To better align with our customer requirements, SPEX support for C-Series equipment has been improved for 4hr and 24hr Aircraft On Ground (AOG) for products repaired and shipped from Sarasota. Several components of the CMS are customized to the specific aircraft’s configuration. While this improves usability for the customer, it complicates maintenance procedures as Line Replaceable Units (LRUs) need the aircraft's configuration software loaded in Sarasota prior to shipment.
A cross functional team was launched to review and streamline the C-Series SPEX process. As a result, several changes have been made to improve the customer’s experience:
- Updated AOG Service Desk definition to include CMS parts. Now critical components of the entertainment system will follow the AOG expedited process under certain circumstances;
- Improved ordering processes for C-Series parts. The Customer Service Representatives' (CSR) ordering system was updated to consistently capture the aircraft type, serial number and configuration ID of the failed C-Series unit. Capturing this information up front enables Sarasota to immediately start the unit programming and significantly improves the turn time;
- AOG SPEX and Repair orders are processed by on-call support during nights and weekends;
- CSR process improvements to reduce delays on order holds and warranty validation. This will improve turn time for all SPEX orders;
- Aggressively worked core returns with customers to keep items in stock and available to next customer;
- Increased visibility of Sarasota R&O shop metrics in monthly operating reviews with executive leadership.
Overall, significant improvements have been made to the ordering and delivery process to reduce turn time and meet customer expectations for C-Series SPEX components.
Note: The new Ovation Select Cabin Management System is designed to allow the aircraft configuration to be loaded automatically while on wing. Only C-Series CMS parts require programming in Sarasota.
GCC RAIL G212