zodiac aerospace seat arrangements
TRANSCRIPT
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 1
CUSTOMER SERVICESPRESENTATIONZODIAC SEATS FRANCE
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 2
WORLDWIDE PRESENCE
SUPPORT CENTERS ORGANIZATION
INDEX
Summary
REFERENCE
PROCEDURE & CONTACTS
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On April, 9th 2013, during the Hamburg Air Show, Zodiac Seats France received an Airbus Supplier Rating Award which expresses Airbus and worldwide customers recognition.
Zodiac Seats France was awarded for the most improved BFE customer support performance.Indeed, our score has increased by 5,31 satisfaction points from 2012 (already +3,52pts in 2011) and wehave gained 4 places in the cabin ranking.
This is an excellent return of investment rewarding the new Zodiac Seats France customer servicesorganization and teams involvement.
25 BFE cabin suppliers were assessed on three criteria
Providing continuously reliable equipment and theassociated technical support,
Effectiveness of operation services, benchmarked againstthe industry-leading Airbus supplier support standards,
Customer feedback concerning cost of ownership.
Reference Airbus recognizes Zodiac Seats France
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 4
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2009 2010 2011 2012 2013 2014 2015 2016
PRICINGSPARES FLEXIBILITY
Three key criteria that need to be drastically improved.
Rate of answers equal and above 80
Reference Airbus supplier rating 2012 analysis
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 5
AtlantaZSU
DubaToulouse
Hamburg
IssoudunRoissy
ZET Tunisie
Hong Kong
Beijing
Manille
Production Units
Repair station agreed by Zodiac Seats France and partners
ZODIAC SEATS FRANCE, US & UK Supports Centers
Zodiac Seats Support Center INDIA Project
New Delhi
Sao Paulo
Los Angeles
ZODIAC SEATS FRANCE & US Repair Stations
Cwmbran
ZSS
ZODIAC Seats in-service Fleet = 760 000 pax
Gainsville
In the world
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 6
ZODIAC Services
PARTNERSSupport Centers
V. DUCAMINHead of Customer Services
Support Centers& Fleet Managers
Support_am
Support_en
Support_as/es
Support_fe/ me/ au
Support_fr
F. BERLAND
C. CATASSO
E. FIGAROL
K. ABDENNADHER
T. BOURGEOIS
Support_ch / hkS. RUVIRA
Product Support & Projects Manager
G. BARONV. DUCAMIN
Repair & WarrantyManager
F. PORTALIER
Support_br
F. BERLAND
Support & Services Logistic Manager
CoE LegacySpares ASSY
V. DUCAMIN
Customer Support SPARES & Services
Development Manager
V. DUCAMIN
PROCUREMENT F. Farineau
PURCHASING A. El Hachimi
PLANNERS V. Ducamin
TECHNICIANS C. Charbonnier
Zodiac Seats France Customer services
SHIPPING P. Perriot
BACK OFFICE C. Cavasin
STOCK FORECAST C. Cavasin
AOG DESK V. Ducamin FLEET Mgnt Coordination
FRONT OFFICE C. Dion
SERVICES CONTRACT / SALES
Partners / MRO / Lessors
Retrofit PROGRAM Sup
Refurbishment Support
PRODUCT Support
NEW
NEW
Support_JapOpen Position
ENGINEERING Support
NEW
K. ABDENNADHER
Business Development DirectorStrategic Support Contracts
D. PAREDES
Dragonfly Support Chief Manager
Organization chart
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 7
BFE products : All products & services for passenger seats
Your main contact = your Zodiac Seats France Customer SupportRepresentative (cf list p22,23 & 24).
For any inquery, please do not hesitate to directly contact yourdedicated Customer Support Representative at Zodiac SeatsFrance.
SFE products : All products & services for CREW SEATS & ATR
ZODIAC SERVICES is directly supporting you for products &services called SFE seats .
For any information regarding type of PN, please do not hesitate todirectly contact your dedicated Customer Support Representative atZodiac Services.
BFE & SFE products
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 8
BELGIUMFRANCEGUADELOUPE
LUXEMBURGMARTINIQUENETHERLANDS
[email protected] : + 33 2 54 03 95 27
Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTG. BARON
SALES MANAGERSS. MOULIN
J.N. VACHERP. GHASARIAN
SUPPORT CENTER/ FLEET MANAGERTHIBAUT BOURGEOIS
TECHNICAL SUPPORTKERIM YAMOUNISBASTIEN ADAM
CUSTOMER SUPPORT REPRESENTATIVE
SYLVAIN DUBUT
Central Europe
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 9
ALGERIAARMENIABULGARIACANARY ISLANDCORSICACROATIA
MOLDAVAPORTUGALSERBIASPAINTUNISIA
GREECEITALYISRAELLIBYAMALTAMOROCCO
CUSTOMER SUPPORT REPRESENTATIVE
SABINA HARNAGEA
[email protected] : + 33 2 54 03 95 43
Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTG. BARON
SALES MANAGERJ.N. VACHER
P. GHASARIAN
FLEET MANAGERERIC FIGAROL
TECHNICAL SUPPORT
DIDIER BISMUTHGUILLAUME ROUBAUD
South Europe
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SEATSZODIAC SEATS FRANCE - PP5-025 R 130613November 2013 - 10
GREENLANDICELANDIRELANDUNITED KINGDOM
Phone : +33 2 54 03 95 48Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTG. BARON
SALES MANAGERSS. MOULIN
J.N. VACHERP. GHASARIAN
SUPPORT CENTER/ FLEET MANAGERTHIBAUT BOURGEOIS
TECHNICAL SUPPORTKERIM YAMOUNISBASTIEN ADAM
CUSTOMER SUPPORT REPRESENTATIVE
CLAUDIA GRIMM
Western Europe
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AUSTRIACZECH REPUBLICDENMARKESTONIAFINLANDGERMANYHUNGARY
RUSSIASLOVAKIASLOVENIASWEDENSWITZERLANDUKRAINE
KAZAKHSTANLATVIALITHUANIANORWAYPOLANDROMANIA [email protected]
Phone : + 33 2 54 03 95 26Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTG. BARON
SALES MANAGERJ.N. VACHER
P. GHASARIAN
SUPPORT CENTER/ FLEET MANAGERCYRIL CATASSO
TECHNICAL SUPPORTMARCEL KAPPFER
DAVID ARNDTALEXIA FOELSCH
CUSTOMER SUPPORT REPRESENTATIVE
MARIE CLAIRE TALBOT
North East Europe
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AZERBAIJANBAHREINBANGLADESHCYPRUSDJIBOUTIEGYPTETHIOPIAGEORGIAINDIA
SRI LANKASUDANSYRIATURQUEYTURKMENISTANUEAUZBEKISTANYEMEN
IRANJORDAN KENYAKUWAITLEBANONOMANPAKISTANQATARSAUDI ARABIA
[email protected] : + 971 4 2996 620
Fax: + 971 4 2996 619
PRODUCT SUPPORTR. BRUN
SALES MANAGERS
J. FOSSETP. GHASARIAN
KARIM [email protected]
TECHNICAL SUPPORT
MOHAMED CHANDABEJAZ ISMAIL
BILAL AL-AJAMI
CUSTOMER SUPPORT REPRESENTATIVE
FAIZAN ALVI
JONAH PACURSA
SUPPORT CENTER / FLEET MANAGER
Middle East
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CANADA MEXICOGREENLAND USAJAMAICA VENEZUELA
[email protected] : + 33 2 54 03 95 43
Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTM. BRUNET
SALES MANAGERE. HELFER
FLEET MANAGERFRANOIS BERLAND
TECHNICAL SUPPORTGUILLAUME BARON
CUSTOMER SUPPORT REPRESENTATIVE
SABINA HARNAGEA
North America
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ARGENTINABOLIVIABRAZILCHILECOLOMBIAECUADORFALKLANDS
FRENCH GUYANAGUYANAISLANDSPARAGUAYPERUSURINAMEURUGUAY [email protected]
Phone : +33 2 54 03 95 48Fax: + 33 2 54 03 95 08
PRODUCT SUPPORTM. BRUNET
SALES MANAGERE. HELFER
FLEET MANAGERFRANOIS BERLAND
TECHNICAL SUPPORTGUILLAUME BARON
CUSTOMER SUPPORT REPRESENTATIVE
CLAUDIA GRIMM
South America
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ANGOLA LIBYABOTSWANA MADAGASCARBURKINA FASO MAURITIUSCAMEROON NIGERCAPE VERDE SENEGALCONGO KINSHASA SOUTH AFRICAGABON ZAMBIAIVORY COAST ZIMBABWE
CLINE DION
[email protected] : + 33 2 54 03 95 29
Fax: + 33 2 54 03 95 08
SALES MANAGERP. GHASARIAN
FLEET MANAGERERIC FIGAROL
TECHNICAL SUPPORT
DAVID LOZESCHRISTOPHE LAURENT
RODOLPHE MENEGHETTIALEXANDRE MARQUES
PRODUCT SUPPORTR. BRUN
CUSTOMER SUPPORT REPRESENTATIVEFRONT OFFICE MANAGER
West & South Africa
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BRUNEIFIDJI ISLANDSINDONESIAJAPANKOREALAOS
MALAYSIANEW CALEDONIAPHILIPPINESSINGAPORETHAILANDVIETNAM
[email protected]: + 971 4 2996 620
Fax: + 971 4 2996 619
Far East
PRODUCT SUPPORTG. BARON
SALES MANAGERSF. BOUVIERC. ACCOLAS
KARIM [email protected]
TECHNICAL SUPPORT
MOHAMED CHANDABEJAZ ISMAIL
BILAL AL-AJAMI
CUSTOMER SUPPORT REPRESENTATIVE
FAIZAN ALVI
JONAH PACURSA
SUPPORT CENTER / FLEET MANAGER
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CHINATAIWANHONG KONG
[email protected]: +65 6579 2259
Fax: +65 6579 2231
PRODUCT SUPPORTG. BARON
SALES MANAGERS
F. BOUVIERJ.N. VACHER
SUPPORT CENTER/ FLEET MANAGERSTPHANE RUVIRA
TECHNICAL SUPPORTMARTIN XU
China & Hong Kong
CUSTOMER SUPPORT REPRESENTATIVE
JESLIN GOH
ANNA TEO
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[email protected] : + 971 4 2996 620
Fax: + 971 4 2996 619
AUSTRALIANEW ZEALANDTAHITI
Australia
PRODUCT SUPPORTG. BARON
SALES MANAGERSF. BOUVIER
KARIM [email protected]
TECHNICAL SUPPORT
MOHAMED CHANDABEJAZ ISMAIL
BILAL AL-AJAMI
CUSTOMER SUPPORT REPRESENTATIVE
FAIZAN ALVI
JONAH PACURSA
SUPPORT CENTER / FLEET MANAGER
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You are required to transmit the shipping information at time of shipment to :
- To your Customer Account repair Relationship- Upon receipt, "Receiving Acknowledgment" information concerning your shipment will beforwarded to you by LOGAMER.-Parts are transferred from LOGAMER Paris to our Repair Station by our daily ZODIACSEATS FRANCE shuttle (on working days only).
In addition, "shipping information" concerning your delivery will be forwarded to you by LOGAMER.
The procedure for our PART 145-154 Repair Station is to send the parts with anattached Repair Order to our Repair Station via your preferred courrier (Danzas,FedEx, DHL,...).
ZODIAC SEATS FRANCE ZODIAC SEATS FRANCE c/o LOGAMERRepair department Zone dActivit Paris Nord 2Rue Robert Marchal Snior 346 rue de la Belle Etoile36100 ISSOUDUN 95700 ROISSY CDGFrance France
All questions regarding " ZODIACSEATS FRANCE Commit Date Status"should be addressed as follows :
ZODIAC SEATS FRANCE
Attn : To your Customer Account Repair Relationship
E-mail : [email protected]
And copy :Francis PORTALIERRepair Station Manager
E-mail : [email protected]
Shipping procedure for repair
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Rules:
Any return of parts should be requested within 6 months from date of delivery.Once this leadtime is over, the parts will not be accepted by Zodiac Seats France.
For any RMA request, the followinginformation must be mentioned:
Customer order number
Invoice number
Delivery note number
EASA Form 1A claim sheet, once filled in with customer claim details, must be sent to thededicated customer support representative. If the return of the material is approved,customer will receive a tracking sheet with RMA# and all information needed toprocess with the return of the goods at Zodiac Seats Frances cost.
Copy of all paperworks (Tracking sheet EASA Form1, Delivery Note) must be keptby customers as they need to be enclosed in the returned parcel.
IMPORTANT : If the above mentionned process is not followed, Zodiac SeatsFrance will not satisfy the request.
Return of material process
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Contact usWarranty department
One address for any request: [email protected]
We guarantee to our customer an acknowledgement of receipt within 48 hours. Thetreatment of the request is ensured within one week. In case of parts to be sentback to ZODIAC SEATS FRANCE, please use the following address :
ZODIAC SEATS FRANCE - WARRANTY DEPARTMENTZI La Limoise rue Robert Marechal Senior36100 Issoudun - FRANCE
One AOG communication line
Any request must be sent by e-mail to your usual Customer Support Representativeand always copy:[email protected]@zodiacaerospace.com
Phone : +33 6 70 65 95 97Fax : +33 2 54 03 95 08
A.O.G parts shall be defined by ZODIAC SEATS FRANCE, and shall mean partsdeliverable within 48 hours from receipt of the order (cf GTS).
Product support
Any request concerning CMM, SB or anyissue on product suppport, pleasecontact.
[email protected] [email protected]
For any other information
ZODIAC SEATS FRANCE Rue Robert Marchal Senior - Z.I. La Limoise - 36100 Issoudun - FRANCE
Phone : + 33 2 54 03 39 39
Fax : + 33 2 54 03 39 00
Site : www.sicma.zodiacaerospace.com
E-mail : [email protected]
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[email protected][email protected][email protected][email protected][email protected][email protected]
[email protected][email protected]
[email protected][email protected][email protected][email protected][email protected][email protected]
[email protected][email protected] [email protected][email protected][email protected]
ChinaCongoCroatiaCyprusCzech Republic
Denmark
EgyptEnglandEstonia
EthiopiaFinlandFrance
GabonGeorgiaGermanyGreeceGreenlandGuadeloupe
A
B
C
F
ED
G
IndexAlgeriaAngolaArgentinaArmeniaAustraliaAustriaAzerbaijan
BahreinBelgiumBotsawanaBrazilBruneiBulgariaBurkina FasoBurma
CameroonCanadaCanary IslandCape VerdeChile
[email protected][email protected][email protected]
[email protected] [email protected]
[email protected][email protected][email protected]
[email protected][email protected][email protected]
[email protected][email protected][email protected][email protected]
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Hong KongHungary
IcelandIndiaIndonesiaIranIrelandIslandsIsraelItalyIvory Coast
JamaicaJapanJordan
KenyaKoreaKuwait
LaosLatviaLebanonLibyaLithuaniaLuxembourg
MadagascarMalaysiaMaltaMoroccoMartiniqueMauritiusMexicoMoldavia
NetherlandsNew CaledoniaNew zealandNigerNorway
Oman
HI
J
L
N
M
KO
[email protected][email protected]
[email protected] [email protected]
[email protected][email protected][email protected][email protected][email protected][email protected][email protected]
[email protected][email protected]
[email protected][email protected]
[email protected][email protected]
[email protected][email protected][email protected][email protected]
[email protected][email protected][email protected][email protected][email protected]
[email protected][email protected][email protected]
[email protected][email protected]
[email protected][email protected][email protected]
Index
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PakistanPhilipinesPolandPortugal
Qatar
RoumaniaRussia
Saudi ArabiaSenegalSerbiaSingaporeSlovakiaSloveniaSouth AfricaSpainSri LankaSudanSwedenSwitzerlandSyria
TahitiTaiwanThailandTunisiaTurkeyTurkmenistan
UEAUKUkraineUruguayUSA
VenezuelaVietnam
Yemen
ZambiaZimbabwe
P
Q
T
Y
URS
V
Z
[email protected][email protected][email protected][email protected]
[email protected][email protected]
[email protected][email protected][email protected][email protected][email protected][email protected][email protected][email protected]
[email protected][email protected][email protected][email protected]
[email protected][email protected][email protected][email protected]
[email protected][email protected]
[email protected] [email protected][email protected][email protected]
[email protected][email protected]
[email protected][email protected]
Index
Diapositive numro 1Diapositive numro 2Diapositive numro 3Diapositive numro 4Diapositive numro 5Diapositive numro 6Diapositive numro 7Diapositive numro 8Diapositive numro 9Diapositive numro 10Diapositive numro 11Diapositive numro 12Diapositive numro 13Diapositive numro 14Diapositive numro 15Diapositive numro 16Diapositive numro 17Diapositive numro 18Diapositive numro 19Diapositive numro 20Diapositive numro 21Diapositive numro 22Diapositive numro 23Diapositive numro 24