Abstract
Chapter 7 deals with supporting elements for service provision: These include human resources in terms of quantity and qualification (Subsect. 7.2), the infrastructure and the working environment. Awareness (Subsect. 7.3) and operational knowledge (Sect. 7.1.6) are becoming increasingly important. Finally, Chap. 7 defines documentation requirements (Subsect. 7.5).
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Notes
- 1.
Even if this long-term planning (budget or annual planning) ensures a periodically recurring determination of requirements, the provision of resources should also be addressed and documented in the management review (e.g. capacity adjustments or important new acquisitions, see Sect. 9.3.2 b).
- 2.
E.g. fire extinguishers, first aid kits, eye wash bottles.
- 3.
See ISO 9004 Subsect. 6.5.
- 4.
Many modern machines are self-maintaining. Here it is sufficient to document only those maintenance and repair measures which are carried out beyond the mechanical self-maintenance (see also Sect. 8.5.1.1).
- 5.
For example, the opening of zip or exe files as well as MS Office files with macros from emails should generally be prohibited - even if the sender is supposedly safe. The author can report about a customer with whom a trojan had nested because a purchasing employee opened the zip attachment of an actual supplier that was titled “invoice”. The supplier’s network was hacked, the email externally controlled. The trojan was found very quickly in the present case. Nevertheless, all systems had to be shut down for 36 h to check the distribution rate of the trojan. During this time the production stopped.
- 6.
Not all test equipment that can be calibrated is used for quality tests on the customer’s product, e.g. that used in pre-development or for training purposes only. For this test equipment, a lower accuracy may suffice, so that calibrations are not necessary. In order to avoid any risk of confusion with measuring instruments for quality tests, such equipment shall be labelled with a clearly visible sticker indicating that the measuring instrument may not be used for quality tests.
- 7.
Type and frequency can be found in the equipment documentation (e.g. manufacturer’s manual). In individual cases, specifications can also be defined by the customer or the aviation supervisory authority.
- 8.
Note: This is a frequently evaluated criteria in certification audits.
- 9.
These companies must be qualified for the corresponding calibration. When selecting suppliers, care should be taken to ensure that the subcontractor is appropriately qualified, e.g. by certification according to ISO/IEC 17025. However, the use of an accredited calibration laboratory is not explicitly prescribed in the EN 9100.
- 10.
Job descriptions should be signed by the job holder when taking up the position. Although this is not required by the standard, it is an appropriate proof that the employee is aware (or should be aware) of his or her qualification requirements, the area of responsibility, and the scope of authorisation. The signed job description must then be archived in the personnel file.
- 11.
- 12.
See IAQG (2016a), p. 12.
- 13.
cf. in part also Sect. 7.5.3.2 b).
- 14.
This can be ensured, for example, in an e-mail announcing the document revision. Such a message can end with standard phrase, e.g. “Please destroy printouts of the previous version”. In addition, many companies point out in the footer of their documents that printed documents are not subject to document control and must therefore be destroyed after use.
- 15.
However, this of course requires that there is always a backup of the last full backup.
References
CEN-CENELEC Management Centre: EN ISO 9004:2018-08 Quality management—Quality of an organisation—Guidance to achieve sustained success. Brussels (2018)
CEN-CENELEC Management Centre: EN 9100:2018—Quality management systems—Requirements for aviation, space and defence organisations. Brussels (2018)
CEN-CENELEC Management Centre: EN 9120:2018—Quality Management Systems—Requirements for aviation, space and defence distributors. Brussels (2018)
CEN-CENELEC Management Centre: EN 9130:2000 Aerospace series—Quality systems—Record retention (draft). EN 9130:2000-09 Berlin Brussels (2000)
European Aviation Safety Agency—EASA: Acceptable Means of Compliance and Guidance Material to Commission Regulation (EC) No 2042/2003. Decision No. 2003/19/RM of the Executive Director of the Agency (2003)
European Aviation Safety Agency—EASA: Acceptable Means of Compliance and Guidance Material to Part 21. Decision of the Executive Director of the Agency NO. 2003/1/RM (2003)
International Aerospace Quality Group (IAQG 9100 Team): 9100 Revision 2016—Changes presentation clause-by-clause. May 2016 (2016a)
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Hinsch, M. (2020). Support. In: Guideline for EN 9100:2018 . Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-61367-2_7
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