By Chimwemwe Mangazi:
Expectations are high that the country will reduce revenue lost through weak border patrols following a Total Quality Management in Airport Security training course organised by a South Africa based consultancy and research firm, the Africa Institute for Capacity Development (AICD).
The course, which starts today in Lilongwe, provides guidance to aviation security personnel at a managerial level on quality management in airport security and associated pro-active initiatives that are in accordance with quality management standards and airport industry leading practices.
AICD-Malawi Admission Officer, Alexander Njikho, said Total Quality Management (TQM) defines a management concept for long-term success through customer satisfaction.
“Modern airports have acknowledged the importance of ensuring a positive customer experience. Focusing on passenger satisfaction rankings and passenger spending, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience.
“Besides service level agreements and measurements, airports are starting to focus more on satisfaction drivers and customer expectations, while also adopting TQM techniques and methodologies of other sectors, such as logistics, hospitality and telecommunications,” Njikho said.
The two-week long course will encompass guidelines and case studies using TQM concepts The course will be taken by local civil aviation authorities and their Gambia counterparts.
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