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, Honeywell 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- turboshaft/turboprop 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 turbofans, 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 turboprops. life-cycle value.” bul, Turkey, and Williams (turbofans) and Honeywell (turboprops/turboshafts) 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- TURBOFAN Williams International tional locations. Quarterly e-newsletters ing not only aircraft availability but also handle any technical and administrative for turboprop and business jet 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.