Bombardier Intensifies Its Commitment to Bolster Services and Support Performance at Montréal M&O
Bombardier Customer Services on April 18th introduced a series of parts-related pricing and service initiatives that provide its business aircraft customers with a market-leading parts offering and better position Bombardier as the number one choice for aftermarket services and support. Éric Martel, President, Bombardier Customer Services & Specialized and Amphibious Aircraft made the announcements to the scores of business aircraft pilots, flight department heads, aircraft technicians and directors of maintenance who were gathered at the company’s Regional Maintenance & Operations (M&O) conference, taking place at the Fairmont Queen Elizabeth Hotel in Montréal from April 17-19, 2012.
“Parts support is a top priority for us and for our customers. We have made major strides in improving the availability, quality and pricing of our parts in the past year, and this will continue to be a main focus in 2012,” said Mr. Martel. “No other OEM is more committed to its customers and has invested as much time, money, and resources as we have in developing and supporting high-performance, reliable aircraft.”
Bombardier is extending its price-matching offer permanently on rotable and consumable parts for its business aircraft customers. This initiative will reflect the same terms and conditions as the current parts price matching promotion, launched in April 2011.
Bombardier will also extend the warranty period, from one to two years, on all spare parts purchased through its worldwide network for business aircraft as of January 1, 2013.
The company has also broken new ground with its industry-leading Parts Satisfaction Guarantees introduced a year ago. Bombardier reimburses shipping and labour charges and waives restocking fees on Defective on Arrival (DOA) parts and Bombardier-recommended parts that did not fix the problem. Bombardier also waives restocking fees on unused replacement parts ordered for an Aircraft-On-Ground (AOG) situation.
The Parts Services team also launched exhaustive initiatives to reduce the incidence of No Fault Found (NFF) and DOA parts. Bombardier will target reducing rates on top 10 NFF parts per business aircraft program to less than 25 per cent and drive to reduce overall DOA rates by 20 per cent by the end of 2012.
These initiatives are part of Bombardier’s larger drive to become the parts supplier of choice for its Learjet, Challenger and Global aircraft customers.
In recent months, the company has substantially raised the bar on its parts availability by investing more than $180 million to put more parts in more locations worldwide; opening a new parts depot in Hong Kong; achieving a 99-per cent success rate in delivering parts in AOG situations; and setting a new record with its PartsExpress flights.
At the same time, Bombardier has continued to aggressively expand its international support network. In 2011, Bombardier opened four new business aircraft Regional Support Offices (RSOs) in Hong Kong, Sydney, Singapore and São Paulo. In February, the company announced that it had chosen Singapore as the location for its next full-scale company-owned and operated service centre, scheduled to open in 2013.
Bombardier also boosted capacity at its award-winning service centres in Dallas, Fort Lauderdale, Hartford, Tucson and Wichita to seamlessly accommodate unscheduled maintenance and drop-ins around the clock seven days a week.
Montréal M&O Conference
The Montréal M&O will feature a fully charged program with more than 60 hours of technical updates individually tailored to each of Bombardier’s Learjet, Challenger and Global aircraft platforms. These, together with operational workshops and hands-on training sessions, are aimed at helping Bombardier operators improve the safety, reliability and dispatch availability of their aircraft. Inspection Authorization (IA) Renewal certificates will be available for some of the sessions.
“Our operators place high value on our M&O conferences, both for the latest technical information and for the valuable networking opportunities they provide. Bombardier is committed to a full schedule of M&O events, guaranteed to enhance the operational and ownership experience of our customers in different regions of the world,” said Mr. Martel.
The next regional M&O event will take place in Berlin from September 25-27. The complete schedule for the Montréal M&O is available on the Bombardier Customer Services events website at http://events.aero.bombardier.com.
About Bombardier
A world-leading manufacturer of innovative transportation solutions, from commercial aircraft and business jets to rail transportation equipment, systems and services, Bombardier Inc. is a global corporation headquartered in Canada. Its revenues for the fiscal year ended December 31, 2011, were $18.3 billion, and its shares are traded on the Toronto Stock Exchange (BBD). Bombardier is listed as an index component to the Dow Jones Sustainability World and North America indexes. News and information are available at www.bombardier.com or follow us on Twitter @Bombardier.
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