur
or
CAAT Required Non CAAT Required
Approval & Acceptance Approval & Acceptance
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Type
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QSS concurs and agree QSS concurs and agree
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with the revision or issue with the revision or issue

then will submit to CAAT for then sign in LEP to manual
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approval and acceptance

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After receive the approval

QM will email
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QM will email to
notify relevant HOD
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notify relevant HOD

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HOD is responsible to HOD is responsible to

distribute to Hard copy or distribute Hard copy or CD-
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CD-ROM all concerned ROM to all concerned

parties parties
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QSS will verify the distribution completion
Chapter 3
3.11 RECORDS MANAGEMENT

3.11.1 General
(a) Quality (Responsible) Person will retain all relevant quality records
(including audit and inspection documentation). Unless otherwise
stated and/or specified by the Authority, all quality management
system records are generally retained for 5 years or as CAAT specific
requirements, in both electronic and hardcopy format. Where
electronic records are maintained, a means to ensure that a separate
backup copy both in-house and off site should be in place.
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(b) As a minimum, the following records must be retained (either in
electronic and/or hardcopy formats):
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(i) Training and authorization records.
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(ii) Aircraft maintenance & servicing records.
or
(iii) External/Internal Audits and associated forms/reports/records.
(iv) Minutes of meetings.
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(c) It is the responsibility of the Quality (Responsible) Person to ensure
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that the management and control system for the retention of the
relevant quality records can provide the following:
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(i) Legibility;
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(ii) Easy identification and fast retrieval;

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(iii) Reliable protection from fire and flood and theft;

(iv) Efficient maintenance and retention periods shall be identified
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by each responsible department and meet CAAT requirements

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or relevant agreements;
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(v) Safe disposal, deletion (electronic records) and archiving.

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3.11.2 Records
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Records are documentary materials that must be kept by the legal definition
of records in accordance with the CAAT.
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When it is difficult to decide whether documents are records or non-records,

staff should treat them as records.
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The following guidelines apply to managing records :

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Records must be kept in a secure safe archive where they are protected
from weather, fire and any elements that can damage or destroy them.
Records may only be destroyed after the specified Retention periods have
expired.
Chapter 3
3.11.3 Identification Records

Identifying the records that support Nok Air’s work is the foundation of a
successful records management system. Records vary widely in physical
forms or characteristics. They may be in paper, electronic, audiovisual, or
other media.
Nok Air’s records must contain documentation that is "adequate and
proper." That is, the records must show a clear picture of how Nok Air
conducts its business and makes its decisions
The record must be clearly documented, so that the content and context can
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be understood by someone unfamiliar with the activity, action, decision or
transaction. Examples of the forms/Records used must be described as
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annexes in the Operational Manuals.
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3.11.4 Storage and Retention period
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(a) Document
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Departments can choose to store their active records on-site, or,
with permission, in an off-site storage facility. All on-site records
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centers and off-site storage facilities that Nok Air uses must protect
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records from threats such as fire, pests, theft and water damage.
Permanent records must be stored on archival-quality media and in
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containers appropriate to long-term preservation.
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(b) Storage period

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(i) The Document Storage Period is as follows;

(ii) Information used for the preparation and execution
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of the flight
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Document Retained by Time to be kept

Flight Release/ Station Manager
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6 months
Copy OCC
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Manager
OFP 6 months
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OCC
Manager
Weather & NOTAM 6 months
OCC
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Load Sheet and Trim Manager

6 months
Chart OCC
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Manager
NOTOC 6 months
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OCC
Manager
FLT INFO/STATISTICS 6 months
OCC
Chapter 3
(iii) Report and Training Records

Manager
Voyage Report 3 years
OCC
Head of
Air Safety Report Flight 3 years
Operations
Head of
Incident Report Flight 3 years
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Operations
Head of During Employment
All training Records
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Training Period
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Head of
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Flight Journey Log Flight 5 years
Operations
or
Head of
Flight Crew Duty Time Flight 5 years
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Operations
Corporate Quality
Records
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Corporate
Quality 5 years
Director
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Security
Security Incident Report 5 years
Manager
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Chapter 3
(iv) SMS Documentation

Flight Data Analysis Manager
3 years
Report FDA
Safety Report
Incident/Accident
Investigation Report
Confidential Report
Safety / SMS Audit
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Report
Corporate
Periodic Analysis of 5 years
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Safety
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Safety Trends / Indicator
Minutes of SRB and SAG
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meetings
Hazard Reports and Risk
or
Management
Documentation
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Chapter 3
3.11.5 Tracking system

(a) Offices should implement a tracking system for retrieving and
checking out records from its recordkeeping system. The system
should include, at a minimum, chargeout cards that are placed in the
record's location in the filing cabinet or shelf to indicate:
(i) file code and any internal identifiers;
(ii) title on the folder(s);
(iii) date on the folder(s), if applicable;
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(iv) name and room number of the person charging out
the record(s); and
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(v) date charged out.
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(b) When returning the record, office staff should:
(i) remove the chargeout card, and
or
(ii) replace the record in the location noted on the file
plan.
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Chapter 3
3.11.6 Security
(a) Each office must maintain its records securely, protecting the integrity
and confidentiality of the records as appropriate. The criteria for
determining the level of security control should include the sensitivity,
value and replaceability of the information.
(b) Offices should secure records by:
(i) Placing records into the office recordkeeping system.
(ii) Ensuring the office's file plan is updated on a regular
basis.
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(iii) Tracking the location of records at all times, using a
manual or automated system.
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(iv) Performing timely follow-up on records that have
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been checked out of the recordkeeping system.
(v) Returning records to the recordkeeping system at the
or
conclusion of the check-out time or upon termination
of employment.
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(vi) Developing procedures to protect sensitive records,
de
allowing access only to authorized individuals.
oa
(c) Shredding or otherwise completely destroying records containing
sensitive information at final disposition.
nl
3.11.7 Responsibilities
ow
Each Department is responsible for the proper storage and maintenance of

their generated Records and the compliance with the relevant retention
d
periods.
The Corporate Quality, Safety and Security Department will monitor this
if
process and conduct audits on an a regular basis to ensure compliance.

d
As long as a record remains effective and is used, the relevant Department

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must have the original copy of every revision ready for reference.
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Chapter 3
3.11.8 Archieve Process
Task Responsible Step
Record for Archiving Operational Department 1
Bind Records in Operational Department 2

Specified Box
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Mark Box Operational Department 3
or
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Short Term
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Archiving Operational Department 4
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nl
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Desrtoy Operational Department 5

Shred/Burn Records
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if
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Step 1 :
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Identify the record and decide whether to archive or destroy by tearing up

the record or shredding it.
Step 2 :
Bind Record in appropriate envelope or Cardboard Box.
Chapter 3
Step 3 :
Mark the Box/envelope and include the following Information on the Label
(a) Department
(b) Fleet
(c) Record Description
(d) Date of first and Last Record
(e) Disposition Date
Step 4 :
ed
Once a record is no longer used in the daily operations, it must be put into
the short term archive within the department.
t
in
Store Record in the Short Term Archive within the Office ensuring records
pr
are protected from threats such as fire, pests, theft, natural disasters and
water damage. If this can not be ensured, move it to the Central Archive.
or
Step 5 :
d
When the disposition date has been reached and after Cross-verification
and agreement with the department head, the records are destroyed by
de
either shredding or burning.
oa
nl
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d
if
d
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Chapter 3
3.12 PRODUCT QUALITY CONTROL
3.12.1 Objective
To ensure that aircraft materials, tools, equipment and operational product
purchased from vendors/subcontractors conform to specified requirements
and statutory requirements.
3.12.2 Scope
This procedure is applicable for the purchase of aircraft materials, tools,
equipment and operational product required for NOK and its customers
ed
(a) PE is responsible for settlement of all invoices of purchase order and
t
in
service order.
pr
(b) Material Planners are responsible for releasing the PO according to
the product technical requirements to vendors/subcontractors.
or
(c) Function who requests tools, equipment and/or operational product is
responsible for:
d
(d) specification, verification and approval of aircraft Tools and Equipment
(T/E); de
verification of purchased aircraft material at subcontractor’s premises,
oa
(e)
if it is necessary
nl
(f) The Outsourcing and Service Provider Selection Committee appointed

by Operational Heads, each Operational Heads (OS, PT, OC, OG and
ow
OJ) is responsible for evaluation and approval of Outsourcing and

Service Provider.
d
(g) Committee is responsible for:

if
(h) specification, verification and approval of aircraft tools and equipment

d
(T/E);
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(i) verification of purchased aircraft material at subcontractor’s premises,

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if it is necessary (First Article Inspection for BFE for instance passenger

seats and galleys)
on
(j) Quality Department is responsible for evaluation and approval of new

vendor, new subcontractor of maintenance services of aircraft material.
nc
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Chapter 3
3.12.4 Guideline
(a) Aircraft Materials for NOK Fleet and International Customer
(b) The responsible Material Planners shall determine spare part
number(s) and quantity required for aircraft maintenance and release
required parts to TM for purchasing.
(c) TM shall purchase aircraft materials from the vendor on the Approved
Vendor List.
(d) If vendor offers alternate/interchangeable part number, TM shall
provide the data to the responsible Material Planners for
ed
verification/coordination with the responsible engineering (TE) for
verification.
t
in
(e) TM shall perform goods receipt and receiving inspection process for
incoming aircraft materials.
pr
(f) TM shall store and maintain the aircraft materials in proper
environment to prevent damage or deterioration of aircraft spare parts.
or
(g) All invoices of purchase/repair orders shall be paid by PE. In case of
d
unmatched Invoices, the unmatched invoices shall be verified by TM.
(h) Serviceable Aircraft Materials de
oa
(i) TM shall request a quotation, significant and necessary materials data
stated below from the Approved Vendor List on basis of their ability.
nl
(i) unit price

ow
(ii) historical data

(iii) airworthiness approval certificate
d
(iv) certificate of no incident that such material(s) has not been

if
removed from an aircraft or engine that was subjected to extreme

stress as in an incident or accident or fire, and that the material(s)
d
itself has not been subjected to extreme stress or heat as in a

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warehouse fire, and was not obtained from any government or

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military sources
(j) TM shall purchase serviceable aircraft materials from the Approved
on
Vendors.
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Chapter 3
3.13 QUALITY SYSTEM TRAINING
3.13.1 Objective
To identify training needs, maintain training record and provide the training
for all Quality personnel.
3.13.2 Scope
This procedure applies to training of the personnel whose activities are
affecting quality and safety of the products and environmental impacts.
ed
(a) It is the responsibility of the PV to establish the quality training program
according to the training needs identified.
t
in
(b) It is the responsibility of the VA to ensure that training needs of all
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personnel in his department are identified respective to the duties,
responsibilities and activities.
or
3.13.4 Guideline
(a) Training and Competence
d
(i) Sufficiently knowledgeable
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All personnel under VA shall be trained in order to ensure that they are:
and competent for their
oa
responsibilities and activities.
(ii) Aware of the importance of conformance with the safety, quality
nl
and environmental policy, procedures and with the relevant

ow
requirements.
(iii) Aware of their responsibilities in achieving conformance with the
d
safety, quality and environmental policy and procedures and with

the relevant requirements, including emergency preparedness
if
and response requirements.

d
(iv) Aware of the significant impacts, actual or potential, of their work

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activities and the environmental benefits of improved personal

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performance.
(b) Quality Training Needs Identification
on
Training needs shall be identified to ensure that the personnel are

trained according to duty and responsibilities. Immediate VA shall
nc
identify the training needs for the subordinates under his

responsibilities and shall ensure that they are trained accordingly. The
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training needs, are as follows;

(i) QMS for Managers
(ii) Internal Audit
(iii) And/or Aviation Internal Audit
(iv) And/or QMS Lead Auditor
Chapter 3
3.14 QUALITY AUDIT REPORT (QAR) FORM RECORDING PROCEDURE
3.14.1 Objective
To define the method of completing the Quality Audit Report Form.
3.14.2 Scope
This procedure cover the recording and write up details and conclusion
during the performance of Internal Quality Audit and External Quality Audit.
(a) It is the responsibility of the Auditor to prepare Quality Audit report for
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internal quality Audit.
t
(b) It is the responsibility of PV or VA to review and approved Quality Audit
in
Report for Internal Audit.
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(i) It is the responsibility of Auditor which assigned by PV or VA to
prepare Quality Audit Report for External Audit.
or
(ii) It is the responsibility of by PV or VA to review and approve
Quality Audit report for External Audit.
d
3.14.4 Guideline
(a) General
de
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(i) The information and conclusion from finding found during the
nl
performance of the Audit are to be recorded in QAR principally in

English, in particular case it can be recorded in Thai accompanied
ow
with English. (capital or print letter is preferable in case of hand

written).
d
(ii) All non-conformity item shall be recorded in CAR and attached to

if
QAR.
d
(iii) Information in the QAR should be accurate, non-standard

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abbreviation should be avoided.

(iv) Pencil shall not be used since QAR is treated as a quality
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document
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(v) The reference number of QAR should be running by the following

unique number
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(vi) PV-AA-NNN/YYYY is allocated for PV QAR running

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(vii) AA is Function code of Auditee

(viii) NNN is running number of Audit which Auditee to be Audited in
the year
(ix) YYYY is the year which Audit to be performed
(x) All checklists used shall be retained
Chapter 3
3.14.5 External Audit

(a) BBBB – NNN / YYYY
(b) BBBB is abbreviations of Civil Aviation Authority/Customer
(c) Auditor/External Auditor
(d) NNN is running number of Audit which perform by Auditor in the year
(e) YYYY is the year which Audit to be performed
(f) The Auditor shall fill the information in the following field
(i) Field 1 : QAR running number
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(ii) Field 2 : Page of QAR / Total page of QAR & CAR
t
(iii) Field 3 : Name of Lead Auditor / Auditor
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(iv) Field 4 : Date of Audit Perform
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(v) Field 5 : Audit report distribution
or
(vi) Field 6 : Area / Location of Audit / Department Audited
(vii) Field 7 : Objective of Audit
d
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(viii) Field 8 : Documents that Audit conducted against.
(ix) Field 9 : Conclusion from the Audit results.
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(x) Field 10 : Name of Auditees.
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(xi) Field 11 : Job title of Auditees.

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(xii) Field 12 : Agreed Date to respond corrective action taken or

proposed to PV/VA Department.
d
(xiii) Field 13 : For internal Audit, name, signature and date of auditor
if
shall be filled. For External Audit, name, signature and date of

PV/VA Concerned shall be filled for External Auditor.
d
lle
(xiv) Field 14 : For internal Audit, name, signature and date of PV/VA
Concerned shall be filled, For External Audit, name, signature and
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date of PV/VA shall be filled for External Auditor.

(xv) Field 15 : Additional Note or observation items and numbers of
on
CAR
(xvi) issued shall be filled.
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Chapter 3
3.15 EXTERNAL AUDIT-QUALITY AUDIT PROCEDURE
3.15.1 Objective
(a) Coordination with Civil Aviation Authority for NOK activities to ensure
appropriate responses are obtained from the department concerned
within NOK and that corrective action is effective.
(b) Coordination with other operators/customers for use and approval of
NOK facilities results in accommodate customer specific requirements.
3.15.2 Scope
ed
The areas to which this procedure applied are all production units and
related support function within NOK.
t
in
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(a) It is the responsibility of the department addressed in the Corrective
Action Request
or
(i) To determine and initiate corrective action required to correct a
non-conformance will not re-occur.
d
de
(ii) To respond to the audit findings by completing the action taken
section of the Corrective Action Request (CAR) for each item.
oa
(iii) To provide all information and records to VA.
3.15.4 Guideline
nl
(a) General
ow
(i) The information and conclusion from finding found during the
d
performance of the Audit are to be recorded in documentation

principally in English, in particular case it can be recorded in Thai
if
accompanied with English.(capital or print letter is preferable in case

d
of hand written).
lle
(ii) All non-conformity item shall be recorded.

tro
(iii) Information should be accurate, non-standard abbreviation should

be avoided.
on
(b) VA will provide all necessary information to VS for futher actions and/or
safety risks assessment prior closing closing the finding.
nc
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Chapter 4
Quality Forum
4 QUALITY FORUM
4.1 QUALITY REVIEW BOARD (QRB)
4.1.1 Mission
The purpose of the NOK Quality Review Board (QRB) is to ensure that at all
times NOK has effective systems and processes in place to provide the best
practicable management of critical.
4.1.2 QRB Membership
The members of the QRB are:
ed
(a)
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Chief Executive Officer (PA) Chairperson
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(b) Chief Support Officer (PB) Committee
or
(c) Chief Financial Officer (PE) Committee
d
(d) Chief Operating Officer (PO) de Committee
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(e) Chief Commercial Officer (PS) Committee
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Senior Vice President, Flight

(f)
Training & Operations and Committee
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Onboard Experience (OA)

Senior Vice President, Aircraft
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(g)
Maintenance and Airport Committee
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Operations (OB)
Vice President, Corporate
d
(h)
Quality, Safety, Security, Secretary
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Environment and Support

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Chapter 4
Quality Forum
The responsibilities of NOK Quality Review Board are:
(a) To ensure that NOK has an effective quality management system and
programme in compliance with regulatory requirements and in
comparison with the best practice in the Aviation Industry
(b) To review regular reports on quality and ensure that remedial actions
have been initiated, assess the level of compliance with the
management plan
(c) To report to the Board as and when appropriate on quality and enterprise
ed
wide that multi-divisional in nature.
(d) To review operational planning process which includes quality outcomes
t
in
and allocation of necessary resources
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(e) To assess opportunities for improvement and the need for changes to
the system, including, but not limited to, organizational structure,
reporting lines, authorities, responsibilities, policies, processes and
or
procedures, as well as allocation of resources and identification of
training needs
d
(f) de
Evaluating the need for changes in the corporate quality system in
regard to policy, scope, and objectives
oa
(g) Considering, approving the company policy and objectives of the
corporate quality management system
nl
(h) Establishing targets and goals on the corporate quality performance of

ow
the company
(i) Ensuring continuity of a functioning management systems throughout
d
the organization which provides positive control over the operational

if
quality
d
(j) Having a system of accountability to ensure the effectiveness and

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integrity of the QMS

(k) Identifying and assigning responsibility within the management systems
tro
to ensure compliance with regulatory requirements and established

internal standards
on
(l) Ensuring that quality imperatives are included in the job descriptions and
responsibilities of senior management.
nc
(m) Monitoring performance by reviewing and evaluating audit results,

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statistics, trends, and other measurements which might identify any

weaknesses or deviations within the corporate quality system of the
company for corrective action
(n) Considering, approving, and directing programs in selected areas where
there is a potential for development and improved performance to
promote quality in operations
(o) Managing risk effectively through appropriation of adequate human and
material resources to proactively eliminate unacceptable risks in
operations
Chapter 4
Quality Forum
(p) Ensuring availability of resources to the development and

implementation of the QMS
(q) Evaluating the need for changes in the corporate quality system in
regard to policy, scope, and objectives
4.1.4 Authority
(a) The Committee is authorized by the Board to seek any relevant
information it requires from the Executives of NOK;
(b) The Committee shall have the authority of the Board to obtain legal or
other independent professional advice, and to require the attendance of
ed
NOK executives at meetings whenever it considers necessary.
4.1.5 QRB Agenda
t
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The following agenda items shall normally include, but not limited to, for the
pr
QRB meeting:
(a) Policy Review (QSSES, Non-punitive and DG Policy)
or
(b) Results of audits
d
(c) Findings from operational inspections and investigations
(d) Operational feedback de
(e) Changes in regulatory policy or civil aviation legislation
oa
(f) Process performance and organizational conformance Status of
nl
corrective and preventative actions

ow
(g) Feedback and recommendations for management system improvement

(h) Regulatory violations
d
(i) Resource needs

if
(j) DGR Project Status Update

d
4.1.6 Review of the NOK Quality Review Board

lle
(a) The NOK Quality Review Board shall undertake an annual review of its
tro
objectives and activities;

(b) The Board, which shall consider recommendations from the NOK Quality
on
Review Board, the CEO or other Quality Executives, shall also review
the objectives and activities of NOK and other parties the Board deems
nc
appropriate.
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(c) The minutes of the NOK Quality Review Board shall be circulated to all
members in attendance at the Board Meetings.
Chapter 4
Quality Forum
4.2 QUALITY ACTION GROUP (QAG)
Quality Action Group is set up to address quality issues and performance

specially within their functional responsibility. Head of department or in
his absence, his/her designated nominee, shall chair QAG.
The role of QAG includes:
(a) Coordinate and facilitate to initiate and create Key Performance
Indicators (KPI) and Target/Acceptable Index
(i) Synthesize and analyze data regard to effectiveness and
ed
adequacy of the quality management system to support QAG
(ii) Design, produce and distribute Quality Assurance Monthly
t
in
Report to concerned functions
pr
(iii) Monitor quality management system within all areas of NOK
operations by KPI
or
(iv) Authorize to set up the sub-committee as appropriate
d
(v) Propose recommendations and opportunities for improvement
4.2.1 QAG Membership
de
oa
The members of the QAG are:
nl
Vice President, Corporate Quality, Safety, Chairperson

(a) Security, Environment and Support(PV)
ow
(b) Vice President, Ancillary Revenue (AB) Committee

d
(c) Vice President, Ground Services (OC) Committee

if
Vice President, Operations Control Center

(d) Committee
d
(OG)
lle
(e) Vice President, Onboard Experience (OJ) Committee

tro
(f) Vice President, Flight Operations (OS) Committee

on
(g) Vice President, Flight Crew Training (OX) Committee

nc
Vice President, Learning and Development

(h) Committee
(PM)
U
(i) Managing Director, Technical (PT) Committee
(j) Head of Training (MA) Committee

Director, Corporate Quality Management
(k) Secretary
(VA)
Note: Nominated staff who are unable to attend must arrange a delegate to
attend. Additional attendees will be invited as required.
Chapter 4
Quality Forum
4.2.2 Meeting Agenda

The following agenda items shall normally include, but not limited to, for the
QAG meeting:
(a) Adoption of the minutes from the previous meeting, Review of action
table and Updates current status
(b) Policy Review (QSSES, Non-punitive and DG Policy)
(c) Updated Organization Chart
(d) Document Review (Quality Assurance Manual)
ed
(e) Internal & External Audit Status
(f) New Aviation Regulations/Standards and Public Relations Update by
t
in
relevant aviation authorities and organizations
pr
(g) Aircraft Tracking
(h) Quality Promotion (IQSMS Quality Module as No.1 Campaign)
or
(i) DGR Project Status Update
d
(j) IOSA Project
4.2.3 Meetings de
(a) QAG Meeting Guidelines
oa
(i) The Quarterly meetings shall be conducted
nl
(ii) All documents and materials for the meeting shall be distributed
ow
before hand
(iii) Proposing the recommendations to functions concerned
d
(b) QAG Minutes of Meetings shall be reviewed by VA and approved by

if
PV.
d
(c) QAG should fully attend by members unless delegation notice or

lle
representative has been arrange.

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Chapter 4
Quality Forum
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Chapter 5
Integrated Quality and Safety Management System (IQSMS)
5 INTEGRATED QUALITY AND SAFETY MANAGEMENT

SYSTEM (IQSMS)
5.1 IQSMS
The IQSMS program is a web-based tool for implementing a Safety

Management System. The complete system consists of seven modules:
Reporting Module, Quality Management Module, Ground OPS Module, Flight
Data Monitoring Risk Module, Airport- and Flight Risk Module, Risk
Management Module and Document Distribution Module.
ed
Note: The Aviation Safety & Quality Solutions (ASQS) team is dedicated to
provide comprehensive support to users of the program. This includes
t
in
not only problem solving and bug fixes, but also general assistance to
facilitate the use of the program (e-mail: [email protected]).
pr
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Chapter 5
5.2 QUALITY MANAGEMENT MODULE
5.2.1 Objective
The Quality Module of IQSMS is a web-based tool designed to cover the entire
quality assurance process. It supports NOK with the preparation and the
realization of Audits/inspections and with the risk-analysis of ther findings.
5.2.2 Scope
All applicable requirements are stored in the database. During the Audit
process, all findings, comments and corrective actions are added to the
database. The result is a complete record of compliance actions for each Audit.
ed
t
in
(a) It is the responsibility of the Auditor to prepare Quality Audit Checklist,
Report, CAR, etc.
pr
(b) It is the responsibility of PV and/or VA to review and approved Quality
Audit Report.
or
5.2.4 Guideline
d
(a) The Quality Module consists of six subparts:
(i) Auditor Module de
oa
(ii) Auditee Module
(iii) Evaluate Findings
nl
(iv) Quality Statistics

ow
(v) Regulation Reader

(vi) QMS Messenger
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Flow Chart - Audit Process
Chapter 5
(b) Audit Process

(i) Step 1: Plan Audit/Inspection
(ii) Step 2: Create Questionnaire: The Auditor creates a questionnaire
for an Audit to be conducted. The questionnaire consists of selected
paragraphs of any of the requirements/standards implemented in
IQSMS plus questions formulated by the Auditors themselves
(iii) Step 3: Preparation of Auditee: The Auditee has the possibility to
prepare for an Audit by entering the appropriate document
references and adding comments if desired
ed
(iv) Step 4: Conduct Audit: The Auditor conducts the Audit (in co-
operation with the Auditee) against the requirements specified in the
t
questionnaire. All findings are recorded in the Auditor Module
in
(v) Step 5: Submit Corrective Actions: Any open findings are analyzed
pr
by the Auditee and corrective actions are defined and recorded in the
database
or
(vi) Step 6: Review Corrective Actions: The Auditor reviews the details of
any corrective actions that have been submitted by the Auditee. If the
d
corrective actions are judged to be satisfactory, the finding record
de
can be closed. If not, steps 3 and 4 may be repeated until final closure
is achieved
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Chapter 5
(c) Users
Four different users can be distinguished in the Quality Module
User Authorization Button

Auditor Plans and performs the
Audit; reviews the corrective
actions entered by the
Auditee(s); closes the Audit;
closes the Findings; enters
the Management Review;
ed
enters Audit Summary; has
access to the Regulation
t
Reader; can view Auditees’
in
communication via the QMS
pr
Messenger.
or
Auditee Prepares for an Audit by
entering document
d
references to the
de
questionnaire created by the
Auditor; additionally, he can
oa
enter comments during the
Audit preparation; decides
nl
whether to reject or to handle

Level 3 findings, in case the
ow
Auditor leaves this decision

up to him; can assign
d
additional Auditees to a
finding; has access to the
if
Regulation Reader; can

d
communicate with the other

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Auditees via the QMS

Messenger.
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Evaluator The Evaluator Quality

Quality Module risk analyzes the
on
Module findings.
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Administrator Performs administrative tasks

Quality and determines the overall
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Module settings associated with the

use of the Quality Module;
has access to the Regulation
Reader. Can generate
Quality Statistics.
(d) Auditor Module
(i) Plans and performs the Audit; reviews the corrective actions entered
by the Auditee(s); closes the Audit; closes the Findings; enters the
Management Review; enters Audit Summary; has access to the
Chapter 5
Regulation Reader; can view Auditees’ communication via the QMS

MessengerThe Evaluator Quality Module risk analyzes the
findings.xxx
(e) Auditee Module
(i) Prepares for an Audit by entering document references to the
questionnaire created by the Auditor; additionally, he can enter
comments during the Audit preparation; decides whether to reject or
to handle Level 3 findings, in case the Auditor leaves this decision up
to him; can assign additional Auditees to a finding; has access to the
Regulation Reader; can communicate with the other Auditees via the
ed
QMS Messenger
(f) Risk Evaluation of Findings
t
in
(i) The risk evaluation of Findings can only be performed by the users
pr
with the user role “Evaluator Quality Module.”
(g) Quality Statistics
or
(i) Only the users with the user role “Admin Quality Module" can access
and create Quality Statistics
d
(h) Regulation Reader de
(i) The Regulation Reader offers an easy and convenient search
oa
function for all regulations saved in the system
nl
(i) QMS Messenger

ow
(i) The Main Screen of the QMS Messenger displays a list of all
messengers you have access to. only subscribers of a messenger
(Auditees) can read and write messages, Auditors can only read the
d
conversations but cannot participate.

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Chapter 5
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Intentionally Left Blank

Nok Airlines Public Company Limited

3 South Sathorn Road, Yannawa, Sathorn

Bangkok Thailand 10120

ALL RIGHTS RESERVED.

This Manual belongs to Nok Airlines Public Company Limited.

Any unauthorized reprint or use of this material is prohibited.

electronic or mechanical, including photocopying, recording, or by any information storage

ISSUE : 3 REVISION : 0 , 12 JUN 2019

Intentionally Left Blank

PREFACE ......................................................................... Preface 1

LIST OF EFFECTIVE PAGES ............................................................ Preface 7

ABBREVIATION ............................................................................... Preface 22

ADMINISTRATION AND CONTROL................................................ Preface 24

Management of Manual............................................................................... Preface 24

Manual Purpose and Objective ................................................................... Preface 24

Applicability and Conditions of Use ............................................................. Preface 25

Control of Manual ........................................................................................ Preface 26

Review, Revision and Approval Process ..................................................... Preface 27

Change Request ......................................................................................... Preface 28

0 POLICY ............................................................................ 0-1

0.1 NOK QUALITY, SAFETY AND SECURITY POLICY ......................0-1

0.2 NON-PUNITIVE SAFETY REPORTING POLICY ............................0-2

0.3 POLICY ON THE TRANSPORT OF DANGEROUS GOODS .........0-3

1 ORGANIZATION, DUTY AND RESPONSIBILITY ........... 1-1

1.1.1 NOK Organization Chart .......................................................................... 1-1

1.2 DEPARTMENT ORGANIZATION ....................................................1-8

2.1 OBJECTIVES ...................................................................................2-1

2.2 REGULATORY AND EXTERNAL REQUIREMENTS .....................2-2

3 QUALITY MANAGEMENT SYSTEM (QMS).................... 3-1

3.1 QUALITY PHILOSOPHY .................................................................3-1

3.2 QUALITY CONCEPT AND IMPLEMENTATION .............................3-2

3.2.1 Objectives ................................................................................................ 3-2

3.2.3 Responsibility ........................................................................................... 3-2

3.2.4 General requirements of QMS ................................................................. 3-2

3.2.6 Control of documents ............................................................................... 3-4

3.2.13 Product / Service realization ..................................................................... 3-8

3.3 QUALITY ASSURANCE ................................................................3-15

3.5.1 Objective ................................................................................................ 3-20

3.5.2 Scope ..................................................................................................... 3-20

3.5.4 Guideline ................................................................................................ 3-21

3.5.5 Auditor Qualification and Competency Program .................................... 3-26

3.6 AUDIT PLANNING .........................................................................3-29

3.6.1 Objective ................................................................................................ 3-29

3.6.3 Responsibility ......................................................................................... 3-29

3.6.4 Guideline ................................................................................................ 3-29

3.7 CORRECTIVE ACTION REQUEST (CAR) ...................................3-34

3.8 THE SELECTION AND USE OF OUTSOURCING AND SERVICE

3.9 COOPERATION WITH AVIATION AUTHORITIES .......................3-42

3.10 DOCUMENTS MANAGEMENT SYSTEM .....................................3-45

3.10.6 Frequency of Review.............................................................................. 3-50

3.10.7 Document of External Source ................................................................ 3-50

3.10.8 Company Manual Amendment Process Chart ....................................... 3-52

3.11 RECORDS MANAGEMENT ..........................................................3-53

3.11.1 General .................................................................................................. 3-53

3.11.2 Records .................................................................................................. 3-53

3.11.3 Identification Records ............................................................................. 3-54

3.11.4 Storage and Retention period ................................................................ 3-54