AFTER-SALES AND REPAIRS

AN ENHANCED OFFER for a higher ADDED-VALUE SERVICE

Zodiac Aerospace Services has restructured and enhanced its offer, increasing the quality of its services and forging closer ties with its customers worldwide. It is an approach that not only focuses on improving customers’ satisfaction with their daily fleet operation over the long term, but also acts as a development vector for the Group, strengthening its image with air operators.

Four service offers

Starting from the needs of our customers and the solutions we offer them, we have reorganized our offering and structure around four divisions: (i) Spares Supply, (ii) Component Repair, (iii) Operator Programs, and (iv) Product Support. We have also strengthened our customer support department with a dedicated consultant for each airline or manufacturer, responsible for managing their relationship with Zodiac Aerospace Services on a daily basis. Centered on our clients, our new organization is intended to improve the quality and reliability of our services and bring us closer to our customers.

In addition, the creation of the Zodiac OEM Marketing and Product Management department is improving the interface with the Group's five business segments as well as our knowledge of their products and markets.

Reliability, punctuality, responsiveness

To respond better to the very strong demands of air operators, both in terms of the reliability and punctuality of our services and the management of their orders, we have revised our global logistics for the delivery of spare parts and equipment. For example, we have introduced new IT tools at our five call centers to forecast requirements, track orders and assist customers.

For repairs, our watchword is to reduce the downtime for an equipment so that its operator can make maximum use of it. We have been working on two areas, firstly the improvement of our repair processes and advance stocking of sub-assemblies, and secondly the availability of teams and the offer of immediate standard exchange or rental.

Full-service offers

As our aim is to free our customers from activities that are outside their core business, we have constructed an offer whereby airlines and leading MRO¹⁰ companies involved in flight-hour maintenance entrust us with the entire maintenance and logistics of Zodiac Aerospace equipment. These full-service offers, which provide customers with the manufacturer's quality guarantee, are also intended to meet specific needs. This is the case for our Cabin Care offer, an area in which the Group holds world-leading positions. We also provide airlines with daily technical support for more efficient use of the Group's equipment. This support involves engineer site visits, acting on customers’ feedback, and continuously monitoring the reliability of our equipment in operation and providing maintenance. We also issue regular updates to technical documentation and hold technical training sessions for airline operators.

¹⁰ Maintenance, Repair and Overhaul

26 | TRAVEL JOURNAL 2013/2014