Airports interact with a wide range of customers and it is important to have the correct processes in place to ensure a positive customer experience. During this course learn how you can improve organizational effectiveness in an airport environment by progressively changing attitudes, practices and structures. Gain the skills you need to promote a quality culture throughout your organization, and understand the benefits of providing a sustainable quality and cost profile of customer services.
Available as: Classroom & In-Company course
Duration: 5 days (40 hours)
Recommended level: Professional and Management
Prerequisites: Participants should have prior knowledge of airport business and operations.
Upon completing this course you will have the skills to:
Develop a customized TQM strategy and quality culture for your airport
Manage your operations with a systematic process-based approach
Increase team coordination and customer satisfaction
Implement the Six Sigma methodology in your organization
Developing a continuous airport improvement plan
Understanding passenger needs
Managing operational expectations
Measuring quality management
International Standardization Organization (ISO)
Quality Management Systems (QMS)
Assessing airport quality
Low cost carrier requirements
Managing quality related costs
Environmental impact of aviation
Analyzing key indicators in aviation with a case study in Eurocontrol
Download full outline (pdf)
This course is recommended for:
Quality Managers and Officers
An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields. More
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.