Management of Aviation Quality and Service (classroom)

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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

IATA Aeronautical Information Management (AIM) aviation training 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.

Download the Outline

Course code: TCVG-15

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.

Next class

Management of Aviation Quality and Service (classroom)

United Kingdom, London (IATA)
19 - 23 June, 2023
Register before 19 Mar, 2023 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply.
Please register by 29 May
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 173066
English
USD 1,872
USD 2,408
Regular
USD 2,676

2 additional classes are scheduled

Management of Aviation Quality and Service (classroom)

Switzerland, Geneva (IATA)
11 - 15 September, 2023
Register before 11 Jun, 2023 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply.
Please register by 21 Aug
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 172209
English
USD 1,872
USD 2,408
Regular
USD 2,676

Management of Aviation Quality and Service (classroom)

Singapore, Singapore (IATA)
6 - 10 November, 2023
Register before 06 Aug, 2023 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply.
Please register by 16 Oct
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 172530
English
USD 1,872
USD 2,408
Regular
USD 2,676

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

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

  • 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.

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