05 Avionics Customer Services News

Transcription

1 Update N July 2015 Avionics Customer Services News

2 >> Content u P.2 u P.4 u P.5 u P.7 u P.8 u P.10 Listening to Customers Airbus Supplier Support Rating Thales Avionics results 2014 Customer Support essentials AOG Innovative Services to Customers Thales e-troubleshooting service Did you know about? Thales Avionics Trading Thales Avionics footprint Recent Press Releases Where can you next meet Thales?

3 Update N >> Welcome Dear Customer, I am proud to inform you that Thales received the Airbus Ranking Support & Services gold award 2014 for the 5 th consecutive year, reaching the Top 10 supplier ranking nine years in a row. This illustrates how important customer satisfaction is for us and we endeavor to continue to make every effort to progress even further this year. François PIOLET EUMEA Vice President Avionics Services Worldwide You will find the full detail of the Airbus ranking results in the Listening to Customers section of this newsletter and information on improvement action plans. This month, the Customer Support Essentials section focuses on AOG services offered by Thales in partnership with OEMServices with a 24h/day and a 365d/year service as well as worldwide delivery from our four main storage facilities: New York, Paris, Singapore and Dubai. An insight is also provided on our new etroubleshooting solutions, an innovative Thales online service enabling to decode Maintenance and BITE data to speed up identification of internal failures and ensuring permanent updates of the latest LRU part-numbers. You will also have the opportunity to learn more about our Trading services - Thales sells high quality recertified used equipment and we also buy back excess inventories for both Thales and non-thales parts. Our latest news is the launch of our new EFB integrated application suite, an element of our TopWings family line, developed in collaboration with airlines to provide innovative solutions designed by pilots for pilots, offering all information pilots need to perform optimized missions. Finally, I am pleased to inform you that this year we will organize our Avionics Operators Conferences from 29 Sept to 1 st Oct in Istanbul for our Europe, Middle East and Africa customers and in Brazil from 19 to 21 Oct for our South Americas customers. It will be another opportunity to meet up and we look forward to getting more feedback from each of you at this occasion. François PIOLET Vice President, General Manager, EUMEA Avionics Services Worldwide Avionics - Customer Services News / 01

4 Listening to Customers Airbus Supplier Support Rating Thales Avionics results for 2014 Customer relationship and loyalty are essential in Thales after-market business approach. For these reasons, Thales is following up on all customer feedback received directly or through surveys organized by Aircraft Manufacturers. The Airbus Supplier Support Rating is a key indicator and reference on getting this feedback. 90,00% 85,00% 80,00% 75,00% 70,00% 65,00% AVERAGE RATE FOR ALL SUPPLIERS THALES AVIONICS IMPROVING OUR RESULTS OVER THE YEARS The Airbus Supplier Support Rating 2014 results were recently disclosed by Airbus. Overall, Thales remains this year again a gold-awarded supplier, and a Top 10 supplier for 9 years in a row. In 2014, Thales global rate increased from 83.1% to 84.5%, demonstrating continuous improvement in all areas: Airlines perception increased by 2,2% and Airbus perception increased by 1,8%. For the 5 th consecutive year, Thales has steadily enhanced its Customer Support, leading to a regular progression of the global rate assessed through the Airbus Supplier Support Rating. Among other benchmark Suppliers from Airbus, Thales is the only one to achieve such constant progress over the years. NORTH AMERICA LATIN AMERICA EUROPE AFRICA / MIDDLE- EAST / INDIA ASIA-PACIFIC Local action plan will enhance regional perception RESULTS FROM AIRBUS SUPPLIER SUPPORT RATING 2014 t t System System Supplier Supplier Ranking Ranking Airbus Supplier Supplier Support Support Rating Rating and and Ranking Thales Avionics objective Thales Avionics objective ,51% 84,51% ,81% 83,11% 82,18% 82,22% 82,81% 83,11% 82,18% 81,60% 82,22% 30 80,67% 80,67% 81,60% 30 80,67% 80,00% 80,67% 80,20% 80,00% 80,20% Thales Avionics - Rating Thales Avionics - Rating Thales Avionics - Ranking Thales Avionics - Ranking Thales, a benchmark Supplier for Airbus CHINA Yearly evolution GED reference: ASW/09/ Page 1 of 1 Updated by B.DUQUESNE : 04-Apr-2014 GED reference: ASW/09/ Page 1 of 1 Updated by B.DUQUESNE : 04-Apr % 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% System Supplier System Supplier Rating Rating With regard to airline perception, rates increased in most areas, and especially on repair performance, reliability and spare 02 / Avionics - Customer Services News

5 Update Update N 04 N pricing. Communication, technical assistance, documentation, repair performance and warranty as managed by Thales ASW currently exceed airlines expectations. Perception regarding maintenance costs and spare pricing can still be improved. Thales ASW will continue to reinforce communication on these aspects: current direct maintenance cost figures are far below guaranteed commitments as per product support agreements, and product reliability figures keep increasing. REGIONAL IMPROVEMENT ACTIONS FOR 2015 Thales ASW remains committed to take on board all the feedbacks received through Airbus survey. Customer action plans are already being deployed in each region of our representatives network. While the regional perception of Thales ASW remains above the average of other suppliers, trends between 2013 and 2014 highlight such perception is decreasing especially in Asia- Pacific, India, Middle-East and Africa. Thales local Account Management teams are therefore challenged to reverse this trend and recover proximity and intimacy with Airline Customers. The effort will understandably continue also in other regions. The feedback from Airbus Supplier Support Rating is a good base, and Customer meetings will allow to effectively address the issues in the field. Airbus supplier awards Paris Air Show Le Bourget 2015 Award for exceptional customer support performance THALES Avionics One of the top 10 achievers in the Airbus Supplier Support rating 2014 Didier LUX Head of Airbus Customer Services Thales, a benchmark Supplier for Airbus since years u Customer feedback confirms that Thales remains a benchmark Airbus Supplier and this for 9 years in a row u Thales ASW commits to enhance the communication on Maintenance Costs and Spare Pricing management u Action plans will be developed at regional level in 2015 >> CONTACT: Benoit DUQUESNE benoit.duquesne@fr.thalesgroup.com / 03

6 Customer Support Essentials - AOG Thales avionics in partnership with OEM Services offers a pool access service based on an AOG stock of Line Replaceable Unit (LRU) for civil aircraft AOG SERVICES: SERVICES DESCRIPTION Thales Avionics offers 24h/day and 365d/year round services to address your AOG requests, with worldwide delivery from 4 main storage facilities: New York, Paris, Singapore and Dubai. Based on our OEM commitments, each customer request is acknowledged within 1 to 4 hours, with shipment of equipment within 4 to 24 hours following receipt of order. Our AOG Services propose: Immediate delivery of SPARE units to initiate or complement your spare stock. Outright purchase of equipment, ADVANCE STANDARD EXCHANGE units, for exchange with your unserviceable equipment (transfer of ownership) or loans can be proposed. Thales Avionics AOG Team s mission: Our main mission is to have a serviceable LRU at the right place, in the right PN (standard) ready to be shipped with full documentation. Anticipating EIS (Entry into Service) of a new aircraft program, new product, new standard... at the right time, is one of our main focus. One of Thales s key objectives is to guarantee Customer satisfaction by the best service to support customer facing AOG situation. Our front desk teams dedicated to this service are strongly involved in this objective. Our partnership with OEMServices : Located near Paris, New York, Singapore and Dubai airports, OEMServices host Thales AOG stock and ensure all deliveries as per our commitment. A very close relationship built over years, sharing rules and policies to apply, helps support any request from our customers in due time and manner. Thales avionics supplies OEM Services with around 3000 LRU (900 different PN) to support worldwide AOG request. Moreover during Thales out of working hours, OEMServices is able to contact on-call Thales representatives to provide prompt technical or commercial answers. Key figures: deliveries in 2014 with 99% of ontime deliveries. OEMServices ( is a joint venture created by four major OEM (Thales, Diehl Aerospace, Liebherr and Zodiac aerospace) to provide logistics and inventory management competences as a true services integrator. Our partner OEMServices moved at the end of last year to Roissy CDG into brand new M² facilities (with 30% extension possible) fully adapted to our customers requirements. Thales Avionics also is present in the new OEMServices center in Dubai with a stock dedicated to A350 & A380. Do not hesitate to contact our Partner to get information on this new facility. Please find below addresses and contacts of our facilities to get information or to send your orders. REFER TO YOUR CLOSEST LOCATION AMERICAS EUROPE, AFRICA, MIDDLE EAST ASIA, PACIFIC OEMServices C/O Thales 140 Centennial Avenue Piscataway, NJ U.S.A. OEMServices 86, Route de Roissy Tremblay en France, FRANCE OEMServices C/O Thales Aerospace Pte Ltd 21 Changi North Rise Singapore HOTLINE Phone: +1 (732) Fax: +1 (732) aog.us@oemservices.aero HOTLINE Phone: (+33 1) Fax: (+33 1) aog@oemservices.aero HOTLINE Phone: (+65) Fax: (+65) aog.asia@oemservices.aero 04 / Avionics - Customer Services News

7 Update N Innovative Services to Customers Thales e-troubleshooting service E-TROUBLESHOOTING : a Thales online service to decode Maintenance and BITE data to speed up identification of internal failures. The service supports 60 LRUs representing more than 450 P/N. From manual Service Information Letter (SIL) to web-based troubleshooting, this service is part of the Thales strategy to develop online Health Monitoring. Based on a single centralized application maintained by Thales, the e-troubleshooting service ensures permanent updates of the latest LRU Part-Numbers. E-TROUBLESHOOTING SERVICE OFFERS: Faster decoding: task significantly improved compared to former use of Service Information Letters Available for on wings and in the shop troubleshooting Autonomy in decoding task Service availability 24/7/365 through Thales Customer OnLine web portal Supporting a wide range of BITE formats (On-Wings & Shop) Accueil COL e-ts a user friendly interface to highlight major events decoded in BITE data /

8 Innovative Services to Customers Thales e-troubleshooting service FOCUS ON E-TROUBLESHOOTING INTERFACE The presentation of decoded data has been set up by Thales experts to propose a global vision of the BITE memory including: Table of events with chronological order and filtering features Color code to point out major events Direct literal meaning of all numeric error codes CONTINUOUS IMPROVEMENT e-troubleshooting constantly evolves to handle new LRU as well as new aircraft types (A350 XWB ). New features are integrated in the online service and made available for end users without any specific action nor installation required on their laptop. Thales is already working on a new e-troubleshooting version to propose a service consistent with the future use of connected mobile device in Line maintenance. Capture decoded data >> CONTACT: Pascale MONTGENIE pascale.montgenie@fr.thalesgroup.com 06 / Avionics - Customer Services News

9 Update N Did you know about? Thales Avionics Trading For over 3 years now, Thales has been offering recertified aerospace pre-owned equipment. In a context of strong competition and tight margins, customers are under continuous pressure to keep cost down. Extending our portfolio of services to the sale of secondhand components in addition to the sale of new equipment, lease and exchanges was our answer to market requirements for reduced spare parts cost of ownership while supporting customers critical spare parts needs. WE SELL, WE BUY: THALES AND NON-THALES PARTS Not only do we sell high quality recertified used equipment, we also buy back customers excess inventories, both for Thales and non-thales parts. We cover almost every type of components from avionics to pumps and valves - on all commercial aircraft platforms, offering a single source solution to our customers. Our components comply with high quality standards as you can expect from an OEM and are delivered with FAA, EASA, CAAC, etc. airworthiness approvals, full traceability and tags, ATA Spec 106 form and comprehensive warranties. Our trading department is fully integrated to our Avionics Services Worldwide (ASW) organization. A dedicated and experienced sales team is located in-regions in the US (Piscataway, Iowa and Miami), France (Toulouse) and Singapore, close to customers and reactive to their needs. They have direct access to an extensive inventory of Thales and non-thales pre-owned equipment ready to ship. In addition, our warehouses of inventories are strategically located around the globe close to Thales support centers where they can easily be recertified, repaired or upgraded to the required standard. THINK THALES AVIONICS TRADING. AGILE AND RESPONSIVE TO YOUR NEEDS! u A dedicated team close to your location and ready to help you u Backed up by technical and product experts u Large inventory of Thales & non-thales parts u High quality standards u Competitive pricing and reduced cost of ownership u Recognized by our customers for excellence in customer support and services Dedicated resources to serve you Our new Asset Management Services Video in now available, You can watch it via utue Please watch our video on our offer on Utube Need parts? Our trading experts will help you find out what you need in a quickly manner and at competitive market prices. Anytime, anywhere. / 07

10 Thales Avionics footprint Recent Press Releases LOONG AIRLINES HAS SELECTED THALES AVIONICS TOPFLIGHT FLIGHT MANAGEMENT SYSTEM (FMS) FOR THEIR 30 A320S TO BE DELIVERED BETWEEN 2015 AND 2018 The Thales TopFlight FMS constitutes the new generation of flight management system offering unique functionalities such as FMS Landing System (FLS) and see what you fly capabilities. This system is at the forefront of the Chinese market and is the preferred choice for Airbus single aisle jets, with over 60% market share worldwide. With this win, we are pleased to now count Loong Air as a customer. Thales FMS has been selected on the Airbus single aisle range by the vast majority of Chinese operators in More than 400 Chinese aircraft are flying with Thales TopFlight FMS today. Daniel Malka Thales VP, Avionics Services Worldwide THALES LAUNCHES NEW GENERATION ELECTRONIC FLIGHT BAG APPLICATION SUITE WITH FIRST CUSTOMER AIR FRANCE New software generation AF Thales announced at the Paris AirShow the launch of a new generation TopWings Electronic Flight Bag (EFB) software application suite designed by pilots for pilots. This revolutionary product will be designed in cooperation with IT experts and pilots from Air France and numerous other airlines to gather their insights and understand their operational needs. Air France announces its intention to cooperate with Thales on the development of this solution. The airline intends to equip its entire fleet with this new EFB software solution. Other airlines of the Air France-KLM group have expressed their interest for the TopWings solution. 08 / Avionics - Customer Services News

11 Update Already at the leading edge of disruptive innovation and EFB solution- deployment, Air France will be closely involved in the definition of the software suite. The result of this collaborative innovation approach will be an EFB solution designed to provide pilots with fully digitised access to all information required for the entire journey, from the moment they leave home to the moment they return. Operational efficiency improvements will also provide significant cost reduction for operators. The new software system will integrate a wide range of functions seamlessly such as e-documentation, e-briefing, e-logbook or e-weather, within one simple solution with an intuitive graphical user interface designed by Man-Machine-Interface specialists. Leveraging the system s connectivity functionalities, pilots will have access to real-time information that enhances their situational awareness. The new software will also allow advance mission planning to assist in all ancillary actions, including medical checks, passport renewals, all the way up to recurrent training alerts. The new generation TopWings is the first true digital assistant for pilots. Sébastien Veigneau, Air France pilot, project leader on Digital Transformation of Flight Operations, says: We are convinced that this new generation EFB application suite will be a major step towards the digital transformation of our Flight Operations. It will aggregate all the information pilots need for their missions, to achieve a better situational awareness that improves flight safety and operational efficiency. At last, we will have a solution designed by pilots for pilots. THALES AT THE AMC-AEEC IN PRAGUE, CZECH REPUBLIC Thales was present at the Avionics Maintenance Conference (AMC) and the Airlines Electronic Engineering Committee (AEEC), two conferences jointly organized by ARINC* from April 27nd to 30th, 2015 in Prague, Czech Republic. This annual event attracted a high level international audience of industry experts to discuss promote reliability and to reduce operating and life cycle costs of air transport avionics by improving maintenance and support techniques through the exchange of technical information. Over 700 people from airlines, airframers, suppliers and Maintenance Repair Organizations (MROs) attended. Thales participates actively in the objectives of reliability increase and operating cost reduction all year round. The AMC is the place to showcase the work done by Thales Avionics in the maintenance domain and exchange as well with the airline community during the general session on various topics, i.e. avionics philosophy such as Intellectual Property & Documentation rights, news services, tools & processes launched by Thales. The AMC is for sure a unique event to build and ease, in a few days, relationship and meetings with several Airlines delegates to enhance our support to operators. *Aeronautical Radio Inc. Update N 04 N We have designed an aircraft-agnostic EFB system that not only can be fully integrated across the fleet and connected to the ground but also plays the role of a digital assistant to the pilot. We are delighted to work with the group Air France-KLM on this project. Daniel Malka, Thales VP, Avionics Services Worldwide / 09

12 Where can you next meet Thales? Beyond regular Customer meetings, Thales is striving to provide more opportunities for Customers to meet and to learn more about Thales. Thales conferences are organized for such purpose. In the last quarter of 2014, Thales has organized four regional operators conferences in key regions. Our events have been very rich in terms of exchange and allowed also Customers to further express or clarify their expectations. Such conferences will be carried out in 2015 with two specific events, the first one in Istanbul for the Europe Middle East and Africa Region, the second being organized in South America, Brazil. The Asia Pacific region will be addressed in a dedicated conference early >> Thales Avionics Operators Conference EuMea u Istanbul, Turkey u September 29 to 1 st October, 2015 >> Thales Avionics Operators Conference Americas u Brazil u October 19 to 21, 2015 Contacts If you have questions with regards to this publication, please contact: mailto: ASW.CustomerNews@fr.thalesgroup.com If you want more information, please visit our website at: If you wish to subscribe or unsubscribe, please contact: mailto: ASW.CustomerNews@fr.thalesgroup.com