ENGINES SPECIAL REPORT Data Compiled by David Leach SURVEY 2015 Text by Nigel Moll Part 3: ENGINES

PRODUCTPRODUCT SUPPORT SUPPORT SURVEY 2015 Part 3: ENGINES SPECIAL REPORT Data compiled by David Leach SURVEY 2015 Text by Nigel Moll Part 3: ENGINES

he engines are just one of many systems on a What have you business aircraft that can turn a multimillion- done for me lately? dollar transportation tool into a hangar T Williams ornament if they misbehave. And more than most of In our survey of readers, Wil- those other systems, their continued good behavior liams International finds itself king of the hill–a good place to be, is crucial if the airplane is to serve its occupants where results are more eloquent than talk of good intentions. Steve safely and reliably. In this, the third and final element Shettler, vice president of prod- of AIN’s 2015 Product Support Survey, our readers uct support for Williams, did not know the results of this year’s sur- hand down their verdicts on how well the engine vey when asked, “What have you manufacturers take care of them. Those companies, in done for me lately?” His response was quiet and to the point. turn, also get their chance to crow about the top-notch “When FJ44 owners hear about job they think they are doing. the benefits of our Total Assur- ance Program [TAP], nearly all Williams, which shares the top spot among But only one jet maker and one turboprop maker get enroll in it, and most upgrade to turbofans, knows what customers want is simple: to get back in the air quickly. our newest program, TAP Blue. to enjoy (briefly, before redoubling their efforts to retain TAP Blue is the most comprehen- and enables owners to operate our the lead) the vindication of knowing that they actually are sive engine maintenance program engines confidently and with no in the industry, and the high level surprises.” Among other things, providing the best support in business aviation. of participation shows the pro- TAP Blue covers all Service Bul- gram is meeting the needs of our letins (mandatory, recommended customers. It simplifies ownership and optional); foreign object debris www.ainonline.com JETS engines: the GE CF34, Honeywell TFE731, P&WC PW500 series and Last year Rolls-Royce and Williams shared top honors among engine R-R BR700 series. manufacturers in AIN’s annual product-support survey, each earning an overall average score of 8.0. This year, both companies improved on TURBOPROPS/TURBOSHAFTS last year’s score but Williams (with an overall average score of 8.3) out- The rankings of companies supporting their turboprops and climbed Rolls-Royce (8.1) and stands alone at the summit. turboshafts are the same this year as they were last year, but last year’s Tied for third place with overall average scores of 8.0 are GE (up from third-place finisher (Rolls-Royce and its turboshafts, with 6.9) failed to 7.6 last year) and Honeywell (7.9 last year). garner enough operator responses this year to be included in the survey. Pratt & Whitney Canada, which tied for third place last year with both Honeywell’s support for the TPE331 turboprop remains king of the GE and CFE with 7.6, bumped its score this year to 7.9 and takes fifth hill, scoring 8.5 this year (the highest overall average in both jets and place. CFE takes sixth place this year with an overall average of 7.7. turboprops), up from last year’s top ranking of 8.1 (which was also last The Rolls-Royce AE3007 and Williams FJ44 share the top spot this year’s highest overall average). This engine also rules most of the other year for specific turbofans with the highest overall average score (8.3), categories readers evaluated. dethroning the Honeywell HTF7000, which topped the list last year with Pratt & Whitney Canada retains second place, with an overall average 8.1 and shares third place this year with the R-R Tay at 8.2. The Tay is score of 7.8 this year versus 7.6 last year. tops for overall reliability, with 9.7. Turbomeca takes third place, with 6.8 this year versus 6.4

SURVEY 2015 Part 3: ENGINES

2015 Engine Manufacturer Ratings (FOD) damage; corrosion; forgiveness of minimum annual utilization; major and Ratings Overall Overall minor scheduled inspections; and unsched- Change Average Average 2014 to uled repairs. 2015 2014 2015 “Quick response that minimizes down- Turbofan time continues to be one of our highest priorities, so we have developed real-time Williams 8.3 8.0 0.3 analytics accessible to our support team. Our Rolls-Royce 8.1 8.0 0.1 entire team is aware of critical activities at GE 8.0 7.6 0.4 all times, enabling them to minimize down- Honeywell 8.0 7.9 0.1 time by completing maintenance quickly in P&WC 7.9 7.6 0.3 our repair station, getting parts shipped to CFE 7.7 7.6 0.1 service centers or simply responding to a question.” Turboprop/Turboshaft

Honeywell 8.5 8.1 0.4 Rolls-Royce The Rolls-Royce AE3007 shares the top spot P&WC 7.8 7.6 0.2 Andy Robinson, senior v-p of services among turbofans. Turbomeca 6.8 6.4 0.4 and customer support for civil small and *Companies are listed in order of their 2015 overall average. medium engines at Rolls-Royce, reports have data within minutes of the conclu- Ties are listed alphabetically. Bold indicates highest number in that “we now have automated engine sion of a flight compared to waiting 30 each category. health monitoring data downloads for days for a manual download.” The Rolls- 12345678910 the G450, G550 and G650. This capabil- Royce authorized service center network ity will soon be extended to Globals as has grown, with additions in Dubai, Bra- inadequate poor average good excellent well. The automated download means we zil, Malaysia, Singapore, Australia and 2015 Average Ratings of Engines

Overall Overall Ratings Factory Auth. Overall Average Average Change Service Service Parts Cost of AOG Warranty Technical Technical Cost-per- Engine Manufacturer Model 2015 2014 2014 to 2015 Centers Centers Availability Parts Response Fulfillment Manuals Reps Hour Programs Reliability Turbofan Rolls-Royce AE3007 8.3 7.9 0.4 8.5 8.6 8.5 7.1 8.5 8.6 7.4 8.6 8.1 9.3 Williams FJ44 8.3 8.0 0.3 8.1 7.7 8.6 7.6 8.8 8.7 7.6 8.1 8.3 9.2 Honeywell HTF7000 8.2 8.1 0.1 7.5 8.5 8.1 6.3 8.6 8.6 7.4 8.9 8.1 9.5 Rolls-Royce Tay 8.2 8.0 0.2 8.4 8.5 8.4 6.8 8.4 8.4 7.3 8.1 7.7 9.7 GE CF34 8.0 7.7 0.3 7.5 7.7 8.1 6.7 8.2 8.0 7.8 8.4 8.1 9.5 Honeywell TFE731 8.0 7.9 0.1 7.6 8.5 8.1 6.7 8.3 8.4 7.9 7.8 7.4 8.8

P&WC PW500 series 8.0 7.8 0.2 7.7 8.2 8.3 6.6 8.1 8.2 8.1 8.4 7.5 8.7 www.ainonline.com Rolls-Royce BR700 series 8.0 8.0 0.0 8.0 8.1 8.3 6.7 8.4 8.5 7.4 8.2 7.4 9.1 P&WC PW600 series 7.9 7.8 0.1 7.6 7.7 8.2 6.6 8.2 8.7 8.1 8.5 6.8 8.8 P&WC JT15D 7.8 7.2 0.6 8.1 7.9 7.8 6.1 7.2 7.5 8.3 8.6 7.1 9.0 CFE CFE738 7.7 7.6 0.1 7.7 8.3 7.8 6.7 8.5 7.7 8.3 8.0 5.9 8.1 P&WC PW300 series 7.7 7.6 0.1 7.7 8.0 8.0 6.7 7.5 7.9 7.6 8.0 7.2 8.6 Turboprop/Turboshaft Honeywell TPE331 turboprop 8.6 8.5 0.1 8.3 9.1 8.2 6.8 8.7 8.5 9.2 9.2 8.5 9.6 P&WC PT6A turboprop 7.8 7.7 0.1 7.0 7.8 8.2 6.7 8.0 7.8 8.1 8.1 6.7 9.1 P&WC PT6T/B/C turboshaft 7.8 7.5 0.3 6.6 6.5 8.5 7.4 8.0 8.5 8.3 7.8 6.4 9.0 P&WC PW200 series 7.6 7.6 0.0 7.5 7.1 7.8 6.8 8.4 7.1 7.0 8.4 6.5 8.6 Turbomeca Arriel 7.3 6.5 0.8 7.9 7.6 7.4 6.4 8.1 6.9 7.2 7.9 6.0 7.5

12345678910 *Companies are listed in order of their 2015 overall average. Ties are listed alphabetically. Bold indicates highest number in each category. inadequate poor average good excellent © 2015 AIN Publications. All Rights Reserved. For Reprints go to PRODUCT SUPPORT

SURVEY 2015 Part 3: ENGINES

them with their work.” The new diagnostic reports are “easy to read and [high- light actions that need] to be addressed. For a new customer today, it’s much simpler to gain access–63 percent fewer ques- tions, just six required fields, no GE contact or sponsor ques- tions and simultaneous access to multiple portals.” The new portal is also designed for ease of use, requiring “half the number of clicks and 80 percent less planned downtime, thanks to a proven, stable digital backbone. Much of this simplification can be attributed to the increased rigor that GE has invested [in] customer engagement and lis- tening sessions.” Second, “Ensuring Rapid Response.” GE says it is Engine manufacturers are constantly making “focused on driving regional improvements to their products and processes to ensure smooth operations for customers. alignment to support our customers no matter where they Nigeria taking the worldwide our monthly KPI [key perfor- assets. Customers now have easy are in the world. We have ded- roster beyond 55. “We have mance indicators] goals of 100 access to all their related docu- icated field service engineers added On Wing Care techni- percent averted missed trips ments such as technical publica- worldwide, and this year we cians in Luton, Dubai and Bei- and AOG resolution within tions, fleet highlights and so on. have expanded this organiza- jing, adding to those already 24 hours.” With the intent to make infor- tion by 33 percent. We have in North and South America, mation more meaningful, much grown to 30 authorized ser- for a total of 45 technicians. EG care has been invested towards vice center network members, “Our parts distribution net- Tom Hoferer, general man- ensuring that users are provided and the last seven additions www.ainonline.com work continues to expand, ager of commercial, service and with information that helps have been outside the U.S.” with additional sites in North support for business and general America [California, Indiana aviation at GE Aviation, says his and Georgia] and Europe [the company is “focusing on three UK and Germany], along with core imperatives.” planned additions in the Middle First, “elevating the cus- East [Dubai] and Asia [Hong tomer experience.” Last year Kong]. We can now deliver a the division overhauled its cus- part to a customer within 16 tomer web center and diagnos- hours of receiving the order any- tics reports. “The feedback was where in the world. that our tools and reports were Continued expansion of complex and not intuitive to our Operational Service Desk use. Focused on simplifying the capability [a new facility, more experience, the new ‘myGEAvi- personnel and more capa- ation.com’ site provides a cus- The CF34 has logged more than ble proprietary IT tools] has tomizable, easy-access portal 80 million flight hours and GE claims reliability of 99.99 percent.

SURVEY 2015 Part 3: ENGINES

This year, Lufthansa Technik Third, “Enhancing Engine Aero Alzey, BAS Singapore Life-Cycle Value.” The CF34 and Dallas Airmotive Singa- “is world class with 99.99-per- pore joined the network, and, cent reliability, enhancing air- the company said, “we are con- craft availability.” [GE defines sidering adding several interna- the figure of 99.99 percent as tional ExecuJet locations.” “a departure reliability met- Customers have “24/7 access ric based on a rolling 12-month to GE’s global support net- window. The percentage is based work, where multilingual rep- on the total number of incidents resentatives are on hand to of ‘no departure’ out of the serve them. Our metrics around total. So, in short, we had one AOG responsiveness have con- incident in the past 12 months in tinued to trend higher. Over the bizjet fleet for all models of the past 12 months, 95 per- the CF34.”] cent of all AOGs were resolved “We continue to increase in less than two hours (versus the scope of coverage and ben- four hours in 2014). Our deliv- efits for our OnPoint custom- ery times on parts or customer ers. [OnPoint for BizJets is GE’s fill rates are averaging 98 per- engine maintenance and support Honeywell’s improvements to HTF7000 components are expected to yield cent so far this year. One of the program for business aircraft.] a significantly smaller “reject”rate. contributing factors has been The coverage includes com- a radical reorganization of plete program management by business jets, compared with Honeywell, CFE the customer support and ser- an OEM expert, scheduled and 20 percent five years ago. “Air- Honeywell and its Global vice functions at GE Aviation, unscheduled maintenance, line craft valuation companies attri- Customer Committee (GCC) where the BGA team now has maintenance, transportation, bute up to a $2 million increase worked together to improve total organizational ownership loaner engines and diagnostics.” in residual value for customers the turbofan inspection criteria of its customer and product OnPoint coverage is now in effect with GE’s OnPoint service agree- for the AS907/HTF7000 com- support team.” for 40 percent of GE-powered ments on their engines.” pressor and impeller blades.

SURVEY RULES AND METHODOLOGY As with AIN’s previous annual Product Support Surveys, the objective this year • Factory-owned Service Centers–cost estimates versus actual, on-time

was to obtain from the users of business jets, turboprop airplanes and turbine- performance, scheduling ease, service experience. www.ainonline.com powered helicopters statistically valid information about the product support • Authorized Service Centers–same as above. provided by business aircraft manufacturers over the last year and to report • Parts Availability–in stock versus back order, shipping time. this information to our readers. The ultimate goal of the survey is to encourage • Cost of Parts–value for price paid. continuous improvement in aircraft product support throughout the industry. • AOG Response–speed, accuracy, cost. This survey was conducted via a dedicated website, created by AIN from • Warranty Fulfillment–ease of paperwork, extent of coverage. the ground up to provide improved ease of use and to encourage greater reader • Technical Manuals–ease of use, formats available, timeliness of updating. participation. • Technical Reps–response time, knowledge, effectiveness. AIN emailed qualified readers a link to the survey website and questionnaire. • Cost-per-hour Programs–cost vs. benefits, ease of administration. In total, 16,338 readers were invited to participate in the survey. • Overall Product Reliability–how the product’s reliability and quality stack up The survey website was open from May 4 to June 12. Respondents were asked against the competition. to rate individual aircraft and provide the tail number, age (less than 10 years old Respondents were also asked to recognize individuals who have provided or more than 10), primary region of service and whether they used factory-owned them with exceptional product support and service. The list of these people is or authorized service centers, or both. Respondents were also asked to rate, on available online at www.ainonline.com/above-beyond-2015. a scale from 1 to 10, the quality of service they received during the previous 12 The 2015 AIN Product Support Survey results for aircraft and avionics were months in the following categories: published in the August and September issues, respectively. n © 2015 AIN Publications. All Rights Reserved. For Reprints go to PRODUCT SUPPORT

SURVEY 2015 Part 3: ENGINES

“Analysis of removed compres- program to help reposition We have recently added mobile introduced for the PW307A last sor components found that the TFE731-50 fan blades in the repair team (MRT) capability in year has been extended to include allowable accept/reject crite- disk to lower the fan’s acoustic both Australia and Singapore the PW308C. This includes parts ria could be greatly expanded,” buzz saw noise and reduce wear to provide full support for the and labor for routine periodic said product support engineer and tear on the inlets. Asia-Pacific region. This latest inspections, corrosion cover- Mathew Williams. As a result, Dallas Airmotive received addition to our MRTs (Luton, age, low-level utilization inspec- Honeywell expects to see a approval from the Brazil’s UK, supporting the EMEA tions, technical publications “dramatic” reduction in the ANAC to perform line main- region; Sorocaba, Brazil, sup- and enhanced engine trending reject rate during the scheduled tenance on HTF7000-series porting South America; and 13 and performance margin anal- 8,000-hour compressor inspec- engines at its regional turbine independently located teams in ysis. The PT6A “value over- tions for the Challenger 300 engine repair facility in Belo the U.S. in addition to the teams haul” and hot-section inspection and 350, G280 and Legacy 450 Horizonte. Honeywell just in our regional centers support- programs have been renewed and 500. launched an interactive mobile ing North America) means that this year, providing operators Recently, Honeywell has app and website to provide cus- we now offer full MRT cover- with “up to $100,000 in sav- added FOD damage protection ings.” As a maintenance pro- to its maintenance service plan motion for PT6 and turboshaft (MSP) extended coverage. Mod- engines, P&WC has developed ern aircraft engines can suffer “PT6Smart” programs for spe- major damage from ingesting cific PT6As, among them a even small objects. By some esti- 1,000-hour engine-exchange mates, Honeywell reports, FOD program for the PT6A-21, “costs the global industry $13 bil- PT6A-41 and PT6A-42; a flat- lion per year worldwide in both rate engine-exchange program direct and indirect costs. Hon- for the PT6A-27, PT6A-28 and eywell’s new ‘gap’ program cov- PT6A-34; an engine-upgrade ers wear and tear items replaced program for the PT6A-114; and in the course of an FOD repair an extended-warranty option for that are not otherwise covered all PT6As. by airframe FOD insurance pol- The company has also icies. Engines eligible for the new expanded the P&WCSmart ini- FOD gap coverage include any tiative it launched at Heli-Expo TFE731, TPE331 or HTF7000 this year to provide turboshaft series engine, as well as APUs, in On its in-development PW800 engine that will power the G500 and G600, Pratt & operators with maintenance good standing on Honeywell’s Whitney Canada will build on the technology in the popular PW500/600 series. options that “enhance value MSP programs that has a FOD throughout the complete www.ainonline.com event on or after January 1 this tomers with the freshest infor- age in all corners of the globe. engine life cycle.” Among the year. CFE engines are not cur- mation on its engines and APUs. We now have 130 certified tech- options: a refresh program for rently included in the program.” nicians enabling rapid on-wing the PT6T-3 and T400; a barrier Lucy Martinez, with MSP after- Pratt & Whitney maintenance support, which filter upgrade for the PW200 market sales, noted, “Honey- Canada minimizes aircraft downtime.” series; a PT6B-A/B engine flat- well MSP customers don’t need P&WC singles out its three Initiatives introduced last year rate overhaul; and a PT6B- to do anything to their exist- key product-support initiatives and the commissioning of a new 37A capped-cost hot-section ing contracts to receive this as “speed, simplicity and prod- distribution center in Europe inspection and overhaul. new coverage.” uct performance.” have driven down engine rental Under “product perfor- Reliability and maintenance In the quest for speed, “again shipping time by 10 percent. mance,” P&WC says it has enhancements for the TFE731- this year, we are enhancing For simplicity, Customer Por- expanded its diagnostics, prog- 20/40/50/60 and HTF7000 series our Customer First Center by tal 2.0, currently under con- nostics and health manage- have been introduced this year, expanding the team supporting struction, will introduce “an ment (DPHM) suite to include among them new composite the PW300 and PW500 series, industry-leading online parts-or- STCs for its flight data acqui- fan bypass stator vanes with a effectively doubling our capacity dering functionality” among sition storage and transmission metal leading edge to improve to respond to customers’ engi- other things. The ESP Plati- (Fast) system for the ATR 42,

vane durability; and a software neering and technical groups. num level of coverage that was ATR 72 and AW139. “Fast will © 2015 AIN Publications. All Rights Reserved. For Reprints go to PRODUCT SUPPORT

SURVEY 2015 Part 3: ENGINES

customers will double over the next 10 years. Taking advan- tage of the planned introduc- tion of new light helicopters, Turbomeca will enlarge its support network to offer best-in- class service tailored to small fleet operators.” With 2,500 support employ- ees already on staff, Turbomeca says it is now working on doubling, by the end of next year, the ranks of its distributors and factory-certified maintenance centers (CMCs) from the current 36 worldwide. It expects to have approximately 100 by the end of Turbomeca says it has improved repair turnaround this decade. time for the Arrius by 40 percent since 2012. Turbomeca says it recently entered the final testing phase of securely transmit the key engine maintenance. Development of its engine repair turnaround time its Boost (Bank Of Online Ser- and aircraft data via global cel- our DPHM suite now allows (TAT) and FCU/HMU repair vices & Technologies) support lular wireless service to P&WC’s for PW307/PW308 compres- service rate. “Arriel and Arrius program. “Developed in associ- ground system, which then dis- sor pressure ratio trending that TAT was reduced by 40 percent ation with IBM, Boost is a plat- tributes data to WebEC for complements traditional ECTM from 2012 levels and we deliv- form of online integrated services, easy web access, automated methods for improved proac- ered 20 percent more FCU/HMU highly secured, which aims to help trend data updates and auto- tive health monitoring. The repairs than in 2013. As a conse- rotorcraft operators in their fleet mated e-mail event notifications. PW306A bleed valve system was quence, the availability of our management and their engine After every flight, Fast transfers upgraded, significantly increas- pool of FCU/HMU reached 95 maintenance. The power of Boost (either direct to the operator or ing its durability. This upgrade percent during the last quarter of lies in the interaction between the to its selected analytics center) replaces the solenoid, harness 2014. Last year the TBO for the electronic engine logbook, the the FDR data for an operator’s and in-line P3 filter.” TBO inter- Arriel 2S2 was extended to 3,850 interactive electronic technical FOQA requirements. Upgrades vals for the PW200 have been hours, and for the Arriel 1E2 publications and the engine con- to legacy systems are available raised to 4,000 hours from 3,500, FCU to 3,600 hours.” figuration management we con- with associated incentives.” and TBOs for some PT6As have In March this year, Turbom- trol as the OEM.” www.ainonline.com For regional turboprops, been upped by 10 percent. “We eca announced it will modernize This year, Turbomeca unveiled P&WC “improved a key cyclic also released BOV pneumatic its Tarnos plant, which is occu- new warranty features for all new life part for the PW150 to syn- sensing redesign on the PT6A- pied mainly with customer sup- and current civil engine models. chronize all the life-limited 67F to eliminate inspections.” port and MRO work. It will gain The Turbomeca Care Program parts, thus optimizing sub-life four new buildings, and two exist- “will provide additional warranty and in turn reducing operat- Turbomeca ing buildings will be revamped solutions and conditions for Tur- ing costs. We also implemented The French engine maker and expanded to 323,000 sq bomeca’s engines throughout a fuel-nozzle initiative for the says that, for the third consec- ft/30,000 sq m. The facility is their lifecycle and answer import- PW100 series that significantly utive year, “Our AOG delivery slated for completion by 2020. ant operator needs. reduces on-wing replacement performance has consistently Turbomeca says it has 1,800 The new warranty conditions time. Finally, a PW150 No. exceeded 95 percent and our customers that operate fewer include a 400-hour increase in 29 bearing was introduced for parts service rate 90 percent. We than five helicopters. “These coverage for repaired equipment improved durability.” also tightened our parts routine customers are important for at no extra cost for customers.” For turbofans, P&WC intro- order delivery time to five days us because they represent 80 New warranty extensions will duced a new PW500 acces- from 15. percent of our customer base. be offered, in hours or months, sory gearbox seal “that reduces The company says it dedicated With the Bell 505 entering ser- to align with customers’ opera-