EBACE Show News - May 22, 2008 - (Page 10)

EBACE 2008 P&WC Steps Up Its European Service logistics, service engineering, Faced with a massive increase engine maintenance programs in the number of engines in and warranty. It even has a resservice, Pratt & Whitney ident representative from DHL Canada decided to invest to ensure parts are shipped in heavily in its customer supthe fastest way possible. port operations to keep Pratt Canada changed the customers happy—and flyway it measures the effectiveing. Operators in Europe ness of its support from how have been major beneficiarquickly it could deliver a part to ies, with engine-related how quickly it could get an airdowntimes cut in half and the plane back into service. promise of parts delivery “Getting the whole team sinwithin an average 12 hours gularly focused on that one of placing an order. Support vp Maria Della Posta. “ We w i l l h a v e 5 0 , 0 0 0 metric has really paid off,” said engines in service within five years, about Della Posta. “We set that objective at no more 10,000 more than now,” says Maria Della Posta, than 24 hours worldwide, and in a lot of cases vp of customer support, who notes it took ten we’re able to do it faster. We’ve achieved a years for the previous 10,000 unit increase. 24 hours maximum in North America. We’ve The rapid ramp-up called for a determined still got a little more work to do in the rest of the strategy if customer support was to keep up, let world but we’re well on our way. We’ve essenalone improve. tially halved the time for return to service since “Our strategy had three areas of particular we launched the Customer First Centre a little focus,” said Della Posta. “To improve every over a year ago, in February 2007.” aspect of support and parts delivery, to restrucCustomers now contact the center instead of ture our front line support systems to assist with their local field representatives, and they call in AOGs and parts distribution, and to constantly more often because it is easy and replies are quick. benchmark our products to continuously Much of the contact is by e-mail. “Contact has increased 10 times since we launched the cenimprove reliability.” Leading the charge is P&WC’s Customer First ter,” said Della Posta. It fielded over 40,000 calls Centre, which is just celebrating its first year in in its first year, and made about that many proacoperation. This 24/7 call center offers a single tive outbound calls to customers alerting them point of contact for customers; it brings together to Service Bulletins or issues raised by trend monunder one umbrella experts in technical support, itoring of worldwide fleets. —John Morris Pratt Taps Gate V for PW500s, JT15Ds Pratt & Whitney Canada Customer Service Centre Europe GmbH has appointed Gate V Aircraft Maintenance GmbH of Vienna, Austria, as a recognized maintenance facility to provide Level I support for PW500 and JT15D series engines. Gate V, a Part 145 approved maintenance organization, operates a 2,500-square-meter hangar at Vienna Airport and has its own airfield. Level I support comprises all line maintenance processes. P&WC’s global customer support comprises a Customer First Centre for 24/7 frontline assistance, over 30 P&WC-owned and designated service facilities, field representatives on all major continents, mobile repair teams available around the clock, a pool of 1,000 P&WC rental and exchange engines, and advanced diagnostic capabilities. EASA Nod for SVS on Gulfstream Jets Synthetic vision has been approved for European-registered Gulfstream 350/450/500/550 aircraft fitted with PlaneView cockpits. Gulfstream (Booth 7478), in partnership with Honeywell (Booth 322), developed the synthetic vision primary flight display (SV-PFD) that displays three-dimensional full-color terrain imagery generated from a digital terrain elevation database contained in Honeywell’s E-GPWS, providing a virtual VFR window during conditions of darkness or clouds. The SV-PFD is available as an optional upgrade for PlaneView-equipped aircraft and it will be standard equipment aboard Gulfstream’s new 7,000 nmi range G650. For legacy Savannah-built Gulfstream aircraft, SV-PFD will be installed as a series of aircraft service changes, Gulftream’s term for factory service bulletins. Gulfstream was the first transport category airframe manufacturer to achieve certification of a synthetic vision system, as well as the first such company to earn approval for use of an EVS as a means of detecting approach lights and the runway environment in lieu of natural vision while flying instrument approaches. —Fred George P&WC Parts in Brazil & Australia Two new parts distribution centers in Australia and Brazil will double Pratt & Whitney Canada’s global spares network when they open by 2009. They follow the opening of a parts distribution center in Amsterdam 18 months ago that has enabled P&WC to deliver parts to customers within the region in an average of 12 hours, and sometimes in as little as four. The other center is in Singapore. “From Amsterdam you can fly to just about anywhere in central, western, eastern Europe, the Middle East and Africa. It’s really made a huge difference,” said Maria Della Posta, vp of customer support. The Amsterdam warehouse stocks about 5,000 part numbers and leverages third party experts in logistics and distribution. Distribution is crucial, she noted. “Availability is not really the issue for us, it’s the ability to get the parts there quickly.” The parts distribution centers have increased the effectiveness of the Customer First Centre as well, she said, because the center can help troubleshoot a problem, determine which parts are needed and order them from the closest distribution center to the customer. Rapid processing of the order will usually get the parts on a flight that day. “Our customers have given us feedback on what’s of high value to them: First, they want a product that performs flawlessly, and then, when they need us, they want us to be highly responsive and easy to do business with. The Customer First Centre and our parts distribution capability have really gone to the heart of it.” 10 May 22, 2008 www.aviationweek.com/shownews http://www.aviationweek.com/shownews

Table of Contents Feed for the Digital Edition of EBACE Show News - May 22, 2008

EBAA Bestows Awards Honeywell APUs Gain DayJet Not Hurting Eclipse Airbus Cabins in China Lisa Flies Its Akoya Single P&WC Service Boosts AMAC Aerospace Debuts FirstCall Telemedicine First Lineage to Prestige The TBM 850 is All New A Far Larger DC Aviation Midcoast for Falcon Work Tailwind Offers CRJ200 Jet Aviation for Utah

EBACE Show News - May 22, 2008

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