Creation of single aftermarket group should make life easier for customers
The first phase of simplification of Honeywell Aerospace’s customer and product support service has been completed as part of a company-wide shake-up orchestrated by new president Rob Gillette.
The dramatic changes in Honeywell’s aftermarket organisation follow the reshaping of the company’s aerospace businesses into three “customer-facing” sectors – air transport and regional; business and general aviation; and defence and space.
Under the revamp, the sectors provide equipment and services to their specific market segments. They replace the product-based Aircraft Landing Systems, Aviation Electronics Services and Engines, Systems and Services business units.
Customer and product support vice-president Adrian Paull says the single aftermarket group now spans all three main businesses and is intended to make it easier for customers to obtain support. “Traditionally our industry is based on engineering and innovation, and this service thing is not in our DNA, so we see this as an opportunity for everyone,” he says.
“For instance, under the old system we had one customer with 12 different maintenance support agreements with us for various products. Now we can simplify this down to one.”
The process has seen the company’s original 270-plus telephone contact numbers for customer support reduced to single numbers for US and international customers looking for a “quick-hit” solution, says Paull. Other areas such as the “go-to” website have also been revamped to present a single face to the customer.
Although service revenue from maintenance activity alone adds up to about $2 billion a year, the focus is on “delivering a different level of service” rather than leveraging the simplified support function for increased revenues, says Paull.
GUY NORRIS/LOS ANGELES
Source: Flight International
