CSIP13 newsletter update
<span class="Apple-style-span" style="line-height: normal;">CSIP13 newsletter update</span><div><span class="Apple-style-span" style="line-height: normal;">**** Hidden Message *****<br></span></div> <div>CSIP13 newsletter update</div><div>JULY 2009</div><div>Dear Customer,</div><div>The results you provided to our last Customer Satisfaction Improvement Survey (CSIP13)</div><div>enabled us with the opportunity to launch a number of specific improvement actions, these</div><div>were highlighted in the Newsletter sent shortly after the end of the survey.</div><div>We are pleased to provide you with your copy of the current Newsletter, revised and</div><div>updated with information on how these actions are being progressively implemented, the</div><div>Newsletter can also be viewed via AirbusWorld.</div><div>Be assured that we will continue to monitor the action plans and keep you informed on their</div><div>progress, in the meantime your Customer Support Director or your business counterpart in</div><div>Airbus will be pleased to provide additional information.</div><div>Thank you again for your valuable inputs,</div><div>Bill Graham</div><div>Head Of Quality Deployment</div><div>Department SQY</div><div>Airbus Customer Services</div><div>Tele 33 5 67190475</div><div>william.graham@airbus.com</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 1</div><div>summary of actions in progress</div><div>Our mission and prime roles:</div><div>““To ensure Suppliers’ support exceeds Customers’</div><div>expectations.”</div><div>• Ensure suppliers are customer focused in:</div><div>- Measuring Suppliers’ performance</div><div>- Identifying and implementing improvements</div><div>• Solve Customer problems with Suppliers</div><div>• Negotiate Suppliers and General Conditions of</div><div>Purchase (GCP), and verify compliance</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>From the CSIP 12 results we implemented the following</div><div>improvements:</div><div>• Development of an E-Learning tool for the GCP</div><div>available in the supply community of AirbusWorld or on</div><div>CD</div><div>• Implementation of Supplier Support Conditions (SSC)</div><div>• Creation of a supplier support performance portal in the</div><div>supply community of AirbusWorld</div><div>• Development and implementation of a material</div><div>management community to improve navigation in</div><div>AirbusWorld</div><div>• GCP familiarization sessions during the Maintenance</div><div>Economics Seminars, Initial Provisioning Conferences</div><div>and warranty training sessions</div><div>CSIP13 results – your key areas for improvement</div><div>• Efficiency in identifying and communicating on supplier</div><div>improvement actions</div><div>• Timeliness and overall involvement in answering your</div><div>supplier support issues</div><div>• Evaluation, management and effectiveness in measuring</div><div>BFE supplier support performance</div><div>CSIP13 Supplier Management – 2009</div><div>improvement plan</div><div>You feel progress has been made; however there is still</div><div>room for improvement. Therefore in 2009 we have</div><div>launched the following:</div><div>Efficiency in identifying and communicating on</div><div>supplier improvement actions</div><div>Airbus supplier support management will enhance the</div><div>frequency and quality of information provided on identified</div><div>improvement actions via mails, conferences and portals.</div><div>Target Date: Permanent Starting in March 2009</div><div>Analysis of the 2008 rating for each supplier. New</div><div>improvement plans launched accordingly. Improvement</div><div>plans updated and put on line on Airbus World on June</div><div>24th. New update planned before end of the year.</div><div>Timeliness and overall involvement in answering</div><div>your supplier support issues</div><div>We will perform a root cause analysis of the data using</div><div>the six sigma approach in order to have the operational</div><div>support team better engaged with the customer requests.</div><div>We will improve the coordination with the supplier</div><div>development team to ensure medium and long-term</div><div>plans are put in place with the suppliers.</div><div>Target Date: Permanent Starting in March 2009</div><div>Performance indicators have been established for</div><div>managing the response to you on your supplier support</div><div>issues. These are reviewed on a monthly basis to identify</div><div>areas of improvment and to launch respective plans or tri</div><div>party meetings as required.</div><div>Evaluation, management and effectiveness in</div><div>measuring BFE supplier support performance</div><div>Airbus has incorporated the BFE suppliers into its annual</div><div>rating for the development of specific improvement plans</div><div>and inclusion in the BFE catalogue. These results are</div><div>available in AirbusWorld and dedicated e-Newsletter.</div><div>Target Date: Permanent Starting in April 2009</div><div>Supplier rating included 35 Cabin suppliers. Review of the</div><div>results is completed with all and 10 improvement plans</div><div>have been established.These are visible on Airbus World.</div><div>supplier support</div><div>management</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 2</div><div>Our mission and prime roles:</div><div>“To provide Airbus Customers with technical data and</div><div>services as well as associated support for the safe, reliable</div><div>and economical operation of their aircraft.”</div><div>• Define, produce and supply technical data products &</div><div>services for Airbus aircraft support</div><div>• Familiarise Operators with technical data products &</div><div>services</div><div>• Support Operators on a daily basis in the use of technical</div><div>data products & services</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>From the CSIP12 survey results we implemented the</div><div>following improvements:</div><div>• Accuracy and completion level of Technical Data</div><div>(TD) for new aircraft deliveries by: optimising the</div><div>acquisition of BFE and engineering source data,</div><div>improving the accuracy of the TD delivery status</div><div>report (MCVL) and improving communication with</div><div>operators prior to aircraft delivery.</div><div>• Better visibility of valid CMMV revisions by:</div><div>“applicability” Index is made available in AirbusWorld</div><div>reflecting the latest revision status of published</div><div>CMMV.</div><div>• Collaborative communication channel on Suppliers</div><div>Data: the development of an eRoom is progressing</div><div>for release in first half of 2009 which will ease</div><div>information exchange between Suppliers, Operators</div><div>and Airbus.</div><div>• Supply of new AirN@v modules:</div><div>AirN@v / Repair and AirN@v / Workshop are now</div><div>available for the SA & LR A/C family.</div><div>The development of AirN@v / Workshop for A300,</div><div>A310 & A300-600 is underway for release in the</div><div>first half of 2009.</div><div>CSIP13 results – your key areas for improvement</div><div>• Accuracy, clarity and completeness of the information</div><div>• Ease of use of the information</div><div>CSIP13 Technical Data</div><div>2009 improvement plan</div><div>Accuracy, clarity and completeness of the</div><div>information</div><div>It has highest priority and is part of the continuous</div><div>improvement program we have in place to ensure a</div><div>high quality level of technical data.</div><div>The various measures and improvements deployed in</div><div>the past including the progressive upgrading of TD</div><div>deliverables to, or close to, the A380 standard show</div><div>tangible results confirmed by the outcome of the last</div><div>CSIP surveys.</div><div>This TD upgrade project will be terminated in the second</div><div>half of 2010 introducing amendments on content,</div><div>layout, usage, media, a new IPC concept, flexible revision</div><div>service etc. all this contributing to further</div><div>enhancements of the technical data.</div><div>Progressive implementation with following Target Dates:</div><div>Mid 2010 for A330/A340 - End 2010 for A320 family</div><div>Ease of use of the information</div><div>From your feedback we understand that there is a</div><div>need for comprehensive training/information material</div><div>concerning the TD products including data</div><div>retrieval & usage in AirbusWorld.</div><div>This requirement has been addressed with the supply</div><div>of eCADETS the computer assisted tutorial device that</div><div>is continuously extended/updated to reflect your</div><div>needs and to reflect the latest product developments.</div><div>The next release is planned in the second half of</div><div>2009.</div><div>Target date: End of 2009</div><div>The AirN@v - and Maintenance & Engineering on-line</div><div>User’s Club meetings, held on regular intervals, are</div><div>used to outline new or intended developments and</div><div>last but not least to get the users feedback for a</div><div>continuous optimisation of the applications .</div><div>summary of actions in progress technical data</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 3</div><div>Our mission and prime roles:</div><div>“To identify Customer requirements for support and services</div><div>and ensure that we address them in a comprehensive</div><div>and customised way.”</div><div>• Ensure Customer satisfaction</div><div>• Define and implement fleet wide policies</div><div>• Market new services</div><div>• Ensure efficient communication</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>Speed of response to queries</div><div>We have implemented and routinely monitored the</div><div>following Key Performance Indicators (KPIs)</div><div>Engineering, maintenance and flight operations routine</div><div>queries:</div><div>• AOG technical queries: 95% answers within four</div><div>hours</div><div>• First answer (preliminary or final) within two working</div><div>days: 97%</div><div>• Final answer on time: 97%</div><div>Airbus proprietary spares:</div><div>• Answers to AOG: 95% AWB # communicated within</div><div>four hours</div><div>• Routine deliveries: 95% on time as per customer</div><div>request</div><div>Flexibility in Adapting to Customers’ Organization</div><div>Our strategic programme ‘FIRST’ responded to your</div><div>needs to support your operation by delivering the</div><div>following specific business driven solutions::</div><div>• Fuel Consulting Service – AirS@vings</div><div>• In-Service Enhancement Package (ISEP) on A320</div><div>Family aircraft launched</div><div>• Flight Hour Service and Total Support Packages</div><div>CSIP13 results – your key areas for improvement</div><div>• Quality and customisation of answers to your</div><div>queries</div><div>• Flexibility to adapt to your business constraints</div><div>• Our partnering attitude in resolving problems or</div><div>issues</div><div>• Autonomy in decision making</div><div>CSIP13 Customer Relations - 2009 improvement</div><div>plan</div><div>Quality and customisation of answers to your</div><div>queries</div><div>To ensure that your queries are addressed by the right</div><div>person in a customized way we will reassess our</div><div>Customer Query process.</div><div>Target: 2nd Qtr 2009</div><div>To further improve the quality of our response each</div><div>Customer Services business unit will reinforce their</div><div>quality checks prior to response to queries.</div><div>Target: Immediate Application</div><div>Flexibility to adapt to your organization or business</div><div>constraints</div><div>Your Customer Support Director will provide you with a</div><div>briefing on additional customer orientated services and</div><div>solutions to address your business needs and</div><div>constraints. Some of these solutions are already</div><div>available within our project Customer First.</div><div>Target: Immediate Application</div><div>Your partnering attitude in resolving problems or</div><div>issues</div><div>We have started to implement a series of Airline</div><div>Business and Operations training modules, these</div><div>modules are designed to reinforce our personnel’s</div><div>understanding of airline operations. For specific</div><div>modules this training will be supported and delivered by</div><div>airline personnel.</div><div>Target: Immediate Application</div><div>Autonomy in decision making</div><div>Your Customer Support Director will provide you with a</div><div>briefing on how your queries are handled within</div><div>Customer Services and the role of your local</div><div>representative in ensuring how these queries are</div><div>treated.</div><div>Target: Immediate Application</div><div>To increase the autonomy of your local representative</div><div>we will progressively implement a knowledge database,</div><div>this database will allow the local representative to have</div><div>direct access to information thus increasing their ability</div><div>to provide direct responses to your queries without</div><div>having to contact main base.</div><div>Target: Application throughout 2009</div><div>summary of actions in progress customer relations</div><div>ON GOING</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 4</div><div>Our mission and prime roles:</div><div>“Ensure the worldwide availability of web-enabled services</div><div>to support customer business, technical and flight</div><div>operations.”</div><div>• Provide services fitted to customer business processes</div><div>• Ensure year-round operations of Airbus World with bestin-</div><div>class performances</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>From the CSIP12 survey results we implemented the</div><div>following improvements:</div><div>• Response time improvement project, involving the</div><div>continuous monitoring of portal behaviour</div><div>• Ease of navigation by organizing AirbusWorld in</div><div>business communities. Information is located in a</div><div>user-friendly structure compatible with airline</div><div>business processes</div><div>• Quick direct access to precise information or a</div><div>document using business keywords</div><div>• Documentation Centre to provide a dedicated library</div><div>to find specific information.</div><div>• ‘’My on-line services” to identify on-line services</div><div>available with quick launch facility</div><div>CSIP13 results – your key areas for improvement</div><div>• Ease in navigating and locating services and</div><div>information</div><div>• Response time to access services and information</div><div>CSIP13 AirbusWorld – 2009 improvement</div><div>plan</div><div>In addition to the improvements implemented in 2008,</div><div>portal behaviour will be continuously monitored to</div><div>improve response time.</div><div>Federated search "Google like" will strongly improve the</div><div>end-user capability to find requested information</div><div>Target date: End of second quarter 2009</div><div>Federated search " Google Like" now available on Airbus</div><div>World"</div><div>New ergonomics, with a much simpler new Home</div><div>page, including enhanced buttons will improve the</div><div>ease in navigation; its simplicity leads to reduced time</div><div>to display, thus improving the performance.</div><div>Target date: End of 2009</div><div>summary of actions in progress AirbusWorld</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 5</div><div>Our mission and prime roles:</div><div>“To provide your airline with the best possible training to</div><div>ensure a safe and efficient operation of your Airbus aircraft.”</div><div>Provide all Airbus Customers/Operators with a broad</div><div>range of training courses</div><div>• Flight Crew</div><div>• Cabin Crew</div><div>• Maintenance and repair personnel.</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>From the CSIP12 survey results we implemented the</div><div>following improvements:</div><div>• Increase of our maintenance-training network to</div><div>provide additional capacity and availability.</div><div>• A greater number of courses made available on the</div><div>AirbusWorld training portal.</div><div>• The ‘Mobile Classroom’ is available with 3 months</div><div>notice, bringing maintenance training to your base.</div><div>• Increasing the modularity of the APIC course: the</div><div>core module and type specific module can be</div><div>performed at different times and locations.</div><div>• Cross Maintenance Qualification (CMQ) courses</div><div>developed, approved and implemented.</div><div>• The A330/A340 family maintenance courseware</div><div>segregation into A330 and A340 is in service.</div><div>• Complete review of the A320 Family maintenance</div><div>course practical training.</div><div>• Creation of an "upgrade to commander course".</div><div>(Delivered on customer request via a consulting</div><div>service)</div><div>• Availability of the new Airbus Cabin Crew Instructor</div><div>(ACIC) modular set of courses</div><div>• Full development of HUD (Head-Up Display) training</div><div>course for A320</div><div>CSIP13 results – your key areas for improvement</div><div>• Quality of answers concerning training planning and</div><div>related logistics.</div><div>• Response time to queries on training slots and</div><div>training media.</div><div>• Training registration process.</div><div>CSIP13 Training - 2009 improvement plan</div><div>Response time to queries</div><div>One of your concerns is the response time to queries</div><div>on training slots.</div><div>The following action will provide a more consistent</div><div>response time:</div><div>Systematic queries acknowledgement within two</div><div>working days and a consolidated reply within two and</div><div>a half weeks.</div><div>Target date: End of first quarter 2009</div><div>Quality of answers on training planning and the</div><div>training registration process</div><div>The following actions will improve training planning</div><div>visibility and the registration process:</div><div>AirbusWorld “Open Slots” will increase visibility on slot</div><div>availability and Long Range Maintenance courses "Fix</div><div>grid" will ease slot booking.</div><div>Target date: End of second quarter 2009</div><div>A "Training Tracker" tool will be developed and allow</div><div>consultation of training course dates through</div><div>AirbusWorld.</div><div>Target date: End of second quarter 2010</div><div>A separate Training Catalogue will be created,</div><div>featuring an “extract function”, which will ease access</div><div>to the courses and allow the forwarding of specific</div><div>files.</div><div>Target date: End of second quarter 2009</div><div>A specific training catalogue is available on a CD ROM</div><div>which was sent to you in June</div><div>One additional A320 FFS will increase the training</div><div>capacity in the Beijing Training Center as of April 09.</div><div>Target date: End of second quarter</div><div>FFS available since March 2009</div><div>summary of actions in progress training</div><div>Available</div><div>CSIP13 Newsletter Results from 13th survey - March 2009</div><div>CustomerSatisfaction ImprovementProgramme</div><div>- CSIP13 newsletter - page 6</div><div>Our mission and prime roles:</div><div>““To provide airline flight operations with all necessary</div><div>data and support services to operate safely and</div><div>efficiently the whole Airbus family.”</div><div>• Supply a high level of quality of operational documentation</div><div>and data</div><div>• Integrate fully operational experience</div><div>• Develop new tools to meet operators’ demands</div><div>Our improvement actions based on your</div><div>feedback:</div><div>CSIP12 to CSIP13</div><div>From the CSIP 12 results we implemented the</div><div>following improvements:</div><div>• Launch of the ‘Going to Digital’ project to ease the</div><div>use of the Single Aisle and Long Range Operational</div><div>documentation</div><div>• Controlled language course for all flight operations</div><div>engineers</div><div>• New PEP (Performance Engineers Programmes)</div><div>functionality based on noise constraints. (Airbus</div><div>Departure Analysis Software)</div><div>• FAIR (Forum with Airlines for Interactive Resolutions)</div><div>extended to Flight Operations (FAIR-OPS)</div><div>• New AirFASE release to reduce the volume of data</div><div>analysis and deployment throughout airlines’</div><div>information systems</div><div>CSIP13 Results – Your key areas for improvement</div><div>• FCOM ease of use and fulfilment of your</div><div>requirements</div><div>• Operations Policy Manual</div><div>• Timeliness, quality and customisation of answers,</div><div>and our ability to understand your in-service</div><div>problems</div><div>• Software applications</div><div>CSIP13 Flight Operations - 2009 improvement</div><div>plan</div><div>FCOM ease of use and fulfilment of your requirements</div><div>The Going digital project will introduce for all Single Aisle</div><div>and Long Range aircraft a major change in the way</div><div>operational documentation is produced and updated. It</div><div>will bring a structured eDocumentation with a new XML</div><div>format and will use links, new media and different layers of</div><div>information. This new standard should ease the use of the</div><div>FCOM and MMEL and contribute to a better fulfilment of</div><div>your requirements. CCOM and FCTM have already been</div><div>delivered in the new format at the end of 2008.</div><div>Target Date: Progressive introduction 2009/2010.</div><div>Operations Policy Manual</div><div>The Operations Policy Manual revision 3 was issued in</div><div>2002. The revision 4 (now called Airline Operations</div><div>Policy Manual) has been issued in December 2008 to</div><div>include all the regulation amendments and an</div><div>improved layout. It is available on AirbusWorld. The</div><div>next revision planned for the second quarter of 2009</div><div>will include SMS standards.</div><div>Target Date: End of second quarter 2009.</div><div>Timeliness, quality and customisation of answers,</div><div>and our ability to understand your in-service</div><div>problems</div><div>In order to better understand customer concerns from</div><div>mid to end 2008 we put in place a team of Regional</div><div>Flight Operations Representatives in our flight</div><div>operations Toulouse facility. To further enhance our</div><div>customer awareness we also increased the number of</div><div>airline pilots and experienced staff from the industry in</div><div>our team.</div><div>Target Date: End</div> CSIP13 newsletter update
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