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Quality Management (QMS) for Ground Services (Classroom, 4 days)

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Whether you provide services to one or multiple airports, you are confronted with changing standards, resources and working conditions that can compromise the quality of your services. This course shows you quality practices you can immediately apply in your station and cargo operations to deliver safe and consistent service no matter what the circumstances.

Through class lectures and practice scenarios, learn the components of a Quality Management System (QMS) that will help you transform your processes and promote sustainable quality throughout your organization. Discover techniques to map your processes and conform to customer requirements and corporate policies.

Course format: This course is available at IATA Training Centers, regional partner locations, and on-demand as in-company training. This course provides 24 hours of instruction delivered by an official IATA Instructor.

Next class

There are currently no scheduled classes. Check back later for updates or contact us to arrange a class in your company.

What you will learn

Upon completing this course you will know how to:

  • Define the major components of a QMS
  • Map processes and develop procedures based on your findings
  • Document your procedures using control methods
  • Prepare and conduct internal audits using your QMS requirements
  • Incorporate ISAGO standards into your audit procedures

Course content

Ground handling quality components

  • Supplier/customer chain
  • IATA Service Level Agreement (SLA)

Quality Management System components

  • Quality policy and objectives
  • Quality manual
  • Document master list

Reviewing processes

  • Process mapping and flowcharts
  • Plan, Do, Check, Act cycle

Quality documentation

  • Content requirements
  • Document structure
  • Reviewing records

Quality and IATA Safety Audit for Ground Operations (ISAGO)

  • System breakdown
  • Standards and recommended practices
  • Operational audits


  • Planning and preparation
  • Conducting the audit
  • Audit findings
  • Closing meeting and reports

This course includes a practical exercises and assessments:

  • Practice scenarios
  • Final examination

Download full outline (pdf)

Who should attend

This course is designed for all ground service staff involved in quality management, including:

  • Quality, safety managers
  • Station and cargo operations managers
  • Entry-level internal auditors

Prerequisites: None

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.

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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