News : Airbus CEO Takes Steps to Improve Product Support
Grand Prairie, TX, USA, Feb 27, 2015 -- Airbus Helicopters has undertaken a broad effort to improve its traditionally market-lagging product and customer support, both in North America and globally, the company recently told AIN.
Since taking over as Airbus Helicopters president and CEO in 2013, Guillaume Faury has pledged that the company will work to raise its customer support satisfaction to industry-leading levels. As part of this broad transformation plan, Airbus Helicopters has instituted a number of company-wide initiatives to improve customer and product support. Worldwide, Airbus Helicopters increased its spare parts inventories in 2014.
In the U.S., Airbus Helicopters Inc. (AHI), the U.S. division, has steadily increased the spare parts inventory at its Dallas/Fort Worth Logistics Center.
"Here in the U.S. market we have strong, successful customers who demand higher standards," said AHI CEO Marc Paganini. "They demand that we deliver parts on time and keep their helicopters flying. Those are the goals my team works toward every day. Our customers will accept no less."
In addition to increasing inventories, AHI has made several process changes aimed at improving responsiveness, including setting up a dedicated customer support organization that assigns a customer service manager (CSM) to every customer. The CSM’s job is to make sure that customer issues are being addressed and to aid them in better anticipating and managing their spare-parts and service needs. CSMs also are now handling MRO quotes and scheduling. They are working with customers to learn how to use all of the management information capabilities that are built into the Airbus Helicopters Keycopter online system, which can be used to track and monitor aircraft performance and maintenance records for individual aircraft and entire fleets.
AHI is using Keycopter and customer records to gain better understanding of service issues and develop better predictive capabilities, thereby minimizing unscheduled maintenance. It also will provide operators guidance on how to fly to maximize operational availability.
Posted by Veronica Silva Cusi, news correspondent
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About Airbus Helicopters:
Airbus Helicopters is a global helicopter manufacturing and support company. It is the largest in the industry in terms of revenues and turbine helicopter deliveries.
Published: Monday, March 2, 2015