Improving Compliance Monitoring Program Model for Contracted Services
Pakarinen, Niko (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105179025
https://urn.fi/URN:NBN:fi:amk-202105179025
Tiivistelmä
The purpose of this study was to improve the compliance monitoring model for contracted services at Finnair. Finnair is a network airline that focuses on passenger and cargo traffic between Asia and Europe. The study was performed in the Safety, Security and Compliance Management department, together with the Ground Operations unit.
The study utilized the method of action research, conducted between April 2020 and April 2021. The study used qualitative research methods and was conducted by using a questionnaire and through interviews. The study first investigated the current state of the compliance monitoring model and responsibilities and interfaces related to it. Based on the findings from the current state analysis, the key focus areas for development were selected which included: 1) clarifying the ownership of safety and compliance related matters, 2) clarifying the definition of responsibilities and interfaces for contract monitoring, and 3) defining the complexity of contracted services, and describing the monitoring elements.
To improve these key focus areas, the study then gathered knowledge and relevant best practice, aviation regulations and standards. The input and feedback collected from the stakeholders was extensively utilized during the proposal building and validation stages.
The thesis outcome is a compliance monitoring program model for contracted services, which considers the complexity thus impacts flight safety, and defines the monitoring elements and responsibilities, and it is also acceptable for the competent authority. It also improves visibility for the overall quality of contracted services and clarifies the governance model in the Operations unit.
The study utilized the method of action research, conducted between April 2020 and April 2021. The study used qualitative research methods and was conducted by using a questionnaire and through interviews. The study first investigated the current state of the compliance monitoring model and responsibilities and interfaces related to it. Based on the findings from the current state analysis, the key focus areas for development were selected which included: 1) clarifying the ownership of safety and compliance related matters, 2) clarifying the definition of responsibilities and interfaces for contract monitoring, and 3) defining the complexity of contracted services, and describing the monitoring elements.
To improve these key focus areas, the study then gathered knowledge and relevant best practice, aviation regulations and standards. The input and feedback collected from the stakeholders was extensively utilized during the proposal building and validation stages.
The thesis outcome is a compliance monitoring program model for contracted services, which considers the complexity thus impacts flight safety, and defines the monitoring elements and responsibilities, and it is also acceptable for the competent authority. It also improves visibility for the overall quality of contracted services and clarifies the governance model in the Operations unit.