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The New Piper Aircraft

The New Piper Aircraft. Presented by: Darren Weiler Real World Case CRM Initiatives At New Piper Aircraft. Introduction. Brief History Competition Summary of Case Case Questions and Answers Conclusion. History. Mr. Piper’s felt everyone should fly First Piper was introduced in 1937.

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The New Piper Aircraft

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  1. The New Piper Aircraft Presented by: Darren Weiler Real World Case CRM Initiatives At New Piper Aircraft

  2. Introduction • Brief History • Competition • Summary of Case • Case Questions and Answers • Conclusion

  3. History • Mr. Piper’s felt everyone should fly • First Piper was introduced in 1937. • This aircraft is familiarly known as the Piper Cub. http://www.newpiper.com/heritage/index.asp

  4. History • 1940’s during WWII the pressure on civilian air manufacturers was so fierce, it pushed the Piper company into modifying the Piper Cub J-3 for military use. • These Planes were known as the L-4’s. 6,000 were built to train pilots for combat. • Four out of five pilots during WWII earned their wings on these aircrafts.

  5. 1950’s First Piper metal frames introduced in 1954. Known as the Apache Also the first twin engine plane and first to be named after American Indians. 1957 piper introduced the PA-25 (spraying). 1960’s The PA-28 Cherokee was certified by FAA in October of 1960. 1965 PA-32 was a stretched version of the PA-28. 1967 Piper introduce the PA-31 Navajo a twin engine aircraft History (Cont.)

  6. 1970’s Introduced in 1979 was the Cheyenne III. Later upgraded to the IIIA. Built for business travelers and was used to train Commercial Airline Pilots. 1980’s In 1983, while many airline businesses were calling it quits, Piper introduced the PA-46 Malibu. This was a more comfortable aircraft with the features of a personal jet at a fraction of the price History (Cont.)

  7. 1990’s The Piper corporation was bought out by the CEO and piper employees. They became The New Piper in 1992. 2000 The New Piper is in manufacturing the Piper Meridian, and the Piper 6X, and 6XT. Each will be equipped with new glass (ghost) gauges. History (Cont.)

  8. Competition • Cirrus • Cessna • Aviat • Gulfstream • Lear • Beech • Diamond Aircraft

  9. Case Summary • With a struggling company, Piper soon turned its focus to Customer Relation Management (CRM). Upon the acquisition of Piper, the new CEO purchased a CRM software from Sieble Systems. These new implementations showed an increase to 243 million dollars in revenue.

  10. Q. Describe the major features of the CRM program. A. Major features are organization, customer service, dealer access, partner access. These features utilize timeliness, security, navigation Customers will be able to access the site for aircraft info, warranty information, and claims. They will also use the site to find dealers for purchasing of aircraft. Dealers will also be able to access customer service features to better help in selling of aircraft. Question & Answer

  11. Q. Why does a company need such a elaborate CRM program? How would you justify it? A. To make for timely information in a fast paced industry. FAA regulation changes Customer Service needs Dealer inquiries Dealer sites for purchase Timely responses. Question 2

  12. Q. How can one system serve both individual customers and business customers, including dealers? A. The program helps by timely answers to problems while keeping information secure. Keeps aircraft info in a database. Information can be seen within a minute. Business customers can view aircrafts and find dealers for orders Dealers will be able to make service requests and answer questions Question 3

  13. Conclusion • Brief History • Competition • Summary of Case • Case Questions and Answers

  14. Thank You

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