 |
To achieve this, Customer Engineering operates several different services:
|
||||||
| Customer Engineering | ||||||
| BAE SYSTEMS Regional Aircraft has, as one of it core customer support services, a Customer Engineering function that is responsible for the provision of a full range of technical knowledge to meet operator requirements. To achieve this, Customer Engineering operates several different services: |
| Customer Information A customer information service provides a tailor-made full communications, technical publications/manual revision service to operators. Aircraft flight manuals and repair manuals are constantly being updated and these revised documents are sold to operators in either hard copy or CD-ROM format. In addition to supporting existing Regional Aircraft customers with their technical information needs, Customer Information is also working to create a robust business for the provision of technical information services to other customers. Currently manuals are prepared on behalf of Nimrod, Jaguar, Hawk and Tornado military aircraft and there are additional opportunities to grow this business. Modifications A further important aspect of the total support given to Regional Aircraft customers is the provision of modification programmes to keep aircraft fully compliant and to enhance their values. Some of these modifications are mandatory requirements such as Enhanced Ground Proximity Warning Systems ( EGPWS) and reinforced cockpit door design and installations. Regional Aircraft's total design engineering capability ensures that all modification requirements are comprehensively designed. Other modifications arise as a result of customer requirements or as a result of investigations carried out in-house by Regional Aircraft where developments are identified that will enhance the performance of aircraft. Regional Aircraft has the capacity to take these requirements, design them and install them in customers' aircraft through the provision of working parties. Customer Engineering Liaison Regional Aircraft provides a global network of Customer Engineers providing operators with a single point of contact to handle the vast array of technical and operational issues that the customer raises. Often referred to as the Customer Interface, this technical help- desk activity has the task of project managing across the whole support organisation to resolve day-to-day technical issues and to follow up where necessary with customer visits. · The Customer Engineering help desk is the first point of contact for all technical enquiries, encompassing maintenance publications to trouble-shooting discrepancies on the aircraft and its systems. The help-desk team of Engineers provides a broad practical experience of each of the BAE SYSTEMS Regional Aircraft types. 24 hour AOG support is provided. Periodic visits are made for the ongoing co-ordination of each Customer's technical support. · On-site trouble-shooting assistance - Customer Engineers are available to provide trouble-shooting assistance at customer operational bases. · All Operator Messages: these are urgent messages sent to all operators to highlight important information, such as priority inspections and significant developments in the fleet. · Service Information Letters; these are available to all customers and provide technical information. They cover reported problems, corrective actions, routine inspection and notification information. Customer Engineering Liaison is supported by the In-Service Engineering team, which provides back-up on those occasions when Customer enquiries need more in-depth research or analysis. In addition, the team provides the technical governance necessary to ensure that all engineering solutions offered support the continued safe operation of the in-service fleet. The continued airworthiness of the fleet is a major part of Regional Aircraft’s remit. The Repair Engineering department of Customer Engineering Liaison is responsible for answering all structural queries arising in-service from operators' fleets of ATP, BAe 146/RJ, Jetstream, 31/32, Jetstream 41 and 748 aircraft. A team of experienced structures engineers provide support to ensure that customer aircraft remain in service, or return to service in the shortest possible time-frame following structural damage or major incident. This support ranges from verbal or written advice regarding structural queries, through CAA-approved concessions and repairs for in-service damage, to AOG on-site assistance following major structural incidents around the world 24-hours a day. Services offered include: · 24-hour customer support for all structural issues arising on the BAE SYSTEMS Regional Aircraft fleet. · Design, draughting and approval (CAA approval) of repair schemes and concessions for un-repaired damage for all Regional Aircraft products; ATP, BAe 146/RJ, Jetstream 31/32, Jetstream 41 and 748 aircraft. · Provision of AOG on-site assistance to customers following major incidents resulting in structural damage. · Provision of on-site training courses on a range of structures/airframe related topics. Customer Engineering is also responsible for investigating Life Extension programmes for the Regional Aircraft product lines and also undertakes a constant review of cost of ownership issues on these aircraft. Regional Aircraft Cost Advantage Programme (RACAP) The primary objective of the programme is to reduce the maintenance cost of Regional Aircraft's products by developing cost effective methods of supporting these aircraft. The multi-disciplined dedicated RACAP Project Managers will co-ordinate activity plans across Regional Aircraft to drive Cost of Ownership deliveries. To assist in the delivery of RACAP targets the Maintenance Development team and the Fleet Data team are now fully incorporated under RACAP. |
© BAE SYSTEMS 2003 - 2008. All rights reserved | Conditions of Use | Privacy Policy |