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标题: CSIP13 newsletter update [打印本页]
作者: 航空    时间: 2011-6-14 09:05:03     标题: CSIP13 newsletter update

CSIP13 newsletter update

作者: 航空    时间: 2011-6-14 09:05:22

CSIP13 newsletter update
JULY 2009
Dear Customer,
The results you provided to our last Customer Satisfaction Improvement Survey (CSIP13)
enabled us with the opportunity to launch a number of specific improvement actions, these
were highlighted in the Newsletter sent shortly after the end of the survey.
We are pleased to provide you with your copy of the current Newsletter, revised and
updated with information on how these actions are being progressively implemented, the
Newsletter can also be viewed via AirbusWorld.
Be assured that we will continue to monitor the action plans and keep you informed on their
progress, in the meantime your Customer Support Director or your business counterpart in
Airbus will be pleased to provide additional information.
Thank you again for your valuable inputs,
Bill Graham
Head Of Quality Deployment
Department SQY
Airbus Customer Services
Tele 33 5 67190475
william.graham@airbus.com
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 1
summary of actions in progress
Our mission and prime roles:
““To ensure Suppliers’ support exceeds Customers’
expectations.”
• Ensure suppliers are customer focused in:
- Measuring Suppliers’ performance
- Identifying and implementing improvements
• Solve Customer problems with Suppliers
• Negotiate Suppliers and General Conditions of
Purchase (GCP), and verify compliance
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
From the CSIP 12 results we implemented the following
improvements:
• Development of an E-Learning tool for the GCP
available in the supply community of AirbusWorld or on
CD
• Implementation of Supplier Support Conditions (SSC)
• Creation of a supplier support performance portal in the
supply community of AirbusWorld
• Development and implementation of a material
management community to improve navigation in
AirbusWorld
• GCP familiarization sessions during the Maintenance
Economics Seminars, Initial Provisioning Conferences
and warranty training sessions
CSIP13 results – your key areas for improvement
• Efficiency in identifying and communicating on supplier
improvement actions
• Timeliness and overall involvement in answering your
supplier support issues
• Evaluation, management and effectiveness in measuring
BFE supplier support performance
CSIP13 Supplier Management – 2009
improvement plan
You feel progress has been made; however there is still
room for improvement. Therefore in 2009 we have
launched the following:
Efficiency in identifying and communicating on
supplier improvement actions
Airbus supplier support management will enhance the
frequency and quality of information provided on identified
improvement actions via mails, conferences and portals.
Target Date: Permanent Starting in March 2009
Analysis of the 2008 rating for each supplier. New
improvement plans launched accordingly. Improvement
plans updated and put on line on Airbus World on June
24th. New update planned before end of the year.
Timeliness and overall involvement in answering
your supplier support issues
We will perform a root cause analysis of the data using
the six sigma approach in order to have the operational
support team better engaged with the customer requests.
We will improve the coordination with the supplier
development team to ensure medium and long-term
plans are put in place with the suppliers.
Target Date: Permanent Starting in March 2009
Performance indicators have been established for
managing the response to you on your supplier support
issues. These are reviewed on a monthly basis to identify
areas of improvment and to launch respective plans or tri
party meetings as required.
Evaluation, management and effectiveness in
measuring BFE supplier support performance
Airbus has incorporated the BFE suppliers into its annual
rating for the development of specific improvement plans
and inclusion in the BFE catalogue. These results are
available in AirbusWorld and dedicated e-Newsletter.
Target Date: Permanent Starting in April 2009
Supplier rating included 35 Cabin suppliers. Review of the
results is completed with all and 10 improvement plans
have been established.These are visible on Airbus World.
supplier support
management
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 2
Our mission and prime roles:
“To provide Airbus Customers with technical data and
services as well as associated support for the safe, reliable
and economical operation of their aircraft.”
• Define, produce and supply technical data products &
services for Airbus aircraft support
• Familiarise Operators with technical data products &
services
• Support Operators on a daily basis in the use of technical
data products & services
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
From the CSIP12 survey results we implemented the
following improvements:
• Accuracy and completion level of Technical Data
(TD) for new aircraft deliveries by: optimising the
acquisition of BFE and engineering source data,
improving the accuracy of the TD delivery status
report (MCVL) and improving communication with
operators prior to aircraft delivery.
• Better visibility of valid CMMV revisions by:
“applicability” Index is made available in AirbusWorld
reflecting the latest revision status of published
CMMV.
• Collaborative communication channel on Suppliers
Data: the development of an eRoom is progressing
for release in first half of 2009 which will ease
information exchange between Suppliers, Operators
and Airbus.
• Supply of new AirN@v modules:
AirN@v / Repair and AirN@v / Workshop are now
available for the SA & LR A/C family.
The development of AirN@v / Workshop for A300,
A310 & A300-600 is underway for release in the
first half of 2009.
CSIP13 results – your key areas for improvement
• Accuracy, clarity and completeness of the information
• Ease of use of the information
CSIP13 Technical Data
2009 improvement plan
Accuracy, clarity and completeness of the
information
It has highest priority and is part of the continuous
improvement program we have in place to ensure a
high quality level of technical data.
The various measures and improvements deployed in
the past including the progressive upgrading of TD
deliverables to, or close to, the A380 standard show
tangible results confirmed by the outcome of the last
CSIP surveys.
This TD upgrade project will be terminated in the second
half of 2010 introducing amendments on content,
layout, usage, media, a new IPC concept, flexible revision
service etc. all this contributing to further
enhancements of the technical data.
Progressive implementation with following Target Dates:
Mid 2010 for A330/A340 - End 2010 for A320 family
Ease of use of the information
From your feedback we understand that there is a
need for comprehensive training/information material
concerning the TD products including data
retrieval & usage in AirbusWorld.
This requirement has been addressed with the supply
of eCADETS the computer assisted tutorial device that
is continuously extended/updated to reflect your
needs and to reflect the latest product developments.
The next release is planned in the second half of
2009.
Target date: End of 2009
The AirN@v - and Maintenance & Engineering on-line
User’s Club meetings, held on regular intervals, are
used to outline new or intended developments and
last but not least to get the users feedback for a
continuous optimisation of the applications .
summary of actions in progress technical data
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 3
Our mission and prime roles:
“To identify Customer requirements for support and services
and ensure that we address them in a comprehensive
and customised way.”
• Ensure Customer satisfaction
• Define and implement fleet wide policies
• Market new services
• Ensure efficient communication
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
Speed of response to queries
We have implemented and routinely monitored the
following Key Performance Indicators (KPIs)
Engineering, maintenance and flight operations routine
queries:
• AOG technical queries: 95% answers within four
hours
• First answer (preliminary or final) within two working
days: 97%
• Final answer on time: 97%
Airbus proprietary spares:
• Answers to AOG: 95% AWB # communicated within
four hours
• Routine deliveries: 95% on time as per customer
request
Flexibility in Adapting to Customers’ Organization
Our strategic programme ‘FIRST’ responded to your
needs to support your operation by delivering the
following specific business driven solutions::
• Fuel Consulting Service – AirS@vings
• In-Service Enhancement Package (ISEP) on A320
Family aircraft launched
• Flight Hour Service and Total Support Packages
CSIP13 results – your key areas for improvement
• Quality and customisation of answers to your
queries
• Flexibility to adapt to your business constraints
• Our partnering attitude in resolving problems or
issues
• Autonomy in decision making
CSIP13 Customer Relations - 2009 improvement
plan
Quality and customisation of answers to your
queries
To ensure that your queries are addressed by the right
person in a customized way we will reassess our
Customer Query process.
Target: 2nd Qtr 2009
To further improve the quality of our response each
Customer Services business unit will reinforce their
quality checks prior to response to queries.
Target: Immediate Application
Flexibility to adapt to your organization or business
constraints
Your Customer Support Director will provide you with a
briefing on additional customer orientated services and
solutions to address your business needs and
constraints. Some of these solutions are already
available within our project Customer First.
Target: Immediate Application
Your partnering attitude in resolving problems or
issues
We have started to implement a series of Airline
Business and Operations training modules, these
modules are designed to reinforce our personnel’s
understanding of airline operations. For specific
modules this training will be supported and delivered by
airline personnel.
Target: Immediate Application
Autonomy in decision making
Your Customer Support Director will provide you with a
briefing on how your queries are handled within
Customer Services and the role of your local
representative in ensuring how these queries are
treated.
Target: Immediate Application
To increase the autonomy of your local representative
we will progressively implement a knowledge database,
this database will allow the local representative to have
direct access to information thus increasing their ability
to provide direct responses to your queries without
having to contact main base.
Target: Application throughout 2009
summary of actions in progress customer relations
ON GOING
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 4
Our mission and prime roles:
“Ensure the worldwide availability of web-enabled services
to support customer business, technical and flight
operations.”
• Provide services fitted to customer business processes
• Ensure year-round operations of Airbus World with bestin-
class performances
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
From the CSIP12 survey results we implemented the
following improvements:
• Response time improvement project, involving the
continuous monitoring of portal behaviour
• Ease of navigation by organizing AirbusWorld in
business communities. Information is located in a
user-friendly structure compatible with airline
business processes
• Quick direct access to precise information or a
document using business keywords
• Documentation Centre to provide a dedicated library
to find specific information.
• ‘’My on-line services” to identify on-line services
available with quick launch facility
CSIP13 results – your key areas for improvement
• Ease in navigating and locating services and
information
• Response time to access services and information
CSIP13 AirbusWorld – 2009 improvement
plan
In addition to the improvements implemented in 2008,
portal behaviour will be continuously monitored to
improve response time.
Federated search "Google like" will strongly improve the
end-user capability to find requested information
Target date: End of second quarter 2009
Federated search " Google Like" now available on Airbus
World"
New ergonomics, with a much simpler new Home
page, including enhanced buttons will improve the
ease in navigation; its simplicity leads to reduced time
to display, thus improving the performance.
Target date: End of 2009
summary of actions in progress AirbusWorld
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 5
Our mission and prime roles:
“To provide your airline with the best possible training to
ensure a safe and efficient operation of your Airbus aircraft.”
Provide all Airbus Customers/Operators with a broad
range of training courses
• Flight Crew
• Cabin Crew
• Maintenance and repair personnel.
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
From the CSIP12 survey results we implemented the
following improvements:
• Increase of our maintenance-training network to
provide additional capacity and availability.
• A greater number of courses made available on the
AirbusWorld training portal.
• The ‘Mobile Classroom’ is available with 3 months
notice, bringing maintenance training to your base.
• Increasing the modularity of the APIC course: the
core module and type specific module can be
performed at different times and locations.
• Cross Maintenance Qualification (CMQ) courses
developed, approved and implemented.
• The A330/A340 family maintenance courseware
segregation into A330 and A340 is in service.
• Complete review of the A320 Family maintenance
course practical training.
• Creation of an "upgrade to commander course".
(Delivered on customer request via a consulting
service)
• Availability of the new Airbus Cabin Crew Instructor
(ACIC) modular set of courses
• Full development of HUD (Head-Up Display) training
course for A320
CSIP13 results – your key areas for improvement
• Quality of answers concerning training planning and
related logistics.
• Response time to queries on training slots and
training media.
• Training registration process.
CSIP13 Training - 2009 improvement plan
Response time to queries
One of your concerns is the response time to queries
on training slots.
The following action will provide a more consistent
response time:
Systematic queries acknowledgement within two
working days and a consolidated reply within two and
a half weeks.
Target date: End of first quarter 2009
Quality of answers on training planning and the
training registration process
The following actions will improve training planning
visibility and the registration process:
AirbusWorld “Open Slots” will increase visibility on slot
availability and Long Range Maintenance courses "Fix
grid" will ease slot booking.
Target date: End of second quarter 2009
A "Training Tracker" tool will be developed and allow
consultation of training course dates through
AirbusWorld.
Target date: End of second quarter 2010
A separate Training Catalogue will be created,
featuring an “extract function”, which will ease access
to the courses and allow the forwarding of specific
files.
Target date: End of second quarter 2009
A specific training catalogue is available on a CD ROM
which was sent to you in June
One additional A320 FFS will increase the training
capacity in the Beijing Training Center as of April 09.
Target date: End of second quarter
FFS available since March 2009
summary of actions in progress training
Available
CSIP13 Newsletter Results from 13th survey - March 2009
CustomerSatisfaction ImprovementProgramme
- CSIP13 newsletter - page 6
Our mission and prime roles:
““To provide airline flight operations with all necessary
data and support services to operate safely and
efficiently the whole Airbus family.”
• Supply a high level of quality of operational documentation
and data
• Integrate fully operational experience
• Develop new tools to meet operators’ demands
Our improvement actions based on your
feedback:
CSIP12 to CSIP13
From the CSIP 12 results we implemented the
following improvements:
• Launch of the ‘Going to Digital’ project to ease the
use of the Single Aisle and Long Range Operational
documentation
• Controlled language course for all flight operations
engineers
• New PEP (Performance Engineers Programmes)
functionality based on noise constraints. (Airbus
Departure Analysis Software)
• FAIR (Forum with Airlines for Interactive Resolutions)
extended to Flight Operations (FAIR-OPS)
• New AirFASE release to reduce the volume of data
analysis and deployment throughout airlines’
information systems
CSIP13 Results – Your key areas for improvement
• FCOM ease of use and fulfilment of your
requirements
• Operations Policy Manual
• Timeliness, quality and customisation of answers,
and our ability to understand your in-service
problems
• Software applications
CSIP13 Flight Operations - 2009 improvement
plan
FCOM ease of use and fulfilment of your requirements
The Going digital project will introduce for all Single Aisle
and Long Range aircraft a major change in the way
operational documentation is produced and updated. It
will bring a structured eDocumentation with a new XML
format and will use links, new media and different layers of
information. This new standard should ease the use of the
FCOM and MMEL and contribute to a better fulfilment of
your requirements. CCOM and FCTM have already been
delivered in the new format at the end of 2008.
Target Date: Progressive introduction 2009/2010.
Operations Policy Manual
The Operations Policy Manual revision 3 was issued in
2002. The revision 4 (now called Airline Operations
Policy Manual) has been issued in December 2008 to
include all the regulation amendments and an
improved layout. It is available on AirbusWorld. The
next revision planned for the second quarter of 2009
will include SMS standards.
Target Date: End of second quarter 2009.
Timeliness, quality and customisation of answers,
and our ability to understand your in-service
problems
In order to better understand customer concerns from
mid to end 2008 we put in place a team of Regional
Flight Operations Representatives in our flight
operations Toulouse facility. To further enhance our
customer awareness we also increased the number of
airline pilots and experienced staff from the industry in
our team.
Target Date: End
作者: bocome    时间: 2011-7-30 18:48:06

CSIP13 newsletter update



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