Here we are at year-end, a good time to assess our efforts to improve our quality of service and customer responsiveness in 2008.
Our Customer Service organization achieved some significant improvements in how we respond to our customers’ needs this year with continued investments in training, our newly opened Technical Operations Center (TOC), knowledge management and virtual network tools, and the customer web portal.
- Our TOC achieved an average Time To Get Fix (TTGF) of less than 24 hours for non-AOG (Aircraft on Ground) and less than 4 hours for AOG
- Our Field Service Engineers have been recognized as Best in Class for Service and Support through industry surveys, net satisfaction scores and customer feedback
- Our portal enhancements include a new home page with improved customer usability plus the addition of more than 41,000 non-published parts to the online products/parts listing, the creation of 10 structured web forms for customer online requests, enhanced online ordering for more than 60 Honeywell Service Centers, and significant improvements in online order status data for more than 70 Honeywell sites.
- The eBusiness team consolidated e-mail and fax capability to increase the visibility of inbound and outbound inquiries
In 2009, our aim is to build on our successes with continued efforts to take our service and support to new levels of customer responsiveness. That includes reinforcing a culture where “every employee cares and is personally accountable to help our customers succeed.”
Our 2009 objectives will focus on:
- Continuing to develop best-in-class service and support as measured by our
customers - Improve On-Time To Request (OTTR) performance for best-in-class service
- Ensure Successful Entry Into Service for all new platforms, products and
Retrofit/Mods/Upgrades (RMUs) - Focus on Automation, Portal Offerings and Self-Service Solutions for our
customers
I look forward to sharing more information on these objectives with you throughout the year.
As always, I encourage your comments and feedback.
Thank you and Happy New Year!
Adrian
