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DTSTART;VALUE=DATE:20270104
DTEND;VALUE=DATE:20270109
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041008-1799020800-1799452799@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *		\n			Additional Course Applicant\n			\n		\n		AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2027-01-04/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20270405
DTEND;VALUE=DATE:20270410
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041009-1806883200-1807315199@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *		\n			Details of Address\n			\n		\n		Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2027-04-05/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20270705
DTEND;VALUE=DATE:20270710
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041010-1814745600-1815177599@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLast		\n			Line Email from\n			\n		\n		Email *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2027-07-05/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20271004
DTEND;VALUE=DATE:20271009
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041011-1822608000-1823039999@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *		\n			Venue Email from\n			\n		\n		Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2027-10-04/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20280103
DTEND;VALUE=DATE:20280108
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041012-1830470400-1830902399@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLast		\n			of Address Address\n			\n		\n		Organization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2028-01-03/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20280403
DTEND;VALUE=DATE:20280408
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041013-1838332800-1838764799@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.		\n			Number Course Applicant\n			\n		\n		Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2028-04-03/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20280703
DTEND;VALUE=DATE:20280708
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041014-1846195200-1846627199@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *		\n			Details Course Course\n			\n		\n		AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2028-07-03/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20281002
DTEND;VALUE=DATE:20281007
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041015-1854057600-1854489599@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *		\n			Participants Number Organization\n			\n		\n		Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2028-10-02/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20290101
DTEND;VALUE=DATE:20290106
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041016-1861920000-1862351999@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *		\n			Email Participants Details\n			\n		\n		AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2029-01-01/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20290402
DTEND;VALUE=DATE:20290407
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041017-1869782400-1870214399@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubai		\n			Address Phone Line\n			\n		\n		Additional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2029-04-02/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20290702
DTEND;VALUE=DATE:20290707
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041018-1877644800-1878076799@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *Address		\n			Additional Venue 3\n			\n		\n		Address Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2029-07-02/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20291001
DTEND;VALUE=DATE:20291006
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041019-1885507200-1885939199@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)		\n			Course Venue Organization\n			\n		\n		Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2029-10-01/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20300107
DTEND;VALUE=DATE:20300112
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041020-1893974400-1894406399@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *		\n			Course Number 2\n			\n		\n		Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2030-01-07/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20300401
DTEND;VALUE=DATE:20300406
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041021-1901232000-1901663999@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLast		\n			Line Applicant Number\n			\n		\n		Email *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2030-04-01/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20300701
DTEND;VALUE=DATE:20300706
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041022-1909094400-1909526399@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLast		\n			Type Address organization\n			\n		\n		Organization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2030-07-01/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20301007
DTEND;VALUE=DATE:20301012
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041023-1917561600-1917993599@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)		\n			Address organization Participants\n			\n		\n		Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2030-10-07/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20310106
DTEND;VALUE=DATE:20310111
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10041024-1925424000-1925855999@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *		\n			of Additional Phone\n			\n		\n		AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2031-01-06/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20310407
DTEND;VALUE=DATE:20310412
DTSTAMP:20260505T082502Z
CREATED:20251215T141834Z
LAST-MODIFIED:20260505T082502Z
UID:10070843-1933286400-1933718399@basatraining.com
SUMMARY:Airport Total Quality Management & Security
DESCRIPTION:Airport Total Quality Management\, Customer Services & Security\nWhy Attend\nTotal Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort\, all members of an organization participate in improving processes\, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. \nFocusing on passenger satisfaction rankings and passenger spending\, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience. Besides service level agreements and measurements\, airports are starting to focus more on satisfaction drivers and customer expectations\, while also adopting TQM techniques and methodologies of other sectors\, such as logistics\, hospitality and telecommunications. \nTQM is the ideal mechanism for airports to combine\, coordinate and integrate the quality management initiatives in the diverse airport activities\, while ensuring continuous quality improvement Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries – for example\, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant\, positive changes to a brand and an industry; all by putting the customer at the center of their business. \nThis 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies\, going beyond the compliance phase. It also analyses customer experience\, beyond simple airport customer service\, towards a seamless and memorable experience. \nWho Should Attend?\n\nAirport and Airline managers\nAirport Marketing\, Commercial\, Strategy\, Quality Management\, Operations\, Customer Service departments\nAviation industry consultants and analysts\nAirline security managers and supervisors\nAirport security managers and supervisors\nLaw enforcement officers in airport security\nCivil aviation authority representatives\n\nCourse Methodology\nBy the end of the course\, participants will be able to: \n\nDefine the concept of TQM and the benefits for airports\nSummarize latest approaches and best practices in TQM within the airport industry as well other service sectors\nDefine the framework of an airport TQM strategy and how it impacts the airport’s activities\nDescribe the benefits of excellent passenger experience\nCreate an implementation plan for delivering excellent passenger experience\nEstablish and maintain airline security operations incompliance with international regulations\nApply best practices in your security planning\nUnderstand the international aviation security legal framework\n\nOutline\n\n\n\nWhat is quality and Total Quality Management (TQM) Definition of quality\nPrinciples of TQM\nElements of TQM and implementation\nTQM for airport business Application of TQM\nQuality assessment\nAirport best practices in TQM\nTQM for airport operations\nTQM for the environment the impact of TQM on environmental activities\nBenchmarking quality Measuring and evaluating quality internally\nBenchmarking with other airports\nA multi-layered approach to security\nBuilding blocks of the security concept\nSecurity Management Systems (SeMS)\nIntroduction to risk management\nSecurity planning exercise\nIntroduction to Risk Management\nThreats to Civil Aviation (in 4 parts)\nThe Threats We Face – Video and Discussion\nSecurity planning exercise\nCompliance with international regulations\nAircraft security exercise Airport security\nAircraft security\nIn-flight security\nInadmissible passengers and deportees\nSecurity planning exercise\nUnruly and disruptive passengers\nCrisis management\n\n\n\n\n\n\nPassengers\, hold and cabin baggage\nQuality control\nSecurity of cargo\, catering and stores\nSecurity planning exercise\nIntegrated Quality Management Systems (QMS) for airports the holistic approach of integrating the quality concept for all airport activities\nAirport community stakeholders and integrated quality performance\nThe challenge of buying-in from the organization and the airport community\nIntroduction to customer service Definition of customer experience for airports\nThe benefits of introducing a customer service strategy\nThe business context of airport customer experience\nCustomer insights the different sources of customer information\nUnderstanding benchmarking\nCustomer journey mapping Introduction to customer journey mapping\nThe use of customer journey mapping for airports\nCreating a customer experience roadmap\nBest practice approaches to exceptional service within and outside the airport industry Examples and applications of current customer processing tools\nE-services and social media applications used in airports and elsewhere for exceptional service\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *		\n			Additional Email Type\n			\n		\n		Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/airport-total-quality-management-customer-services-security/2031-04-07/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Airport Management Courses
ATTACH;FMTTYPE=image/png:https://basatraining.com/wp-content/uploads/2025/12/airport-TQM.png
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
END:VCALENDAR