CFM Product Support Initiatives

航空发表于 2011-4-10 17:58:40

**** Hidden Message *****

航空发表于 2011-4-10 17:58:57

CFM Product Support Initiatives CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 2 1,300 CFM-powered Aircraft flying >200,000 passengers At This Moment... CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 3 World Class Support ... • Over 1,500 employees worldwide • 375 Technical Service Reps • Over 40 countries • 24 hours a day ... 7 days a week • Training Centers on 3 Continents CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 4 How CFM Product Support Works A Single Interface to Deal With Any Support Issues Customer Account Manager Marketing & Sales Customer Support Manager ATPM Services FFiieelldd SSeerrvviiccee Warranty Spares CAM CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 5 North and South America, Southeast Asia and Pacific GEAE Product Support PSE and Logistics CFM International Inc. Cincinnati, Ohio Europe, Middle East, CIS, Africa, Pakistan and India Snecma Product Support PSE and Logistics CFM International S.A. Montereau, France How CFM Product Support Works CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 6 Integrated CFM Customer Support Customer Support Initiatives • Scorecard process • Customer Support Center • Customer Collaboration • Web-based Support • Training CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 7 Engagement Metrics Fulfillment Initiatives Center Around . . . • Engagement - Getting to know our customers - Aligning our resources with yours • Metrics - Setting goals - Measuring ourselves - Focusing on our customers’ requirement • Fulfillment / Execution - Faster response - Better support CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 8 Dispatch Reliability Goal 99.95 Current 99.94 Fleet Statistics • 12 month rolling average thru march 31 In-Service and Flight Line Issues Current month Previous month Fleet Experience Hours: 6,705,206 Cycles: 3,449,138 Engines: 1,690 Aircraft 794 Y Issue Status • Starter • HPSOV Switch • No. 4 bearing • DAC durability • Oil Delta P Switch • Fan Blade/Booster Flange/Platform • LPT Blade (DAC) • N1 Vibration • EEC • Acoustic Panel • Ignition System • Ps3 Line “B” Nut Connections CFM56-7 Scorecard Y Y G R Y Y Total IFSD Rate Goal 0.003 Current 0.003 Total ATO Rate Goal 0.015 Current 0.012 Total SV Rate Goal 0.100 Current 0.029 Total UER rate Goal 0.040 Current 0.021 G Y Leading Indicators Issue HPT Blades Y G Y CFM56-7B Scorecard Dispatch Reliability Goal 99.95 Current rate 99.94 Scorecard Process • Definitions : - Dial red/yellow/green bands : - Customer position on an acceptable reliability rate - Goal : - CFM’s long term rate - Current rate : - 12 month rolling rate - In-service issues status - Green - Yellow - Red CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 9 GE Customer Support Center Snecma Customer Support Center One Team working together } CSC Organization Web Center Support Line Maintenance Support Repair Support Lease Pool Availability Shop Maintenance Support AOG Orders Part Delivery Status Tooling Support Technical Publications Trouble shooting CDR Requests Engineering Request CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 10 -20 0 20 40 60 80 100 Delta To CRD (days) • Data for last six months • Volume: 72,000 queries/yr. Customer Request Date CSC Metrics – Compliance to Customer Request • Key measurements: - Time to answer - Time to customer date - Type of questions & response time - Specific customer statistics CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 11 • Ongoing collaborative process for communicating and solving fleet issues – Airlines prioritizing problem resolution – Learning and sharing best practices • Participants: Airframers, CFM, Airlines, Suppliers • Structure: - Biweekly telecons - Face-to-face meetings twice annually Customer Collaboration Forums CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 12 Every CFM Spare Part Available Online 24 Hours a Day Web-based Support: Spare Parts Features: • Price and availability • Order information • Saved parts lists • Advanced searching • Order status Benefits: • Most recent prices, availability and status information • Monitor/track all orders • Personalized product information • Enhanced accuracy, consistency, and 24 x 7 support CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 13 Increased Customer Productivity Through Online Information Web-based Support: Technical Publications Features: • Illustrated Parts Catalog • Engine Service Manuals • Online Service Bulletins and e-mail notifications • Fleet Highlites Benefits: • Search thousands of pages within seconds • Immediate desktop access and custom searches • Visual drill-down of diagrams in Illustrated Parts Catalog CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 14 • A new system to elaborate all technical publications - Same system will be used by Snecma and GE tech pubs organizations…launched in early 2002 • Key change - UNITEC masters the integration of all tasks resulting from a change in all manuals (IPC, Shop Manual…) at the same time • Customer benefit - Release of IPC and Shop Manual revisions at the same time - Paper copy, CD-ROM and Web updated at the same time - Data consistency between the various manuals - Electronic structure compliant with ATA DTD specification Improving Technical Publications Quality Web-based Support: Technical Publications CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 15 Training Today: • On site - China, Cincinnati & Villaroche • Paper media • Limited attendance In process: • Electronic training - CD-ROMs - The Web - Engine familiarization • Real-time training • On-line refresher • More accessible - more people trained • Greater capability CFM56 Operators Conference – May 21 - 22, 2002 CFM Proprietary Data Unauthorized Disclosure Prohibited 16 CFM: Powering the Future of Flight CFM Product Support • Supporting the largest installed base in the industry - ~4,800 commercial and military aircraft in service - 270 aircraft in China • Continually refining support with new processes - Customer Support Center - Customer Web Center - New training options - New Tech. Pubs

979199501 发表于 2011-4-12 00:22:34

回复 1# 航空的帖子

CFM56-7B TRAINING MANUAL ENGINE FAN TRIM BALANCE

kinran 发表于 2011-6-4 23:42:21

:victory: :victory:

bocome 发表于 2011-7-31 04:17:01

CFM Product Support Initiatives

页: [1]

航空论坛_航空翻译_民航英语翻译_飞行翻译's Archiver

CFM Product Support Initiatives

回复 1# 航空 的帖子

回复 1# 航空的帖子