scope:

Quality assurance is a dynamic process used to continually improve an air traffic system that is already acknowledged to be the best in the world. Although we will continue to measure the quality of our service by some historical methods, such as the number of operational errors, delays, employee and customer feedback, we must also recognize factors that cannot as readily be measured. Our willingness to function as a team, our training, and the actions taken to support the goal of zero operational errors all factor into quality assurance. The success of our quality assurance efforts is dependent on the recognition by the entire air traffic workforce that all of us, independently and collectively, must strive to provide the best service possible. We are all accountable for the quality of that service.

PURPOSE. This order addresses quality assurance efforts at the national, regional air traffic division, local facility, and individual employee levels. This order provides specific guidance on reporting, investigating, and resolving various types of incidents that impact the quality of air traffic services. This order is designed to work in conjunction with Federal Aviation Administration (FAA) Orders concerning facility evaluations, air traffic technical training, performance management systems, and bargaining unit contractual agreements.