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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 | 
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