Did you know that in the past 4 years, 61 participants from 15 countries have taken this course with IATA?
Total Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. Focusing on passenger satisfaction rankings and passenger spending, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience.
Besides service level agreements and measurements, airports are starting to focus more on satisfaction drivers and customer expectations, while also adopting TQM techniques and methodologies of other sectors, such as logistics, hospitality and telecommunications. TQM is the ideal mechanism for airports to combine, coordinate and integrate quality management initiatives in the diverse airport activities while ensuring continuous quality improvement. Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries - for example, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant, positive changes to a brand and an industry; all by putting the customer at the center of their business. This 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies, going beyond the compliance phase. It also analyses customer experience, beyond simple airport customer service, towards a seamless and memorable experience.
Course code: TAPG-33
This class is offered in cooperation with Oman Airports Learning and Development Centre (OAMC). Please refer to OAMC for the final price.
Oman Airports Learning and Development Centre (OAMC)
Muscat International Airport
Sultanate of Oman
For more information please contact:Samiha Al-Shibani
You may also register on the OAMC website:
Visa-exempt foreign nationals who fly to or transit through Canada will need an Electronic Travel Authorization (eTA). Exceptions include U.S. citizens and travelers with a valid visa. Do you need an eTA? Apply for your eTA (a CAD 7 fee applies). Please note that travelers or if you are booking for someone else, are responsible to request their visas through varying designated channels (consulates and/ or third party companies) in due time.
A regional course fee (15% discount) is applied to course participants residing in Canada who attend classes at the Montreal Training Center. To claim the discount, enter YMQ-LOCAL in the promotional code field during your registration. The discount will be deducted automatically from the course price. These regional discounts will be applied in addition to any qualifying early bird promotion.
As per the detailed procedure on our tax page, non-Canadian residents do not pay sales taxes if they advise us prior to their purchase.
Please note that prices DO NOT include the 6% Chinese VAT. The VAT must be paid additionally if applicable to your registration.
On completion of this course you will be able to:
The key topics that are covered during this course include:
This course is recommended for:
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.
Combine courses in the areas of planning, management and business development for a complete overview of airport strategy.
Designed to cover passenger experience and digital transformation trends to provide your passengers with a seamless, secure and efficient travel journey that is highly personalized.
Gain knowledge of security in a selection of operational areas and earn an industry recognized diploma.