Quality Management

This course is a three-day program that aims to provide participants with a basic understanding of quality management in the aviation industry. The course focuses on the specific requirements and challenges that airports face, providing insights into best practices and strategies to improve the quality and efficiency of airport operations.

Various topics will be covered throughout the course, including the importance of quality management in aviation, the identification and assessment of quality risks, the implementation of quality standards and processes, the monitoring and measurement of quality, and the continuous improvement of airport operations. 

Upon completion of the training participants will be able to:

• Apply the concepts of quality management to aviation
• Describe in detail how a quality management system can be implemented
• Implement a robust quality control program and a continuous improvement process
• Create measures to benchmark and assess effectiveness
• Define service standards and Measure service delivery.
• How to find out what customers need/want
• Report service quality results
• Identify and assess risk to quality 

• The importance of quality management and its application to airports

• Principles of a systemic approach to Quality
• Internal quality assurance / audit approaches
• Evolving the systems with and within the organization
• Defining service standards and set Key Performance Indicators (KPIs)
• Customer satisfaction surveys
• Develop continuous improvement programs
• Benchmarking and reporting 

• Airport Operations Managers, who supervise SLAs and KPIs
• Airport Quality Managers
• Airport Service Quality Directors 

Multiple choice test