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AIN 2014 Product Support Survey required tooling and material to to shape connectivity solutions. reliability challenge. Honeywell 2014 Engine rescue an AOG,” the company “When these pilot advisors on has had success in these types Survey Rules told AIN. our Global Customer Committee of location with hydrodynamic Manufacturer Ratings (GCC) told us they needed bet- carbon seal designs and has & Methodology Overall Overall Overall Williams International ter access to Honeywell’s techni- recently introduced them to Average Average Average As with AIN Publications’ previ- “We have been focusing on cal resources, we responded. The the TFE731-20/40/50/60 acces- 2014 2013 2013-2014 ous annual Product Support Surveys, ensuring owners have no worries new Honeywell Pilot Gateway sory gearboxes.” Turbofan the objective this year was to obtain when operating our engines.” To (http://pilots.honeywell.com) Honeywell has drawn on from the users of business jets, accomplish this, Williams intro- is a one-stop shop for our techni- human-factor design principles Rolls-Royce 8.0 7.8 0.2 turboprop airplanes and turbine- duced “significant enhancements cal publications, pilot guides and to reduce the number of tools Williams 8.0 8.1 -0.1 powered helicopters statistically to our Total Assurance Program familiarization videos, all orga- required to perform mainte- Honeywell 7.9 7.8 0.1 valid information about the product (TAP). We created TAP Blue, nized by aircraft make, model nance tasks on the HTF7000. CFE 7.6 7.3 0.3 support provided by engine manu- which provides an unlimited- and system type.” The tool also Historically, more than 30 dif- GE 7.6 7.9 -0.3 facturers over the last year and to duration warranty with coverage allows pilots to provide feed- ferent hand tools were required P&WC 7.6 7.7 -0.1 report this information to our read- beyond that offered anywhere back, report technical problems to perform maintenance tasks Turboprops ers. The ultimate goal of the survey is to encourage continuous improve- else in the industry.” and ask Honeywell experts oper- and this has now been reduced Honeywell 8.1 7.9 0.2 ment in aircraft product support Coverage includes all Ser- ational questions. A mobile app to only 13. P&WC 7.6 7.7 -0.1 throughout the industry. vice Bulletins (mandatory, will soon allow pilots to receive Honeywell says it contin- Rolls-Royce 6.9 7.1 -0.2 This survey was conducted via recommended and optional); alerts and updates specific to ues to expand the global Spex Turbomeca 6.4 6.3 0.1 Engine manufacturers outline FOD damage; corrosion; min- requirements with a few taps on asset pools of electronics and a dedicated website, created by * Companies are listed in order of their 2014 AIN from the ground up to provide imum annual utilization for- a screen. mechanical parts/services to overall average. Ties are listed alphabetically. product-support initiatives giveness; major and minor Honeywell has been working to improve aircraft availability. Bold indicates highest number in each category. improved ease of use and to encour- scheduled inspections; and improve reliability in the TFE731- “Strategic planning for regional Rating Scale: age greater reader participation. 1 2 3 4 5 6 7 8 9 10 Regardless of the verdicts place across our global foot- unscheduled repair. 20/40/50/60 and HTF7000 series. demand is key to enabling the AIN emailed qualified readers a link handed down by AIN’s read- print, in all our key service Williams says it sees mini- Specifically: improved-durability rapid delivery of both mechan- to the survey website and question- PRODUCT SUPPORT ers in this survey, all the compa- regions, including Asia, the mizing customer downtime as fan stator designs for the AS907/ ical and electrical components Inadequate Poor Average Good Excellent naire. In total, 21,584 readers were invited to participate in the survey. nies tasked with supporting the Middle East, South America another way to maximize the HTF7000 and TFE731-20/40 across the globe. Planning for The survey website was open from engines they built have a story and the U.S. We are commit- value of its engines. “Focus have been certified and will enter the right parts in the right loca- efficiency and has received the May 1 to June 13. Respondents to tell about how they have ted to ensuring our customers has been placed on turnaround spare part service early next year. tion continues to enable the highest ranking of Honeywell were asked to rate individual engines worked over the past 12 months have trained people with tool- times in our repair station to Both the TFE731-20/40/50/60 and 94-percent on-time-to-request customer service representative SURVEY and provide the primary region of 2014 to improve their performance in ing and spare parts near them, ensure customers can maximize the AS907/HTF7000 series have (OTTR) performance demon- groups for customer feedback PART 3: ENGINES service and whether they used fac- this endeavor. Support is crucial wherever they fly.” their flight operations. Most used composite fan bypass sta- strated with an average exceed- through our Net Satisfaction tory-owned or -authorized service for keeping the customer satis- Rolls-Royce’s dedicated oper- actions done in our repair sta- tor designs since their inception. ing 2,000 shipments per month.” Score surveys in 2014.” centers, or both. Respondents were fied and, probably more than ational service desk (OSD) tion are turned quickly enough “These strong, lightweight designs Honeywell arrives at the fig- Honeywell explains what it also asked to rate, on a scale from Williams and Rolls-Royce share jet honors, any other factor, it shapes an in Dahlewitz, Germany, has that engine rentals are not have performed well. When ure of 94 percent by dividing means by “adopting lean man- 1 to 10, the quality of service they engine builder’s reputation in enhanced its 24/7 coverage with required; this allows custom- replacement is required, how- the number of orders delivered ufacturing principles to manage received during the previous 12 while Honeywell leads in turboprop sector the market. new policies, procedures and pro- ers to come into service centers ever, it is commonly the result of on time by the total number of information” thus: “By thinking months in the following categories: tocols “to improve responsiveness only one time by eliminating leading-edge erosion. New, more orders due and multiplying that of information in terms of phys- • Factory-owned Service Centers– Rolls-Royce and raise operational availability. ical products, we can better assign by Nigel Moll (narrative) and David Leach (data and charts) cost estimates versus actual, CorporateCare, Rolls-Royce’s Examples include better account- Williams FJ44 Honeywell HTF7000 cycle time and turnaround time on time performance, scheduling fixed-cost-per-flying-hour engine ability and communications controls to AOG requests. By ease, service experience. Jet Engines Canada all tie for third this year with 7.6. CFE moves to maintenance management pro- within the OSD teams–including leveraging proven manufacturing • Authorized Service Centers–same third from fifth and 7.3 last year; GE drops to third this gram for new and in-service better visualization to simplify push and pull concepts, we can as above. Among manufacturers of turbofans for business air- year from second last year; and P&WC climbs to third BR725, BR710, Tay and AE3007 operations such as a live global better control the flow of infor- • Parts Availability–in stock versus craft, Williams retains the number-one slot in product sup- this year from fourth last year. engines “enhances asset value and map identifying which custom- mation and measure productiv- back order, shipping time. port but is not alone at the top this year, sharing the honors In the individual turbofan type rankings, Honeywell’s liquidity, mitigates maintenance ers require support and how that ity at a granular level and not just • Cost of Parts–value for price paid. with Rolls-Royce, which moves up from the number-three HTF7000 series is still top dog, with 8.1 this year versus cost risk and protects against support is being delivered. We overall throughput. Continuous • AOG Response–speed, accuracy, unforeseen costs and unscheduled are already seeing the benefit; improvement efforts are focused slot it held last year. 8.3 last year. In close second is the engine that made cost. events anywhere in the world.” we have significantly reduced the on the areas where we identify • –ease of Rolls-Royce and Williams both scored 8.0 this year, the greatest gain this year–the Rolls-Royce BR700 Warranty Fulfillment Some 1,500 aircraft are now cov- number of missed trips and we waste in the process and maximize paperwork, extent of coverage. representing a drop of 0.1 for Williams and a gain of 0.2 series, which ranked tenth last year with 7.6 and jumped ered by CorporateCare around have significantly improved our our capacity through incremental • Technical Manuals–response time, for Rolls over last year. Honeywell takes second place with to second this year with 8.0. Also scoring 8.0 and tying the world and more than 70 per- AOG response times.” work flow adjustments depending knowledge, effectiveness. 7.9, up from 7.8 last year. CFE, GE and Pratt & Whitney for second place are the R-R Tay (which also placed sec- cent of new aircraft delivered with Rolls is developing its network the return trip to exchange a erosion-tolerant designs have been number by 100 percent. “The on de mand hour by hour within • Technical Reps–response time, ond last year with 8.2) and the Williams FJ44 (up from Rolls-Royce engines are enrolled of parts distribution centers and rental engine.
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