Dassault Aircraft Services is a company that provides maintenance services for Dassault business jets through 7 repair stations across North and South America. It uses Q-Pulse to manage its quality management system across locations in a standardized way. Key uses of Q-Pulse include managing customer concerns, audits, maintenance errors, tool calibration, and supplier information. The system aims to improve quality and safety while reducing costs through improved incident tracking and analysis.

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Axalta™ Performance Coatings
Dassault Aircraft Services - Wilmington
Managing Quality with Q-Pulse
Q-Pulse User Conference Dallas, TX
June 26, 27 2014

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Outline
• Who is Dassault Aircraft Services?
• Why do we need a QMS Solution?
• Why Q-Pulse?
• What are we using Q-Pulse for?
• How are we using Q-Pulse?
• Some ideas

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Who is Dassault Aircraft Services?
• Company Owned
Service Network
• 7 Certificated Repair
Stations in North and
South America
• Certified by FAA and 7
Foreign Regulatory
Agencies
• das.falconjet.com

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Quality and Safety in a
Global Environment
The evolution of the Quality and Safety
Management Systems is a key element of meeting
customer expectations and competing in a global
marketplace.
Effective management of Quality and Safety
across multiple locations requires standardization
and control

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Need for Technology
• In order to properly manage processes and data
associated with QMS elements, an enterprise
level solution for data management is required.
• Multiple database and spreadsheet applications
are migrated to a single application. Databases
migrated include documents, regulatory, forms,
vendor listing, QIN, audit, training.

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Return on Investment
Direct monetary return on investment is achieved through improved incident management
resulting in reduced rework, warranty, aircraft damage and employee injuries. The return is
achieved through improved reporting, management and analysis of occurrences. By actively
capturing and managing a higher volume of lesser, often unreported occurrences larger,
more costly events are avoided.

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Why Q-Pulse?
Similar applications were evaluated prior to
selecting Q-Pulse as the preferred solution.
Evaluations included a review of capabilities,
industry knowledge and experience, ability to
accommodate multiple locations and interface
with existing business systems.

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What are we using Q-Pulse for?
Application Module
Customer Concerns CAPA/Customer
Internal & External Audit
Audit, CAPA
Maintenance Related Error Management
Occurrence/Incident/CAPA
Post Delivery Lessons Learned
Audit, CAPA
Project Management CAPA
Quote Approval Document
Supplier Management Supplier/Audit/CAPA
Tool Calibration, Inspection and Maintenance
Asset
Tool Equivalency, Lost Tools, Suspect Unapproved Parts, Technical Data Deviations
Occurrence/Incident
Procedure development, approval, distribution, change Document/Occurrence

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Customer Concerns
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Initiate via wizard Default template applied Not applicable stages deleted

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Internal/External Audit
• External – No checklist,
created “on demand”
 Regulatory
 Customer
• Customized CAR report for non
conformance “findings”
• Internal
 Scheduled, some recurring
 Checklist templates used
 Standard non conformance
‘findings”
• Supplier
 Treated as “internal”
 Not linked to supplier
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MEAP Workflow
1
• MEAP Report
• Gatekeeper
2
• Mandatory Reporting
• Containment
3
• MEAP Analysis
• Recommendation
4
• Event Review
• Assign Actions
5
• Quality Review Board
• Implement Actions
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MEAP Reporting/Analysis
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Abbreviated
Full
Template

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MEAP Communication
13
Abbreviated
Full

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Post Delivery Lessons Learned
• PDLL Review (audit) set up during planning
phase
• PDLL Checklist
 Financial performance
 On time delivery
 Customer Satisfaction
• Findings
 Cause
 Correction
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Project Management
Purpose/Scope
• Define Project Charter
• Establish Boundaries
Reason/Cause
• Optional Stage
• Define Causes addressed in Actions Stage
Action Plan
• Summarize action plan in details
• Add/assign actions to achieve plan
Implementation
• Summarize implementation plan in details
• Add/assign actions to achieve plan
Follow Up
• Summarize follow up plan in details
• Add/assign actions to validate effectiveness of actions
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Quote Approval
• Maximizes use of Documents
Module
 Comprehensive routing templates
based on document “type”
 Accountability through scheduled
reporting
 Response time metrics
• Proposals
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Create
Proposal
Deal
Review
Approve Activate Revise
Ops
Review
Approve Activate

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Supplier Management
• Occurrence module used to request new suppliers
• Manages Suppliers of:
 Certificated
 Non Certificated
 Fabrication
• Review dates based on:
 Periodic review
 Certificate Expiration
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Other Occurrence/Incident Uses
• Tool Equivalency
 Supporting information attached
 Closed as standard events
 Accept/reject recorded
• Lost Tools
 Require “investigation”
• Suspect Unapproved Parts
 Require “investigation”
• Technical Data Deviations
 Supporting information attached
 Closed as standard events
 accept/reject recorded
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Suggestions/Ideas

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Customer
• Issue 1 - Complaints come from the field, complaints are CAPA’s, No
Mobile App for CAPA’s
• Work Around – use reporting app
• Solution - Mobile App for CAPA
• Issue 2 - Licensing Inconsistency
 Primary license required to read CAPA in customer record
• Work Around – Access CAPA from CAPA module
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Create CAPA Assign Complete
Create
Occurrence
Assign
Analysis
Create
CAPA
Assign
CAPA
Complete
Analysis
Complete
CAPA

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Audits
 Issue
• CAPA’s are released when created
– Defeats purpose of report acceptance
– If CAPA completed before audit, locks audit
 Work Around
• Do not assign CAPA’s until report accepted
 Solution
• Hold CAPA’s until report accepted or audit “completed”
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Reports
• Issue
 [most] report fields segregated by module
 Unable to develop report that combines
occurrence, incident and CAPA data
• Work Around
 Create multiple reports and combine in .pdf
format
• Solution
 Expand field availability
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Messaging
• Issue 1
 Message volume overwhelming
• Each individual record generates it’s own message
– Audit findings
– Overdue notifications
 Work Around
• Turn off messaging
• Create reports
 Solution
• Add option to group messages. Provide link to launch pad or list view.
– You have over due “XX” or
– You have been assigned findings
• Issue 2
 No on demand messaging
• Manual status update, request information, clarifications
 Work Around – screen shot and external mail
 Solution – Add linked messaging , retain history
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Desktop vs Web Client
• Issue
 Icon to desktop version and link to web client in Email
confusing to users
 Web Client has limited functionality, not compatible with
all browsers
• Work Around
 None
• Solution
 Allow system setting to suppress icon or hyperlink in email
 Increase functionality of web client and eliminate desktop
version
 Increase compatibility with browser versions
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Supplier
• Issue 1
 Not able capture review history
• Work around
 Add note to record
• Solution
 Add review functionality like documents module
• Issue 2
 Audits not linked to Supplier
• Work Around
 CAPA’s linked to supplier are linked to audit
• Solution
 Add ability to link audit to supplier
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Contact information
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