International Standards: Are They Worth the Investment? BY T. YEOMANS W hen someone states, “Standards come secondary to the facilities on offer” or “Good customer service really makes the difference,” do they really mean that? If so, it appears we are happy if a meal is delivered in a nice facility, by someone who is dressed well and smiles sweetly; and the occasional bit of food poisoning is accept- able. Safety is an unwritten expectation. We all expect the service or product we receive to be delivered with the risks identified and minimized as reasonably practical. Some background to the International Standards devel- opment, ICAO Annex 19 1st Edition (Safety Management Systems) that became applicable from November 2013. The Standards and Recommended Practices (SARPs) apply to safety management functions related to, or in direct support of, the safe operation of aircraft. It directly affects “service providers” (i.e. aerodromes, in accordance with Annex 14, operators of aeroplanes or helicopters authorized to conduct international commercial air transport, in accor- dance with Annex 6, Part I or Part III, Section II amongst others) and international general aviation operators. The International Business Aviation Council (IBAC), supported by its member associations and with the help of industry, developed the International Standard for Business Aircraft Handlers (IS-BAH™) as a tool to help states, service providers and international general avia- tion operators meet their obligation under the SMS annex by positively identifying organizations that have adopted and implemented an industry standard, following the same ICAO SMS structure they are obliged to follow themselves. The IS-BAH™ is a true “industry standard.” Influencing the content of standards is critical if an organization wishes to not only lead by example, but also mix with its competitors and major customers. FBOs, business avia- tion handling agents and aircraft operators benefit from taking part in the standard development process by actively participating in the IS-BAH™ Standards Board. The IS-BAH™ aims to bring decreased variation across the business aviation ground handling sector, reducing the variation in processes is the definition of consistency. And, how do you decrease variation? Increase control of your processes using the Standard as a guide. The audit process, when done correctly, provides the objec- tive feedback needed to correct any deviations from con- formity and keeps the company focused on its goals. If you make an honest attempt to conform to the requirements of getting IS-BAH™ certification, the work does not stop when you receive your certificate, you’ll learn more about your business. It requires an ongoing commitment to a positive safety culture and inclusion of the IS-BAH™ standards in the overall strategy–as well as in the quality, environmental and compliance management of the organization itself. The IS-BAH™ provides an organized program for those who truly value safe operations. It is an industry-recognized standard, based on safe operations. It provides a guiding light, or common goal, for all to follow. If, by adopting and implementing the IS-BAH™ through to registration, you can provide a valued, consistent and transparent experience to a customer based on common safe practices by insist- ing the ground team follows clear defined expectations, regardless of the situation, if that can stop one incident, one accident, is that not worth the investment? Aviation Business Journal | 2nd Quarter 2017 61
