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Management of Aviation Quality and Service - Civil Aviation (Classroom, 5 days)

Este curso también es dado en Español.

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Manage aviation quality with a systemic, process-driven approach. Increase customer satisfaction and safety following industry best practices.

Available as: Classroom & In-Company course
Duration: 5 days (40 hours)
Recommended level: All levels
Prerequisites: None

Next class

Oct 26 - Oct 30, 2015 - Singapore (IATA)

5 additional classes are scheduled. See all

What you will learn

Upon completing this course you will be able to to:

  • Understand the key processes of a quality system and its implementation
  • Develop a quality culture to increase customer satisfaction
  • Apply quality and service best practices in aviation 
  • Reduce costs using quality principles
  • Understand the relationship between the ISO 9001: 2008 model and JAA and FAA quality standards

Course content

  • The model for quality management and customer service.
  • Quality culture
  • Quality principles
  • A process approach
  • ISO 9001: 2008 model and the ISO 9000 family of standards
  • Quality, costs and process efficiency
  • Quality and service policies
  • JAA/ EASA and FAA quality management standards
  • Customer service standards
  • Quality and service audits
  • Organization for quality management
  • Integration of other management standards to a quality management system

Who should attend

This course is recommended for:

  • Air Navigation Service Providers
  • Civil Aviation Authorities
  • Airports
  • Airlines - in particular flight operations, ground operations and maintenance managers and supervisors 

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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Additional information

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