Course Overview
The course will introduce the research tools and management information needed to understand the passengers' expectations of quality in an aviation products and services. Emphasis will be on the ISO model of continuous quality improvement to make an aviation organization more competitive and increase passenger satisfaction. Evaluation includes a case study report, presentation, key learning contributions and examination.
- Not offered this term
- This course is not offered this term. Notify me to receive email notifications when the course opens for registration next term.
Learning Outcomes
Upon successful completion of this course, the student will be able to:
- Define the products delivered by aviation service providers.
- Describe the reasons to focus on quality and service.
- Research passenger perceptions and priorities regarding quality and how these change over time.
- Describe the key players in the world of total quality management and their theories.
- Identify and use key concepts, terms and definitions related to total quality management.
- Describe continuous process improvement and the tools and techniques and use selected tools in a specific context.
- Evaluate performance guidelines in customer service delivery at an airport and airline.
Effective as of Fall 2022
Related Programs
Quality and Customer Service in Aviation (AIRC 2135) is offered as a part of the following programs:
- Indicates programs accepting international students.
- Indicates programs eligible for students to apply for Post-graduation Work Permit (PGWP).
School of Transportation
- Aviation Management and Operations
Diploma Full-time
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.