Customer Support – Technical Support Direction
EUROCOPTER POLICIES APPLICABLE TO SUBSIDIARIES Technical Customer Support th
Date : Ref :
26 March 2002 STM 2002:1193
Network Distribution :
AEC (Ruddy Palladina – Tim Ruddick)– ECL (Edouard Gaillat – Gordon Kay) – EMSA (Mesrob Karalekian – Tomas Garcia) – HELIBRAS (Jean Raquin – Vincent Kieffer – Vitor Coutinho) – ESAL (Günther Wissmann – Keith Simpson) – ESEA (Bruno Boulnois – Patrick Collignon – Colin Wong) – EIP (Guy Joannes – Joseph Saporito – Dave Ladbrook)
EC/ECD Distribution
S – SJ – ST – ST/D – STJ – STS – STS/D – STE - SC – SCE – SL - SB – STM – STM/M –STM/D - STMSP – STMDA – STMEC – STM120 – STMAG – STM135 – STM145 – D – P
Introduction : A global approach has been initiated by S since 2001, with a strong willingness of a more network organized Customer Support entity, driven by the EC and ECD mother company. The objective to achieve is a Technical Support closer to the Customer, with a more developed delegation from the Mother company to the Subsidiaries. All EC and ECD Customer Support Vice Presidents have been appointed with the worldwide responsibility of their dedicated area. Michel Hancart thus leads the Technical Customer Support activity in EC, ECD and all Subsidiaries, with delegation to Antoine FLEISCHMANN for specific relationships with Subsidiaries. This document purpose is to summarize relevant applicable policies between EC/ECD and the subsidiaries, as th th preliminarily discussed during the first worldwide technical support meeting on 10 11 December 2001 : • • • • • • •
Communication between EC – ECD and Subsidiaries CRM (Customer Relationship Management) Product improvement plan Maintenance and Operational Documentation Subsidiaries autonomy General and dedicated objectives Points of contact th
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2002 Worldwide Technical Support Meeting is scheduled on Monday 27 and Tuesday 28 of May 2002 in Marignane. All technical representatives are kindly invited to attend this meeting.
Antoine FLEISCHMANN STM/M EC Technical Support Product Manager EC Network Coordination Manager
[email protected]
Michel HANCART ST Customer Support Technical Vice President
[email protected]
EUROCOPTER POLICIES APPLICABLE TO SUBSIDIARIES – Technical Customer Support - 03/06/2002
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Customer Support – Technical Support Direction
1 .Communication between EC – ECD and Subsidiaries :
Weekly reports : Each Subsidiary issues a weekly report for technical issues information to EC and ECD. This report must be approved by each technical correspondent before being issued. The content must address technical highlights with as precise information as possible in terms of aircraft affected (type, model), Customer, circumstances, hours at occurrence and affected parts P/N and S/N when applicable. Specific issues as accidents and major incidents must be, in addition, subject of the specific forms to be issued to EC or ECD. (preliminary accident form, In-service major Incident report). Paragraphs to be addressed : • Accidents/Major incidents • In-service Technical follow-up, showing clearly the week highlights. • Telex Alert and Service Bulletin follow-up • Other Support issues, including big fleets availability rate when applicable. The weekly reports from all subsidiaries are to be addressed to STM/M A Fleischmann for a Wednesday morning (Europe time) availability if possible. To be submitted as Word files as an email attachment. The EC/ECD revert weekly report, sent back to all network representatives (Subsidiaries and tech reps) includes all Product Managers and technical experts reports, with the addition of Subsidiaries input that may be of a worldwide interest. This report is distributed by email only, and must be destroyed after being analyzed. Reliability follow-up : EC and ECD build up global yearly reliability reports, one per aircraft family. These reports are used as a guide line for DMC calculations and Product improvement plans establishment. Since 2002, each subsidiary will be provided with a simplified document which summarizes the internal document for their necessary analysis and input to EC and ECD. As the probability calculations for such document establishment are dedicated to experts people, it is not necessary to export the activity to EC network, but data coming from operators will be necessary for a more representative Customer data base to be taken into account. As failure rates are calculated in these documents, it will be used as a reference for specific cases reported by Customers in order to detect an eventual anomaly linked to the aircraft usage or environment. Each detected anomaly will be analyzed by the Subsidiary before being submitted to EC or ECD. In order to increase the data base representativeness, it must be a continuous task to check which operator can provide the necessary information (removal data). Operators which activity is also a repair station are usually the best to provide such information. The mother company point of contact for this matter is STE – JJ Cassagne. Information letters : Appendix 1 provides the yearly planning for the Information Letters issue, per aircraft model. These Letters content general and regular technical information to the Customers. It is each Product Technical Support Manager of EC and ECD responsibility to issue these documents. They must be helped in this task by the Subsidiaries technical representatives : • Eventual comments and/or correction while the letters are pre-issued by email • Subjects to be addressed in the forthcoming letters, to be submitted or eventually pre-written at any time. Customer distribution must be checked and followed-up locally, with necessary list update to be provided. A feedback from Operators reactions or advises would be also much appreciated.
EUROCOPTER POLICIES APPLICABLE TO SUBSIDIARIES – Technical Customer Support - 03/06/2002
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Customer Support – Technical Support Direction
Telex Alert and Service Bulletin : EC and ECD will inform in advance about forthcoming issues for Telex Alerts and Service Bulletin. When issued, it is required to regularly get back the field application rate and behavior in service of aircraft Modification when applicable. Relevant information are to be incorporated in the specific paragraph of the weekly report. ASBs (Alert Service Bulletin) will be issued by email first to the subsidiaries as an advanced copy, using the weekly report distribution list. 2 . CRM (Customer Relationship Management) :
EC and ECD are currently developing a CRM tool (Siebel) which is also tested as a pilot implementation within AEC. The objectives are to create a common technical database to all technicians involved with Customer relationships, and to help to follow-up all Customers contacts. It is not yet decided whether the same tool has to be implemented in the whole EC network, but each subsidiary will finally have to be interconnected. Siebel tool will be progressively implemented at EC and ECD during the 2002 year, starting with ECD connection to AEC server, followed by EC implementation during the second half of the year. A tool presentation will be organized during next worldwide technical support meeting. This is the first step in the CRM implementation, which will be followed in 2003 by the “e-Service” platform implementation : use of internet to communicate with our Customers, on a dual channel mode. Each technical representative will present its forecast and status on this subject during each worldwide technical support meeting. 3 . Product improvement plan :
Product improvement plans are negotiated with Program Managers on a yearly basis, and readjusted meanwhile if necessary. The improvement priorities (aircraft design and Maintenance Program) coming for in service behavior feedback are finally established by each Product Support Technical Manager. This improvement plan must take into account : • Major incident consequences (when a design or maintenance modification is to be granted as a curative measure) • Reliability follow-up • DMC or DOC considered as too high • Customer complains • Warranty cost drivers In order to establish a more consolidated and coherent improvement plan, each subsidiary will take part in the process by providing a yearly Top priority list per aircraft family. (design or maintenance issues) This list will highlight the local market perception of each aircraft, taking into account above mentioned parameters. Each issue will be as much quantified as possible (number of warranty claims, number of failures/models, Cost for the Customer etc…). All subsidiaries will consequently send to respectively STM/M and STM/D the top lists, prior to the common yearly meeting (so called “Worldwide technical support meeting”) organized in Marignane before end of June for final compilation and priorities establishment. The necessary input must be available each year end of April, to be analyzed and discussed during the yearly Worldwide technical Support meeting, which is to be ended by a presentation to each Program Manager. Official Product improvement plans will then be distributed to the whole network when approved
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Customer Support – Technical Support Direction
4 . Maintenance and Operational Documentation :
Each Subsidiary has to insure and/or verify the documentation issue to its Customers. Some Subsidiaries have also a distribution full delegation from EC and ECD. All subscription modifications (quantity, models, company names and address, etc…) have to be provided to the mother company when applicable. Any detected distribution anomaly has to be analyzed and relevant information to be provided to the mother company. Electronic documentation (OPEN, INDOC) must be advertised as much as possible as the reference documentation, paper documentation to be considered as complementary sets. 5 . Subsidiaries autonomy :
•
Repairs :
1. All repair solutions must be approved according to JAR 21 requirements to be eligible with EC or ECD approval. 2. As they are approved, they are issued in the repair manuals 3. Additional repair solutions, subject of repair sheets, and not included in above mentioned catalogue will be listed to the Subsidiaries by mid 2002 for necessary knowledge and possible application 4. Should a repair solution be developed further, a repair sheet must be required to STS or STS/D. In this case, the solution can be studied locally but has to be submitted to STS or STS/D for approval. 5. EC and ECD will than establish a worldwide catalogue regularly updated for the network. •
Seminars :
Operators Seminars may be organized locally, under a Subsidiary responsibility. Technical issues to be addressed are locally decided, according to the covered area priorities and Cultures, but must be documented with the help of the Product Managers. General presentations available at EC/ECD may be used as guidelines, (available from the Product Managers), but must be customized locally. Presentation to Customers is usually performed by local technical staff, with the support of a Mother company representative. A seminar report has to be established and sent to the mother company. •
Technical meetings :
Technical meetings must be planned and organized with sensitive Customers (in terms of fleet representation, launching Customers, market potential…) in addition to any tech rep visits, usually performed on Customer request. Technical, but also linked activities as logistics, training or repairs have to be addressed if needed. Meeting minutes to be established and sent to the mother company. Relevant planning is to be established on a yearly basis, and provided to the mother company (STM/M and STM/D). 6 . General and dedicated objectives : General objectives : All subsidiaries have finally to be organized to cover their Commercial area in terms of Customer Support. EC/ECD are to be considered as their “back-office” for their Customers.
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Customer Support – Technical Support Direction
A general organization plan, in term of dedicated manpower and competencies is required for the 2002 worldwide technical meeting. Dedicated 2002 objectives : Each subsidiary will present for approval, during the 2002 worldwide technical support meeting, the means to be set for below objectives achievement. (Organization, hiring plan, training, tools etc…) AEC • • •
Organize EC 130 support in North America Improve links with Logistics, repair center and training center directions or departments Enhance avionics skill competencies mainly focussed on the EC 135 and EC 155 product
ECL • •
Improve reporting to the mother company Share the high level of competency in terms of Customer approach and consideration with other subsidiaries and the mother company Prepare EC 130 support in Canada
•
EMSA • • •
Gain a group spirit and share information with the mother company Increase the avionics system competencies for new aircraft types Insure the Venezuelan Customers direct support, in particular for the Super Puma
HELIBRAS • • • •
Gain a group spirit and share information with the mother company Insure direct technical support for AVEX COUGAR (532 UE) and 332 L2 (BHS) Follow-up of the necessary tasks for Customized Maintenance schedule required by BHS Enhance technical knowledge on new products, especially ECD models
ESAL • •
Organize Customer Support on a standalone basis (see report STM/M 2001:062 issued 7.03.2001) Support new aircraft types (EC 135, EC 130, …)
ESEA • • •
Expend geographical support coverage according to ECAP concept Improve former ECD product range technical knowledge Get technical knowledge by end 2002 for 332 L2 and EC 155 for direct GFS support.
EIP • • •
Train technical staff for ECD products Enhance Technical Support organization Organize EC 130 support
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Customer Support – Technical Support Direction
7 . Points of contact :
Coordination Manager :
Antoine FLEISCHMANN
[email protected]
EC : Product Manager SUPER PUMA : DAUPHIN ECUREUIL COLIBRI OLD RANGE
Antoine FLEISCHMANN Antoine FLEISCHMANN (p.i.) Alain LESCAUDRON Jean Claude COUSTES Jean Claude GIOLLI Francis DELLOVA
[email protected] [email protected] [email protected] [email protected]
ECD : Product Manager EC 135/BO105 EC 145/BK 117
Georges DEVILLIERS Ralf Nicolaï Andreas Umbricht
[email protected] [email protected] [email protected]
AEC ECL EMSA HELIBRAS ESAL ESEA EIP
Tim RUDDICK Gordon KAY Tomas GARCIA Vitor COUTINHO Keith SIMPSON Colin WONG Dave LADBROOK
[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]
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Customer Support – Technical Support Direction
APPENDIX 1 2002 INFORMATION LETTERS EDITION PLANNING
Appareil
2002 01 02 03 04 05 06 07 08 09 10 11 12
EC Super Puma Dauphin Ecureuil Colibri Anc Gamme ECD BO 105 EC 135 BK 117 EC 145
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