Benchmarking and Best Practices for Air Navigation Service Providers

5-day (40 hours) classroom 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.

Course code: FOC006VEEN02

Course format

• This 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 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.

Availability
This course is offered exclusively as an in-company (in-house) program, designed to be delivered directly to your team. If you’re interested in arranging this training for your organization, we’d be happy to hear from you. Please reach out to IATA using the contact form on this page.

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

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

This course is recommended for:

• Executives
• Operational and strategy managers,
• Team leaders
• ATCOs and support staff of 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.