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1 2014 IATA GLOBAL TRAINING PARTNER CONGRESS

2014 IATA GLOBAL TRAINING PARTNER CONGRESS

IATA AND TOURISME MONTRÉAL SAY WELCOME & BIENVENUE TO MONTREAL!

Mark Hubble, IATA’s Senior Vice President Marketing and

Commercial Services, welcomed participants to the 6th Training Partner Congress. As economic conditions have direct impact on both air travel and training activities, he started his presentation with a few highlights on the global economic outlook. Mr. Hubble further explained that for the past year, IATA has undergone many internal changes meant to improve the

IATA ACTIVITIES (VISION & PRIORITIES)

ITDI – MAKING A DIFFERENCE

SPONSORED BY:

ITDI’s mission is: “To provide top quality training to aviation and travel professionals worldwide.”

Victor de Barrena, Director ITDI, presented the drivers that support ITDI’s motivation to excel and make a difference in the training business. He highlighted that air travel demand is projected to continue to grow in the coming years, leaving a gap in the skilled labor force. He also presented statistics that show demographic changes and shifts in the key working age groups (age 15–59) across the world in the next 20 years. All these factors explain how IATA is formulating its training strategy for the coming years.

Mr. de Barrena stressed that there is a need for harmonized training standards and for IATA and partners to align and deliver training consistently. He concluded that IATA will soon introduce a quality management with the following key measurements: reaction to training, knowledge transfer, behaviour change and business results.

Ismail Albaidhani, Head Global Partnership and Learning Innovation IATA, offered a warm welcome to Montreal to all participants of the 6th Global

Training Partner Congress. He remarked that 2014 is truly a special year as IATA has the pleasure to host its partners at its headquarters for the first time.

Mr. Yves Lalumiere, CEO Tourisme Montreal,

overall member/ customer/ partner satisfaction, enhance operational/ decision-making effectiveness, and get closer to markets/ members/partners. The IATA training partners play a pivotal role in IATA’s new vision and 4 pillars Strategic Framework.

IATA’s revised organizational structure guiding principles focus on the Global Development (Standard setting) and Regional Delivery (Regional Sales, Account Management & Managing Training

officially opened the conference by welcoming over 150 participants from 43 countries. He thanked IATA for its importance and influence in the airline industry and announced that Tourisme Montreal is honoured to be one of IATA’s partners. The goal of this event is to connect with and engage partners in sharing ideas for the future, as well as create great networking opportunities. Another goal Tourism Montreal was happy to support IATA with was helping participants discover some of the many facets of this great city. On behalf of all participants, Mr. Albaidhani delivered a commemorative plaque to Mr. Lalumiere as a thank you for Tourisme Montreal’s generosity and sponsorship of this global event.

2014 is truly a special year as IATA has the pleasure to host its partners at its headquarters for the first time.

Center Operations) concept. This new structure better aligns with airline operations and has training representatives in all IATA divisions.

IATA GLOBAL TRAINING PARTNER CONGRESS | 27–28 MAY, 2014 | MONTREAL QUEBEC

2 2014 IATA GLOBAL TRAINING PARTNER CONGRESS

GLOBAL LEARNING PANEL DISCUSSION GROUP

Representatives from the Middle East, Asia, Europe, Africa and Americas engaged in a discussion on regional differences and

outlined core competencies and trends seen around the world. It is clear that a one size fits all solution cannot be developed. However, all panellists agreed

on noteworthy points such as: the need to bridge the gap between what the industry needs and what the educational institutions deliver, that academic programs should be dynamic and constantly evolve and that it is very important to put learning into context.

Why do we partner? Mr. Albaidhani emphasized that “the

future of business success, in my view, is no longer focused on a company vs another company model, rather it is concentrated towards a network vs network. And those that join the strongest network have a better opportunity to succeed. The IATA partnership team shared the key challenges, opportunities and proposed 2014 action plans for the push partnership models: ATC, ATS, RTP and academic partners. Highlights included product expansion, regional support and performance tracking for ATCs and ATS’; early scheduling, training needs assessment and career path development for RTPs; close account management, follow up and regional support for the academic partnerships.

The ATC Plus model is a pull-

DAILY NEWS

PARTNERSHIP ACTIVITIES UPDATE – NEW ATC PLUS MODEL BUILDING A LEARNING CULTURE

Mr. Todd Treible, explained that FedEx Express is part of the

FedEx Corporation, a company with approximately 300,000 employees worldwide. Its annual revenues of $44 billion are accomplished through the power of the FedEx Culture. Learning supports the culture at FedEx across many different roles, geographies & regions of the world. Three videos featured core cultural values at FedEx: doing whatever it takes to be on time and what the Purple Promise means from a courier perspective.

Mr. Treible revealed how the FedEx Courier Training Program

was recently reinvented. In a pilot project launched in Asia Pacific, the former 10 day classroom program was transformed into an 8 day iPad course and led to improvements in the learning outcomes and significant cost savings.

FedEx worked with IATA and contributed to the development of the ATC+ model. They are currently working on a “Partnership Connect” business model, in which they may work with other IATA ATCs and ATS’ to have those organizations deliver training to FedEx customers in regions where they may not have the resources to deliver external training.

type methodology that will give partners the flexibility to provide industry relevant and recognized training courses that are not part of IATA’s curriculum. IATA will review the courses from a content and quality perspective. Once endorsed, the partner will be able to use them locally. The organization must own the training course content and have a proven existing market base. The rationale behind this partnership model is to foster innovation and develop new products which are relevant to your market. This is in line with the partnership concept wherein we realized that it will not be possible to have IATA Training Centers located worldwide, and thus it was imperative to partner with strategic organizations to deliver our courses. In a similar vein, it is theoretically very difficult to have the subject matter expertise to deliver all the courses that are relevant to your market.

Mr. Wissam Hachem, VP Learning & Development, shared with the audience

a case study of how learning & development is approached at Etihad Airways. Having celebrated 10 years of existence at the end of 2013, Etihad is rapidly growing and is trying to manage the risks that come with growth: aligning people to strategy, performance culture, sourcing talent, development & succession. Mr. Hachem shared a few examples of development programs meant to nurture, manage and engage talent and that have systematically developed the culture at Etihad Airways. It was interesting that Mr. Hachem emphasized the success of the IATA RTP and ATC models, as the key drivers in helping Etihad Airways build effective career developmental

plans for his organization. He concluded by stressing that talent exists, we just need creative mechanisms to tap into it.

3 2014 IATA GLOBAL TRAINING PARTNER CONGRESS

CUSTOMER EXPERIENCE INSIGHT - PANEL DISCUSSION GROUP

BUILDING AVIATION CAPABILITY FOR THE FUTURE

ICAO’S GLOBAL AVIATION TRAINING OFFICE TRAINAIR PLUS PROGRAM

Mr. Diego Martinez introduced the ICAO training mandate, its 4

pillar strategy and objectives. Mr. Martinez explained that “TRAINAIR PLUS is an ICAO program that provides a methodology to build training courses, facilitates International sharing of Standardized Training Packages (STPs) and supports training centres to build their training capacities.“

ICAO and IATA joined forces and established the I-TRAIN partnership program under the Global Training Alliance. The first I-TRAIN Diploma Program specializes in Aircraft Operations Management and includes 4 core competency courses: Human

PARTNER OR PERISH: NEW REALITY IN A GLOBAL EDUCATION MARKET

Representatives from the different segments of the industry (travel & tourism, airport, airline management, ground operations, cargo, air navigation service providers & civil aviation) shared the

needs and challenges faced by their industry and the best practices to address them.

DAILY NEWS

Mr. Paul Marca, Executive Director at Stanford Center for Professional Development, revealed that one of Stanford’s key focuses is the development of relationships with global

partners who align with the Stanford vision and mission. Among some the reasons Stanford believes it is essential to partner are: wanting to make an impact, needing to access new markets and students, wishing to bridge organizational gaps and gain local market knowledge. Mr. Marca also shared a few of Stanford’s partnership guidelines and pitfalls.

Mr. Marca highlighted the 2 successful strategic partnerships that Stanford has with IATA: the Aviation Management Certificate and the Executive Aviation Strategy Program.

Resource Management (IATA), Project Management Essentials (IATA), Leadership Development & Succession Planning (IATA), and Safety Management & Oversight (ICAO). The two specialization courses are: Operations Excellence (IATA) and Flight Operations (ICAO). Other diplomas are currently under development.

4 2014 IATA GLOBAL TRAINING PARTNER CONGRESS

over 90% of organizations believe that technical project management skills and strategic and business management skills are teachable. On the other hand, only 66% of organizations feel leadership skills are teachable. Mr. Sims also announced the recently published case study on IATA’s active involvement in project management to help fuel professional competency development. The interesting results of a survey given to students who participated in IATA project management training courses are also included in this case study.

2014 Worldwide Top 10Aircargo Training Center of Japan - JapanAir Travel & Related Studies Centre - KenyaAkbar Academy of Airline Studies - IndiaEtihad Airways Aviation Academy - UAEFedEx (Federal Express Corporation) - USAIITC - India International Trade Centre - IndiaJapan Aircargo Forwarders Association - JapanPatriot Aviation College - IndiaQatar Aeronautical College - QatarSpeedwings Academy for Aviation Services - India

Africa Top Performing ATC - 2014Nairobi Aviation College - Kenya

Career Institute - Uganda

Kadosh Training Services Ltd - Mauritius

ATA Tourism College - Ethiopia

Hotel and Tourism Training Inst. Trust - Zambia

Americas Top Performing ATC - 2014CNS - USA

Asia Pacific Top Performing ATC - 2014Advanced Tourism International College (ATIC) - Malaysia

Franklyn Scholar - Australia

Europe Top Performing ATC - 2014AFT-IFTIM Formation Continue TFTL - France

Mega Airlines Studies - Greece

Syntea S.A. - Poland

Middle East Top Performing ATC - 2014Higher Institute for Studies and Training - Oman

Syscoms Information Technology Institute - UAE

Zabeel International Institute of Management and Technology - UAE

South Asia Top Performing ATC- 2014Kuoni Academy - India

International Aviation Academy of Sri Lankan Airlines - Sri Lanka

Bird Education Society for Travel and Tourism - India

Trade Wings Instiwtute of Management - India

Louis Preston School of Travel and Tourism - Sri Lanka

2014 Worldwide Top RTPATNS Aviation Training Academy - South Africa

2014 Worldwide Top ATSDGM Aero Training Center - CAMAS Formation- France

Airport College - France

IFMA - Institut de Formation aux Métiers de l’Aérien - France

The Japan Air Cargo Institute for Safety (JACIS) - Japan

IATA 2014 TRAINING PARTNER AWARDS

SHAKE UP LEADER DEVELOPMENT: NEW EXPECTATIONS, NEW TECHNOLOGIES!

Mr. Jordan Sims, Director Organization Relations and Programs at PMI, put

across that Human Capital is still the #1 challenge globally and that only 45% of organizations align talent programs to organizational strategy. Companies with effective alignment of talent management to strategy conduct talent management differently.

The talent triangle illustrates that a well-rounded project manager not only needs the technical project management skills, but also needs to focus on their strategic, business management, and their leadership skills. PMI’s study shows that 66% of organizations are struggling to find sufficient resources with adequate technical project management skills and that

Ms. Michelle Humes, Senior Learning Solutions Manager at

Harvard Business Publishing, pointed out that the changing workplace calls for a different kind of manager: “one that is able to influence a complex network of resources to get work done.” She explained how the learning design needs to change in order to address these new realities by answering 3 critical questions:

1. What is the experience we want your leaders to have?

2. Who contributes to the learning?

3. How do we engage leaders?

Ms. Humes stressed the importance of the joint Leadership & Management Training Program, which

DAILY NEWS

combines eligible IATA distance learning courses with components of Harvard ManageMentor (HMM).

THE NEW SKILLS TALENT TRIANGLE

5 2014 IATA GLOBAL TRAINING PARTNER CONGRESS

The Customer Service and Operations Team, presented a few system and

customer service improvements. ATC partners will now have direct access to the LMS and can benefit from up-to-date reporting and cost efficient student management. The team also introduced the newly launched exam on demand and proctored online exam services,

The IATA Aviation & Cargo portfolios product manager gave an overview of the

existing and in development courses in these two distance learning programs.

Two presentations followed from the Embry Riddle Aeronautical University (ERAU) and from the Royal Melbourne Institute of Technology (RMIT).

Kies Rietsema from ERAU introduced the new distance learning IATA - ERAU Supply Chain Management Certificate Program, which can be offered to the IATA partners. The two courses included are: Integrated Logistics Management course from ERAU and Cargo Introductory Course from IATA.

Rachel Zito from RMIT started her presentation by stressing

The IATA T&T product managers opened the session by highlighting the

results of a survey administered to more than 100,000 travel agents worldwide. They then described the passenger journey and the existing and in development courses for each cycle.

Two presentations followed from the Canadian Tourism Human Resource Council (CTHRC) and from the Vocational Instruction and Software INC (VIASINC).

which will be made available to ATC partners for more flexibility in running their operations and reaching wider target audiences.

The team then shared the results of the 2014 customer voice survey, such as details on:

• Students find out about IATA training mostly through friends’ or colleagues’ referrals, the IATA website or IATA training partners

AVIATION & CARGO PROGRAMS BREAKOUT SESSIONthe significance of the English language for the aviation industry and by introducing some of the products offered by RMIT English Worldwide. RMIT has partnered with IATA to offer its partners a program that will enable participants, such as pilots and air traffic controllers, the opportunity to meet or exceed the required international safety

and quality standards through the RMIT English Language Test for Aviation.

During the discussions, it was recommended that two new products are developed: Human Factor for Ground Staff in DL/ Online format and Aircraft Crash/ Incident Investigation in DL format.

TRAVEL & TOURISM PROGRAM BREAKOUT SESSIONWendy Swedlove from CTHRC mentioned that because of low birth rates & reliance on young people, the projected shortages in the tourism section will be over 45,000 in 2015 and up to 230,000 in 2030. The following strategies to address shortages and enhance competitiveness were identified: retention (training, recognition), attraction and increase labour supply.

Jennifer Stauff from VIASINC gave an overview of the GDS

QUALITY, CUSTOMER SERVICE AND OPERATIONS UPDATES

AWARD CEREMONY DAY 2 RECAP

training courses developed in collaboration with IATA and showcased simulated commands and free form emulators on different GDS systems.

Language diversity was brought up as the main challenge to be dealt with.

• Based on successful learning experiences, 94% of the students would take another ITDI course

• The Net Promoter Score, which indicates the likelihood that students will recommend IATA training to colleagues of friends, was 64.

• Students have highly rated the instructional quality and the overall experience at an IATA ATC.

2014 IATA GLOBAL TRAINING PARTNER CONGRESS

CULTURAL EVENT AT THE MONTREAL BOTANICAL GARDEN