The effectiveness of any quality management system (QMS) depends greatly on the competence of the staff using it. Darwin Airline ensured that their staff were proficient by structuring training programmes using Gael Academy following the implementation of Q-Pulse.

Based in Lugano, Switzerland, Darwin Airline is a regional carrier flying to destinations across Europe. After selecting Q-Pulse to manage their QMS, the airline required a structured training solution to aid deployment.

"Following rapid growth since our first flight in 2004, we identified a need to further invest in our QMS as our compliance issues grew with our size," says Catherine Cron, Auditor. "With any QMS, it is of vital importance is that the system is embraced and adopted by the employees using it."

During the implementation of Q-Pulse, the primary users within the airline were given in-depth training required to administer the system. However, Catherine was challenged with the task of rolling out training to those users who required only intermittent access to the system.

She added: "Q-Pulse is a very robust system with a wide range of functional applications. However, from an occasional user’s point of view, this can appear daunting and may deter some individuals from using the system, which has a damaging effect on the QMS as a result."

To help new users understand how Q-Pulse works and how it can be applied to their job role, Darwin complemented their installation with a subscription to Gael Academy.

With more than 130 Q-Pulse and general compliance-related courses delivered online, trainees can access their customised training plan when and wherever is appropriate.

Catherine continued: "Once trainees experience Academy, they are more confident in working with Q-Pulse – even if they encounter a problem that they don’t know the answer to, they know where to look."

Catherine was also keen to promote the benefits of Academy from an administrator’s point of view: "I am able to customise each user’s training plan to ensure they are competent in the specific area of the system concerned with their role. I also have full visibility of their progress and can recommend further coaching where required."

With new courses being added regularly as well as a twice-monthly series of web-based presentations delivered through Academy Live, users at Darwin Airline can rely on a 24 hours-a-day, 7 days-a-week, flexible learning resource.