Course Description
Manage aviation quality with a systemic, process-driven approach. Increase customer satisfaction and safety following industry best practices.
What Do Participants Learn?
- Understand the key processes of a quality system and its implementation
- Develop a quality culture to increase customer satisfaction
- Apply quality and service best practices in aviation
- Reduce costs using quality principles
- Understand the quality standards
Who Should Attend?
- Managers
- Supervisors
- Air Navigation Service Providers
- Civil Aviation Authorities
- Airports staff
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
- The model for quality management and customer service.
- Quality culture
- Quality principles
- A process approach
- ISO 9001: 2008 model and the ISO 9000 family of standards
- Quality, costs and process efficiency
- Quality and service policies
- Quality management standards
- Customer service standards
- Quality and service audits
- Organization for quality management
- Integration of other management standards to a quality management system