5-day (40 hours) classroom course

Manage aviation quality and service with a systemic, process-driven approach. Over 5 days you will examine ISO 9001:2015 Quality Management Systems requirements, and learn how to recognize and implement the key processes associated with a quality management system, increase customer satisfaction, and reduce costs. The course includes an in-depth review of quality standards and aviation quality requirements, and focuses on the relationships between service, quality and safety.
Course code: SAC023VEEN02
Course format
Prerequisites
- Recommended level is Intermediate.
- 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
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 to:
- Manage quality with a systemic, process-driven approach
- Develop a quality culture to increase customer satisfaction
- Recognize the key processes of a quality system and its implementation
- Summarize the relationship between the ISO 9001: 2015 model and Federal Aviation Administration (FAA) quality standards
- Compare varied quality and service best practices within civil aviation
- Describe how to reduce costs using quality principles
The key topics that are covered during this course include:
- Model for quality management and customer service
- Quality culture and quality principles; Process approach
- The ISO 9000 family of standards including the ISO 9001: 2015 quality management system requirements and ISO 9000:2015 basic concepts and language
- Quality costs and process efficiency; Quality and service policies; European Aviation Safety Agency (EASA) and FAA quality management standards
- Customer service standards, quality and service audits
- Organization for quality management and integration of other management standards into a quality management system
Activities
This course is recommended for:
- Civil Aviation Authorities
- Air Navigation Service providers
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.