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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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Did you know that in the past 5 years, 186 participants from 42 countries have taken this course with IATA?


Manage aviation quality and service with a systemic, process-driven approach. Updated to include ISO 9001:2015 Quality Management Systems requirements, you will learn how to recognize and implement the key processes associated with a quality management system, how to increase customer satisfaction, and reduce costs. The course includes an in-depth review of quality standards and aviation quality requirements, and focusses on the relationships between service, quality and safety.

Course format: This course is available at IATA Training Centers, regional training partner locations, and on-demand as in-company training. This course provides 40 hours of instruction delivered by an official IATA Instructor.

Next class

Aug 07 - Aug 11, 2017 - United Kingdom, London (IATA-ICL)
2 additional classes are scheduled. See all

What you will learn

Upon completing this course you will be able to to:

  • Manage quality with a systemic, process-driven approach
  • Develop a quality culture to increase customer satisfaction
  • Recognize the key processes of a quality system and its implementation
  • Understand the relationship between the ISO 9001: 2015 model and JAA and FAA quality standards
  • Compare varied quality and service best practices within civil aviation
  • Know how to reduce costs using quality principles

Course content

  • Model for quality management and customer service
  • Quality culture
  • Quality principles
  • Process approach
  • The ISO 9000 family of standards including the ISO 9001: 2015 quality management system requirements and ISO 9000:2015 basic concepts and language
  • 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 into a quality management system

Download full outline and schedule


  • Exercises
  • Group work

Who should attend

This course is recommended for:

  • Managers of airlines, airports and operational personnel
  • Civil Aviation Authorities
  • Air Navigation Service providers

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

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