Increase customer satisfaction and safety following industry best-practices.

• Manage quality with a systemic, process-driven approach
• Develop a quality culture to increase customer satisfaction
• Understand the key processes of a quality system and its implementation
• Learn about the relationship between the ISO 9001: 2000 model and JAA and FAA quality standards
• Compare varied quality and service best practices within aviation
• Reduce your costs substantially

• General managers from aviation-related organisations
• Managers from civil aviation administrations
• Flight and ground operations managers and supervisors
• Maintenance managers and supervisors

• Model for quality management and customer service
• Quality culture
• Quality principles
• Process approach
• ISO 9001: 2000 model and ISO 9000 series standards
• Quality costs and process efficiency
• Quality and service policies
• JAA and FAA quality management standards
• Customer service standards
• Quality and service audits
• Organisation for quality management
• Integration of other management standards to a quality management system

• Versión española