CUSTOMER SERVICE UPDATE - Pratt & Whitney Canada

PRATT & Whitney CANADA
CUSTOMER SERVICE
UPDATE
fall 2010
Dear Customer,
“YOUR
FEEDBACK
MATTERS!”
Raffaele Virgili
Vice President, Customer Service
First, thank you for being a loyal customer of Pratt & Whitney
Canada. We have been building engines for roughly 50 years.
We have some 47,000 of our engines still in service used by
more than 9,800 operators in 198 countries. So we know
well the value of providing fast and reliable service to our
customers. The Pratt & Whitney Canada community proudly
exists around the world and we’re pleased that you continue
to be a part of it.
Second, I am writing to you today to enlist your support in
helping guide the development and strategic priorities of
our Customer Service organization. Attached in a separate
link is our annual operator survey which we hope you will
take the time to complete. The results of this survey are an
instructive barometer indicating how well we are meeting
your needs and identifying areas where improvements can
be made.
We highly value the relationship we have with all of our
customers and we conduct this survey every year to give you the
opportunity to help shape our Customer Service organization
and improve the value we can deliver to you. We place great
importance in responding to your feedback.
One thing that you have told us lately is that you want to be
kept up to date on all of our latest initiatives. So in the coming
months you’ll be hearing more from us as we work to keep
you abreast of new initiatives and programs, many of which
customers themselves have helped instigate. For example,
I have recently launched a monthly blog on our customer
portal (eportal.pwc.ca).
In last year’s survey, three messages came through loud and
clear. You want product performance, you want fast and efficient
service when dealing with P&WC and you want simplicity.
In the past year, we have made a number of important strides
in improving our capabilities in these areas, such as:
Product Performance | speed | Simplicity

Product Performance
• Proactively developed specialized maintenance programs for
older engines increasing both their life and reliability.
• Developed best maintenance practices and disseminated
them to customers around the world through a number of
channels including customer webcasts.
• Continued incorporating new design elements into all of our
engines to heighten their overall performance.
speed
• A planned October opening of a new parts distribution centre
in Memphis, Tennessee, that promises rapid overnight
delivery via FedEx – an order placed by 11:00 PM will be
delivered the following morning anywhere in North America.
This augments the global capabilities of our other three
parts distribution centers located in Singapore, Amsterdam
and Sydney, Australia.
• Additional operational improvements made to our Customer
First Centre which operates around the clock and around the
world – the Centre handles approximately 115,000 customer
contacts a year.
• Increased the size of our Mobile Repair Team network to include
more than 200 teams which are strategically located around
the globe to service urgent on-wing maintenance needs.
Simplicity
• Improved the look and architecture of our customer portal.
In Q1 of 2011, new capabilities such as reporting hours
and cycles on line and producing a self-invoice for payment
on our Eagle Service Plan (ESP ® Program) will be added.
• Eliminated ESP ® Program minimum annual operating hour
requirements making it easier to sign up and providing overall
program coverage at a lower cost.
• Extended ESP ® Program FLEX Option for an additional
12 months for all new and in-service engine operators.
• Simplified the terms and conditions of our contracts,
significantly reducing their complexity.
• In Q4, you will be given the ability to manage your warranty
claims on line through our “Quick Claim” process – you will
receive a tracking number which will allow you to trace the
status of your claim on line.
• Developed innovative pricing programs for HSI and OH on
specific PT6A engine models.
Your business is important to us; so is your opinion. We’re
prepared to take whatever steps necessary to demonstrate
just how much we value both. By taking the time to complete
the survey you’ll be helping us to serve you better. And in the
end, I think that’s a goal we all share.
Sincerely,
Raffaele Virgili
Vice President, Customer Service
PT6A CHOICE ESP® Program
A unique engine service plan offering enhanced cost
predictability will soon be available to operators of PT6A
engines in corporate service: the new PT6A CHOICE Eagle
Service TM Plan (ESP ® Program).
This program has been designed for the specific needs of
the PT6A engine operator and the maturity, reliability and
modular design of the PT6A engine. It aligns engine service
plan payments with program benefits received during
the expected term of aircraft ownership. The operator
pays a reduced hourly rate for full program benefits up
to the scheduled overhaul event. At the overhaul event,
the remaining balance of PT6A CHOICE ESP ® Program
payments results in a guaranteed engine overhaul price.
More information on this program will be announced at
the NBAA, October 19 in Atlanta, Georgia.
For more info, please contact
Pratt & Whitney Canada Corp.
P&WC Customer First Centre at 1 800 268-8000 or at 1 450 647-8000
or at (international access code) + 8000 268-8000 or cfirst@pwc.ca
www.pwc.ca