2018 Training Program - airport.kr · 2018 Training Program Period Course Fee Best Practice Course...

2018 Training Program

Period Course FeeBest Practice Course Page

Period Course FeeICAO Course Page

Course FeeOnline Course Page

Customized Course Page

16 to 20 Apr

25 to 29 Jun

2 to 4 Jul

27 to 31 Aug

3 to 5 Sep

17 to 19 Sep

22 to 26 Oct

19 Nov to 14 Dec

19 to 30 Nov

3 to 14 Dec

· Professional Program

· NGAP Program

· Airport Business Management

· Airport Airside Operations

· Airport Security Operations

· Airport Terminal Operations

· Airport Concession Management

· Aerodrome Safety Management

· Airport Facilities Operations

· Airport Operations & Management

· Airport Management

· Airport Operations

· (STP) Airport Green House Gas Management

· (STP) Airport CS Quality Management

· (STP) Aerodrome Inspection

· (STP) Aerodrome CNS Engineering

· (STP) Airport PBB Operations

· (ITP) Aerodrome Safety Management

incorporating PANS Aerodrome

· Training Instructors Course (TIC) Part 2

· Training Developers Course (TDC)

30 Apr to 4 May

7 to 11 May

14 to 18 May

18 to 22 Jun

22 to 24 Aug

9 to 13 Jul

5 to 16 Nov

10 to 14 Sep

$ 280

$ 170

· Airport CS Quality Management

· Airport PBB Operations

26

27

24

25

21$ 2,000

$ 1,700

$ 1,700

$ 1,700

$ 1,700

$ 970

$ 1,300

$ 1,900

16

17

18

19

20

22

23

$ 930

$ 930

$ 570

$ 930

$ 570

$ 570

$ 930

$ 3,700

$ 1,870

$ 1,870

5

6

7

8

9

10

11

12-13

14

15

Location

Introduction

Incheon Airport Aviation Academy _05

DateUSD 930IAAA 16 to 20 April

Course Fee

This course aims to present a comprehensive framework of the airport industry and global trends shaping the future airport system along with best practice and problematiccases. The course starts with industrial trend brining expanded and integrated knowledge for accommodating industrial demands and preparing future changesso as to work with diverse stakeholders in a harmonized and forward-looking manner.

From the second part, participants are to strengthen knowledge to shape and plans strategies on airport business management and development though in-depth understandon airport commercialization/privatization trend and recent shift of business paradigm.

The course also addresses airport operations in terms of process management andcurrent trend of innovative technologies for improved efficiency of airport operations.

At the end of every module, there is workshop on relevant topic, in which participants will summarize the session and share the idea.

Content

· Industrial insight· Airport business framework· Airport marketing· Airport development· Airport operations

Learning objectives

At the end of this course, the participants should be able to: · Equip high-level insight on the overall aviation industry and prepare to work with other industrial stakeholders in a harmonized manner · Understand current challenge of airport business environment and a shift of business paradigm shaping a future airport system · Lead activities both in corporate management and project/business development · Make collaborative decisions with related parties on complex issues

· Individuals who aim to become a director or management level at airport companies · Senior level managers in the aviation and investment industry who need to understand general aspects of airport management for his/her business development

Target group

Pre-requisites

· More than three-years vocational experience in aviation industry· Good oral and written command of the language of instruction

Airport Business Management

Best Practice Course 2018

Introduction

Content

Learning objectives

Target group

Pre-requisites


Location DateUSD 930IAAA 25 to 29 June

Course Fee

This course offers basic information, knowledge and skill for the safety ramp operationin association with risk management. It emphasizes how a well-managed ramp not onlyreduces accidents but also improves efficiency and the quality of airside operation.

· Overview of airport airside operations· Effective management of pavement surface in the maneuvering area· Communication, Navigational aids and Surveillance (CNS) system in the airside· Lighting system in the airside with the SMGCS· Control and monitor the safety procedures and regulation in the airside· Security control and access for the entrance of airside· Preparation of emergency planning and practical exercises· Effective preparation of ARFF service· Management of safety risk and hazard in the airside· Field visit: Incheon International Airport terminal· Case study: Adopting problem solving strategy· Group discussions and exercises

At the end of this course, the participants should be able to: · Explain the basic information about characteristic features of airside · Understand the function of facilities used for the airside safety · Design and apply the emergency plan of airport including ARFF service · Analyze the effectiveness of security control and access in the airside · Compare the CNS and lighting system of airport with the standard on a basis of runway categories · Detect the factors of risk and hazard in the airside operation

· Personnel who aim to become a manager or senior operator in the field of airport airside operation· Individuals who have an interest in airport airside operation

· More than three-years vocational experience in the airside operation· Good oral and written command of the language of instruction in English

Airport Airside Operations


Location

Introduction

Content

Learning objectives

Target group

Pre-requisites


Airport Security Operations

DateUSD 570IAAA 2 to 4 July

Course Fee

This course is designed to ensure that aviation security personnel are available to establish their own airport security policy appropriately in accordance with ICAOregulations.

· AVSEC design· Universal security audit program· National civil aviation security program· Airport contingency plan· Airport security plan workshop· Airport security facilities and system

At the end of this course, the participants should be able to: · Understand how to set up airport security plan in accordance with ICAO regulations · Establish a national civil aviation security program · Make contingency plans for various types of emergencies · Establish the airport security policy and related strategies

· Managers who take charge of airport/national security in civil aviation industry

· More than three-years vocational experience in aviation security.· Good command of both written and spoken English.

2018Best Practice Course

Location

Introduction

Content

Learning objectives

Target group

Pre-requisites


Airport Terminal Operations

DateUSD 930IAAA 27 to 31 Aug

Course Fee

This course provides trainees with an understanding of complexities of running an airport terminal and addresses the common issues faced by terminal managers in theirdaily operations

· Overview of terminal operation· Passenger terminal planning based on areas and their functions· Information and Communication Technology (ICT) applied to airport· Baggage Handling System (BHS) in the Mega Airport.· Energy saving in the Heating, Ventilation and Air conditioning (HVAC) Operation· Design and maintenance of fire fighting system· Disposition of transport facilities · Managing airport security· Field visit : Incheon International Airport terminal· Case study : Adopting problem solving strategy· Group discussions and exercises

At the end of this course, the participants should be able to: · Effectively manage an airport terminal · Handle various emergencies and better manage passengers in distress · Recognize the relationship between passengers’ experience and performance · Apply the best practices of airport terminal operations

· Personnel who aim to become a manager in the field of terminal operation· Individuals who have an interest in airport terminal operation

· More than three-years vocational experience in airport terminal operation area· Good oral and written command of the language of instruction in English


Location

Introduction


Airport Concession Management

DateUSD 570IAAA 3 to 5 Sep

Course Fee

This course is designed for airport commercial staffs in charge of managing airportcommercial facilities to recognize commercial’s strong power to increase airport revenue and to make appropriate strategy for enhancing revenue condition at their own airport given the Incheon Airport commercial & customer satisfaction status and strategy.

At the end of this module, trainees can realize the various airport customer service quality skills of Incheon Airport which has won ASQ airport customer satisfaction surveyNo 1. Place for 12 years and get motivated to enhance service conditions of their own organization.

Content

Part 1. Airport Commercial & CS, the Source of Revenue Increase at Airport· Module 1 : Airport commercial basic· Module 2 : Relation between best service and profitable commercial· Module 3 : Incheon Airport commercial operation status· Module 4 : Incheon Airport commercial strategy· Module 5 : Best airport commercial for trainees’ airport· Field trip to Incheon Airport commercial

Part 2. General Airport Commercial Management· Module 1 : Airport commercial operation theory and case study · Module 2 : Action plan


Learning objectives

At the end of this course, the participants should be able to: · Understand the importance of airport service quality management and non-aeronautical revenue from airport commercial facilities · Learn tips and know-hows about making the most revenue from airport commercial with layout, categories and so on

Target group

· Airport commercial staffs who have just started or have several years of experience at airport commercial related fields

Location

Introduction

Content

Learning objectives

Target group

Pre-requisites


Aerodrome Safety Management

DateUSD 570IAAA 17 to 19 Sep

Course Fee

This course aims to enhance the capabilities of personnel in airside operation duties by providing the necessary knowledge, skills and attitudes to ensure that the procedures and process for safety operations & maintenance are implemented satisfactorily and applicably in accordance with corresponding standards and recommended practices.

· Regular inspection on the ramp area· Pavement maintenance of runway· Vehicle management in airside

At the end of this course, the participants should be able to: · Understand how to inspect on ramp area regularly · Conduct maintenance on runway pavement · Manage vehicles in airside and control violations against safety regulations

· Entry and middle level managers working at airside operation department

· More than one-year vocational experience in airside operation· Good command of both written and spoken English.


Location

Introduction

Content

Learning objectives

Target group

Pre-requisites


Airport Facilities Operations

DateUSD 930IAAA 22 to 26 Oct

Course Fee

This course provides aviation personnel not only with an understanding of the airportfacilities but also basic knowledge and skills to achieve higher operational efficiencyand safety in the facility operation.

· Design and install Baggage Handling System(BHS) · Heating, Ventilation and Air Conditioning(HVAC) in the terminal· Safe and stable fire-fighting system and alarm/detection system· Supportive power plant system - Piping system of utility service from the resource, sewage and incinerator system, etc.· U-airport system incorporating information and telecommunication system· Design Communication, Navigational aids and Surveillance system(CNS) · Design and maintain the airport lighting system including SMGCS· Minimize the GHG by analyzing the electricity usage and in the electrical system of airport

At the end of this course, the participants should be able to: · Understand basic concept and practical knowledge of HVAC, BHS, Fire alarm and Elevsec · Discover the connection between all facilities installed for safe and efficient airport operation · Apply best practices of Incheon Airport to solve issues related to airport facility operation

· Personnel who aim to become a manager or facility operator in the field of facilities operation· Individuals who have an interest in airport facilities operation

· More than three-years vocational experience in related operational areas· Good oral and written command of the language of instruction


Location

Introduction

Content


Airport Operations & Management

DateUSD 3,700IAAA 19 Nov.

to 14 Dec

Course Fee

This course provides trainees with the understanding of complexities of the airside andterminal environment and the required skill and knowledge to achieve higher operationefficiency and safety in airport operations and management.

Part 1 - Airport Operations· Overview of airport operation· Effective pavement maintenance and repair· Information and Communication Technology (ICT) applied in airport · Safe and stable Communication Network and Surveillance (CNS)· Baggage Handling System (BHS) in the mega airport.· Energy saving in the Heating, Ventilation and Air conditioning (HVAC) operation· Design and maintenance of fire-fighting system · Disposition of transport facilities · Ground lighting system according to the level of runway category· Minimizing electricity loss in the operation of electric power system· Field visit: Incheon International Airport terminal· Case study: Adopting problem solving strategy · Group discussions and exercises

· Industrial insight on airport management· Designing an effective business framework · Airport marketing strategy · Airport development strategy· Managing environmental factors (noise, air pollution, GHG etc.) effectively· Providing ground access transportation· Designing and managing a retail business in the terminal· Customer service quality management · Design and disposition of airport terminal· Safe and compliant rescue and fire-fighting· Design of emergency planning and practical exercise· Safe apron management· Disposition of security screening operation and guarding and access control operation

Part 2 - Airport Management




Learning objectives

At the end of this course, the participants should be able to: · Understand standard airport operations / management terminologies · Understand collaborative decision making process involving airport stakeholders · Apply practical knowledge on airport planning principles, theories and concepts · Develop KPI indexes for safer and more efficient airport operation and management · Apply best practices of Incheon Airport to better operate and manage various issues in the rapid changing airport industries

Target group

Pre-requisites

· Personnel who aim to become a manager in the field of airport operation or management.· Individuals who have an interest in airport operation and management

· More than three-years vocational experience in airport operation or management area· Good oral and written command of the language of instruction in English

Location

Airport Management

DateUSD 1,870IAAA

Course Fee19 to 30 Nov

Introduction

Content

This course provides trainees with an understanding of complexities of the airside andterminal environment and the required skill and knowledge to achieve higher operationefficiency and safety in airport management.

· Overview of airport management· Industrial insight on airport management· Designing an effective business framework · Airport marketing strategy · Airport development strategy· Managing the environmental factors (Noise, Air pollution, GHG etc.) effectively· Providing ground access transportation to airport terminal· Design and managing the retail business in the terminal· Customer service quality management · Design and disposition of airport terminal· Safe and compliant rescue and fire fighting· Design of emergency planning and practical exercise· Safe apron management· Disposition of security screening operation and guarding and access control operation· Field visit: Incheon International Airport terminal· Case study: Adopting problem solving strategy · Group discussions and exercises

Learning objectives

At the end of this course, the participants should be able to:· Understand standard airport management terminologies· Understand collaborative decision making process involving airport stakeholders· Apply practical knowledge on airport planning principles, theories and concepts· Develop KPI indexes for a safer and more efficient airport management· Apply best practices of Incheon Airport to better manage the various issues in the rapid changing airport industry

Target group

· Personnel who aim to become a manager in the field of airport management· Individuals who have an interest in airport management

Pre-requisites

· More than three-years vocational experience in aviation industry· Good oral and written command of the language of instruction in English



Location

Airport Operations

IAAADate

USD 1,870Course Fee

3 to 14 Dec

Introduction

Content

Learning objectives

Target group

Pre-requisites

This course provides trainees with an understanding of complexities of the airside and terminal environment and the required skill and knowledge to achieve higher operation efficiency and safety in airport operations.

· Overview of airport operation· Effective pavement maintenance and repair· Information and Communication Technology (ICT) applied to airport · Safe and stable Communication Network and Surveillance (CNS)· Baggage Handling System (BHS) in the Mega Airport· Energy saving in the Heating, Ventilation and Air conditioning (HVAC) Operation· Design and maintenance of fire fighting system · Disposition of transport facilities · Ground Lighting System according to the level of runway category· Minimizing electricity loss in the operation of electric power system· Field visit: Incheon International Airport terminal· Case study: Adopting problem solving strategy · Group discussions and exercises

At the end of this course, the participants should be able to: · Understand standard airport operations terminologies · Understand collaborative decision making process involving airport stake holders · Apply practical knowledge on airport planning principles, theories and concepts · Develop KPI indexes for a more safe and efficient airport operation · Apply best practices of Incheon Airport to better operate airport with the various issues in the rapid changing airport industries

· Personnel who aim to become a manager in the field of airport operation· Individuals who have an interest in airport operation

· More than three-years vocational experience in aviation industry· Good oral and written command of the language of instruction in English



Introduction

Location DateUSD 1,700IAAA 30 April to

4 May

Course Fee

ICAO Course 2018

(STP) Airport Green House Gas Management

This course provides airport GHG (Green House Gas) managers with the necessaryknowledge, skills and attitudes to ensure that airport GHG management procedures are implemented appropriately in order to achieve the goal for credible and efficient airport GHG management.

Content

· Relevant factors of GHG management· Criteria establishment for airport GHG inventories· Development of airport GHG inventories· Quality assurance for airport GHG inventories· Establishment of an action plan for an airport GHG reduction· Development of a plan for airport GHG reduction

Learning objectives

At the end of this course, the participants should be able to: · Identify relevant factors that influence the management of GHG in airports · Establish criteria for airport GHG inventories · Develop airport GHG inventories · Assure the quality for airport GHG inventories · Establish an action plan for an airport GHG reduction · Develop a plan for airport GHG reduction

Target group

· Entry and middle level managers working in airport areas associated with green-house gas management

Pre-requisites

· More than three-years vocational experience in airport operation· Good command of both written and spoken English

You will receive an ICAO certificate if you complete the course successfully by passing the mastery tests with more than average 80 percent.


Introduction

Location DateUSD 1,700IAAA 7 to 11 May

Course Fee

ICAO Course 2018

(STP) Airport Customer Service Quality Management

This course is designed for airport service managers in charge of managing airport customer service quality to provide necessary tips and know-hows about how to manage it appropriately.

From M1 and M2, trainees shall learn inspection skills by service managers of airportauthority or service providing company. The one is called airport customer servicestandard and the other outsourcing SLA evaluation.

Moreover, from M3 and M4, trainees shall get the knowledge of managing airport userreaction by the form of voice of customer or airport customer satisfaction survey.

Finally, in M5, trainees shall realize the way to combine airport community togetherthrough decision making process of executive levels and staff motivation activities.

At the end of this module, trainees can realize the various airport customer service quality skills of Incheon Airport which has won ASQ airport customer satisfactionsurvey No.1 Place for 12 years and get motivated to enhance service conditions of their own organization.

Content

· Module 1 : Airport Customer Service Standards· Module 2 : Outsourcing SLA(Service Level Agreement) Evaluation· Module 3 : VOC(Voice of Customer) Management· Module 4 : Airport Customer Survey· Module 5 : Airport Community Alignment

Learning objectives

At the end of this course, the participants should be able to: · Adapt airport customer service standard and outsourcing evaluation skills to airport terminal inspection · Utilize voice of customer and airport customer survey management know-hows when checking response from airport users · Gather consensus opinion of airport entities using Service Improvement Committee and enhance staff condition with motivation programs

Target group

· Airport service managers who have just started or have several years of experience on airport customer service quality management

Pre-requisites

· Good oral and written command of the language of instruction


Introduction

Location DateUSD 1,700IAAA 14 to 18 May

Course Fee

ICAO Course 2018

(STP) Aerodrome Inspection

This course provides a competency-based training on aerodrome safety inspection foraviation authorities and airport operators. Trainees will learn how to carry out aerodromeinspection in accordance with ICAO SARPs(Standards and Recommended Practices) and relevant national standards through classroom interaction training, field practices and exercises at airside areas.

Content

· Inspection introduction· Surface inspection· Markings, signs, lightings and NAVAIDs inspection· Airside access and safe movement inspection· Airside safety operations inspection· NOTAM inspection· Wildlife inspection· Rescue and fire-fighting inspection· Safety management system inspection

Learning objectives

At the end of this course, the participants should be able to: · Employ standard communication phraseology required for safely conducting aerodrome inspection · Conduct an aerodrome surface inspection · Conduct an inspection of visual aids and navigational aids (NAVAIDs) · Verify airside access and movement in airside areas · Conduct an inspection for the application of safety measures in airside operations · Verify the application of Notice to Airmen (NOTAMs) · Inspect the presence of wildlife · Conduct an inspection of Aerodrome Rescue and Fire Fighting Services (ARFFS) · Conduct an inspection of a Safety Management System (SMS)

Target group

· Entry level aerodrome inspectors and aerodrome agents to become aerodrome inspectors

Pre-requisites

· Good command of both written and spoken English

You will receive an ICAO certificate if you complete the course successfully by passingthe mastery tests with more than average 80 percent.


Introduction


Location DateUSD 1,700IAAA 18 to 22 June

Course Fee

ICAO Course 2018

(STP) Aerodrome CNS Engineering

This course provides CNS(Communication, Navigation and Surveillance) engineerswith the necessary knowledge, skills and attitudes to ensure that the procedures and process for CNS facilities operations & maintenance are implemented satisfactorilyand applicably in order to accomplish the goal of safe and efficient operations and maintenance in accordance with standards and recommended practices.

You will receive an ICAO certificate if you complete the course successfully by passingthe mastery tests with more than average 80 percent.

Content

· CNS installation project management· Ground inspection on CNS facilities· Flight inspection on CNS facilities· Troubleshooting of the CNS system

Learning objectives

At the end of this course, the participants should be able to: · Manage a project for the CNS facilities installation · Perform the ground inspection on CNS facilities · Conduct the flight inspection on CNS facilities · Troubleshoot the CNS system failures

Target group

· Technical engineers and technicians in the field of CNS relevant departments· Supervisors or managers in the field of CNS relevant departments

Pre-requisites

· More than two-years vocational experience in CNS engineering· Good command of both written and spoken English

Introduction


Location DateUSD 970IAAA 22 to 24 Aug

Course Fee

ICAO Course 2018

(STP) Airport PBB Operations

This course provides airport PBB operators with the necessary knowledge, skillsand attitudes to ensure that airport PBB operation is implemented appropriately in accordance with PBB operations described in the manual and procedures of Incheon Airport.

Content

· Preparing PBB operation· Operating PBB facilities· Managing abnormal situations in PBB operation

Learning objectives

At the end of this course, the participants should be able to: · Conduct safety check-ups · Operate PBB facilities including docking and undocking · Handle abnormal situations appropriately in accordance with operation manual

Target group

· Entry level PBB operators

Pre-requisites

· Good command of both written and spoken English

Participants will receive an ICAO certificate if they complete the course successfullyby passing the mastery tests with more than average 80 percent.

Introduction


Location DateUSD 2,000IAAA 10 to 14 Sep

Course Fee

ICAO Course 2018

This course provides SMS safety managers with necessary knowledge, skills and attitude to implement and maintain an effective Safety Management System at an aerodrome, in accordance with ICAO Doc. 9981 PANS Aerodromes as stipulated in ICAO Annex 14, Volume 1 and in Annex 19.

Content

· M0 : General Introduction to Aerodrome Safety Management· M1 : Introduction to Safety Management· M2 : Safety Policy & Objectives· M3 : Safety Hazard & Risk Analysis· M4 : Safety Risk Management· M5 : Safety Assurance & Promotion

Learning objectives

At the end of this course, the participants should be able to: · Describe the structure and processes of an aerodrome SMS based on an understanding of safety management concepts · Develop a safety policy, objectives and procedures for the establishment of an effective SMS, including safety reporting and emergency response planning · Analyze aerodrome operational hazards and safety risks · Conduct aerodrome operational safety assessments, as per PANS-Aerodromes, for safety risk management, aeronautical and compatibility studies · Conduct safety assurance activities for the monitoring and measurement of safety risk management and safety performance at an aerodrome

Target group

· SMS safety managers and SMS practitioners from airport operators· Officers of ground handling organizations· Aircraft operators and safety management officers of air traffic services· Civil aviation administration regulators· Aerodrome airside operation relevant officers· Aerodrome security personnel

Pre-requisites

· More than two-years vocational experience in the airside operation· Good oral and written command of the language of instruction

(ITP) Safety Management incorporating PANS-Aerodrome

Introduction


Location DateUSD 1,300IAAA 9 to 13 July

Course Fee

ICAO Course 2018

Training Instructors Course (TIC) Part2

The ICAO TRAINAIR PLUS TIC is a two-part course that will enable participants tomethodically conduct training courses in accordance with ICAO Instructor CompetencyFramework and develop the required training strategies for course delivery. The TIC willtrain instructors to deliver STPs, based on the TRAINAIR PLUS methodology, as well asconventional courses. For TIC Part 1 (online) registration, participants are requested toregister through the ICAO online store

Content

· Training Preparation· Training Delivery· Training Reports

Learning objectives

At the end of this course, the participants should be able to: · Prepare a training environment including facilities, equipment and instructional material · Manage the trainees by using effective training strategies · Conduct training with a variety of instructional methods as required for the training · Perform trainee assessments appropriately, objectively, and correctly · Perform course evaluations effectively · Complete training reports for course improvement

Target group

Pre-requisites

· University degree and equivalent qualifications and experience in one or more civil aviation field(s) or in adult learning development and training· Computer skills using contemporary software programmes and· Good oral and written command of the language of instruction

· Pre-service and in-service instructors with little or no formal training background· Aviation training instructors and aviation professionals who are dedicated to the implementation of competency-based training programmes· Subject matter experts and specialists who wish to upgrade their instructional competencies· Current instructors who wish to refresh and upgrade their trainer competencies· Supervisors or managers in the field of CNS relevant departments

In addition, successful completion of the online ICAO/JAA TO STP Instructional Techniques Course(TIC Part 1) is mandatory to participate in TIC Part 2.

Introduction


Location DateUSD 1,900IAAA 5 to 16 Nov

Course Fee

ICAO Course 2018

Training Developers Couse (TDC)

The Training Developers Course (TDC) is developed by the International Civil AviationOrganization (ICAO) Global Aviation Training (GAT) Office and is offered to the aviationcommunity on the premises of a TRAINAIR PLUS Member. The TDC will train civil aviationcourse developers to design and develop Standardized Training Packages (STPs), based on ICAO’s Training Development Guide, Competency based Training Methodology (Doc 9941).

Content

· Preliminary Study/Job Analysis/Population Analysis· Design of Curriculum/Design of Module/Production & Developmental Testing· Evaluation

Learning objectives

At the end of this course, the participants should be able to: · Analyse training needs · Analyse job tasks and target populations · Determine training objectives · Sequence objectives and group them into modules · Prepare and validate tests · Design training modules · Develop course content and produce training material · Conduct validation delivery of training material and · Identify and recommend post-training activities, including planning and monitoring on- the-job training

Target group

· Aviation professionals who wish to develop competency-based training courses· Instructors who wish to enhance their course development skills for instructor- dependent material and· Heads of departments· Training managers, supervisors and professionals who want to increase their productivity as developers of training and educational programmes


Online Course 2018

Airport Customer Service Quality Management

Location Time Course FeeOnline 20 Hours USD 280

Introduction

Content

· Airport customer service standards· Outsourcing SLA Evaluation· VOC(Voice of Customer) management· Customer survey management· Airport community alignment

Learning objectives

At the end of this course, the participants should be able to: · Adapt airport customer service standard and outsourcing evaluation skills to airport terminal inspection · Utilize voice of customer and airport customer survey management know-hows when checking response from airport users · Gather consensus opinion of airport entities using Service Improvement Committee

Accessible the registered course for 3 months

· Airport service managers who have just started or have several years of experience on airport customer service quality management

Attendance 100%

Target group

Conditions for completion Duration

This course is designed for airport service managers in charge of managing airport customer service quality to provide necessary tips and know-hows about how to manage it appropriately.

From M1 and M2, trainees shall learn inspection skills by service managers of airportauthority or service providing company. The one is called airport customer servicestandard and the other outsourcing SLA evaluation.

Finally, in M5, trainees shall realize the way to combine airport community togetherthrough decision making process of executive levels and staff motivation activities.

At the end of this module, trainees can realize the various airport customer service quality skills of Incheon Airport which has won ASQ airport customer satisfactionsurvey No.1 Place for 12 years and get motivated to enhance service conditions oftheir own organization.

Moreover, from M3 and M4, trainees shall get the knowledge of managing airport userreaction by the form of voice of customer or airport customer satisfaction survey.

Location Time Course Fee

This course provides airport PBB operators with the necessary knowledge, skills and attitudes to ensure that airport PBB operation is implemented appropriately in accordance with PBB operations described in the manual and procedures of Incheon Airport.

· Preparing PBB operation· Operating PBB facilities· Managing abnormal situations in PBB operation

· Employees who are newly assigned as PBB operators

Attendance 100%

Accessible the registered course for 3 months

This online course can be used as a prerequisite learning about basic knowledge of PBB operation before exercising the facilities in the field.

At the end of this course, the participants should be able to:

Introduction

Content

Learning objectives

Target group

Conditions for completion

Duration

· Conduct safety check-ups· Operate PBB facilities including docking and undocking· Handle abnormal situations appropriately in accordance with operation manual


Airport PBB Operations

Online Course 2018

Online 10 Hours USD 170


2018

Professional Program

Customized Course

· Aerodrome Operations - Airside access and safety management - Aerodrome surface management - Lighting/Marking system - Communication, Navigational aids and Surveillance (CNS) system - Emergency planning - Rescue and fire-fighting - Wildlife inspection management

· Airport Security Management - Airport security design - Universal security audit program/ National civil aviation security program - Airport contingency plan - Airport security facilities and system

Introduction

Customized courses are available for organizations needing for more in-depth analysis of their current issues. IAAA designs training program for single participatingorganization to precisely meet the training needs. Highly practical courses, based onIncheon International Airport’s best practices in airport construction, operations andmanagement, provide new approaches and solutions to the issues participants are facing in their work. Participants will acquire necessary knowledge and practices to enhance airport operations efficiency and service quality through lectures, airport field visit and case studies.

The requirements are at least 15 participants from a single organization and registrationmust be completed 2 months in advance for the course design and development

Available Modules

Requirements

· Business Management/Strategy - Aviation policy - Aviation industry insight - Airport business framework - Master planning and airport development - Incheon Airport vision & strategy

· Airport Terminal Operations - Passenger terminal planning - Information and Communication Technology (ICT) applied to airport - Baggage Handling System(BHS) in mega airport - Energy saving in the Heating, Ventilation and Air conditioning (HVAC) Operation - Disposition of Transport facilities - Environmental factors(noise, air pollution, GHG, etc.) management

· Concession/Retail Management - Concession marketing and planning - Retail service management - Airport commercial operations

· Customer Service Management - Airport customer service standards - Outsourcing management - VOC(Voice of Customer) management - Airport community alignment for customer centric culture


2018

NGAP Program

Introduction

It has been recognized by the international aviation industry that there will be an anticipated shortage of skilled aviation professionals in the near future. In order toaddress this important issue, IAAA is offering NGAP(Next Generation AviationProfessional) courses for undergraduate students.

Customized course for undergraduate students provides overall understanding of airport management and operations to enhance the knowledge of aviation industry.NGAP program includes field visits to Incheon Airport and surrounding area to help participants boost field experience related to their major.

The requirements are at least 15 participants from a single organization and registrationmust be completed 2 months in advance for the course design and development

· Aviation policy and industry overview· Aerodrome operations · Customer service & revenue increase· Cargo & logistics /Aircity· Field Visit※ Course content can be changed upon request

Content

Requirements

Customized Course

Date post:	20-Jun-2018
Category:	Documents
Upload:	dangthuan
View:	215 times
Download:	0 times

2018 Training Program - airport.kr · 2018 Training Program Period Course Fee Best Practice Course...

Documents