Airport Total Quality Management and Customer Service

5-day (40 hours) classroom course

Conceptualize
Total Quality Management (TQM) for airports, providing practical guidelines and
case studies of how TQM concepts can be incorporated into the respective
strategies of a business strategy, going beyond the compliance phase. Introduce
and explain how Customer Experience goes beyond the simplistic approach of
airport customer service, in order to provide the framework that will deliver a
seamless and memorable experience that will meet passengers’ expectations.

Course code: APC006VEEN02

Course format

• This classroom course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• Participants should have prior knowledge of airport business and operations.
• Recommended level is Intermediate and Advanced.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

Upon completing this course you will be able to:

• Discuss the concept of TQM and how its application benefits airports
• Share latest approaches and best practices in TQM within and outside the airport industry
• Define the framework of an airport TQM strategy and how it impacts the airport’s activities
• Relate the benefits of excellent passenger experience
• Conceptualise excellent passenger experience for airports
• Present and discuss implementation plans for delivering excellent passenger experience

The key topics that are covered during this course include:

• What is Quality, Total Quality Management and Quality Management frameworks
• Developing a Total Quality Management Strategy for airports
• Airport performance measures
• What is customer experience and how to develop an Airport Customer Experience strategy
• Customer journey mapping and customer experience roadmap
• Measuring and benchmarking customer experience

Activities

• Analysis and application of TQM cases studies
• Preparation and presentation a TQM plan for improving operational challenges
• Team Project: Development and presentation of a TQM plan for a model airport

This course is recommended for:

• Airport and Airline managers
• Airport Marketing, Commercial, Strategy, Quality Management, Operations, Customer Service departments
• Aviation industry consultants and analysts

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.