supporting airlines in latin america and caribbean...

Presented by Felipe LAGOS Customer Support Director

Airbus

Supporting Airlines in Latin America and Caribbean Region

Business Update

© AIRBUS S.A.S. All rights reserved. Confidential and proprietary document.

Airbus is the leading commercial aircraft

manufacturer, offering the most modern family of airliners on the market

Airbus Defence and Space is the European

leader in space programmes and state-of-the-art solutions for armed forces and civil

security

Airbus Helicopters, the top civil-sector helicopter manufacturer, offers the world largest civil and

military helicopter range

Airbus Group is a European flagship which unites the capabilities of three market leaders: We make things fly

138,000+ Total workforce

€857.5billion Order book

€60.7billion Annual revenue

We are part of Airbus Group

Data to end 2014


Airbus is a global aircraft manufacturer

Passion - Our global workforce is united by a passion for aviation and restless desire to create better ways to fly

55,000 Employees

€42billion Annual revenue*

10yrs Backlog

400 Operators

Data to end 2014


AIRBUS: 2015 Business Performance

Today

Presence - An Airbus takes off or lands every

2 seconds

16,100+ Aircraft sold

60 Produced monthly

25,000+ Daily flights

9,300+ Delivered


Latin America and Caribbean Region at a glance

46 countries & territories

>600 million inhabitants

Source: Airbus GMF

Latin American and Caribbean airlines will enjoy the third highest traffic growth worldwide (2015-2032)

80% of urban

population


Latin America and Caribbean Region Evolution Aircraft in operation have increased by 63% 4.5x increase in the backlog

AIRLINES

AIRCRAFT IN OPERATION

AGE FLEET (years)

BACKLOG (direct buy)

100

800

16

150

80

1300

9.7

680

2000 Today

Source: Airbus Market Forecast, Ascend, IATA

+


2011 – 2015 orders for Airbus in Latin America and Caribbean Region

7 A330 Family

40 A320neo 40 A320neo 12 A320ceo

6 A330-200F

44 A320 Family (including 30 A320neo)

151 A320 Family (including 133 A320neo)

(including 48 A320neo) 4 A330-200

20 A320ceo

67 A320 Family 35 A320neo Family

Airbus orders

426 orders in Latin America since 2011


is well positioned in Latin America and Caribbean Region

Brasil 6

550

40

13

Airbus Fleet 28 operators with

609 aircraft in-service

A300

A320Fam

A330

A340

Source: 30 November 2015


Airbus’s backlog in Latin America and Caribbean

158

115

35 40 50 40 5 2

33 21

6

Avianca LATAM Azul Volaris VivaAerobus Interjet AviancaBrazil

AerolineasArgentinas

Via Lessors

From Airbus

Brasil

New aircraft to be delivered

Airbus aircraft backlog

More than 500 new aircraft to be delivered

Supporting your Operations


Key activities 3 operating units of expertise aligned with airlines process

3 operating units for transversal activities

Engineering & Maintenance

Flight Operations

Customer Support

Programmes

Services by Airbus

Innovation, Digital, Transformation and Competences


AirbusWorld

Key benefits + On-line access + Intuitive interface + Innovative & customized to airlines needs

+ Reliable with 24/7 service availability and Help Desk support

+ Secured via login/password identification + Easy way to administrate your own users

Unique access to all Airbus on-line data and services

On-line business communities aligned with airlines’ processes: Operate, maintain and upgrade your aircraft, manage the aircraft supply chain, train your staff.


Engineering & Maintenance

+ Engineering Support + Maintenance Programmes & Services + Technical Data + Aircraft Embodiment Operations

Mission: Contribute to safe, reliable and economical operations of Airbus aircraft


AIRTAC

Airbus Technical AOG Centre providing high quality support 24/7

Worldwide technical support for AOG & work stoppages

Key benefits + Team with direct airline background and deep experience in providing

technical support to airlines + Unique understanding of the airlines’ concerns and constraints, total

dedication in minimizing aircraft downtime


TechRequest

Pre-defined forms

Request routing & assignment

Acknowledgement

Dashboards

Notifications

The Airbus web-based collaborative solution to manage technical queries !


Technical Data and Operational Manuals

Appropriate, accessible and accurate manuals and Tech Data

Key benefits + One advanced tool to look up all technical data + One Technical Data vision consistent across all fleets + 100% digital + More and more interactive with other Airbus software applications

+ All manuals and technical data to safely operate Airbus aircraft

+ Available on-ground, on-line and on-board

+ Compliant with International Civil Aviation standards

+ Flexible revision service


In case of the unexpected…..

Turnkey services for complex repairs and embodiment solutions

Key benefits + Accelerate aircraft availability + Airbus expertise and facilities with dedicated and experienced teams + Pre-defined and cost-effective repair solutions + Proven and robust part 145 – qualified process

+ Deliver, Repair and embodiment services on time, at cost and at appropriate quality level, including CAMO maintenance tasks


Flight Operations

+ Customer Support + Operational Documentation + Flight Operations Policy + Flight Training material

Provide Airlines’ Flight Operations and Flight Training organizations with the necessary data and means to train and to operate all Airbus aircraft safely and efficiently


Flight Operations Customer relationship

Digital communication Daily answers to queries WISE Knowledge Base Web Conferences AirbusWorld

Keeping a close communication with our customers

Events Flight Ops & Training Symposium Flight Ops Engineering & Doc regional

seminars Flight Ops & Training regional seminars Flight Operations Safety Assessment

Seminars (FOSAS)

Direct contacts Operation Liaison Visits (OLV) Regional proximity support


Programmes

+ Programme management of Customer Services activities

+ Supplier Support Management & Operations


Programmes Missions

+ Monitor fleet performance and customize

recommendations + Organize technical symposiums and coordinate Forum

with Airlines for Interactive Resolution (FAIR)

+ Supplier Management for Customer Services including performance measurement & improvement.

Programme management of Customer Services activities

+ Coordinate, establish and implement Entry into Service plans

+ Be actively part of Supplier selection and contracting process

In-development programmes In-service programmes


Supplier Support Management

Set support standards with suppliers

Supplier Support Conditions Input to supplier selection BFE & engine industry standards

Measure supplier in-service performance

Annual Supplier Support Rating Collaborative platform and performance dashboard

Improve supplier performance

Improvement plans on AirbusWorld Support Process Capability Assessment

Resolve customer requests for supplier support

A worldwide team to escalate customer issues

Communicate Regional Support Improvement meetings (SIM)

AirbusWorld Trilateral meetings

Airline training


Customer Support

+ Airlines’ primary interface for Customer Support, ensuring the highest level of safety and customer satisfaction.


Customer Support Mission

Customer Support, the voice of the customer in Customer Services, towards innovation, integration and internationalisation + Support aircraft sales, manages customer credit and product warranties, contract administration

Contracts Management

+ Supports aircraft operations from Entry into Service preparation, throughout the whole operational life and ensures the highest level of customer satisfaction

Customer Support

+ On site representatives provide technical assistance and help in solving in-service issues.

Field Service Offices


Field Service Manager

Customer Support Director


+ Provides on-site technical assistance and helps to solve in-service problems

+ Acts as primary communication interface between operators and the Airbus organisation in coordination with the Customer Support Directors and all relevant Customer Services units

+ Establishes and maintains a sound customer relationship


+ Supports aircraft operations from EIS preparation, throughout operational life

+ Coordinates, implements and monitors services customized to meet customer’s specific needs

+ Ensures customer is fully satisfied

Customer Support: Key people interfaces at a glance (1/2)


Customer Support Key people interfaces at a glance (2/2)

Flight Ops Support Director

+ Focal point for the airline Flight Operations & Training Department

+ Acts as direct and personal Flight Ops interface between the airline and Airbus Flight Ops & Training organisation in coordination with the Customer Support Directors and the Field Service Representative.



Flight Ops Support Director


Customer Support for Latin America and Caribbean

Voice of the Customer presentation 2016

Washington

Miami

FIELD SERVICE OFFICES

Mexico El Salvador Colombia Ecuador

Chile Brazil

Argentina

Hamburg Toulouse


+ A complete portfolio of end-to end life cycle solutions

+ Customized packages of Services through bundling

+ Continued adaptation to customers' evolving needs

+ Benefit from the unique expertise from Airbus and its family companies: SATAIR Group, Airbus ProSky…

Services by Airbus

Training Services Upgrade Services Flight Hours and LRU Services Flight Operation Services Engineering & Maintenance Services Material & Supply Chain Services Securing your operations and/or next Entry into Service (EIS)

Entry into Service


Aircraft “Entry into Service” in Latin America and Caribbean Region since year 2000

Brasil A300/A310 A320 Family

(A318, A319, A320, A321) A330

A330 freighter A340

and coming soon….A320NEO

Page 31

A350XWB

A350 XWB Entry into Service (EIS) preparation


A350 EIS Typical Project Breakdown: Airbus Workstreams

Each Work stream co-led by : 1 Airbus Focal Point 1 Airline Focal Point

Breakdown can be adapted to Airline’s organization & needs

Maintenance & Engineering

Flight Operations Support &

Documentation

E-Operations

Training

A350 EIS Preparation Project •Airline EIS Project Leader •Airbus Customer Support Director

Materiel, GSE ,

Tooling & Supplier

Management

On-Site Support

Technical Data


A350 EIS Preparation Project Steering:

Working Groups : As agreed reviews (focal points level) • Establish detailed roadmap, review deliverables progress, produce KPI

(Conferences Calls, WebEx)

Steering Review Meeting : Every 3 to 4 month • Strategic decisions/orientations based on steering outcomes

EIS Readiness Review Meeting : Every 3 to 4 months • Control of EIS preparation plan deployment and progress

Executive Meeting

Combined Meetings


A350XWB EIS preparation project: I-Share tool

How?


Generic Roadmap: Airlines & Airbus Work Streams & Milestones 1/2

EIS Project Management :Airline & Airbus Co-Steering

Material , GSE, Tooling & Supplier Management Work stream

Training Work Stream

Flight Operations Support & Documentation Work Stream

Flight Ops readiness review

Maint. Flight. Cab. Trainings Deliveries

Airline Material Management Strategy

EIS Executive Review Meeting & EIS readiness review meetings EIS

Spares package orders & deliveries.

Recommended spare parts list updates.

EIS

MMEL Delivery

EIS

EIS KOM

Airline Training Equipments Strategy

–24M –21M –18M –15M –06M –12M –09M –03M +03M

EIS

Software and manuals preparation (e-Doc Customization)

Initial Operating Experience


Generic Roadmap: Airlines & Airbus Work Streams & Milestones 2/2

Technical Data Training

E-Operations Work Stream

Maintenance & Engineering Work Stream

E-Ops definition Kick-Off Meeting

E-Ops Preparation E-Ops Deployment & Tests

-Technical Data Reviews -Technical Data Delivery

Technical data Work Stream

Technical Review Meetings

Initial Airline A350 Structure Training

EIS

EIS

EIS

On-Site Support Work Stream EIS On Site Rep. deployments

Cabin & Systems Awareness Sessions

Deliveries

–24M –21M –18M –15M –06M –12M –09M –03M +03M


Aircraft EIS: Key success factors

1

2

3

4

5

SPARES, SPARES, TRAINING, TRAINING

Know your aircraft

Understanding the project complexity

Project management approach: Dedicated Focal Points in Airbus and the airline leading and involving operational teams

YES, WE CAN! Evaluate your “Make or buy” policy: A case-by-case approach

http://people2.airbus.corp/Transversal_pages/Data/About_Airbus/one_online/Pictures/Web/FIRST_A350_XWB_DELIVERY_TO_TAM_p13.jpg


© Airbus S.A.S. All rights reserved. Confidential and proprietary document. This document and all information contained herein is the sole property of AIRBUS. No intellectual property rights are granted by the delivery of this document or the disclosure of its content. This document shall not be reproduced or disclosed to a third party without the express written consent of AIRBUS S.A.S. This document and its content shall not be used for any purpose other than that for which it is supplied. The statements made herein do not constitute an offer. They are based on the mentioned assumptions and are expressed in good faith. Where the supporting grounds for these statements are not shown, AIRBUS S.A.S. will be pleased to explain the basis thereof. AIRBUS, its logo, A300, A310, A318, A319, A320, A321, A330, A340, A350, A380, A400M are registered trademarks.


Understanding complexity: A350XWB EIS preparation project

Customer base

CSD & PMO

Programme Support

S Business Units

Other Stakeholders:

› OEM Suppliers,

› MROs

› Airworthiness

Hamburg Toulouse Washington

Miami

Sao Paulo

Santiago

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