Implement quality management, improve customer service and safety. Designed for Civil Aviation Authorities and Air Navigation Service Providers.

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

Upon completing this course you will be able to:

• Apply quality management and customer service principles for Civil Aviation Authorities and Air Navigation Service Providers
• Understand the ISO 9001:2008 model and ISO 9000 series standards
• Create a quality culture and know how to assure and audit for quality

This course is recommended for:

• ANS providers
• Civil Aviation Authorities

• ICAO recommendations on ANS quality and safety assurance
• JAA and FAA quality management standards
• Air Navigation System Model for quality management and customer service
• Quality culture and principles
• Quality costs and process efficiency
• Quality and service policies
• Integration of other management standards to a quality management system
• ISO 9001:2000 model and ISO 9000 series standards
• Quality and service audits
• Customer service standards

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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