Some of these topics are also explored in the following virtual classroom course:

Did you know that in the past 4 years, 73 participants from 22 countries have taken this course with IATA?

About the course

Learn how to use benchmarking effectively to deliver service improvements and achieve better performance results. Explore Air Navigation Service Providers (ANSP) key result areas and acquire new tools to measure and compare success. Be updated on ANS Provision core processes of specification and design of service, delivery of service, review of service and customer service.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TCVG-54

Course format

• This course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
• Student performance will be based on an assessment.

Prerequisites

• Participants should have prior knowledge of safety and financial performance of their organization.
• 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 login to your Training Account . Please have your login details ready.
• Register early and save up to 20% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

What you will learn

Upon completing this course you will be able to:

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

Course content

The key topics that are covered during this course include:

• Overview and terminology of benchmarking
• Analyzing best practices in ANSPs
• Benchmarking goals and frameworks
• Benchmarking issues for ANSPs
• Benefits of benchmarking
• The 5 step approach to benchmarking
• Key Performance Indicators (KPI)
• Implementing service improvements
• Applying best practices benchmarking

Activities

• Case studies
• Exercises

Who should attend

This course is recommended for:

• Executives
• Operational and strategy managers,
• Team leaders
• ATCOs and support staff of Air Navigation Service Providers.

Certificate awarded

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.