Management of Aviation Quality and Service

Did you know that in the past 5 years, 33 participants from 10 countries have taken this course with IATA?

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

• This classroom 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

• 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 log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

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

• Exercises
• Group work

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.