Management of Aviation Quality and Service (classroom)

Did you know that in the past 4 years, 147 participants from 31 countries have taken this course with IATA?

About the course

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 focusses on the relationships between service, quality and safety.

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

Course code: TCVG-15

Course format

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

Prerequisites

• There are no prerequisites for this course
• 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

• 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 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

Course content

• 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

• Exercises
• Group work

Who should attend

This course is recommended for:

• Civil Aviation Authorities
• 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.