B B Welcome - Welcome - You will now need to You will now need to call in to join the call in to join the audio audio ( ( sound sound ) ) portion portion of today’s workshop: of today’s workshop: Call In: Call In: USA Toll-Free USA Toll-Free (888)232-0371 (888)232-0371 Then a voice will Then a voice will prompt you to enter prompt you to enter the code: 329928 the code: 329928 International Toll: International Toll: (805)240-9823 (805)240-9823 Then a voice will ask Then a voice will ask you to enter the code: you to enter the code: 329928 329928 Wednesday, February 17 9am and 6 pm (Central Time) Cessna Customer Services Cessna Parts Distribution Cessna Parts Distribution
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Cessna Parts DistributionCessna Parts Distribution
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Welcome -Welcome -
You will now need to call in You will now need to call in to join the audio to join the audio ((soundsound)) portion of today’s portion of today’s workshop:workshop:
Call In: Call In: USA Toll-FreeUSA Toll-Free (888)232-0371(888)232-0371Then a voice will prompt Then a voice will prompt you to enter the code: you to enter the code: 329928329928
International Toll:International Toll: (805)240-9823(805)240-9823Then a voice will ask you Then a voice will ask you to enter the code: 329928to enter the code: 329928
Wednesday, February 17
9am and 6 pm (Central Time)
Cessna Customer Services
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution 2
CessnaCessnaCustomeCustomerrServicesServices
Cessna Cessna CustomeCustomerrServicesServices
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
Peter WilkinsonPeter WilkinsonPeter WilkinsonPeter WilkinsonVice President, Cessna Parts DistributionVice President, Cessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna 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 facilityIn operation since 1965
One million transactions annually700,000 outbound
300,000 inbound
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
Daily / Weekly / Monthly KPI trackingDuplicate KPI’s established for 300/350/400 for added focus on service levels
Six Sigma MethodologiesContinuous process review and improvement
25 Six Sigma green belts on-site
Quality ManagementISO 9002 Certified
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
SystemsCPDXpress – ERP platform
Industry leading order and warranty processing85% of all orders and warranty claims are received through web based transactions
CSInfoCustomer Relationship Management system that provides tracking and monitoring of specific customer issues
Cessna Parts DistributionCessna Parts Distribution
Steve HowardSteve HowardSteve HowardSteve HowardManager, Field ServiceManager, Field Service
Cessna Customer ServiceCessna Customer Service
Cessna Parts DistributionCessna Parts Distribution
Cessna Customer ServiceCessna Customer Service
Discussion TopicsAuthorized Cessna Service Facilities
Cessna Field Service
Cessna Parts DistributionCessna Parts Distribution
234 Authorized Service Facilities
234 Authorized Service Facilities
Scale Legend
Mile(s)
0 200 400
ILILILILILILILILIL
GAGAGAGAGAGAGAGAGAALALALALALALALALAL
NVNVNVNVNVNVNVNVNV
MTMTMTMTMTMTMTMTMT
MOMOMOMOMOMOMOMOMO
LALALALALALALALALA
WVWVWVWVWVWVWVWVWV
WIWIWIWIWIWIWIWIWI
WAWAWAWAWAWAWAWAWA
UTUTUTUTUTUTUTUTUT
TXTXTXTXTXTXTXTXTX
SDSDSDSDSDSDSDSDSD
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
19 Authorized Service Facilities rated for Structural Composite
Repair
19 Authorized Service Facilities rated for Structural Composite
Repair
Scale Legend
Mile(s)
0 200 400
KYKYKYKYKYKYKYKYKYKSKSKSKSKSKSKSKSKS
ILILILILILILILILIL
IDIDIDIDIDIDIDIDID
IAIAIAIAIAIAIAIAIA
GAGAGAGAGAGAGAGAGA
FLFLFLFLFLFLFLFLFL
COCOCOCOCOCOCOCOCO
ARARARARARARARARAR
ALALALALALALALALAL
NVNVNVNVNVNVNVNVNV
NMNMNMNMNMNMNMNMNM
NHNHNHNHNHNHNHNHNH
NENENENENENENENENE
NDNDNDNDNDNDNDNDND
NCNCNCNCNCNCNCNCNC
MTMTMTMTMTMTMTMTMT
MSMSMSMSMSMSMSMSMS
MOMOMOMOMOMOMOMOMO
MNMNMNMNMNMNMNMNMN
MIMIMIMIMIMIMIMIMI
MEMEMEMEMEMEMEMEME
LALALALALALALALALA
WVWVWVWVWVWVWVWVWV
WIWIWIWIWIWIWIWIWI
WAWAWAWAWAWAWAWAWA
VTVTVTVTVTVTVTVTVT
UTUTUTUTUTUTUTUTUT
TXTXTXTXTXTXTXTXTX
TNTNTNTNTNTNTNTNTN
SDSDSDSDSDSDSDSDSD
SCSCSCSCSCSCSCSCSC
PAPAPAPAPAPAPAPAPA
OKOKOKOKOKOKOKOKOK
OHOHOHOHOHOHOHOHOH
NYNYNYNYNYNYNYNYNY
WYWYWYWYWYWYWYWYWY
Cessna Parts DistributionCessna Parts Distribution
Cessna Customer ServiceCessna Customer Service
You can locate your closest Authorized Service Facility by going to:
www.cessnasupport.com
Cessna Parts DistributionCessna Parts Distribution
Cessna Field ServiceCessna Field Service
13 US and Canadian Field Service Engineers with regional coverage
5 International Field Service Engineers
Cessna Parts DistributionCessna Parts Distribution
Cessna Field ServiceCessna 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.
Cessna Parts DistributionCessna Parts Distribution
SummarySummary
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.
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
Warehouse OperationsWarehouse Operations
Three Operations:CPD2 Warehouse
Aeroquip Hose Shop
Service Bulletin Kit Build
Cessna Parts DistributionCessna Parts Distribution
Warehouse OperationsWarehouse Operations
CPD2 WarehouseProcess 2,000 order lines per day on averageFill 95.7% of orders with on hand stockBar code and RF technology utilizedSame day shipping on all in-stock items
Published Order Entry Cutoff Schedule for all freight methodsExercise 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 inventoryAccomplished by counting 300 parts each day
Cessna Parts DistributionCessna Parts Distribution
Regulatory ComplianceMany regulatory bodies affect our business
FAA/ OSHA/ DOT/ CFR/ BIS/ ISO…
Compliance is critical, but can slow some processesReceiving
Missing Country-of-Origin information will delay receipt of partsAirworthiness documentation must accompany parts
InspectionShelf-life recertification process affects immediate availability of some partsChanging FAA requirements may affects paradigms in the field
ShippingIncomplete or suspect “ship-to” addresses prohibit movement of partsHazardous Materials requirements may dictate freight method
Warehouse OperationsWarehouse Operations
Cessna Parts DistributionCessna Parts Distribution
Warehouse OperationsWarehouse Operations
Aeroquip Hose ShopBuilds all hoses for production and aftermarket (Prop and Jet)
Over 400,000 hoses built in 15 years
Hose cross-reference capabilityResearching current applications on 350/400 aircraft product line.
Many possibilities
Cessna Parts DistributionCessna Parts Distribution
Warehouse OperationsWarehouse Operations
Service Bulletin Kit BuildFunction 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
Cessna Parts DistributionCessna Parts Distribution
Cessna Parts DistributionCessna Parts Distribution
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
WarrantyWarranty
Cessna Parts DistributionCessna Parts Distribution
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
WarrantyWarranty
Cessna Parts DistributionCessna Parts Distribution
Reliability and WarrantyReliability 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
Cessna Parts DistributionCessna Parts Distribution
Reliability and WarrantyReliability and Warranty
“Moving Towards Excellence” Cross functional team manages Customer specific issues and may result in field action
Time StudiesTime studies may be requested if R&I is excessive
Helps Cessna understand the Repair
Cessna Parts DistributionCessna Parts Distribution
Warranty and the Competition
Warranty and the Competition
“Why is Cessna Better than the rest”No smoke & mirrors warranty is Tip to TailSupplier indemnification
Single point of contact through Cessna via authorized Service NetworkCessna will file the claims with the suppliers
Cessna Parts DistributionCessna Parts Distribution
Warranty and the Competition
Warranty and the Competition
Warranty support includesCessna pays claims up frontCessna pays parts, labor and freight for warranty eventsWarranty 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
Cessna Parts DistributionCessna Parts Distribution 50Cessna Parts DistributionCessna Parts Distribution
QuestioQuestionsnsQuestionQuestionss
Cessna Parts DistributionCessna Parts Distribution 51Cessna Parts DistributionCessna Parts Distribution