Course description

The main Product and Service offering of Aviation is Customer Experience. However, with many diverse aspects of the customer Journey and different elements of product offering, how can we be sure that there is optimum delivery and that we meet the customer's expectations? The most effective way is to conduct regular focused Product & Service Audits to ensure that we find problems and rectify them before most of our customers do. Many of the world's award-winning aviation organizations utilize audits to provide strategic reviews of the products and service delivery of the organization.

This course is designed for people who have little or no auditing experience or plan to launch product and service audits, so here you will learn how to get up and running with Product & Service Auditing. The course aims to look at various aspects of the auditing process. We will get you to conduct audits and guide you on the most effective way to get started, add value to your organization, and improve or enhance its product and service offering.

Learning outcomes

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

Understand why having a product & service audit system can facilitate product & service enhancements
Gain an understanding of how to write an effective plan of action for an audit
Clarify what the key elements of the audit are and how to build an audit
Learn how to conduct an aviation-based audit effectively
Explain the value of the audit findings concisely and produce a short report on the audit conducted with clear, concise findings

Who should attend