Examine the concept of sustainability in aviation.Social, economic and environmental impacts Regulatory and institutional framework Technological and operational improvement

1- Identify key factors for a sustainable aviation sector. 2- Address specific environmental challenges within your organization. 3-Contribute to the timely implementation of improvements on technology, operations and infrastructure, such as the design and use of more direct air routes, more suitable ATM procedures, and regional ATM initiatives

Airside and ramp safety. Aircraft handling operations. Aircraft movement. Turnaround plan. Aircraft loading functions. Load control functions. High efficiency factors.

Manage the off-loading / loading procedures of aircraft

Operational functions of the airport Rescue, fire fighting and other support services Airport issues and challenges The future of airports Technological developments

Flight schedule based, highly accurate passenger traffic forecasts, passenger arrivals at different nodes (filters) in the passenger process (arrival, departure, transfer), capacity constraints (number of counters, lanes, gates etc. as well as areas) over time horizons from 1 day to several years (operational, tactical and strategic planning horizons).

Defining Good Customer Service Achieving Real Excellence in Customer Service Dealing with Difficult, Rude or Indifferent Customers Caring for Yourself as well as your Customers Handling Complaints with Empathy and Efficiency

Handle difficult customers and situations Make the most of every customer contact Develop customer loyalty Feel confident in any customer situation

CDM to develop efficient airport and ground operations processes Key issues associated with A-CDM
Building trust with airport partners A-CDM business case Developing an effective A-CDM implementation project Defining the requirements, including IT tools to support an A-CDM project
Current and future decision making tools

Design and run an A-CDM project Explain the A-CDM concept, as a way of working, to others Build trust among partners to facilitate the sharing of information Maximize the use of shared information to build efficiency Streamline airport and ground operations processes to gain benefits

Regulatory framework Organization and management Flight operations management composition
Management responsibilities Flight operations environment Flight operations department Human factors in flight operations Management systems in flight operations

Review the regulatory requirements Describe the flight operations department organization List the flight operations department duties and responsibilities Outline the management systems requirements
Summarize Human Factors applications in flight operations

Airport types and airline requirements Processes within passenger terminal operations Operating characteristics of Baggage Handling Systems (BHS) Lost and mishandled luggage Slow processing
Infrastructure planning and processes Measuring efficiency and performance Managing baggage handling teams Outstation operations and control Improving existing systems and processes Contingency towards uninterrupted services Future developments in BHS

Identify main problems in your baggage handling Analyze the impact of mishandled baggage for stakeholders Measure the performance of a handling system at an airport or outstation Improve baggage handling processes and infrastructure Identify planning requirements and airport infrastructure improvements Discuss solutions based on best practices, using IATA’s experience with industry-wide projects Identify main problems in your baggage handling Analyze the impact of mishandled baggage for stakeholders Measure the performance of a handling system at an airport or outstation Improve baggage handling processes and infrastructure Identify planning requirements and airport infrastructure improvements Discuss solutions based on best practices, using IATA’s experience with industry-wide projects

Introduction to the human factors concept The influence of human factors in aviation Comparing human error and technical fault incidents How human factors can improve safety Examples of human error and technical fault incidents (exercise) Analysis of initiating and modulating factors Analysis of the “Top-12” human factor issues in ground operations Responsibilities for monitoring, reporting, training and auditing Communication, responsibilities and Standard Operating Procedures (SOP)

Know the human factors that can impact your ground operations Evaluate the situation at your station and recommend solutions for reducing human error Cooperate with your teams to address potential threats in your operations Manage processes to control human factors in your operations Communicate the importance of human factors initiatives to your colleagues and stakeholders

Modes of communicaition in ATC and keeping radio and radar contact with aircraft. Introduction to Air Navigation. STAR and SID to an airport. ATC terminologies. ATC Processes procedures and systems.

Easy undertstanding of the work frame of the Air Traffic Controller and how it interplays with other functions at as airport.

Definitions, concepts and history Aviation Human Factors, management and the organization Human performance in aviation operations Fatigue and stress and how to manage them Human information processing and operational decision-making Human error and threat management Threat and Error Management (TEM) in flight operations, air traffic control and cabin operations Resource management training on the flight deck and in air traffic control Automation in the workplace The design of Standard Operating Procedures (SOPs) and checklists

Be conversant about basic aviation Human Factors concepts Understand key human performance issues relevant to aviation operations Integrate Human Factors knowledge into key areas of aviation operations Apply operational Human Factors knowledge to safety investigation activities

International requirements: ICAO-SMS framework, EASA, FAA, Transport Canada, IATA Common root cause analysis errors Problem solving process Defining the problem Problem definition tools
Problem cause data collection tools Root cause analysis cycle Root cause identification tools
Five “why’s” Cause and effect diagram (or the fishbone diagram) Fault tree analysis Key steps to conducting an effective root cause analysis Corrective action Corrective action plan development
Corrective action plan follow-up IOSA and ISAGO Corrective Action Record requirements

Describe the principles of root cause analysis Explain the objectives of root cause analysis as a procedure to find and evaluate the causes of problems Summarize the root cause requirements under ICAO, FAA, EASA and IATA Describe the problem solving process Use problem cause data collection tools Apply root cause analysis tools Develop efficient corrective action plans Describe the IOSA/ISAGO requirements to complete corrective action records

Ensuring continued compliance with aviation security standards Preparing organizations for a security audit by third parties Assessing threats and protecting equipment, locations and other assets Identifying and managing security risks Allocating resources and measuring results
Integrating human factors into your organization Building a security culture in non-security personnel Communicating with stakeholders in counter security entities in emergency situations

Align your organization’s procedures with civil aviation security legislation Improve how you utilize your personnel, equipment and budget Apply industry best practices for recruitment, training and people management Develop your ability to respond to crisis situations

Passenger data definitions API, IAPI, PNR and their characteristics Data elements and where they can be found Data transmission methods Messaging standards Regulatory constraints

Compare the common and divergent characteristics of today’s data exchange systems Outline the processes that can support and strengthen industry security and national border control capabilities
Describe the regulatory foundation for these systems and their constraints Recognize agreed data elements and data transmission standards Incorporate passenger data exchange into your country’s national security and facilitation program

Airline capital structure and cost classification Sources and application of funds Cash management and financial planning Airline financial control Capital budgeting

Evaluate the financial manager’s role within the airline management team Conduct financial analyses
Initiate change and improve performance using a functional approach to cost management Apply your knowledge thanks to hands-on experience with airline case studies