Introduction
The programme “Smart Airport Management” develops professional practice in Aviation. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from aviation operations, safety management, and service quality to customer experience development and complaint handling, with practical work on designing digital transformation and developing services, occupational safety, risk assessment, and prevention, maintenance planning, work orders, and execution measurement. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Analyze an aviation or airport process and connect its safety to coordination, data, and controls in an application related to “Smart Airport Management”.
- Assess digitization opportunities and define implementation requirements that improve a service or process.
- Prepare a work risk assessment and prevention and response plan based on the hierarchy of controls.
- Build a maintenance plan and work order connecting asset criticality, resources, and documentation.
- Design a service journey and complaint response based on customer needs and follow-up evidence.
Learning areas
1. Aviation Operations, Safety Management, and Service Quality
- Define the operation type, participants, and responsibilities of the operator, airport, maintenance, and ground services, referring to the relevant regulatory framework.
- Analyze work handovers, timing, information, and human factors, identifying error and coordination points affecting operational safety.
- Apply the concepts of safety policy, risk management, safety assurance, and safety promotion to a training case relevant to the subject.
- Select data and indicators for monitoring reliability, compliance, and service quality, checking data confidentiality and the validity of trend interpretations.
- Prepare an improvement or response scenario at the planning and simulation level, following operating manuals and recognizing that training does not authorize technical work. The application examines a case related to “Smart Airport Management”.
2. Designing Digital Transformation and Developing Services
- Distinguish information digitization, step automation, and business model transformation, and identify the problem targeted by the digital intervention.
- Map the beneficiary journey, touchpoints, and repeated data requests, and identify opportunities for simplification before selecting technology.
- Analyze readiness across procedures, skills, data, and technical infrastructure, and document gaps and dependencies on existing systems.
- Specify solution, integration, access permission, usability, and accessibility requirements, and establish testable acceptance criteria.
- Design a limited-scope pilot with indicators for time, quality, and use, and define conditions for continuing, adjusting, or stopping.
3. Occupational Safety, Risk Assessment, and Prevention
- Identify task hazards, exposed people, and site conditions, gathering information from observations, records, and equipment instructions.
- Estimate the risk level and select appropriate controls from elimination, substitution, engineering controls, administrative controls, and personal protective equipment.
- Review work procedures, permits, isolation, communication, and supervision according to the task, and define responsibility for stopping unsafe work.
- Analyze an incident or near miss using facts and evidence, examining systemic causes and failed controls beyond blaming individuals.
- Prepare a tabletop emergency exercise and an inspection, awareness, and follow-up plan, assigning field execution to qualified personnel under approved procedures.
4. Maintenance Planning, Work Orders, and Execution Measurement
- Inventory assets and build a hierarchy, coding system, technical data, and maintenance history, classifying criticality by safety, service, and cost.
- Select a mix of preventive, condition-based, and corrective maintenance, connecting the decision to failure modes, data, and manufacturer instructions.
- Plan the work order's scope, resources, materials, time, isolation, and permits, and define readiness conditions before scheduling.
- Organize schedules, shutdowns, and equipment handovers between operations and maintenance, recording actual work, causes, parts, and time.
- Analyze backlog, recurrence, plan compliance, and reliability, and propose documented adjustments to maintenance tasks and their frequency.
5. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact.
Practical outputs
- An aviation process map, risk register, and indicator and follow-up plan.
- A digital transformation roadmap covering the beneficiary journey and implementation requirements.
- A task risk assessment and an inspection, training, and response plan.
- A maintenance plan, work schedule, work order card, and monitoring indicators.
- A customer journey map, complaint response guide, and service quality cards.
Who should attend
- Engineers, technicians, supervisors and operations staff whose work relates to the programme subject.
- Managers and teams working in aviation, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Smart Airport Management” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Smart Airport Management” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.