Here we are at the end of what has been an extremely challenging year for everyone across the globe. As we prepare for what appears to be shaping up as another difficult year, for aerospace, our Customer and Product Support team remains focused on improving the quality of service and responsiveness we deliver to our customers.
We saw this in a number of ways but particularly with our technical operations center, field service, entry into service support, customer support operations and our web portal enhancements.
Here’s a few of the improvements we’ve made this year:
· Online technical troubleshooting self-service feature
· Centralized 24x7 Customer Support Operation in Phoenix
· Enhanced customer training with Simfinity simulator / cockpit training
· Portal enhancements: online ordering functionality, online product and services catalogs, customer-specific pricing, order status, parts availability, request for quotes, and enhanced search capability
In 2010, our plan is to build on our successes from prior years, and I’m confident these results will continue to differentiate Honeywell Aerospace as the most responsive and capable support organization in our industry.
Our 2010 objectives have already been put in place and most of them mirror the objectives we created in 2009 and before. As we've said before - the secret of success is in our constancy to purpose so here they are:
- Continuing to develop best in class service and support as measured by our
customers
· Drive On-Time To Request (OTTR) performance for best in class service·
- Ensure successful Entry Into Service for all new platforms, products and
Retrofit, Mods and Upgrades (RMUs)
- Focus on MyAerospace content, ATLAS functionality and customer data to enable self service
· Facilitate Strategic Business Unit Growth
I look forward to sharing our progress towards these objectives with you throughout the coming year.
Happy Holidays!
Adrian
