Learn how to use benchmarking effectively to deliver service improvements and achieve better performance results. Explore ANSP Key Result Areas and acquire new tools to measure and compare success.

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:

• Benchmark effectively to deliver service improvements and achieve better performance results
• Understand Air Navigation Service Provision core processes of specification and design of service, delivery of service, review of service and customer service

This course is recommended for:

• Air Navigation Service Providers

• History and definition of benchmarking
• The applications of benchmarking: benchmarking framework and baseline information
• The 5 steps approach to benchmarking
• Review of key benchmarking studies: CANSO, EUROCONTROL
• Applying a best practice model across the Key Result Areas (KRAs) of safety, operational efficiency, cost effectiveness and customer satisfaction, and measuring them against Key Performance Indicators (KPIs)

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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