in a time period (number of orders deliv- aircraft availability. Today both mechanical customer-support mobile application to Rolls-Royce ered on time ÷ total number of orders and electronic products are part of Spex. “enhance and simplify the service expe- 2013 due x 100 percent). The requested deliv- Primary investments have been made rience.” GCC membership has expanded Rolls-Royce, which highlights its four ery date is the date the customer sets to to support regional stocking to support into the Asia-Pacific region, Brazil and pillars of product support as 24/7/365 receive the material at its facility, not a normal Spex exchange transactions and Mexico. Introduced in 2011 after a merger responsiveness, service delivery, commu- negotiated date. AOG support. “Our invest- of the legacy U.S. NBAA Tech Committee nications and business administration, has also been preparing for ments have included new and the European Operator Advisory ties (with Honeywell) for third place in new models entering into service such as avionics, cabin manage- Board, the GCC was intended this year’s survey with a score of 7.8 for PRODUCT the HTF7250G powering the Gulfstream ment and mechanical to improve support by cre- jet engines, down from a tie (with GE) G280 and the HTF7500E that will power products on aircraft ating a global top-25 for first place last year with 8.0. On the PART 3 - ENGINES the Embraer Legacy 450 and 500. now entering service action list. The com- / side, Rolls-Royce SUPPORT AOG support “continues to demon- and being retrofitted mittee now has almost hoisted itself from last year’s lowest rank- SURVEY strate improved customer service, respon- in the aftermarket 80 members across the ing to the third spot this year, with a score siveness and overall performance.” One through the autho- globe, with 41 in the of 7.1 this year versus 7.2 last year. example is enhancing visual controls, rized channel partner Americas region, 20 in Rolls-Royce runs two operation cen- which leads to an “increased awareness and dealer network,” the Europe, Middle East, ters–in Dahlewitz, Germany, and Indi- of critical milestones during the order ful- the company says. Africa and India (EMEAI) anapolis in the U.S.–offering 24/7 fillment process. These process enhance- The HTF7000 engine region and 16 in Asia-Pacific management of AOG issues and provid- In 2012 GE’s message was “‘No mat- the past 12 months, 77 percent of AOGs ments allow the AOG organization to series is now on board the (APAC). The membership con- ing regional customer managers for single Williams leads , ter where you land, you are never alone.’ were resolved in less than two hours, and measure and monitor internal cycle time Bombardier Challenger HONEYWELL HTF7000 sists mostly of directors of main- point-of-contact for resolution of cus- This isn’t just a slogan for us. It is the 92 percent in less than four hours. For between process steps in addition to over- 300 and 350, Embraer Legacy 400/500 tenance, pilots and key leaders within the tomer issues. The role of the operation guiding force behind everything we do,” everyday support, our 95-percent on- all OTTR performance. This increased and Gulfstream G280, and Honeywell company’s network of 390 “authorized centers continues to expand and both will Honeywell tops t-props according to GE. “We continue to incor- time response speaks for the emphasis we situational awareness drives more effi- says the series has achieved 99.9-percent channel partners.” The committee meets be capable of addressing multiple issues, porate customer feedback to enhance place on providing customers with timely cient work-flow management and pro- dispatch reliability (meaning it is mission in person biannually in the Americas, including parts, maintenance trouble- by Nigel Moll our service and support offerings around service.” vides a key level of detail during load capable 99.9 percent of the time) across a EMEAI and APAC and also holds two shooting, technical variances and support three pillars: enhanc- GE’s authorized service center net- balancing planning.” fleet of more than 820 engines with more teleconferences in each region. of leased engines. The individual business-aircraft engines that take the trophies for most reliable and ing customer expe- work continues to expand inter- Honeywell says it continues to invest than 1.6 million hours of service logged. Honeywell said that 16 of the 390 Rolls-Royce says it is also “intensely best supported are the Honeywell HTF7000-series turbofans and the Honeywell TPE331 rience, ensuring nationally with the in expanding its global Spex (Sperry Honeywell is partnering with the authorized “channel partner/dealers” focused” on parts issues and the tech- turboprop, according to AIN’s readers in our 2013 Product Support Survey. But the rapid response and addition of MNG Exchange) asset pools of electronics and One Honeywell Global Customer Com- were added this year but did not identify nical aspects that drive AOG events, engine manufacturers the readers chose for providing the best support overall are Williams increasing engine Jet in Istan- mechanical parts/services to improve mittee (GCC) and launching a new any of the locations. Report continues on next page u for turbofans and Honeywell for . life-cycle value.” bul, Turkey, and Williams (turbofans) and Honeywell (turboprops/) were also the only In the past year, Staeco and Caiga engine manufacturers to score more this year than they did last year; all the others either GE says it has in China. GE has tied their last-year numbers or fell short. simplified its pro- also provided sup- 2013 CATEGORY RATINGS As usual, we asked readers to single out specific people for providing exemplary product cesses, such as “cus- port at major global events Overall Overall Factory Authorized Cost Overall Ratings Parts Cost AOG Warranty Technical Technical support, and we asked the manufacturers to shed light on what they have done in the past tomer onboarding,” such as the Olympics. Average Average Service Service per Hour Engine Change Availability of Parts Response Fullfillment Manuals Reps 12 months to beef up the product support they provide to their customers. and line maintenance GE CF34 GE says the CF34 is now demon- 2013 2012 Centers Centers Programs Reliability training has expanded to more interna- strating 99.99-percent reliability, enhanc- Williams International tional locations. Quarterly e-newsletters ing not only aircraft availability but also handle any technical and administrative for turboprop and operators value. “Aircraft valuation companies Honeywell HTF7000 8.3 8.0 0.3 8.1 8.6 8.0 6.8 8.6 8.6 7.9 8.3 7.8 9.3 Williams International says its team questions that may arise.” highlight key technical and operational attribute up to a $2 million increase in Rolls-Royce AE3007 8.2 8.4 -0.2 7.8 7.9 8.0 7.2 8.1 8.4 8.1 8.3 7.8 9.1 is focused on “providing the best engines Training and support to the autho- changes. residual value for customers with GE’s and maintenance in the industry by con- rized service network continues to be a With guidance and input from its Cus- OnPoint service agreements on their Rolls-Royce Tay 8.2 8.2 0.0 8.5 8.5 8.4 6.4 8.2 8.5 7.6 8.3 7.5 9.5 tinuously improving all aspects of owning high priority, says Williams, which devel- tomer Advisory Council, GE has devel- engines. We incorporated additional Williams FJ44 8.1 7.9 0.2 8.4 7.6 8.1 6.8 8.2 8.9 8.1 8.0 7.4 8.8 and operating Williams engines.” AIN ops and instructs all of its training and oped new collaborative online tools to products, such as health monitoring, in readers agree, having placed Williams at requires authorized facilities to attend so make it easier for customers to deal with our OnPoint agreements while expanding P&WC JT15D 8.0 7.5 0.5 7.8 8.2 8.3 6.3 7.7 8.1 8.0 8.1 7.3 9.2 the top of the 2013 rankings for product that the most current and accu- the company. “We are developing a new payment options. To reduce our custom- GE CF34 7.9 8.1 -0.2 7.6 8.0 7.9 7.1 7.8 7.9 7.6 7.7 7.7 9.0 support among turbofan engine rate information is myAviation.com portal, where custom- ers’ maintenance costs, we reviewed our manufacturers with taught and imple- ers can bookmark the information they engine performance and hardware condi- P&WC PW600 series 7.8 7.9 -0.1 7.9 8.3 7.8 6.8 7.4 7.6 7.8 7.4 7.3 9.0 a score of 8.1. mented in custom- want, to minimize search time. Beta tests tions, allowing us to introduce cost-effec- CFM CFM56 7.7 N/A N/A 7.4 7.7 8.2 6.3 7.5 8.0 8.2 6.8 6.1 9.2 Last year the ers’ engines. are under way on our Customer Com- tive programs and repairs.” company took Williams’s Total munity site that will allow interaction Honeywell TFE731 7.7 7.8 -0.1 7.2 8.0 7.6 6.4 7.6 7.8 7.7 8.1 7.3 8.7 the second Assurance Program between customers and GE. Today, cus- P&WC PW500 series 7.7 7.7 0.0 7.8 7.5 7.9 6.4 7.8 7.9 7.8 7.5 6.7 8.6 spot among jet (Tap) “continues to tomers who subscribe to our newsletters Honeywell, CFE manufacturers ensure owners enjoy and technical documentation receive noti- Among jet engine manufacturers, Rolls-Royce BR700 series 7.6 7.7 -0.1 7.8 7.8 7.7 5.7 7.7 7.7 7.0 8.0 6.8 9.1 with a score of smooth operations and fications directly to keep them updated Honeywell placed third this year (tying P&WC PW300 series 7.5 7.8 -0.3 7.3 7.1 7.4 6.1 7.5 8.0 7.6 7.8 7.2 8.3 7.9, behind GE predictable operating costs. on critical information.” with Rolls-Royce) with a score of 7.8. Both and Rolls-Royce, Buyers of aircraft are demand- In October last year GE launched its score and ranking remained exactly CFE CFE738 7.3 7.7 -0.4 6.9 7.4 7.0 6.1 7.6 7.3 7.6 8.0 6.9 8.1 which tied for first ing this coverage whether purchas- GE Beacon, a free smartphone app for the same as last year’s. As it did last year TURBOPROP & TURBOSHAFT with 8.0. WILLIAMS FJ44-4 ing new or used. Owners and financial 24/7 customer service and support. After with a score of 7.7, CFE (CFE738 turbo- “Open communication with our institutions are also seeing the benefit of entering aircraft information, custom- fan) placed last this year with 7.3. On the Honeywell TPE331 turboprop 8.4 7.9 0.5 8.7 8.6 7.9 6.4 8.1 8.6 8.9 9.2 7.9 9.6 customers is crucial to successfully giv- Tap since it increases resale value and ers can activate the Beacon for their ser- turboprop rankings, Honeywell retains P&WC PT6A turboprop 7.8 7.7 0.1 7.1 7.7 8.3 6.0 7.6 7.6 8.0 7.9 7.3 9.2 ing them what they need. This commu- ensures safe operation, thus maintaining vice and support needs, such as service the number-one slot this year for its sup- nication has allowed us to develop a value in the asset they are financing. Tap calls, sales inquiries or AOG issues. The port of the TPE331, with a score of 7.9 P&WC PW200 series turboshaft 7.8 7.4 0.4 7.5 6.6 7.7 6.7 8.1 8.1 8.1 7.9 7.3 8.4 new option in ensuring totally predict- is a basic necessity in owning an aircraft, activation sends a signal to the GE Avi- versus last year’s 7.8. P&WC PT6T/B/C turboshaft 7.5 7.7 -0.2 6.4 6.8 7.4 6.7 7.3 7.3 7.9 7.3 7.6 8.7 able operating costs and value at a level and it helps us satisfy our customers.” ation business jet operations center. GE Honeywell says its global asset engine/ never seen in the industry; more informa- says its metrics show that response time APU rental bank is operating at bet- Rolls-Royce 250 turboshaft 7.0 7.4 -0.4 6.3 7.1 7.7 5.8 7.5 6.4 7.2 7.6 6.8 7.3 tion and details about this will be released is typically less than 10 minutes. Addi- ter than 99-percent on-time-to-request 2013 Product Support Survey Turbomeca Arriel 6.6 7.2 -0.6 6.4 6.8 6.2 5.1 6.6 6.0 6.4 7.7 5.3 7.5 AIN later this year,” said Steve Shettler, Wil- General Electric tionally, the app includes a built-in GPS (OTTR), with availability increasing on Ties are listed alphabetically. Bold indicates highest rating in each category. liams vice president of product support. GE ranked second for AIN readers’ locator to provide customers with con- the HTF7000, TFE731, CFE738 tur- Source: In the last year Williams has added perceptions of its product support this tact information to the nearest GE field bofans and the TPE331 turboprop. The people to its support group, a team year, with a score of 7.9. Last year the service representative who can provide company says this OTTR metric repre- Rating 1 2 3 4 5 6 7 8 9 10 “made up of people from various back- company tied for first place with Rolls- assistance. “Our AOG responsiveness sents the percentage of orders delivered Scale: grounds, so collectively they can quickly Royce, both companies scoring 8.0. metrics continue to trend upwards. Over on time from the total number of orders Inadequate Poor Average Good Excellent

46 Aviation International News • October 2013 • www.ainonline.com www.ainonline.com • October 2013 • Aviation International News 47 PART 3 - ENGINES

2013 PRODUCT Survey Methodology SUPPORT SURVEY As with AIN Publications’ previous annual Product Support Surveys, • Factory-owned Service Centers–cost estimates versus actual, the objective of this year’s survey was to obtain from the users of busi- on-time performance, scheduling ease, service experience. ness jets, turboprop airplanes and turbine-powered helicopters statisti- • Authorized Service Centers–same as above. uContinued from preceding page cally valid information about the product support provided by business • Parts Availability–in stock versus back order, shipping time. including the time to resolve them. aircraft manufacturers over the last year and to report this information to • Cost of Parts–value for price paid. “We’ve increased our inventory around our readers. The ultimate goal of the survey is to encourage continuous • AOG Response–speed, accuracy, cost. the world, and increased our spare parts improvement in aircraft product support throughout the industry. • Warranty Fulfillment–ease of paperwork, extent of coverage. inventory by 84 percent to provide bet- This survey was conducted via a dedicated website, created by AIN • Technical Manuals– cost, ease of use, accuracy, reliability. ter support to our operators. This global from the ground up to provide improved ease of use and to encourage • Technical Reps– response time, knowledge, effectiveness. AOG capability increases the level of greater reader participation. • Cost-per-Hour Programs–cost, value, ease of use. service responsiveness as we continue AIN emailed qualified readers a link to the survey website and question- • Overall Product Reliability–how the product’s reliability and quality to monitor fleet usage data for areas for naire. Qualified readers for whom we did not have an email address were stack up against the competition. potential future growth.” sent postcards with the same link. In total, 21,592 readers were invited to Respondents were also asked to recognize individuals who had provided Rolls-Royce has implemented an participate in the survey. them with exceptional product support and service. The list of these people enhanced database to track issue reso- The survey website was open from May 1 to June 14. Respondents is available online at www.ainonline.com/above-beyond-2013. lution time, providing another means were asked to rate individual aircraft and provide the tail number, age (less The 2013 AIN Product Support Survey results for aircraft were published for it to identify areas of improvement than 10 years old or more than 10), primary region of service and whether in the August issue, and for avionics in the September issue. throughout the organization. “We’ve they used factory-owned or authorized service centers, or both. Respon- For information about the survey methodology and other questions broadened our authorized service center dents were also asked to rate, on a scale from 1 to 10, the quality of service about the survey, please contact David Leach, AIN director of finance and network around the world with on-wing they received during the previous 12 months in the following categories: new product /online development, at [email protected]. –R.R.P. care centers, increased inventory and expanded the leased engine pool to sup- port our growing fleet.” Last year R-R released the MyAero airborne 24/7/365, no matter where they engine.com website portal, and “it are based. The network has more than has been gaining popularity with our 170 Rolls-Royce technical representa- customers as we continue to make tives worldwide. enhancements based upon their feed- The network of 30 company-owned back. For example, it provides 3-D tech- and independent R-R 250 authorized nical publications for the BR725 engine service centers offers customers “a that complement the standard techni- unique breadth of choice, combined with cal publications available for all Rolls- the reassurance of Rolls-Royce-approved Royce engines, providing customers quality standards [and] Power-by-the- information when or where they need Hour engine support solutions.” it. MyAeroengine.com continues to Earlier this year, R-R announced new provide the availability of the nearest service plans for the RR300 that better regional customer manager, and con- predict costs and reduce maintenance tact information for CorporateCare concerns for helicopter customers. sales, authorized service providers and Under the new plan, customers will CFM56 parts.” be able to select from three types of ser- The R-R C3 (Corporate Customer vice delivery–traditional time and labor; Winnipeg, Canada. In addition to this Users of the CFM56 on bizliners ben- Council), formed last year, is helping Rolls-Royce 250 TotalCare for sched- network, the roster of RR300 autho- efit from the vast experience amassed by to shape the future of the com- uled maintenance; rized service centers is expanding, with the 25,000 engines delivered mostly to pany’s support services. or TotalCare com- 25 facilities now approved or undergo- airlines since the series was introduced “Through meet- prehensive, which ing authorization. in the 1970s. The company has built a ings and ongoing covers scheduled Earlier this year, Rolls-Royce launched worldwide service and support network, communications and unscheduled the latest variant of its 250 engine–the and “this infrastructure and experience is with C3 forum maintenance. “By 250-C47E, which will deliver “improved leveraged to support our business jet cus- members, we are choosing their main- power and reliability with reduced fuel tomers around the globe. shaping the services tenance plan in advance, consumption.” Rolls-Royce has delivered “CFM has a policy of continuously our customers value customers can include more than 31,000 in the 250 series, and improving the technology of its engine, and desire.” these costs in financ- the fleet has now logged more than 223 as well as the ways in which we sup- CorporateCare ing, lowering long-term million flight hours. port that fleet.” The company has an coverage now includes expense and increas- The 250-C47E builds on the extensive network of field service engi- labor for line-replace- ing peace of mind.” -C47B/M and adds a dual-channel neers worldwide to provide day-to-day able units (LRUs) and sched- Initially, the new ser- Fadec for a 5-percent improvement in support and technical guidance. Daily uled borescope inspections. The vice plans will be available for new hot-and-high power and a nearly 8-per- support is augmented by a team of cus- enhanced CorporateCare data center, customers, but plans are under way to cent increase in rated takeoff power tomer support managers who track released in October last year, simplified extend availability to existing customers. to 700 shp. Specific fuel consump- fleet trends, liaise with the engineer- monthly reporting and gives customers Rolls has also established a new tion is reduced by typically 2 percent ing teams and oversee bigger initiatives. access to all their CorporateCare current global authorized service network for and engine reliability is increased. The This could include anything from cus- information. Enhancements also allow RR300 maintenance, repair and over- design uses a mounting configuration tomized workscopes for their engines CorporateCare customers to view and haul for the growing Robinson R66 similar to that of the -C47B/M. to technical forums in collaboration download their financial information. fleet, now numbering 400 aircraft in 10 with airframers to update operations For its 4,500 helicopter and turbo- countries. The new network now con- on fleet issues, technology upgrades or prop customers, R-R has established sists of Aeromaritime Mediterranean, CFM other potential product offerings. CFM the Rolls-Royce 250 First Network of Malta; Asia Pacific Aerospace, Bris- CFM, the joint venture between GE has also developed a new low-utiliza- 32 authorized maintenance, repair and bane, Australia; H+S Aviation, Ports- and Snecma that produces and supports tion guide to help customers maintain overhaul centers, supported by 40 Aviall mouth, UK; Premier Turbines, Neosho, the CFM56, tied with P&WC for fourth engines at peak performance. locations, all dedicated to keeping fleets Mo.; and StandardAero, Singapore and place with a score of 7.7. Report continues on page 50 u

0048 Aviation International News • AugustOctober 2013 2013 • • www.ainonline.com www.ainonline.com PART 3 - ENGINES

2013 PRODUCT above SUPPORT SURVEY & beyond AIN Product Support Survey partici- uContinued from page 48 CFM says it continues to enhance its pants included comments about some three 24/7 aviation operation centers in of their favorite support personnel China, France and the U.S. with “stream- and what they like about the service lined processes combined with respon- provided. Following are highlights siveness metrics to exceed customer expectations. The customer web center from some of the comments submitted has a full suite of support tools, includ- about engine support personnel. ing an extensive technical library, parts ordering and warranty processing, com- GE bined with enhanced search capabilities.” StandardAero reps are great. CFM operates four training facili- ties, in Cincinnati, Ohio; Guanghan City, Honeywell China; Hyderabad, India; and Paris, P&WC Dave Heilman does a good job France. In recent years the company has for us. John Partin and John Purscell added and expanded online training to array of tailored services.” AIN read- with recent additions in Columbus, Ohio provide good support out of PHX. help ensure consistent quality mainte- ers rank the company sixth out of seven and Sacramento, Calif. “Our MRT pres- John Garrard helps us on the nance for the CFM56. manufacturers for its support of turbo- ence goes beyond North America, with engines and this man has earned a fans, and second out of four for its sup- P&WC currently also dispatching MRTs 10+ rating in my book. He always Pratt & Whitney Canada port of turboprops/turboshafts. from their bases in Luton, UK and Lud- takes my calls; oversaw the repair P&WC ties (with CFM) for fourth P&WC says it remains focused on wigsfelde, Germany in Europe, in addi- of our engines, made it painless and place among jet manufacturers this year, three pillars of customer service: product tion to Singapore for Asia-Pacific and treated us very fairly. with a score of 7.7, down slightly from performance, speed of response and ease Brazil for South America,” said Raffaele Ed Leadley is an outstanding tech last year’s 7.8, which earned it a tie for of business. Virgili, vice president of customer service. rep. He is always available and can third place then. On the turboprop/ P&WC is refining its Customer First Working hand-in-hand with the always find the answers. turboshaft side, P&WC retained the Centre with the integration of a new MRT teams are P&WC’s seven parts Luigi Veca (Honeywell Brazil)­ exact same ranking and score as last year: customer relationship management sys- distribution centers worldwide. As tes- and the Dallas Airmotive Team second place, with 7.7. tem. “This will further accelerate cus- tament to the network’s efficiency, says (Leandro Prada and Mauricio) pro- Celebrating its 85th anniversary this tomer issue resolution as all information the company, a part ordered before mid- vide the best support for customers year as well as the 50th anniversary of its will be online, with universal and real- night in North America will be deliv- iconic PT6 turboprop/turboshaft, Pratt time access for frontline P&WC employ- ered the following morning. and deserve our congratulations. & Whitney Canada (P&WC) has more ees.” P&WC says the first year of the P&WC is also capitalizing on its FBO than 50,000 engines operating in some customer service hub in the Asia-Pacific network affiliations worldwide to provide Pratt & Whitney Canada 200 countries in the corporate, general region, which has Customer First Centre greater reach and coverage. Virgili noted Ted Crow is a great rep, happy aviation, regional airline and helicop- representatives onsite, has been a great that P&WC now has engine overhaul capa- to help in any way to problem solve ter markets. This has allowed P&WC to success. “The tremendous work under- bility in Brazil for both the PT6 and PW100 and also go to bat for us should build what it describes as “the largest and taken by our team in Singapore has sup- engine series. This year, P&WC also moved the need arise. Hope he enjoys his most comprehensive support capability ported our customers to an even higher its regional service center in Long Beach, retirement. in the industry, with the ability to serve standard in the Asia-Pacific region,” Calif., to a new and larger facility that has My tech rep, Kyle Klempin, drove customers anywhere, anytime with a wide said Jackie Khougaz, director of com- enabled expanded MRO offerings on the over to Memphis on the day I was mercial services and support. Further West Coast. In addition, the company’s doing some routine maintenance expansion of the Asian hub is planned Saint-Hubert facility in Quebec remains a and spent the day inspecting with 2013 ENGINE in the coming months. PT6, PW100, PW150, PW200 and PW600 me and showing me aspects of my MANUFACTURER RATINGS The company says it “continues to engine repair and overhaul center provid- engines. He’s a good tech rep. improve and refine its online technical ing customers comprehensive support for Robin Lavoie with P&W Can- Overall Overall Ratings publications via its web portal, provid- engine maintenance, component repair ada is an excellent resource for Average Average Change ing customers instant access to the lat- and accessory services. The Saint-Hubert 2013 2012 any ­question we have about the est technical information and the option facility continues to invest in process PW308C. I only hope P&WC man- TURBOFAN to renew or order subscriptions.” As an improvements, technology and equip- agement realizes how he supports added benefit for PW100, PW200 and ment that reduce turnaround time by more Williams 8.1 7.9 0.2 their product to us in the field with PW300 online publication subscribers, than 20 percent, says P&WC, while also nothing but excellence. GE 7.9 8.0 0.1 operators can use an advanced diagnos- assuring customers that they will receive Alex Best and all of his team at tic tool called Spotlight that enables swift the latest and most cost-effective P&WC- Honeywell 7.8 7.8 0.0 P&WC Customer Support have been and thorough engine diagnostics. approved repair solution. Rolls-Royce 7.8 8.0 -0.2 In addition to viewing publications, fil- For better dispatch reliability, P&WC is most helpful with any issue that we have had. CFM 7.7 N/A N/A ing warranty claims, troubleshooting and continuing to field its advanced diagnostics making ESP reports online, customers and prognostic health management sys- P&WC 7.7 7.8 -0.1 will also soon be able to ascertain parts tems, which are already installed on 4,500 Rolls-Royce CFE 7.3 7.7 -0.4 availability and order and track parts aircraft. As part of this effort, the com- Mary Cote is simply the best online. P&WC says it has also bolstered pany has introduced Fast (flight acqui- in the business…has been abso- TURBOPROP & TURBOSHAFT the online warranty claims process to sition storage and transmission), which lutely excellent in supporting our Honeywell 7.9 7.8 0.1 provide customers with 60-percent-faster Report continues on page 52 u operations. P&WC 7.7 7.7 0.0 resolution. A new app for smartphones and tablets further adds to the accessibil- Turbomeca Rolls-Royce 7.1 7.2 -0.1

2013 Product Support Survey ity of P&WC’s support services, based on Rich Fulmer of Turbomeca is

AIN Turbomeca 6.3 7.3 -1.0 the user’s location. hands down the best tech rep I’ve

Ties ordered alphabetically by manufacturer. P&WC has expanded the reach and ever worked with. n Source: Source: the scope of its mobile repair teams,

50 Aviation International News • October 2013 • www.ainonline.com PART 3 - ENGINES

2013 status, notifications, alerts “Keeping our customers fly- service organizations, it has been and recommendations ing with complete peace of deployed for the last five years in PRODUCT for quicker and more mind remains our primary goal. the manufacturing sec- practical decision making. To achieve this we apply a strat- tor. “All of our pur- SUPPORTSURVEY egy built around four values: chasing contracts in Turbomeca safety, reliability, proximity and MRO activities have Turbomeca ranks last this innovation,” says Turbomeca. been amended to com- uContinued from page 50 year among turboshaft man- On safety, the company notes ply with SMS require- provides data acquisition, data ufacturers, with a score of 6.3, that while the concept of the ments, and Turbomeca offers retrieval and transfer, data man- down from 7.3 and third out of safety management system (SMS) SMS training to its customers in agement and analysis, engine four last year. was first applied to operators and the 2013 training catalogue.”

TURBOMECA TM800 Arrano On reliability, Turbomeca says turnaround times have been reduced by 30 percent in the last 12 months, mean times between failures have shown gains of up to 60 percent and extension of TBO (time between overhaul) continues for all engine series. On “proximity,” the com- pany cites its success with engine maintenance plans (SBH and GSP) overseeing 1.3 mil- lion flight hours per year by the French MoD (1,400 engines), the U.S. Army (600 engines), the U.S. Coast Guard (200 engines), oil and gas operators such as CHC, Bristow and Bond, and EMS operators such as Air Methods, ADAC and DRF. On innovation, Turbomeca achieved a major break- through with Bell’s selection of the Arrius 2R to power its new SLS five-seat, short light single-engine helicop- ter, unveiled at Heli-Expo this year. Turbomeca also unveiled the TM800 Arrano, promis- ing 10- to 15 percent lower fuel consumption than other engines in service today and contributing to improved pay- load/range performance and a reduced environmental foot- print. Cost of operation will be reduced through what Turbomeca describes as “an optimized maintenance con- cept designed to significantly decrease the need for on-site servicing.” In July last year Eurocopter announced that its X4 new-generation, 5- to 6-met- ric-tonne helicopter will be the first platform to be powered by the TM800 Arrano. Turbomeca signed collabora- tion agreements with customers for initial tests of Boost (bank of online services and technolo- gies), a new array of integrated online services to streamline customers’ operations. “Thanks to Boost, Turbomeca’s current engine support services will broaden and develop into real proactive actions and practices. Milestone Aviation Group, Helijet, Advanced Helicopters, CHC Helicopter, ­Héli-Union and Helicopters Italia agreed to participate in the test phase of Boost.” o

52 Aviation International News • October 2013 • www.ainonline.com