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We currently offer the following Courses at ACI GTH Training Center - Cairo International Airport:
Managing Service Quality at Airports


The main objective of this training module is to equip managers with the knowledge, skills and tools
to manage service quality effectively at an airport. The course will adopt a holistic approach to the
issue, drawing on industry best practices and using case studies and practical exercises to show how
theory has been put into practice at the leading airports. Participants will learn how to use the Airport
Service Quality (ASQ) Programme tools as part of a service improvement strategy.


• A highly practical course, participants will take away knowledge and tools which they can
apply immediately
• Well researched material, validated by the ASQ programme
• Experienced instructors with expertise in customer service research and airport management
• Case studies based
• Participants will benefit from the industry best practice knowledge developed through the
ASQ programme in recent years.

Course Content
Topics covered during the course are:
• Managing service quality – a best practice approach
• Defining service standards and customer satisfaction
• Measuring service delivery and setting KPIs
• Understanding and using customer satisfaction survey data
• Why do benchmarking?
• Undertaking gap analysis and root cause analysis studies
• Developing and implementing a service improvement programme
• Implementing and validating improvements
• Sustaining continuous Improvement
• Management reporting
For additional information please contact the GTH team at training@aci.aero
Other Information
• Language: English
• Cost: USD650
• Date: 19-21 October 2010
•Location: Cairo, EGYPT






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