QAM Issue 2 Revision 2

Quality Assurance Manual
Publication of
NokScoot Airlines Company Limited
999/9 The Offices at Central World, 26th Floor,
Rama 1 Rd., Pathumwan, Pathumwan,
Bangkok Thailand 10330
ALL RIGHTS RESERVED.
This Manual belongs to NokScoot Airlines Company Limited.

Any unauthorized reprint or use of this material is prohibited.
No part of this manual may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or by any information storage and retrieval system
without express written permission from NokScoot Airlines Company Limited.
Issue no.: 2, Revision: 2

Manual Control Number: XWORGQAM00E
Effective date: 17 SEP 2018
Preface
Table of Contents
PREFACE
TABLE OF CONTENTS
1.4.1 Registration Address ..................................................................................................... 1-2

1.4.2 The Head Office Address .............................................................................................. 1-2
1.5.1 Accountable Manager ................................................................................................... 1-2

1.5.2 Safety, Security And Quality Department ...................................................................... 1-3
1.5.3 Head Of Safety, Security And Quality ........................................................................... 1-4
1.5.4 Manager, Corporate Quality Assurance ........................................................................ 1-5
1.5.5 Manager, Corporate Standards ..................................................................................... 1-6
1.5.6 Manager, Airworthiness Quality Assurance .................................................................. 1-6
1.5.7 Quality Assurance Specialist ......................................................................................... 1-7
1.5.8 Quality Assurance Engineer .......................................................................................... 1-7
1.5.9 Quality Action Group (QAG) .......................................................................................... 1-8
1.5.10 Internal Auditor .............................................................................................................. 1-8
1.5.11 Document Controller ..................................................................................................... 1-8
1.5.12 Document Custodian ..................................................................................................... 1-9
1.6.1 Delegated Managers ..................................................................................................... 1-9

1.6.2 Delegation Of Head Of Safety, Security And Quality .................................................... 1-9
1.6.3 Delegation Of Quality Managers ................................................................................... 1-9
1.6.4 Delegation E-Mail or Letter ............................................................................................ 1-9
1.7.1 Post Holders ................................................................................................................ 1-10

1.7.2 Requirements For Quality Assurance Staff ................................................................. 1-11
Issue 2, Revision 2, 17 Sep 2018 Preface-1

UNCONTROLLED WHEN PRINTED
Preface
Table of Contents
2.4.1 NCT Management Committee (MC).............................................................................. 2-2

2.4.2 NCT Enterprise Risk Management Committee (ERMC) ............................................... 2-2
3.3.1 Human Resources ......................................................................................................... 3-1

3.3.2 Facilities ......................................................................................................................... 3-2
3.3.3 Flight Safety Document System (FSDS) ....................................................................... 3-2
4.2.1 QAP Functional Independence ..................................................................................... 4-2

4.2.2 Just Culture in Auditing ................................................................................................. 4-2
4.2.3 Auditor Code of Ethics ................................................................................................... 4-2
4.3.1 Internal auditor............................................................................................................... 4-3

4.3.2 Lead auditor................................................................................................................... 4-3
4.3.3 Auditor Recency ............................................................................................................ 4-3
4.3.4 Auditor Re-qualification ................................................................................................. 4-3
4.3.5 Auditor Assessment and Authorization ......................................................................... 4-3
4.4.1 Oversight Activities ........................................................................................................ 4-5

4.4.2 Audit Planning ............................................................................................................... 4-5
4.4.3 Audit Scope ................................................................................................................... 4-6
4.4.4 Audit Scheduling............................................................................................................ 4-6
4.4.5 Audit Team .................................................................................................................... 4-6
4.4.6 Audit Preparation ........................................................................................................... 4-7
4.4.7 Checklist Development and Revision ............................................................................ 4-8
4.4.8 Audit Notification............................................................................................................ 4-8
4.4.9 Conducting the Audit ..................................................................................................... 4-8
4.4.10 Audit findings and Observations.................................................................................... 4-9
4.4.11 Root Cause Analysis (RCA) ........................................................................................ 4-10
4.4.12 Corrective and Preventive Actions .............................................................................. 4-11
4.4.13 CAR Life Cycle ............................................................................................................ 4-11
4.4.14 Audit Reports ............................................................................................................... 4-11
4.4.15 Post Audit Communication .......................................................................................... 4-12
4.4.16 Audit Follow-Up ........................................................................................................... 4-12
4.4.17 Audit Planning Process Flowchart............................................................................... 4-13
4.4.18 Audit Performing Process Flowchart ........................................................................... 4-14

Preface
Table of Contents
4.5.1 Quality Review Process .............................................................................................. 4-15

4.5.2 Significant Issues ........................................................................................................ 4-15
4.5.3 Dissemination of information ....................................................................................... 4-16
4.7.1 Contractors, sub-contractors, suppliers or vendors .................................................... 4-17

4.7.2 Contracted out maintenance ....................................................................................... 4-18
4.7.3 Fuel Supplier ............................................................................................................... 4-18
4.10.1 Flight Operations, Cabin Services, Ground Operations and Training Quality System
Checks ..................................................................................................................................... 4-20
4.10.2 Quality Assurance Checks for Aircraft Maintenance ................................................... 4-20
4.11.1 Maintenance Review Procedure ................................................................................. 4-24

4.11.2 Physical Inspection of Aircraft ..................................................................................... 4-24
4.11.3 Aircraft Maintenance records ...................................................................................... 4-25
4.11.4 Maintenance Review for Aircraft Airworthiness ........................................................... 4-25
5.1.1 Trainee Qualification Requirements .............................................................................. 5-1

5.1.2 Training Program Objectives ......................................................................................... 5-1
5.1.3 Instructor Qualifications ................................................................................................. 5-1
5.1.4 Training Syllabus ........................................................................................................... 5-1
5.1.5 Method of Instruction ..................................................................................................... 5-2
5.1.6 Duration ......................................................................................................................... 5-2
5.1.7 Evaluation ...................................................................................................................... 5-2
5.1.8 Recurrent Requirements ............................................................................................... 5-2
5.1.9 Training Records ........................................................................................................... 5-2
5.2.1 Trainee Qualification Requirements .............................................................................. 5-3

5.2.2 Training Program Objectives ......................................................................................... 5-3
5.2.3 Instructor Qualifications ................................................................................................. 5-3
5.2.4 Training Syllabus ........................................................................................................... 5-3
5.2.5 Method of Instruction ..................................................................................................... 5-3
5.2.6 Duration ......................................................................................................................... 5-3
5.2.7 Evaluation ...................................................................................................................... 5-3
5.2.8 Recurrent Requirements ............................................................................................... 5-3
5.2.9 Training Records ........................................................................................................... 5-3
6.2.1 Internal Operational Documents.................................................................................... 6-1

6.2.2 Operational Documents from External Sources ............................................................ 6-1

Preface
Table of Contents
6.8.1 General .......................................................................................................................... 6-4

6.8.2 Frequency of Review ..................................................................................................... 6-5
6.10.1 General .......................................................................................................................... 6-7

6.10.2 Quality Assurance System Records .............................................................................. 6-8
6.10.3 Aircraft Maintenance Records ....................................................................................... 6-8
7.1.1 Flight Safety Documents – Governing Manuals ............................................................ 7-1

7.1.2 Manual Tree Descriptions ............................................................................................. 7-2
7.1.3 Basic Format Settings for NokScoot Manuals ............................................................... 7-4
7.1.4 Page Format .................................................................................................................. 7-5
7.2.1 General .......................................................................................................................... 7-6

7.2.2 Service Difficulty Report (SDR) ..................................................................................... 7-6
7.2.3 Bird Strike Reporting Form ............................................................................................ 7-7
7.3.1 Aircraft Accident Report Form ....................................................................................... 7-8

7.3.2 Aircraft Incident Report Form ........................................................................................ 7-8
7.3.3 Service Difficulty Report Form....................................................................................... 7-8

Preface
Records of Revision
RECORDS OF REVISION
The original issue of NCT Quality Assurance Manual (acronym, i.e. QAM) was dated 21 August 2014.
The valid pages of QAM are listed in the List of Effective Pages distributed with every revision.
Whenever there is a significant change of organization, responsibility, guidelines, policy or

procedures, a new manual issuance is required. Minor amendments (if any) shall be issued in the
form of a revision with effective pages being reviewed not later than the effective date. A vertical black
line (approx. 2 pts) is required on the left hand side of the page identifying all revisions.
Minor Changes
(a) Few chapters are affected requiring revision change.

(b) The changes are made and communicated by way of revising the manual to a higher revision
number.
Major Changes
(a) Extensive revisions necessitating a complete re-issuance when involving significant changes
in organization, responsibility, guidelines, policy or procedures including substantial format
change.
(b) The next higher issue number will be allocated while the revision number will be reset to zero.
Issue Number Revision Number Effective Date Revised By

Initial 0 21 August 2014 SSQ
Initial 1 19 June 2015 SSQ
1 0 15 July 2016 SSQ
1 1 12 June 2017 SSQ
2 0 19 February 2018 SSQ
2 1 12 April 2018 SSQ
2 2 17 September 2018 Senior Specialist, QA

Preface
Revision Transmittal
REVISION TRANSMITTAL
To: All holders of NCT Operations Manual
Subject: Quality Assurance Manual (QAM)
This revision reflects the most current information available to NokScoot 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
The original issue of QAM is dated 21 August 2014.
The valid pages of QAM are listed in the List of Effective Pages distributed with every revision.
A revision bar (vertical black line - approx. 2pts) is required on the left hand side of the page identifying
the revised amendments.
Filing Instructions
Consult the List of Effective Pages.
When updating hardcopy manuals and inserting changes, users should exercise caution not to throw
away pages from the manual that have not been replaced. Using the List of Effective Pages can help
determine the correct content of the manual.
Issue 2, Revision 1, 12 Apr 2018 Preface-7

Preface
Revision Highlights
REVISION HIGHLIGHTS
Area changed Change comments
Entire manual Insert reference of CAAT and IOSA standards
Entire manual Change Air Safety, Security Review Committee
(ASSRC) to Enterprise Risk Management Committee
(ERMC)
0.1 Nokscoot Corporate, Safety, Amended Corporate, Safety, Security and Quality Policy
Security and Quality Policy to include commitment to the establishment of security
objectives and security performance standards.
1.3 Executive Staff Change post holders’ names and add contact details
4.1 Quality Assurance System - Add security quality control program as part of NCT
General quality system
4.3.5 Auditor Assessment and Add more requirement on auditor authorization
Authorization
6.1 FSDS, General Editorial change
6.7 Manual Distribution Control Number Revise number format for aircraft type-specific manuals
Format
7.1.1 Flight Safety Documents – Manual Update the manual tree and incorporate procedural
Tree manuals
7.1.2 Manual Tree Descriptions Insert addition manual related to Boeing 737
Change approval requirement for manufacturer manuals
from “Approval” to “Acceptance”
Add HRPM and PM to the manual tree description
7.3 NokScoot Quality Assurance Delete 7.3.1 Document Read and Sign Form and refer to
Forms SharePoint

Preface
Controlled Distribution List
CONTROLLED DISTRIBUTION LIST

Control number Holder of copy Format
Approval Page and
XWORGQAM001 Master Copy: SSQ
E-Distribution
XWORGQAM002 CAAT CD-ROM
NCTOCC E-Distribution
CEO E-Distribution
Deputy CEO E-Distribution
XWORGQAM00E All Heads of Departments E-Distribution
Internal auditors E-Distribution
All staff E-Distribution
All stations including E-Distribution
GHAs and THAs

Preface
Abbreviations
ABBREVIATIONS
Refer to NokScoot Reference Manual (RM).

Preface
Administration and Control
ADMINISTRATION AND CONTROL

Management of Manual
Manual Purposes and Objectives
This Quality Assurance Manual (hereinafter referred to as “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”) Air Operator Certificate
Requirements (“AOCR”), laws, rules and company standards.
The QAM is referenced to the framework as per CAAT AOCR.
Applicability and Conditions of Use
This manual shall be effective from the date specified on the manual cover page, remain effective until
the next revision becomes effective and shall be retained as such. This manual is the property of
NokScoot Airlines Company Limited (herein after referred to as “NCT”).
All NCT staff and contractors/sub-contractors shall be familiar with the contents of this manual, at least
as these pertain to their duties, and, to adhere at all times to the policies, processes and procedures
laid down in this manual.
Any deviations should be reported to the Head of Safety, Security and Quality (herein after referred to
as “HSSQ”) and the reasons for such deviations shall be given.
All 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 NCT, the respective copy(ies) of the manual
must be returned to SSQ. In the event of a change in title of the position(s) or section(s), the department
concerned shall promptly inform SSQ.
NOTE: ALL INFORMATION CONTAINED HEREIN IS RESTRICTED AND SHALL BE KEPT FOR
INTERNAL USE ONLY.
None of this information shall be divulged to persons other than NCT employees and contractors
authorized by the nature of their duties to receive such information, or individuals or organizations
authorized by NCT in accordance with existing policy regarding release of company information.
The holder shall notify HSSQ in writing for loss of manual and to obtain replacement copy in the event
of loss of hardcopy manual received.
Control of Manual
This QAM is issued on the authority of NCT and HSSQ. The latter will authorize all amendments to it,
as required by CAAT. Manager, Corporate Quality (herein after referred to as “QMC” shall ensure that
this manual contains legible and accurate information, is easily understood and presented in a format
that meets the needs of all staff within NCT.
The NCT documentation system is developed to ensure full alignment of company manuals. The QAM
governs a number of NCT policies and procedures that therefore must be incorporated into other
operational departments’ manuals. A manual hierarchy can be found in Appendix 7.1 NokScoot Flight
Safety Documents. The guidelines and procedures for ensuring manuals are in conformity to NCT
standards are documented in Quality System Procedure Manual (QSPM).
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 HSSQ.

Preface
QMC shall retain a secure, archived copy of the following documents for a minimum period of 5 years:
1) All revisions of this manual

2) Record of all controlled hard copies with manual control number
3) Background and/or source references; and
4) Transmittal letters/dissemination control forms
All obsolete revisions shall be identified and disposed accordingly. Hard copies, if applicable, shall be
disposed by shredding or other appropriate means of disposal, whilst expired e-documents shall be
deleted from the primary server and archived.
Review, Revision and Approval Process
This manual shall be reviewed at least once every 1 year. QMC shall ensure the information provided
in this manual is updated and current. QMC shall also identify the needs for updates, by means of
effective auditing, consultation with relevant departments and continuous review of the regulatory and
quality requirements.
QMC shall format the manual pages to include the changes, obtain approval from HSSQ and submit
the revised manual pages to CAAT for approval.
Upon approval by CAAT, the manual shall be distributed to the relevant parties specified in the
Controlled Distribution List.
The following are revision control requirements;
1) Revised content of this manual shall be identified with a ‘revision bar’ (line drawn on the
outboard of the page) where changes are made.
2) Any chapter which carries an amendment must bear the new revision number and date.
3) This manual and any subsequent revisions to this manual shall only be executed upon
consultation with and approval from HSSQ.
Dissemination and Transmission
As part of our efforts toward conservation, electronic dissemination and transmission should be the
preferred mode. The dissemination and transmission of this manual shall be communicated by the SSQ
to all senior management staff of NCT. An electronic version of this manual shall be made available on
NCT SharePoint – Document Management System Page. To ensure current revisions are referred to,
employees, including external service providers, are strongly recommended to refer to electronic
manuals on SharePoint and not to download them onto their personal devices. If manuals are
downloaded to the company’s devices (e.g. company laptop and flight crew iPad), there shall be a
process to ensure that the latest revision of each downloaded manual is synced to the device.
If applicable, controlled hard 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 HSSQ.
All NCT staff shall have access to an electronic copy of the manual via the Documents Management
System on SharePoint.
Change Request
Any individual or departmental (Originator) seeking improvements or changes to the contents of this
manual, shall notify to HSSQ in writing or e-mail with all supporting information and justification.

Preface
The submission shall contain sufficient information to identify:
1) The Originator Department and Contact Number

2) The pertinent paragraph reference(s)
3) Concise context of the requested change
4) Related information or reference documents, if any
5) Reason for the requested change
HSSQ or assigned QA staff shall review the change request and verify conformance to the requirements
and if necessary confer with the Originator. Once HSSQ concurs with the changes request, QAM shall
be submitted to CAAT for approval.
HSSQ shall inform the relevant Head of Department and/or Originator of the final decision.
Instruction and Forms
All forms and instructions required by this manual are listed on SharePoint – Form Library.

Chapter 0
Policy and Compliance Statements
0. POLICY AND COMPLIANCE STATEMENTS
NokScoot Corporate Safety, Security and Quality Policy

NokScoot Airlines adheres to practices that promote the highest standards of safety, security and
quality. We are committed to providing 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 reactive, proactive and
as much as possible predictive means to identify, manage and review mitigations needed to protect our
guests and staff from injury and to avoid loss or damage to property and information.
NokScoot Airlines encourages voluntary reporting of safety & security concerns through the
establishment of just culture throughout the company. We promote honesty, respect and an
environment where individuals are accountable for their actions and can expect to be treated fairly.
Honest mistakes, those that are not due to negligence, deliberate violations or willful misconduct, should
not be punished. We strive to learn from all incidents and events, and to promote safety, security and
risk awareness throughout the airline, with the aim to continually improve in operational performance.
The responsibility for making NokScoot Airlines operations safe, secure and efficient lies with each
individual employee – from departmental heads, managers, office staff to our front-line crew. Each
departmental head is responsible and accountable for implementing the safety, security and quality
management systems in his or her area, and for ensuring that all reasonable steps are taken to prevent
incidents and accidents and Acts of Unlawful Interference. All processes shall be planned, documented,
monitored and evaluated based on regulatory requirements and company procedures, and promulgated
via clear and measurable steps such as security performance standards so as to maximize quality.
All employees have direct access to me for all safety, security & quality matters, as ultimate
responsibility and accountability for NokScoot’s performance in these areas rests with me as the Chief
Executive Officer.
Mr. Yodchai Sudhidhanakul
Chief Executive Officer

Issue 2, Revision 2, 17 Sep 2018 0-1

Chapter 0
Policy and Compliance Statements
Compliance Statement
The Quality Assurance Manual (QAM) complies with the applicable elements of the Civil Aviation
Authority of Thailand (CAAT) requirements and with the terms and conditions of the Air Operator's
Certificate (AOC).
The QAM defines the requirements and establishes the NCT Quality Assurance System to monitor the
compliance and adequacy of procedures required to ensure safe operational practices and airworthy
aircraft.
The NCT Quality Assurance System as described in this manual, contains procedures designed to
verify that Flight Operations and Engineering functions are being conducted in accordance with all
applicable requirements, standards and procedures.
The Flight Operations quality system is also described in the relevant departmental Operations
Manuals, albeit in lessor detail. The Engineering quality system details are also found in the General
Maintenance Manual (GMM). It is the responsibility of the responsible functions to know its contents,
follow the instructions and keep the manual up-to-date by immediately inserting all revisions when they
are issued. All information the QAM contains is confidential. The transmission or the revelation of its
contents in any manner to persons not associated with the NokScoot is strictly prohibited.
The Head of Safety, Security and Quality shall ensure that the QAM accurately reflects the operational
policies, regulations and procedures and all the company’s operation is being carried out strictly based
on this manual by the responsible functions.
Anthony M. Houston
Head of Safety, Security and Quality

Issue 2, Revision 0, 19 Feb 2018 0-2

Chapter 1
Organization, Duties and Responsibilities
1 ORGANIZATION, DUTIES AND RESPONSIBILITIES

Company Organization Chart
Departmental Organization Chart
Head of SSQ
Manager, Operations Manager, Airworthiness

Manager, Security Manager, Safety
and Corporate Quality Quality
Deputy Manager, Senior Specialist, Health Quality Assurance

Specialist, Security
Corporate Standards and Safety Engineer
Specialist, Safety Data

Officer, Security Analyst
Senior Specialist, Quality
Assurance

Chapter 1
Executive Staff
Executive Staff Name

Chief Executive Officer* Yodchai Sudhidhanakul
Deputy Chief Executive Officer Giam Ming Toh
Head of Accounting and Finance Aungsumalin Yuenboon
Head of Cabin Services Thidarat Suebsagna
Head of Commercial Buhdy Bok Sin Swee
Head of Flight Operations Tay Lim Tiang
Chief Pilot* Worratat Pingsuwan
Head of Training* Yap Meng Kum
Head of Engineering* Chua Eng Guan
Head of Ground Services and Cargo* Pansith Sasunee
Head of Human Resources Treesan Boonma
Head of Safety, Security and Quality* Anthony M. Houston
Head of Planning and Fleet Management Pansith Sasunee
* Nominated for Authority’s Acceptance
Company Facilities and Addresses

The following are the designated business addresses for NokScoot Airlines:
1.4.1 Registration Address
NokScoot Airline Company Limited

999/9 The Offices at Central World, 26th Floor,
Rama 1 Rd., Pathumwan, Bangkok Thailand 10330
1.4.2 The Head Office Address

222 Don Mueang International Airport, Room no. 2001,
Central Block Building, 2nd Floor
Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok, 10210
Authorities, Accountabilities and Responsibilities

1.5.1 Accountable Manager
As the Accountable Manager, CEO of NokScoot has corporate authority to ensure that all operations
activities are financed and carried out to the standard required by CAAT and any additional
requirements by other authorities.
The Accountable Manager has duties, authorities and responsibilities as follows:
(a) Provide financial support, infrastructure, manpower and other resources for all
intended airlines operation such as flight, ground, maintenance activities etc.;
(b) Ensure that all airlines operations and activities are complied with the standard
required by CAAT and any relevant established by other authorities;
(c) Establish a management organization capable of exercising operational control of
all NCT flights;
(d) Establish a quality system for the supervision of the operation with regards to the
adherence to flight safety standards;
(e) Support matters regarding Safety, Security and Crisis Management;
Chapter 1
(f) Ensure that a valid Airlines Operator Certificate (AOC) is maintained at all times and
that the formal requirements for maintaining the AOC are fulfilled;
(g) Chair of Enterprise Risk Management Committee (ERMC);
(h) In his absence, he shall delegate his responsibilities to a responsible person under
his jurisdiction to ensure managerial continuity.
1.5.2 Safety, Security and Quality Department
(a) Mission
The mission of NCT’s Safety, Security and Quality Department is to coordinate and
oversee all of NCT operations to ensure they are carried out safely and in accordance with
regulatory and company requirements. This department is independent from other
operational departments.
(b) Designated SMS Manager
The CEO has designated the Head of the Safety, Security and Quality Department (HSSQ)
as the manager responsible for the implementation, maintenance and day-to-day
administration of the SMS throughout the organization. HSSQ is a permanent member of
NCT Management Committee.
(c) SSQ Organization
The organization chart in Chapter 1.2 of this manual depicts the Safety, Security and
Quality Department

Chapter 1
1.5.3 Head of Safety, Security and Quality[ORG 1.3.3, 3.4.2, AOCR 1.3]
Head of Safety, Security and Quality has duties, responsibilities and authorities as follows:
Direct report:
Manager, Safety
Manager, Operations and Corporate
Head of Safety, Name: Report to: Quality
Security and
Quality Anthony Houston CEO Manager, Airworthiness Quality
Assurance
Manager, Security
Indirect report: -
• To coordinate and address safety and security matters throughout the

organization.
Authorities • To ensure proper application of the NCT Just-Culture Policy.
• To liaise with civil aviation regulatory authorities and industry bodies on the
implementation and evaluation of safety matters and authority requirements.
• Ensuring the SMS is properly implemented and integrated throughout the

organization to ensure management of safety risks associated with aircraft
operations.
• Ensure the implementation and maintenance of the Quality Assurance
System.
• Ensure the implementation and maintenance of the Security Program.
• Ensure NCT activities are monitored for compliance with the applicable
Accountabilities requirements of Thailand, other relevant regulatory authorities and NCT
policies and procedures.
• Ensuring corrective action and evaluating the safety performance within his
area in order to avoid the development of undesirable trends.
• Ensure manage of safety risks and security threats within SSQ department.
• Ensure operations are conducted in accordance with conditions and
restrictions of the Air Operator Certificate (AOC), and in compliance with
applicable regulations and standards of NCT.
• Development of the Safety Management, Security Management and Quality

Assurance Systems and their relevant documentation.
• Providing independent advice to CEO and senior management on all safety,
security and quality matters.
• Developing Safety, Security and Quality governance structures and
committee systems.
Responsibilities
• Monitoring and reporting NokScoot safety, security and quality performance
to NokScoot Board and to senior management;
• Oversee day-to-day administration of the SMS.
• Oversee the development of Workplace Safety and Health Program.
• Leading accident and Incident Investigation Team, including investigation
into safety incident/accidents.

Chapter 1
Direct report:
Manager, Safety
Manager, Operations and Corporate
Head of Safety, Name: Report to: Quality
Security and
Quality Anthony Houston CEO Manager, Airworthiness Quality
Assurance
Manager, Security
Indirect report: -
• Ensure NCT activities are monitored for compliance with the applicable
requirements of Thailand, other relevant regulatory authorities and NCT
policies and procedures.
• Dissemination of information to management and non-management
operational personnel as appropriate to ensure an organizational awareness
of relevant safety, security and quality assurance issues and results.
In his absence, he shall delegate his duties to:

• Manager, Safety or;
Delegation • Manager, Corporate Quality Assurance or;
• Manager, Airworthiness Quality Assurance or;
• Manager, Security
1.5.4 Manager, Operations and Corporate Quality [FLT 1.3.2 (ix), AOCR 1.7]
(a) Authorities
(i) To issue the corporate audit program.
(ii) To liaise with CAAT other relevant regulatory authorities documents
submissions, approvals and certifications.
(b) Responsibilities
(i) Implement and ensure the performance of the quality assurance system.
(ii) Monitor compliance with relevant regulations and standards.
(iii) Evaluate effectiveness of controls and measures to continually improve
operational safety performance.
(iv) Ensure communication and coordination with operational managers in the
management of operational risk.
(v) Oversee and facilitate the quality audit training and qualification program.
(vi) Oversee outsourcing quality control processes.
(vii) Oversee product quality control processes.
(viii) Develop and maintain the Flight Safety Document System.
(ix) Other duties as assigned by Head of SSQ.
(c) Delegation
(i) In his/her absence, Head of Safety, Security and Quality will cover the
responsibilities of Manager, Corporate Quality Assurance.

Chapter 1
1.5.5 Manager, Corporate Standards

(a) Responsibilities
(i) Responsible for strategy development, corporate compliance system.
(ii) Bringing into practice the operation of quality monitoring, evaluating and
improving quality for commercial, finance and HR functions.
(iii) Prepare and maintain certification of the quality system per ISO and other
standards according to the objectives of the company.
(iv) Monitor and measure the effectiveness of the product and brand to meet
expectations of customers;
(v) Ensure products and services are consistent and meet company objectives
and customer needs;
(vi) Ensure continual improvement processes are effectively implemented;
(vii) Other duties as assigned by Head of SSQ.
(b) Delegation
responsibilities of Manager, Corporate Standards.
1.5.6 Manager, Airworthiness Quality Assurance

(a) Authorities
(i) To certify company authorized personnel such as License Aircraft Engineer
(LAE), Maintenance review staff etc.
(ii) To liaise with CAAT other relevant regulatory authorities for airline documents
submissions, approvals and certifications.
(b) Responsibilities
(i) Maintains an independent quality system that monitors the compliance with
CAAT requirements and it is not limited to manufacturer requirement/
recommendation and good civil aviation industry standards practices.
(ii) Institutes and implements an effective audit program to ensure that
maintenance activities shall meet authority and company requirements.
(iii) Institutes an effective audit program to measure the quality of its quality
systems.
(iv) Establishes and maintains a system of assessing and granting of company’s
approval to appropriately qualified personnel and maintenance organization
and maintains a list of all current company’s approval holders.
(v) Assure that Certificate of Airworthiness, Certificate of Registration and other
certificate or approval that required for aircraft operation are current.
(vi) Co–ordinates aircraft accident/ incident investigation in accordance with
Service Difficulty Report (SDR) procedure formulates preventive measures
and furnishes such reports to the CAAT and management.
(vii) Maintains a system of surveillance, sampling and random checks to
effectively ensure that all activities pertaining to the maintenance of aircraft,
engines, components and associated equipment are accomplished in
accordance with CAAT and manufacturer requirement/ recommendation and
good civil aviation industry standards practices.
(viii) Monitor that the Quality Assurance and safety are properly established,
documented, implemented and maintained;

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(ix) Monitor compliance with, and the adequacy of, procedures based on
regulatory and company requirements;
(x) Ensure that a Quality Assurance is properly established, documented,
implemented, maintained and disseminated, which includes establishment of
an audit framework and periodic internal and external audit schedules;
(xi) Ensure that audits on external service providers are performed for monitoring
as well as to ensure that requirements that affect safety and/or security of
operations are being fulfilled;
(xii) Compilation of audit summaries and submission for NokScoot Meetings;
(xiii) Maintain, update and disseminate Quality Assurance Manual and /or other
relevant corporate quality manuals/bulletins/circular;
(xiv) Conduct training/briefing, station audits, and internal and external audits;
(xv) Report application and functioning of the Quality Assurance to CEO, to
ensure that corrective actions are both identified and promptly addressed;
(c) Delegation
responsibilities of Manager, Airworthiness Quality Assurance.
1.5.7 Quality Assurance Specialist

(i) Implement and ensure the performance of the quality assurance system.
(ii) Ensure that relevant CAAT Air Operator Certificate Requirements (AOCR),
including company regulations and standards, relating to operations are
complied with.
(iii) Facilitate and manage internal audit program including scheduling audits,
following up on findings, and regularly reporting on the QA system
performance, as required.
(iv) Oversee electronic database to ensure effective management of data derived
from the quality assurance program.
(v) Monitor compliance with relevant regulations and standards.
(vi) Develop and maintain Quality Assurance System Database.
(vii) Support and facilitate the investigation of Mandatory Occurrence Reports
where operations activities are concerned, and coordinate recommendations
as applicable and enforce corrective/preventive actions.
(viii) Other duties as assigned by Manager, Corporate Quality.
1.5.8 Quality Assurance Engineer

(i) Ensure that relevant CAAT Air Operator Certificate Requirements (AOCR),
including company regulations / standards, relating to maintenance, overhaul,
repair, modification and inspection of NCT aircraft, engines and components
are complied with.
(ii) Oversee electronic database to ensure effective management of data derived
from the quality assurance program.
(iii) Monitor compliance with aircraft maintenance relevant regulations and
standards.
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(iv) Ensure continuing airworthiness of NCT fleet through a comprehensive

airworthiness review and control program.
(v) Support and facilitate the investigation of Mandatory Occurrence Reports,
which maintenance activities concern, that affect aircraft airworthiness,
coordinate recommendations as applicable and enforce corrective/preventive
actions.
(vi) Where necessary, oversee the customer Production Inspection Program for
new production aircraft at the manufacturer’s assembly lines.
(vii) Other duties as assigned by Manager, Airworthiness Quality Assurance.
1.5.9 Quality Action Group (QAG)
The Quality Action Group is comprised of operational department representatives, preferably internal
auditors, and chaired by QMC or QMA. Their duties and responsibilities include, but are not limited to
the following:
(a) Review and consider NCT Departmental quality performance;
(b) Provide inputs to HOD and ERMC meetings as appropriate;
(c) Review and amend company procedure to ensure that they are in compliance with
all relevant authorities’ regulations;
(d) Participate in company auditing, both internal and external audits;
(e) Monitor, review and provide reports on Quality Assurance Key Performance
Indicator performance.
QAG meetings shall be held on a monthly basis and report the minutes of meeting to Head of SSQ.
The procedure for QAG meeting arrangement is described in QSPM 4.3 QAG Meeting.
1.5.10 Internal Auditor

An internal auditor shall be nominated by his/her HOD, have passed internal auditor qualification
process and remain qualified as specified in QAM 4.3. While performing internal auditor duties, he/she
shall report to QMC or QMA as appropriate and is responsible for:
(a) Reviewing and development of internal audit checklists.
(b) Performing internal audits in accordance with NCT audit procedures and preparing
internal audit reports reflecting the results of the audit performed.
(c) Following up with auditees on their responses to CARs and overdue findings.
(d) Assisting QMC and QMA in the oversight and review of management and
maintenance of the quality policies and procedures.
(e) Assisting with external audits.
1.5.11 Document Controller

Document Controller is a job assigned to any of the Quality Assurance staff. A Document Controller is
responsible for:
(a) Reviewing draft documents submitted through Controlled Document Change
Request on SharePoint in accordance with the document amendment procedure in
QAM 6.6 – 6.9.
(b) Ensure internally concurred documents are approved or accepted by CAAT if
required and the complete, approved document are submitted to CAAT in
accordance with the Controlled Distribution List.

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(c) Distributing and organizing controlled documents in electronic format (SharePoint

E-documents and CD-ROM). (Note: The distribution and management of a
controlled document in hard copy is the responsibility of the department owing it.)
(d) Archiving controlled documents once they become obsolete.
(e) Ensuring all NCT controlled documents are in correct formats and managed in
accordance with the requirements specified in QAM Chapter 6 Flight Safety
Document System.
(f) Ensuring Document Custodians are trained and able to perform related work under
NCT FSDS.
1.5.12 Document Custodian[ORG 2.1.1 (ix), AOCR 1.2, AOCR 2.1]

Document Custodian is a job assigned to a staff member in each operational department by his/her
HOD and is responsible for:
(a) Keeping updated with regulatory requirements, standards and NCT

policies/procedures.
(b) Reviewing and revising controlled documents under his/her department’s ownership
in accordance NCT document amendment procedures.
(c) Ensuring external service providers within their department’s scope of operation are
provided with the current revisions of NCT manuals and have access to required
external documents (e.g. IATA DRG, IATA AHM, etc.).
(d) Distributing and organizing controlled documents in paper format under his/her
department’s ownership, if any.
Delegation[ORG 1.3.2]
1.6.1 Delegated Managers
The operational functions of the Accountable Manager are normally delegated to Deputy CEO.
Head of Safety, Security and Quality shall be the formal representative and supports CEO in matters
regarding aviation authorities, safety management, security management, crisis management; and
corporate quality assurance.
1.6.2 Delegation of Head of Safety, Security and Quality
During the temporary absence of Head of SSQ (HSSQ), Manager, Safety (SM), Manager, Security
(SECM), Manager, Corporate Quality (QMC) or Manager, Airworthiness Quality (QMA) will normally
cover his/her duties. A full hand over briefing shall be arranged by HSSQ for extended periods of
absence. HSSQ will send an email notification advising all concerned of his/her absence and name of
assigned person who will cover his/her duties.
1.6.3 Delegation of Quality Managers
During temporary absence of QMC or QMA, Head of SSQ, as an immediate supervisor of QMC and
QMA, will cover his or her duties and responsibilities.
1.6.4 Delegation e-mail or letter
During the delegation period, Head of Department or manager shall issue e-mail or letter of delegation
to define the following:
(a) Period, date;
(b) Delegated name;
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(c) Responsible task or work; and

(d) Delegated authority.
Below is delegation e-mail or letter format which should be used:
“During my absence between (period, date), (delegated person’s name and position) will be responsible
for (work or tasks) and has an authority to (scope of authorization).”
Personnel Requirements[ORG 1.6.2]

1.7.1 Post Holders
The CEO, taking into consideration the complexity and nature of the operations, shall nominate
designated persons (post holders as per but not limited to AOCR requirements) for CAAT acceptance.
For Safety, Security and Quality Department, the following nominated/designated positions shall meet
CAAT requirements:
(a) Head of Safety, Security and Quality as a AOCR Head of Safety definition, should
hold an ATPL and appropriate ratings for at least one of the aircraft used by the
operator, or he/she should have experience working in an airline or equivalent
organization on aviation safety.
(b) A designated quality manager(s) will monitor the compliance with, and adequacy of,
procedures required to ensure safe operational practices and airworthy aircraft.
A detailed list of NCT nominated post holders can be found in Chapter 1.3 of this manual. When a post
holder is nominated, he or she shall prepare and submit his/her qualifications, in CAAT accepted form,
through QMC.
A list of all NCT job qualification requirements is maintained in NCT Corporate Manual.
All post holders shall be familiar with his or her duties relevant to CAAT regulations, announcements,
AOCR and airworthiness requirements, including ICAO Annexes.
Every employee or staff shall be competent and qualified to his/her responsible job. Each position job
qualification should include duties but not limited to the following basic requirements:
(a) Basic education;

(b) Skills;
(c) Experience; and
(d) Training needs.

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1.7.2 Requirements for Quality Assurance Staff
Quality staff qualifications and training requirements are listed in the following table:
Position Qualifications Training

Manager, Operations Required: Required:
& Corporate Quality • Proven knowledge and • Human Factors
Manager, Corporate understanding of ICAO, IATA • Safety Management
Standards and CAAT regulations and System/Risk Management
and requirements • IATA or ISO Internal Auditor or
Manager, • At least 5 years of experience equivalent
Airworthiness Quality in an airline or aviation industry • Airline or ISO Quality
Assurance • Auditing experience Assurance System
Preferred: Preferred:
• 3 years of experience in quality • Aviation Lead Auditor Training
assurance, airline quality
assurance, aircraft
maintenance/engineering
quality assurance
Quality Assurance Required: Required:
Specialist • Proven knowledge and • Safety Management System
and understanding of ICAO, IATA Preferred:
Quality Assurance and CAAT regulations and • IATA or ISO Internal Auditor or
Engineer requirements equivalent
• At least 3 years of experience in • Airline or ISO Quality Assurance
an airline or aviation industry System
Preferred: • NCT aircraft model basic or
• 1 year of experience in airline equivalent course.
quality assurance
• 1 year of experience in aircraft
maintenance/engineering quality
assurance
• Auditing experience

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Communication
Quality Program communication are accomplished via various communication channels such as Quality
Action Group Meetings, Enterprise Risk Management Meetings (ERM) and by issuing Quality Notices
(QN). Procedures for QAG meetings as well as the issuance of QN are documented in QSPM 4.1 and
QSPM 3.8 respectively.
Significant quality issues that present significant operational risk and/or operating limitations to NCT
shall be presented and reviewed in an appropriate management meeting. Regular Management
meetings relating to quality are described in the table below:
Subject Required authority Meeting

Significant impact to NCT
Head of Department (HOD)
operations and require budget CEO or Accountable Manager
meeting or ERM Meeting
approval
Impact overall operations and Line Operations Committee
interact with other department Head of relevant department(s) (LOC) meeting or special inter-
actions department meeting
Other quality issues Quality Managers QAG
NCT SharePoint site is used for electronic distribution of manuals, publications and notices as well as
for collaboration and information sharing between departments. Refer to QSPM 3.4 for the electronic
document distribution process.

Chapter 2
Operational Planning and Review
2 OPERATIONAL PLANNING AND REVIEW
Operational Safety, Security and Quality Objectives
NCT’s objective is not only to be in compliance with all relevant authorities’ regulations but also to
achieve the highest level of safety, security and quality practices throughout the company’s operations.
NCT will maintain processes to establish corporate objectives and corporate/departmental performance
measures.
To measure progress toward fulfilling the company’s safety and operational objectives, NCT shall
establish Safety and Operational performance objectives (SPIs and KPIs). These indicators shall be
derived through the corporate review processes outlined in the Corporate Manual.
NCT will strive to achieve the highest level of safety and security standards and quality work practices
throughout its airline operations by:
(a) Meeting or exceeding all regulatory, legal, industry standards;

(b) Ensuring continuous improvement of Safety Management System and operational
performance;
(c) Satisfying operational needs, including ensuring the effectiveness SMS
implementation.
Key Performance Indicators of the Quality Assurance System
(a) Audits are completed according to the approved audit schedule;

(b) Corrective actions are closed by due date;
(c) Trends for the closure time of actions arising from audits are monitored;
(d) Corrective/preventative action reports include:
(i) Summary of actions by status and priority;
(ii) Report of on time action closure performance;
(iii) Summary of high priority arising from NCT audits, identifying non-compliance
items.
(e) Action tracking;
(i) Produce a statement of actions, in descending order of risk, against each
department
Quality Assurance Review
The following reports shall be prepared for management review and communicated to operational and
other personnel:
(a) QMC and QMA shall prepare a quarterly report showing Quality Assurance
performance of NCT for the period.
(b) A simplified monthly report is also prepared identifying significant audit trends and
actions not closed on time.
(c) A statement of all open and in progress actions against each department shall be
distributed via email by the second Friday of each month to the responsible manager
and posted on the NCT Quality page in SharePoint.

Chapter 2
Executive Forums
The NCT Board shall provide oversight of critical operational safety, security, and risk issues. The
following describes the quality-related forums related to NCT:
2.4.1 NCT Management Committee (MC)

The NCT Management Committee Meeting is a forum to coordinate and decide on operational and
other issues within NCT. Department Heads meet fortnightly, chaired by the CEO or DCEO. In terms of
risk management, the objectives of NCT MC are to:
(a) Ensure that a risk management plan is implemented embracing acceptable risk
management processes and best practices;
(b) Assess audit performance and review on the level of compliance with the risk
management plan;
(c) Develop risk profile and risk objective of NCT and review this annually with a view
to adequately protect shareholders’ investment and NCT’s assets;
(d) Highlight to the Board, enterprise-wide risks that are multi-divisional in nature.
2.4.2 NCT Enterprise Risk Management Committee (ERMC)

The NokScoot Enterprise Risk Management Committee (ERMC) is the body responsible for the
management of risk and the monitoring of airline performance. Members of the ERMC have direct
responsibility and accountability for the operations of the airline.
The ERMC ensures proper oversight of the corporate risk management framework and allows for
integrative and holistic strategic planning.
The ERMC provides assurance to the Accountable Manager, Board of Directors and appropriate
regulatory authorities that NokScoot corporate risks, regulatory obligations, Safety and Security
Management Systems (SMS / SEMS) and Quality Assurance System (QA) systems are being managed
effectively.
The objectives of the ERMC are to:
(a) review and recommend to the Board of Directors for approval, and, where approval
has been delegated by the Board, approve the type and level of business risks
that NokScoot undertakes on an integrated basis to achieve its business strategy;
(b) Establish and oversee the operation of the risk management frameworks and
policies, which shall be commensurate with the structure, risk profile, complexity,
activities and size of the company;
(c) Specifically address strategic risks, financial risks, operational risks, compliance
risks and hazards that may have a significant impact on safety, security, the
reputation, financial position and business operations of the company;
(d) Oversee processes and systems for implementing and monitoring compliance with
such policies and procedures, including processes and systems to:
(e) Identify and review risks and risk management deficiencies, including emerging
risks;
(f) Ensure effective and timely implementation of actions to address emerging risks and
risk management deficiencies;
(g) Establish managerial and employee responsibility for risk management;
(h) Ensure the independence of the risk management function;

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(i) Define corporate and operational key performance indicators and set relevant
performance targets and levels (KPIs);
(j) Define safety and security and quality performance indicators and set relevant
performance targets and alert levels (SPIs/SPTs);
(k) Review performance indicators against objectives and targets, identify possible
issues and decide action plans;
(l) Review the circumstances of significant hazards, incidents and accidents to ensure
that proper investigation has been carried out, and action taken to prevent
recurrence is adequate;
(m) Provide strategic directions to departmental Safety, Security Action Group (SSAG)
and Quality Action Group (QAG) where applicable.
Further details on the organization and modalities of the ERMC can be found in Corporate Manual 2.3
NCT Enterprise Risk Management Committee (ERMC).

Chapter 3
Regulatory and External Requirements
3 REGULATORY AND EXTERNAL REQUIREMENTS

General
The following are regulatory, external organization requirements and organization, which NCT is bound
to comply or will strive to conform, but not limited to:
(a) CAAT Air Operator Certificate Requirements (AOCR), Air Navigation Acts,
Announcements, National Civil Aviation Security Program, Advisory Circulars (AC)
and Guidance Materials
(b) IOSA standards
(c) Airport Authority of Thailand
(d) Ministry of Labor
(e) NCT destination airport relevant authorities such as CAAC, CAAS and JCAB
(f) Relevant Thai local authorities
All responsible departments shall gain access to regulations and requirements from the above-
mentioned authorities and ensure that applicable regulations and requirements have been implemented
into NCT operation.
Exemptions, Permission and Approvals
For exemptions, permissions and approval of alternative means of compliance requested by CAAT,
concerned departments shall complete a risk assessment with either qualitative or quantitative
justification, as part of SMS, at the appropriate level, prior to submitting for approval. Furthermore, each
exemption shall be reviewed in the ERMC meeting with a view to eliminating the need for the exemption,
as well as to check validity and robustness of any mitigating measures in place.
Relevant Heads of Departments shall ensure that exemptions/exceptions do not imply that they may
be used to overcome an unpopular requirement or that compliance with a requirement is optional. The
use of such mechanisms must be regarded as the exception, not the norm.
Every concerned Head of Department is responsible for ensuring that any Exemptions, Permissions
and Approvals remain valid, and should apply for re-validation well before the expiration date. QMC and
QMA shall maintain a Master list of Exemptions, Permissions and Approvals and keep it monitored to
ensure no items go overdue.
Coordination
Head of SSQ will coordinate with regulatory authorities including, but not limited to, CAAT, Ministry of
Labor, Airport Authority of Thailand and other authorities concerned to ensure that rules, policies and
procedures stated in this manual are clearly understood and accepted by the authorities.
QMC will ensure that the QAM and other related documents are in line with current aviation law and
regulations.
3.3.1 Human Resources

The Human Resources processes are of vital importance to achieving the NCT Safety, Security and
Quality Policy and Objectives. Recruitment of highly qualified persons is a major success factor in
achieving high safety, quality and efficiency. Furthermore, the follow-up through timely and objective
promotion, appraisal and disciplinary actions is very important in order to ensure a skilled and motivated
workforce.

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NCT is therefore committed to provide adequate resources and trained personnel for management,
performance of work and the necessary verification activities that are affecting the quality of works or
services in Safety, Security and Quality.
The managerial staff shall ensure that adequate resources for the relevant verification activities as well
as the operation and continued improvement of NCT quality management system are identified and
made available effectively, efficiently and in a timely manner. They shall also provide tangible resources
so as to improve service realization and support facilities.
Staff performing duties affecting safety, security and quality must be in a physically and emotionally fit
state. This includes attention to such factors as sleep, personal fitness and health, mental stress level,
lifestyle and activities prior to commencement of duty. Additionally, they must not in any way be
influenced by psychoactive substances, which might render them unable to safely and properly exercise
those privileges, unless certified by the company doctor or a government clinic or hospital.
Each department head shall identify key position staff qualification in departmental manual and shall
ensure that his/her staff are qualified accordingly.
Head of SSQ shall perform verification of these activities through an internal audit program. The
activities conducted are towards continual improvement of NCT quality management and verification to
enhance customers’ satisfaction and safety.
3.3.2 Facilities
Each head of department shall ensure that Facilities shall be provided appropriately for all planned
work, ensuring in particular, and personnel protection from the weather elements. Office
accommodation is provided for the management of the planned work and their staff so that they can
carry out their designated tasks effectively. Human factor shall be considered including occupational
health and safety in accordance with Thai Labors law.
3.3.3 Flight Safety Document System (FSDS)

All NCT staff including its sub-contractors shall always be provided with latest revision of work
instruction and manuals under NCT Flight Safety Documents System (FSDS) in a proper format.
Each department shall ensure that the work instructions and/or manuals are legible, accurate and in
durable material. NCT FSDS is company property and it shall be kept confidential. Refer to Chapter 6
Flight Safety Document System for more details.
Arrangements for Aircraft Continuous Airworthiness and Maintenance Support
Head of Engineering is responsible to establish General Maintenance Manual (GMM) to describe the
procedures necessary to ensure all scheduled and unscheduled maintenance is performed on time and
in a controlled and satisfactory manner. He shall establish GMM in detailed enough and comply with,
but not limited to, the following CAAT aircraft airworthiness arrangement requirements and QMA shall
ensure the compliance;
(a) Sufficient manpower shall be arranged, qualified and received appropriate

authorized to perform planned work;
(b) Certifying Staff or License Aircraft Engineer (LAE) shall be qualified as per CAAT
Regulation of the Civil Aviation Board Number 77 on the Qualifications and
Privileges of Applicants for Aircraft Engineers (RCAB 77) or as revised including
CAAT related regulations. In addition to RCAB 77, NCT LAE candidate shall
complete company related procedure manual and submit authorization request to
QMA for authorization process;
(c) Renewal of LAE authorization, he or she shall perform at least 180 LAE tasks of
NCT authorized aircraft type in consecutive 2-year period, from authorization date.
A recording of 180 tasks at different dates in 2 years period is minimum expected
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record to demonstrate CAAT requirement. The recorded only during first year of 2-
year period cannot be considered as acceptable as the experience to gain renewal
authorization. LAE working logbook shall be established by head of engineering in
format which acceptable to QMA;
(d) Facilities shall be provided appropriate for all planned work, ensuring in particular,
protection from the weather elements. Office accommodation is provided for the
management of the planned work and certifying staff so that they can carry out their
designated tasks in a manner that contributes to good aircraft maintenance
standards;
(e) If secure storage facilities are provided for components, equipment, tools and
material, storage conditions ensure segregation of serviceable components and
material from unserviceable aircraft components, material, equipment and tools.
The conditions of storage are in accordance with the manufacturer’s instructions to
prevent deterioration and damage of stored items. Access to storage facilities is
restricted to authorized personnel;
(f) Aircraft Maintenance Schedule or Maintenance Planning Document, Airworthiness
Directive, Aircraft Maintenance Manual and all related maintenance instruction, such
as Service Bulletin etc., including modification control procedure. They shall always
be kept update, accurate and made available to all concern personnel. Responsible
person or function shall be clearly defined;
(g) Equipment, tools and material shall be available to perform the approved scope of
work. Only manufacturer specifies a particular tool or equipment is used, unless the
use of alternative tooling or equipment is agreed by CAAT via procedures specified
in GMM. Ensure all tools, equipment and particularly test equipment, as appropriate,
are controlled and calibrated according to an officially recognized standard at a
frequency to ensure serviceability and accuracy;
(h) Spare Parts and Component shall be CAAT approved or accepted parts. For
repaired component and part, it shall be performed by CAAT approved Repair
Station and attached with CAAT Form 1 or alternate certificate which CAAT
accepted;
(i) Maintenance data and records control procedure;
(j) Major Repair and Major Alteration, which required CAAT approval prior to
embodiment or repairing, QMA shall ensure that all repair and alteration are
embodied in according with CAAT regulation and request the approval from CAAT
and invite CAAT for assessment, if required;
(k) Perform Maintenance Review of each NCT aircraft in accordance with CAAT
requirements;
(l) CAAT Mandatory Occurrence Reporting procedure.
Flight Operations
As per AOCR, the following shall be arranged or specified in Flight Operations relevant manuals;
(a) Organization and Contents of Operation Manual shall be in accordance with AOCR
Chapter 2 Operations Manual and Appendix K2.
(b) Flight crew periodical test/check, as defined in AOCR Chapter 4 Training and
Checking.
(c) All applicable CAAT regulations and announcements.
(d) Limitations of Flight Duty Periods (FDP) – flight crew; the maximum permitted FDP
(in hours) shall be in accordance with AOCR Appendix C1.

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(e) Navigation data or aeronautical data/publishing shall be procured from CAAT

accepted source and/or FAA accepted source (as per AC 20-153 and RTCA DO-
200A) or EUROCAE ED-76 or CASA approved/accepted.
Ground Operations and Aircraft Dispatch
Ground operations, including those operated by agencies and dispatcher officers, procedures shall be
in compliance with AOCR Chapter 3. Aircraft loading and all ground operations should be developed in
accordance with the latest editions of IATA Ground Operations Manual and IATA Airport Handling
Manual.
Training Operations
Training operations shall be in accordance with AOCR Chapter 4 Training and Checking and Chapter
6 Emergency and Survival Training, Practice and Checking Requirements for Flight Crew and Cabin
Crew.
Training facilities shall be adequate for quality training, not impaired by noise, light and have space
and/or suitable enough for each type of training.
Training Department shall ensure quality of training devices, any different or deviating specification shall
not impact training effectiveness.

Chapter 4
Quality Assurance System
4 QUALITY ASSURANCE SYSTEM

General[ORG 3.4.1, AOCR 1.7.5]
The NCT Quality Assurance System (QAS) includes the formal and systematic process of auditing and
evaluation of (1) the management system, including safety, security and quality functions, and (2)
operational functions. The QAS and shall proactively identify business improvement opportunities and
ensure the adequacy of, and compliance with the procedures required by CAAT, other applicable
authorities, international standards and NCT policies.
The objectives of the NCT QAS are to ensure the organization is:
(a) Complying with applicable regulations, such as CAAT regulations, CAAT AOCR
requirements, other relevant aviation authorities and applicable standards (i.e. the
current edition of IOSA Standard Manual (ISM)). Such compliance is ensured by the
internal audit program which includes the audits of external service providers and
outsourced operational products. Checklists used for the audits will be developed
from relevant AOCR requirements and IOSA Standard Manual (ISM).
(b) Satisfying stated operational needs. NCT uses audit checklists also account for
company policies and standards within each operational area to ensure operational
needs are met.
(c) Identifying areas requiring improvement considering the industry best practices and
standards.
(d) Identifying hazards to operations. Each department and external service providers
are regularly audited on their safety management system including risk
management, operational reporting and safety performance monitoring to ensure
operational hazards are identified and risks are controlled or mitigated. Every finding
and observation shall be risk-assessed to ensure risks are mitigated as low as
reasonably practicable.
(e) Assessing effectiveness of safety risk controls. NCT audit program requires auditors
to review relevant operational safety reports and previous audit results before
performing an audit to ensure the approved/agreed corrective actions are effectively
implemented.
Refer to QAM 4.4 Audit Program for more details.
The NCT Quality Assurance System is comprised of:

(a) A quality audit program (QAM 4.4)
(i) Operations quality system
(ii) Security quality control system (Refer to Security Manual for more details)
(iii) Airworthiness quality system
(b) Outsourcing and product quality control procedures (QAM 4.7 and QAM 4.8)
(c) Quality assurance system database (QAM 4.13)
(d) Centrally coordinated documents management system (QAM 6)
(e) Quality review processes (QAM 4.5)

Chapter 4
Quality Assurance Program (QAP)
QAP overall scope of auditing encompasses all areas of the organization that impact flight operations
and airworthiness quality in terms of safety and security. This includes the overall management system
as well as operational functions to include flight operations, operational control/flight dispatch,
maintenance operations, cabin operations, ground handling and cargo operations and external service
providers.
4.2.1 QAP Functional Independence[ORG 3.4.12, AOCR 1.10]

QAP is independent in a manner that permits the scheduling and conducting of audits as deemed
appropriate for the size and scope of operations. Functional independence ensures auditors are not in
a position where their objectivity may be subject to bias due to conflicting responsibilities. Safety,
Security and Quality Department reports directly to the Accountable Manager and is not under any
operational departments.
During audit planning, auditors should be selected on the basis of their objectivity and impartiality –
such that their association with the work being audited would not influence their judgment. Anyone
auditing their work may be influenced to overlook, hide or ignore facts pertinent to the audit. They may
also be familiar with the work that they are blind to its full strengths and weaknesses. Therefore, auditor
impartiality shall be ensured by taking the following into account:
(a) Auditors can be from the same department as the activities being audited, provided
they do not perform the activities being audited and the Lead Auditor is from another
department.
(b) Audit could be carried out by external competent personnel.
4.2.2 Just Culture in Auditing
In alignment with NCT Safety Policy, the QAP will incorporate just culture principles to include:
(a) Auditor and responsible personnel from the audited area have a comprehensive
discussion and reach agreement on the findings and corresponding corrective
actions.
(b) Clear procedures established to resolve any disagreement between the auditor and
audited area.
(c) All action items require follow-up to ensure closeout within an appropriate period.
4.2.3 Auditor Code of Ethics
To enhance the impartiality and independence of audits, NCT auditors are required to adhere to the
following code of ethics:
(a) To act in a strictly trustworthy and unbiased manner in relation to both the
organization to which they are employed, contracted or otherwise formally engaged
and any other organization involved in an audit performed by them or by personnel
under their direct control;
(b) To disclose to their employer any relationship they may have with the organization
to be audited before undertaking any audit function in respect of that organization;
(c) Not to accept any gift, commission, discount or any other profit from the organization
audited, from their representatives, or from any other interested person nor
knowingly allow personnel for whom they are responsible to do so;
(d) Not to disclose the findings, or any part of them, nor to disclose any other information
gained in the course of the audit to any third party, unless authorized in writing by
both the auditee and the audit organization, if applicable;
(e) Not to act in any way prejudicial to the reputation or interest of the audit organization;
and in the event of any alleged breach of this code, to co-operate fully in any formal
enquiry procedure.

Chapter 4
Internal Auditor Qualification Requirements
To become qualified as NokScoot internal auditor, one is required to undergo the process described
below:
4.3.1 Internal auditor[ORG 3.4.13 (ii), AOCR 1.7]

(a) Attend and pass a Safety Audit or Quality Management System Audit course
arranged or accepted by the company.
(b) Complete NokScoot Internal Audit Process and Database Training
(c) Observe one audit as an audit team member;
(d) Conduct one audit under supervision of a qualified auditor;
(e) Pass an auditor release check.
4.3.2 Lead auditor
(a) Be a current and qualified internal auditor;
(b) Attend and pass Aviation Lead Auditor Training or have gained experience
conducting more than 10 audits as a qualified auditor.
More details on auditor training are documented in QSPM Chapter 1.10 Auditor Initial Qualification
Process and Chapter 1.11 Auditor Continuing Qualification Process.
4.3.3 Auditor Recency[ORG 3.4.13 (ii), AOCR 1.7]

To maintain an appropriate level of audit experience, internal auditors shall:
(a) conduct a minimum of 2 (TWO) internal audits/inspections/surveys/assessments

within a 12-month period, one of which shall be an audit and the other can be an
audit, inspection, survey or assessment
(b) Attend and pass Recurrent Auditor training specified in QAM .5.1.8 Internal Auditor
Training.
(c) Pass an annual auditor evaluation conducted by QMC, QMA, a qualified Lead
Auditor, or an assigned QA staff.
4.3.4 Auditor Re-qualification
In case an individual auditor fails to maintain his/her audit qualifications as specified above, he/she is
required to:
(a) Attend and pass Initial Auditor Training, and

(b) Pass an auditor release check conducted by QMC, QMA or an assigned qualified
auditor.
4.3.5 Auditor Assessment and Authorization
QMC is responsible for assessment and authorization of auditor candidates to become qualified NCT
auditors. The scope of activities an individual auditor is authorized to audit shall be decided upon by
QMC or QMA, as appropriate, based on the review of his/her educational and professional
backgrounds.
To remain qualified as an internal auditor, an individual shall pass an annual auditor evaluation
conducted by QMC, QMA, or an assigned Lead Auditor. [ORG 3.4.13 (iv), AOCR 1.7]
The updated list of authorized auditors is maintained by QMC and posted on the NCT SharePoint -
SSQ Services Quality page

Chapter 4
Audit Program [ORG 3.4.6]

NCT audits are divided into 5 categories as follows:
Standard/ Checklist to be
Audit category Scope Interval
used
1. Internal audit 1) Organization Every 24 Current edition of IOSA
management (ORG) months Standard Manual (ISM) [ORG
3.4.6 (i)]
2) Flight operations (FLT)
3) Operational control
and flight dispatch
(DSP)
4) Aircraft engineering
and maintenance
(MNT)
5) Cabin operations
(CAB)
6) Ground handling
operations (GRH)
7) Cargo operations
(CGO)
8) Security management
(SEC)
2. Base audit 1) GHAs (cargo, ramp, Every 24 NokScoot checklists
(DMK) load control, months
(See Note 1) passenger handling)
2) Security (ASM)
3) Fuel supplier (BAFS,
PTT)
4) Engineering (TG)
3. Outstation 1) GHAs (cargo, ramp, 1) Pre- NokScoot checklists
audit (See load control, operation
Note 2) passenger handling) audit (See
2) Security Note 3)
3) Fuel supplier 2) 6 months
4) Anti/De-icing service after the
5) Engineering (Only 1 inauguration
and 3) flight
6) Flight (station 3) Every 24
dispatch) months after
7) Air traffic service 2).
4. Other Sample outsourced Every 24 NokScoot checklists
outsourced functions: months or as
functions 1) Subcontracted specified in the
maintenance (e.g. SIA SLA, whichever
Engineering, repair, is more frequent
planning, line station)
2) Catering
5. Interim audit See Note 4. See Note 4. N/A
Note 1: Base audit of each function may be conducted separately. However, the audit interval of 24
months shall be adhered to.
Note 2: Outstation audits should normally be carried out concurrently as one audit event.
Note 3: A pre-operation audit, which includes a minimum of ramp safety and flight operations audits,
shall be conducted at a station prior to the inaugural flight. Pre-operation audit is mandatory and is
applicable for both scheduled and chartered flight operation. For destinations where NCT operates
chartered flights to, if the approved flight frequency is equal to or higher than 3 flights per week and 6
consecutive weeks, a pre-operation audit is required. For less frequent chartered operation, the decision
Chapter 4
whether to perform a pre-operation audit depends on the risk analysis results of Pre-Operation
Assessment done by Flight Operations Department as well as relevant safety reports.
Note 4: When an audit in 1-4 reveals significant risks or deficiencies, or in case of overdue findings, an
interim review/audit of selected areas of operations can be carried out subject to Head of SSQ approval.
The function(s) to be audited shall be notified in writing at a reasonable period of time in advance.
4.4.1 Oversight Activities

Under NCT Quality Assurance System, oversight activities are divided into 2 categories
(a) Audit: a periodic, independent, and documented examination and verification of

activities, records, systems, programs, processes, and other elements of an
organization, to determine the level of compliance or conformity with applicable
regulations, standards and other requirements. An on-site audit shall be conducted
by a qualified auditor who is trained and certified by SSQ Department in accordance
with QAM 4.3 Internal Auditor Qualification Requirements. There are 2 types of audit
activities:
(i) On-site audit: an audit conducted on the premises of the auditee. An on-site
audit typically involves an official examination and/or review of documents,
records and actual operation/performance of the auditee. It is compulsory that
the audits in Item 1-4 in QAM 4.4 Audit Program are conducted on-site at the
interval specified in the table. However, an off-site audit can be performed as
part of the ongoing monitoring process at an interval more frequent than those
specified in QAM 4.1. Refer to QSPM 1.2 and QSPM 1.3 for the on-site audit
procedure.
(ii) Off-site audit (Equivalent terms: desktop audit, self-audit): the process of
remotely reviewing information provided by the auditee. An off-site audit can
be performed when it is necessary to conduct an interim audit or an audit at
a more frequent interval to ensure adequate oversight as well as resource
optimization. Refer to QSPM 1.8 for the desktop audit procedure.
(b) Inspection: an activity carried out to look upon, to view closely and critically, to
scrutinize, to determine the condition, accuracy and efficiency of a part or unit, to
ensure that equipment, product or data shall not be used unless it is updated, in the
best of condition and complies with an approved standard. An inspection is part of
NCT Quality Control activities and is normally conducted by a process owner, which
is the department that has direct responsibility for the safety and/or security of
operations in their respective operational areas(s).
4.4.2 Audit Planning[ORG 3.4.10]
The annual audit program shall contain all planned audits, as determined and approved by Head of
SSQ and CEO.
The annual audit program will be developed based on:
(a) Input from NCT executive review forums as mentioned in QAM Chapter 2.4
(b) Defined audit objectives that address ongoing compliance with CAAT regulatory
requirements, NCT standards and other applicable regulations, rules and standards
(c) Considers relevant operational safety or security events that have occurred
(d) Considers results from previous audits, including the effectiveness of corrective
actions that has been implemented
(e) External audit requirements, new station or fleet changes, organization changes,
IOSA Conformance, etc.
The program may be updated and amended based on the following considerations:
(a) Risk assessment of the area/vendor/process

Chapter 4
(b) Any significant change in management, organizational policy or procedures that

could affect the operational standards
(c) Special projects, fleet changes or route structure changes
(d) Criticality of certain processes and or activities
During the planning phase, resources, including manpower requirements shall be identified to ensure
planned audits can be performed successfully. More details on audit planning are documented in QSPM
1.1 Audit Planning.
4.4.3 Audit Scope

When identifying an audit scope, the following shall be considered:
(a) Audit focus that should distinguish internal vs. external audits and system, process,
product/services audits
(b) Identification of the organizational units/areas to be audited, both internal and
external organizations
(c) Shall include regulatory requirements and applicable standards
In alignment with Thailand AOCR, the audit scope is further distinguished as Operations quality system
and Airworthiness quality system
Both systems ensure functional quality controls (checks) are in place and applied by the operational
departments, with the quality ‘assurance’ oversight administered by SSQ Department.
(a) Flight Operations Quality System Checks are described in QAM 3.5.
(b) Airworthiness Quality Assurance Checks for Aircraft Maintenance are described in
QAM 3.4.
4.4.4 Audit Scheduling
Audits shall be scheduled at intervals to meet regulatory and management system requirements. A
schedule of audit modules will be produced for each planning period (one calendar year) and will specify
the audit interval, date of previous audit and the scheduled date for the next audit.
For IOSA conformance, audit frequency for each department and/or process shall be at least every 24
months.
If necessary, an interim review program will be established based upon the significance of the audit
findings and feedback associated with each department/section process. More frequent audits shall be
conducted should the audit process reveal significant risk or deficiencies relative to any process
standard outlined above. Each audit team will review previous audit reports conducted by any of the
above listed audit process teams prior to conducting each audit.
An annual audit program is published on the NCT SharePoint Quality page and shall be acknowledged
by all HODs and internal auditors.
Detailed planning and scheduling procedures are found in the QSPM 1.1 and 1.2.
4.4.5 Audit Team

(a) General
The Audit teams is typically composed of qualified auditors as defined in QAM 4.3, and
subject matter experts as required.
The audit team will typically be drawn from NCT internal auditors but may include qualified
external auditors and subject matter experts as required. The team should comprise of one
lead auditor and appropriate team member(s), selected by QMC or QMA as appropriate.
The number of auditors in a team depends on the scope, size and complexity of the audit
to be carried out.
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In addition, the members of the audit team should be impartial and functionally
independent of the functions and activities to be audited.
(b) Use of External Auditors for Internal Audits

When external auditors are used to conduct internal audits, QMC shall ensure the auditor
meets auditor qualifications, as specified in QAM 4.3.1 - 4.3.3. In addition, the following
shall be considered when using external auditors to ensure effective auditing:
(i) The external auditor must be provided with the current effective version of
NCT audit manual or relevant documentation.
(ii) The external auditor might need familiarization and training to effectively
conduct audits against relevant authority regulations and requirements to
including IOSA standards.
(iii) The external auditor must have the capability, including being appropriately
trained and qualified auditor. The auditor shall have passed auditor training
which cover the topics specified in QAM 5.1.4 or possess a quality auditor
certificate issued by recognized aviation organizations i.e. ICAO, IATA and
CAAT.
(iv) The external auditor must be familiar with NCT organizational structure and
operational processes.
(v) The external auditor must not have a conflict of interest in relation to NCT,
such as competitor airline etc.
(c) Use of Subject Matter Experts (SMEs) in Internal Audits
Subject Matter Experts (SMEs) are technical experts that support the auditor in assessing
certain areas. SMEs may be scheduled and used when auditing in a specific area.
However, audit results that are produced in cooperation with an SME remain the sole
responsibility of the qualified auditor.
SMEs that are used for the purpose of supporting the audit process of a specific following
describes the criteria for the use of subject matter experts in internal audits:
(i) SMEs are NOT classified as auditors under NCT's QA program.

(ii) SMEs shall operate under the supervision of a lead auditor from the QA
program when conducting audit activities.
(iii) SMEs would undergo mission-specific on-site training conducted by the lead
auditor prior to each participation in an audit activity. Such training shall
include:
➢ Audit objectives and scope
➢ Overview of standard(s) and checklist(s) to be used
➢ Roles of the auditor and SME
SMEs that must act independently during the internal audit would be classified as
auditors, and thus be required to complete auditor training as per Chapter 5 of this
manual.
4.4.6 Audit Preparation

The first step in preparing for an audit is to define the desired objectives. The audit objectives define
the tangible achievements expected to result from an audit, normally expressed as a statement of intent
(e.g., to determine compliance with regulatory requirements, to establish conformity with operator
standards, to assess conformity with IOSA standards, to determine efficiency of operations).

Chapter 4
4.4.7 Checklist Development and Revision

The audit checklist shall be prepared based on the objectives and must identify the area of focus for
the particular audit (e.g., flight dispatch function, dangerous goods handling, ramp handling operations,
line maintenance activities).
Preparation must also include the study of the particular area of operation to be audited to include:
(a) Conducting research into any relevant incidents/ irregularities that may have
occurred
(b) Reviewing reports from previous audits
All checklists will be derived using only the NCT approved Standards Library found in the Quality
Assurance System Database.
When developing a new audit checklist and revising existing audit checklists, regulatory and external
requirements, NokScoot procedures as well as industry best practices and standards shall be
considered. Similarly, when changes in regulations, standard and company procedures are identified,
relevant items in the audit checklist shall be revised accordingly. Refer to NokScoot Audit Checklist
Standard Cross-References on SharePoint – Quality Page, for the most updated regulatory/company
standard references made in each audit checklist.
For internal audits, the Lead Auditor shall ensure that the current, effective revision of IOSA Standard
Manual (ISM) is used. [ORG 3.4.6(i)] Refer to IOSA Audit Handbook (IAH) 3.3.4 ISM Applicability for Internal
Assessment for more details.
4.4.8 Audit Notification

The Lead Auditor shall make the following arrangements prior to conducting an audit:
(a) Notify audit or inspection plan to auditees via appropriate channel

(b) Arrange or facilitate for airport pass, security pass, hotel accommodation and
transportation as necessary
(c) Verify audit checklists are appropriate for each area to be audited and ensure the
scope of audit is suitable to achieve audit objectives
(d) Verify audit checklists are based on current and applicable audit standards
Refer to QSPM 1.1 and QSPM 1.2 for more details on audit notification.
4.4.9 Conducting the Audit

Auditors must perform audits in a fair and profession manner and in accordance with just culture
principles as described in QAM 4.2.2.
Before submitting the audit checklist and supplementary evidence to the Lead Auditor, it is the
responsibility of each auditor to ensure the following:
(a) All fields in the audit checklist are filled or marked with N/A as applicable.
(b) There is no redundant or repeated conformity assessment (e.g. both Conformity and
N/A boxes being ticked under the same checklist item).
(c) All items marked as “Non-conformity” must have a description of such non-
conformity in the “Document reference and evidence of implementation” field.
(d) The completed audit checklist is signed and dated.
The Lead Auditor, upon the receipt of the completed audit checklist, shall verify that it is filled in
accordance with the above instruction, before developing the audit report and CARs.
Full details on the conducting of audits are described in the QSPM 1.2 and QSPM 1.3 Conducting the
Audit.

Chapter 4
4.4.10 Audit findings and Observations

All findings resulting from audits, inspections, occurrence investigations and quality deficiencies shall
be addressed using a process which ensures:
(a) Findings, causes, and corrective actions are recorded in the system in an accurate
and consistent manner;
(b) Identification of root cause(s);
(c) Development of corrective actions as appropriate to address findings;
(d) Implementation of corrective actions in appropriate operational area(s);
(e) Evaluation of corrective actions to determine effectiveness.
Many findings will fall under the category of hazards to operations. Identified hazards are subject to the
risk assessment and mitigation process in the development of the corrective action. Finding Risk
Assessment Procedures are described in the QSPM 1.4 Audit Report and CAR, and the comprehensive
Risk Management Procedure in SMM.
Definitions
(a) Finding: a documented statement based on factual evidence that describes non-
compliance or non-conformity with a standard relevant and applicable to NCT
operations. A finding shall be closed in accordance with the procedure described in
QSPM 1.4 Audit Report and CAR.
(b) Observation: a documented statement based on factual evidence that describes
non-conformity with a Recommended Practice that is relevant and applicable to
NCT operations. An observation shall be acknowledged by the auditee. However,
whether to close it is subject to the auditee discretion. Under NCT Audit Program,
an observation can be issued only when auditing against standards in the IOSA
Standard Manual (ISM).
(c) Recommendation: a documented statement based on factual evidence that
describes non-conformity with the industry best practice. A recommendation shall
be acknowledged by the auditee. However, whether to close it is subject to the
auditee discretion.
Findings, observations and recommendations shall be recorded to describe the cause of failure and/or
deficiency. Each finding, observation and recommendation should represent a problem rather than the
symptom of a problem. For example, the finding should be a non-compliance or safety related concern,
and represent a problem that has been identified during the investigation or audit.
Each audit item shall be rated to describe the status of compliance/conformity using one of the following
descriptors:
(a) In Compliance/Conformance
(b) Finding
(c) Observation
(d) Recommendation
(e) Not Applicable
In addition to a textual description of the Finding or Observation, one of the following descriptors should
be used to characterize the type of failure/deficiency as either related to documentation, implementation
or both:
(a) Documentation
(b) Implementation
(c) Documentation and Implementation

Chapter 4
Audit findings are divided into 4 categories:
(a) Major - The safety of the operator and/or airworthiness of aircraft is severely
compromised. Significant breaches of legislative requirements. Process or
operation related to such finding or process to cease until it is rectified.
(b) Significant – Non-compliance with CAAT regulations and/or non-conformity with
NokScoot safety/security standards or procedures. Process or operation may
continue under close monitoring.
(c) Minor – Process or operation is not being effectively managed or performed which
could result in failures.
(d) Area of Improvement/Recommendation – Item is in compliance or conformity, but
there is an opportunity to improve effectiveness and efficiency.
Issuance of Findings
All audit findings, observations, and recommendations shall be discussed with the auditee at the closing
meeting. Upon agreement that a finding, observation or recommendation is valid, the details are to be
recorded on SharePoint. If the finding, observation or recommendation is not accepted, the Lead Auditor
shall discuss with the auditee until mutual conclusion or agreement is reached. The auditee is to be
kept aware of the findings status. In addition, any available objective evidence is to be gathered and/or
recorded.
The Corrective Action Request (CAR) serves as the audit finding notice and is completed when the
agreed actions and completion dates are recorded. CAR shall be issued to the auditee within the
timeframe specified in QSPM 1.4 Audit Report and CAR.
All Findings, Causes and Actions are to be entered into the Quality Assurance System Database on
SharePoint. Procedures for entry, dissemination and printout of CARs are described in the QSPM 1.4.
Apart from grammatical and spelling errors, the wording of the finding, observation and recommendation
shall remain the same as agreed. If the auditee has any issue with the agreed action or the finding
closure date, these may need to be re-discussed and revised as appropriate.
The only acceptable procedure for altering the action due date after the action has been put in progress
is in accordance CAR Life Cycle Policy described in this Manual.
4.4.11 Root Cause Analysis (RCA) [ORG 3.4.3 (i), AOCR 2.7.5]
When non-conformities, incidents, accidents or unplanned events occur, the auditee or his/her HOD
shall perform Root Cause Analysis (RCA), which is the process to find out what happened, why it
happened, and to determine what can be improved to prevent them from re-occurring. RCA is the first
step of safety and quality continuous improvement process.
RCA process should be as follows;
(a) Identify, clarify and define the undesired outcome: what happened
(b) Identify specific failure modes
(c) Gather data and identify all potential causes
(d) Breakdown system failures to basic events or conditions, such as man, machine,
material, equipment, method, management)
(e) May apply analysis method such as continue asking “Why”, Failure Mode Analysis
etc.
(f) Check your logic and facts eliminate items that are not cause or contributing factors
(g) Process corrective actions and follow-up plan

Chapter 4
4.4.12 Corrective and Preventive Actions [ORG 3.4.3, AOCR 2.7.5]

When identified, non-compliance and non-conformities shall be recorded and may then be the subject
to further investigation. This is to determine the cause(s) and to enable the recommendation of
appropriate corrective action. The Quality Assurance System includes procedures to ensure that
corrective actions are developed in response to findings.
Head of each department has responsibility and accountability for facilitating corrective and preventive
actions to ensure compliance with the required standards.
Corrective actions subsequent to the quality audit are:
(a) To evaluate the seriousness of any findings and the need for immediate corrective
action
(b) To determine the root cause, as per described above
(c) To identify individuals or departments responsible for implementing the corrective
and preventive actions
(d) To ensure the appropriate corrective and preventive actions are carried out in a
timely manner to ensure that the root cause has been addressed and the non-
conformity does not recur
Safety, Security and Quality Department shall:
(a) Verify that corrective/preventive actions are carried out by the responsible
departments in response to any non-conformity;
(b) Evaluate the effectiveness of corrective action through the follow-up process
If the corrective action taken by the appropriate departments/sections is ineffective, the non-conformity
will be re-issued by SSQ to the departments/sections for rectification.
4.4.13 CAR Life Cycle [ORG 3.4.3 (i), AOCR 2.7.5]

All qualified auditors raising a finding through the CAR process are responsible for ensuring that the
finding is justified, the action is achievable, will add value to the business and operation, and that a
realistic due date is agreed to for each action.
All employees accepting an action are responsible for ensuring that the action is a proper response to
the finding and that the action can be completed by the due date.
All Heads or Departments are responsible for ensuring adequate resources for action closure and also
ensuring that escalated actions are assigned the highest priority.
Heads of Departments or delegated managers are responsible for monitoring all actions, their
associated risk, and initiating a request for a date extension when it becomes apparent that the action
will not be closed before the due date. This request must be made before the due date.
Detailed Procedures for CAR management found in the QSPM1.4 Audit Report and CAR.
4.4.14 Audit Reports

The audit report is an objective presentation of the results of the safety and quality audit. The key
principles to be observed in the development of the audit report are:
(a) Consistency of findings and observations

(b) Conclusions substantiated with references
(c) Recommendations stated clearly and concisely
(d) Avoidance of generalities and vague observations
(e) Objectivity of observations
(f) Avoidance of criticism of individuals or positions
Chapter 4
Within 5 working days after the audit closing meeting, the Lead Auditor shall draft the audit report and
send it, together with CARs, to the auditee. The report typically contains Executive Summary,
introduction, purpose and scope of the audit including number of findings, observations,
recommendations, general comments and any necessary attachments.
The audit report shall be uploaded to the Quality Assurance System Database on SharePoint and CARs
are to be assigned to the auditee. For auditees who are unable to access to SharePoint, a PDF version
of the report and CARs shall be sent to them via an appropriate means of communication e.g. email.
Audit reports and CARs can be distributed to CEO, DCEO, Head of SSQ or additional parties if deemed
necessary.
4.4.15 Post Audit Communication

Following the Final Audit Report distribution, auditee management may be asked to complete a post-
audit Survey to help the Department of Internal Audit evaluate the effectiveness of the audit process.
In addition, auditee management may be surveyed at specific times throughout the audit to assist in
determining the effectiveness of the audit, including department performance and professionalism.
4.4.16 Audit Follow-Up

The Lead Auditor shall follow up with regard to findings and approved corrective action plans contained
in each CAR to ensure an appropriate mitigating activity is being effectively implemented. This will
generally take place within the timeframe specified in the CAR. The time period could be extended if
the improvements are of a longer implementation timeline, but not longer than 60 days for significant
findings.
Note: No extension of corrective action implementation is allowed for major findings.

Chapter 4
4.4.17 Audit Planning Process Flowchart
QMC identifies audits that due

(internal, external service
providers, interim review, etc.)
QMC prepares annual audit plan
QMC assigns auditor(s) for each

audit
No
Sufficient no. of auditors? QMC reports to HSSQ
Yes
QMC submits audit plan to HSSQ

HSSQ considers additional
auditor development
No
QMC revises audit plan HSSQ concurs?
Yes
QMC submits audit plan to CEO
No
CEO approves?
Yes
QMC publishes and distributes

approved audit plan via
SharePoint

Chapter 4
4.4.18 Audit Performing Process Flowchart
QMC reviews annual

audit plan
QMC reconfirms auditor

availability
QMC reschedules audit &
revises annual audit plan
Yes No
Auditor available?
No Lead Auditor notifies QMC has

auditee replacement?
No
Yes
Auditee is available? QMC confirms audit
Yes
Lead Auditor conduct QMC reschedules audit &

auditor briefing revises annual audit plan
No
Execution of audit Affects auditor
currency?
Yes
Issue audit report and CAR
for each finding
QMC proceeds with
auditor re-qualification
process
Auditee respond to CAR
Auditee revises response
CAR approved?
No
Yes
Auditee submits evidence

of CAP implementation
Auditee revises/adds
implementation evidence
CAP effective?
No
Yes
Lead Auditor closes CAR
No
All CARs clsoed?
Yes
Lead Auditor closes audit

Chapter 4
Quality Review
4.5.1 Quality Review Process
The Quality Assurance System shall include compliance monitoring and a direct feedback system to
the Accountable Manager via applicable Executive Forums as per QAM 2.3, to ensure corrective actions
as necessary.
4.5.2 Significant Issues [ORG 3.4.4, AOCR 2.7.5]

Significant issues arising from the quality assurance system are subject to management review via the
Management Committee, ERMC and Head of Departments meetings. The management review is a
formal process, which means documentation in the form of meeting schedules, agendas and minutes
are retained.
Inputs to the management review process typically include:
(a) Results of audits

(b) Findings from operational inspections and investigations
(c) Operational feedback
(d) Incidents and near-miss reports
(e) Changes in regulatory policy or civil aviation legislation
(f) Process performance and organizational conformance
(g) Status of corrective and preventative actions
(h) Results from implementation or rehearsal of the emergency response plan (ERP)
(i) Follow-up actions from previous management reviews
(j) Feedback and recommendations for management system improvement
(k) Regulatory violations
Output from the management review process would typically include decisions and actions related to:
(a) Improvement of the processes throughout the management system

(b) Safety and security requirements
(c) Resource needs
(d) Action plans for changes to be implemented within the system where deemed
appropriate.
Examples of strategies that might improve the overall effectiveness of the management review process
include:
(a) Integrating the management review meeting into other performance review
meetings;
(b) Scheduling management review meetings frequently enough to ensure any action
that might be required is timely;
(c) Ensuring HODs and senior managers understand their responsibilities as part of the
review process;
(d) Ensuring action items resulting from meetings are documented and progress is
tracked;
(e) Ensuring there is always a responsible name associated with action items.

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4.5.3 Dissemination of information

Information from the quality assurance system will be disseminated to management and non-
management operational personnel via the management meetings described above, through the
Quality Action Group (QAG) and regular SSQ information publications.

Chapter 4
Conformance Report (CR)

The Conformance Report (CR) is the official and accurate record of internal auditing conducted by
NokScoot against the CAAT AOCR, IOSA ISARPs and NCT standards under its quality assurance
program. Such report shall be certified by the CEO as an Accountable Executive (or designated senior
management official) and provides information that reflects:
(a) Specific details associated auditing that has been conducted against all relevant
standards;
(b) Completed and signed Declaration of Internal Assessment Completion;
(c) Record of Internal Auditors.
(d) Operational Profile. Refer to the current NCT AOC and Operations Specifications;
(e) List of Document References.
QMC shall ensure a Conformance Report is used for conducting internal audits, produced in
accordance with IOSA ORG 3.4.7 and ORG 3.4.8, and submitted to an Audit Organization in
accordance with IOSA Audit Handbook (IAH) 3.4.9 CR Submission Deadline.
The Conformance Report shall be certified by the CEO (or designated senior management official),
submitted in English language contain information that is specific to the audit of each individual IOSA
standard and recommended practice, to include: [ORG 3.4.8]
(a) The alpha-numeric identifier

(b) Appropriate documentation reference(s) (from the Operator's documentation
system)
(c) Auditor name(s)
(d) Audit date(s)
(e) The list of Auditor Actions accomplished by the auditor(s) to assess
implementation[ORG 3.4.6 (ii)]
(f) If applicable, a description of non-conformance(s) and:
(i) The root cause(s) of non-conformance(s); and
(ii) The corrective action(s) implemented to address non-conformance(s)
(g) If applicable, a description of non-applicability (N/A)
(h) The current status of conformance (documented and implemented)
Refer to QSPM 1.4 for the process for the production of a Conformance Report.
Outsourcing Quality Control

NCT must ensure all outsourced functions are conducted in a manner that meets the company’s
operational safety and security requirements. NCT will monitor and, where appropriate, audit all
external service providers that conduct outsourced operations, maintenance or security functions on
the company’s behalf.
External audit and monitoring procedures is documented in QSPM 1.3.
4.7.1 Contractors, sub-contractors, suppliers or vendors[ORG 3.5.2, 3.5.3, AOCR 1.9A, 1.7]
Contractors, sub-contractors, suppliers or vendors who have an impact upon safe operations are
subjected to audit, performed or arranged by SSQ Department to ensure that the purchased or

Chapter 4
contracted services and products conform to regulatory requirements, NCT technical specifications and
NCT measurable service level specifications specified in the agreement or contract between NCT and
the service provider. Unless specified by CAAT, contractors or suppliers audit period shall not exceed
24 months interval.
Services and products acquired shall be verified or checked (e.g. by receiving inspection or pre-
operation assessment, etc.) by each Department Head prior to being used in the conduct of operations.
Examples of suppliers that must be audited and checked include, but are not limited to:
(a) Maintenance services

(b) Ground handling and support equipment including de-icing/anti-icing service
providers
(c) Onboard safety equipment
(d) Cabin safety cards and videos, services carts or trolleys including Unit Load Devices
(ULDs)
(e) Security screening equipment
(f) Flight support (including performance calculations, flight planning, navigation
database and dispatch)
(g) Operation software and database (non-navigation)
(h) Training devices (e.g. simulators etc.)
(i) Manual preparation
(j) Fuel supplier
Department Heads are responsible for monitoring the standards of contractors, sub-contractors,
suppliers and vendors.
4.7.2 Contracted out maintenance

Where maintenance functions are contracted out, the maintenance performer shall be a CAAT
approved Repair Station. Contracted arrangements for engineering and maintenance support do not
absolve NCT from the overall responsibility for ensuring the safe operation and continuing airworthiness
of the aircraft.
A commercial redacted copy of the maintenance agreement shall be made available to CAAT. The
agreement shall be in accordance with CAAT AOCR.
Line maintenance is defined as those maintenance activities required to prepare an aircraft for flights
including:
(a) Pre-flight inspections and servicing

(b) Daily inspections
(c) Minor scheduled maintenance
(d) Defect rectification
4.7.3 Fuel Supplier
NCT’s fuel supplier shall comply with the provisions of IATA Fuel Guidelines on Aviation Fuel at
Aerodromes or Joint Inspection Group (JIG)’s Aviation Fuel Quality Control and Operating Standards,
which govern the operation of aviation fuel storage and aircraft fueling services. To ensure that the
suppliers comply with the above requirements, IATA shared inspection group or JIG assessment report
should be supplied to and reviewed by QMC. Alternatively, a formal fuel supplier audit shall be
conducted by a qualified auditor at an interval specified in Chapter 4.4 of this manual.

Chapter 4
Fuel supplier personnel shall complete his/her assignment required initial and recurrent training and
also be familiar with NCT procedures relevant to aircraft refueling e.g. GOM, CCM and GMM, which
describe the following;
(a) How fueling record are maintained

(b) Fuel uplift sampling program, microbiological contamination, at least water
contamination shall be prior to fueling and in accordance
(c) Flight crew and cabin crew communication with regard to fuel sampling checks and
instruction to fueling agent for fueling start
(d) Define maintenance personnel, technical service handling company duty and
responsibilities
Product Quality Control[ORG 3.6.1, AOCR 1.7]

Each department shall establish quality control processes, such as receiving inspection, inspect before
use etc., to ensure equipment or other operational products relevant to the safety or security of aircraft
operations that are purchased or otherwise acquired from an external vendor or supplier meet the
product technical requirements specified by the Department prior to being used in the conduct of
operations or aircraft maintenance.
The following are some examples of products that require quality control in operation process;
(a) Training devices, such as simulator

(b) Cabin safety cards
(c) Cabin service carts or trolleys
(d) On board safety equipment
(e) Ground Services Equipment
(f) Operational software
(g) Security equipment
(h) Unit Load Devices (ULD)
Approved Vendor List

The NCT Approved Vendors List is managed and maintained by the QMA and the updated list can be
found on SharePoint - Quality Page.
The purpose of the Approved Vendors List is to allow NCT to make an informed evaluation when
deciding which supplier to use for a particular service and to satisfy them that they have been evaluated
by the relevant department of Quality Assurance process.
Suppliers shall also meet the AOC or authorities’ standards and requirements.

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Functional Quality Check

The Quality Audit Program is NCT arrangement for quality assurance checks for NCT Flight Operations
and Maintenance. The auditing performed is a systematic assessment to ensure that relevant activities
are conformed and compliant with CAAT AOCR.
4.10.1 Flight Operations, Cabin Services, Ground Operations and Training Quality System
Checks
The audit scope shall include, but is not limited to the following:
(a) Flight crew, cabin crew and flight dispatcher training program
(b) Standard Operating Procedures (SOP) for each phase of flight
(c) Special Operation procedure such as EDTO, PBN etc.
(d) Flight crew, cabin crew and flight dispatcher operation procedure
(e) Ground Operation arrangement and related procedure, including applicable
dangerous goods handling
(f) Aircraft loading procedure
(g) Operation emergency procedure
(h) Anti-Ice/De-Ice arrangement and procedure
(i) Aircraft Fuel/Defueling procedure
(j) Details of the Safety Management System, including Flight Data Analysis Program
(FDAP)
(k) Security instructions and guidance
(l) Weight & Balance procedure
(m) Route and Aero dome operation
(n) Fatigue Management of crew
4.10.2 Quality Assurance Checks for Aircraft Maintenance

Audit scope shall include, but is not limited to the following:
(a) Checks on aircraft whilst undergoing scheduled maintenance for:

(i) Compliance with maintenance schedule requirements and ensuring that only
worksheets and cards reflecting the latest amendment standard are used
(ii) Completion of worksheets, including the transfer of defects to additional
worksheets; their control, and final assembly. Action taken in respect of items
carried forward, not completed during the particular inspection or
maintenance task
(iii) Compliance with manufacturer's and NCT standard specifications
(iv) Standards of inspection and workmanship
(v) Conservation of aircraft corrosion prevention techniques and other protective
processes
(vi) Procedures adopted during shift-changeover to ensure continuity of
inspection and responses
(vii) Precautions taken to ensure that all aircraft are checked, on completion of
any work or maintenance, for loose tools and miscellaneous small items such
as split pins, wire, rivets, nuts, bolts and other debris, general cleanliness and
housekeeping
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(b) Checks on Aircraft in Service for:

(i) Compliance with NCT approved practices for cargo restraint, load distribution
and spreading such that the approved modifications for cargo configurations
are observed
(ii) Procedures to ensure that the APS weight data in use reflects the aircraft
configuration and weight and balance schedule
(iii) Satisfactory condition of cargo/baggage compartments and their linings,
cargo handling and restraint equipment and special provisions for the carriage
of livestock and attendants
(iv) Continuing compliance with CAAT Airworthiness Notices in respect of cabin
and other safety provisions
(c) Checks on Maintenance Records for:
(i) Correct completion of sector record pages and their transmission to technical
records
(ii) Satisfactory rectification of defects for their deferral in accordance with the
MEL and NCT procedures. The recording of component details and stores
control numbers, cross referencing to deferred defect records and additional
worksheets where appropriate and the inclusion of rectification details in the
Sector Record Page
(iii) Compliance with required reporting procedures in the event of flights taking
place after rectification of defects without issue of a Certificate of Release to
Service (CRS)
(iv) Certification of modifications including the installation of role equipment such
as stretcher and conversion of the aircraft from passenger to cargo roles, and
return to passenger
(v) Correct use of maintenance and inspection control systems included in the
technical log for the completion of scheduled and pre-planned tasks between
Scheduled Maintenance Inspections
(vi) Operation of systems for recording external damage to the aircraft which has
been inspected and is considered safe for further operation
(d) Checks on Aircraft maintenance manual and approved instructions for:
(i) Adequacy of aircraft manuals and other technical information appropriate to
each aircraft type, including engines, propellers and other equipment, and the
continuing receipt of revisions and amendments
(ii) Assessment of manufacturers service information, determining its application
to the Operator's aircraft and the recording of compliance or embodiment in
each aircraft
(iii) Maintaining a register of manuals and technical literature held within the
company, their locations and current amendment states
(iv) Ensuring that all company manuals and documents, both technical and
procedural, are kept up to date
(e) Checks on General Airworthiness Control Procedures for:
(i) Responding to the requirements of Airworthiness Directives, mandatory
modifications and inspections, CAAT Airworthiness Notices and special fleet
checks instituted in response to occurrences etc.
(ii) Monitoring NCT practices in respect of scheduling or pre-planning
maintenance tasks to be carried out in the open, and adequacy of the facilities
provided

Chapter 4
(iii) Effective completion of maintenance reviews at intervals required by the

approved maintenance schedule and the availability of information to the
certificate signatory
(iv) Operation of the defects analysis system for NCT airframes, engines and
systems and its integration with the system for mandatory occurrence
reporting; the highlighting of repetitive defects and the control of deferred
defects
(v) Approval of personnel to perform inspections and maintenance tasks on NCT
aircraft and for the issue of MR and CRS; the effectiveness and adequacy of
training and the recording of personnel experience, training and qualifications
for grant of authorization
(vi) The effectiveness of technical instructions issued to maintenance staff
(vii) The adequacy of staff in terms of qualifications, numbers and ability in all
areas of support for NCT which affect airworthiness
(viii) Compliance with the requirements of the approved Maintenance Schedule,
including maintenance/inspection periods, component overhaul/test/
calibration control, records of cycles/landings etc. and for granting variations
(ix) Maintaining logbooks and other required records
(x) Ensuring that major and minor repairs are only carried out in accordance with
approved repair schemes and practices
(f) Checks on Stores and Storage Procedures for:
(i) The adequacy of stores and storage conditions for rotatable components,
small parts, perishable items, flammable fluids, engines and bulky assemblies
(ii) The procedure for examining incoming components, materials and items for
conformity with order, release documentation and approved source
(iii) The 'batching' of goods and identification of raw materials, the acceptance of
part life items into stores, requisition procedures
(iv) Labelling procedures, including the use of serviceable/
unserviceable/repairable labels, and their certification and final disposal after
installation
(v) The internal release procedure to be used when components are to be
forwarded to other locations within the organization
(vi) The procedure to be adopted for the release of goods or overhauled items to
other organizations. (This procedure should also cover items being sent away
for rectification or calibration);
(vii) The procedure for the requisitioning of tools together with the system for
ensuring that the location of tools is known at all times
(viii) Control of shelf life and storage conditions in the stores. Control of the free-
issue dispensing of standard parts, identification and segregation
(g) Checks on Maintenance Facilities for:
(i) Cleanliness, state of repair and correct functioning of hangars, hangar
facilities and special equipment, and the maintenance of mobile equipment
(ii) Adequacy and functioning of special services and techniques including
welding, NDT, weighing, painting
(iii) Viewer/printer equipment provided for use with micro-fiche, micro-film and
compact disk ensuring regular maintenance takes place and an acceptable
standard of screen reproduction and printed copy are achieved

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(iv) The adequacy of special tools and equipment appropriate to each type of
aircraft, including engines, propellers and other equipment
(h) Checks on Line Stations, in addition to the foregoing as applicable, for:
(i) The adequacy of facilities and staff
(ii) The provision of covered accommodation for aircraft when maintenance is
undertaken which requires a controlled environment, and for the
accomplishment of work in the open where this is unavailable
(iii) The cleanliness, state of repair, correct functioning and maintenance of
ground support equipment including ground de-icing/anti-icing equipment
(iv) The effectiveness of any sub-contracted arrangements for ground handling,
servicing and maintenance support and compliance with the NCT contracted
arrangements
(v) Quality monitoring of fuel supplies including supplier checks and uplift
contamination checks, the effectiveness and completion of fuel tank water
drain checks
(vi) The care and maintenance of cargo containers, freight nets, pallets and other
cargo equipment
(vii) The currency, scope and effectiveness of locally raised technical instructions
and the procedure for bringing them to the notice of maintenance personnel
(viii) Adequacy of the technical publications held at the station for the operator's
aircraft, their currency and procedures for amendment
(ix) The accuracy and control of worksheets or cards, to ensure that only up-to-
date issues are used

Chapter 4
Maintenance Review (MR)

To ensure that all maintenance requirements such as schedule maintenance, including all airworthiness
directives are complied with and each aircraft is in airworthy condition, this shall be performed every 6
months.
QMA or authorized personnel, as applicable, as an airworthiness review staff authorization, shall

conduct at least one airworthiness review in the last 24 months period. If he/she does not conduct any
airworthiness review within 24 months period, the validity can be restored by conduct an airworthiness
review under supervision another valid authorized airworthiness review staff or under supervision by
QMA.
4.11.1 Maintenance Review Procedure

To assess NCT maintenance program and maintenance operation, the airworthiness checklist should
be used, subjected to QMA consideration but shall ensure that all AOCR requirement are met. A full
record of aircraft document review shall complete by airworthiness review staff to ensure that:
(a) Airframe, engine flying hour and flight cycles have been properly recorded.
(b) The maintenance manuals for the applicable NCT fleet are up to date.
(c) All Maintenance tasks carry out in accordance with approved Aircraft Maintenance
Program Manual (AMPM).
(d) All known defects are rectified per manufacture maintenance manuals, or when
applicable, Deferral has been carry out in the correct manner.
(e) All effective Airworthiness Directives have been reviewed, embodied as applicable
and properly documented.
(f) All required modification and repairs have been reviewed, embodied as applicable
and documented in compliance with CAAT requirements.
(g) All Life limit parts and time controlled components installed on NCT aircrafts have
been identified and monitored not to exceed their approved service life or
maintenance interval.
(h) All maintenance has been record and release to service in accordance to GMM and
CAAT requirements.
4.11.2 Physical Inspection of Aircraft
Maintenance review staff shall carry out a physical survey of the aircraft or as required by CAAT. The
physical survey of aircraft shall ensure the following:
(a) All Markings and placards are properly installed.

(b) Flight manuals and aircraft documents are approved and up to date.
(c) Consistency between aircraft and recorded documents such as technical log, cabin
log.
(d) Aircraft Certification files and Documents All Airworthiness Certificates and aircraft
documents required shall be on NCT aircraft’s cockpit and maintained inside
certificate files. The certificate file includes the following:
(i) Certified true copied of Air Operator Certificate
(ii) Certificate of Registration
(iii) Certificate of Airworthiness
(iv) Noise Certificate
(v) Radio License
(vi) Certificate of Insurance

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(vii) Certificate of Maintenance Review

NOTE: Concerned HODs are responsible for reviewing the Aircraft Survey Findings as well as institute
Corrective and Preventive Actions within the time stipulated.
4.11.3 Aircraft Maintenance records

Authorized maintenance review staff shall liaise with Fleet Management Section to regularly update and
issue Last Done – Next Due Lists, Call-Out Lists, AD Listings, Engines LLP, Landing Gears LLP and
Monthly utilization reports.
4.11.4 Maintenance Review for Aircraft Airworthiness

Maintenance review results shall be prepared by maintenance review staff and submit to QMA for
review and comments. QMA shall complete CAAT Maintenance Review Form. Two copies of
Maintenance Review shall be signed by QMA. Duplicated copy shall be maintained by QMA while the
original copy is placed in the Aircraft Certificate File on board the aircraft.
New Station Assessment and Audit

When NCT decides to operate to a new destination, SSQ will coordinate with all concerned operational
departments to assess the new station readiness.
Procedure should be as follows:
(a) Commercial Department should notify all concerned departments of a new station
as soon as possible, preferably 6 months prior to the operation starting date. QMC
and QMA will revise the Audit Program accordingly.
(b) New station survey. Each department will identify and assess the suitability of
service providers to support NCT operations at the station.
(c) After services agent selection is completed, responsible department(s) should issue
Letter of Intent (LOI) or enter into services agreement as applicable.
(d) For ramp services, technical and ground services equipment services agents, pre-
operation audit shall be performed in accordance with QAM 4.1. QAM Audit
Checklist to be used as baseline requirement, supplemented by additional NCT
requirements or other specifications as appropriate.
(e) For ground operations, concerned departments are responsible for pre-operation
survey. Station operation required information such as passenger flow path etc.
shall be gathering in order to establish each station specific operation procedure or
information suitable for NCT operation and service specification.
(f) Ground operations audit shall be performed within 6 months of commencing
operations at the new station.
(g) For SMS purpose, risk assessments by all concerned departments (GRH, FLT, and
MNT) shall be performed, documented and provided to SSQ, together with pre-
operation audit report.
(h) SSQ shall review pre-ops readiness of each station and provide any comments to
concern department as necessary.
Quality Assurance System Database[ORG 3.4.14]

NCT QMA and QMC maintains an electronic database on SharePoint to ensure effective management
of data derived from the Quality Assurance System. Details on the content and management of the
database include:

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(a) Quality Audit Program i.e. audit schedule, audit reports, Corrective Action Requests,
audit checklists;
(b) Certifications i.e. approved vendor list, aircraft certificates and relevant company
certificates
(c) Quality Communication i.e. QAG meeting minutes.
The database includes information that is specific to the audit of each company standard as derived
from CAAT AOCR, IOSA and company requirements as specified in QAM 4.6 Conformance Report.

5 Quality Assurance Manual
Chapter 5
Training
5 TRAINING
Internal Auditor Training
5.1.1 Trainee Qualification Requirements
Prospective internal auditor nominated by respective HODs and selected via the auditor selection
process described in QSPM 1.9.
5.1.2 Training Program Objectives[ORG 3.4.13 (i) to (iii), AOCR 1.7]

The QAP qualification and training program aims to ensure internal auditors:
(a) Have the knowledge, skills and work experience needed to effectively assess areas
of the management system and operations that will be audited;
(b) Maintain an appropriate level of current audit experience;
(c) Complete initial and continuing auditor training that provides the knowledge and
understanding necessary to effectively conduct audits against applicable
Regulations and Standards and IOSA ISARPs.
5.1.3 Instructor Qualifications
(a) For an external instructor, qualified instructor from an IATA endorsed Audit
Organization (AO).
(b) For an internal instructor, an individual shall:
(i) be a NCT qualified lead auditor; and
(ii) have passed NCT Train-the Trainer course or be certified by NCT Training
Department as a qualified instructor
5.1.4 Training Syllabus
The QAP training can be provided to NCT internally by a qualified instructor or by an external party.
However, the training syllabus shall comprise of the following topics:
(a) Application of audit principles, procedures and techniques;

(b) Planning and organizing work effectively;
(c) Conducting the audit within the agreed timescale;
(d) Prioritizing and focusing on matters of significance;
(e) Collecting information (i.e. audit evidence) through effective interviewing, listening,
observing and examination of documents, records and data;
(f) Understanding the appropriateness and consequences of using sampling
techniques for auditing;
(g) Verifying the accuracy of collected information;
(h) Confirming the sufficiency and appropriateness of audit evidence to support audit
findings and conclusions;
(i) Assessing those factors that can affect the reliability of the audit findings and
conclusions;
(j) Using work documents to record audit activities;
(k) Preparing audit reports;
(l) Maintaining the confidentiality and security of information;
(m) Communicating effectively, either through personal linguistic skills or through an
interpreter.
(n) IOSA program overview;

Chapter 5
Training
(i) IOSA documentation;

(ii) Understanding the role of the ICAO annexes as the primary source of
specifications contained in the ISARPs;
(iii) Reading and understanding the ISARPs;
(iv) IOSA quality assurance requirements
(v) Auditor Actions;
(vi) Mandatory observations;
(vii) Root cause analysis;
(viii) Conformance Report (CR);
(ix) Auditing ORG and repeated ORG ISARPs;
(x) Auditing SMS;
(xi) Auditing quality assurance;
(xii) Assessing outsourced operational functions
(o) Updated regulatory requirements and standards i.e. AOCR and ISM (For Recurrent
Training only)
A complete procedure for arranging the auditor training program are documented in the QSPM 1.10
Auditor Initial Qualification Process.
5.1.5 Method of Instruction

Classroom training
5.1.6 Duration
3 days (21 hours) for Initial Auditor Training and 1 day (7 hours) for Recurrent Auditor Training.
5.1.7 Evaluation
Upon completion of the training, each trainee is required to take a paper multiple-choice exam. The
passing grade for the exam is 80%. Those who fail are entitled to attempt ONE re-examination.
5.1.8 Recurrent Requirements

Each internal auditor is required to attend and pass Auditor Recurrent Training once every 36 months.
The Auditor Recurrent Training shall cover all topics in 5.1.4.
5.1.9 Training Records

Auditor training records and course certificates to be retained in personnel files. Training records must
include date of training, examination score and due date for recurrent training, if applicable.

Chapter 5
Training
Basic Quality System Training for Operational Staff
NCT provides training on Basic Quality System to all operational staff whose job functions, duties and
responsibilities have an impact upon the performance of the company’s quality system to familiarize
them with the quality system principles as well as the company’s QA procedures. Basic Quality System
is provided on a one-off basis only.
5.2.1 Trainee Qualification Requirements

NokScoot Operations and Engineering staff excluding line flight crew and cabin crew.
5.2.2 Training Program Objectives

To ensure operational staff have adequate knowledge and skill to carry out their responsibilities related
to the company’s quality system.
5.2.3 Instructor Qualifications

Internal instructor with proven experience and qualification in Aviation Quality Management System and
who is by NCT Training Department as a qualified instructor.
5.2.4 Training Syllabus

(a) Introduction to Quality System
(b) Quality system structure and elements
(c) Quality assurance approaches, tools and relevant regulatory requirements
(d) Quality system and ISO 9000 standards
(e) Quality Management System (QMS) and Safety Management System (SMS)
(f) NokScoot document control system
(g) NokScoot audit program and finding management
5.2.5 Method of Instruction
Classroom training
5.2.6 Duration
3 hours
5.2.7 Evaluation
Upon completion of the training, each trainee is required to take a paper multiple-choice exam. The
passing grade for the exam is 80%. Those who fail are entitled to attempt ONE re-examination.
5.2.8 Recurrent Requirements

Not required.
5.2.9 Training Records

Auditor training records and course certificates to be retained in personnel files. Training records must
include date of training, examination score and due date for recurrent training, if applicable.

Chapter 6
Flight Safety Document System
6 FLIGHT SAFETY DOCUMENT SYSTEM (FSDS)

General
Flight Safety Documents System (FSDS) means a set of inter-related documentation, compiling and
organizing information necessary for the safe conduct of flight and ground operations.
The primary purpose of document control is to ensure necessary, accurate and up-to-date documents
are available to NCT personnel, to include the employees of external service providers.
Refer to Appendix 7.1 of this manual for the full list of NCT flight safety documents.
Documents other than manuals specified in Appendix 7.1 also need to be considered Flight Safety
Documents such as;
(a) Time critical information; emergency checklist, NOTAMs

(b) Time sensitive information; performance manual, weather reports, Fight Safety
Circulars, Airworthiness Directive, Service Bulletins
(c) Information that can be grouped based on the phase of operation in which it is used;
Standard Operating Procedures (SOPs);
(d) Reference information; AIP, CAAT announcements, CAAT acts and regulations,
AOCR, Aircraft Maintenance Manual;
(e) Emergency checklist, flight safety circular, performance manual checklists and
instructions of a temporary nature
Document Coordination[ORG 2.1.4, AOCR 2.1]

NCT Flight Safety Documents System (FSDS) is centrally coordinated under a corporate scheme of
document hierarchy.
6.2.1 Internal Operational Documents

Internal operational documents are subject to management and control.
Examples of documents that are controlled include, but are not limited to, operations manuals,
checklists, quality manuals, training manuals, process standards, policy manuals, and standard
operating procedures. A complete list of NCT controlled documents can be found in QAM Appendix
7.1 Flight Safety Documents.
6.2.2 Operational Documents from External Sources[ORG 2.1.1 (x), AOCR 1.2, AOCR 2.1]
Documents from external sources are customized and redistributed for use by NCT personnel and are
also subject to management and control.
External documents that are subject to control include but are not limited to the following:
(a) Applicable regulations of Thailand and of the other States or authorities where NCT
operations are performed
(b) Relevant ICAO and IOSA Standards and Recommended Practices
(c) Airworthiness Directives
(d) Applicable Aeronautical Information Publications (AIP) and NOTAMS
(e) Manufacturer’s manual such as Approved Flight Manual (AFM), including
performance data, weight/mass and balance data/manual, checklists, MMEL/CDL,
Aircraft Maintenance Manual (AMM), engine maintenance manual etc.
(f) Manufacturer's operational communications

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Note: Manufacturers provide information for the operation of specific aircraft that emphasize the aircraft
systems and procedures under conditions that may not fully match NCT requirements. All Heads of
Departments shall ensure that such information meets their specific needs and the requirements of
CAAT.
The complete and updated list of NCT controlled documents can be found in QAM Appendix 7.1.1
(Flight Safety Document List).
Document Preparation
All controlled documents must be written in English and in a format that is clear and user friendly.
Manuscript is prohibited for manual or document establishment and amendment. Basic format setting
of NCT manual is defined in Appendix 7.1.3.
All draft documents must be thoroughly spellchecked using MS Word spell checker, and also manually
for any omissions or other typographical errors not detectable by the spell checker.
Electronic Documentation[ORG 2.1.1 (i),(iv),(v), AOCR 1.2, AOCR 2.1]

NCT maintains a Type 3 Electronic Documentation system as defined by IATA Reference Manual for
Audit Program (IRM).
NCT electronic controlled documents are accessible to NCT staff and external service providers via
SharePoint Documents Management System (DMS).
The request to access the above site must be made by an employee who wishes to be granted access
or his/her HOD, and approved by Head of SSQ. Levels of accessibility to certain pages or modules,
including rights to modify data and documents on SharePoint, are determined by Head of SSQ based
on each user’s duties and responsibilities relevant to the documentation system. In general, NCT
employees and outsourced service providers are authorized to access the Controlled Manual Library
folder on a read-only basis.
SSQ Document Controller is responsible for maintaining SharePoint manuals and distribution of all
electronic manuals.
The controlled version of manuals may be presented or displayed in electronic, paper or on CD-ROM
format. The document format shall be specified in the Controlled Distribution List of each manual. Each
version of such documentation must display a version identifier and effective date.
The electronic/soft copy shall be the most current manual and any printed pages or copy made is for
reference only and must be labelled as ‘UNCONTROLLED WHEN PRINTED’.
The electronic/soft copy of an obsolete manual shall be labelled as ‘OBSOLETE’ and archived on Out-
of-Date NCT Controlled Document folder, separated from the active directories. For the disposal of
obsolete printed manual, they shall be shredded or put in a dedicated document disposal bin to prevent
reprint or misuse of information.

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Document Control [ORG 2.1.1 (iv), (v), AOCR 1.2, AOCR 2.1]
A master copy of each controlled manual is maintained on SharePoint – Document Management
System. Department Heads are responsible for approving the contents of and revisions to each
controlled manual. They are also responsible for reviewing, administering and controlling the contents
and procedures described in each manual.
Each manual that contains procedures, or any loose procedure not contained in a manual, must contain
information defining its effective revision status. The Department Head shall identify who is responsible
for what control activity and how it is to be carried out.
The retention of current, effective controlled documents shall be carried out in accordance with NCT
document retention policy until the next revision of each manual becomes effective.
Obsolete, invalid documentation shall properly be disposed or marked obsolete or uncontrolled. Any
change or amendment (including its description and a pre-amendment copy) should be documented
and retained as a record.
Document Amendment
Amendments or revisions to Flight Safety Documents must be concurred and agreed by SSQ and
approved by the appropriate manual approver, including CAAT when required. The individual or
department (originator) must provide sufficient background information relating to the revision(s), and
where appropriate, revisions must be identified in the manuals.
Any originator seeking improvements or changes to the contents of Flight Safety Documents shall notify
SSQ via SharePoint with all supporting information (Controlled Document Change Request Form).
Change Request submission shall contain sufficient information to identify:
(a) The Originator of the form, department and contact details

(b) The pertinent paragraph reference(s)
(c) Concise context of the requested change(s)
(d) Related information or reference documents, if any
(e) Reason for the requested change(s)
SSQ shall review the change request and verify conformance to the requirements and if necessary
confer with the originator. This is to ensure changes in one manual do not affect or contradict with
others. Once SSQ concurs with the changes request, requested manual shall be submitted to CAAT
for approval or acceptance as required. Refer to Controlled Document Review Checklist for more
details.
SSQ shall inform the relevant Head of Department and/or Originator of the final decision. Company
manual amendment process is described QAM 6.9 Company Manual Amendment Process.

Chapter 6
Manual Distribution Control Number Format

Each copy of a controlled manual, regardless of its format, shall be assigned a control number copy.
The NCT distribution control number format is as follows:
(a) Airline Code (XW) + (IOSA Section discipline e.g. ORG, FLT, etc.)* + (if applicable,
aircraft type i.e. 777 or 737) + (manual abbreviation, e.g. Quality Assurance Manual
is QAM) + a three digit code for distribution location. For example, “002” for any
manual distributed to CAAT.
Example: The Quality Assurance Manual is established under IOSA Section ‘ORG’; the
manual abbreviation is QAM; thus the manual control number will be
“XWORGQAM002”, which is the CAAT copy.
*Note: For Training Department-related manuals (e.g. OM-D, FTM, CCTM, etc.), use
“TRG”.)
(b) List of controlled distribution location numbers:

(i) Hard copies or CD-ROM
➢ 001 – NCT Master Copy
➢ 002 – CAAT or department owner if the manual does not require CAAT
approval or acceptance
➢ 003 – NCTOCC (Operations Control Center)
➢ 004 thru 099 (a, b, c, …*) – aircraft (“*” only used if more than one copy
on board). For example, 004 for HS-XBA.
➢ 100 thru 199 – for stations
➢ 200 and increasing for individual crew or other locations
(ii) Electronic copies
➢ 00E – For E-distribution
Note: Any manual printed out from E-distribution shall contain the watermark – “UNCONTROLLED
WHEN PRINTED”.
Document Review
[ORG 2.1.1 (vi), (vii), AOCR 1.2, AOCR 2.1]
6.8.1 General
All information whether received or promulgated internally or externally which has an impact on safe
operations and the airworthiness of NCT aircraft will be accurately documented and readily available
for all relevant staff to refer to expeditiously.
All reference documentation shall be reviewed to ensure that its identity, accuracy and continuity are
maintained. The ultimate consequence of obsolete reference information is a compromise of the safety
and integrity of NokScoot operation.
NCT is committed to maintain and implement controls on documents and manuals.
Flight Safety Documents shall be reviewed and revised as necessary when information resulting from
changes within the operations. These changes include but are not limited to the following:
(a) Changes resulting from the installation of new equipment

(b) changes in response to operating experience
(c) changes in SSQ’s policies and CAAT required procedures, such as operations
manual procedure etc.
Chapter 6
(d) Changes in an air operator certificate

(e) Changes for purposes for maintaining cross fleet standardization
NCT overall Flight Safety Documents system shall be reviewed:
(a) On a regular basis (at least once a year);

(b) After major events (mergers, acquisitions, rapid growth, downsizing, etc.)
(c) After technology changes (introduction of new equipment)
(d) After changes in safety or security regulations
Department Heads shall ensure the following document control functions are accomplished:
(a) Examined and approved for adequacy prior to issuance

(b) Reviewed and updated at regular intervals, with re-approval as necessary
(c) Relevant versions of applicable documents are made available at points of use
(d) Verify that the documents are remain clear, legible, accurate and readily identifiable
(e) Written in language(s) understood by NCT relevant personnel
(f) In a suitable format which meet the NCT operation or process requirements
(g) Documents of external origin are identified and their distribution is controlled
(h) Manuals, documents and procedures should be developed taking into account
human factors principles;
(i) Verify as applicable, those documents which must be accepted or approved by
CAAT.
6.8.2 Frequency of Review
All documentation has a shelf life and must be periodically reviewed by Document Custodians that has
adequate knowledge and authority to ensure it is a true reflection of the function which is performed.
Relevant and up-to-date documentation must be available at all designated work locations for reference
and the process of periodic review will ensure that obsolete information is removed. However, all staff
have a duty to report to the department head of any documentation which they feel is not for its intended
purpose.
Unless otherwise specifically stated, all NCT manuals shall be reviewed at least once every 12 months.

Chapter 6
Company Manual Amendment Process
Document Custodian completes manual

revision in NCT Manual Revision Library on
SharePoint
Document Custodian notifies HOD
No
HOD reviews manual contents (policies, procedures, format)
Approved?
Yes
Document Custodian submits draft manual via SharePoint
Document Controller reviews manual contents (policies,

procedures, format)
Rejects and No
comments via Concur?
SharePoint
Yes
Yes Manual No
requires CAAT
approval?
Document Controller submits draft manual to CAAT Document Controller concurs draft manual via
for approval/acceptance SharePoint
HOD signs approval page

Yes
Approved?
Document Custodian completes LEP, effective date,

No footers, etc. and saves in Manual Revision Library
Document Controller/Custodian revises manual
Document Custodian notifies Document Controller
Document Controller notifies Document Custodian

Document Controller combines manual with
approval page, converts to PDF and moves the file
to Controlled Manual Library
Document Controller verifies distribution Document Controller distributes manual via

completion SharePoint

Chapter 6
Records Management[ORG 2.2.1, AOCR 2.1.11 & 12]

6.10.1 General
Records are defined as documents stating the results achieved or providing evidence of activities
performed. Each department shall document the required records to be maintained. Refer to QSPM 3.7
for Electronic Record Back-up Procedure.
As a minimum, the following records must be retained (either in electronic and/or hardcopy formats):
(a) Training and authorization records

(b) Aircraft maintenance and servicing records
(c) External/Internal audits and associated forms/reports/records
(d) Minutes of meetings
It is the responsibility of the Head of Department to ensure that the management and control system for
the retention of the relevant records can provide for the following:
(a) Identification: Each record should carry some identification (e.g. reference number,
name, and title) that will quickly distinguish it from similar records or documents.
Such identification should be shown in a prominent location and help users
determine what they are, what kind of information they record and what they relate
to. Where forms are used, they shall contain a form number and name as their
identification.
(b) Legibility: Records should be easily read and viewed. Some records may contain
handwritten elements and therefore it is important that the handwriting is legible.
Some types of records may need to be protected to remain legible. For electronic-
captured data, scanned records and image quality need to be checked to ensure
legibility.
(c) Retention and maintenance: Records shall be retained for a period and in a format
specified in each governing manual. Processes for regular inspection of records and
their storage facilities shall be established. Where electronic records are maintained,
a means to ensure that a separate backup copy both in-house and off site should
be in place.
(d) Retrieval: Records should be obtained on demand within a reasonable period. They
should also be accessible to those who will need to use them.
(e) Protection and security: The protection and security of records apply when they
are in use and in storage and cover such conditions as destruction, deletion,
corruption, change, loss and deterioration arising from wilful or inadvertent actions.
(f) Disposal, deletion (electronic records) and archiving: Records should be
disposed using an appropriate mean once their useful life has ended but not without
prior authorization. If required, electronic records can be archived in a restricted
folder or location.
When hardware and/or software are updated or replaced, the Head of Department shall ensure that
any records that may be archived within the hardware/software are retained and reviewed for continued
relevancy and validity. If deemed valid and relevant, these records shall be transferred and retained as
per other quality records. If these records are deemed obsolete, they should be disposed of using proper
method according to how information has been stored. Information retained in an electronic/soft copy,
shall be erased or destroyed and information that is retained on printed copy shall be shredded or
disposed in a dedicated paper disposal bin to prevent reprint and misuse of information.

Chapter 6
6.10.2 Quality Assurance System Records

Unless otherwise specified by relevant authorities, all quality management system records shall be
retained in a format and for a period specified below:
Record type Retention period Format

Audit reports and CARs 4 years Electronic (SharePoint)
Audit checklists 4 years Electronic (SharePoint)
Auditor training records Until staff resignation or Electronic (SharePoint)
retirement from service
Quality Notices 2 years Electronic (SharePoint)
Maintenance Review 2 years Electronic (SharePoint)
Non-incident Statements (NIS) 90 days after the aircraft Hard copy
is returned to lessor or
removed from service
Staff authorizations (auditor and technical Until staff resignation or Hard copy
staff) retirement from service
6.10.3 Aircraft Maintenance Records

Aircraft maintenance records, means all records in related to airworthiness of the aircraft which include
aircraft log, cabin log, journey report, mandatory report, performed maintenance package etc., they
shall be maintained and retained, in both hard copied and electronic format as applicable, until each
aircraft is return to lessor and 2 years after or CAAT acceptable.

Chapter 7
Appendix
7 APPENDIX
NokScoot Flight Safety Documents
7.1.1 Flight Safety Documents – Manual Tree
CM
RM
SEC QAM SMM
QSPM SMSPM
Safety, Flight Ground Human

Cabin Engineering
Security and Operations Training Dept. Services and Resources Finance Dept.
Services Dept. Dept.
Quality Dept. Dept. Cargo Dept. Dept.
EM OMA CCM GMM OMD GOM HRPM PM
LEM FPM CSPM EDPM FTM

CPM
OEM ELPM FCTM

OMB
WBM
CCTM
AFM AMPM
FDTM
FCOM
EDTM
GHTM
QRH
OEM manuals*
TPM
SOP
*The updated list of OEM
manuals is maintained in the
company DMS.
OMC
Jeppesen
MEL
AB
FDM
OPM

Chapter 7
Appendix
7.1.2 Manual Tree Descriptions

The Quality Assurance Manual governs other manuals as indicated in the illustration at manual tree.
The Safety Management Manual (SMM) and Security Manual (SEC) are both corporate manuals issued
by Safety, Security and Quality Department and in some parts affect the manuals governed by the
QAM.
Note: Manuals marked with “*” are those that require CAAT acceptance and those marked with “**”
require CAAT approval. (Reference: Regulations of the Civil Aviation Board No. 85 on Air Operator
Certificate)
Approved/
Issuer Manual title Acronym
Accepted by
Cabin Crew Manual CCM CAAT*
Cabin Services
Head of Cabin
Department Cabin Services Procedure Manual CSPM
Services
General Maintenance Manual GMM CAAT**
Aircraft Maintenance Program
AMPM CAAT**
Engineering Manual
Department Engineering Line Procedure Manual ELPM Head of Engineering
Engineering Department Procedure
EDPM Head of Engineering
Manual
Operation Manual Volume D,
OM-D CAAT**
Training Manual
B777 Flight Crew Training Manual B777 FCTM CAAT*
B737 Flight Crew Training Manual B737 FCTM CAAT*
Cabin Crew Training Manual CCTM CAAT**
Training
Flight Dispatch Training Manual FDTM CAAT**
Department
Ground Handling Training Manual GHTM CAAT**
Flight Training Manual FTM CAAT**
Engineering Department Training
EDTM CAAT**
Manual
Training Procedure Manual TPM Head of Training
B777 Airplane Flight Manual B777 AFM CAAT*
B737 Airplane Flight Manual B737 AFM CAAT*
B777 Flight Crew Operations Manual
B777 QRH CAAT*
QRH
B737 QRH CAAT*
QRH
B777 FCOM CAAT*
Vol. 1 and Vol. 2
B737 FCOM CAAT*
Vol. 1 and Vol. 2
B777 Minimum Equipment List B777 MEL CAAT**
Flight Operations
B737 Minimum Equipment List B737 MEL CAAT**
Department
B777 Standard Operating
B777 SOP CAAT**
Procedures
B737 Standard Operating
B737 SOP CAAT**
Procedures
Flight Dispatcher Manual FDM CAAT*
Head of Flight
Flight Operations Procedure Manual FPM
Operations
Operations Manual Vol. A, B
OM CAAT**
and C
Head of Flight
OCC Procedure Manual OPM
Operations

Chapter 7
Appendix
Approved/
Issuer Manual title Acronym
Accepted by
Head of Ground
Ground Services Cargo Procedure Manual CPM
Services and Cargo
and Cargo
Ground Operations Manual GOM CAAT*
Department
Weight and Balance Manual WBM CAAT*
Corporate Manual CM Head of SSQ
Quality Assurance Manual QAM CAAT*
Quality System Procedure Manual QSPM Head of SSQ
Emergency Manual EM CAAT*
OCC Emergency Manual OEM Head of SSQ
Safety, Security
Safety Management Manual SMM CAAT*
and Quality
Department Local Emergency Manuals
LEM Head of SSQ
(for each station)
Reference Manual RM Head of SSQ
Safety Management System
SMSPM Head of SSQ
Procedure Manual
Security Manual SEC CAAT**
Finance
Procurement Manual PM CEO
Department
Human
Human Resources Procedure
Resources HRPM Head of HR
Manual
Department

Chapter 7
Appendix
7.1.3 Basic Format Settings for NokScoot Manuals[ORG 2.1.1 (ii), AOCR 1.2, AOCR 2.1]
The basic settings to be used are defined in the following table:
Paper Size Standard A5 or A4 paper is used in portrait orientation.

Note: AMPM is in landscape orientation.
Base Font Arial is used.
The default size is 10 and specified 12 point for “Main TITLE”, 11 point
for “Subsection” and 10 point for “Sub-subsection”
Date Settings Wherever it is used, use the sequence day, month (word), and year. For
example, 19 June 2017.
Margins All pages have standard margins for the body text, headers and footers.
Left and right margins are initially set to 1.0 inch. Top and bottom
margins are set to 1.0 inch.
Tabs Tabs are set at the beginning of the template document. These are set at
2.0 inch.
Line Spacing 1 (single)
Page Headers A standard page header appears on all pages of a deliverable manual
(except for the Manual Control Sheet and the Title Page). The standard
heading contains NCT logo left aligned and the “Manual Title”, “Chapter
Number” and “Chapter Title” right aligned.
The standard header has a horizontal line separate the header from the
body text.
Page Footers A standard footer appears on all pages of a deliverable manual (except
for the Manual Control Sheet and the Title Page). The standard footer
contains the “Revision Number”, “Revision Date” left aligned. The
Chapter Number and Page Number are set in right aligned.
The standard footer is separated from the body text by a horizontal line.
Paragraph Numbering Each paragraph with a title is to be numbered and/ or symbolic, up to
level 5.
Spacing Each section must start on a new page.
All paragraphs in the manual shall be numbered for ease of searching of policies reference.
Manuscript is not acceptable for company manual amendment or establishment including company
official information or data.
NCT manual shall be written in the English language. When used in manual, the following terms have
the meaning explained below:
(a) “shall”, “must”, “have to”, or another action verb in the imperative sense, means that
the application of a rule, procedure, or provision is mandatory.
(b) “must not” means that the prescribed action must never be done; this is forbidden
(c) “should” means that the application of a procedure or provision is recommended.
(d) “may” means that the application of a procedure or provision is optional.
NOTE: Definition of “shall” and “should” are according to the ICAO definitions of mandatory respective
recommended actions.
Issue 2, Revision 1, 12 Apr 2018 7-4

Chapter 7
Appendix
7.1.4 Page Format

The format of the pages in all controlled manuals for page identification allows the manual users to
identify amendments effectively.
Sample page format:
Manual title
Chapter no.
Chapter title
Revision no. Chapter no.
Revision date Page number

Chapter 7
Appendix
CAAT Airworthiness Related Mandatory Occurrence Report

7.2.1 General
With regard to airworthiness mandatory occurrence report, all concerned departments, such as
Engineering and Ground Services and Cargo, shall report every potentially hazardous effect of defects
or combination of defects to SSQ in order to initiate necessary investigation and/or preventive action by
using Air Safety, Security and Injury Report or Ground Safety, Security and Injury Report as per Safety
Management Manual
Occurrences which shall be reported are:
(a) Aircraft incidents and accidents

(b) Aircraft repetitive incidents and defects
(c) Service Difficulty Report (SDR)
(d) Bird Strike
For SDR, upon receiving a report from Safety Division, QMA shall review and prepare the report, in
CAAT Service Difficulty Report Form, then submit to CAAT as early as possible, but no later than 24
hours subsequent to the occurrence. The report shall be submitted via fax, telephone, letter or e-mail
as appropriate.
For reports concerning primary structure failure, control system failure, engine structure failure or any
other condition considered and imminent catastrophe, the report to CAAT shall be made immediately
either via telephone or telex.
SDR shall be submitted to CAAT within 09.00 A.M. of the next working day, except when due on
Saturday, Sunday or a public holiday, the report may be transmitted on the next business day. For SDR
case, the report shall also be reported to type design or original manufacturer, e.g. Boeing, within 72
hours after the occurrence via an appropriate method.
7.2.2 Service Difficulty Report (SDR)

The following occurrences must be reported as SDR:
(a) Fires during flight whether the related fire warning system properly operated or not
(b) False fire warning during flight
(c) An engine exhausts system that causes damage during flight to the engine, adjacent
structure, equipment or components
(d) An aircraft component that causes accumulation or circulation of smoke, vapor, toxic
or noxious fumes in the crew compartment or passenger cabin during flight
(e) Engine shutdown during flight because of a flameout
(f) Engine shutdown during flight when external damage to the engine or aircraft
structure occurs
(g) Engine shutdown during flight due to foreign object ingestion or icing
(h) Engine shutdown during flight of more than one engine is shutdown
(i) A fuel or fuel-dumping system that affects fuel flow by causes hazardous leakage
during flight
(j) An unintended landing gear extension or retraction, opening or closing of landing
gear doors during flight
(k) Brake system components that result in a loss of brake actuating force when the
airplane is in motion on the ground
(l) Aircraft structure that requires major repair

Chapter 7
Appendix
(m) Cracks, permanent deformation or corrosion of aircraft structure, if more than the
maximum acceptable to the manufacturer or the authority
(n) Aircraft components or systems malfunction that result in taking emergency actions
during flight (except action to shut down an engine)
(o) Each interruption to a flight, unscheduled change of aircraft en-route, unscheduled
stop or diversion from a route, caused by known or suspected technical difficulties
or malfunctions
(p) Any abnormal vibration or buffering caused by a structure or system malfunction,
defect or failure
(q) A failure or malfunction of more than one altitude, airspeed, or altitude instrument
during a given operation of the aircraft
(r) The number of engines removed prematurely because of malfunction, failure or
defect, listed by make and model and the aircraft type in which it was installed
process
7.2.3 Bird Strike Reporting Form
Bird Strike Reporting Form shall be submitted to Safety Division via means of communication specified
in SMM by pilots or LAE who found the evidence of bird strike. Upon receiving the report, Safety
Manager shall gather all relevant information e.g. Technical Log. Fleet Management Manager shall
perform cost evaluation, summarize and complete Supplementary Bird Strike Reporting Form and
forward to Safety Division for further reporting to CAAT by letter, fax or E-mail.

Chapter 7
Appendix
NokScoot Quality Assurance Forms

Refer to NCT SharePoint – Form Library for Quality Assurance System related forms.
7.3.1 Aircraft Accident Report Form

Refer to The Regulation of Civil Aviation Board (RCAB) Announcement No. 73 on Accident Report.
7.3.2 Aircraft Incident Report Form

Refer to The Regulation of Civil Aviation Board (RCAB) Announcement No. 79 on Air Traffic Incident
Investigation.
7.3.3 Service Difficulty Report Form


QAM Issue 2 Revision 2

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Quality Assurance Manual

ALL RIGHTS RESERVED.

This Manual belongs to NokScoot Airlines Company Limited.

Issue no.: 2, Revision: 2

1.4.1 Registration Address ..................................................................................................... 1-2

1.5.1 Accountable Manager ................................................................................................... 1-2

1.6.1 Delegated Managers ..................................................................................................... 1-9

1.7.1 Post Holders ................................................................................................................ 1-10

Issue 2, Revision 2, 17 Sep 2018 Preface-1

2.4.1 NCT Management Committee (MC).............................................................................. 2-2

3.3.1 Human Resources ......................................................................................................... 3-1

4.2.1 QAP Functional Independence ..................................................................................... 4-2

4.3.1 Internal auditor............................................................................................................... 4-3

4.4.1 Oversight Activities ........................................................................................................ 4-5

Issue 2, Revision 2, 17 Sep 2018 Preface-2

4.5.1 Quality Review Process .............................................................................................. 4-15

4.7.1 Contractors, sub-contractors, suppliers or vendors .................................................... 4-17

4.11.1 Maintenance Review Procedure ................................................................................. 4-24

5.1.1 Trainee Qualification Requirements .............................................................................. 5-1

5.2.1 Trainee Qualification Requirements .............................................................................. 5-3

6.2.1 Internal Operational Documents.................................................................................... 6-1

Issue 2, Revision 2, 17 Sep 2018 Preface-3

6.8.1 General .......................................................................................................................... 6-4

6.10.1 General .......................................................................................................................... 6-7

7.1.1 Flight Safety Documents – Governing Manuals ............................................................ 7-1

7.2.1 General .......................................................................................................................... 7-6

7.3.1 Aircraft Accident Report Form ....................................................................................... 7-8

Issue 2, Revision 2, 17 Sep 2018 Preface-4

Whenever there is a significant change of organization, responsibility, guidelines, policy or

(a) Few chapters are affected requiring revision change.

Issue Number Revision Number Effective Date Revised By

Issue 2, Revision 2, 17 Sep 2018 Preface-6

The original issue of QAM is dated 21 August 2014.

Consult the List of Effective Pages.

Issue 2, Revision 1, 12 Apr 2018 Preface-7

Issue 2, Revision 2, 17 Sep 2018 Preface-8

CONTROLLED DISTRIBUTION LIST

Issue 2, Revision 1, 12 Apr 2018 Preface-9

Refer to NokScoot Reference Manual (RM).

Issue 2, Revision 1, 12 Apr 2018 Preface-10

ADMINISTRATION AND CONTROL

Manual Purposes and Objectives

The QAM is referenced to the framework as per CAAT AOCR.

Applicability and Conditions of Use

Issue 2, Revision 1, 12 Apr 2018 Preface-11

1) All revisions of this manual

Review, Revision and Approval Process

The following are revision control requirements;

Dissemination and Transmission

Issue 2, Revision 1, 12 Apr 2018 Preface-12

The submission shall contain sufficient information to identify:

1) The Originator Department and Contact Number

Instruction and Forms

Issue 2, Revision 1, 12 Apr 2018 Preface-13

0. POLICY AND COMPLIANCE STATEMENTS

NokScoot Corporate Safety, Security and Quality Policy

Mr. Yodchai Sudhidhanakul

Chief Executive Officer

Issue 2, Revision 2, 17 Sep 2018 0-1

Head of Safety, Security and Quality

Issue 2, Revision 0, 19 Feb 2018 0-2

1 ORGANIZATION, DUTIES AND RESPONSIBILITIES

Departmental Organization Chart

Manager, Operations Manager, Airworthiness