Provide the knowledge to develop a total quality management (TQM) strategy for achieving organizational effectiveness in an airport environment. The hands-on  course content will address the practicalities of conflicting agency agendas, and the always-important requirement to elevate existing relationships and customer service at the airport.

• Develop an understanding of TQM strategies and their appropriateness in an airport environment
• Understand the challenges that other individuals face, and how these difficulties are impacting their ability to interact more effectively with other airport stakeholders
• Consider the practical uses of a TQM strategy at an airport
• Recognize the need for a system approach to  improving airport service quality
• Identify inter-agency approaches for building confidence that TQM will work
• strengthen relationships to permit frank yet constructive dialogue

• Airport Managers and Supervisors
• Civil Aviation Authority Managers
• Airline Station Managers
• Customs and Immigration Authority Managers
• Security Agency Managers