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A Two-Yearly Appointment

Measuring Customer Satisfaction - Launched at the start of April, the customer satisfaction survey will give all Eurocopter customers the chance to assess the performance of the company’s activities.

For the fourth time since 2001, Eurocopter is asking all its customers to rate the performance of its activities in terms of sales, deliveries, products, support, and services. The results of the previous surveys have already been used by Eurocopter to identify the areas for improvement in order to respond more effectively to the ever more demanding requirements of its customers. Three major actions, aimed at providing a very high level of performance in the services sector, have already borne fruit (see inset). In 2006, the entry into service of the Dallas logistic platform, and the integration of the transport lead times in the repair/overhaul cycles for transmission systems (total cycle) will lead to further improvements to Eurocopter’s responsiveness in the field of services. The results of the current survey will be used in the new Eurocopter organization -which is even more customer-focused - to strengthen the actions already implemented, and identify new avenues for improvement, according to customer expectations.

The product policy has been geared towards a significant improvement in maintenance costs.

Christian Da Silva

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Three important actions

Spares:
Significant service improvement with increased parts availability (approximately 93%), availability to customers within less than 24 hours in the majority of cases, and the implementation of distribution platforms in Roissy and Hong Kong.

In 2006, spare parts will be delivered from three logistic platforms in Paris, Hong Kong, and Dallas.

Overhaul / Repair:
Drastic reduction of industrial cycles, particularly for transmission systems, whose lead times have been cut from several months to a few weeks.

The industrial cycles for overhaul and repair have been drastically reduced.

Advisory Boards:
Better matching of the new services to customer requirements via the implementation of Advisory Boards. These meetings with customers, regularly organized in Europe, Asia, and the United States, integrate customers as early as possible in the definition phases of improvement projects (simplification of illustrated spare parts catalog and 20% reduction of maintenance costs on all aircraft over 10 years). Moreover, the product policy has been geared towards a significant improvement in aircraft performance and maintenance costs.