Bombardier Customer Services Customer Web Seminar · Bombardier Customer Services Customer Web...

1

Bombardier Customer Services Customer Web Seminar

Andy Nureddin, VP, Customer Services & SupportJanuary 26th, 2011

22

AgendaAgenda

2010 Review2011 Plan to put You. First.Q&A session

33

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

44

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

55

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

0

29-N

ov-1

0

13-D

ec-1

0

27-D

ec-1

0

10-J

an-1

1

24-J

an-1

1

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

66














Opened RSOs in India & Dubai

Hired 18 people to work around the world



AOG Parts


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

88

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

99
















Appointed champion to lead initiative

Increased inventory by $25.2M worldwide



AOG Parts


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

1111

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

1212













Added 5 ASFs & Schiphol Service Center

Added 4 simulators



AOG Parts


Customer Care




Appointed champion to lead initiative

Increased inventory by $25.2M worldwide

1313

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

http://upload.wikimedia.org/wikipedia/commons/d/d7/Schiphol-plaza-ns.jpg

1414

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

1515

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

1616

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

1717

AgendaAgenda

2010 Review2011 Plan to put You. First.Q&A session

1818

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




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

1919

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

2121

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.

2222

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

2323

3 - ResponsivenessAdding aircraft in Dubai to be filled with parts and occupied by an MRT for quick response within the Middle East and Asia

2424

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

2525

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

2626

5 – International Support In 2010, we hired 18 Customer Support Professionals

Russia

China

India

Europe

Hong Kong

Brazil

Kazakhstan

Nigeria

Worldwide:

Middle East






2727

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






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

Bombardier Customer Services Customer Web Seminar · Bombardier Customer Services Customer Web...

Documents

Transcript of Bombardier Customer Services Customer Web Seminar · Bombardier Customer Services Customer Web...