CJP Mustang Breakout Session

2018 Citation Jet Pilots Convention

Company Private Textron Aviation Leadership

Ron Draper President and CEO North America Aftermarket Leadership

Roxanne Howell Chris Hearne April Gerber VP North American Service VP Product Support VP Parts & Programs Centers

Kriya Shortt SR VP Customer Service

Previn Kulkarni Scott Howell Phil Murphey Tracy Leopold Director Engineering Director Field Service Director Aftermarket Sales Director Aftermarket3 Sales Textron Aviation Service Directory App & Online Access

• Service Directory App – Support Contacts – Service Centers – Flight Assurance – Diagnostics – More Features In Development • Free Download Available – Android: Google Playstore – Apple: App Store • Textron Aviation Service Directory Online • www.txtavsupport.mobi • .mobi = Service Directory 4 Textron Aviation Breakout Support

Roxanne Howell Chris Provencio Preston Brunswig Cybill Zimmer VP Service Center GM Service Center Aftermarket TAPD & Programs San Antonio Programs

5 Product Support Management

Light and Legacy Jet Product Support Manager

Team Legacy [email protected] Team Beechjet (316) 517-7786 [email protected] (316) 517-9350 Team 525 [email protected] Team Premier (316) 517-7785 [email protected] (316) 517-9350 Team Mustang Jessica Busse [email protected] Manager Light and Legacy Jet (316) 517-5490 [email protected] Office: (316) 517-5458 Mobile: (620) 313-0113 6 Team Mustang

Mike Bryant James Nelson Jeff Bowen

Team Mustang (316) 517-5490 [email protected]

7 Team Powerplant

Rollin Rising Phil Pankratz

Team Powerplant (316) 517-6232 [email protected]

8 Avionics

Company Private 15.2X Software (In-Work)

• Issues fixed • Display blink • TAWS N/A • Loss of flight plans • Loss of Flight Path Tracking line • Direct To anomaly when flight plan is collapsed • Range ring – should not display prior to sync • Winds aloft distortion in display in Eastern US • Emergency Decent Mode fix • Landing field elevation – will be fixed (or disabled)

Company Private 15.2X Software (In-Work)

• Software Update

• Status • Textron Aviation currently performing test bench evaluation • TSO software due from Garmin to Textron Aviation Oct 2018 • Based on satisfactory performance of bench testing • Completion date estimated Q1 2019 • Service Bulletin will release upon approval

Company Private NXi Update (In-Work)

• Issue • NXi replacement option for G1000 • Status • NXi conversion STC in work • Prerequisite - ADS-B upgrade per SB510-34-17 • New displays GDU 40.XX • New GCU • Flightstream 510 • New software, faster processing • Current unlock option cards still function • Contact local sales rep for scheduling

NEXRAD

Company Private Garmin Aviation Alerts and Advisories

• Issue • Receiving Garmin Aviation Alerts and Advisories when released • Status • Subscribe to the Garmin website • https://www.garmin.com/en-US/aviationalerts/subscribe-to-alerts/

Company Private Garmin Worldwide Navigation Database

• Issue • The number of approaches and volume of data in the Worldwide Navigation Database will soon exceed the limits of the GDU software • Status • Garmin Service Advisory 1846A lists affected GDU levels • Cycle 1810 Sept 13, 2018 – restricting number of airports based on runway length • Cycle 1910 – Discontinue Worldwide Navigation Database for affected aircraft • Mustang NXi & Latitude contain GDU Rev 40 are unaffected

Company Private Emergency Descent Mode (EDM)

• Issue • When triggered, EDM will not descend the aircraft as intended • Status • SL510-34-25 Transmittal of Garmin SA 1838 • Follow the published AFM emergency descent procedure • This issue will be fixed in 15.2X software, in-work

Company Private Report a Database Error

• Issue • There may be errors in the Garmin database • Status • Report via Garmin website https://my.garmin.com/mapErrors/report.faces?type=aviation • Attach a photo

Company Private Flight Data Logging

• Records flight and engine data on an SD data card • Top card slot of the MFD • 1,000 flight hours per 1GB • Records over 40 parameters • Data captured once each second • Details in G1000 Pilots Guide and Cockpit Reference Guide

Company Private Flight Data Log Mapping

• Issue • Garmin software allows viewing flight in Google Earth • Status • Download the Garmin Flight Log Conversion for Aviation software • https://www8.garmin.com/support/download_details.jsp?id=5059

Company Private Mustang Operations

Company Private Jack Pads

• Issue • Tires may need replacement at a remote location • Status • A Mustang Jack Pad set may assist in the repair • R-2008 – Nose Jack Pad • R-1798 – Wing Jack Pad • (2) needed, one for each wing Nose Wing Inspection Intervals

• Issue • (278) Mustangs are at least nine yrs. old Production by Year • Status 2017 • Maintenance Guide lists intervals 2016 • Calendar intervals in years 2015

• 1, 2, 3, 4, 5, 6, 12 2014 • Hourly intervals 2013 • 450, 900, 1350, 1800, 2250, 2700, 3150, 10,600, 10,400, 12,000 2012

• Landing intervals 2011

• 1,800 2010

2009

2008

2007

2006

0 50 100 150

Company Private Nose Baggage Door Latch Rigging

• Issue • NOSE DOOR message during flight • Status • If latches are closed; • 1) Bend the switch mount out a bit so a distinct click is heard when the latch is closed • 2) Turn the T latch receptacle 1/2 turn IN to increase tension on the latch

Company Private Exterior Aircraft Cleaning

• Maintenance Manual chapter 12 lists cleaners and procedures • Exterior cleaners • MIL-PRF-85570 or MIL-C-43616 • Progressive intervals on Customer Access • 15 days zone 1 – High Exposure • 45 days zone 2 – Medium Exposure • 90 days zone 3 – Low Exposure • Windows • 50/50 isopropyl & water • Rymple Cloth

Company Private GKN Windshield Rain Repellency

• Issue • Windshield will loose its rain repellency characteristics over time • Status • Treat with Surfex 100, P/N 13292 • Training video https://www.youtube.com/watch?v=S8nRdoTjt_A • Order from TAPD (4 week lead time)

Poor Acceptable

Company Private Expert System Online

• Issue • Awareness of the Mustang Expert System • Status • www.txtavsupport.com • Troubleshooting • System descriptions

Company Private Environmental Heating System

• Issue • Cockpit or cabin may get cold

• Status • Troubleshooting steps assist to identify system performance on www.txtavsupport.com - Model 510 – Systems Menu: • Mustang Cold Cockpit-Cabin Troubleshooting Environmental Heating Insulation

• Issue • Cockpit or cabin may get cold on extended flights

• Status • SB510-25-04 Released: Cabin comfort improvement service bulletin • Insulation added to retain heat • Bleed Air Tubes • Cabin Door • Water Barrier • Cockpit Sidewalls 9912661-12 Pressure Controller

• Issue • Controller will latch in Standby Mode when Standby is selected • Affects return to service checks: Pressure Controller and Annunciation Test per Maintenance Manuals • Status • No change for pilot operations • Continue complying with AFM procedures: • Once Standby is selected, operator is to keep system in Standby mode. • If press is still not controlled, pull PRESS CB. • Textron Aviation Service Letters In-Work

Company Private Low Tire Pressure

• Issue • Tire pressure below 25% of inflation pressure; Loaded 62 psi main & 90 psi nose • Status • Overloaded Wheel inspection required • Goodrich Component MM 32-46-55 • For safety of the wheel assembly

Company Private Tire Pressure Maintenance

• Tire Pressure Measurement • Crane SmartStem Wireless Tire Pressure Measurement System STC: • Refer to CIL-32-04 • P/N KIT83-022001-01 (3-Wheel) • STC is approved on majority of Citation Models • Available at Textron Aviation Service Centers

30 Heated Drain Tube

• Issue • Drain tube may overheat when energized for extended periods of time • Status • Pull air conditioner circuit breaker HZ063 during maintenance • Refer to maintenance manual 20-00-00 3. C. (1) (d)

Company Private Pitot Probe Covers

• Issue • FOD may buildup in pitot probes • Status • Use plastic or nonfraying covers only • Covers that fray may introduce FOD into pitot system • WP10881-5 available from TAPD

32 Deice Boot Cleaning and Care

• ShineMaster Prep • Removes dirt, grease, oil, silicone products and residual ShineMaster™ • Recommended annually • ShineMaster • Cosmetic coating providing a high luster shine • Icex II • Ice adhesion inhibitor that enhances de-icer performance • Icing season • Aerospace Cleaner • Removes dirt, grime and bugs • Aerospace Protectant • UV protection

Company Private Glide Ratio

• Issue • Requesting glide ratio data • Status • Glide ratio based on; • Both engines shutdown & windmilling • Maximum Glide Airspeed • Clean configuration • Factory options only • Zero wind

Company Private Checklist Revision

• Issue • Rev 7A scheduled to be issued later this year • Status • Incorporates temp changes for Normal & Emergency checklists • AFM will not be revised • No procedural changes outside of temporary changes • As long as operators are in the Textron Aviation Tech Pubs database, each will receive revision services for (1) each Flight Manual, Normal Procedures Checklist, and Emergency / Abnormal Procedures Checklist at no charge for the life of the airframe. • Additional revision services are: • 510CLNPRS $208.00 per year • 510CLEAPRS $208.00 per year

35 Nose Gear Hydraulic Tube Dent

• Issue • Retract line may be dented if the trunnion moves forward during maintenance • Status • Replace line with new 7047031-3

Company Private Radiant Emergency Standby Battery

• Issue • Standby battery would discharge past 20 volts causing internal failure • Status • CBS24 modified to contain internal voltage monitor that prevents discharging to less that 20 volts • Mod level B, no part number change • Replace upon attrition

37 Teledyne Gill Battery Improvements

• Issue • Some main ship batteries did not pass the 12 month capacity check • Status • July 1st 2018, batteries top charged prior to shipping from Teledyne • Storage top charge interval in work • Label on battery to top charge

Company Private Battery Charger / Minder

• Issue • Requests for battery tender / minder • Status • P/N ACTIVATOR 282 listed in AMM 10-00-00 • Available from TAPD • Concorde lists BatteryMINDer® • Model 244CEC1-AA-S5 - 24V, 4 Amp

Company Private Battery Start versus GPU Start

• Battery Starts • Softer current draw • Adds a cycle or partial cycle to battery life • 10,000 ft maximum elevation • 3 starts per hour • Minimum 24 VDC (22 NiCad)

• GPU Starts • 800-1100 Amps required • 28 – 29 VDC • 14,000 ft maximum elevation • Consider if cold soaked • Lower generator load after start • No battery cycle is counted • May not get unplugged before taxi

40 Ground Power Unit Procedure

• Textron Aviation GPU procedures • Connect main ship battery • Turn on GPU and allow voltage to stabilize • Connect energized cord to airplane • Disconnect energized GPU from airplane • Turn off the GPU • Not adapted as common practice • Training is different, FBO’s may not practice this method • Deenergized GPU plugged into aircraft induces voltage spikes on aircraft • Overvoltage and current protection incorporated in design may not react fast enough • GPU’s can damage circuit boards and hardware • Spikes may occur if GPU is connected with main ship battery disconnected from aircraft Ground Power Unit Procedure

• Did you know? • Small pin in external power receptacle allows GPU main contacts to engage before aircraft external power relay energizes • Prevents GPU main contacts from arcing during insertion and removal Starter Generator Engine Vibration

• Issue • "GEN OFF L or R" message during flight from starter generator vibration • Status • Accessories mounted on the engine and the fuel/oil tubes may be damaged • Comply with PWC Task 05-50-00-210-819 • Visually inspect assessor gear box & starter mount • Replace spline adapter • Replace FMU to flow-meter tube • Replace starter magnetic seal • Inspect oil filter • Flush oil system Starter Generator Update

• Issue • Some Mod B & C starter generators may not make TBO • Status • Mod D generators have ceramic bearings with a non-hygroscopic grease which run cooler for improved service life • Pro-Rate campaign to replace units with more than 900 hrs. • Details in upcoming Service Letter SL510-80-02

44 Low Utilization Engine Inspection

• Issue • Engines are coming up on 12 years without a Hot Section Inspection or Overhaul • Status • Due at 12 years and then repeated every 24 months until HSI or Overhaul • Performance Calibration Run • Engine External Wash • Desalination Wash • Fan Washing • Engine Minor

Company Private Engine Desalination Wash

• Frequency when operated in dusty polluted or salt laden environment • Continually – Daily • Frequently – Weekly • Occasionally – Biweekly • YouTube video • https://www.youtube.com/watch?v=0ufE4ROxoh8

Company Private Corrosion Severity All Models

• Corrosion Severity Maps • Citation Standard Practices Manual (Rev 1) 51-10-10 (Original Issue) • Maps define areas of potential corrosion for mild, moderate or severe • Corrosion severity zones are affected by atmospheric factors. • Maps in this section are for guidance for frequency • CAUTION: • Airports that use deicing fluids such as potassium formate must be classified as severe corrosion • CAUTION: • Aircraft operating in any severe corrosion areas are classified as operating in a severe zone

47 Corrosion Map North America

48 Corrosion Map South America

49 Corrosion Map Africa

50 Corrosion Map Asia

51 Corrosion Map Europe & Asia Minor

52 Corrosion Map South Pacific

53 Radar Training Fundamentals

• Garmin web based training - $149.00 • Garmin GWX 68 video download – Free • https://buy.garmin.com/en-US/US/p/207#overview

Company Private FlightSafety & TRU 510 Training Courses

• FlightSafety & TRU Simulation will enter a Joint Venture • FlightSafety • Maintenance Initial – 8 days • Maintenance Practical – 5 days • Maintenance Update – 5 days • Engine Run & Taxi – 1 day • Avionics Initial – 5 days • T1 to T2 differences – 2 days • Avionics Practical – 5 days • Powerplant PW615F Line & Base – 5 days • Garmin G1000 eLearning – online • TRU Simulation • Maintenance Initial – 10 days

Company Private ProMaintenance

• ProMaintenance Solutions • Total management of scheduled, unscheduled and AOG maintenance events • Coordination of approved modifications and repairs • Management of AD’s, SB’s, and inspections • Technical records administration • CAMP reporting

Company Private Top Ten

1) Sign up for ProMaintenance • Single point of contact, virtual director of maintenance 2) When working an abnormal or emergency checklist, complete all checklist items. Don’t stop part way just because it seems the issue is resolved, as partial completion may cause further issues or leave the aircraft in a bad configuration for the remainder of the flight. 3) Bring your SD cards for maintenance to prevent delays 4) Top charge the battery every 8 days • Sulfates develop when battery is partially discharged

Company Private Top Ten

5) Do not wash the landing gears with a pressure washer

6) Service tires on a regular basis

7) Keep track of ICA (Interior and Avionics manuals) and having available for service

8) Sump the tanks (all of them) prior to first flight

9) Perform proper pre-flight checks after maintenance

10) Know your memory items

Company Private Webinars Q4 2018 Light Jet

REGISTER

• All model webinars scheduled: • 510 Series: Tuesday, November 6th, 10:00 CST

• www.txtavsupport.com Full Webinar Schedule Details

59 Billing & Invoice Accuracy

CJP Annual Convention

October 2018 We Heard You

• “Almost no bill from the service center is correct...”

• “I’ve had to spend weeks straightening out errors and confusion.”

• “Every bill requires some correction…”

• “Warranty work is often charged to programs…”

• “Even the customer portal doesn’t help.”

• “Still outstanding claims from January…”

• “In dispute from February…

• “Their billing practice sucks to put it mildly.” Ease of Doing Business

Same Day Invoicing – clear, timely, and accurate

Reduce the number of customer disputes

Reduce the cycle time for dispute resolution

62 Project Activities

• Cross-functional team (10 areas involved) • Current state process maps • Identified gaps and improvement opportunities • Identify robust solutions to gaps/opportunities (Q4 2018) • Solicit customer feedback before deployment • Develop and execute an action plan (Q4 2018 start)

63 Project Scope: Pre-Arrival

• Aftermarket Sales Proposals & PDCs • Clarity on terms and customer expectations • Deposits • Improved tracking system • Scheduling & Pre-Buys • Visibility of customer account info, coverage, and customer transfers

64 Project Scope: Mx Visit

Mx Events: scheduled, drop-ins, MSUs SAP & Lawson Design/Performance Visibility to warranty/programs coverage Automation, speed, integration

Quotes/Estimates during Mx events Warranty Claims Simplified process, consistent execution Timely processing

Invoices Credit Cards / Checks Accurate, timely, master data integrity, Timely processing program $$ value at line item level Progressive Payments Fuel Payment Process Process and improved tracking system Timely processing

65 Project Scope: Post Mx Visit

Customer Account Statements Warranty Claims / Adjudication Clear, drill down on portal, program balances Timely and accurate processing

Fuel Payment Process Program & Warranty Administration Timely processing, no duplicate billings Accurate billing

Technical Publications Billing Parts: Exchange, Mods, Returns No duplicate billings, on customer portal Improved visibility and processes

Customer Portal / eBilling Dispute Process Program balances, drill down to invoices, Reduced cycle time sort by type, link all accounts to one

66 What to Expect Next

Phase 1 (3 - 6 months) • Process Changes / Standard Work / Metrics • Customer Portal Enhancements • Salesforce Enhancements • Communication & Training

Phase 2 (6 - 12 months) • System Enhancements – SAP / eBilling

Phase 3 (12+ months) • Improved Systems Integration

67 Thank You QUESTIONS