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Total Quality Management (TQM) for Airports (Classroom, 5 days)

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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.

Next class

Sep 18 - Sep 22, 2017 - Canada, Montreal (IATA)
1 additional class is scheduled. See all

What you will learn

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

Course content

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
  • Benchmarking

Managing quality related costs

Environmental impact of aviation

Analyzing key indicators in aviation with a case study in Eurocontrol

Download full outline (pdf)


  • Case Studies
  • Exercises
  • Final exam

Who should attend

This course is recommended for:

  • Airport Managers
  • Quality Managers and Officers

Certificate awarded

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.

This course is a step toward earning an IATA Diploma in:

Additional information

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

Further training
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.

Subject areas

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