ED 002 Revision E Date: 03/2002

UALITY

ANUAL

Copy N°: XXXX Holder : XXXXXX

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 0 Section 1 Page 1/3 Date 03/2002

MANAGEMENT COMMITMENT In today's fiercely competitive international market, our success will be largely determined by our ability to anticipate and to satisfy the needs of our customers. All our products and services must embody the high level of quality expected by our civil and military customers. Such quality is the sum of the individual quality of each of our actions and of the overall quality of our company's operation. We must have a streamlined organisation offering built-in flexibility to continually adjust to today's quick-changing conditions, proven working methods and high-performance facilities, and the quality control of all our processes. But the key to quality is our staff, thanks to their skills and to training attuned to the major changes taking place in our industry. This Quality Manual is the means for implementing the EUROCOPTER quality policy, which is outlined hereafter. It describes the measures taken by the company to guarantee customer satisfaction. The Manual forms the basis of the Quality Management System and is applied by all the Centres and Central Functions in their daily operations. The Quality Manual is the charter to which the entire company is committed. I therefore wish to see it distributed widely and enforced strictly.

The President of EUROCOPTER

Jean-François BIGAY

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ED-002 – Quality Manual Part 0 Section 1 Page 2/3 Date 03/2002

QUALITY POLICY The EUROCOPTER quality policy has three main aims: • To supply our customers with products and services that meet their expectations, • To operate economically so that the company can develop, • To involve all the personnel of the company in the quality function. The EUROCOPTER quality policy is based on the following main principles: 1

Knowledge of the Need and/or Objectives The requirement specification for the products and services provided by EUROCOPTER is clearly defined and validated in agreement with the customer. The objectives applicable to the company's operation are explicitly determined with allowance made for the resources available.

2

Definition of Responsibilities The functions and the missions of each entity in the company are specified and known by those involved, whose duties and responsibilities are detailed.

3

Implementation of Controlled Processes The processes cover the full spectrum of the company's activities (e.g. design, work planning, purchasing, customer support, financial management, human resources management, etc.), and the production operations (industrial processes). The processes in use within the company include the manufacturing and verification means needed to control, and guarantee for the customer, effective and reliable results.

4

Risk Assessment and Control The processes in use within the company are analysed systematically to detect and then minimise the probability of errors or failure to an extent that is compatible with customer satisfaction and with the internal and external regulatory requirements.

5

Product Qualification All the products delivered in the series production phase are manufactured in compliance with a design definition previously qualified with respect to a technical specification that guarantees the expected performance, and that includes the regulatory requirements. Any design changes occurring after qualification is declared are themselves qualified.

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ED-002 – Quality Manual Part 0 Section 1 Page 3/3 Date 03/2002

6

Guarantee of Product Conformity All the products delivered to customers are checked according to a specified inspection plan and are guaranteed conform to the stipulated requirements. The completion of these inspections and the acceptance of the products are recorded and filed. The means used to demonstrate conformity are capable of the required verification, are accurate enough, and are regularly verified and calibrated.

7

Measurement of the Results The results for customer satisfaction and for the quality of the company's operation are measured using suitable and regularly analysed indicators, which give an ongoing picture of the progress in relation to the specified targets.

8

Correction of Deviations Any significant defects discovered in products, or any non-conformities detected in the company's activities, are analysed to pinpoint the causes and implement the appropriate corrective actions. An efficient traceability system is used to track the suspect products and operations.

9

Implementation of a Continual Improvement Process The results for customer satisfaction and for the quality of the company's management are analysed so those action plans can be defined and implemented to produce continual and progressive improvements. These action plans are consistent with the overall objectives of the company and its Directorates.

10 Personnel Involvement and Motivation The company actively encourages its personnel to promote quality. Internal information and communication systems are used to ensure that every staff member is familiar with, and can support, the company strategy and related objectives. Company personnel are chosen and trained for the optimum performance of their assigned job functions.

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ED-002 – Quality Manual Part 1 Cover Page Date

03/2002

Section 1 Purpose Section 2 Contents Section 3 Record of Revisions Section 4 Effectivity List Section 5 Authorisation for Distribution

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ED-002 – Quality Manual Part 1 Section 1 Page 1/1 Date 03/2002

PURPOSE OF THE QUALITY MANUAL This Quality Manual describes the Quality Management System implemented by EUROCOPTER to satisfy the needs and requirements of its customers. The Quality Manual is supplied to customers, to third parties, and to the Authorities to present the EUROCOPTER Quality Management System and to demonstrate the company's ability to control the quality of its products and services, in compliance with the regulatory requirements. The Quality Manual is also distributed within the EUROCOPTER Group to communicate the general quality policy, and to outline the principles and procedures of the Quality Management System.

This Quality Manual applies to EUROCOPTER. The principles developed herein also apply to the entire EUROCOPTER GROUP, including the EUROCOPTER Subsidiaries and Participations (see Part 2 Section 1).

The Quality Manual is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 1 Section 2 Page 1/2 Date 03/2002

CONTENTS Preface

MANAGEMENT COMMITMENT

Part 1 PRESENTATION OF THE QUALITY MANUAL Section 1 Section 2 Section 3 Section 4 Section 5

Purpose Contents Record of Revisions Effectivity List Authorisation for Distribution

Part 2 PRESENTATION OF EUROCOPTER Section 1 Section 2 Section 3

The EUROCOPTER Group EUROCOPTER Products and Services Quality Administrators in the Group

Part 3 QUALITY MANAGEMENT SYSTEM ENTITLEMENTS Section 1 Section 2 Section 3

Overview of Group-Level Entitlements Manufacturer-Level Entitlements Certificates Held by the Manufacturers

Part 4 QUALITY MANAGEMENT SYSTEM Section 1 Section 2 Section 3

Process Management Documentation Configuration Management

Part 5 MANAGEMENT RESPONSIBILITY Section 1 Section 2 Section 3 Section 4 Section 5 Section 6

Management Commitment Customer Focus Quality Policy Planning Responsibility, Authority and Communications Management Review

Part 6 RESOURCE MANAGEMENT Section 1 Section 2 Section 3 Section 4

Provision of Resources Human Resources Infrastructures Work Environment

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ED-002 – Quality Manual Part 1 Section 2 Page 2/2 Date 03/2002

Part 7 PRODUCT REALISATION Section 1 Section 2 Section 3 Section 4 Section 5 Section 6

Planning for Product Realisation Customer-Related Processes Design and Development Purchasing Production and Service Provision Control of Monitoring and Measuring Devices

Part 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT Section 1 Section 2 Section 3 Section 4 Section 5

General Monitoring and Measurement Control of Non-conforming Product Analysis of Data Improvement

Part 9 APPENDICES Section 1 Section 2 Section 3

Reference Documents Abbreviations Distribution List

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ED-002 – Quality Manual Part 1 Section 3 Page 1/1 Date 03/2002

RECORD OF REVISIONS

Revision

Date

A

03 / 1998

B

10 / 1998

Main Modifications •

First issue (supersedes the EUROCOPTER FRANCE Quality Manual)

•

Changes for the new organisation of EUROCOPTER

•

The applicability of the Quality Manual extended to cover both EUROCOPTER and EUROCOPTER DEUTSCHLAND

•

New President of the Management Board

C

02 / 2000

•

Updates to the quality system and approval certificates held by EUROCOPTER and EUROCOPTER DEUTSCHLAND

D

07/2001

•

New President

•

Updates to the quality system and approval certificates held by EUROCOPTER et EUROCOPTER DEUTSCHLAND

•

Quality Manual completely rewritten for conformity to ISO 9001 version 2000

E

03/2002

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ED-002 – Quality Manual Part 1 Section 4 Page 1/1 Date 03/2002

EFFECTIVITY LIST Revision E of the Quality Manual contains the following parts with their effectivity dates:

Part

Date

Cover Page Part 0 Part 1 Part 2 Part 3 Part 4 Part 5 Part 6 Part 7 Part 8 Part 9

03/2002 03/2002 03/2002 03/2002 03/2002 03/2002 03/2002 03/2002 03/2002 03/2002 03/2002

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ED-002 – Quality Manual Part 1 Section 5 Page 1/1 Date 03/2002

AUTHORISATION FOR DISTRIBUTION

Revision E of the EUROCOPTER QUALITY MANUAL is approved for distribution.

Jean-Pierre Dedieu Quality Director EUROCOPTER

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ED-002 – Quality Manual Part 2 Cover Page Date

Section 1

The EUROCOPTER Group

Section 2

EUROCOPTER Products and Services

Section 3

Quality Bodies in the Group

03/2002

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ED-002 – Quality Manual Part 2 Section 1 Page 1/2 Date 03/2002

THE EUROCOPTER GROUP EUROCOPTER is a subsidiary of EADS (European Aeronautic Defence and Space Company). The EUROCOPTER Group comprises the following entities:

EUROCOPTER DEUTSCHLAND

EUROCOPTER NH INDUSTRIES SUBSIDIARIES & PARTICIPATIONS

The main activities of the EUROCOPTER Group are the design, production, marketing and support of helicopters. The Group also performs activities outside the helicopter sector, such as the subcontracting of AIRBUS parts. The company EUROCOPTER is tasked with the general management of the Group and with marketing the products. The EUROCOPTER helicopters are designed, manufactured, and supported by the two manufacturers EUROCOPTER and EUROCOPTER DEUTSCHLAND. NH INDUSTRIES and EUROCOPTER TIGER are the programme management entities dedicated respectively to the NH 90 and the Tiger programs. They act as interfaces between the customers and the industrial partner companies (EUROCOPTER and EUROCOPTER DEUTSCHLAND for the Tiger, and the same companies, plus AGUSTA and FOKKER for the NH 90).

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ED-002 – Quality Manual Part 2 Section 1 Page 2/2 Date 03/2002

Located throughout the world, the Subsidiaries and Participations are companies, wholly or partly owned by EUROCOPTER, in charge of providing the local customers with EUROCOPTER products and services. • ECL, Canada (100 %), • AEC, USA (100 %), • EMSA, Mexico (100 %), • HELIBRAS, Brazil (76.52 %), • EC Chile, Chile (100 %), • EUROHELI, Japan (10 %), • ESJ, Japan (51 %) • EIP, Australia (100 %), • ESEA, Singapore (75 %), • EAS, Malaysia (34 %), • EPI, Philippines (70 %), • ESAL, South Africa (100 %), • McALPINE, United Kingdom (10 %), • ECESA, Spain (60 %) • ECROM, Romania ( 51 %) Addresses of the Manufacturers EUROCOPTER has two plants in France: one in Marignane, and the other in La Courneuve. EUROCOPTER DEUTSCHLAND has three plants in Germany: in Ottobrunn, Donauwörth, and Kassel. The addresses of the plants are:

•

•

•

•

EUROCOPTER Aéroport International Marseille-Provence 13725 Marignane, France EUROCOPTER 2 à 20, avenue Marcel Cachin 93126 La Courneuve, France

EUROCOPTER DEUTSCHLAND Gmbh Postfach 12 53 D-86603 Donauwörth, Germany EUROCOPTER DEUTSCHLAND Gmbh D-81663 München, Germany

•

EUROCOPTER DEUTSCHLAND Gmbh Flughafen Kassel-Calden D-34379 Calden, Germany

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ED-002 – Quality Manual Part 2 Section 2 Page 1/2 Date 03/2002

EUROCOPTER PRODUCTS AND SERVICES With over 11,600 helicopters sold to more than 1,900 customers in 130 countries, the EUROCOPTER Group ranks first on the world export market. The following range of EUROCOPTER helicopters are manufactured in series production by EUROCOPTER and by EUROCOPTER DEUTSCHLAND:

CIVIL PRODUCTS

MILITARY PRODUCTS

Colibri EC120

Écureuil AS350 Écureuil AS355

Fennec AS550 Fennec AS555

EC 130

EC 135

EC 635

BK 117 EC 145

Dauphin AS365

Panther AS565

EC 155

Super Puma MK1 Super Puma MK2 EC 225

Cougar 100 MK1 Cougar MK1 Cougar MK2 EC 725 Tiger

NH 90

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ED-002 – Quality Manual Part 2 Section 2 Page 2/2 Date 03/2002

The present Quality Manual describes the services offered by the EUROCOPTER Group, including maintenance services. EUROCOPTER and EUROCOPTER DEUTSCHLAND not only perform maintenance on its own products (former range and the range in production), but also on helicopters and components designed by other manufacturers. In particular, EUROCOPTER DEUTSCHLAND performs maintenance on the following products:

CIVIL PRODUCTS • • • •

BO 105 LS A3 SA 330 F, G and J SA 365, AS 365 AIRBUS structural components

MILITARY PRODUCTS • • • • • • •

CH 53 Lynx Sea King Tornado Transall F4 SE 3130

• EC 155 • AS 332 • EC 120

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ED-002 – Quality Manual Part 2 Section 3 Page 1/1 Date 03/2002

QUALITY BODIES IN THE GROUP 1. EUROCOPTER Quality Committee The Quality Committee is a co-ordinating entity, whose members are the Quality Directors of EUROCOPTER and EUROCOPTER DEUTSCHLAND. The Vice-President Industrial Operations chairs the Committee. The Quality Committee is tasked with: • proposing the quality policy for the EUROCOPTER Group to the President, • co-ordinating the quality activities by ensuring they are consistent, • co-ordinating the investigations and audits conducted after serious incidents and accidents that involve the two companies. • directing the Quality System for the EUROCOPTER Subsidiaries and Participations in accordance with the quality policy, i.e. specifying the requirements, helping to set up and maintain the quality system, monitoring for correct performance and for conformity to the requirements and quality policy.

2. EUROCOPTER Group Quality Network The EUROCOPTER Quality Committee has decided to create a quality network inside the EUROCOPTER Group in order to improve the response to customer expectations. The members of the quality network are: • the quality managers of the subsidiaries with customers nearby, • the main quality managers of the manufacturers. As real-time exchanges can be made over the EUROCOPTER Group quality network, this is the opportunity : • for subsidiaries, to request corrective actions from the manufacturers, • to compare experiences on shared concerns. All the members of this network meet at a periodic seminar. The subjects discussed provide a better understanding of the internal functioning of the subsidiaries and manufacturers, and the functioning at the manufacturer/subsidiary interfaces.

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ED-002 – Quality Manual Part 3 Cover Page Date

Section 1

Overview of Group-Level Entitlements

Section 2

Manufacturer-Level Entitlements

Section 3

Certificates held by the Manufacturers

03/2002

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ED-002 – Quality Manual Part 3 Section 1 Page 1/1 Date 03/2002

OVERVIEW OF GROUP-LEVEL ENTITLEMENTS The entities in the EUROCOPTER Group hold certificates issued by their own Aviation Authorities and empowering them to perform work in compliance with the applicable regulatory requirements. This applies in particular to the subsidiaries, which work on previously certified products. The subsidiaries are authorised by their National Aviation Authorities, and by those of their customers, to carry out maintenance activities, including overhaul, repair, inspection, replacement, modification, and anomaly correction on the helicopters, and their components, in the EUROCOPTER range. In addition, all the entities in the EUROCOPTER Group involved in industrial activities (delivery of helicopters and spare parts, performance of maintenance operations) have an ISO 9000 series certificated quality management system.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 3 Section 2 Page 1/2 Date 03/2002

MANUFACTURER-LEVEL ENTITLEMENTS The quality management systems of EUROCOPTER and EUROCOPTER DEUTSCHLAND are the subject of official entitlements. The main entitlements are outlined below. The associated certificates are shown in Part 3 Section 3:

• ISO 9001 Certificate The DQS (Deutsche Gesellschaft zur Zertifizierung von Managementsystemen mbH) certification body has issued the ISO 9001 certificate to EUROCOPTER and EUROCOPTER DEUTSCHLAND, certifying that the companies meet the ISO 9001 requirements of "Quality Systems - Model for Quality Assurance in Design, Development, Production, Installation and Servicing". The certification issued by DQS is recognised by the IQNET certification network and its members. Additionally, EUROCOPTER holds an ISO 9001 certificate issued by the AFAQ (Association Française pour l'Assurance Qualité), jointly with the AQAP-110 certificate (see below).

• AQAP Certificates EUROCOPTER and EUROCOPTER DEUTSCHLAND hold the AQAP110 certificate issued in compliance with the AQAP-110 Allied Quality Assurance Publication "NATO Quality Assurance Requirements for Design, Development and Production". The EUROCOPTER DEUTSCHLAND certificate also attests conformity to AQAP-150 "NATO Quality Assurance Requirements for Software Development". EUROCOPTER DEUTSCHLAND also holds Aeronautical Organisation Approval for German military aeronautical products.

• Certificates issued by the Civil Aviation Authority Þ Design Organisation Approval EUROCOPTER and EUROCOPTER DEUTSCHLAND hold the Design Organisation Approval issued by their respective Civil Aviation Authorities - members of the JAA - in accordance with the requirements of subpart JA of JAR-21 "Certification Procedures for Aircraft, and their Products and Equipment". Þ Production Organisation Approval EUROCOPTER and EUROCOPTER DEUTSCHLAND hold the Production Organisation Approval issued by their respective Civil Aviation Authorities - members of the JAA - in accordance with the requirements of subpart G of JAR-21 "Certification Procedures for Aircraft, and their Products and Equipment".

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ED-002 – Quality Manual Part 3 Section 2 Page 2/2 Date 03/2002

Þ Maintenance Organisation Approval EUROCOPTER and EUROCOPTER DEUTSCHLAND hold the Maintenance Organisation Approval issued by their respective Civil Aviation Authorities - members of the JAA - in accordance with the requirements of JAR-145 "Approved Maintenance Organisations". In order to maintain the quality system entitlements, the Aviation Authorities periodically evaluate the quality systems of EUROCOPTER and EUROCOPTER DEUTSCHLAND by conducting audits and/or verifications by sampling the products. For military export contracts, and when requested to do so by the Official Authority in the customer's country, the military authority in the manufacturer's country may exercise the official supervision within the framework of STANAG 4107 "Mutual Agreement Relating to the Official Quality Assurance ".

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ED-002 – Quality Manual Part 3 Section 3 Page 1/15 Date 03/2002

CERTIFICATES HELD BY THE MANUFACTURERS This section contains the first page of the certificates held by EUROCOPTER and EUROCOPTER DEUTSCHLAND. The complete certificates and their updates can be consulted on the Intranet.

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ED-002 – Quality Manual Part 3 Section 3 Page 2/15 Date 03/2002

EUROCOPTER ISO 9001 CERTIFICATE ISSUED BY DQS

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ED-002 – Quality Manual Part 3 Section 3 Page 3/15 Date 03/2002

EUROCOPTER ISO 9001 CERTIFICATE ISSUED BY AFAQ

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ED-002 – Quality Manual Part 3 Section 3 Page 4/15 Date 03/2002

EUROCOPTER DEUTSCHLAND ISO 9001 CERTIFICATE

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ED-002 – Quality Manual Part 3 Section 3 Page 5/15 Date 03/2002

EUROCOPTER AQAP-110 CERTIFICATE

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ED-002 – Quality Manual Part 3 Section 3 Page 6/15 Date 03/2002

EUROCOPTER DEUTSCHLAND - DONAUWORTH AERONAUTICAL ORGANISATION APPROVAL FOR GERMAN AERONAUTICAL MILITARY PRODUCTS

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ED-002 – Quality Manual Part 3 Section 3 Page 7/15 Date 03/2002

EUROCOPTER DEUTSCHLAND - KASSEL AERONAUTICAL ORGANISATION APPROVAL FOR GERMAN AERONAUTICAL MILITARY PRODUCTS

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ED-002 – Quality Manual Part 3 Section 3 Page 8/15 Date 03/2002

EUROCOPTER DESIGN ORGANISATION APPROVAL

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ED-002 – Quality Manual Part 3 Section 3 Page 9/15 Date 03/2002

EUROCOPTER DEUTSCHLAND DESIGN ORGANISATION APPROVAL

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ED-002 – Quality Manual Part 3 Section 3 Page 10/15 Date 03/2002

EUROCOPTER PRODUCTION ORGANISATION APPROVAL

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ED-002 – Quality Manual Part 3 Section 3 Page 11/15 Date 03/2002

EUROCOPTER DEUTSCHLAND PRODUCTION ORGANISATION APPROVAL

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ED-002 – Quality Manual Part 3 Section 3 Page 12/15 Date 03/2002

EUROCOPTER MAINTENANCE ORGANISATION APPROVAL

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ED-002 – Quality Manual Part 3 Section 3 Page 13/15 Date 03/2002

EUROCOPTER DEUTSCHLAND - DONAUWORTH MAINTENANCE ORGANISATION APPROVAL – HELICOPTERS

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ED-002 – Quality Manual Part 3 Section 3 Page 14/15 Date 03/2002

EUROCOPTER DEUTSCHLAND - KASSEL MAINTENANCE ORGANISATION APPROVAL – HELICOPTERS

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ED-002 – Quality Manual Part 3 Section 3 Page 15/15 Date 03/2002

EUROCOPTER DEUTSCHLAND - DONAUWORTH MAINTENANCE ORGANISATION APPROVAL – AIRCRAFT COMPONENTS

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ED-002 – Quality Manual Part 4 Cover Page Date

Section 1

Process Management

Section 2

Documentation

Section 3

Configuration Management

03/2002

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ED-002 – Quality Manual Part 4 Section 1 Page 1/10 Date 03/2002

PROCESS MANAGEMENT General EUROCOPTER implements, maintains and continually improves a documented quality management system. The quality management system outlines the quality policy defined in the preface of this Quality Manual. The system is an integral part of the company's overall management. The management system complies with the ISO 9001 requirements, with the regulatory and legal requirements, and with the requirements of the entitlements granted by the civil and military authorities (refer to Part 3). EUROCOPTER has identified the main processes which help to provide products and services meeting customer expectations and which are also compatible with the smooth functioning of the company. The processes are classified into 3 families : 1. Management processes The goal of these processes is to lead the company to improve its performance and to satisfy its customers. They provide directives for the other processes by setting targets. They also ensure that the decisions taken are consistent with the targets set. 2. Realisation processes of product and services The goal of these processes is to directly contribute in the supply of the products and services, from identification of the needs and customer expectations up to customer satisfaction. These processes cover all the activities related to the product's life cycle. 3. Support processes The goal of these processes is to ensure the smooth running of the other processes, by providing them with the necessary resources and services.

Attached appendices identify the main processes implemented by EUROCOPTER: • appendix 1: process mapping, • appendices 2-4 information:

:

processes

details

including

the

following

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ED-002 – Quality Manual Part 4 Section 1 Page 2/10 Date 03/2002

- the lead function of the process and the functions involved (in brackets), - the main inputs to and outputs from the process, which allow the links between processes to be identified, - indicators to measure process effectiveness, in particular the achievement of planned results. • appendix 5 : measurement and improvement processes included inside each process, allowing the implementation of the continuous improvement loop ("PDCA : Plan Do Check Act") The processes described in the Appendices are applied by EUROCOPTER. All or part of certain sub-processes may, however, be outsourced, in which case the lead function of the process is still responsible for the control of the outsourced activities.

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ED-002 – Quality Manual Part 4 Section 1 Page 3/10 Date 03/2002

Appendix 1 Process Mapping

Management processes

Legend: : PDCA See appendix 5

To manage performance

To manage the Quality System

To Manage Customer Satisfaction

To Manage Communication

Services and Products realization processes To market products

To market after sales services

To develop activities

To administer aircraft sales

To administer Services Sales

To Manage program

To Develop & to certify new products (design/purchase/industrialize)

To Maintain qualification/airworthiness

To Assemble To produce components

To distribute spares

To procure components

To perform maintenance

To Plan the production program

To manage Human resources

To administer knowledge and information

To Deliver Aircraft

To Deliver Other After Sales Services

To manage Industrial Means

To assure Legal compliance

To manage Finance

To control budget

CUSTOMER SATISFACTION

CUSTOMER EXPECTATIONS

To manage strategy & policy

To Communicate

Support processes

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ED-002 – Quality Manual Part 4 Section 1 Page 4/10 Date 03/2002

Appendix 2 –Management processes Code

Process •

manage strategy and policies

Leader

Inputs

President • (Executive Committee

Outputs

EADS objectives

•

strategic plan

•

strategic data

•

•

customer satisfaction survey

definition of policies : - product and services - industrial - purchasing - research and development - communication - quality - finance - etc

D01 EY)

• D02

• D03

manage performance

manage the quality management system

President • •

(Executive • Committee)

QA QB

- EUROCOPTER - EUROCOPTER DEUTSCHLAND

• D04

manage customer satisfaction

• • • • •

S

• •

D05

•

manage communication

W

•

performance indicators customer satisfaction indicator identified risks

• •

quality policy regulatory requirements customer satisfaction measurement results quality performance indicators identification of misfunction

• •

customer satisfaction measurements results (direct and indirect measurements) customers surveys / forums results communication policy

improvement directives to processes risk management plan

Indicators •

achievement of the EADS-defined results

•

customer satisfaction rate

• •

company performance trends assessment of the social climate (strikes, etc.) rate of occurrence of risk-prone events

• quality principles quality requirements (internal and external ones) needs in quality management system data certificates, approvals improvement plans related to the quality management system

•

• •

improvement action plans communication actions toward customers

• •

trends in customer satisfaction index achievement rate of the "customer satisfaction" action plans

•

internal and external communication plans

•

EUROCOPTER impact in the media: reviews, shows, press, etc.

• • •

• • •

update rate of the quality management system documentation numbers of remarks during certification audits achievement rate of the audits and corrective/preventive actions achievement rate of the improvement action plans

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 1 Page 5/10 Date 03/2002

Appendix 3– Product and services realisation processes Code R01

Process

Leader

•

market product

V

• • •

product policy competition bench marking customers inquiries / forums results

• • • •

product marketing plan commercial policy standard conditions of sales aircraft sales forecasts

• • • •

shares of the civil/military markets order book for new helicopter sales reliability of forecasts customer satisfaction rate for the offer

•

market after sales services

S

• • • • •

service policy bench marking customers inquiries / forums results reliability analysis technical publications

• • • • • •

maintenance / repair service marketing plan services standard conditions of sales spares data base spares / kits catalogue services sales objectives customer training programme

• • • • •

order book for spares and kits order book for repairs order book for training customer satisfaction rate for the support services offered reliability of the forecasts

•

strategic plan

•

developments projects

•

projects implementation rate

• • • •

commercial policy standard conditions of sales technical descriptions requests for proposal

• • •

aircraft contracts statement of aircraft needs sales forecasts

• •

Success rate of the offers rate of contract amendment with an EC origin

• • • • • • • • • • • •

services standard conditions of sales services sales objectives technical descriptions requests for proposal warranty claims reliability analyses aircraft contract customer requests financial results objectives cost price commercial policy product policy

• • •

services contracts statement of spares and services needs services sales forecasts

• •

Success rate of the offers rate of contract amendment with an EC origin

• • • • •

customer requirements sheet programme management documents customer communication products and services conformity margin per contract

• •

observance of programme milestones observance of contract (price, lead times, compliance) achievement rate of forecasted margin

R02

R03

•

develop activities

•

administer aircraft sales

R04 •

administer services sales

•

manage programmes

R05

R06

- commercial helicopters - governmental helicopters - previous range

E V S

C G S

Inputs

Outputs

Indicators

•

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ED-002 – Quality Manual Part 4 Section 1 Page 6/10 Date 03/2002

Code R07

Process •

develop and certify new products - design and develop

Leader OT

R07-1

R07-2

- purchase

A

- industrialise

R07-3

- EC internally manufactured components - ECD internally manufactured components - commercial helicopters - governmental helicopters

OI

OC

Inputs • • • • •

Outputs • • •

• • •

product policy research and development policy regulatory requirements aircraft and services contracts programme management documents improvement needs purchasing policy design file

• •

design file existing industrial means

Indicators •

• • •

technical descriptions design file qualification certificate / type certificate design changes qualification / approval Technical Publications contracts with suppliers authorised suppliers list

• • •

industrial file industrial means needs objective manufacturing costs

•

•

• • • • •

• •

Compliance with the PDR and CDR schedules Modification rate after design error Customer remarks on design Acceptance rate of certification files

Number of contracts signed Number of suppliers subject to Green Loop Compliance with the scheduling of industrialisation reviews Compliance with the scheduling of First Article Inspections (FAI) Rework rate of the industrial file after development/FAI/first installation

C G

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ED-002 – Quality Manual Part 4 Section 1 Page 7/10 Date 03/2002

Code

Process •

R08

• R09

• R10

plan production programme - EC - ECD

OI

-

OC

• R12

ECD

procure components - EC ECD

assemble aircraft - commercial helicopters - governmental helicopters

R11

OI

produce components - EC

•

Leader

deliver aircraft - commercial helicopters - governmental helicopters

OI (C G S) A C G

Inputs • • • •

aircraft sales forecasts services sales forecasts statement of aircraft needs statement of spares and services needs aircraft contracts customer requirements sheets services contracts industrial file industrial means statement of needs for internally produced components work orders

• •

• • • •

authorised suppliers list industrial file contract with supplier statement of needs for procured components

• • • • •

general production programme • internal components • procured components industrial file qualification certificate / type certificate

• • • • • • •

•

C G

Outputs

• • • • • •

Indicators •

rate of aircraft available for sale within the programme objective lead time

• • •

general production programme statement of procured and internally produced components needs workload plan personnel needs from processes work orders

•

internal components

• • •

number of missing items per aircraft number of missing spare parts non-conformity rate

•

procured components

• • •

number of missing items per aircraft number of missing spare parts non-conformity rate for

accepted aircraft release documents

• • • •

Non-conformity rate Compliance with delivery lead times Compliance with industrial costs Rate of military aircraft postponement by the Authority

aircraft taken over by customer transfer of ownership

•

Number of customer remarks

design changes qualification / approval

customer requirements sheets Technical Publications accepted aircraft release documents aircraft contract cash settlement

• •

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ED-002 – Quality Manual Part 4 Section 1 Page 8/10 Date 03/2002

Code R13

• •

Process

Leader

maintain qualification / airworthiness distribute spare parts

OT

•

technical facts

• •

technical publication corrective / preventive action

•

Incident processing cycle

S

• • • • • • • • • • • • • • • • • • •

spares catalogue spares data base customer order services contracts internal components procured components Technical Publications cash settlement customer order services contracts spares products to repair overhaul Technical Publications cash settlement customer order services contracts customer queries training programme Technical Publications

• • •

spares statements of needs spares release documents

• • •

Spares on-time delivery rate Number of customer remarks/returns Customer satisfaction rate for the spares service

•

spares statement of needs for repair / overhaul maintenance file certified repaired overhauled products release documents

•

Satisfaction rate for the maintenance service Number of customer remarks on overhauled helicopters

training and examination implementation trained and qualified trainees after examination qualification certificate client assistance services distributed Technical Publications

• •

R14

•

perform maintenance

S

deliver other after sales services (training, technical publications, technical assistance)

S

R15

• R16

Inputs

Outputs

• • • • • • • •

Indicators

•

•

satisfaction rate of the trainees customer satisfaction rate for the after sales services number of remarks on the technical publications

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 1 Page 9/10 Date 03/2002

Appendix 4– Support Processes Code

Process

Leader

•

manage Human Resources

H

•

administer knowledge and information

D

•

manage industrial means

S01

S02

-MARIGNANE -LA COURNEUVE -DONAUWÖRTH AND OTTOBRUNN -computer systems

S03

S04 S05

S06 S07

HM HN LS K

•

ensure legal protection

•

manage finances

F

•

control budgets

F

•

communicate

W

DL

Inputs • • • • • • • • • • • • • • • •

Human Resources policy personnel needs from processes applications legislation training policy training needs from processes regulatory requirements information needs from processes quality requirements users data industrial policy industrial files general production programme legislation industrial means needs identified risks

• • • • • • • •

legislation needs from processes court indictments financial policy accounting data margin per contract financial objectives budgets objectives and spent

• •

communication plan communication needs from processes

Outputs

Indicators

• • • •

hiring available training courses training plan trained / qualified personnel

• • • •

time to complete hiring process achievement rate of training plan satisfaction rate of trainees effectiveness rate of training

• •

document system available information

• •

availability of information achievement of the documents work plans

• • •

• •

Availability rate of the means immobilisation lead time till serviceability

• • • • • •

facilities equipment communication and transportation needs monitoring and measuring devises compliant and available industrial means computer means advises and legal choices legal clauses defence substantiation financial objectives budgets objectives

•

Number of convictions

•

gaps from objectives

• • • •

Reliability of the forecasts rate of unpaid recovery lead time of unpaid recovery availability lead time of budgetary status

•

internal external communication actions

•

Achievement rate of the communication plan

• •

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ED-002 – Quality Manual Part 4 Section 1 Page 10/10 Date 03/2002

Appendix 5 – Measurement and improvement processes included in each process Code M&A01

Process •

measure and analyse

Leader Process leader

Inputs • •

non quality data customer satisfaction data

M&A02

•

set up corrective and preventive actions

Process leader

•

corrective / preventive action

M&A03

•

process non conformities

Process leader

• •

non conformity report non compliant product / service

Outputs • • • • • • •

• • •

performance indicators gaps from objectives improvement needs customer satisfaction measurement result customers surveys / forums results identification of misfunction

controlled process

non conformity disposition / acceptance compliant product service corrective / preventive action

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 1/8 Date 03/2002

DOCUMENTATION 1.General EUROCOPTER has designed and set up a quality management system that complies with the requirements of ISO 9001 and of the official regulations (refer to Part 3). The Quality Manual describes the quality policy, promotes the policy throughout the company, and helps to satisfy the quality objectives. The EUROCOPTER quality management system has three levels of documents:

ED EP EI

Level 1: EUROCOPTER DIRECTIVES The Level 1 documents contain strategic directives issued by the President. They include the Manuals in support of the quality management system certifications and approvals. The Quality Manual is one of these documents. It is an essential document that defines and describes the quality management system. The President regards the Quality Manual as a mandatory working document for all the personnel of EUROCOPTER (refer to the Preface). Level 2: EUROCOPTER PROCEDURES The Level 2 documents describe, whenever necessary, a process by giving: • the applicable objectives and conformity with the regulatory requirements, • the steps in the process, • the responsibilities, • the rules to be observed to guarantee the control and effectiveness of the process.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 2/8 Date 03/2002

Level 3: EUROCOPTER INSTRUCTIONS The Level 3 documents define the detailed operating procedure needed to perform a specific activity. N.B.: The quality assurance requirements for suppliers, partners and subsidiaries are set down in a dedicated collection of documents. The Level 1, 2, and 3 documents applying in EUROCOPTER are described in more detail in Appendix 1. Refer to Part 5 Section 5 for the management procedure applying to the documentation of the quality management system (production, approval, distribution and circulation). EUROCOPTER personnel staff can consult the quality management system documents: • in special consulting areas, • via an EDS (EUROCOPTER Document System) server. The Authorities receive the documents that support the quality management system, and can consult the EDS server. The Quality Manual is sent to customers on request

2.Quality Manual The Quality Manual is applicable to EUROCOPTER. The principles outlined in the Manual also apply to the entire EUROCOPTER Group, including the Subsidiaries and Participations (refer to Part 1 Section 3). The Quality Manual describes the processes implemented by EUROCOPTER and their related procedures. The procedures are listed in real time in the EDS server. Interactions between processes are identified through input data and output data of each process. Majors interactions are identified in each process description. When the Quality Manual refers to an existing documented procedure, it is identified as such in the EDS server. The procedure is drafted by the Quality Directorate of EUROCOPTER. The draft versions are sent to the entities involved for analysis and comments. Publication is authorised by the Quality Directors of EUROCOPTER who sign Part 1 Section 5. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 3/8 Date 03/2002

The EUROCOPTER Quality Manual is distributed in two ways: • copies are distributed in accordance with a pre-established list (refer to Part 9 section 3), • copies are provided on request: for instance, to customers as part of invitations to bid and/or contracts. These copies are marked "copy not controlled - provided for information only". Any member of the personnel staff can consult the EUROCOPTER Quality Manual via the EDS server. All comments regarding the Quality Manual should be sent to the EUROCOPTER Quality Directorate. Updates are distributed as replacement sheets for a complete section. The sheets are identified by a new revision issue that is marked on the cover page of the Quality Manual. The update status of the current version is identified by the date given in the Effectivity List (See Part 1 Section 4). The important modifications introduced by a new revision are identified in the "Record of Revisions" (refer to Part 1 Section 3) . The EUROCOPTER Quality System Department is responsible for preserving the revisions to the Quality Manual, in keeping with the applicable document control procedures.

3. Document Control Document control is based on compliance with documented rules, including the following: • The documents are grouped together in collections under the responsibility of a collection holder. • Documents may only be distributed after approval by a qualified and duly appointed authority. • The documents can be distributed according to subscriber lists and/or can be consulted in consulting areas, via a computing server, etc. • Out-of-date documents are withdrawn from consultation. The lists of the documents in force are kept up to date and available for the users. • The users are responsible for ensuring that the document is currently applicable. They are also charged with eliminating all out-of-date documents in their possession, or identifying these documents as such. • The collection holders are responsible for archiving the document histories.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 4/8 Date 03/2002

• Any changes to the document are made via the same drafting and approval channels as the original document. Changes are indicated by a new revision and/or date of edition. Document modifications that affect compliance with contracts and/or with regulatory requirements are subject to coordination with the customers and/or Authorities. • External documents coming from contracts or regulations are brought into effect in EUROCOPTER by means of in-house documents. Such is the case of the documents issued as part of an international cooperation program. These documents are prepared by the lead contractor and approved by each partner. Their applicability in EUROCOPTER is the responsibility of the Program Directorate concerned. Appendix 2 lists the collection holders and the approval authorities of the documents forming the EUROCOPTER quality management system The document control rules are passed on to the suppliers by the contracts.

4. Control of Records The records are: • analysed in order to confirm the processes are effective, and the products conform to the stipulated requirements. • employed as sources of information for the improvement schemes, • preserved as proof that the quality management system has been efficiently implemented. By archiving these documents, it is possible to retrieve information that is useful for technical and legal substantiation. Documented procedures specify which records are to be archived, indicate the archiving deadlines and procedures, and indicate the departments responsible for the archiving. The records archived include: • • • • • •

management reviews, contract reviews, design reviews, supplier evaluation data, qualification records for processes and means, records proving the planned inspections and the tests have been completed on products,

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 5/8 Date 03/2002

• calibration records for the inspection, measuring and testing equipment, • nonconformity reports and concessions, • requests for corrective action, • in-house quality audit reports, • staff training data, • etc The archiving rules applying to the suppliers are indicated in the quality requirements referenced on the orders. The records can be examined by the customer when so stipulated in the contract. They can also be consulted by the Authorities within the framework of the regulations.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 2 Page 6/8 Date 03/2002

APPENDIX 1 QUALITY SYSTEM DOCUMENTS

LEVEL1 DOCUMENTS - The Quality Manual describes the quality management system implemented to satisfy the needs of the customers.

EUROCOPTER

Quality Manual

EUROCOPTER

- The Organisation Handbooks define the company organisation charts and the responsibilities and duties of each management.

Organisation Handbook

EUROCOPTER

- The Design Organisation Approval Handbook and the Maintenance and Production Organisation Exposition describe the quality systems set up to meet the requirements of the JAR approvals issued by the national Civil Aviation Authorities (refer to Part 2 Section 4).

Design Organisation Approval Handbook

EUROCOPTER

Production & Maintenance Organisation Exposition

EUROCOPTER DEUTSCHLAND

Organisation Handbook

EUROCOPTER DEUTSCHLAND

Design Organisation Approval Handbook

EUROCOPTER DEUTSCHLAND

Production & Maintenance Organisation Exposition

EUROCOPTER

- Other directives President.

issued

by

the

Directives

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ED-002 – Quality Manual Part 4 Section 2 Page 7/8 Date 03/2002

LEVEL 2 DOCUMENTS - "EUROCOPTER PROCEDURES" EUROCOPTER

The documents are grouped in functional fields, such as:

Procedures

Commercial Action Technical Design and Flight Tests Purchasing/Procurement Production Customer Support Economics/Finance/Management Control Human Resources Quality Management Information System Programme Subsidiaries/Participations Communication Legal Affairs Product Logistics Industrial Security Plant Logistics Organisation Note: In addition to the EPs, the Level 2 documents include former documents issued by EUROCOPTER SA (QAE, HS), EUROCOPTER FRANCE (DPF, QAF, FSNP, Flight Test Operations Manual, ITB ...), and EUROCOPTER DEUTSCHLAND (QAD, ...). The QAE collection has been retained for specifying the quality assurance requirements applying to the suppliers, partner companies and subsidiaries.

LEVEL 3 DOCUMENTS

- "EUROCOPTER INSTRUCTIONS " These documents are grouped in functional fields, as above mentioned

EUROCOPTER

Instructions

- the application of external documents in EUROCOPTER, namely AEROSPATIALE documents, such as IGC (general inspection instruction), ASN (product standard), and MP (manufacturing process standard). Note: This list also includes the former documents issued by EUROCOPTER SA (ECS), EUROCOPTER FRANCE (QAMA, QACN,IFMA,NPO,ACH...),and EUROCOPTER DEUTSCHLAND (QADO, QAOT)

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ED-002 – Quality Manual Part 4 Section 2 Page 8/8 Date 03/2002

APPENDIX 2 COLLECTION HOLDER AND APPROVAL AUTHORITY FOR GENERAL DOCUMENTS DOCUMENT / COLLECTION

COLLECTION HOLDER

APPROVAL AUTHORITY

Organisation Handbook

Organisation

President

Quality Manual

Quality

President

Maintenance and Production Organisation Manual

Quality

President

Design Organisation Approval Airworthiness Exposition

President

Procedures

Organisation

Document System Executive Committee

Instructions

Collection holder

Authority appointed for the collection

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 4 Section 3 Page 1/1 Date 03/2002

CONFIGURATION MANAGEMENT EUROCOPTER operates a configuration management system that controls the configuration items throughout the product's life cycle. The system guarantees that the design input data, the design output data and the build standard of the delivered products are all consistent. This consistency is ensured for modifications made during the design and production phases (refer to Part 7). Whenever necessary, a Configuration Management Plan is drawn up to define the steps taken by EUROCOPTER for managing the configuration of contractual products.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Cover Page Date

Section 1

Management Commitment

Section 2

Customer Focus

Section 3

Quality Policy

Section 4

Planning

Section 5

Responsibility, Authority and

03/2002

Communication Section 6

Management Review

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 1 Page 1/1 Date 03/2002

MANAGEMENT COMMITMENT The statement in the preface of this Quality Manual commits management to develop and improve the EUROCOPTER quality management system. The quality policy emphasises the importance of satisfying customer needs and expectations, as well as the regulatory and legal requirements. The quality policy is promoted throughout the company in order to further personnel awareness, motivation and involvement. The policy is disseminated by the Quality Manual and by other media, such as journals, posters, and the Intranet. Management is responsible for conducting the management reviews described in Part 5 Section 6 of this Manual. In these reviews, the quality policy is reiterated and the quality objectives and improvement plans are defined. The results are also compared with the defined objectives, and improvement actions are initiated for the quality management system. Management is responsible for furnishing the resources needed for the quality management system to operate properly. Management is committed to improvement and ensures the resources are adequate for the quality objectives and the improvement plans.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 2 Page 1/1 Date 03/2002

CUSTOMER FOCUS EUROCOPTER remains continually in close contact with its customers to find out what their needs, requirements, expectations and dissatisfactions are. To do this, the following methods are used: • • • • • •

satisfaction surveys, seminars per customer segment, regional forums, reports from field technicians at the customers', customer mail and communication, information from the network of EUROCOPTER Subsidiaries and Participations that are located in the proximity of the customers.

This customer focus covers all the phases in the product's life cycle: • In the "Marketing" phase, EUROCOPTER carries out market studies, and surveys the needs of customers in order to guide the product policy and the business policy. • In the "Sales" phase, EUROCOPTER takes the customer requirements into account to produce a contract that is satisfactory for both the parties. • In the "Product Realisation" phase, EUROCOPTER keeps in touch with customers via the contractual progress reviews and their requests. • In the "Product Support" phase, EUROCOPTER helps the customer to put the product in service, and allows for customer queries and complaints. In addition to the requirements expressed by the customers, EUROCOPTER designs and realises its products in compliance with the regulatory and legal requirements, and specifically with the certification regulations, thereby ensuring a high level of safety.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 3 Page 1/1 Date 03/2002

QUALITY POLICY The quality policy defined by EUROCOPTER management has three goals: • To supply our customers with products and services that meet their expectations, • To operate economically so that the company can develop, • To involve all the personnel of the company in the pursuit of quality. To achieve these goals, the quality policy is based on ten quality principles adapted to helicopter production : 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Knowledge of the Need and/or Objectives Definition of Responsibilities Implementation of Controlled Processes Risk Assessment and Control Product Qualification Guarantee of Product Conformity Measurement of the Results Correction of Deviations Implementation of a Continual Improvement Process Personnel Involvement and Motivation

The details of these principles are given in the preface to this Quality Manual: Management uses internal communications to make sure the quality policy is understood, implemented and maintained at all the levels of the organisation. The policy is defined every year in terms of quality focus fields. These fields form the frame of reference for defining the quality objectives by centre and by function. The relevance of the quality policy is assessed in the management reviews and in the EUROCOPTER Quality Committees (refer to Part 2 Section 3).

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 4 Page 1/1 Date 03/2002

PLANNING 1. Quality Objectives Management ensures that quality objectives are established in each of the company's entities (Centres and Central Functions) in keeping with the quality policy. The quality objectives are quantitative or qualitative. The quality objectives and improvement plans are based on a pool of information including: • • • • • • •

the results of the customer satisfaction evaluations, the quality measurement results, the audit results, the technical events, the comparisons with other industrial companies, the risk analysis, …

The management of each entity is responsible for meeting its objectives. The quality objectives and the results are examined in the management reviews.

2. Quality Management System Planning The quality management system planning is realised by application of the processes described in Part 4 section 1 in compliance with their documented procedures. Moreover, each entity sets up action plans for the quality objectives and for its own improvement objectives. The entity management reviews the follow-up of these actions and the results obtained, during internal reviews. The quality leaders of centres and central functions are tasked with ensuring that the integrity of the quality management system is maintained when changes are made in the organisation, processes, and fields of activity. The planning for important operating modifications affecting the quality management system includes the following tasks: • setting up the organisation, means and skills required to maintain an effective quality management system, • developing techniques for quality control, inspection and testing, • determining the verification milestones and the acceptance criteria, • identifying the records demonstrating the scheduled inspections have been completed.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 5 Page 1/7 Date 03/2002

RESPONSIBILITY, AUTHORITY AND COMMUNICATION 1. Responsibility and Authority EUROCOPTER is managed by a President, assisted by an Executive Committee. The EUROCOPTER Chief Operating Officer is also the head of EUROCOPTER DEUTSCHLAND. Each company has the following entities: • Business Centres that are technically, industrially and economically responsible for the products and services sold to the end user. • Competence Centres that provide the Business Centres with the requisite components and services in the best competitive conditions compared to external suppliers. • Central Functions that provide, as efficiently as possible, the Competence and Business Centres with the services necessary for their operation. Appendix 1 presents the organisation chart of EUROCOPTER, and Appendix 2 the organisation chart of EUROCOPTER DEUTSCHLAND. Appendices 3 to 5 describe the activities performed in the Business Centres in diagrammatic form. The duties and responsibilities of each Centre and Central Function are described in the Function Descriptions.

2. Management Representative The President has appointed and mandated the EUROCOPTER and EUROCOPTER DEUTSCHLAND Quality Directors with the following missions: • implementing the quality policy, • documenting and maintaining the quality management system of each company in keeping with the applicable rules, • obtaining and renewing the entitlements of the quality management system, • verifying the quality policy and the quality management system are applied at the operational levels, and presenting the results to the Executive Committee, • ensuring qualification of the suppliers, and acceptance of the supplies, • promoting continual improvement actions.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 5 Page 2/7 Date 03/2002

The EUROCOPTER and EUROCOPTER DEUTSCHLAND Quality Directors are entitled to intervene at top level in order to resolve qualityrelated issues.

3. Internal Communication EUROCOPTER employs various methods of communication to pass information on to all the personnel. These methods include regular meetings in each sector, audiovisual media, journals, bulletin boards, and the company's in-house Intranet. The communicated information includes the following: • the quality policy and its principles, • trends in the quality indicators with a reminder of the quality objectives, • the continual improvement plans, • the improvement projects, • etc.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 5 Section 5 Page 3/7 Date 03/2002

Appendix 1 EUROCOPTER ORGANISATION CHART CEO

EXTERNAL AFFAIRS

GENERAL SECRETARY

COMMERCIALHELICOPTERS

ORGANISATION

MANAGEMENT INFORMATION SYSTEMS

COMMUNICATION

STRATEGY LEGAL SUBSIDIARIES AND PARTICIPATIONS

HUMAN RESOURCES

FINANCE / CONTROLLING

COO INDUSTRIAL OPERATIONS

FLIGHT TESTS

GOVERNMENTAL HELICOPTERS

SALES AND MARKETING

CUSTOMER SERVICE

INDUSTRY

TECHNOLOGIES

QUALITY

PURCHASING

Member of the EUROCOPTER Executive Committee

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ED-002 – Quality Manual Part 5 Section 5 Page 4/7 Date 03/2002

Appendix 2 ORGANISATION CHART OF EUROCOPTER DEUTSCHLAND COO

HUMAN RESOURCES GERMANY

GERMAN PLANTS

QUALITY GERMANY

AIRPLANE COMPONENTS

EUROCOPTER DEUTSCHLAND Centres and Central Functions attached to EUROCOPTER Directorates

GENERAL SECRETARY

COMMUNICATION

FLIGHT TESTS

COMMERCIAL HELICOPTERS

GOVERNMENTAL HELICOPTERS

CUSTOMER SUPPORT

SALES

FINANCE & /MANAGEMENT CONTROL

TECHNOLOGIES

PURCHASING

COMPONENTS

MANAGEMENT INFORMATION SYSTEMS

Member of the EUROCOPTER DEUTSCHLAND Executive Committee

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ED-002 – Quality Manual Part 5 Section 5 Page 5/7 Date 03/2002

Appendix 3 DIAGRAMMATIC DESCRIPTION OF THE ACTIVITIES CONDUCTED BY OR FOR THE COMMERCIAL HELICOPTERS BUSINESS CENTRE

Programmes

EC 135

Dauphin Ecureuil Colibri

BO105 / BK 117

Design Office

Production

Industrial Cooperation

Flight Tests

Quality

Bid Management

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ED-002 – Quality Manual Part 5 Section 5 Page 6/7 Date 03/2002

Annexe 4 DIAGRAMMATIC DESCRIPTION OF THE ACTIVITIES CONDUCTED BY OR FOR THE GOVERNMENTAL HELICOPTERS BUSINESS CENTRE

Programmes

TIGER NH 90 SUPER PUMA Design Office

Production

Integrated Logistic Support

Flight Tests

Quality

Export Bid Management

Finance and Contracts

Support for German Ministry of Defence Helicopters (at ECD)

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ED-002 – Quality Manual Part 5 Section 5 Page 7/7 Date 03/2002

Appendix 5 DIAGRAMMATIC DESCRIPTION OF THE ACTIVITIES CONDUCTED BY OR FOR THE CUSTOMER SUPPORT BUSINESS CENTRE

Spare Parts

Maintenance/Repairs

Technical Support

Training

Flight Tests

Quality

Commercial Support

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ED-002 – Quality Manual Part 5 Section 6 Page 1/2 Date 03/2002

MANAGEMENT REVIEW 1. Overview The Quality Directors submit to the Executive Committee examination, in annual reviews, a quality assessment of the results and performances of the EUROCOPTER quality management system. These reviews: • reiterate the quality policy and objectives, and amend them whenever necessary, • evaluate the results management system,

and

the

performances

of

the

quality

• ensure that the quality management system remains relevant, adequate and efficient for its continual improvement.

2. Review Inputs The review inputs include the following: • the indicators used to verify compliance with the specified quality objectives, • the performance measuring indicators for the processes and products, • the improvement action plans that the sectors propose for the quality management system, the processes and the products, • a synthesis of the corrective and preventive actions, • the major lessons learned from the internal quality audits, and the audits conducted by the Authorities and third-party organisations, • the main events relating to the product and service quality, and specifically the technical events relating to airworthiness, • the operational feedback, in particular the customer complaints and the corrective actions requested by the subsidiaries, • the follow-up of the actions from the previous reviews, • the modifications liable to affect the quality management system.

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ED-002 – Quality Manual Part 5 Section 6 Page 2/2 Date 03/2002

3. Review Outputs Based on the assessment presented by the Quality Directors, the management review: • confirms or modifies the quality policy and the quality objectives, • approves, and when necessary adjusts, the improvement action plans proposed by the sectors concerned, • allocates the resources needed to complete these actions. The decisions taken during the management review are recorded in a report kept by the Quality Directorates. The Quality Directors oversee the application of the decisions taken during the management reviews.

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ED-002 – Quality Manual Part 6 Cover Page Date

03/2002

Section 1 Provision of Resources Section 2 Human Resources Section 3 Infrastructures Section 4 Work Environment

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ED-002 – Quality Manual Part 6 Section 1 Page 1/1 Date 03/2002

PROVISION OF RESOURCES The following resources are needed to control and to enhance the quality management system processes: • • • •

human resources, hardware resources (infrastructures and facilities), financial resources, data.

The management of each Centre and Central Function is responsible for identifying and obtaining the resources needed for controlling and improving its processes. The President allocates the resources according to the appropriateness of the requests with respect to the strategy of the company, its quality policy and quality objectives. Resource allocation integrates customer satisfaction as the major goal of the main processes implemented by EUROCOPTER.

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ED-002 – Quality Manual Part 6 Section 2 Page 1/3 Date 03/2002

HUMAN RESOURCES 1. General Each Directorate is responsible for appointing its own personnel. The directorate first confirms that the personnel in question have the requisite education, professional experience, and supplementary training. EUROCOPTER has a forward-looking employment and career policy that seeks to match the available skills to the present and future needs of the company. An inter-disciplinary committee regularly evaluates the key job functions to determine the required levels of skills and responsibilities. The aim of the evaluation is to facilitate the selection of a suitable candidate for the job function.

2. Competence, Awareness and Training • Personnel Qualification The qualification of the personnel performing quality-related tasks is based on the individual's education - as evaluated in recruitment - and the experience gained in previous jobs. Both could be supplemented by specific training for the job function in question. Personnel who have to perform special tasks are formally qualified in keeping with the documented procedures. This applies to: - production operators, - delegated inspection operators, - certified operators, for the application of special processes, including non-destructive test processes, - personnel conducting internal quality audits, - personnel conducting audits at suppliers', - personnel performing maintenance operations, - personnel empowered to approve the design packages, - personnel empowered to certify the conformity of the products and the release documents. The training focuses on making the above categories of personnel aware of the importance of their activity for maintaining the quality management system. • Training Plan EUROCOPTER establishes and implements a training plan that is based on the general training orientations defined by the management and the stated needs of the sectors. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 6 Section 2 Page 2/3 Date 03/2002

The training plan covers the following topics: - development of individual skills, - work methodology, - specialised training for special processes, non-destructive testing, technologies, and helicopter basics, - computer tools, - languages, - etc. The Training Departments provide the Directorates with existing training courses. Moreover, they listen to their needs in order to create new courses. The Training Departments are also responsible for organising the training courses: course timetables, notifying trainees, reserving classrooms, selecting the instructors, managing the budget, etc. All new members of the personnel receive a general training course on the operation of the company organised by the Training Departments. In addition all employees who start working in a directorate - either newly recruited or transferred from another directorate - receive specific training that is organised by their immediate superiors. • Evaluation of Training Effectiveness The Training Departments record the participation rate in the scheduled training courses. At the end of the course, they determine how satisfied the trainees are with the course so that improvements can, if necessary, be planned. This evaluation is based on parameters such as: -

the instructor, the hardware, the training media, the success rate in attaining the objectives.

• Employee Awareness of the Quality Objectives EUROCOPTER conducts communication actions to highlight the daily activities by associating them with the achievement of the quality objectives, such as improved operation and customer satisfaction. Furthermore, major events are marked by ceremonies for all the personnel involved to make them aware of how important their activities and contributions are. These events typically include: -

award of diplomas and certificates to the personnel awards presented to EUROCOPTER quality trophies etc.

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ED-002 – Quality Manual Part 6 Section 2 Page 3/3 Date 03/2002

• Records of the Training Results The Human Resources Directorate establishes and records all the information concerning the education and on-the-job training of the personnel. These records are preserved throughout the period of activity within the company.

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ED-002 – Quality Manual Part 6 Section 3 Page 1/1 Date 03/2002

INFRASTRUCTURES EUROCOPTER has the necessary infrastructures, buildings and means for the application of the company processes. This infrastructure includes: • • • •

means for design, manufacture and verification, areas for storing, segregating and protecting the products, means for communication and transport, computing equipment.

EUROCOPTER makes every effort to provide its personnel with the facilities needed to realise its products in the best possible conditions. This infrastructure is provided and maintained in conformity with the applicable environment, health and safety, and labour laws.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 6 Section 4 Page 1/1 Date 03/2002

WORK ENVIRONMENT EUROCOPTER provides all the general means needed for a good work environment, i.e. lighting, cleanliness, hygiene, rest areas, etc. When environmental factors are decisive for achieving product conformity, they are specified in the work documents and are controlled. This applies to the following: • • • • • •

air filtering, conditions of temperature and relative humidity, lighting, noise protection, safety systems, etc.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Cover Page Date

03/2002

Section 1

Planning of Product Realisation

Section 2

Customer-Related Processes

Section 3

Design and Development

Section 4

Purchasing

Section 5

Production and Service Provision

Section 6

Control of Monitoring and Measuring Devices

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 1 Page 1/1 Date 03/2002

PLANNING OF PRODUCT REALISATION EUROCOPTER is a helicopter manufacturer and has identified the product realisation processes: refer to Part 4 Section 1, Appendix 3. This Appendix defines the lead function of the process, as well as the inputs and outputs. The processes are planned by ensuring consistency with the requirements of the other processes: • the important parameters are identified, documented and controlled to guarantee compliance with all the product-related requirements, including the quality aspects, • the required resources (personnel, information, and hardware) are defined and available, • the validation, inspection and monitoring activities are defined, • the acceptance criteria for the product are also defined, • the records required to demonstrate conformity of the process and the product are defined. The servicing processes for operating and maintaining the helicopter complete the helicopter realisation processes. They include delivery of spare parts, technical publications, maintenance and repair operations, and training pilots and maintenance technicians. When the contract or a project introduces special features at the product, organisational or procedural level, a Quality Plan is established to describe the specific organisational measures that complete the general provisions described in the Quality Manual.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 2 Page 1/3 Date 03/2002

CUSTOMER-RELATED PROCESSES 1. Determination of Requirements Related to the Product The activities of the "Market products and services" processes identify the needs expressed by the customers. They are supplemented by: • the requirements for covering all the operational uses of the product, • the regulatory requirements, and specifically those issued by the Civil Aviation Authorities (refer to part 9 section 1). All the requirements are analysed with respect to the product policy, and result in the updating of the EUROCOPTER product catalogue. The activities of the "Market products and services" processes also help to define the business policy and to make the sales forecasts. The "General Sales Conditions" are drawn up within the framework of the business policy. They stipulate the basic contractual requirements. In addition to the sale of the helicopter product, they cover the basic services required to operate and to maintain the helicopter: training pilots and maintenance technicians, supply of the technical publications, secondment of EUROCOPTER field technicians at the customers', warranty processing, etc. The EUROCOPTER product catalogue and General Sales Conditions serve as the basis for contractual negotiations with customers.

2. Review of Requirements Related to the Product • General Before submitting a tender, and accepting a contract or order, EUROCOPTER conducts a contract review to check that: - the customer's requirements are clearly specified, documented and understood by the parties involved in the tender, contract or order, - the EUROCOPTER tenders comply with the customer's requirements, - EUROCOPTER is capable of complying with the terms of the tender, contract or order. The Programme function (or equivalent function) conducts this review. In each Centre interfacing with the customers, this function is tasked with: - having the tender, or the acceptance of a contract, order or amendment, validated by all the functions and centres concerned, - identifying and managing the technical, industrial, commercial and financial risks, - planning the timetable, tasks and resources needed if the contract becomes effective.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 2 Page 2/3 Date 03/2002

• Risk Control EUROCOPTER applies a system for identifying and evaluating the events that give rise to risks in terms of compliance with the contractual requirements and/or with the interests of the company. This analysis integrates the inherent criticality of the consequences when an event with an identified risk occurs. EUROCOPTER analyses the identified risks, and then takes the appropriate measures, depending on their criticality, to minimise their consequences and/or reduce their probability of occurrence. • Contract Review Procedure for Helicopters Once the requirements of the potential customer have been defined, the Sales Directorate or the EUROCOPTER subsidiary writes a draft contract. The Programme Directorate reviews the draft contract based on the General Sales Conditions and the product catalogue in order to determine the delivery lead times. When the tender features special conditions or the development of new equipment, a contract review is held. This review is attended by the representatives from all the functions and centres that would be involved should the contract become effective. In this review: - the customer's requirements and specifications are presented, - it is confirmed that all the functions and centres involved have properly analysed and understood the customer needs, - if necessary, the feasibility is verified and the risks analysed, - the points requiring negotiation with the customer for mutual agreement are identified, - the product is defined and an economical evaluation performed, - the tender sent to the customer is finalised. When the customer has accepted the tender, both parties sign the contract. The Programme Directorate then convenes a contract review for: - presentation of the contractual documents, - verification of conformity with the tender, - identification of the tasks. The tasks are formally initiated by the Customer Requirements Sheet, which the Programme Directorate has approved and distributed. This Sheet reiterates the contract terms in a standardised and summarised format so that those involved have the all information they need to carry out their own tasks.

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ED-002 – Quality Manual Part 7 Section 2 Page 3/3 Date 03/2002

Any changes to the contract are examined and documented in the same way as the initial contract. The change is introduced on the Customer Requirements Sheet once it has been accepted. • Contract Review Procedure for Services All the services offered by EUROCOPTER are subject to General Sales Conditions that indicates the standard provisions. The Commercial function analyses the tenders sent by customers. The tender is examined in a review when the requirements deviate from the General Sales Conditions. Whenever the customer accepts the EUROCOPTER tender, the tender forms the contract and an acknowledgement of receipt is sent to the customer. When necessary, a contract review is scheduled to define and plan the work tasks. Changes to the contract are processed in the same way. For instance, the additional tasks discovered during maintenance are subject to the agreement of the customer. • Other Contracts Whenever EUROCOPTER has to submit tenders outside the helicopter field, the same principles are applied, i.e. identifying a programme function and holding contract reviews.

3. Customer Communication Customer communication spans the product's complete life cycle: • In the marketing phase, EUROCOPTER sends to information on its product policy and commercial policy,

customers

• In the contract negotiation phase, EUROCOPTER sends to customers information on the contents of the tender, • In the product realisation phase, EUROCOPTER sends to customers, information on the contract progress. In addition, reviews may be held with customer participation. • In the product support phase, EUROCOPTER sends to customers, information on the product's reliability, on handling the in-service technical events, and on product improvements. EUROCOPTER also answers customer queries and claims. Different media are used for communicating with the customer, including the Rotor Journal, Service Letters, technical publications, an Internet site, shows, exhibitions, forums, and news in specialised reviews, etc.

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ED-002 – Quality Manual Part 7 Section 3 Page 1/6 Date 03/2002

DESIGN AND DEVELOPMENT 1. Design and Development Planning Products are designed and developed when requested by the Programme Directorates. A Management Plan is drawn up for major projects under the responsibility of the Programme Directorate, and with the help of the functions and services concerned. Depending on the complexity and the external requirements, the Management Plan includes all or certain of the following documents: • the Work Breakdown Structure, which breaks down a complex programme into significant elements based on the product tree structure. It also identifies for each element the tasks, the responsible entity, and the expected result in terms of supply and lead time, • the Development Plan, which describes the organisation, the task sequence, and the lead times for the realisation of the product, • the Quality Plan, which identifies the specific quality assurance provisions for the contract/project, • the Review Plan, which specifies the reviews that are to be held during development, • the Dependability Plan, which defines the tasks for demonstrating conformity with the reliability, availability, maintainability and safety requirements, • the Configuration Management Plan, which defines the activities for ensuring the consistency of the customer's need, the design package, and the delivered product, • the Qualification and/or Certification Plan, which specifies the demonstrations required to guarantee the product complies with the contractual and regulatory requirements, • the Integrated Logistics Support Plan, which describes the tasks required to provide all the contractual services needed for the in-service support of the helicopter. The development process for new products is divided into phases, as described in Appendix 1. This Appendix also lists the reviews and the output documents of the phase. Development activities are assigned appropriate resources at their disposal.

to

qualified

personnel

with

The development process outputs are approved by authorised personnel, who certify that these outputs comply with the regulatory requirements. Design activities approved by the Civil Aviation Authorities are handled in accordance with the procedures set up as part of the Design Organisation Approval. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 3 Page 2/6 Date 03/2002

The organisational interfaces are specified in the Management Plan. They are controlled by the reviews and by regular meetings arranged by the Programme Directorate with the functions involved. The decisions are recorded in the minutes.

2. Design and Development Inputs The General Technical Specification is the input for the development process. This Specification comprises: • the functional and the performance requirements, • the technical requirements that are critical for the smooth running of the programme, • the applicable regulatory and statutory requirements. Note: The regulations applying in Europe for the type certification of new helicopters are JAR 27 and 29. The development process also integrates the operational feedback acquired by the design office trade specialists from similar past designs. The General Technical Specification is broken down into detailed technical specifications according to the product's tree structure. The checks for consistency are carried out during the preliminary design reviews. The requirements are also checked in these reviews for completeness, clarity and compatibility.

3. Design and Development Outputs The design and development process outputs are the design package, which comprises the following: • the bill of material for each product, • the production drawing files, • the references and specifications for the equipment items to be purchased, • the requirements for the materials, processes, manufacturing and assembly methods, • the ground and flight test specifications defining the characteristics to be checked and the acceptance criteria. Each of these documents is subject to approval before it is issued. The components are classified according to their impact on safety. Certain power transmission and structural parts are classified as critical because their failure can lead to the loss of the helicopter. The manufacturing of such parts is subject to special rules and precautions. In addition to the design package defined above, the design output data consists of the instructions necessary for writing Technical Publications, described in Part 7 Section 5 Sub-section 1.9. This is the case of the This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 3 Page 3/6 Date 03/2002

Design Office Directives specifying the maintenance operations, the precautions for use, and the operating limitations. Their aim is to guarantee the serviceability of the helicopter. These documents are then transcribed into the Technical Publications sent to the customers. Verification that the output data meets the requirements of the input data is provided by the design reviews and by the qualification process.

4. Design and Development Review Design reviews are performed under the responsibility of the Programme Directorate. These reviews consist of: • the preliminary design reviews, • the critical design reviews, • the qualification reviews. These reviews proceed from the most general to the most detailed level of specification. The objectives are: (1) (2) (3)

To check for the conformity of the design with the input requirements, To determine appropriate measures for preventing the occurrence of problems during manufacture and operation, To authorise the go-ahead to the next phase.

Those attending the reviews are the representatives from all the functions involved in the subject being discussed in the review. Records of the design reviews are archived.

5. Design and Development Verification The design of all products subject to a technical specification is verified in accordance with the qualification process. In this process, it is verified that the outputs of the design and development process comply with the requirements of the technical specification. These requirements cover all the product's operating and environmental conditions. The verifications are performed in accordance with the qualification plan that defines the applicable requirements and the means of conformity. The proofs of qualification form the substantiation package, which includes theoretical and test-based substantiations: • The theoretical substantiations include computations, simulations, and past experience with similar designs. In addition, Failure Modes, Effects and Criticality Analysis (FMECA) is applied to identify the critical failure situations, and to substantiate the means employed to minimise the consequences and probability of occurrence.

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ED-002 – Quality Manual Part 7 Section 3 Page 4/6 Date 03/2002

• The test-based substantiations include flight tests and ground tests. The tests are organised in test programmes that described the configuration of the product to be tested, the parameters to be measured and recorded, the means to be employed and the required results. The test results are recorded and a summary is documented. The qualification is performed at each level of the product's tree structure, from the most detailed level up to the most general level. The final approval in this verification process is called Manufacturer Qualification. It marks the end of the design process and the changeover to the industrialisation and production manufacturing process.

6. Design and Development Validation The manufacturer qualification declared by EUROCOPTER may be the subject of an official and formal approval given by the Aviation Authorities, in accordance with the requirements of the contract/project: • Certification of Civil Helicopters Helicopters intended for the civil market must be certified by the Civil Aviation Authorities. The certification procedures are defined in the Design Organisation Approval Exposition. They comprise the following activities: - selection of the applicable certification regulations, - establishment by the Airworthiness Department of the Certification Plan, which sets down the detailed requirements of the regulation and the related means of conformity, and of the certification programme which identifies and schedules the main certification steps, - compilation of the proofs of conformity, - declaration of conformity. When the Authority is satisfied that conformity has been demonstrated with the regulatory requirements, the Authority issues the Type Airworthiness Certificate. • Qualification of Military Helicopters The helicopters intended for the military market can be qualified by the Military Authorities, depending on the requirements of the contract. The process is similar to that used for civil helicopters. The Airworthiness Department establishes the Qualification Plan, which covers the requirements of the General Technical Specification. The Plan presents the substantiation packages to the Authority for the declaration of qualification.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 3 Page 5/6 Date 03/2002

When qualification necessitates tests on different aircraft, the initial aircraft may be delivered provided that the qualification reservations are identified and controlled in agreement with the customer and the Authority.

7. Control of Design and Development Changes The procedure for making design and development changes comprises: • establishment of the change project, • examination of the project by a board made up of the services concerned, in order to discuss the technical and industrial consequences, • the decision to launch the change, • the distribution of the embodiment conditions and the modified design package documents for industrialisation and series production. The changes are identified for each product to define the definition standard of the product to be manufactured. The changes are subject to manufacturer qualification prior to the delivery of the products affected. For products certified by the Civil Aviation Authorities, a Change Approval Sheet is drawn up and approved by, or on behalf of, the national Civil Aviation Authority within the framework of the Design Organisation Approval. A similar process is implemented for qualifications declared by the Military Authority. The following are also considered to be design changes: • the repair schemes embodied in the technical publications supplied to the users (refer to Part 7 Section 5 Sub-section 1.9.), • the concessions established for acceptance of a nonconformity detected in production (refer to Part 8 Section 3 Sub-section 2).

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 3 Page 6/6 Date 03/2002

Appendix 1 STANDARD PROGRAMME PHASES FEASIBILITY • Requirements Specification Package/functional Work Specifications • Feasibility Package PRELIMINARY DESIGN Programme Documents • Management Plan (draft) • Work Breakdown Structure (draft) • Development Plan (draft) • Launch Package Product Documents • General Technical Specification DEVELOPMENT Programme Documents • Management Plan • Work Breakdown Structure • Development Plan • Quality Plan • Configuration Management Plan • Logistics Support Plan • Dependability Plan Product Documents • Qualification Plan • Technical Specifications Tree Structure PRELIMINARY DESIGN REVIEWS • Design packages CRITICAL DESIGN REVIEWS • Substantiation packages QUALIFICATION REVIEWS INDUSTRIALISATION • Industrial package INDUSTRIALISATION REVIEW

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ED-002 – Quality Manual Part 7 Section 4 Page 1/3 Date 03/2002

PURCHASING 1. Purchasing Process EUROCOPTER applies procedures to ensure the purchased products conform to the specified requirements. These procedures comprise: • evaluation and selection of the supplier, • specification of the requirements applying to the supplier, • performance of the appropriate verifications at the supplier's and/or at acceptance in EUROCOPTER • monitoring of the supplier. EUROCOPTER is responsible for the quality of the purchased products, including those supplied by customer-imposed sources. As a prerequisite to any commercial commitment, EUROCOPTER evaluates the ability of the supplier in terms of know-how and industrial and financial capacity. The evaluation particularly covers the supplier's quality management system, and takes into account the supplier's certifications, such as ISO 9001, organisation approvals and other entitlements issued by aeronautical contracting authorities. The evaluation may include a Quality System audit, which is conducted in accordance with the standards of AECMA (Association Européenne des Constructeurs de Matériels Aéronautique) and as a function of the supplier's field of activity. These standards supplement the ISO 9001 requirements and are specific to the aeronautical sector. This audit is conducted by qualified auditors from EUROCOPTER or QUALIFAS or AECMA/EASE (European Aerospace Supplier Evaluation) whose members are the main European prime contractors. The audits of the Quality System are periodical. EUROCOPTER may perform an Product Quality Audit focusing on the implementation of the EUROCOPTER requirements to a given product. The special processes that are implemented must be qualified. After the order is placed, the Eurocopter Purchasing and Quality Directorates subject the suppliers to continuous surveillance that reflects the results observed on the product and the changes in the supplier's organisation. EUROCOPTER Quality Management requires that suppliers implement a continuous improvement process of their services.

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ED-002 – Quality Manual Part 7 Section 4 Page 2/3 Date 03/2002

For suppliers not providing satisfactory guarantees of quality, the EUROCOPTER Quality Directorate takes all the necessary steps until the situation improves. These include a request for corrective and preventive action, along with more intensive acceptance verifications (refer to § 3 thereunder), and the holding of an audit if necessary. EUROCOPTER maintains a database of its approved suppliers and their fields of activity.

Responsibilities • The Quality function is responsible for specifying the quality requirements applying to the suppliers and for ensuring their ability to meet these requirements. The Quality function is also responsible for ensuring the conformity of the purchased products and services. • The Design function is responsible for specifying the technical requirements of the purchased product and for certifying its qualification. • The Purchasing function is responsible for drawing up the contracts and the orders' content including all the requirements (quality, technical, commercial) applying to suppliers authorised by the Quality function. It co-ordinates the actions necessary for global suppliers evaluation. • The Procurement function is responsible for setting up the orders to authorised suppliers.

2. Purchasing Information EUROCOPTER may only place orders / contracts with suppliers authorised by the Quality Directorate. EUROCOPTER sends the supplier the orders / contracts containing all the information needed for the product being purchased: • • • •

the product's design data, the conditions for filling the order, indicating the quality requirements, the acceptance requirements, the delivery conditions, indicating the accompanying documents and the certification of conformity, • the conditions of the official supervision, • the delivery schedule. The orders / contracts are signed by authorised signatories who verify that the above requirements are well transcribed in the order / contract.

EUROCOPTER ensures the supplier acknowledges receipt of the order / contract.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 4 Page 3/3 Date 03/2002

Any changes made to orders / contracts in process are treated by an amendment, using the same procedure as the initial orders / contracts.

3. Verification of Purchased Product • Verification by EUROCOPTER at the Supplier's EUROCOPTER may contractually take part in or conduct product acceptance at the supplier's. This applies in particular to the First Article Inspection. • Verification by the Customer or by the Authority at the Supplier's Pursuant to the contractual provisions, the customer or the Authority may take part in or conduct acceptance of the products on the supplier's site. • Verification at EUROCOPTER EUROCOPTER performs verifications on the products purchased. The verifications are defined to take the following factors into account: -

the supplier's level of quality, the technical or industrial complexity of the product, any previous cases of non-conformities on the products, the requirements set down on the EUROCOPTER order.

The acceptance verifications include at least an administrative verification of conformity. The products subject to verifications requiring special resources are handled by the specialised services. When non-conformity is detected, the incriminated product is segregated and accordingly identified. The nonconformity is recorded in a document. When an incoming product is released for production needs before the verification results are available, the product in question is identified and recorded via a delivery report or equivalent document.

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ED-002 – Quality Manual Part 7 Section 5 Page 1/10 Date 03/2002

PRODUCTION AND SERVICE PROVISION 1. Control of Production and Service Provision EUROCOPTER plans the processes involved in the production of the helicopters and the related services. 1.1

Industrialise

The planning of the helicopter industrialisation process starts in the development stage. The inputs to the industrialisation process include the design package approved by the design organisation. The industrial package is the output of the industrialisation process. It covers: • the sequence of the production operations of the product, including the inspection and test operations described in Part 8 section 2 sub-section 4, • the list of the required components, • the detailed instructions for performing each operation which may refer to the general instructions, • the means and the environment required, including the special tools, • any requirements relating to the qualification of the personnel. The products that were classified as critical for design (refer to Part 7 Section 3 sub-section 3) must be manufactured in accordance with special processes imposed by the design organisation. The design package may "freeze" certain manufacturing parameters. Any changes to these parameters must then be approved by the design organisation, to confirm the changes do not degrade the product's performance. These requirements are given in the industrial package. The means for production, inspection and testing are selected to match the required performances. The means are maintained to guarantee the reliability of the processes. Whenever the work environment or accessory equipment affects product quality, the parameters, such as temperature, relative humidity, and pollution, are specified and controlled. 1.2

Plan the Production Programme

The Sales and Operations Plan is based on the sales forecasts and the contracts. The timeframe of the forecasts depends on the product procurement and/or realisation cycle. The Sales and Operations Plan is used to establish the general production programme which identifies the helicopters to be built.

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ED-002 – Quality Manual Part 7 Section 5 Page 2/10 Date 03/2002

The detailed statements of needs for components are stated by: • • • •

the list of components that is defined in the industrial package, the general production programme, the needs stated by the other sectors (spares, maintenance/repairs) the data on the stocks and in-process items.

After a helicopter contract is signed, the helicopters are selected in the production programme and assigned to the contract. New statements of needs are then established to cover the specific features of the contract. The statement of needs initiates the internal production orders as well as the procurements. 1.3

Produce components

The internal component production orders are established to produce components in keeping with the industrial package. Each workshop has a materials management system that assigns the production orders to the workstations involved. The job card is part of the production order. The job card is certified as the operations are completed to provide a traceability record of the operations, components, operators and inspectors. The job card is also used to manage the produced quantities and the lead times. It also acts as a link with the nonconformity disposition and recording documents. The job card identifies the status of the completed inspections and tests. The final inspection ensures that all the operations in the industrial package have been completed, thereby allowing the components to be released to the stores and/or assembly workshops. 1.4

Procure components

Procurements are based on the statements of needs by placing the orders: refer to Part 7 Section 4 sub-section 2. The procurer issues the order in accordance with the instructions given by the purchaser and the Quality Department. He is responsible for sending to the supplier all the standards and manufacturing documents, necessary to fulfil the order. Procurements can also be made by automatic calls for delivery. In this case, the contract serves as an order. The procurer is responsible for checking total fulfilment of the order.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 3/10 Date 03/2002

1.5

Assemble aircraft

As for internal manufacturing, production orders are issued to list the operations required to assemble and to test a complete helicopter. These operations include: • assembly and inspection operations, including the components' list, • ground tests, • flight tests. The ground and flight tests are specified in documents included in the design package: they indicate the tests required and the acceptance criteria. The production orders are certified as the assembly and test operations are completed. A helicopter package is opened to record all the detailed information, such as the test results, the non-conformities and their disposition, the uncompleted operations, etc. Before helicopter acceptance, Quality verifies that the production orders and the helicopter package have been fully processed. The acceptance of a helicopter is declared after the following verifications: • conformity of the flight performances certified by the Flight Tests function, • approval of the design package certified by the design organisation, • conformity of the helicopter and accompanying documentation to the design package and to the contract, certified by the Quality function. Acceptance is formalised by the issue of release documents: • a Certificate of Conformity signed by the authorised EUROCOPTER personnel, • and, if appropriate, by an official document: -

1.6

for military customers and when stipulated by the contract, a certificate of conformity certified by the Military Aviation Authority. for civil customers, the Certificate of Airworthiness issued by the national Civil Aviation Authority.

Deliver aircraft

The helicopter accepted by the manufacturer and by the Authority is presented to the customer for acceptance. After customer acceptance, the ownership is transferred to the customer. EUROCOPTER helps the customer with the initial preparation of the helicopter.

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ED-002 – Quality Manual Part 7 Section 5 Page 4/10 Date 03/2002

1.7

Distribute Spare Parts

Spare parts must be supplied to keep helicopters in operating condition. EUROCOPTER also offers its customers modification kits and optional equipment for enhancing or extending the product's operational characteristics. The spares needs are estimated on the basis of: - the fleet in service and the reliability data, - forecasts based on the contracts, - statistical consumption analyses. The spare parts may only be received in stores after they have been certified conform to the definition. Stored spare parts are subject to the maintenance operations and instructions required for continued airworthiness. On receipt of a spare part order, EUROCOPTER analyses the order to check that: - the part number of the part ordered by the customer is valid for the helicopter version involved, - the part is available in stock; if not, EUROCOPTER determines the procurement lead-time, or whether an equivalent part number can be supplied instead of the ordered part number. The information needed for this verification is defined in a computer database. EUROCOPTER sends the customer an acknowledgement of his order, indicating the list of parts to be delivered, the delivery lead times and, if appropriate, the reasons for replacing the ordered parts by other part numbers. The numbers of the parts to be delivered are entered in a computer system to initiate the delivery process. The acceptance of the spare parts is declared after completion of the following verifications: -

conformity of the spare parts to the order, approval of the design by the design organisation, application of the instructions required for continued airworthiness, appropriate conditioning, conformity and completeness of the accompanying documentation.

Acceptance is formalised by the issue of the following release documents: - a certificate of conformity certified by the authorised EUROCOPTER personnel, - and, for the civil customers, the JAA Form 1 Authorised Service Release, established within the JAR-21 / G Production Organisation Approval. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 5/10 Date 03/2002

1.8

Perform maintenance

EUROCOPTER carries out repair and maintenance operations in its plants on helicopters and their components, or by outsourcing these operations to qualified suppliers. The customer can perform certain maintenance tasks on site with qualified personnel. As a prerequisite, they verify that the environment is suitable and the required means are available. In addition, Service Centres are approved by the EUROCOPTER Customer Support organisation. The installations and means of these centres are evaluated so that approval can be granted for a given type of activity. Audits are periodically conducted in these centres for retention of the EUROCOPTER approval. Maintenance operations are conducted in accordance with the Technical Publications issued by the manufacturers. The design organisation approves the design of repair schemes. On completion of the maintenance work, the authorised personnel certify its conformity after carrying out the following verifications: • completion of all the operations requested in the contract, and disposition of all the non-conformities detected, • compliance with the maintenance and repair instructions, • application of the directives required for continued airworthiness. Acceptance is formalised by the issue of the following release documents: • a certificate of conformity certified by the authorised personnel, • and for the civil customers, the Certificate of Release to Service issued within the framework of the Maintenance Organisation Approval granted by the National Authority (as per JAR-145 in Europe). Corrective and preventive actions, as well as product improvement, are based on the lessons learned from the events that occur during maintenance. 1.9

Deliver other after sales services

• Distribution of the Technical Publications The Technical Publications are used to use and to maintain helicopters. They include: - the Flight Manual, - the Master Servicing Recommendations, - the Maintenance Manuals containing all the information necessary for keeping the helicopter serviceable, - the Wiring Diagrams Manuals, - the Spare Parts and Tooling Catalogues, - the Repair Manuals and the Standard Practices Manuals, - the Component Maintenance Manuals, This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 6/10 Date 03/2002

- the Service Bulletins, Service Letters, Service Telexes and Information Telexes. The Technical Publications are prepared and updated on the basis of the design outputs. Their realisation process consists of writing, reproduction and distribution to the customers. Before distribution, the Technical Publications are approved by authorised personnel. • Training of Pilots and Maintenance Technicians EUROCOPTER operates Training Centres that offer courses on the operation and maintenance of helicopters and their components. The training covers ratings for pilot and qualifications for maintenance technicians. The pilot training programme has two phases: a ground phase and a flight phase. It covers the normal and the emergency procedures, and the operational limitations. The training programme for maintenance technicians has three phases: - an initiation phase that generally describes the various systems and how they operate, - an in-depth analysis phase that indicates the possible operations for correcting operating defects and eliminating failures, - a 'hands-on' application phase on the helicopter or on a representative assembly. The engine manufacturer gives the maintenance training on the engines. The personnel of the Training Centres is divided into: - a team tasked with organising and scheduling the training, - a team of qualified instructors. The Training Centres are equipped with "full scale" parts, and in certain cases, with complete helicopter mock-ups, suitable for carrying out operations such as: - installation and removal of the equipment items and the dynamic components, - checks and adjustments on the systems and circuits, including rigging of the flight controls, - training the crew in the use of the display and navigation systems. Each trainee is given a training manual for the type of helicopter and for the trainee's field of activity: "pilot", "mechanic " or "avionics technician". On completion of the training course, those trainees who have passed the tests are awarded a qualification certificate in recognition of their proficiency.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 7/10 Date 03/2002

The trainees are asked to evaluate the training course with a view to improving its effectiveness. The EUROCOPTER Training Centres are getting ready for the JAR-147 and JAR-FCL 2 approvals that will shortly apply to aeronautical training centres.

2. Validation of Processes for Production and Service Provision For a new product or a change to an existing product, each production process is validated in the industrialisation phase according to a documented procedure. The aim of this procedure is ensure the results are conform and repeatable. The procedure indicates the needs for qualifying the means and, if necessary, the personnel. It also defines the major operations and the influent parameters to be controlled in order to guarantee the keeping of the acquired validation. Any major change entails a new validation. Special processes, in which the quality of the product being manufactured is difficult to verify subsequently, are subject to special qualification that is jointly declared by the Design, Production and Quality functions. The qualification programme may feature representative tests of the operational conditions. At the end of qualification, the special process is documented by indicating the requirements for its application (method, resources and personnel skills), the acceptance criteria, and the tasks for maintaining qualification. The qualification records of special processes are preserved. Modification kits, optional installation, technical publications are validated further to a procedure including a conformity check with the design data which may be supplemented by an experimentation to test the assembly and the products.

3. Identification and Traceability EUROCOPTER identifies its products and guarantees their traceability at all the stages of their realisation, and in service whenever necessary. 3.1

Identification

Controlled production requires that all the products be clearly identifiable. This will be achieved using the part number given in the design package, plus a production identifier, individual (serial No.) identifier, or by production batch (No. of production package or date of manufacture). Product conformity is certified by inspection marks on the production order and the product. The mark also identifies the inspector involved.

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ED-002 – Quality Manual Part 7 Section 5 Page 8/10 Date 03/2002

3.2

Traceability

The production identification marked on the product means that all the products with the same characteristics can be traced. This ability is useful if a technical event occurs on products in service. When products are classified as critical in design, the records of its production and inspection operations are archived. Traceability means it is possible to work backwards to the appropriate design package, for example the material batch. For each helicopter, EUROCOPTER archives the complete production package. The helicopter documentation supplied to the customer lists the main components and the build standard compared to the design package. When the customer specifies a special traceability requirement, it is integrated in the contract review.

4. Customer Ownership EUROCOPTER manages the products and data furnished by its customers in a specific manner, as described below: • Contract When customer-furnished products have to be integrated on helicopters, contractual steps are taken: - to define how the responsibilities are to be shared between EUROCOPTER and the manufacturer of the customer-furnished product, - to define the delivery conditions and schedules, - to obtain the documentation, assistance and resources needed for the correct integration of the product. • Qualification of the Definition The integration of customer-furnished products on the helicopter is qualified in accordance with the terms of the contract. The EUROCOPTER design organisation must at least ensure that the integration of the product does not jeopardise the airworthiness and the performances of the helicopter. • Receiving Inspection Customer-furnished products are subjected to a receiving inspection like the products purchased by EUROCOPTER. function verifications may also be performed when requested by the customer or on the initiative of EUROCOPTER to limit the industrial risks, or for reasons of safety. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 9/10 Date 03/2002

• Marking and Storage Customer-furnished products are identified by the customer's name or code for mounting on his helicopter. This special identifier is applied when the product is received and it is maintained up to integration on the helicopter. The customer-furnished product is stored in specific areas in the same conditions as items belonging to EUROCOPTER. The customer-furnished product is maintained in accordance with the manufacturer's instructions and the customer requirements. The verifications requested for continued airworthiness are systematically performed during storage and installation. • Non-conformity or anomaly All non-conformities or anomaly detected on a customer-furnished product are recorded and the customer notified for the follow-up. These products are controlled like any non-conforming product to prevent them from being unintentionally used and to ensure they are returned to their owner.

5. Product Preservation EUROCOPTER has taken the necessary steps to protect products against damage and deterioration during handling, storage, packaging, preservation and delivery. • Identification The product identification and storage limitations are marked on the packaging. When special handling or storage conditions are stipulated, marking with standardised symbols is applied. • Handling Suitable means for transport and handling the product are employed to prevent damage or deterioration. Special fixtures or containers are employed for fragile products. • Conditioning and Protection Conditioning and protection for handling or for shipping are specified in instructions that comply with the applicable standards. The conditioning and the protection are suited to the mode of transport and/or the intended storage period. • Storage EUROCOPTER ensures that the products are stored in adequate premises according to their type and to the specified environmental conditions (storage at low temperature, out of light, etc.). This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 5 Page 10/10 Date 03/2002

These premises are secured to prevent unauthorised access. Products awaiting the receiving inspection are stored in segregated areas, which means the receiving inspection has not been performed. Products with limited storage life, such as elastomer parts, paints, sealing agents and adhesives, are managed to maintain their validity. Parts whose storage limit has expired are processed by the nonconformity disposition procedure. Maintenance operations during storage are conducted in accordance with the Technical Publications. N.B. Special measures are applied to dangerous products (pyrotechnic materials, chemical products).

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 7 Section 6 Page 1/2 Date 03/2002

CONTROL OF MONITORING AND MEASURING DEVICES EUROCOPTER controls, calibrates, and maintains serviceable the monitoring and measuring devices used to obtain and to demonstrate the conformity of the products with the specified requirements. The software integrated in the monitoring and measuring devices must also comply with these same rules. The industrial package details the measurements required and the means to be used. When the resources are not indicated, instructions are available to the user for selecting a suitable resource for the measurement in question. In addition to measuring devices, helicopter production requires other monitoring devices such as interchangeability fixtures and templates. • Identification and Qualification All the monitoring and measuring devices that can affect the product's quality are identified and qualified before use. The devices are listed in the files containing all the relevant data for managing their validity, e.g. identification, characteristics, location, verification and calibration intervals, record of the work operations, etc. • Verifications and Calibration When the characteristics are liable to drift with time, verifications are made at prescribed intervals. The characteristics are calibrated, or are checked against certified equipment having a known relationship to nationally or internationally recognised standards. Measuring devices, for which no national or international standards exist, are calibrated according to specific instructions. The other monitoring devices, such as interchangeability fixtures and templates, are verified whenever necessary by means of internal standards that are identified and recorded. The processes used to verify and calibrate each measuring device are defined in the process sheets, which specify the method, applicable means, environmental conditions and acceptance criteria. Qualified personnel perform the verification and calibration operations. The verification and calibration method ensures that the measuring uncertainty is compatible with the accuracy of the equipment.

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ED-002 – Quality Manual Part 7 Section 6 Page 2/2 Date 03/2002

The measuring devices already verified are marked with their validity status. The measuring devices are sealed or snap-wired to prevent any changes to the calibration adjustments. The results from the calibrations, verifications and repairs are recorded and preserved. • Protection against Damage Precautions are taken to protect the monitoring and measuring devices during handling and storage. This ensures their accuracy and serviceability are maintained. • Non-conforming Means When the monitoring and measuring devices do not conform to the verification or calibration requirements, a warning report is sent to the user. The user is then responsible for carrying out a risk analysis and, depending on the results, for initiating an investigation according to the procedure defined in Part 8 Section 3.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Cover Page Date

03/2002

Section 1 General Section 2 Monitoring and Measurement Section 3 Control of Non-conforming Product Section 4 Data Analysis Section 5 Improvement

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ED-002 – Quality Manual Part 8 Section 1 Page 1/1 Date 03/2002

GENERAL To guarantee product conformity and the effectiveness of the quality management system, EUROCOPTER plans and performs the following actions: • • •

inspection of the products, monitoring of the realisation process, evaluation of the quality management system.

In addition, EUROCOPTER plans and implements the actions intended to improve the processes. These actions are based on the collection and analysis of the following data: • • • • • • • • •

technical events detected during development, results of the inspections conducted on the product, results of the monitoring of the realisation processes, events occurring after product delivery, customer remarks and claims, results of the quality indicators integrated in the management review trend charts, results of internal audits, information on the competitive benchmarking etc.

The result of the analysis is sent to all the directorates involved. It is one of the inputs to the management review, and is used to set the relevant quality objectives. Each directorate makes use of the result of the above analysis to determine the improvement actions it will initiate, including the preventive and corrective actions aimed at improving the products, the processes and customer satisfaction.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 2 Page 1/3 Date 03/2002

MONITORING AND MEASUREMENT 1. Customer Satisfaction EUROCOPTER possesses information for assessing the customer's perception as to whether his requirements have been met; this information is collected in the various steps of the product's life cycle: • • • • • • •

contract negotiations, contract performance reviews, customer remarks at delivery, customer correspondence: queries, claims, results of satisfaction surveys, user forums etc.

This information is summarised in the form of customer satisfaction indicators, certain of which are included in the management review trend charts. Each customer has his own individual contact for customer satisfaction in the EUROCOPTER organisation. In addition, all customer correspondence (queries and claims) is entered in a database. The system sends the correspondence to the appropriate sector, and ensures the customer receives a reply within a given time. The system also provides statistical data on the reasons for dissatisfaction. 2. Internal Audit EUROCOPTER employs a documented procedure to plan and perform internal audits. The goal of the internal audits is to evaluate the effectiveness and the conformity of the quality management system with respect to the applicable regulations and internal procedures. • Internal Audit Programme A work group led by the Quality Directorate establishes the internal audit programme every year. The group contains representatives from different EUROCOPTER centres and central functions. The programme subjects result from: - the necessity to cover the entire quality management system over a given period, - the proposals made by the centres and central functions, - the requests made during the management reviews, - past audits, including audits conducted by the Authorities, - observations made during monitoring of the processes, - analysis of the non-conformities and in-service incidents. To supplement the audit programme, the Quality Directorate may initiate audits after a major event that calls a given process into question. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 2 Page 2/3 Date 03/2002

• Conduct of Internal Audits Internal audits are conducted by a network of auditors who are independent of the persons directly in charge of the audited activity. The Quality Directorate trains and qualifies these auditors. The sector being audited is notified in due time of the planning, contents and sequencing of the audit. Deviations from the requirements are identified and recorded. • Reports and Follow-up Actions When the audit has been completed, the results are analysed and discussed with the supervisory staff of the audited sector so that joint decisions can be taken on preventive/corrective actions. A person is appointed to be in charge of each preventive/corrective action, and a timetable is drawn up. This information is included in the audit report. The Quality Directorate makes sure the preventive/corrective actions are effective and are successfully concluded. The audit reports and the preventive/corrective actions are recorded and are regularly assessed per centre and per directorate. The important lessons learned from these audits are presented in the management reviews. 3. Monitoring and Measurement of Processes To supplement the internal audit programme, the quality managers plan and implement continual monitoring of the processes. This monitoring consists in a regular review of influent parameters of the processes (personnel, method, documentation, tooling, installations, etc.) in order to detect possible drafts, failures, difficulties and to infer corrective and preventive actions. 4. Monitoring and Measurement of Product An inspection plan is established for each product to verify its characteristics conform to the design. The Quality Function is responsible for the definition and application of the inspection plan. The inspection plan defines: • • • • •

the parameters subject to verification and the required tests, the inspection, measuring and testing means to be employed, the references of the applicable instructions, the acceptance criteria, taken from the design package, the recording media.

The applicable verifications are determined by: • • • •

the criticality level of the product, the risk analysis of the process, the reliability of the realisation process, the contractual requirements.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 2 Page 3/3 Date 03/2002

A First Article Inspection (FAI) is made on new products and on existing products subject to major modifications. The FAI is performed at the end of the industrialisation process to verify the manufacturing package and the industrial resources guarantee the manufacturing repeatability of the product, in compliance with the design package. When non-conformities are detected in the inspections and tests in progress, a nonconformity report is established, and the product is identified and/or segregated accordingly. Whenever production requirements make it necessary to release a product before the conformity decision, the product must be identified and recorded by means of a transfer document or equivalent. Based on risk analyses, some inspection operations may be delegated to personnel who do not belong to the Quality Function. Delegations are granted and controlled in accordance with procedures defining the selection criteria, the scope of the delegated inspection operations, and the monitoring programme.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 3 Page 1/2 Date 03/2002

CONTROL OF NON-CONFORMING PRODUCT EUROCOPTER implements a procedure for controlling the nonconformities and for preventing the unintended use or delivery of products not conforming to the specified requirements. The Quality Function is responsible for prohibiting the use of nonconforming products until a decision has been taken with respect to their control and acceptance. 1. Control of Non-conforming Product The non-conforming product is identified to prevent its use. Whenever feasible, the product is segregated from the normal production circuit. The nonconformity is recorded in a nonconformity report. The nonconformity is analysed by the qualified departments in order to assess its impact on the product's characteristics and customer satisfaction. This investigation is initiated by the Production Function. Whenever appropriate, the investigation is conducted by the Material Review Board, which is made up of representatives from the Design, Production and Quality Functions. This investigation decides on the follow-up action: • • • •

use-as-is, recompliance, repair, scrapping.

The decision to use 'as is' or to repair is approved by the authorised personnel of the Design Function. The decision is noted in the nonconformity report, which is archived (refer to Part 4 Section 2). The parts subject to scrapping are marked and are placed in segregated areas. Whenever feasible, these parts should be mutilated before they are scrapped. In addition to the decision on the product disposition, the procedure involves a search for the causes of the nonconformity so that the appropriate preventive and corrective actions can be performed (refer to Part 8 Section 5) Products that have already been repaired or reworked must undergo a new verification of conformity.

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ED-002 – Quality Manual Part 8 Section 3 Page 2/2 Date 03/2002

2. Concessions A product not conforming to the design package may be delivered under the cover of a concession approved by authorised personnel. The concessions are established according to a documented procedure. Customers are informed in the product's accompanying documentation of the concessions liable to affect operation or maintenance. 3. Disposition of Defects Detected after Delivery The Customer Support Function compiles the defects reported on products in service. A formal investigation is initiated for such defects, like those detected after the inspection plan. This investigation involves: • • • •

provisionally classifying the defect as "minor" or "major", informing the Major Incidents Board when a defect is classified as major, seeking the causes setting up preventive and corrective actions.

The Major Incidents Board is made up of the representatives of the Customer Support, Design, and Quality Functions, and of the centres involved. The task of the Board is to: • confirm the major classification of the defect, • rule on the safety/airworthiness aspect, and notify the Authorities, • carry out a risk analysis so that protective measures for safety ca be taken, as well as preventive and corrective actions can be defined. For helicopters in service, the decisions are inserted in the Technical Publications, and in particular in Service Bulletins, • find the products involved, • set the lead-times for implementing the actions and to monitor their execution. The incidents classified by the Major Incidents Board as "airworthiness" are examined during the continued airworthiness meetings with the Civil Aviation Authority. The Authority may decide to issue an Airworthiness Directive. The Senior Airworthiness Advisory Board reviews the important decisions. In EUROCOPTER, this Board is chaired by the Quality Senior VicePresident, who is mandated by the President.

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ED-002 – Quality Manual Part 8 Section 4 Page 1/1 Date 03/2002

DATA ANALYSIS The data described in Part 8 Section 1 is collected, and summarised as quality indicators that are included in the management trend charts. These indicators cover: • • • •

the degree of customer satisfaction, the degree of conformity of the products to the specified requirements, the performance of the processes, the performance of the suppliers.

These indicators are used to evaluate the performance of the quality management system. They are also used to define the areas for improvement, and to measure the effectiveness of the implemented improvement actions. The quality indicators can also be derived using statistical techniques. EUROCOPTER applies statistical techniques in the following fields: • in design, to forecast the reliability of products, • in production, to monitor the processes' capability, • in operations, to measure the actual reliability of products so that the scheduled maintenance operations can be optimised, • in metrology, to determine the measuring uncertainty of the equipment, • in industrial management, to make forecasts, for instance of spare part consumption. EUROCOPTER applies the following statistical techniques: • Experimental Design Experimental design techniques are used to determine the significant parameters of a process and their optimum values with a minimum number of tests. • Statistical Process Control These techniques are used to characterise the performances of a process. The process parameters to be controlled are determined by a failure modes and effects analysis. The measured values are recorded on control cards. The trends and deviations from the predefined control values are monitored in order to set up the appropriate preventive actions. • Sample Control These techniques are used to obtain the desired level of quality assurance while inspecting a limited number of articles out of a batch. • Descriptive Techniques These techniques are used to highlight correlations, to define behaviour laws, to rank parameters, etc. This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 5 Page 1/2 Date 03/2002

IMPROVEMENT 1. Continual Improvement Based on the data collected and analysed (refer to Part 8 Sections 1 and 4), each centre and central function plans improvement actions. Each centre and central function determines its own improvement actions, in keeping with the quality policy and the quality objectives. The proposed action plans are validated in the management reviews. In addition to the continual improvement actions, radical improvement projects may be conducted to profoundly call into question a process or an organisation within a view to significantly improving the company performance. The improvement actions are carried out like projects, in accordance with a methodology similar to that used for the design/development projects (refer to Part 7 Section 3). 2. Corrective Action EUROCOPTER applies a procedure for analysing all non-conformities, defects, and customer complaints in order to identify the causes and set up the appropriate corrective actions. The corrective actions not only apply to products, but also to the procedures and processes, within the framework of audits and monitoring. The person in charge of each corrective action is tasked with implementing the action, verifying its outcome and measuring its effectiveness. The Quality Function ensures that the corrective action procedure works properly. 3. Preventive Action EUROCOPTER employs a preventive action procedure for eliminating the causes of all non-conformities, by considering the severity of the potential defect and the risks incurred. The need for preventive action is analysed when the corrective action is being set up, by determining the risk of the defect occurring in other fields. These analyses help to generalise and sustain substantive actions, e.g. with respect to training, installations, management information system, documentary system, etc.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 8 Section 5 Page 2/2 Date 03/2002

When new products are designed or the design of existing products is changed, preventive actions are implemented based on past experience with products in service. Work guides are prepared to list the standard design practices in each specialised design field. These guides are progressively completed to incorporate the lessons learned from the inservice behaviour of the existing products. Information on the preventive actions is presented to the management reviews.

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 9 Cover Page Date

03/2002

Section 1 Reference Documents Section 2 Abbreviations Section 3 Distribution List

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 9 Section 1 Page 1/1 Date 03/2002

REFERENCE DOCUMENTS AQAP-110

NATO Quality Assurance Requirements for Development, Design and Production

AQAP-150

NATO Quality Assurance Requirements for Software Development

EN 9100

Aerospace Quality Management Systems Requirements

ISO 8402

Quality Management and Quality Assurance - Vocabulary

ISO 9001

Quality Management Systems - Requirements

JAR-21

Certification Procedures for Aircraft and Related products and Parts

JAR-27

Small Rotorcraft

JAR-29

Large Rotorcraft

JAR-145

Approved Maintenance Organisations

JAR-147

Approved Maintenance Training / Examinations

JAR-FLC 2 Flight Crew Licensing (Helicopter)

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 9 Section 2 Page 1/1 Date 03/2002

ABBREVIATIONS AECMA

European Aerospace Manufacturers Association

AQAP

Allied Quality Assurance Publication

ATA

Air Transport Association of America

BWB

Bundesamt für Wehrtechnik und Beschaffung (German Military Authority)

DGA

Délégation Générale pour l'Armement (French Military Authority)

DGAC

Direction Générale de l'Aviation Civile (French Civil Aviation Authority)

DPM/SQ Direction des Programmes et des Méthodes / Service Qualité (DGA Quality Department) IAQS

International Aerospace Quality Standard

ISO

International Standardisation Organisation

JAA

Joint Aviation Authorities

JAR

Joint Aviation Requirements

LBA

Luftfahrt- Bundesamt (German Civil Aviation Authority)

STANAG NATO Standardisation Agreement

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 9 Section 3 Page 1/3 Date 03/2002

DISTRIBUTION LIST N° 1

EADS France – Direction de la Qualité 37, Bd de Montmorency - 75781 PARIS Cedex 16

N° 2

Reserved

N° 3

EADS France - Centre Commun de Recherches - Normalisation DCR/N BP 76 - 4 bis, Rue du Val d'or - 92152 SURESNES CEDEX

N° 4

Reserved

N° 5

NAHEMA Le Quatuor, 42 route de Galice, 13090 AIX EN PROVENCE

N° 6

OCCAR-DT Godesberger Allee 140, PO B0X 2107, D-53011 BONN, GERMANY

N° 7

SPAé Directeur du Programme Tigre 26 boulevard Victor - 00460 ARMEES

N° 8

CAAC Aircraft Airworthiness Division (Mr. XU CHUNLEI) HONGQIAO AIRPORT, SHANGHAI 200335, CHINA

N° 9

Reserved

N° 10 NH INDUSTRIES - Quality Assurance Manager Le Quator, 42 Route de Galice, 13082 AIX-EN-PROVENCE CEDEX 2 N° 11 EUROCOPTER TIGER - Quality Manager Gustav Heinemann Ring 135, D-81739 MUNCHEN, GERMANY N °12 MOD-DHSA, HS/QA, Gazelle House, Yeovilton YEOVIL, SOMERSET BA22 8HJ, UNITED KINGDOM N °13 UKPO, MOD-ES(AIR) c/o EUROCOPTER Marignane N° 14 AEC - President and CEO 2701 Forum Drive, GRAND PRAIRIE, TEXAS 75052-7099, USA N° 15 AEC - Chief Operating Officer 2701 Forum Drive, GRAND PRAIRIE, TEXAS 75052-7099, USA N° 16 AEC - Quality Director 2701 Forum Drive, GRAND PRAIRIE, TEXAS 75052-7099, USA N° 17 ECL - President and CEO 1100 Gilmore Road, P.O. BOX 250, FORT ERIE, ONTARIO L2A-5M9, CANADA N° 18 ECL - Vice President and Chief Operating Officer 1100 Gilmore Road, P.O. BOX 250, FORT ERIE, ONTARIO L2A-5M9, CANADA N° 19 ECL – Quality Director 1100 Gilmore Road, P.O. BOX 250, FORT ERIE, ONTARIO L2A-5M9, CANADA

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998

ED-002 – Quality Manual Part 9 Section 3 Page 2/3 Date 03/2002

N° 20 EIP - General Manager 616 Comper Street, PO Box 51, BANKSTOWN NSW 2200, AUSTRALIA N° 21 EIP - Quality Manager 616 Comper Street, PO Box 51, BANKSTOWN NSW 2200, AUSTRALIA N° 22 EMSA - General Manager Hangar N° 1, Zona G, Aeropuerto Internacional 15620 MEXICO DF, MEXICO N° 23 EMSA - Quality Manager Hangar N° 1, Zona G, Aeropuerto Internacional 15620 MEXICO DF, MEXICO N° 24 EC ROMANIA – Quality Manager c/o S. C. IAR S. A Brasov, No 1 Aeroportului str, Ghimbav, BRASOV - ROMANIA 2200 N° 25 ESAL - Quality Manager Hangar 27, Lanseria Airport, PO Box 135, LANSERIA 1748, SOUTH AFRICA N° 26 HELIBRAS - Superintendent (P) Rua Santos Dumont n° 200, CP 184 - Distrito Industrial, 37500-000 ITAJUBA - MG, BRAZIL N° 27 HELIBRAS - Quality Manager (TIQ) Rua Santos Dumont n° 200, CP 184 - Distrito Industrial, 37500-000 ITAJUBA - MG, BRAZIL N° 28 MC ALPINE HELICOPTERS - General Manager Oxford Airport, Kidlington, Oxfordshire OX 5 1QZ, UNITED KINGDOM N° 29 MC ALPINE HELICOPTERS - Quality Manager Oxford Airport, Kidlington, Oxfordshire OX 5 1QZ, UNITED KINGDOM N° 30 EUROCOPTER SOUTH EAST ASIA - General Manager 48 Loyang Way, SINGAPORE 508740 N° 31 EUROCOPTER EAST ASIA - Quality Manager 48 Loyang Way, SINGAPORE 508740 N° 32 EUROCOPTER Philippines - Managing Director Hangar N° 2, Manila Domestic Airport, Pasay City, Metro Manila, PHILIPPINES N° 33 EUROCOPTER Philippines - Quality Manager Hangar N° 2, Manila Domestic Airport, Pasay City, Metro Manila, PHILIPPINES N° 34 EUROCOPTER ESPAÑA SA - Quality Manager General Peron, 38, Edi. Master's I, 15a - Ofi. n° 1, 28020 MADRID, SPAIN

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ED-002 – Quality Manual Part 9 Section 3 Page 3/3 Date 03/2002

EUROCOPTER and EUROCOPTER DEUTSCHLAND 55 56 57 58 59 60 61 62 63 -

QB QBM QBP QBM Donauworth O Reserved V La Courneuve CO/M Reserved

64 65 66 67 68 69 70 71 72 -

P SC QA OTIQ CQ /M OIQ SQ/M SQS/M QAM

73 74 75 76 77 78 79 80 81 -

QAMR GQ OIQP VL QAA Reserved CQA/M SRP X

82 - Secrétariat ST 83 – K 84 – OIQPA 85 – S 86 - SL 87 - SCJ 88 - C 89 – VN

This document is the property of EUROCOPTER. No part of it shall be reproduced or transmitted to third parties without the express prior written authorisation of EUROCOPTER, nor shall its contents be disclosed © EUROCOPTER 03/1998