- info@whitestoneinternationalcollege.org.uk
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Whitestone International College of Innovation delivers quality-assured, standards-aligned programmes that integrate academic rigour, industry relevance, and digital fluency to develop principled leaders who deliver measurable impact.
- London, United kingdom
- +44 20 3727 6493
-
Info@whitestoneinternational
college.org.uk
United States
United Arab Emirates
India
Courses
Advanced Professional Certificate in Ground Operations Supervision & Service Quality (SLAs & KPIs)
The Advanced Professional Certificate in Ground Operations Supervision & Service Quality (SLAs &
KPIs) is designed to develop frontline and middle-level supervisors
Course Overview
The Advanced Professional Certificate in Ground Operations Supervision & Service Quality (SLAs &
KPIs) is designed to develop frontline and middle-level supervisors who are responsible for running
safe, punctual, and customer-focused ground operations across airlines, airports, and ground
handling agents (GHAs). The programme brings together day-of-operations control, staff/task
supervision, SLA compliance with airline customers, KPI reporting, A-CDM awareness, safety/SMS
interfaces, and service recovery — so supervisors can translate daily targets into disciplined ramp
and passenger operations.
Why This Course is Important?
- Airline contracts are SLA-driven: GHAs and airport service providers must prove delivery (OTP, mishandled bags, PRM response, turnaround time).
- Supervisors are the control point: Well-trained supervisors prevent delays, rework, and ground damage before they happen.
- Data = credibility: Knowing how to build and report KPIs improves audit scores and customer confidence.
- Career progression: This is the “bridge” course between operational staff and duty officer/station management roles.
Learning Outcomes
By the end of this programme, participants will be able to:
- Supervise day-to-day ground operations (ramp, passenger, baggage, cargo interface) using checklists and briefings.
- Interpret and apply Service Level Agreements (SLAs) signed with airline/airport customers.
- Define, collect, and report Key Performance Indicators (KPIs) such as OTP, baggage performance, safety findings, and customer service metrics.
- Coordinate teams during irregular operations and service recovery while maintaining safety and customer communication.
- Conduct line checks, toolbox talks, and on-the-spot coaching to improve team performance.
- Support audits (airline, airport, ISAGO) through proper documentation, incident reporting, and corrective actions.
- Escalate operational, safety, and customer issues using a clear command/communication structure.
Target Audience
- Ramp, passenger, baggage and cargo supervisors/team leaders
- Control centre / day-of-operations staff in GHAs and airlines
- Quality/safety focal points who support station operations
- Senior agents preparing for duty officer / shift-in-charge roles
- Airport/aviation academy learners aiming at supervisory positions
Entry Requirements
- Prior operational experience in airport/ground handling/airline station work is strongly recommended.
- Ability to communicate in English in an operational environment (IELTS 5.5 or equivalent suggested).
- Familiarity with basic ramp/passenger/baggage processes.
Programme Structure & Modules
- From “doer” to “controller” – responsibilities and delegation
- Interfaces: airline, airport ops, GHA units, security, maintenance
- Using SOPs and station instructions as the single source of truth
- Anatomy of an SLA for ground handling
- Turnaround time, boarding performance, PRM response, baggage targets
- Linking SOP compliance to customer satisfaction and audit scores
- Core KPIs: OTP, DNB/MHB (mishandled baggage), safety reports, training compliance, GSE readiness
- Data capture on the ramp/at the gate; incident and delay code usage
- Basic A-CDM awareness and milestone monitoring
- Preparing daily/shift reports for station or airline customers
Pre-flight/shift briefings and task allocation- Real-time monitoring of services: fueling, catering, cleaning, baggage, boarding
- LMCs and last-minute gate changes – supervisor’s role
- Handovers between shifts and between airside/terminal teams
- Spotting unsafe acts/conditions and correcting on the spot
- Using safety reports and inspections to improve performance
- Preparing for airline/airport/ISAGO audits – evidence, logs, and corrective actions
- Coaching and on-job training (OJT) for junior staff
- Handling high-stress flights, delays, cancellations, VIP/irregular passengers
- Customer-facing communication for airlines’ ground reps and flight crew
- Station-level ops files, checklists, equipment logs
- Root-cause thinking for recurring problems
- Creating simple improvement actions and tracking closure
Awarding Body
Whitestone International College of Innovation
United Kingdom
Qualification Type
Advanced Professional Certificate
(Industry-aligned, regulated qualification issued by Whitestone International College of Innovation, UK)
Delivery Mode
Classroom – London (UK) / Dubai (UAE) campuses
Live Online – Instructor-led virtual sessions
Blended Learning –Pre-study materials + workshops + capstone assignment
Duration
4 days (intensive) or 2 weeks (part-time/blended)
CPD Hours: 24–28 hours
- Assessment: MCQ/short-answer test + KPI/reporting exercise + Capstone Performance Pack
- Certification: Successful participants receive the Advanced Professional Certificate in Ground Operations Supervision & Service Quality (SLAs & KPIs) from Whitestone International College of Innovation (UK).
- Clear, documented supervisory standard for multi-airline/multi-handler stations
- Stronger SLA compliance and measurable improvement in OTP and baggage performance
- Better readiness for airline/airport/ISAGO audits
- Progression pathway to Professional Diploma in Aviation Ground Operations & Turnaround Management
Aligned with the intent and practices of IATA AHM/IGOM, airline station management requirements, and ISAGO oversight principles for ground handlers; interoperable with airport A- CDM processes and suitable for inclusion in approved airport/airline/GHA training frameworks.
Programme Fees
Clear Fee Structure With No Hidden Costs
£
650
Per Course
-
Industry-focused programmes with global standards.
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Practical skills for real-world success.
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Academic excellence with career-ready outcomes.
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