Post on 16-Apr-2018
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Bombardier Customer Services Customer Web Seminar
Andy Nureddin, VP, Customer Services & SupportJanuary 26th, 2011
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Progress on Our commitments to you for 2010
• Close 57 Top In-Service Issues
• Implement RIMP 1 on 100 a/c
• Launch Supplier Management & maintenance engineering teams
• Implement Regional Support Office Strategy
• Increase International Support Staffing
• Accelerate NFF improvements
• Increase Parts Inventory Worldwide
• Add Maintenance Capability in Europe & China
• Worldwide Simulator Expansion
• Launch Delivery Teams
• Increase Customer Advisory Awareness in Operator Community
Closed 52 issues to dateInstalled 735 components on 176 a/c to date
Aircraft Reliability and Quality
24hr worldwide support
AOG Parts
Service and Maintenance Support and Training
Customer Care
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Closed 52 Top In-service Issues
M45 Standby Gyro Reliability
M45 Aileron Quadrant/Spindle SB
M31A AHRS Support
M45 HP Shut-off Value
M45 Spoiler Rigging
M45 TR Switch Harness Reliability
M45 Emergency Batter Connector Access
M60 Tire Pressure Measuring System
M45 HP Shutoff Valve
M45 Ground Plug Bonding Problems
Ram Air Regulating ValveISI batteryHydraulic SOV Maintainability -Separate LRU for Actuator and Motor Refuel/Defuel Manifold LeakCL300 ADS-B OutLavatory/Baggage Door - Hard To CloseAileron TrimCabin Emergency Lighting EMTEQ EXIT signLanding Gear Corrosion Oxygen Panel Deploy SwitchPassenger Door Telescopic Strut AssemblyBrake Accumulator LeakageBrake Shutoff ValveFIREX Control UnitAFD Harness damage
DBU 5000 & CL604 ADS-B OutLAV inspection
Accumulator leakage
ACU exhaust duct corrosion
Tail cone/Tank MMEL relief
CL605 CDU6200 & CL604 EFD4077
Pilot Static Drain
ECS Single Pack Operation, cancelled
Windshield Wiper Removal
DBU 5000
HSTAB pin lubrication
Safety Valve Opening in Flight
Full Load of Fuel issues
RAT Manual Release Cable Bellows Redesign
Galley Chiller
Water Tank - 13 USG
Water Tank Pressurized System
Side ledge panel lids not user friendly
EVAC Rinse Valve
CTU, AEROCOM 3000 Phone
Cockpit Quick Reference “Gotcha” List
Equipment, Digital, Tapping
Hose Assembly (Heater Blanket Fouling)
Oxygen bottle leaks
Display Unit
Brake Assy Corrosion Inspection
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RIMP 1 – Implementation Progress
RIMP1 Components installed(on average each a/c requires approx. 8 components)
0
100
200
300
400
500
600
700
800
90008
-Feb
-10
22-F
eb-1
0
08-M
ar-1
0
22-M
ar-1
0
05-A
pr-1
0
19-A
pr-1
0
03-M
ay-1
0
17-M
ay-1
0
31-M
ay-1
0
14-J
un-1
0
28-J
un-1
0
12-J
ul-1
0
26-J
ul-1
0
09-A
ug-1
0
23-A
ug-1
0
06-S
ep-1
0
20-S
ep-1
0
04-O
ct-1
0
18-O
ct-1
0
01-N
ov-1
0
15-N
ov-1
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29-N
ov-1
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13-D
ec-1
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27-D
ec-1
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10-J
an-1
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24-J
an-1
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Tota
l # o
f com
pone
nts
inst
alle
d
ActualTargetPL plan
• Installed 735 components on 176 a/c to date• 38 a/c 100% RIMPed
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Progress on Our commitments to you for 2010
• Close 57 Top In-Service Issues
• Implement RIMP 1 on 100 a/c
• Launch Supplier Management & maintenance engineering teams
• Implement Regional Support Office Strategy
• Increase International Support Staffing
• Accelerate NFF improvements
• Increase Parts Inventory Worldwide
• Add Maintenance Capability in Europe & China
• Worldwide Simulator Expansion
• Launch Delivery Teams
• Increase Customer Advisory Awareness in Operator Community
Closed 52 issues to dateInstalled 735 components on 176 a/c to date
Opened RSOs in India & Dubai
Hired 18 people to work around the world
Aircraft Reliability and Quality
24hr worldwide support
AOG Parts
Service and Maintenance Support and Training
Customer Care
77
Added Regional Support Offices
Dubai – December 6th, 2010
Local roots bring our support organization closer to our customers.
Mumbai – April 20th, 2010Mumbai – April 20th, 2010
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In 2010, we hired 18 Customer Support Professionals
Russia
China
India
Europe
Hong Kong
Brazil
Kazakhstan
Nigeria
Field Service Representative
Customer Services Account Manager
Customer Liaison Pilot
Regional Support Office Manager
Customer Care Worldwide Support
Worldwide:
Middle East
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Progress on Our commitments to you for 2010
• Close 57 Top In-Service Issues
• Implement RIMP 1 on 100 a/c
• Launch Supplier Management & maintenance engineering teams
• Implement Regional Support Office Strategy
• Increase International Support Staffing
• Accelerate NFF improvements
• Increase Parts Inventory Worldwide
• Add Maintenance Capability in Europe & China
• Worldwide Simulator Expansion
• Launch Delivery Teams
• Increase Customer Advisory Awareness in Operator Community
Closed 52 issues to dateInstalled 735 components on 176 a/c to date
Opened RSOs in India & Dubai
Hired 18 people to work around the world
Appointed champion to lead initiative
Increased inventory by $25.2M worldwide
Aircraft Reliability and Quality
24hr worldwide support
AOG Parts
Service and Maintenance Support and Training
Customer Care
1010
Accelerate NFF Improvements
Dedicated full time leader, Robert Jacques, in place to drive the No Fault Found (NFF) initiative.
Achievements in 2010:
Implemented top 10 NFF components improvement plan on each program
Purge / Repair inventory
Implementation of 3 Strikes process
Introduction of the ISS team and the supplier Scorecard
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Bombardier inventory investment continues to grow
Parts inventoryRotable partsExpendable parts
$25.2M of incremental inventory invested across network$13.4M outside North America
Focus on critical items & No Go Items, MEL A & Bs
Reviewed and increased pool sizes to improve Top 25 availability
“Right parts, Right place” Strategy
ChicagoFrankfurt
Dubai
Sydney
São Paulo
Singapore
Hong Kong
Beijing
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Progress on Our commitments to you for 2010
• Close 57 Top In-Service Issues
• Implement RIMP 1 on 100 a/c
• Launch Supplier Management & maintenance engineering teams
• Implement Regional Support Office Strategy
• Increase International Support Staffing
• Accelerate NFF improvements
• Increase Parts Inventory Worldwide
• Add Maintenance Capability in Europe & China
• Worldwide Simulator Expansion
• Launch Delivery Teams
• Increase Customer Advisory Awareness in Operator Community
Added 5 ASFs & Schiphol Service Center
Added 4 simulators
Aircraft Reliability and Quality
24hr worldwide support
AOG Parts
Service and Maintenance Support and Training
Customer Care
Closed 52 issues to dateInstalled 735 components on 176 a/c to date
Opened RSOs in India & Dubai
Hired 18 people to work around the world
Appointed champion to lead initiative
Increased inventory by $25.2M worldwide
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Our new European Service Center will Help Satisfy Customer Needs
Located at Schiphol Airport, Amsterdam, NetherlandsFacility Overview
Opened Feb 22, 2010Formal Inauguration May 1, 201045,639 sq. feet of hangar space35 employeesLight to heavy maintenance capabilitiesObtained certification in seven monthsTechnicians trained on Learjet, Challenger and Global aircraft
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Evaluating requirements for any further expansions globallyEastern EuropeChinaIndia
Increased Quality standard requirementsBombardier Quality audits performed at 47 ASFsCustomer Satisfaction surveys standardized across entire network
Recent additionsAerovitro S.A. in Mexico - AOG LMF for Challenger and Global aircraft Lufthansa Bombardier Aviation Services GmbH (LBAS) - AOG LMF for Learjet, Challenger and Global airliners at Riga International Airport, Latvia. ExecuJet Malaysia – AOG LMF for Learjet, Challenger and Global aircraft at Kaula Lumpur, Lapangan Terbang SAAS International Airport Comlux Aviation Services - Challenger 300 aircraft accreditation to their ASF capabilities for Learjet and Challenger 600 series aircraft in Indianapolis, IndianaJet Aviation - Learjet 60 aircraft certification and maintenance capabilities offered forChallenger and Global aircraft in Moscow, Russia
We are Proactively Managing our Authorized Service Network
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Training Sites – Bombardier Owned and Authorized Montréal, Quebec – BAT
Global 605 Pilot Training Challenger 850/870 Pilot Training Maintenance Training
Dallas, Texas - BATPilot Training:
Learjet 31/40/45/60Challenger 300Challenger 604/605
Maintenance Training
Dubai, UAE – CAE ATPGEX Pilot Training
Burgess Hill, UK – CAE ATPLearjet 40/45 Pilot Training Global Pilot TrainingMaintenance Training
Morristown, NJ – CAE ATPChallenger 300 Pilot Training
Dallas, Texas – CAE ATPGlobal Express Pilot Training
BAT and ATP common courseware for consistent quality & delivery worldwide
Amsterdam ,Holland – CAE ATPGlobal Pilot TrainingChallenger 300 Pilot Training
new additions this year
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Entry-into-service Delivery Teams
Provide immediate, on-site support during the post-delivery phaseShare best practices with our Customers
Teams Deployed in 2010:
Global: 35Challenger: 11Learjet: 8
Preliminary survey results show 100% Customer satisfaction with delivery team performance
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Gallup survey showing consistent trend of improvement
3.11
3.33 3.33
3.58
4.013.92
4.154.16
3.20
Sat 90th percentile: 4.52
Sat 75th percentile: 4.33
Sat 50th percentile: 4.06
Sat 25th percentile: 3.77
2.0
2.5
3.0
3.5
4.0
4.5
5.0
Wave 1(May 06)
Wave 2(Nov 06)
Wave 3(May 07)
Wave 4(Dec 07)
Wave 5(Jun 08)
Wave 6(Mar 09)
Wave 7(Nov 09)
Wave 8(May 10)
Wave 9(Dec 10)
Ave
rage
Sur
vey
Scor
e
In-Service SatisfactionTrend
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While there are solid indications we are on the right track and improvements have been made,
we are implementing a plan to put you first and achieve more –
at a faster pace.
2020
Priorities and focus areas
World-Class Customer
Engagement
Profitable Growth
Bus
ines
s
OperatorsOperators PrioritiesPriorities Focus AreasFocus Areas
Aircraft Reliability
1
Parts Performance
2
Responsiveness 3
No Fault Found Parts
4
International Support
5
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1 – Aircraft Reliability Scope & Definition of Pioneering RIMP Program
Status
Launch Date
Scope
Description
RIMP - Phase 1
Will have replaced over 1000 components by end of Q1 2011
Q1 2010
16 Modifications
Components that are currently available, or will become
available shortly .
Designed to bring the older aircraft up to the level of the
newer fleet.
RIMP – Phase 2
Q2 2011
50+ Modifications
Components that have indicated 20 or more
unscheduled removals yearly. Solutions are still in
investigation by engineering and suppliers.
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2 – Parts Performance Bombardier investing over $180M US
Parts inventoryRotable partsExpendable parts
$180M US to be in place across network by end of 2011
Will be establishing parts depot in Hong Kong by end of Q1 2011
Will also be introducing guarantees around Parts performance by end of Q2 2011
“Right parts, Right place” Strategy
ChicagoFrankfurt
Dubai
Sydney
São Paulo
Beijing
Singapore
Hong Kong
Narita
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3 - ResponsivenessAdding aircraft in Dubai to be filled with parts and occupied by an MRT for quick response within the Middle East and Asia
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4 – No Fault Found Parts NFF/DOA Guarantees & Commitments
GuaranteesDead On Arrivals (DOA), we will pay for shipping and man hours
FSR and CRC recommendation to change part and doesn’t solve the original failure event, we will pay for shipping and man hours
Parts “Confirmed Unused” in AOG situation, we will void restock charges
CommitmentsImplement more stringent NFF/DOA criteria to aggressively manageSuspect & Rogue units
Continue engagement with suppliers to implement NFF / DOA policy
Guarantees will be in place by March 1, 2011
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5 – International Support Four New Regional Support Offices (RSOs) in the next 12 months
RSO DubaiOpen
RSO DubaiOpen
RSO MumbaiOpen
RSO MumbaiOpen
RSO SingaporeQ3 2011
RSO SingaporeQ3 2011
RSO Hong Kong Q1 2011
RSO Hong Kong Q1 2011
RSO BrazilQ2 2011
RSO BrazilQ2 2011
RSO RussiaQ3 2011
RSO RussiaQ3 2011
RSO SydneyQ2 2011
RSO SydneyQ2 2011
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5 – International Support In 2010, we hired 18 Customer Support Professionals
Russia
China
India
Europe
Hong Kong
Brazil
Kazakhstan
Nigeria
Worldwide:
Middle East
Field Service Representative
Customer Services Account Manager
Customer Liaison Pilot
Regional Support Office Manager
Customer Care Worldwide Support
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5 – International Support In 2011-2012, we will hire 25 Customer Support Professionals
Worldwide:
2 AOG Coordinators 24/74 Tech Reps4 Mobile Repair Team
2 AOG Coordinators 24/74 Tech Reps4 Mobile Repair Team
Europe
Field Service Representative
Customer Services Account Manager
Customer Liaison Pilot
Regional Support Office Manager
Customer Care Worldwide Support
Mechanic
Kazakhstan
Russia
China
Hong KongIndia
Nigeria
2 FSR2 FSR
Brazil1 CSAM1 CSAM
Middle East
1 CSAM1 CLP
1 CSAM1 CLP
1 CSAM1 RSO Manager1 CLP
1 CSAM1 RSO Manager1 CLP
Australia
1 FSR1 FSR
1 CLP1 CLP
1 CLP2 Mechanics
1 CLP2 Mechanics
2 FSR2 FSR