CFM Product Support Initiatives

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CFM Product Support Initiatives

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CFM56-7B TRAINING MANUAL ENGINE FAN TRIM BALANCE

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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