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.

Available as: Classroom & In-Company course
Duration: 4 days (32 hours)
Recommended level: Professional and Management
Prerequisites: None

Download full outline (pdf)

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

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

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

Auditing

• 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)

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

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

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