AHOC November 2014 TURBOMECA

Transcription

1 AHOC November 2014 TURBOMECA

2 Turbomeca Strategy SMS deployment IFSD rates reducing Network deployment Customer satisfaction increase MTBUR increase TATs reducing Dynamic product strategy - New range of product BOOST service

3 TMG POSITIONNING Challenging area TMG PROXIMTY SUPPORT 1 TM FRONT OFFICE SITE 1 4 CERTIFIED MAINTENANCE CENTER 5 TURBOMECA GERMANY YOUR DEDICATED FRONT OFFICE 50 employees 250 customers 29 countries 1400 engines CERTIFIED DISTRIBUTOR FIELD REPRESENTATIVE TURBOMECA NETWORK TOGETHER FOR CUSTOMER SATISFACTION FOR PROXIMITY SERVICES

4 TMG NETWORK DEPLOYMENT More proximity TMG PROXIMTY SUPPORT 1 RESPONSIVNESS QUICK REPAIR PROXIMITY TURBOMECA NETWORK YOUR DIRECT SUPPORT Dedicated FO SFO customers 5 countries Arriel / Arrius CERTIFIED MAINTENANCE CENTER

5 Customer satisfaction target GOING FURTHER CONSISTENTLY Customer dissatisfaction Quarterly communication Short term solution (<6 months) Long term solution (<18 months) Customer dissatisfaction Customer dissatisfaction Quarterly communication Short term solution (<6 months) Long term solution (<18 months) Services in mind Following the TOP 5 Products Irritants success, TM will address main customers concerns on services.

6 Customer severity Customer satisfaction target CUSTOMER SATISFACTION AXIS Transformation plans (Product/Price/Services Axes ) 3 years timeframe TOP5 PRODUCT Irritants (Product Axe) 18 months time frame TOP5 Services + Site Alignement (All axes) 6-18 months time frame Customer occurrences (frequency)

7 Customer satisfaction target

8 Customer satisfaction target YOU TOLD US What customer say about our service. WE PROPOSE Short term solution to be define Topic of TOP 5 service Available Long term solution to be implemented

9 Customer satisfaction target

10 Customer satisfaction target

11 Turbomeca Service support Global overview Spare Parts Standard Exchange Technical Assistance Rental Field Rep Support Repair Overhaul AOG BOOST SBH GSP Warranty Training TOOLS Technical Publications

12 Turbomeca Service support Field Rep Support < Mapping WARRANTY Spare parts & tooling Committed to covering your needs Technical Assistance Repair & Overhaul Standard Exchange & Rental The warranty covers equipment for all engine type: New Overhauled Repaired AOG Warranty SBH An optimised process to answer you quickly: First response in 48 hours Final response within 60 days GSP BOOST TOOLS Quick replacement of your equipment - 3 solutions to choose from: Replacement equipment Standard exchange Rental Training Technical publications

13 WARRANTY CONDITIONS / TOO COMPLEX YOU POINTED OUT Fabien.albouy@turbomeca.fr +33 (0) Corporate Waranty Manager No proratio, warranty too short on exchange parts, policy is too complex, not uniform enough, process to be speed up, provide report of findings, cost estimate and make it transparent to the customer Cornelius S. TM General Warranty Conditions and TM warranty claim management are too complex WE PROPOSE Warranty conditions / Too complex

14 Warranty Turbomeca answers You pointed out We answered Warranty coverage Process improvement Communication improvement 100h Warranty coverage after repair too short Too many forms & too many info 60 days technical assessment too long Warranty coverage and process not clear enough Extension of warranty coverage after repair up to 500h. New warranty form Short Track Increase Commitment to decrease average answering time Flowcharts available in TOOLS.

15 Warranty coverage Warranty coverage You pointed out 100h Warranty coverage after repair too short We answered Extension of warranty coverage after repair up to 500h. Too many forms & too many info Flying Process hours under warranty 60 after days repair improvement technical assessment too long NOW Communication improvement Repair 100h 100% Warranty coverage Warranty coverage and process not clear enough 300h New warranty form Short Track You Increase requested Commitment to decrease average answering time Flowcharts available in TOOLS. 500h

16 Warranty Turbomeca answers You pointed out We answered Warranty coverage May 2014: New Warranty form : fields 100h Warranty coverage after repair too short Extension of warranty coverage after repair up to 500h. End of June 2014 Warranty claim raising in TOOLS Process improvement Too many forms & too many info 60 days technical assessment too long New warranty form Short Track Increase Commitment to decrease average answering time Communication improvement Warranty coverage and process not clear enough April 2014: 70% of Warranty Claims answered within 2 days Flowcharts available in TOOLS.

17 Turbomeca Service support Field Rep Support < Mapping SBH Spare parts & tooling Technical Assistance Description 6 benefits with SBH Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP BOOST TOOLS Training Technical publications

18 TURBOMECA SBH : MAIN CHARACTERISTICS

19 CORE MAINTENANCE

20 3 SERVICE DIMENSIONS

21 BOOST Concept Field Rep Support < Mapping BOOST Spare parts & tooling Description Bank Of Online Services and Technologies Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG A totally new range of integrated online services for streamlining your operations Smooth and facilitate operations and airworthiness tasks and limit human factors through its specific online features Highly secured, compatible and web-based services Electronically share data with Turbomeca Warranty Customer Benefit Fly with visibility SBH See in BOOST presentation GSP BOOST TOOLS Training Technical publications

22 BOOST Content Web-based Interactive Technical Publications Electronic engine logbook Alerts Configuration manager and solver Health Monitoring services Advanced Trouble shooting Maintenance and stock planification tools Stock dimensioning services Cost control services Revolutionary world class services that will broaden and develop into real proactive actions and practices

23 BOOST Content FIRST RANGE OF SERVICES Web-based Interactive Technical Publications Electronic engine logbook Alerts Configuration manager Scheduled Maintenance Planner Limit the risk of human error Be alerted about engine events and new documents Increased traceability of the data: proof of who wrote what and when 23

24 BOOST Content SECOND RANGE OF SERVICES Advanced Troubleshooting Health Monitoring & Trend Analysis Cost-effective and reliable solutions to reduce downtime Enhanced data and analysis for proactive maintenance Combining and sharing all users experience 24

25 BOOST Content NEXT GENERATION OF SERVICES Automated warranty request Specific subscription forms for AOG, S/E, Spares order On-line spares order Live fleet localization Air path health monitoring through imagery Fleet management system Stock and supply chain optimization Optimizing your engine maintenance Simplifying your interactions with Turbomeca Taking your fleet management further 25

26 BOOST Schedule Timeline 1 st Batch LNC 2 nd Batch LNC 3 rd Batch Basic Services Core O f f i c i a l c o m m e r c i a l l a u n c h d a t e to be confirmed Expert Services Operations & Airworthiness Expertise & Analysis Maintenance & Logistics

27 BOOST Compatibility & Interface OPERATORS PRESENT SYSTEM AND BOOST Compatibility with onboard systems EDR, HUMS and other data recorders (AKV ) Engine usage data (hrs, cy) Alerts Power checks & Trend Monitoring Possibility to interface with existing IT systems Generic interface structure SAP RAMCO AMS LTB400 AMOS AD Software Etc Possibility to specify tailored exchange platforms with specific customers

28 TOOLS Field Rep Support New features of TOOLS since March 2014 Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP BOOST TOOLS Training Technical publications

29 TOOLS Field Rep Support New functionalities to come on TOOLS! Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental The objectives 1 single form to manage all types of commercial services (spares, S/E, rental, location ) Available to any customer worldwide AOG Warranty SBH You will be able to follow: Your own requests & progress on the work plan upload & download documentation GSP BOOST TOOLS Return Material Authorization (RMA) S/E use case: the customer download the RMA, and send this document with the material returned to the TM Front Office mentioned on the RMA Training Technical publications Availability: Q1 2015

30 How does it works? TM e - FORM Information Mails Progress status RMA download RMA + Archive

31 TOOLS Field Rep Support New functionalities to come on TOOLS! Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP BOOST TOOLS Training Technical publications

32 TOOLS Field Rep Support New functionalities to come on TOOLS! Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP BOOST TOOLS Training Technical publications

33 TECHNICAL PUBLICATIONS (IETP) Field Rep Support Spare parts & tooling The essential tool for customers every day maintenance Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty Technical Publications SBH Available versions Arriel 1 (new IETP) Arriel 2 (new IETP) Arrius 2 (new IETP) Makila 1 (mid-november/ new IETP) Makila 2 (end of November/ new IETP) RTM322/ MK RTM322/ NH90 (mid-november) GSP BOOST TOOLS Training Technical publications With your TOOLS account: Be notified about new updates by Download, save and print the updates and Tech Pubs! Regular updates Normal revisions (new documents/dvd) Temporary revisions New Services Letters & Services Bulletins

34 TECHNICAL PUBLICATIONS (IETP) Field Rep Support IETP: New storage medium Spare parts & tooling Technical Assistance Repair & Overhaul 3 available formats: Paper PDF IETP Standard Exchange & Rental AOG Warranty Technical Publications SBH New storage medium to replace the DVD: the USB Key Available from the next Makila 2 update (end of November) More capacity (4 GB or 8 GB) Same content GSP BOOST TOOLS Training A simple and ergonomic design compatible with tablets, Technical publications

35 TECHNICAL PUBLICATIONS Field Rep Support Spare parts & tooling IETP: New functionalities Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH Implementation towards all engines, Search engine functionalities faster, more ergonomics, Spares 3D catalogue for New Engines (Ardiden 3, Arrano) GSP BOOST TOOLS Training IETP Helpline Technical publications

36 TECHNICAL PUBLICATIONS (ON TOOLS) Field Rep Support Spare parts & tooling New functionality: the SB/TU interactive data base Technical Assistance Repair & Overhaul Standard Exchange & Rental Today: No interactivity Access to the classical PDF version A few of criteria for the research AOG Warranty SBH GSP BOOST TOOLS Tomorrow: More interactivity More criteria of research: SB, TU, compliance code Comfortable to use Training Technical publications Availability: End of 2014

37 TRAINING Field Rep Support Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP BOOST TOOLS Training Technical publications

38 TRAINING Field Rep Support Spare parts & tooling Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH GSP Duration: Objectives: Prerequisites: Program Advanced Borescope Course 2 days - To acquire the basic knowledge and skills of a borescope inspection specialist - To analyse and interpret results - To report and follow up results Qualified aeronautical technician who has previously passed the exam after a 1st line maintenance course (any engine and version) Introduction to borescope inspection Description and operation of the different families of borescopes Criteria for choosing borescopes Practical recommendations and human factors Identifications of damage Assessment of damage Reports & follow-up of damage BOOST TOOLS Training Technical publications

39 TRAINING Field Rep Support Borescope Inspection Specialisation Spare parts & tooling Duration: 1 day Technical Assistance Repair & Overhaul Standard Exchange & Rental AOG Warranty SBH Objectives: Prerequisites: - To carry out all the borescope inspection procedures defined in the Maintenance Manual of a specific engine version - Qualified aeronautical technician who has previously passed the exam after a 1 st line maintenance course (in the relevant engine version) and who has completed the Advanced Borescope Inspection course Program Revision of engine architecture Borescope inspections using the Maintenance Manual GSP BOOST TOOLS Training Technical publications

40 THANK YOU FOR YOUR ATTENTION