Supporting Airlines in Latin America and Caribbean...
Transcript of Supporting Airlines in Latin America and Caribbean...
Presented by Felipe LAGOS Customer Support Director
Airbus
Supporting Airlines in Latin America and Caribbean Region
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Airbus is the leading commercial aircraft
manufacturer, offering the most modern family of airliners on the market
Airbus Defence and Space is the European
leader in space programmes and state-of-the-art solutions for armed forces and civil
security
Airbus Helicopters, the top civil-sector helicopter manufacturer, offers the world largest civil and
military helicopter range
Airbus Group is a European flagship which unites the capabilities of three market leaders: We make things fly
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138,000+ Total workforce
€857.5billion Order book
€60.7billion Annual revenue
We are part of Airbus Group
Data to end 2014
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Airbus is a global aircraft manufacturer
Passion - Our global workforce is united by a passion for aviation and restless desire to create better ways to fly
55,000 Employees
€42billion Annual revenue*
10yrs Backlog
400 Operators
Data to end 2014
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
AIRBUS: 2015 Business Performance
Today
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Presence - An Airbus takes off or lands every
2 seconds
16,100+ Aircraft sold
60 Produced monthly
25,000+ Daily flights
9,300+ Delivered
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Latin America and Caribbean Region at a glance
46 countries & territories
>600 million inhabitants
Source: Airbus GMF
Latin American and Caribbean airlines will enjoy the third highest traffic growth worldwide (2015-2032)
80% of urban
population
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Latin America and Caribbean Region Evolution Aircraft in operation have increased by 63% 4.5x increase in the backlog
AIRLINES
AIRCRAFT IN OPERATION
AGE FLEET (years)
BACKLOG (direct buy)
100
800
16
150
80
1300
9.7
680
2000 Today
Source: Airbus Market Forecast, Ascend, IATA
+
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2011 – 2015 orders for Airbus in Latin America and Caribbean Region
7 A330 Family
40 A320neo 40 A320neo 12 A320ceo
6 A330-200F
44 A320 Family (including 30 A320neo)
151 A320 Family (including 133 A320neo)
(including 48 A320neo) 4 A330-200
20 A320ceo
67 A320 Family 35 A320neo Family
Airbus orders
426 orders in Latin America since 2011
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
is well positioned in Latin America and Caribbean Region
Brasil 6
550
40
13
Airbus Fleet 28 operators with
609 aircraft in-service
A300
A320Fam
A330
A340
Source: 30 November 2015 Page 9
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Airbus’s backlog in Latin America and Caribbean
158
115
35 40 50 40 5 2
33 21
6
Avianca LATAM Azul Volaris VivaAerobus Interjet AviancaBrazil
AerolineasArgentinas
Via Lessors
From Airbus
Brasil
New aircraft to be delivered
Airbus aircraft backlog
More than 500 new aircraft to be delivered
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Key activities 3 operating units of expertise aligned with airlines process
3 operating units for transversal activities
Engineering & Maintenance
Flight Operations
Customer Support
Programmes
Services by Airbus
Innovation, Digital, Transformation and Competences
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
AirbusWorld
Key benefits + On-line access + Intuitive interface + Innovative & customized to airlines needs
+ Reliable with 24/7 service availability and Help Desk support
+ Secured via login/password identification + Easy way to administrate your own users
Unique access to all Airbus on-line data and services
On-line business communities aligned with airlines’ processes: Operate, maintain and upgrade your aircraft, manage the aircraft supply chain, train your staff.
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Engineering & Maintenance
+ Engineering Support + Maintenance Programmes & Services + Technical Data + Aircraft Embodiment Operations
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Mission: Contribute to safe, reliable and economical operations of Airbus aircraft
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
AIRTAC
Airbus Technical AOG Centre providing high quality support 24/7
Worldwide technical support for AOG & work stoppages
Key benefits + Team with direct airline background and deep experience in providing
technical support to airlines + Unique understanding of the airlines’ concerns and constraints, total
dedication in minimizing aircraft downtime
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
TechRequest
Pre-defined forms
Request routing & assignment
Acknowledgement
Dashboards
Notifications
The Airbus web-based collaborative solution to manage technical queries !
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Technical Data and Operational Manuals
Appropriate, accessible and accurate manuals and Tech Data
Key benefits + One advanced tool to look up all technical data + One Technical Data vision consistent across all fleets + 100% digital + More and more interactive with other Airbus software applications
+ All manuals and technical data to safely operate Airbus aircraft
+ Available on-ground, on-line and on-board
+ Compliant with International Civil Aviation standards
+ Flexible revision service
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In case of the unexpected…..
Turnkey services for complex repairs and embodiment solutions
Key benefits + Accelerate aircraft availability + Airbus expertise and facilities with dedicated and experienced teams + Pre-defined and cost-effective repair solutions + Proven and robust part 145 – qualified process
+ Deliver, Repair and embodiment services on time, at cost and at appropriate quality level, including CAMO maintenance tasks
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Flight Operations
+ Customer Support + Operational Documentation + Flight Operations Policy + Flight Training material
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Provide Airlines’ Flight Operations and Flight Training organizations with the necessary data and means to train and to operate all Airbus aircraft safely and efficiently
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Flight Operations Customer relationship
Digital communication Daily answers to queries WISE Knowledge Base Web Conferences AirbusWorld
Keeping a close communication with our customers
Events Flight Ops & Training Symposium Flight Ops Engineering & Doc regional
seminars Flight Ops & Training regional seminars Flight Operations Safety Assessment
Seminars (FOSAS)
Direct contacts Operation Liaison Visits (OLV) Regional proximity support
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Programmes
+ Programme management of Customer Services activities
+ Supplier Support Management & Operations
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Programmes Missions
+ Monitor fleet performance and customize
recommendations + Organize technical symposiums and coordinate Forum
with Airlines for Interactive Resolution (FAIR)
+ Supplier Management for Customer Services including performance measurement & improvement.
Programme management of Customer Services activities
+ Coordinate, establish and implement Entry into Service plans
+ Be actively part of Supplier selection and contracting process
In-development programmes In-service programmes
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Supplier Support Management
Set support standards with suppliers
Supplier Support Conditions Input to supplier selection BFE & engine industry standards
Measure supplier in-service performance
Annual Supplier Support Rating Collaborative platform and performance dashboard
Improve supplier performance
Improvement plans on AirbusWorld Support Process Capability Assessment
Resolve customer requests for supplier support
A worldwide team to escalate customer issues
Communicate Regional Support Improvement meetings (SIM)
AirbusWorld Trilateral meetings
Airline training
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Customer Support
+ Airlines’ primary interface for Customer Support, ensuring the highest level of safety and customer satisfaction.
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Customer Support Mission
Customer Support, the voice of the customer in Customer Services, towards innovation, integration and internationalisation + Support aircraft sales, manages customer credit and product warranties, contract administration
Contracts Management
+ Supports aircraft operations from Entry into Service preparation, throughout the whole operational life and ensures the highest level of customer satisfaction
Customer Support
+ On site representatives provide technical assistance and help in solving in-service issues.
Field Service Offices
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Field Service Manager
Customer Support Director
Field Service Manager
+ Provides on-site technical assistance and helps to solve in-service problems
+ Acts as primary communication interface between operators and the Airbus organisation in coordination with the Customer Support Directors and all relevant Customer Services units
+ Establishes and maintains a sound customer relationship
Customer Support Director
+ Supports aircraft operations from EIS preparation, throughout operational life
+ Coordinates, implements and monitors services customized to meet customer’s specific needs
+ Ensures customer is fully satisfied
Customer Support: Key people interfaces at a glance (1/2)
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Customer Support Key people interfaces at a glance (2/2)
Flight Ops Support Director
+ Focal point for the airline Flight Operations & Training Department
+ Acts as direct and personal Flight Ops interface between the airline and Airbus Flight Ops & Training organisation in coordination with the Customer Support Directors and the Field Service Representative.
Customer Support Director
Field Service Manager
Flight Ops Support Director
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Customer Support for Latin America and Caribbean
Voice of the Customer presentation 2016
Washington
Miami
FIELD SERVICE OFFICES
Mexico El Salvador Colombia Ecuador
Chile Brazil
Argentina
Hamburg Toulouse
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+ A complete portfolio of end-to end life cycle solutions
+ Customized packages of Services through bundling
+ Continued adaptation to customers' evolving needs
+ Benefit from the unique expertise from Airbus and its family companies: SATAIR Group, Airbus ProSky…
Services by Airbus
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Training Services Upgrade Services Flight Hours and LRU Services Flight Operation Services Engineering & Maintenance Services Material & Supply Chain Services Securing your operations and/or next Entry into Service (EIS)
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Aircraft “Entry into Service” in Latin America and Caribbean Region since year 2000
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Brasil A300/A310 A320 Family
(A318, A319, A320, A321) A330
A330 freighter A340
and coming soon….A320NEO
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A350XWB
© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
A350 EIS Typical Project Breakdown: Airbus Workstreams
Each Work stream co-led by : 1 Airbus Focal Point 1 Airline Focal Point
Breakdown can be adapted to Airline’s organization & needs
Maintenance & Engineering
Flight Operations Support &
Documentation
E-Operations
Training
A350 EIS Preparation Project •Airline EIS Project Leader •Airbus Customer Support Director
Materiel, GSE ,
Tooling & Supplier
Management
On-Site Support
Technical Data
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A350 EIS Preparation Project Steering:
Working Groups : As agreed reviews (focal points level) • Establish detailed roadmap, review deliverables progress, produce KPI
(Conferences Calls, WebEx)
Steering Review Meeting : Every 3 to 4 month • Strategic decisions/orientations based on steering outcomes
EIS Readiness Review Meeting : Every 3 to 4 months • Control of EIS preparation plan deployment and progress
Executive Meeting
Combined Meetings
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A350XWB EIS preparation project: I-Share tool
How?
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Generic Roadmap: Airlines & Airbus Work Streams & Milestones 1/2
EIS Project Management :Airline & Airbus Co-Steering
Material , GSE, Tooling & Supplier Management Work stream
Training Work Stream
Flight Operations Support & Documentation Work Stream
Flight Ops readiness review
Maint. Flight. Cab. Trainings Deliveries
Airline Material Management Strategy
EIS Executive Review Meeting & EIS readiness review meetings EIS
Spares package orders & deliveries.
Recommended spare parts list updates.
EIS
MMEL Delivery
EIS
EIS KOM
Airline Training Equipments Strategy
–24M –21M –18M –15M –06M –12M –09M –03M +03M
EIS
Software and manuals preparation (e-Doc Customization)
Initial Operating Experience
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Generic Roadmap: Airlines & Airbus Work Streams & Milestones 2/2
Technical Data Training
E-Operations Work Stream
Maintenance & Engineering Work Stream
E-Ops definition Kick-Off Meeting
E-Ops Preparation E-Ops Deployment & Tests
-Technical Data Reviews -Technical Data Delivery
Technical data Work Stream
Technical Review Meetings
Initial Airline A350 Structure Training
EIS
EIS
EIS
On-Site Support Work Stream EIS On Site Rep. deployments
Cabin & Systems Awareness Sessions
Deliveries
–24M –21M –18M –15M –06M –12M –09M –03M +03M
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Aircraft EIS: Key success factors
1
2
3
4
5
SPARES, SPARES, TRAINING, TRAINING
Know your aircraft
Understanding the project complexity
Project management approach: Dedicated Focal Points in Airbus and the airline leading and involving operational teams
YES, WE CAN! Evaluate your “Make or buy” policy: A case-by-case approach
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
© Airbus S.A.S. All rights reserved. Confidential and proprietary document. This document and all information contained herein is the sole property of AIRBUS. No intellectual property rights are granted by the delivery of this document or the disclosure of its content. This document shall not be reproduced or disclosed to a third party without the express written consent of AIRBUS S.A.S. This document and its content shall not be used for any purpose other than that for which it is supplied. The statements made herein do not constitute an offer. They are based on the mentioned assumptions and are expressed in good faith. Where the supporting grounds for these statements are not shown, AIRBUS S.A.S. will be pleased to explain the basis thereof. AIRBUS, its logo, A300, A310, A318, A319, A320, A321, A330, A340, A350, A380, A400M are registered trademarks.
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© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.
Understanding complexity: A350XWB EIS preparation project
Customer base
CSD & PMO
Programme Support
S Business Units
Other Stakeholders:
› OEM Suppliers,
› MROs
› Airworthiness
Hamburg Toulouse Washington
Miami
Sao Paulo
Santiago
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