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Wednesday, February 17

Cessna Parts Distribution. Cessna Parts Distribution.

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Wednesday, February 17

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  1. Cessna Parts Distribution Cessna Parts Distribution Welcome -You will now need to call in to join the audio (sound) portion of today’s workshop:Call In: USA Toll-Free(888)232-0371Then a voice will prompt you to enter the code: 329928International Toll:(805)240-9823Then a voice will ask you to enter the code: 329928 Cessna Customer Services B Wednesday, February 17 9am and 6 pm (Central Time) 1

  2. Cessna Parts Distribution Cessna Parts Distribution CessnaCustomerServices Cessna CustomerServices 2

  3. Cessna Parts Distribution Peter Wilkinson Vice President, Cessna Parts Distribution

  4. Cessna Parts Distribution • Provide parts support for over 180,000 single, multi, and turboprop aircraft ranging from the Cessna 120 to the Caravan and Conquest • 100,000 ft2 distribution facility • In operation since 1965 • One million transactions annually • 700,000 outbound • 300,000 inbound

  5. Cessna Parts Distribution • Daily / Weekly / Monthly KPI tracking • Duplicate KPI’s established for 300/350/400 for added focus on service levels • Six Sigma Methodologies • Continuous process review and improvement • 25 Six Sigma green belts on-site • Quality Management • ISO 9002 Certified

  6. Cessna Parts Distribution • Systems • CPDXpress – ERP platform • Industry leading order and warranty processing • 85% of all orders and warranty claims are received through web based transactions • CSInfo • Customer Relationship Management system that provides tracking and monitoring of specific customer issues

  7. Cessna Customer Service Steve Howard Manager, Field Service

  8. Cessna Customer Service • Discussion Topics • Authorized Cessna Service Facilities • Cessna Field Service

  9. 234 Authorized Service Facilities

  10. 73 International Authorized Service Facilities

  11. 19 Authorized Service Facilities rated for Structural Composite Repair

  12. Cessna Customer Service • You can locate your closest Authorized Service Facility by going to: • www.cessnasupport.com

  13. Cessna Field Service • 13 US and Canadian Field Service Engineers with regional coverage • 5 International Field Service Engineers

  14. Cessna Field Service • Field Service Engineers are there to support our Authorized Service Facilities in support of you. • If issues cannot be resolved at the Authorized Service Facility level then your Cessna Field Service Engineer is the one to work with you toward a fair resolution.

  15. Summary • Your Local Authorized Service Facility is there to support all you Cessna needs • If your local Authorized Service Facility cannot help you or you need to talk to someone at Cessna contact your Cessna Field Service Engineer or Customer Care @ 316-517-5800.

  16. CessnaSupport.com Whitney Phipps Manager, Customer Relations

  17. CessnaSupport.com • Customer Access area • Provides technical information • Register at: CessnaSupport.com Select Customer Access

  18. CessnaSupport.com • Home page • Preflight News • Contact Information • Customer Feedback Forms • Customer Account Information

  19. CessnaSupport.com • Model Specific • Maintenance & Pilot Notices • Contact Information • Service Facility Directories • Aircraft Publications

  20. CessnaSupport.com • Aircraft Publications • Revision Status Checklist • Pubs Catalog • Service Bulletins / Service Letters

  21. Sales & Marketing Mike Tharp Sales & Marketing

  22. Sales & Marketing • Sales / Customer Service • First point of contact • Hours • Monday – Friday 6:00 A.M. – 7:00 P.M. • AOG service 24 hours a day, 7 days a week • 14 Domestic & Int’l Customer Service Reps • Responsible for 35 accounts each on average • Handle over 10,000 calls per month

  23. Sales & Marketing • Sales / Customer Service • Technical parts support and order entry • Drawing research and part breakdowns • Marketing • Customer communication • 2 full-time Customer Service Representatives visit North American service stations • Promotional ad development and placement • Direct marketing materials via mail, e-mail, fax, WebEx and web based links on CPDXpress

  24. Sales & Marketing • Marketing • Annual conferences • Cessna Service Stations • McCauley • New product development • Business Opportunity Team • Review new products for distribution • Supplier negotiations

  25. Procurement Jodie Jeck Manager, Procurement

  26. Procurement • Regulatory Administration • Ensure transactions and processes comply with US International Trade Laws • Clear import shipments • Provide information for export shipments • Audit Import / Export transactions

  27. Procurement • Database Administration • New part number set-up • Part number maintenance • Cancel codes • Revisions • Shelf Life • International trade classification

  28. Procurement • Expediting • Cessna manufactured / purchased spare parts for AOG and back ordered requirements • Provides ETA information • Service Bulletins • Set-up, forecast, purchase and expedite parts to meet fleet requirements

  29. Inventory Control Kevin Elliott Manager, Inventory Control

  30. Inventory Control • Forecast and Planning • Service Level • Inventory to Support Customer Requirements • Supply Base

  31. Inventory Control • Fill 95.7% of orders with on hand stock • 91% 300/350/400 • Accuracy of the inventory consistently runs 99% • Maintained via cycle count of inventory • Accomplished by counting 300 parts each day

  32. Inventory Control Service Level

  33. Inventory Control • Inventory • Extensive full-line aftermarket direct supply source • Distribution Agreements • Product Support Agreements

  34. Warehouse Operations Troy DeWald Manager, Warehouse Operations

  35. Warehouse Operations • Three Operations: • CPD2 Warehouse • Aeroquip Hose Shop • Service Bulletin Kit Build

  36. Warehouse Operations • CPD2 Warehouse • Process 2,000 order lines per day on average • Fill 95.7% of orders with on hand stock • Bar code and RF technology utilized • Same day shipping on all in-stock items • Published Order Entry Cutoff Schedule for all freight methods • Exercise contracted rates and service standards for most carriers (i.e.: Latest FedEx pickup outside of Memphis) • Swift Pack, Counter to Counter service • Inventory accuracy consistently runs 99.9% • Maintained via cycle count of inventory • Accomplished by counting 300 parts each day

  37. Warehouse Operations • Regulatory Compliance • Many regulatory bodies affect our business • FAA/ OSHA/ DOT/ CFR/ BIS/ ISO… • Compliance is critical, but can slow some processes • Receiving • Missing Country-of-Origin information will delay receipt of parts • Airworthiness documentation must accompany parts • Inspection • Shelf-life recertification process affects immediate availability of some parts • Changing FAA requirements may affects paradigms in the field • Shipping • Incomplete or suspect “ship-to” addresses prohibit movement of parts • Hazardous Materials requirements may dictate freight method

  38. Warehouse Operations • Aeroquip Hose Shop • Builds all hoses for production and aftermarket (Prop and Jet) • Over 400,000 hoses built in 15 years • Hose cross-reference capability • Researching current applications on 350/400 aircraft product line. • Many possibilities

  39. Warehouse Operations • Service Bulletin Kit Build • Function assumed in June 2009 • Entire build process is now owned by Customer Services • Over 12,000 kits built since June • Supports Prop and Jet requirements Parts available at Cessna=Same-day kit build for AOGs

  40. Warranty Rebecca Williams Manager, Warranty

  41. Warranty • Designed to promote customer satisfaction • Coverage is for any defect in material or workmanship • Authorized Service Facility facilitates claim submittal • Cessna compensates Service Facility to fulfill our warranty obligation

  42. Warranty • Authorized Service Facility ensure the customer has smooth warranty transaction • Claims are adjudicated on average of 2.95 • Warranty is fully transferable • “Cessna is by far the best at quick turn around time with claims. Cessna surpasses the other manufactures by a mile”. –Woodland Aviation, CA

  43. Reliability and Warranty • Review reports for trends and occurrences • Reduce the direct operating cost for in and out of warranty aircraft • Non – Conforming parts are put on “High Watch” for evaluation and resolution • Reliability coordinates product improvements

  44. Reliability and Warranty • “Moving Towards Excellence” • Cross functional team manages Customer specific issues and may result in field action • Time Studies • Time studies may be requested if R&I is excessive • Helps Cessna understand the Repair

  45. Warranty and the Competition • “Why is Cessna Better than the rest” • No smoke & mirrors warranty is Tip to Tail • Supplier indemnification • Single point of contact through Cessna via authorized Service Network • Cessna will file the claims with the suppliers

  46. Warranty and the Competition • Warranty support includes • Cessna pays claims up front • Cessna pays parts, labor and freight for warranty events • Warranty includes Service Bulletin coverage per the applicable credit program • Current production aircraft come with 3 year McCauley Propeller warranty – Conversion kits are available for purchase

  47. Cessna Parts Distribution Cessna Parts Distribution Questions Questions 50

  48. Cessna Parts Distribution Cessna Parts Distribution Thank You For Participating Thank You For Participating 51

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