| Bombardier Aerospace has embarked on a three-part initiative to expand and enhance its customer service operations. The initiatives include the establishment of a network of regional support offices, additional spare parts depots, and an increase in the number of recognized maintenance providers.
These initiatives have already begun to be implemented in the Asia/Pacific Region.
In August, 2007 Bombardier opened its second Regional Support Office in the region, at Tokyo's Haneda Airport. A Regional Support Office in China opened in 2005; it will be enhanced to offer more comprehensive support to Bombardier CRJ regional jet and Q Series operators in that area.
Staffed by a Regional Office Manager, Customer Care Account Managers and technical experts such as Field Service Representatives and Customer Liaison Pilots, the regional offices offer increased communication with customers during the flying day, enabling staff to respond to customer queries in a more timely fashion. The Toronto and Montreal offices continue to provide core support.
Bombardier's objective of providing customers with increased access will lead to the opening of additional Regional Support Offices in Asia/Pacific, South America and Europe. Two new Regional Support Offices in Sydney, Australia and Munich, Germany are scheduled to open during the second quarter of 2008.
Also in August, 2007 Bombardier appointed Hawker Pacific Pty. Ltd. of Bankstown, Australia as a Recognized Service Facility (RSF) for Dash 8/Q Series aircraft in the Asia/Pacific region.
Under the RSF agreement, Hawker Pacific is authorized to perform "C" checks and other heavy maintenance, as well as do modifications and upgrades on Bombardier's behalf.
Hawker Pacific is the fourth RSF, joining Flybe in the United Kingdom, Adria Airways in Slovenia and Taikoo (Shandong) Aircraft Engineering Company (STAECO) in the People's Republic of China. These operations complement Bombardier facilities in Bridgeport, West Virginia and Tucson, Arizona.
In November, 2007 Bombardier opened a CRJ and Q Series spare parts depot near Japan's Narita International Airport.
Operated by Schenker-Seino Co. Ltd., the 4,000-square-foot (462 m2) depot is stocked with approximately 2,300 regional aircraft line items and is meant to provide a faster and more comprehensive spare parts service to Bombardier Regional Aircraft customers in Japan and elsewhere in Asia.
Supporting Bombardier's primary distribution facilities in Chicago and Frankfurt are other spare parts depots located in Montreal, Beijing, Sydney, Singapore, Dubai and Sao Paulo.
"We continue to invest in our customer service operations globally to ensure that our operators can benefit from ready access to needed parts," said Udo Rieder, Vice-president, Parts Logistics and Services, Bombardier Aerospace. "Our operators in Asia now benefit from superior levels of parts support in their region."
Added Todd Young, Vice-president, Customer Support at Bombardier Regional Aircraft, "These actions and initiatives are focused on strengthening our service levels and I believe they will get us one step closer to providing an amazing customer experience."
Bombardier Regional Aircraft Customer Services is consolidating its efforts with
a new, more visible, single identity backed by a strategy that strengthens services
throughout the aircraft life cycle. This new branding reflects Bombardier's goal
of introducing strategic initiatives based on three critical priorities that
will increase the service level to CRJ and Q Series operators. This advertisement
is one of four in a campaign that will be published in nine key international
aviation publications worldwide. Additional marketing communications elements
will follow in line with the ad campaign.
Bombardier Regional Aircraft Customer Services has improved the way Bombardier delivers technical manuals in .pdf format. It's called BRADD Nav, for Bombardier Regional Aircraft Digital Data Navigator, and is scheduled for release in the first quarter of 2008.
BRADD Nav gives airlines and other operators, among other benefits, the ability to merge their own documentation with Bombardier's technical manuals, including the ability to integrate Customer Originated Changes to the technical manuals.
Further information on BRADD Nav is available in a PowerPoint presentation at www.racs.bombardier.com.
"This advancement represents a significant step forward in the 'Go Digital' initiative our Technical Publications team has embarked on," said Todd Young, Vice-president Customer Support at Bombardier Regional Aircraft. "Our intent is to provide our operators with the tools they need to enable them to capitalize on all the advantages digital documentation can provide, ultimately eliminating the need for paper."
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