Third Annual Analyst & Investor Meeting Customer Services
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Transcript of Third Annual Analyst & Investor Meeting Customer Services
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EmbraerThird Annual
Investor MeetingSão José dos Campos
Nov. 21-22, 2002
Artur CoutinhoCustomer Services VP
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CustomerServices
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Global Coverage
• Embraer Customer Services worldwide locations.
Botucatu
Fort Lauderdale
Sao Jose dos Campos
WeybridgeParis
Beijing
Dallas
Melbourne
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Customer Service Philosophy
•Embraer is focused on understanding and meeting the requirements of its customers.
• Focus on customer satisfaction and close communication
• The right part, at the right place, at the right time, at a fair price
• Responsive and customized support services.
Brazil 10,430
North America 205
Europe 190
Asia/Australia 37
Embraer Employees
Customer Services Employees
Brazil 410
North America 120
Europe 100
Asia/Australia 13
Brazil 10
North America 32
Europe 28
Asia/Australia 6
Field SupportRepresentatives Count
Aircraft Supported
650 ERJ 135/140/145
350 EMB 120 Brasilia
300 EMB 110Bandeirante
100 EMB-121 Xingu
150 AM-X
600 EMB-312 Tucano
180 EMB-326 Xavante
Update: November 2002
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Full Support
Embraer Customer Services is a highly empowered organization, designed to support customers in every aspect of aircraft operation. C u s t o m e r
S e r v i c e
MaterialSupport
LogisticSupport
field & technical support
costs & reliability
operational support
training
CIS/Aerochain
suppliers interface
account managers
TechnicalServices
MaintenanceServices
stock quality
spares planning
pricing
special programs
e-commerce
provisioning
Components repair and overhaul
warranty management
spares sales
spares logistics
AOG support
Aircraft repair
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•Embraer uses cutting edge technology to offer a wide range of services to streamline maintenance, parts and operations.
Innovation in Services
AEROChain/Customer Integration System (CIS)• Embraer Internet portal that supports maintenance &
operations.• Digital market place• MRO• VMI (Vendor Monitoring Inventory)
Spares Global Support Packages• Optimized provisioning to fleet hour agreements• Heavy Check Solutions• Collaborative inventory planning
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Customer Services Added Value
A/CDEVELOPMENT
- Operationaland
maintenanceneeds
AFTER SALES SUPPORT
- Customers technical support- Customers’s loyalty and Embraer image improvement
- Revenues
PRODUCTION & A/C SALES
- Active participation on sales campaigns - Feedback from the field and
from fleet operations
Year5
Year0
Year20
Year35
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Added Value: Development Phase
• In the product development phase, Customer Services brings its experience and lessons learned from Customers operations, helping Embraer with:– Engineering support,– Simultaneous engineering focused on fleet
performance improvement and maintenance costs reduction.
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Added Value: Production Phase
• Customer Services monitors the technical and operational issues ocurring during operations, as well as the Customer needs, helping to find the solutions.
• Customer Services takes an important role in the a/c sales process, helping to provide competitive advantage for our products and the best cost equation to the customers.
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Added Value: After Sales Support
• By monitoring fleet operation continuously, Customer Services helps to improve:– Customers loyalty, providing technical solutions
that help the reduction of operational and maintenance costs,
– Product image, helping to increase the fleet performance levels,
– Company image, resulting of its positive attitude and commitment with Customers.
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Added Value: Revenues
• Maintenance services– EAMS
• Spare Parts sales• Logistic services• Global Support Program• AEROChain
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Revenues: Maintenance Services
Per region (%)
USA
Europe
Canada&Caribean
Latin America
Africa&M.East
Asia
Per market segment (%)
< 30 pax
30/60 pax
60/90 pax
90/120 pax
Per type of service (%)
Airframe
Components
Engine
Painting
• Maintenance services (0-120 pax), will amount to US$ 106 billion in the next ten years, with the following breakdown:
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Revenues: EAMS Services
• The Embraer Aircraft Maintenance Services will supply services in 2003, to regional operators in the USA, with the following breakdown:
Airframe
Components
Painting
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Revenues: Spare Parts Sales & Logistic Services
• Embraer spare parts sales worldwide in 2002 :
• Embraer provides pool services, parts exchange, parts rental and parts consignment in Europe and USA
USA
Europe
Brazil
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Revenues: Global Support Program
• As a result of a new aviation environment, Embraer Customer Services also offers to the market a “Global Support” Program.
• This program assures to the airlines, by a fixed cost, a pre-defined set of maintenance services, opening for Embraer a new business oportunity.
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Revenues: AEROChain
Embraer’s e-marketplace provides the following services to the aerospace industry: spare parts trading, planning and collaboration tools, technical support, access to technical publications, training and maintenance management tools.
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Revenues: AEROChain (cont)
• In addition, AEROChain’s features will allow Embraer to:– Increase it’s revenues in part sales,– Reduce some administrative and material costs,– Reduce inventory levels.
• AEROChain will also improve our relationship with Customers, helping them to reduce inventory levels (e.g.: Express Jet, with 2.000 items in 6 locations).
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Leading the Industry
• According to Meridian International Research, Embraer offers the best product support among regional aircraft manufacturers.
Customer Satisfaction Survey
5,65-3rd Fairchild-Dornier5,785,492nd Bombardier6,676,551st Embraer
20011999
Note: This customer satisfaction survey is performed each two years by Meridian International Research