required tooling and material to to shape connectivity solutions. reliability challenge. 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 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.” 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 airplanes and - 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 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 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.” workflow­ 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 demand­ 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. This will con- introduced that use a full metal requested delivery date is the our defined work stream.” knowledge, effectiveness. P&WC third with 8.1 last year). Tying for third are the Honeywell in the program. recently opened a new one at Los tinue to be an area of focus in wrap of the leading edge rather date the customer sets to receive • Cost-per-Hour Programs–Cost vs. TFE731 (up from seventh last year) and the R-R AE3007 “Aircraft buyers increasingly Angeles (LAX) with stocks for the future.” than the previous metal mesh. the material at its facility, not a GE benefits, ease of administration. (down from second last year). Two P&WC turbofans recognize the risk transfer ben- BR710 and BR725 engines. As noted last year, “train- These new designs will enter spare negotiated date.” Thanks to guidance and • Overall Product Reliability–How tie for fourth: the PW500 series (up from seventh last efits and increased asset liquid- The company plans to estab- ing requirements and support part service in early 2015.” Compared with the previous input from its Customer Advi- the product’s overall reliability year) and the PW600 series (up from sixth last year). ity that CorporateCare brings in lish more parts centers in the to the authorized service net- Honeywell is introducing three-year period, parts inven- sory Council, GE learned that and quality stack up against the The GE CF34 takes fifth place again this year with 7.7 a market where pre-owned air- Middle East, Asia and South work continue to be a prior- turbine airfoil inspection crite- tory has increased by 6 percent its Customer Web Center (CWC) competition’s. (down from 7.9 last year). Tying at sixth with 7.6 are the craft sales are busy–something America this year. “We are in ity. These facilities and their ria and repairs that will extend in Europe, the Middle East, and diagnostic reports were too Respondents were also asked to CFE738 (up from 7.3 and tenth last year) and the P&WC that brokers have confirmed to the process of positioning our employees directly affect the the lives of these components, India and Africa and by 66 per- complex and has revamped both. recognize individuals who had pro- PW300 series (up from 7.5 and ninth last year). Taking us directly. Our analysis shows lease engine assets in strategic operation of owners’ engines and the process will be com- cent in Asia-Pacific. The new myGEAviation.com, to vided them with exceptional product seventh place is the P&WC JT15D with 7.2 (down from that CorporateCare-enrolled regions around the world, which by ensuring routine mainte- pleted by year-end. “Turbine air- For Honeywell, AOG res- be introduced soon, “provides support and service. The list of these people is available online at www. 8.0 and fourth place last year). aircraft sell twice as quickly as will also enable us to respond nance is done correctly. Having foil replacement is a common olution “remains a key focus a customizable portal directly those outside the program,” said much more quickly to any skilled mechanics who are well maintenance cost driver for most to ensure a high level of cus- linked to the customer’s assets ainonline.com/above-beyond-2014. Turboprop Engines the engine maker. engine-change requirements. trained and informed is crucial turbine engines. Honeywell is tomer satisfaction during our for easy access to all GE docu- The 2014 AIN Product Support The rankings this year for who provides the best sup- Rolls-Royce has seen rapid “We now have a mobile repair to smooth daily operations for addressing this on the TFE731- operators’ time of need. Fur- ments such as technical publica- Survey results for engines are pub- port among the makers of turboprop engines for business growth in its network of autho- team ready to respond globally owners and operators.” 20/40/50/60 by introducing to ther enhancements to visual tions, fleet highlights and so on. lished in this issue; the aircraft aircraft, according to AIN readers, are in exactly the same rized service centers: at the start to On Wing Care (OWC) spe- the maintenance manuals revised controls, cross-training plans You will be able to personalize results were published in August and the avionics results were pub- order as last year. Honeywell retains the top spot, followed of 2012 there were nine, but by cialist/complex issues. We plan Honeywell, CFE inspection criteria and repairs.” and adopting lean manufac- the site for your needs and reach lished in September. For information by P&WC, Rolls-Royce and Turbomeca. By turboprop the end of that year the num- to further add to this service Similar to the Honeywell The company expects to com- turing principles to manage the information you seek with about the survey methodology and engine model, the TPE331 remains at the top spot with a ber exceeded 30. By the end of by placing some key OWC spe- Direct Access mobile applica- plete these changes by year-end. information that yielded posi- very few clicks versus the CWC. for answers to other questions about last year there were 54 contracts, cialists nearer to our customers tion that was released late last TFE731-20/40/50/60 acces­­ ­ tive improvements in 2013 con- We are designing the new site score of 8.5, up 0.1 from last year. In second place is the the survey, please contact David and by the end of this year Rolls in Europe, the Middle East and year (http://aerospace.honeywell. sory gearbox seals are being tinues this year.” Although it with updated technology so that P&WC PT6A, followed by its PW200-series stablemates Leach, AIN director of finance and expects to have 84 authorized Asia. This will enable customers com/MobileApp), the Honeywell upgraded to hydrodynamic car- handled more volume than in it will no longer have to be taken in third place. P&WC’s PT6T/B/C comes in new product/online development, at service centers under contract. to benefit from having our spe- Global Customer Committee bon. “Oil leaks at accessory 2013, “the AOG team contin- down for system upgrades.” fourth. In fifth place is the Rolls-Royce 250 turboshaft, and [email protected]. –R.R.P. “This growth will take cialists in the region, with all the is again using members’ input gearbox pads can be a recurring ues to perform at a high level of u © 2014 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com the Turbomeca Arriel turboshaft finishes sixth. © 2014 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com Continues on next page

46 Aviation International News • October 2014 • www.ainonline.com www.ainonline.com • October 2014 • Aviation International News 47 Rolls-Royce Tay) with a score “Each and every year, P&WC periodic inspections, corrosion AOG prevention, engine-con- example) as well as unscheduled scheduled and unscheduled of 9.4 in the “overall engine looks to institute changes that repair, low-utilization inspec- dition trend monitoring and events such as engine or accessory maintenance coverage, on-site reliability” column. GE metrics will provide a positive impact on tions, renewal of technical pub- data administration.” repairs, limiting exposure to unex- expertise and customized daily give the engine 99.99-percent these three pillars.” lications and enhanced engine pected expenses. It carries a fixed technical support, fleet man- PRODUCT SUPPORT reliability. GE Aviation’s hourly trending and performance mar- Turbomeca cost per engine flight hour and is agement, maintenance proce- engine maintenance cost pro- Ease of Business gin analysis above and beyond “‘We keep you flying’ linked to the number of hours an dure and technical publication gram, OnPoint, is enjoying Building on last year’s initia- the standard maintenance cov- is our commitment,” says operator flies. Customers can also optimization, training and SURVEY 2014 growing popularity. More than tives, P&WC says it continues to erage. There is also “increased Turbomeca, “and behind these choose the availability, logistics stock management. PART 3: ENGINES 40 percent of GE-powered busi- refine its Customer First Centre front-line capacity for ESP Pro- four words there is a strong and financial services they wish to Both SBH and GSP are tai- ness jets are now signed up for with the introduction of a cus- gram customers.” message and promise to cus- include in their contract. lor-made programs developed uContinued from preceding page trend upwards. Over the past OnPoint, versus 20 percent five tomer relationship management P&WC is offering an tomers. Along with this prom- Turbomeca GSP contracts can include with customers to answer specific Diagnostic reports will be 12 months, 95 percent of all years ago. “Additionally, air- system that integrates all aspects extended warranty program on ise, a value-based strategy has automatic stock replenishment, Continues on next page u more user-friendly, provid- AOGs were resolved in less craft valuation companies attri- of its frontline support. “This the PT6A, to further enhance also been put into place that ing “an easy-to-read action- than four hours. For every- bute up to a $2 million increase totally redesigned system incor- the goal of predictability for has been built around four able summary that identifies any day support, our 95-percent in residual value for customers porates the best practices from the operator. Operators can core values: safety, reliability, items that need to be addressed on-time to customer request with an OnPoint service agree- the industry in a comprehensive now benefit from a 500-hour or proximity and innovation.” in a simple format.” metrics highlight the emphasis ment on their engines.” package that focuses on stream- one-year extension (whichever To keep pace with an uptick we place on providing custom- lining customer interactions. A occurs first) to the basic engine Safety in international flights, GE ers with timely service.” Pratt & Whitney Canada further extension of this philos- warranty for new engines. The manufacturer says there has expanded its support foot- GE launched the GE Bea- Pratt & Whitney Canada ophy is the introduction of inte- In May, two maintenance have been zero uncommanded print by 17 percent with the con, a 24-hour customer service (P&WC), which supports more grated event management with facilities were added to the in-flight shutdowns on Turbo- addition of Jet Aviation Singa­ and support smartphone app, in than 50,000 corporate, gen- the aircraft OEMs to ensure network, and they will be on meca-powered single-engine air- pore, Jet Aviation Basel and 2012 and since then it has been eral aviation, regional airline rapid and seamless service where line by the end of the year to craft since 2012. Metrojet in Hong Kong as downloaded by 1,600 custom- and helicopter engines oper- everyone is aware of the situa- offer enhanced MRO support With the objective of bring- authorized service centers and ers, who are getting “a response ating in some 200 countries, tion and the plan.” on PT6T, PT6C, PW200 and ing to the helicopter indus- by deploying field service per- time of less than 10 minutes.” says it continues to push for- Survey responses received PW210 engines in the Middle try the same level of safety sonnel in Europe, Asia and the The CF34 continues to ward in the corporate market from thousands of current East and in North America. enjoyed by the commercial avi- Middle East. rack up an enviable reliability both from a product and ser- users, says P&WC, suggest that ation world, “in which [parent GE says its AOG respon- record, and in this year’s survey vice perspective. On the prod- “good progress is being made Speed company] is an impor- siveness metrics “continue to it ties for first place (with the uct front, there is “significant in further refining the techni- P&WC says it is taking steps tant actor, Turbomeca has activity” around the PW300 cal publications section of the to expand and locate services continued to implement SMS series with the introduction of customer portal.” Respond- closer to its customer base for (safety management system) GE CF34 the improved PW308C, which ing to their feedback, P&WC faster support deployment. throughout its MRO activities has a greener , for “has addressed concerns and The company is expanding its and plans to extend these ini- the Falcon 2000S/LXS; the has introduced enhanced fea- international footprint and ser- tiatives to production activities PW307D for the Falcon 8X; tures improving functional- vice coverage with the contin- next year.” the PW307B for the Learjet 85; ities. As a result portal traffic ued ramp up of its Asian hub and the PW306D for the new is up by 20 percent over the last in Singapore. Front-line capac- Reliability Sovereign+ and Latitude. 12 months.” ity is being bolstered with the Turbomeca says it has made P&WC says that its custom- P&WC has recently intro- addition of in-region customer progress with engine reliability ers tell the company the three duced a Platinum level of cov- managers and customer engi- in three areas: things they expect above all else erage for the ESP program neers. These people augment “TBO extensions and align- are product performance, speed offered to Falcon 7X opera- the fully staffed, 24-hour Cus- ments (the Arriel 1D1 and Arriel and ease of doing business. tors. It adds inclusion of routine tomer First Centre. 1E2 and their accessories have To provide added support seen TBO increases of 20 per- to European, Middle East and cent over the last few years); 2014 Ratings by Category and Type of Engine African customers, P&WC mean time between failure (a has opened a distribution cen- 60-percent improvement has Ratings ter for rental engines in Frank- been achieved since 2005, in par- Overall Overall Change Factory Auth. Cost per Overall Average Average 2013 to Service Service Parts Cost of AOG Warranty Technical Technical Hour Engine furt, Germany. ticular on the Arriel 1, Arriel 2 2014 2013 2014 Centers Centers Availability Parts Response Fulfillment Manuals Reps Programs Reliability On the turboshaft front, and Arrius 2F. For example, the P&WC is offering a zero-time Arrius 2F reached an MTBF of Turbofan exchange program for select 7,000 hours last year); and FCU- Honeywell HTF7000 8.1 8.3 -0.2 7.7 8.3 8.1 6.8 7.8 8.5 7.8 7.8 8.1 9.3 PW200 models at predetermined HMU availability (a 10-per- Rolls-Royce BR700 series 8.0 7.6 0.4 8.3 8.1 8.0 6.2 8.3 8.4 7.2 8.4 7.5 9.3 pricing. This saves the operator cent increase in production has Williams FJ44 8.0 8.1 -0.1 7.6 7.6 8.4 6.7 8.2 8.4 7.7 8.3 7.5 9.2 one removal and installation and enabled us to reach a 92-percent Rolls-Royce Tay 8.0 8.2 -0.2 8.3 8.2 8.2 6.1 8.3 8.4 7.0 8.2 7.5 9.4 provides a “no-surprises envi- worldwide service rate).” Rolls-Royce AE3007 7.9 8.2 -0.3 7.4 7.3 8.0 6.8 8.2 8.3 7.1 8.2 7.6 9.1 ronment” when it is time for an Two more objectives are in Honeywell TFE731 7.9 7.7 0.2 7.4 8.0 7.8 6.4 7.9 8.1 7.9 8.2 7.6 8.9 engine overhaul. place to continue the improve- P&WC PW500 series 7.8 7.7 0.1 7.7 7.8 7.8 6.6 8.0 8.0 7.9 8.1 7.3 8.5 P&WC has introduced an ment of Turbomeca’s support in P&WC PW600 series 7.8 7.8 0.0 7.9 8.0 7.8 6.6 7.9 7.9 7.9 7.9 7.3 9.0 upgrade package for the PT6C- this area: “95-percent service rate GE CF34 7.7 7.9 -0.2 7.2 8.0 7.8 6.2 7.6 7.4 7.4 8.0 7.4 9.4 67C to improve its performance for our Pool assets by the end of CFE CFE738 7.6 7.3 0.3 7.3 7.7 7.6 6.4 7.9 7.6 8.1 7.9 6.5 8.6 in hot and harsh environments. this year; and 50-day turnaround P&WC PW300 series 7.6 7.5 0.1 7.5 7.6 7.5 6.1 7.6 7.9 7.8 7.6 7.0 8.7 It has also developed and put time by the end of next year, a P&WC JT15D 7.2 8.0 -0.8 6.8 6.9 7.4 5.9 6.9 7.3 7.6 7.7 6.4 8.7 in place repair capabilities for continuation of our pursuit to Turboprop & Turboshaft new engine models such as the decrease repair cycles, which TPE331 PT6C-67E and PW210. have already reduced by 30 per- Honeywell turboprop 8.5 8.4 0.1 9.0 8.9 8.1 6.8 8.6 8.7 8.9 8.9 6.8 9.6 The Cessna Caravan can cent between 2011 and 2013.” P&WC PT6A turboprop 7.7 7.8 -0.1 7.6 7.8 7.9 5.8 7.6 7.9 7.9 8.1 6.6 9.2 now be equipped with P&WC’s Turbomeca offers two pack-

P&WC PW200 series 7.6 7.8 -0.2 6.8 7.1 7.5 6.6 7.9 7.5 8.0 7.7 7.7 8.6 fully automated flight acquisi- ages, Support By the Hour turboshaft tion storage and (SBH) and Global Support P&WC PT6T/B/C 7.5 7.5 0.0 6.8 6.9 7.5 6.2 7.5 8.0 8.1 7.7 6.8 8.6 (Fast) system, which auto- Package (GSP), to bring civil turboshaft matically collects engine man- and military operators visibility Rolls-Royce 250 turboshaft 7.1 7.0 0.1 7.6 8.2 7.5 6.1 6.7 6.3 7.5 7.4 5.9 7.4 agement unit and flight data on maintenance costs and peace Turbomeca Arriel 6.5 6.6 -0.1 6.0 6.4 6.2 5.1 6.7 6.4 6.6 7.3 6.0 7.7 recorder files for the engine and of mind in terms of planning Rating 1 2 3 4 5 6 7 8 9 10 transmits them over the cel- and budgeting. * Companies are listed in order of their 2014 overall average. Scale: Ties are listed alphabetically. lular system when the aircraft SBH can cover scheduled Bold indicates highest number in each category. Inadequate Poor Average Good Excellent

lands. “This greatly assists in © 2014 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com maintenance (overhauls, for © 2014 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com

48 Aviation International News • October 2014 • www.ainonline.com www.ainonline.com • October 2014 • Aviation International News 49 employing 2,500 people in 12 of online services “designed to in the works include tools for ad- as well as industry-leading time different countries, Turbomeca smooth and facilitate mainte- vanced troubleshooting and en- on wing. Business-jet opera- says its customer support ser- nance operations and airworthi- gine health monitoring. These tors (mostly BBJs) benefit from vices are “close to customers, to ness tasks and assist operators in first web services are currently be- the worldwide network CFM PART 3: ENGINES provide them with commercial maintenance planning and con- ing tested by customers and will has established to support air- uContinued from preceding page and technical services as near as figuration management.” The be available next year. line operations. This network needs, and the prices depend on possible to their operations.” services are built around two includes approximately 150 field the engine type and age. main functions: the electronic en- CFM* service engineers in more than Innovation gine logbook and the web-IETP CFM International’s CFM56 50 countries to provide day-to- Proximity Turbomeca is developing (online engine technical publica- (nearly 27,000 delivered to date) day support and technical guid- With its support footprint Boost (Bank of Online Servic- tions that are linked to the engine has racked up a stellar 99.98-per- ance, augmented by a team of spanning five continents and es and Technologies), a variety logbook). Future services already cent departure reliability rate, customer support managers who track fleet trends, liaise with the engineering teams, work with line maintenance service providers and oversee bigger initiatives. Some of its continuing initia- tives to support oper- ators include streamlining the process by which new customers are brought on board; custom- izing low-utilization guidelines­ specifically for these operators to provide airliner levels of reliabil- ity with minimal maintenance burden; and providing access to CFM’s flight operations team. CFM says it continues to enhance its three 24/7 Aviation Operation Centers in China, France and the U.S. with stream- lined processes combined with responsiveness metrics to exceed customer expectations. These facilities field more than 6,000 inquiries annually, and the com- pany says its response time is averaging 2.8 hours. The cus- tomer website makes available support tools, including a tech- nical library, parts ordering and warranty processing, combined with enhanced search capabilities. CFM operates four train- ing facilities: in Cincinnati; Guanghan City, China; Hyder- abad, India; and Paris, France. It has added and expanded online training for CFM56s. CFM also maintains what it describes as the most open after- market support network in the industry. There are 45 CFM- licensed overhaul and repair facilities in 13 countries, of which nearly 30 percent are GE/ Snecma joint venture and allied shops. In addition, CFM’s par- ent companies operate six repair locations. The company also maintains a pool of more than 200 spare CFM56s, positioned at 13 locations worldwide for rapid response. o

*Insufficient responses for inclusion in survey data, but CFM’s response is included here for completeness.

Correction The overall average for Cessna (Cita- tion) in the Newer Business Jets sec- tion of the “Combined Overall Average Ratings of New and Older Aircraft” chart (AIN, August, page 22) should have read 7.5 instead of 7.3. n © 2014 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com

50 Aviation International News • October 2014 • www.ainonline.com