2012年12月，巴西航空工业公司第十一届中国用户年会在广西桂林圆满落幕。中国用户年会是公司、

用户和供应商三方有效沟通的平台，通过共同探讨问题、分享有价值的信息、相互交流经验和知

识，并携手提升公司在华机队的运营，保障客户利益。

巴航工业在华十二载，在各界的关注和支持下，勤勉耕耘、同中国航空市场共同发展，也不断努力为国内

的支线航空事业注入力量。截至目前，公司在华机队规模达133架、服务于国内12家用户，拥有中国120座

级以下商用喷气飞机市场约77%的市场份额。能够取得这样的傲人成绩，得益于每一位用户多年来坚持探

索适合中国国情的支线航空市场运营模式和机队维护管理经验。多年来，公司也始终致力于探索并推广

“合适尺寸、合适机型”的理念，以期携手业界推动中国支线航空市场的稳健发展。

实现与客户的共赢合作是巴航工业植根中国之本。为此，巴航工业持续加大在华售后服务体系建设的投

入，不断提升团队的专业素养、成立全资子公司、设立授权服务中心、本地飞行模拟机的使用、启用航材

零备件保税库等，无一表明巴航工业向每一位用户提供更加专业、优质、高效的服务的决心及承诺。为及

Embraer held its eleventh consecutive annual China Operators Conference in Guilin, Guangxi Province early last December.

The annual event provides a centralized communication platform to discuss a range of subjects with customers and

suppliers, to share valuable information, exchange experiences and enrich knowledge of products and services. All of

these help airline customers improve the performance of their fleets.

With the support from all parties and their relentless efforts over the past twelve years, Embraer has been active in making its

own contribution to promote regional aviation in China while at the same time growing with the industry. To date, the company

has a fleet of 133 aircraft flying with 12 customers. Those airplanes represent a 77% share of the regional aviation fleet.

All of our airline customers who fly regional aircraft in different business models are helping to develop the country’s social

and economic structure. Over the past decade, Embraer has been promoting a capacity right-sizing concept to promote healthy

growth of the country’s regional aviation sector in association with key industry players.

Win-win cooperation with our customers is essential to Embraer’s sustainability so the company has been continually investing in

the development of its customer service and support system. The ever-improving expertise of the customer support team, the

establishment of Embraer’s first wholly-owned subsidiary in China and the Embraer authorize service centers, the installment

卷首语 A Word from the President

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时了解用户需求，巴航工业在华团队建立了多种沟通渠道和平台，为中国用户量身定制的用户年会即是其

中之一。本着“倾听、交流和解决问题”的宗旨，经过全体员工的共同努力，用户年会组织紧凑高效、议

题内容广泛且具深度，其积极作用得到了与会嘉宾们的积极肯定！

在此，我们为您特别奉上2012年中国用户年会特刊，与您分享本届用户年会的点滴。同时，您也可通过各

位航空公司领导的专访报道，更直观地了解客户的心声。

最后，值此辞旧迎新之际，我谨代表巴西航空工业公司大中华区全体员工感谢各位朋友们对我们的鼎力支

持和由衷信任，并预祝大家在新的一年中身体健康、阖家幸福!

巴西航空工业公司高级副总裁

兼大中华区总裁

Senior Vice President of Embraer

President of Embraer China

of full flight simulators, and the opening of a bonded spare parts warehouse demonstrate our commitment to providing more

effective and higher quality services to each of our valued customers.

To better understand the needs of our customers, Embraer China’s customer service team has built various communication

channels and platforms of which the EOC is one of the most effective. Following aphilosophy of “listening to customer needs,

sharing and exchanging information and experiences and providing solutions,” the event has been praised by conference

attendees for its organization, comprehensive agenda topics and positive outcomes.

I hope you enjoy reading this special newsletter that details highlights of the EOC. You can also read what our customers are

saying in interviews with the leaders of each airline.

As the New Year approaches, I would extend my sincere thanks and appreciation for all your support and trust. On behalf of all

the employees of Embraer China, I wish you good health and prosperity in the New Year.

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巴西航空工业公司 2012 中国用户年会概述2012 EOC China Overview

2012 年 12 月 3 日至 6 日，来自中国民航局的嘉宾、巴

航工业 E- 喷气系列飞机及 ERJ145 飞机的中国客户、

巴航工业总部及大中华区、以及供应商逾 200 名代表

齐聚广西桂林参加巴航工业 2012 年中国用户年会。

召开用户年会是巴航工业的一项传统 , 旨在通过促进制造商、

用户及供应商三方的有效沟通和经验分享，丰富各方对产品和

服务的知识，协助用户提升机队运营。

自 2000 年进入中国市场，巴航工业即将用户年会的精神延伸

至中国市场。本着“倾听、交流和解决问题”的宗旨，中国用

户年会的议题设计充分结合了全球用户及中国用户的共性和个

性问题。一方面在华团队根据中国用户与全球用户存在的共性

或具有借鉴意义的问题，与中国用户分享全球机队运营和维护

经验 ；另一方面，根据日常沟通及定期拜访等多种渠道，汇总

中国用户在机队运营过程中存在的特殊问题，与总部支援团队

共同制定解决方案，并依此为中国客户量身定制相关议题。正

如东航江苏有限公司副总经理顾湘荷表示，“航空安全无国界。

巴航工业积极主动与用户分享国际机队的运行信息，对于航空

公司用户而言获益匪浅。”

Embraer’s Operators Conference (EOC) China 2012 was held from November 13 to 16 in Guilin. The event brought together over 200 delegates from the CAAC, Chinese operators of both

E-Jets and ERJ 145 aircraft families, representatives from Embraer headquarters and Embraer China, and Embraer suppliers.

Organizing operator conferences has become a tradition at Embraer. The events aim to provide a centralized communication platform to discuss issues with customers and suppliers. The convention serves as a venue to share valuable information, exchange experiences and enrich knowledge of products and services, all of which, ultimately help airline customers improve the performance of their fleets.

Ever since Embraer was established in China in 2000, the company has been organizing a dedicated EOC event for its Chinese customers. Following the principles of “listening to customer needs, sharing and exchanging information and experiences and providing solutions,” Embraer China’s customer support team has customized topics to be presented and discussed at the meeting. On the one hand, the conference agenda includes topics that are discussed in the worldwide conferences so that Chinese airlines can understand problems that are common among all customers. On the other hand, the customer service team also collects questions arising from daily work and face-to-face meetings. They work with Embraer headquarters personnel to develop local solutions. Topics of specific interest to Chinese operators are presented and discussed at the conference. As Mr. Gu Xianghe, Vice President of China Eastern Jiangsu said, “air safety is of critical importance to operators worldwide. By proactively sharing world fleet performance

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巴西航空工业公司 2012 中国用户年会概述

本届年会以 E- 喷气系列飞机和 ERJ 145 飞机的工程技术、飞

行操作和航材备件为主题举行一系列讨论会。与会代表不仅得

以就具体的技术问题展开研讨，同时对巴航工业商用飞机项目

的研发进展、全球及中国客服体系提升举措、全球机队的运营

表现、全球及中国商用飞机市场预测等一系列宏观议题都有了

更为全面深入的了解。

连续举办了十一年的中国用户年会，经过不断的完善，已经成

为巴航工业与用户之间实现良好互动的有效平台。河北航空副

总经理李新安表示，“我已经参加了十届巴航工业用户年会，

可以说见证了各届年会每一个细节的不断完善，如会议组织更

加紧凑、议题更加丰富且更具深度等，用户在运营过程中面临

的问题得到了实质性的解决。”

用户年会也是巴航工业在华发展历程的见证者 ：客户群体不断

扩大、机队规模迅速扩展。截至 2012 年年底，逾 120 架商用

飞机执飞逾 430 条航线，通航 100 余座国内国际城市，每年执

飞 25 万个航班、旅客运输量达达 1500 万人次 / 年。

能够取得这样傲人的成绩得益于用户不断提升机队管理和维护

能力。有鉴于此，本届用户年会上，巴航工业授予天津航空

information, Embraer helps domestic airlines take preventive measures and gain experience. ”

The conference was divided into two parts: one for E-Jets and the other for ERJ 145 operators. Each part had an agenda of workshops and group discussions covering maintenance and engineering, flight operations support and materials management. Delegates discussed specific technical topics and received updates on Embraer’s commercial jets program, improvements to customer service and support, the performance of the worldwide fleet and Embraer’s global and China market outlooks.

After a decade, the EOC China event has become the platform for efficient interaction between Embraer and its Chinese customers. Mr. Li Xin’an, Vice President of Hebei Airlines shared his recognition of the event, “I have participated in sessions at ten EOC events and have seen continuous improvement of the conference. The event is becoming well organized, covering more topics and with in-depth analysis, which helps operators find solutions.”

The event reflects the importance of Embraer’s development of the regional aviation business in China as the number of customers and fleet increases. To date, there are more than 120 Embraer commercial jets flying 250,000 times per year across the country linking 100 cities on 430 routes and carrying 1.5 million passengers.

The achievment could not have been made without the joint effort of airline customers. Many awards were given at the event: “Outstanding

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Contribution for Embraer Fleet Operations in China” (Tianjin Airlines); “Outstanding E-Jets Performce in China” (China Southern Airlines); “Outstanding ERJ145 Fleet Performance Operation in China” (China Eastern Jiangsu) and“Successful Entry into Service for an E-Jets Fleet in China” (Hebei Airlines). As Mr. Guan Dongyuan, President of Embraer China stated at the ceremony, “The awards are not just the company’s recognition of the airlines’ achievement for their efforts, the awards show our appreciation for their support of Embraer over the past decade.”

Although the three-day conference was short, the schedule was tight with a full agenda that allowed participants to share experiences, address problems and gain knowledge. In fact, the EOC China event is just one part of the platform of communication between Embraer and its Chinese customers. The Embraer China team communicates through various channels, including regular face-to-face meetings, visits to flight operations departments and through the customer account management system to better understand customer needs in a timely fashion. While these channels have their own functions and complement each other, the EOC China event is, no doubt, the largest assembly which unites OEMs, customers and vendors. They communicate directly with one another in order to resolve issues more efficiently. That, in turn, helps strengthen understanding and cooperation with each other.

“2012年度巴航工业机队杰出运营贡献奖”、中国南方航空“2012

年度 E- 喷气飞机杰出运行奖”、东航江苏“2012 年度中国区

ERJ145 机队杰出运行奖”，河北航空“2012 年 E- 喷气飞机卓

越初始运行奖”。正如巴航工业高级副总裁兼大中华区总裁关东

元先生在颁奖典礼上所言，“这些奖项不仅是表彰航空公司用户

在机队运营管理方面所做的持续性努力，更是以此感谢新老客

户十年如一日对巴西航空工业公司的支持。”

为期三天的用户年会，虽然时间短暂，但时间安排紧凑、内容

丰富，对于解决用户问题、分享交流经验、学习新知识有着积

极的作用。事实上，中国用户年会只是巴航工业与中国用户之

间交流平台的部分构成。巴航工业大中华区团队建立了多种沟

通渠道和平台，如定期的客户见面会、飞行运行支援见面会以

及客户管理经理体制等，全面、实时了解客户需求。每一个平

台都有自己独特的作用但又相辅相成。而中国用户年会的召开

则赋予了巴航工业与客户之间的无缝隙沟通，进一步巩固和加

强彼此的合作与战略友谊的契机！

7

董苏光（前排左四）中国南方航空股份有限公司副总经理

甘拥军（二排左三）中国南方航空股份新疆分公司副总经理Mr. Dong Suguang (4th from left, Row 1), Vice President of China Southern Airlines Co., Ltd.Mr. Gan Yongjun (3rd from left, Row 2), Vice President, China Southern Air Holding Xinjiang Company

顾湘荷（右四）中国东方航空江苏有限公司副总经理

龚义芳（右二）中国东方航空武汉有限公司副总飞行师Mr. Gu Xianghe (4th from right), Vice President of China Eastern Airlines Jiangsu Co., Ltd.Mr. Gong Yifang (2nd from right), Deputy Chief Pilot of China Eastern Airlines Wuhan Co. Ltd.

胡建峰 ( 右中 ) 天津航空有限责任公司副总裁Mr. Hu Jianfeng (2nd from right), Vice President of Tianjin Airlines Co., Ltd.

李新安（左四）河北航空有限公司副总经理Mr. Li Xin'an (4th from left), Vice President of Hebei Airlines Co., Ltd.

2012 年中国用户年会期间高层会晤回顾High level meetings with airline leaders

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2012 年中国用户年会采访手记Interviews at the Embraer China Operators Conference 2012

自2005 年运行 ERJ145 机型以来，东航江苏 ERJ145 机

队即以其高效运营领先全球机队。2012 年机队签派可

靠率平均达 99.70%、日利用率平均达 8.1 小时。在

2012 年中国用户年会上，东航江苏公司连续第五次获得“大中

华区 ERJ145 杰出运行奖”。

据东航江苏副总经理顾湘荷介绍，能够取得这样的成绩，得益

于公司不断加强的团队维护管理能力，充分发挥 ERJ145 机型

特点并实现多元化的市场运作模式。

Since its first ERJ145 entered service in 2005, China Eastern Jiangsu has been a leader among world operatorsfor outstanding performance of its fleet. In 2012, its ERJs flew an average of 8.1

hours every day with 99.70% schedule reliability. For such exceptional performance, the airline was given an award for “Outstanding ERJ145 Fleet Performance and Operations in China”for the fifth consecutive year.

Mr. Gu Xianghe, Vice President of China Eastern Jiangsu, said that the achievement was only made possible by the company’s efforts to continuously improve its fleet maintenance capabilities and to diversify operationsby taking full advantage of the features of the ERJ145.

Improved Maintenance Capability to Ensure Fleet Reliability

Systematic measures to ensure safety: (1) the company has been gaining operational and management experience from ERJ145 operators both inside and outside China and developing preventive measures for potential failures by making full use of the onboard monitoring system; (2) the company convenes technical seminars and selects top technicians to form a team to identify and solve problems; (3) the company conducts air-ground coordination meetings in which representatives from safety, flight, technical, dispatch and other departments discuss daily issues face-to-face so they can work together to develop solutions. The approach

顾湘荷 Gu Xianghe

中国东方航空江苏有限公司 副总经理Vice President of China Eastern Airlines Jiangsu Co., Ltd.

integrates fleet operations and maintenance activities to streamline processes.

Improve staff expertise through training programs: all staff relevant to operations, including pilots and maintenance, receive ongoing company training and participate in various programs directed by OEMs to improve knowledge and expertise.

Diversify Market Operations to Ensure Aircraft Utilization

The company takes full advantage of the ERJ145’s capabilities including the jet’s seat capacity for operations on low passenger volume routes, its high schedule reliability, ability to access smaller airports and short turnaround time on the ground.

A pioneer in market development: Second and third-tier cities need to develop their air service to accelerate economic development. Although there is huge potential for such markets, it is expected that in the short term the low passenger volume requires jets with the right seat capacity.China Eastern Jiangsu operates the ERJ145on these types of routes using the aircraft to effectively reduce the risk associated with opening a new market. When passenger volumes increase and markets mature, the airline will replace the ERJ145s with larger jets. Examples of routes that have followed this philosophy are Nanjing-Yuncheng, Yuncheng-Wuhan-Xiamen, Nanjing-Shantou-Zhanjiang, Nanjing-Wanzhou, Nanjing-

系统化巩固维护管理能力，保障运行可靠性

完善安全保障体系 ： （1） 借鉴国内及国际 ERJ145 机队运行经

验，同时充分利用机载 QAR 数据监控系统，积极采取预防性

措施消除故障隐患 ； （2） 通过开展技术研讨会选拔并组建高端

技术团队，及时诊断并解决问题； （3）安技、飞行、机务、技术、

签派及各相关运行保障等部门定期召开“空地协调会”，沟通运

行过程中出现的问题、共同讨论解决方案，实现飞机运行和维

护的有效结合。

加强培训，提高人员素质：与安全运行相关的人员，包括飞行员、

机务维修等人员参加公司内部的培训，同时也积极参与飞机制

造商主办的各类培训课程，提升知识和技术能力。

多元化市场运作模式，保障飞机利用率

充分发挥 ERJ145 适合客流量较低的航线、具有出色的签派可

靠性、能够执飞一些较小的机场及地面周转时间短等特点，采

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顾湘荷 Gu Xianghe

中国东方航空江苏有限公司 副总经理Vice President of China Eastern Airlines Jiangsu Co., Ltd.

取多元化的市场运作模式。

市场培育先锋 ：二三线城市需要通过发展航空运输加快经济发

展步伐。这些城市拥有巨大的发展潜力，但在初期存在客流量

较小的问题。东航江苏公司利用 ERJ145 执飞此类航线，在抢

占航班时刻资源的同时有效降低市场开发风险。待市场培育成

熟后，则改用较大机型以满足市场需求。最为典型的如南京 -

运城，运城－武汉－厦门，南京－汕头－湛江，南京－万州，

南京－太原－大同，南京－柳州等。

创新运营模式 ：国内新建机场需要开通新航线保障机场运营、

同时地方政府也需要开航推动社会经济文化发展。ERJ145 运

营成本较大型飞机而言也较低。东航江苏公司精准把握市场需

求，采用与地方机场及政府“保底补贴”的合作模式，既有利

于公司培育市场，同时也为促进地方经济发展做出贡献。近年来，

公司先后与无锡、淮安等机场合作，开通了淮安 - 上海 / 西安 /

温州 / 长沙－南宁 / 沈阳 / 宁波 / 武汉－重庆等航线。

为干线“补给”客源：如采用“一票到底”和“中转联程”的方式，

用 ERJ145 开通南京－浦东航班衔接中转如洛杉矶、温哥华等

上海浦东机场始发的国际航班，使南京的客户可“直飞”美国、

加拿大，实现无缝隙衔接。这一举措不仅为东航国际航线输送

客源，更是提高了东航的服务品牌。

2012 年合武动车开通之后，地空博弈成为热门议题。对此，顾

湘荷表示，“一些干线航班确实受到一定的影响。但高铁建设主

要集中于经济较发达地区。而公司 ERJ145 的运行主要配合国家西北大开发战略，引导经济发展中的二三线城市的航空市场发展。开辟了一片支线蓝海，避开与高铁的正面交锋。”

对于巴航工业这一合作多年的伙伴，顾湘荷给予了高度评价：“巴

航工业客服团队的敬业精神及专业能力有目共睹。客服团队建立多种沟通平台以了解客户需求，如驻场技术支持、定期的客户拜访及飞行安全专员会议等，帮助用户及时解决问题。而每年的用户年会使用户、供应商和厂商之间实现了直接、高效的沟通，同时，与会代表不仅可就具体问题进行探讨，也可以了解更为宏观的议题，受益匪浅。”

Taiyuan-Datong, and Nanjing-Liuzhou.

A new mode: While the newly built airports need to open up more routes to ensure viable operations, local governments need to boost social, economic and cultural development with good air transport. Compared with larger aircraft, the ERJ145 has a lower operating cost which makes it more compatible with those airports. In order to pursue new market opportunities, China Eastern Jiangsu initiates cooperation with local airports and governments who support new routes with subsidies. The arrangement is a win-win for both – the regional economies and air transport grows and the airline is able to expand as well. Over the past few years, the company has cooperated with airports like Wuxi and Huai’an (both in Jiangsu Province), and opened up routes like Wuxi-Shanghai/Xi’an/Wenzhou/Changsha-Nanning/Shenyang/Ningbo/Wuhan-Chongqing.

Feeding larger: One example is a new flight from Nanjing-Pudong (Shanghai) with an ERJ145 where passengers connect to international flights departing from Pudong Airport to Los Angles, Vancouver and other destinations with the convenience of a single ticket. Passengers from virtually any point in the China Eastern network can travel to the USA and Canada with just one seamless connection. This helps the airline maximize seat occupancy and aircraft utilization. Moreover, the network connectivity makes the carrier more competitive, raises its

profile both locally and abroad and promotes the efficient feed of traffic at its hub.

Since high-speed rail service started between Hefei (Anhui Province) and Wuhan (Hubei Province) in 2012, competition between ground and air transport has become a hot issue. On this subject, Mr. Gu Xianghe said, “Some mainline flights, such as those on the Nanjing-Beijing route, have been affected to a certain extent. However, as high-speed rail is mainly concentrated in economically developed regions, our ERJ145s focus on second- and third-tier cities where the economy is still under development in the northwest.The company has avoided direct confrontation with high-speed rail by unlocking the vast ‘blue ocean’ of regional aviation.”

As an old friend of Embraer, Mr. Gu spoke highly of Embraer China’s customer service team.“The professionalism and expertise of the team is obvious to all. The team has established different kinds of communication platforms, such as filed technical support, regular customer face-to-face meetings and flight safety officer meetings in order to better understand the needs of customers and help operators solve problems in a timely manner. The EOC event enables direct and efficient communication among operators, suppliers and the OEM. The event also brings an opportunity for attendees to probe into specific technical issues and discuss more macro topics. There are many benefits.”

10

2012 年中国用户年会采访手记Interviews at the Embraer China Operators Conference 2012

中国东方航空武汉有限责任公司于 2005 年开始运

营 ERJ145 飞 机。 2012 年， 其 ERJ145 机 队

平均日用率逾 10 小时，签派可靠性达 98.07%。

如此优异的成绩在全球 ERJ145 用户中也是屈指可数。

China Eastern Airlines Wuhan added the ERJ145 to its fleet in 2005. In 2012, the airline’s ERJ 145 fleet flew an average of over 10 hours per day with 98.07% dispatch reliability. That

performance made the airline a leader among world operators of the aircraft.

According to Mr. Gong, all five ERJ 145s are now flying in cooperation with local airports and governments through route subsidies. In order to facilitate development and keep China’s economy robust, regional governments are eager to tap their resources and advance local industry through air transport. The ERJ 145’s seat capacity is well suited to traffic volumes for second- and third-tier cities. The jet has excellent dispatch reliability and completion rates making it an ideal tool for high frequency shuttle service that enables the carrier to maximize frequency and airspace at regional airports.

The subsidized operations take full advantage of the capabilities of the ERJ145 and let operators build high-utilization flight schedules that improvethe company’s brand image and give greater visibility to its

龚义芳 Gong Yifang

中国东方航空武汉有限责任公司 副总飞行师Deputy Chief Pilot, China Eastern Airlines Wuhan Co., Ltd.

network. China Eastern Wuhan is helping to develop the local economy and grow the market. Its regional operations are quite flexible – it can adjust frequencies in small units of capacity to compensate for seasonal variations in demand. That, naturally, helps to reduce risk and improve profitability.

In the first half of 2010, China Eastern Wuhan partnered with the Government of Inner Mongolia and the Inner Mongolia Civil Aviation Airport Group by basing two ERJ 145s at Hohhot Airport. The two jets connected major cities in the region including XilinGol, Chifeng, Ulanhot, Tongliao, Wuhai and Ordos. In the second half of the year, the company signed a cooperative agreement with the Municipal Government of Liuzhou in Guangxi Province. The airline based two ERJ 145s at Liuzhou Bailian Airport to provide high-frequency and short-haul flights for business travelers. After several years, the Liuzhou flights have good passenger load factors which have remained stable throughout the year.

据东航武汉龚义芳介绍，公司旗下目前五架 ERJ145 的运营

均采用与地方机场等单位开展“保底补贴”合作的市场运作

模式。

龚义芳表示，随着中国区域经济的快速发展，地方政府需要

推动地方资源开发、产业发展和经济发展，对发展航空运输

业有着迫切的需求。ERJ145 机型的座位数能够较好满足二三

线城市旅客的航空出行需求，具有较好的签派可靠性和航班

任务完成率，在利用充分支线机场时刻和空域资源、开通高

密度的“快线式”航班方面有着独特优势。保底补贴的合作

模式不仅充分发挥了 ERJ145 机型优势，同时有助于东航武

11

龚义芳 Gong Yifang

中国东方航空武汉有限责任公司 副总飞行师Deputy Chief Pilot, China Eastern Airlines Wuhan Co., Ltd.

汉占有航班时刻资源、树立服务品牌、延伸航班服务半径、

完善航线网络，在助力区域经济发展的同时实现公司的战略

发展。同时，这种运营模式也极具灵活性，可以随着季节及

市场需求灵活调整，降低市场开发风险。

2010 年上半年，公司与内蒙古自治区政府和机场集团合作的

共同努力下，两架 ERJ145 飞机进驻内蒙古自治区呼和浩特

机场，以呼和浩特为枢纽，基本辐射内蒙古的主要城市和新

兴地区，如锡林郭勒、赤峰、乌兰浩特、通辽、乌海、鄂尔

多斯等，合作取得了积极成效。同年下半年公司与广西柳州

市政府签定合作协议，两架 ERJ145 飞机进驻柳州白莲机场，

推出高频率、多辐射的商务航班服务。目前，公司在柳州航

线上运营稳定，全年均保持较高的客座率。

对于合武动车及京广高铁的开通，龚义芳表示 ERJ145 执飞

的航线并未受到太大影响，“在规划 ERJ145 运营的航线时，

已经尽可能避开高铁沿线，这也是支线航空的特点 ；其次，

在一些容易受到影响的地区，则通过增加经停城市的方式保

留航线及服务品质 ：如武汉 - 柳州 - 广州 / 海口。”

据龚义芳介绍，为保障机队的高效利用，公司通过大力培养

飞行员、完善绩效管理体制提高机队签派可靠性、利用机载

数据系统监督发现飞机健康问题等一系列措施有效保障了飞

机的平稳运行。目前，公司五架 ERJ145 的机组保障人员达

到 50 名左右。

对于巴航工业的客服团队，龚义芳表示，“尽管接触时间较短，

但巴航工业客服团队注意通过形式多样的平台，如定期的客

户拜访、年会等，及时与客户沟通，协助用户及时解决问题。

这是我第一次参加用户年会，紧凑的会议组织和丰富的内容

安排给我留下了深刻的印象。年会为用户、制造商以及供应

商之间提供了有效的沟通平台。”

Since high-speed rail service started between Hefei (Anhui Province) and Wuhan (Hubei Province) in 2012, Mr. Gong said that the ERJ 145 flights have not been adversely affected. “When planning the ERJ145 network, we avoided scheduling flights that would compete with high-speed rail, which is an example of the flexibility of regional aviation. In some areas where flights are affected to some extent, we enhanced our competitiveness by adding stops, such as Wuhan-Liuzhou-Guangzhou/Haikou. This helps our company keep our flight schedules on these routes.”

According to Mr. Gong, the company

has taken a ser ies of measures to ensure sound

fleet performance and high daily

utilization. These include continually strengthening pilot training and enhancing aircraft reliability by improving employee performance evaluations for dispatch engineers, and making full use of the jet’s onboard data monitoring system to take preventive measures to avoid possible failures. Currently, the airline has 50 pilots and co-pilots for its ERJ145 fleet.

Although he has only been in contact with Embraer’s customer support and service team for a short time, Mr. Gong shared his impressions. “The Embraer customer service team builds various platforms to understand customer needs and supports them in resolving issues through regular face-to-face meetings and the EOC event. It’s my first time attending an EOC event yet I’m very impressed with its organization and the comprehensive subjects. The EOC event is an efficient venue for OEMs, operators and suppliers to communicate with each other.”

12

2012 年中国用户年会采访手记Interviews at the Embraer China Operators Conference 2012

天津航空于 2008 年引入首架 E190，并拥有巴航工业

在亚洲最大的 E- 喷气飞机机队。其 E190 机队的签

派可靠性始终领先全球平均水平，并于 2010 年和

2011 年连续获得“大中华区 E- 喷气系列飞机杰出运营奖”。

在过去两年时间里，随着 E190 机型在中国用户群体的不断扩

大，天航更是积极分享多年积累的机队运行和维修经验，为

其他用户顺利引入 E190 并成功开展运营做出了积极贡献。因

Tianjin Airlines acquired its first E190 in 2008 and now has the largest fleet of Embraer E-Jets in Asia. It was given the distinction of “Outstanding E-Jet Fleet Performance in China”

in both 2010 and 2011 for achieving the highest E190 schedule reliability rate among all operators in the world. For the past two years, Tianjin Airlines has shared its operating and maintenance experience with other Chinese airlines flying E-Jets, using its accumulated knowledge to help those carriers introduce their E190s. Tianjin Airlines was given the “Outstanding Contribution for Embraer Fleet Operations in China” award at the Embraer China Operator Conference in 2012.

According to Hu Jianfeng, Vice President of Tianjin Airlines, the company has explored and adopted a series of enhancements to its maintenance and management capabilities to ensure efficient operation of its fleet ever since it became the launch customer for the E190 in China. “It’s our responsibility to share such experience with our domestic brother airlines to help them avoid missteps. That, overall, helps in the development of regional aviation in the country.”

In July 2012, Tianjin Airlines started operating its upgraded operations and control center. The facility integrates voice dispatch with digital

胡建峰 Hu Jianfeng天津航空有限责任公司 副总裁Vice President of Tianjin Airlines Co., Ltd

此，在 2012 年巴航工业中国用户年会上，天航荣获“巴航工

业机队运行杰出贡献奖”。

据天航副总裁胡建峰介绍，作为 E190 机型在中国的启动用户，

过去几年来天航不断摸索、并采取了一系列提升维护和管理

能力的措施以保障机队的高效运营。“与国内兄弟航空公司

分享这些成功的运营经验，不仅为业内同僚提供了一条捷径，

还为中国支线航空的发展贡献了一己之力，这也正是天航的

责任和义务。”

2012 年 7 月，天航启用了全面升级的运控中心，该中心集成了

语音调度系统、大型数字屏显系统、空管二次雷达系统、铱星

卫星电话等多项运控系统，对于处理如航班延误及雷雨天气条

件下的运行带来了革命性的变化，有效提升安全运营水平。而

在飞机维护方面，在巴航工业的大力支持下，通过各级干部和

技术骨干的努力，天航逐渐积累了成熟的维护经验，同时通过

如提升 IT 技术能力、加强岗位责任制、召开定期回顾会等一系

screen displays and air traffic control secondary radar and iridium satellite telephone systems. Those features have brought revolutionary improvements to minimize flight delays and increase safety in severe weather conditions.

The company has gained more experience in the area of maintenance thanks to the support of Embraer and the airline’s own leaders and technical personnel. Their combined efforts have seen improvements in IT and post audit, the introduction of more rigorous review meetings, and the formation of a fleet maintenance management system.

13

列措施，已经形成一套有效的维护和管控程序和体系。

完善的机队运营和维护管理模式保障了天航的飞速发展。目前，

天航机队规模近百架飞机。2011 年共计执飞国际国内航线 137

条、通航城市 80 余座、年旅客运输量 500 余万人次。2011 年，

天航提出“本地航空、全球运营”的新战略，标志着以支线专

营起家的天航正式迈进向“国际化干支结合、客货并举的大中

型航空公司”的转型新纪元！天航的发展速度之快令业界瞩目。

同年，天航先后荣膺 SKYTRAX 中国最佳区域航空公司、全球

四星航空公司等称号。而天航在实现快速发展的同时，更为促

进中国支线航空的稳健发展、为国内其他航空公司发展支线航

空树立了行业标杆。

2012 年年底，天航顺利引进了第 50 架 E190 机型，E190 无可

争议地成为天航的主力机型。胡建峰表示，天航选择 E190 为

主力机型正是因为其契合公司“区域航空、全球运营”的战略

发展需求。100 座级的 E190 续航能力达 5.5 个小时，其适用的

市场范围和商业模式较传统支线飞机更为灵活 ：可用于点对点

瘦长航线运营、为中低客流量市场提供低成本服务 ；可以根据

淡旺季或高低峰时段客流量的变化，将其与较大型干线飞机配

合使用，优化运力管理 ；可用于开辟新航线、培育市场，降低

市场风险等。“目前，在天航通航的城市中，二三线城市的中低

客流量航线占据很大的比重。天航利用 E190 的座级和航程特

点，在第一时间新开、加密航线，同时结合公司旗下 A320 机

型，快速搭建出干支结合、国内国际结合的中转航线网络体系。

E190 无疑在天航新战略中发挥着主力军的作用。”

作为巴航工业在亚太区最大的用户、同时也是巴航工业在中国

首家授权商用飞机维护中心，“天航十分重视与巴航工业的友

好合作关系。未来，希望巴航工业一如既往地为天航在飞机

维护和运营方面提供支持。与巴航工业携手，共同推动中国

支线航空市场的稳健发展！”

Continuous improvements to fleet management and maintenance have laid a solid foundation for the rapid development of the airline which now has about 100 aircraft in its fleet. In 2011, its aircraft flew on 137 international and domestic routes connecting more than 80 cities and carried more than 5 million passengers. In the same year, Tianjin Airlines implemented a new strategy for “regional aviation and global operation.” Once a purely regional carrier, the airline moved to a combination of mainline and regional services for passengers and cargo in an effort to become a medium to large-sized international airline. The airline’s performance attracted industry attention: in 2011, SKYTRAX

bestowed its Best Regional Aviation Airline in China, Global Four-Star Airline award to Tianjin Airlines. The carrier’s growth has set an example for other domestic airlines in promoting the steady development of the country’s regional aviation industry.

At the end o f 2012 , the ca r r i e r introduced its 50th E190, the flagship aircraft of the Tianjin Airlines fleet.

Hu Jianfeng said that the choice of the E190 as the main aircraft type best addressed the company’s strategy to develop “regional aviation and global operations.” The jet’s 4,450 km range gives the 100-seat airplane tremendous versatility to operate on city pairs of up to 5.5 hours flight time compared with traditional regional jets. In addition to providing low-cost capacity for low and medium-volume markets, airlines can use the E190 in parallel with larger mainline aircraft to manage changes in seasonal and time-of-day passenger demand to optimize fleet capacity. The E190 can also be used to right size fleets and to develop new routes with lower risk. Markets with medium and low passenger volume (second and third-tier cities) constitute the majority of destinations served by Tianjin Airlines.

As the operator of the largest fleet of Embraer aircraft in Asia and the first authorized service center for Embraer commercial jets in China, “Tianjin Airlines attaches great importance to cooperation with Embraer. In the future, we hope that Embraer will continue to provide Tianjin Airlines with timely aircraft maintenance and operational support. And we would also like to join hands with Embraer to boost the healthy development of China’s regional aviation market!”

14

2012 年中国用户年会采访手记Interviews at the Embraer China Operators Conference 2012

河北航空公司于 2011 年年底引入首架 E190 型飞机，

成为该机型在中国的最新用户。从引入机型的各项

准备工作到实现新机的安全平稳初始运行，河北航

空公司以专业、高效、敬业的工作作风得到社会各界的一致

Hebei Airlines became the newest operator of the E190 at the

end of 2011. From preparations for the aircraft’s introduction

to the smooth entry into service, the airline has been

recognized for its efficiency and professionalism of all those involved

with the E190 program. Today, Hebei Airlines operates four E190s.

The aircraft fly with 99.65% schedule reliability and load factors are

reaching 80%. Daily utilization is also climbing. In recognition of these

achievements, Hebei Airlines was given an award for the “Successful

Entry into Service for an E-Jets Fleet in China.”

Mr. Li Xin’an characterized the development of Hebei Airlines over the

past two years as“steady development with a qualitative leap-forward.”

Although only two years since its tarted flying, Hebei Airlines now has

a fleet of nine aircraft that fly on more than 30 routes and connect over

30 large and medium cities. The company is embarking on a new era of

development and is making efforts to optimizeits fleet and network. This

year, the company passed an audit by the CAAC and has become a first-

class enterprise in the civil transportation industry.

李新安 Li Xin'an河北航空有限公司 副总经理 Vice President of Hebei Airlines Co., Ltd

认可。目前，河北航空旗下已拥有的四架 E190 型飞机，签派

可靠率平均达 99.65%，客座率约 80%，日利用率也逐步提高。

有鉴于此，河北航空荣获巴航工业“2012 年大中华区卓越初

始运行奖”。

对于河北航空成立两年来的发展，李新安用“转型成功、稳健

发展” 8 个字做出概括。成立仅两年，河北航空旗下自有运力已

达到九架，开通航线 30 余条，通航 28 余座大中城市，机队结

构和航线布局也明显优化，公司已经进入一个转型升级、提质

增效的新发展阶段。2012 年河北航空更是通过民航局综合考核，

成为民航运输业一类企业。

李新安表示，E190 型飞机作为全新机型引入运营以来，河北航

空公司狠抓安全飞行能力、机务维修能力、运行控制能力等各

As Mr. Li stated, the company attaches great importance to the safe

and sound performance of the E190 fleet through the implementation

of comprehensive measures. These include improving the staff’s

competence in flight safety, maintenance, operation control and adopting

a comprehensive fleet management system.

Mr. Li also notes that the E190 is different from traditional regional

jets because of its versatility to fly in different business models. Hebei

Airlines is taking full advantage of the E190’s capabilities. Its four

E190s based at Shijiazhuang Zhengding Airport are flying across a

network north to Harbin, south to Sanya, east to Qingdao and west to

Yinchuan. The E190s fly to large airports like Guangzhou and Shenzhen,

and to small and medium-sized airports like Handan, Tangshan and

Qinhuangdao.

15

项能力建设，严把放行标准，不仅如此，还通过岗位责任制等

各类制度，加强安全管理，确保 E190 机队的安全平稳运行。

李新安还强调，E190 机型的市场模式具有很强的灵活性，已经

不属于传统支线机型的范畴。在运营过程中，河北航空充分发

挥 E190 的机型特点，以“干支结合”的运营理念发挥 E190 型

飞机的作用。目前，河北航空的四架 E190 型飞机，以石家庄

正定国际机场为基地，执飞的航线网络北至哈尔滨、南至三亚、

东至青岛、西至银川。其中既有如广州、深圳等大型机场，也

有如邯郸、唐山、秦皇岛等中小型机场。

建设经济强省、和谐河北需要便捷高效的综合交通体系做支撑。

河北航空的成立既是顺应河北省建设经济强省的需求，也为河

北省本省及通航城市的经济文化交流做出突出贡献。对此，李

新安以实例做了说明，目前，河北航空 E190 型飞机独家运营

着一些航线，如石家庄 - 唐山、石家庄 - 哈尔滨等。从石家庄

至唐山，陆地交通需 5 个小时左右，而空中交通仅需 50 分钟

时间 ；石家庄至哈尔滨这一航线的开通则为河北省与黑龙江省

的经济文化交流搭建了空中桥梁。

2013 年河北航空还将陆续引进三架 E190 型飞机，进一步扩

展旗下 E190 型飞机的机队规模。并将继续以市场需求为指导，

坚持 “干支结合”的理念，充分发挥 E190 机型特点，实现公

司十二五发展目标。

作为巴航工业的老朋友，李新安表示 ：“巴航工业的客服团队从

用户的立场和角度考虑问题，十余年来不断完善客户服务和支

援体系。我已经参加了十届巴航工业用户年会，可以说见证了

各届年会每一个细节的不断完善，如会议组织更加紧凑、议题

更加丰富且更具深度等，用户在运营过程中面临的问题得到实

质性的解决，河北航空将携手巴航工业共同推动中国民航事业

的稳健发展。”

Transforming Hebei Province into an economic powerhouse needs the

development of a comprehensive transportation system. Hebei Airlines

was set up for this objective and the carrier is making significant

contributions to economic and cultural communication between cities

in the province. It is also helping to strengthen the ties between Hebei

Province and other provinces and cities by providing more convenient

air service. Mr. Li gave some examples.

The airline’s E190s a r e t h e o n l y

aircraft flying o n s o m e

c i t y p a i r s , s u c h a s

Shijiazhuang-Tangshan

and Shijiazhuang-Harbin.

Travel time from Shijiazhuang

to Tangshan is about five hours by

land but only 50 minutes by air. The

flight between Shijiazhuang-Harbin serves as bridge for economic and

cultural exchanges between Hebei Province and Heilongjiang Province.

In 2013, Hebei Airlines will grow the E190 fleet with three new jets.

While always being market oriented, the company will take full

advantage of its E190s to develop new markets in order to achieve its

goals in the Twelfth Five-Year Plan period.

As one who has known Embraer for over a decade, Mr. Li said,

“Embraer is fully customer oriented. Its customer service team

has steadily improved its service over the past decade. I have

participated in sessions at ten EOC events and have seen continuous

improvement of the conference. The event is becoming well

organized, covering more topics and with in-depth analysis, which

helps operators find solutions. Looking forward, Hebei Airlines will

join hands with Embraer to promote the robust development of civil

aviation in China.”

16

2012 年中国用户年会采访手记Interviews at the Embraer China Operators Conference 2012

格拉斯先生在巴航工业工作已有 30 余年，初期即参与

ERJ145 在中国的项目，自 2009 年起负责中国 E- 喷气

系列飞机工程方面的工作。

今年是格拉斯先生第七次参加中国用户年会。中国用户的成长令格

拉斯先生印象颇为深刻。“中国用户总是积极主动地研究巴航工业

的飞机，不断地提出问题、总结经验。多年的经验积累使他们对支

线航空有了更为深刻的理解，他们的成长推动着中国民航事业的发

展。相较于世界其他地区的许多用户，中国用户对巴航工业飞机的

Mr. Grassi has worked for Embraer for over thirty years. He has been associated with the ERJ 145 program in China from the beginning and assumed engineering duties for the

E-Jets program in the country in 2009.

This is the seventh EOC China in which he has participated. Today, he not only is impressed by the increasing number of operators in China but also their maturity. “The Chinese airlines have proactively learned more about Embraer products. They keep asking questions and are much more knowledgeable of regional aviation concepts. That helps advance China’s overall aviation industry. They know a lot more about Embraer aircraft than many operators in other parts of the world. That’s why their fleet performance is leading the worldwide fleet.”

The force behind the remarkable growth of airlines here is Embraer China’s customer services team. “The Embraer China customer service team has demonstrated its ever-improving capability in its efforts to lead the organization of the EOC event. The team shows true professionalism in providing customers with tailor-made solutions.”

马尔科 • 图里奥 • 格拉斯 Marco Tulio Grassi

巴西航空工业公司航空公司 市场工程副总裁Embraer Vice President, Engineering - Airline Market

了解更为透彻，这也是公司在华机队签派可靠性得以领先全球机队

的原因。”

而巴航工业在华客服团队无疑是促进中国用户不断成长的保障。“在

华客服团队的专业素养持续提升，这一点从他们独立地组织协调用

户年会、及时为用户制定客户化的解决方案已足以证明。”

格拉斯先生拥有丰富的客服工作经验。在他看来，与客户保持清晰、

及时、有效的沟通是客服工作得以取得积极成效的关键因素之一。

沟通不仅可以了解用户需求，也有助于及时分享信息和知识，如技

术研发、全球机队运营情况等。“授人以鱼不如授人以渔。” 有效的

信息和知识分享是帮助用户成长的关键。正是基于这一理念，公司

在华客服团队建立了形式多样的沟通平台，如设立驻场代表与用户

就日常运营中面临的问题及时沟通 ；不定期召开电视电话会议、定

期前往用户运营基地拜访用户以及召开用户年会等。事实上，中国

用户年会也是巴航工业向中国用户学习改进产品和服务的平台，他

们的经验分享也将为全球用户提供有价值的参考信息。

Mr. Grassi also shared his viewson the factors that are essential to the success of customer service. These include being in touch with customers with clear, timely and good communication. Communication is not only to understand the needs of customers, but also to share knowledge and information about, for example, the latest technology andthe performance of the worldwide fleet. “It is better to teach someone how to fish rather than to simply give him a fish.” Information and the sharing of knowledge are keys to enabling customers to grow. To facilitate this, Embraer China has field service representatives who communicate regularly about daily operations, conduct meetings via WEBEX, schedule frequent on-site face-to-face visits with customers, and participate in the EOC China forum. The EOC event is also a platform in which we learn from Chinese airlines how to improve our products and services. Sharing their valuable experience benefits Embraer customers around the world.

17

中国的支线航空在过去十余年来实现了稳健发展。自 2003

年挂牌成立至今，哈尔滨安博威在为促进中国支线航空

稳健发展贡献力量的同时，也与整个航空行业共同成长。

截至目前，哈尔滨安博威已向中国客户交付 41 架 ERJ145，这些

飞机的签派可靠率和航班完成率均领先于全球 ERJ145 机队，我们

对此引以为傲。毋庸置疑，中国蓬勃发展的经济必将推动支线航空

保持稳健的发展。

The past decade has seen the steady development of China’s

regional aviation industry. During those ten years HEAI

has been active in making its own contribution to promote

regional aviation in China while at the same time growing with

the industry. To date, HEAI has delivered 41 ERJ145s to Chinese

customers. All of these aircraft are stellar performers with the highest

schedule reliability and flight completion rates among the global ERJ145

fleet. We are extremely proud of this. No doubt with China’s vibrant

economy, regional aviation will continue its sound growth trajectory.

In June 2012, HEAI reached a turning point in its history, to build

Legacy 600/650 executive jets! The Legacy 600 and 650 are based on

the ERJ145 family platform which is well-developed and proven around

the world. The decade-long ERJ145 program has been a rewarding

journey for HEAI with a well-developed corporate management system,

尤里 • 卡比Yuri Capi

哈尔滨安博威飞机工业有限公司 总经理President of Harbin Embraer Aircraft Industry Co., Ltd.

马尔科 • 图里奥 • 格拉斯 Marco Tulio Grassi

巴西航空工业公司航空公司 市场工程副总裁Embraer Vice President, Engineering - Airline Market

2012 年 6 月，哈尔滨安博威经历了其历史转折点，即由生产

ERJ145 支线飞机转型制造莱格赛 600/650 喷气公务机！莱格赛

600/650 是基于经全球市场验证的、成熟的 ERJ145 系列平台。而

哈尔滨安博威十年来辛勤耕耘 ERJ145 项目无疑为这一新项目奠定

了深厚基础 ：成熟的企业管理体系、完善的质量控制体系、全体员

工的专业能力等，这对于哈尔滨安博威顺利克服过渡期的困难，确

保莱格赛项目的成功至关重要！

哈尔滨安博威的每位员工正在为莱格赛项目全力以赴，莱格赛项目

也依计划如期推进。车间及基础设施现正在重建以满足喷气公务机

生产环境需求，如主机库和喷漆房 ；巴航工业博图卡图生产的首架

莱格赛 650 飞机零部件也即将抵达哈尔滨安博威 ；员工根据计划接

受各类培训以提升技能。看到所有部门全体员工团结一致，共同为

哈尔滨安博威首架莱格赛 650 飞机的组装而努力，着实令人鼓舞。

2013 年 1 月 7 日，哈尔滨安博威正式启动首架莱格赛 650 的总装

生产。哈尔滨安博威已做好迎接新挑战的准备！

quality control systems and the professionalism and expertise of

employees. All of these are essential things so that HEAI can face the

challenges during the transition period from building the ERJ145 and to

ensure the success of the Legacy program.

HEAI is now making all around preparations for the Legacy program

which progressing on schedule. At present, HEAI’s workshops and

infrastructure are being rebuilt to meet the specific needs of executive

jets manufacturing, like the main hangar and paint hangar. Parts and

components for the first Legacy 650 produced in Botucatu will arrive

in HEAI soon. Our employees are undergoing comprehensive training

for the new program. It is really inspiring to see all departments and

employees so united for the assembly of the first Legacy 650. On

January 7th, 2013, HEAI started the assembly of its first Legacy 650!

HEAI is ready to embrace the new challenges.

18

高效、团结的精英团队是实现公

司发展的基石。过去十二年的

卓越成绩见证的不仅是巴航工

业在华业务的稳健发展，更是公司在华团

队的不断成长——更加完善、专业的组织

结构及职能划分。每位成员相辅相携，以

高效、敬业、专注的专业素养、不断提升

的专业能力以及对航空事业的满腔热忱助

推公司在华业务的发展壮大。

如今，在巴航工业逾 70 人的大中华区团

队中，驻场代表们的身份似乎有些独特。

一专多能的他们既是与客户联系最为紧

密、战斗在最前沿的先锋，也是保障后勤

支持、默默奉献的幕后英雄。因工作需要

须长期派驻客户运营基地，奔波的生活有

着常人难以体会的辛苦，但他们始终以积

极豁达的心态，奔波并快乐着。”

不理俗世的名与利，潜心为他们所钟爱的

事业而不懈奋斗，静心为家人的美好生活

而努力。看似平凡的他们用实际行动诠释

了坚守与责任的意义。纯洁的品质、坚韧

的意志、谦逊的气质，这样的朋友们，正

是我们身边最可爱的人！

An efficient and unified elite team of professionals has always been the cornerstone for the development of a

company. The past twelve years have seen not only the steady growth of Embraer’s business in China, but also the sustained growth of our team, one that is increasingly better structured and professional. Each member has been contributing to the growth of Embraer’s business in China through his professionalism andcontinually-improving capabilities.

On the Embraer China team of over 70 members, field service representatives (FSR) are somewhat special. Professional and versatile and with the closest contact with customers on the front line, they are also the forces behind the scenes. They provide technical and engineering support to guarantee fleet performance, whether working at an operations base or at a remote location with no infrastructure. Working and living most of the time away from family is hard yet the FSRs find satisfaction in their difficult work by having a positive and optimistic attitude. Without regard to worldly fame and fortune, they are fully dedicated to their job for which

萧英扬 Siu Ying Yeung

巴西航空工业公司大中华区 首席运营官COO, Embraer China

最可爱的人The Force Behind the Scenes

they are so passionate and strive for a better life for their families. They are ordinary people doing extraordinary jobs. Their deeds perfectly reflect the responsibility they bear

and the unwavering spirit which is expected of them. Being humble with gritty will power and modest temperament, they are the most wonderful people who deserve our respect.

19

2004 年至 2011 年近七年时间，许世新先后被派往六个城市为航空

公司客户提供驻场支援服务。2011 年 6 月至今，许世新担任商用

飞机客户支援总监。

“驻场代表是巴航工业和客户之间沟通的桥梁。因着对航空事业的

热爱，每位代表全身心投入客户服务工作中，视客户责任为己任，

一言一行都传递着巴航工业客户至上的服务理念，为公司在华业务

2007 年 2 月加入巴航工业，先后前往西安、天津、广州等地为客

户提供驻场支援服务。

“六年的驻场工作经历，有泪水有欢笑。期间尽管遇到诸多困难，

但我始终为自己身处这一高效、温暖的团队而自豪。说高效，是因

为每位代表不仅为客户提供技术支持，更需要对所有与飞机运行的

相关事宜及时沟通协调，包括航材、培训等。这些都要求每位代表

统筹兼顾、高效地完成每一项工作。说温暖，是因为从公司的最高

领导到其他每位同事，都给予驻场代表深切的关怀。公司更像一个

大家庭。

In the seven years from 2004 to 2011, Mike Xu has worked in six cities providing customers with field support services. Since June 2011, Mike has been in charge of field and engineering services and support for airline customers in China.

“The FSR serves as the communication bridge between Embraer and customers. Out of love for aviation, all of them arefully committed

to their job, in which they regard customer responsibilities as their own duties and deliver Embraer’s customer oriented philosophy via their words and actions, laying a solid foundation for business development of Embraer China. They demonstrate a high sense of responsibility with their own deeds!”

Michael joined in Embraer in February 2007 and has been to Xi’an, Tianjin and Guangzhou to offer field support services.

“In my six years as an FSR, there have been both hardships and happiness. Although there have been so many difficulties over the years, I always feel proud to be a member of this efficient and united team. In terms of efficiency, each representative not only provides technical support to customers, but more important, communicates and coordinates all issues relevant to aircraft operations, including spare parts and training. This requires each representative to

make overall arrangements and complete each task efficiently. It’s a team that is fully united. Although we are far away from the office, everyone from top management to fellow colleagues has given FSRs their heartfelt support. It makes the company feel more like a large family.

Of course, it is a pity that I have little time to be with my wife and my son. But to work hard for my own dream and for my family is worth it, even if I have some regrets.”

陈茂黔 Michael Chen商用飞机客户支援经理Customer Account Manager, Commercial Aviation

发展奠定坚实的基础。他们以高度的责任心默默奉献，以豁达积极

的心态微笑着在幕后享受着前台的鲜花和掌声 !”

当然，这些年在生活上也有遗憾。长期与家人两地分居，少有时间

陪伴妻儿，多少有些遗憾。但为自己的理想和家人而努力，这样的

人生，即使有缺憾也不失完美。”

许世新 Mike Xu商用飞机客户支援总监Director, Field and Engineering Services & Support,Commercial Aviation

20

2009 年加入巴航工业，先后派驻于天津、石家庄等基地为客户提

供驻场支援服务。

Since joining in Embraer in 2009, Yang Haibo has been working in Tianjin and Shijiazhuang supporting customers in the field.

“When I joined Embraer as an FSR, I thought a technician needed only to focus on his technological capability. In reality, an FSR is more like a communication bridge between the company and its customers. Their words and deeds reflect the corporate image.This can be both stressful and motivating and has also driven me to

improve myself in every possible way. My thanks to the company for providing us with such a great development opportunity!

My only regret over the years has been that I haven’t had much time to be with my family. Fortunately, the company has also taken family members into consideration and made appropriate and considerate arrangements, easing the troubles back home!”

Since 2001 when Wu Jun joined Embraer China, the FSR has been supporting customers in many cities, including Chengdu, Hong Kong, Xi’an, Guangzhou and Tianjin.

“The trust our customers have put in us is the motivation for our hard work. We are pleased and proud to see the rapid expansion of

Embraer’s fleet in China over the years. Now that I have worked for company for more than ten years, I’ve seen the footprint of the company and have worked to improve myself. I would like to thank the company for providing employees with the means to better themselves!”

杨海波 Yang Haibo商用飞机客户支援经理Customer Account Manager, Commercial Aviation

吴军 Wu Jun商用飞机客户支援经理Customer Account Manager, Commercial Aviation

“初期作为驻场支援代表加入公司，本以为作为技术人员仅需要技

术能力即可。但事实上，驻场代表更是公司与客户之间沟通的纽带，

言行举止均代表着公司形象。这既是压力，更是动力，激励自己在

过去几年得到了全面的提高。代表们常开玩笑说自己是‘上得厅堂

下得厨房’。在此，非常感谢公司为员工提供的发展平台！

这些年略感遗憾的是无法时常陪伴家人。曾经以为离开家庭的繁琐

杂事，可以‘天高任鸟飞’。事实上，无论身处何方，心中牵挂的

还是那个家。幸运的是，公司为驻场代表家属们的考虑和相关安排

也十分周全，为大家免除了后顾之忧 !”

2001 年加入巴航工业，先后派驻于成都、香港、西安、广州、天

津等多个城市为客户提供驻场支援服务。

“与客户朝夕相伴 , 客户的信任是我们工作的动力源泉。这几年，

公司在华机队规模迅速扩展，对此，我们倍感欣慰与自豪。加入公

司逾十载，在见证公司每个成长脚印的同时，个人也在不断成长。

很感谢公司为员工提供的发展平台！”

最可爱的人The Forces Behind the Scenes

21

2011 年加入巴航工业，目前于南航广州运营基地为客户提供支援

服务。

“一直非常庆幸能够成为巴航工业的一员。作为驻场代表，不仅要

为客户提供技术支持，更要积极主动与客户沟通，了解客户需求，

解决客户所需。工作初期，这对于性格内向的我是一个不小的挑战。

幸运的是，很多优秀的老代表们给予我鼓励和教导。

因工作需要，无法时常陪伴家人左右，每每想起总有些愧疚。幸运

的是，公司各项针对驻场代表的福利政策为我们消除了后顾之忧，

2008 年加入巴航工业任商用飞机客户支援代表，四年来先后派驻

于郑州、天津及乌鲁木齐基地，为航空公司客户提供驻场技术支援。

2012 年年底，张同黔回到北京，并负责公务机客户支援业务。

“驻场服务代表身兼多职。工作上，每位代表不仅是工程师，更是

协调员和咨询顾问，就与客户飞机运行的相关事宜提供支援和服务。

生活中，因与家人相聚甚少，每个人都在有限的时间中倾力做好丈

夫、父亲和儿子的角色。每位代表都以实际行动履行他们在工作和

生活中所担任的责任和使命。我想，他们确实是最可爱的人！”

Dragon joined in Embraer in 2011 and currently works at Guangzhou providing field support services for China Southern Airlines.

“I always feel lucky as an employee of Embraer. An FSR is far more than just a technician. We need to proactively communicate with customers to understand their needs and solve their problems. At the very beginning, it was a great challenge for me as I was rather shy and not good at communication. I was lucky as I got a lot of help

from veteran FSRs who really taught and encouraged me.

Due to needs of work, I do not have much time for my family. Fortunately, the company has various welfare policies tailor-made for FSRs which enables us to fully dedicate ourselves at work. I would like to take this opportunity to express my gratitude to the company. I wish for the robust development of Embraer China and the improvement of our customer service and support system.”

In his four years with Embraer since 2008, Tony has provided technical support to customers in Zhengzhou, Tianjin and Urumqi. At the end of 2012, Tony moved to Beijing to lead customer service for executive aviation.

“FSRs are quite versatile both at work and in daily life. At work, each representative is an engineer, coordinator and consultant

providing services on any issue concerning the operation of customer aircraft. In life, each of them has been trying his best in his role as husband, father and son. Each representative has been fulfilling his responsibilities and missions at work and in life with actions. I want to say that they are really the most lovable people!”

朱益龙 Dragon Zhu商用飞机客户服务代表Field Service Representative, Commercial Aviation

张同黔 Tony Zhang公务机客户支援经理Customer Account Manager, Executive Aviation

可以全力投入工作。在此，表示感谢！展望未来，祝愿公司在华业

务稳健发展，售后服务体系日趋完善。”

2222

2011 年加入巴航工业，目前任南航新疆基地客户支援代表。

“驻场代表不仅要及时为用户提供技术支援，作为公司与用户之间沟通的桥梁，与飞机运营

的相关事宜，如航材、运控等事务也要协助用户进行协调。尽管有些压力，但在晨曦中看

着 E190 腾飞而起，心中的自豪无法用言语表达。再累，也值得！”

2011 年加入巴航工业，目前长驻天津为客户提供支援。

“巴航工业驻场代表，是一份磨炼人的心性、敦促人去不断学习、不断成长的工作！”

Peter joined Embraer in 2011 and now is providing field service support for China Southern in Xinjiang.

“As an FSR, we not only provide support on technical issues but also help coordinate issues related to air safety and operations control. Though the job has been tough, every time I see an E190 soar into air in the first rays of the morning sun, I feel proud. It’s so worth it!”

Zhong Dan joined Embraer in 2011. Currently, he is based in the city of Tianjin as an FSR for Tianjin Airlines.

“We grow up by learning lessons both at work and in life. As an FSR, we need to constantly improve ourselves and enhance all ourcapabilities.”

朱光宇 Peter Zhu商用飞机客户服务代表Field Service Representative, Commercial Aviation

最可爱的人The Force Behind the Scenes

钟丹 Zhong Dan商用飞机客户服务代表Field Service Representative, Commercial Aviation

2011 年加入巴航工业，先后派驻武汉、广州等地为客户提供驻场支援。

“发挥所长，航空报国，服务社会 ;客户至上，事事细致，慎言笃行 ;此消彼长，未尽仁孝，有愧于心 ;放眼将来，庶竭驽钝，精进持行。”

William joined Embraer in 2011 and has been supporting customers in Wuhan and Guangzhou.

“We serve society and our motherland with our passion and our dedication for the aviation industry. We are committed to being responsible people and to being customer oriented at work. We are dutiful in our daily life. Looking ahead, we will continue to try our best to make improvements and proceed with great determination.”

李茂华 William Li商用飞机客户服务代表Filed Service Representative, Commercial Aviation

逾900架E-喷气系列飞机交付运营，63家航空公司，43个国家。

云端的桥梁

E-喷气系列飞机

巴西航空工业公司E-喷气系列飞机遍布全球43个国家

的63家航空公司。

在中国，其凭借灵活的运营模式助力航空公司不断优化

航线网络、提高航班频率；便捷衔接繁华都市和快速发

展的边疆地区，助力各地经济腾飞。

E-喷气系列飞机，翱翔中国，联结世界。

2323

逾900架E-喷气系列飞机交付运营，63家航空公司，43个国家。

云端的桥梁

E-喷气系列飞机

巴西航空工业公司E-喷气系列飞机遍布全球43个国家

的63家航空公司。

在中国，其凭借灵活的运营模式助力航空公司不断优化

航线网络、提高航班频率；便捷衔接繁华都市和快速发

展的边疆地区，助力各地经济腾飞。

E-喷气系列飞机，翱翔中国，联结世界。

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Embraer Beijing Representative OfficeSuite 1806, Tower 2, China Central Place Office Building, NO.79 Jianguo Road, Chaoyang District, Beijing, 100025, PRC

Tele:86-10-6598 9988Fax: 86-10-6598 9986E-mail:mirage.zhong@bjs.embraer.comwww.embraer.com.cn www.embraercommercialjets.com.cnwww.embraerexecutivejets.com.cn

巴西航空工业公司大中华区驻场客户服务联系方式

驻天津航空有限责任公司

天津基地电话：86-22-5820 8515/6/7

传真：86-22-5820 8516

驻中国南方航空公司

广州基地电话：86-20-3606 7599传真：86-20-3606 7598

乌鲁木齐基地电话：86-991-3807 088传真：86-991-3807 088

驻河北航空有限公司

石家庄基地电话：86-311-8517 7375

Embraer China Customer Support & Services

Field Support for Tianjin Airlines Co., Ltd.Tianjin BaseTel: 86-22-5820 8515/6/7Fax: 86-22-5820 8516

Field Support for China Southern Airlines Co., Ltd. Guangzhou BaseTel: 86-20-3606 7599Fax: 86-20-3606 7598Urumqi BaseTel: 86-991-3807 088Fax: 86-991-3807 088

Field Support for Hebei Airlines Co., LtdShijiazhuang BaseTel: 86-311-8517 7375

巴西航空工业公司北京代表处

中国北京市朝阳区建国路79号华贸中心2号楼1806室邮政编码：100025电话：86-10-6598 9988传真：86-10-6598 9986E-mail：mirage.zhong@bjs.embraer.comwww.embraer.com.cnwww.embraercommercialjets.com.cnwww.embraerexecutivejets.com.cn