CUSTOMER SERVICE UPDATE - Pratt & Whitney Canada
CUSTOMER SERVICE UPDATE - Pratt & Whitney Canada
CUSTOMER SERVICE UPDATE - Pratt & Whitney Canada
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PRATT & <strong>Whitney</strong> CANADA<br />
<strong>CUSTOMER</strong> <strong>SERVICE</strong><br />
<strong>UPDATE</strong><br />
fall 2010<br />
Dear Customer,<br />
“YOUR<br />
FEEDBACK<br />
MATTERS!”<br />
Raffaele Virgili<br />
Vice President, Customer Service<br />
First, thank you for being a loyal customer of <strong>Pratt</strong> & <strong>Whitney</strong><br />
<strong>Canada</strong>. We have been building engines for roughly 50 years.<br />
We have some 47,000 of our engines still in service used by<br />
more than 9,800 operators in 198 countries. So we know<br />
well the value of providing fast and reliable service to our<br />
customers. The <strong>Pratt</strong> & <strong>Whitney</strong> <strong>Canada</strong> community proudly<br />
exists around the world and we’re pleased that you continue<br />
to be a part of it.<br />
Second, I am writing to you today to enlist your support in<br />
helping guide the development and strategic priorities of<br />
our Customer Service organization. Attached in a separate<br />
link is our annual operator survey which we hope you will<br />
take the time to complete. The results of this survey are an<br />
instructive barometer indicating how well we are meeting<br />
your needs and identifying areas where improvements can<br />
be made.<br />
We highly value the relationship we have with all of our<br />
customers and we conduct this survey every year to give you the<br />
opportunity to help shape our Customer Service organization<br />
and improve the value we can deliver to you. We place great<br />
importance in responding to your feedback.<br />
One thing that you have told us lately is that you want to be<br />
kept up to date on all of our latest initiatives. So in the coming<br />
months you’ll be hearing more from us as we work to keep<br />
you abreast of new initiatives and programs, many of which<br />
customers themselves have helped instigate. For example,<br />
I have recently launched a monthly blog on our customer<br />
portal (eportal.pwc.ca).<br />
In last year’s survey, three messages came through loud and<br />
clear. You want product performance, you want fast and efficient<br />
service when dealing with P&WC and you want simplicity.<br />
In the past year, we have made a number of important strides<br />
in improving our capabilities in these areas, such as:<br />
Product Performance | speed | Simplicity
Product Performance<br />
• Proactively developed specialized maintenance programs for<br />
older engines increasing both their life and reliability.<br />
• Developed best maintenance practices and disseminated<br />
them to customers around the world through a number of<br />
channels including customer webcasts.<br />
• Continued incorporating new design elements into all of our<br />
engines to heighten their overall performance.<br />
speed<br />
• A planned October opening of a new parts distribution centre<br />
in Memphis, Tennessee, that promises rapid overnight<br />
delivery via FedEx – an order placed by 11:00 PM will be<br />
delivered the following morning anywhere in North America.<br />
This augments the global capabilities of our other three<br />
parts distribution centers located in Singapore, Amsterdam<br />
and Sydney, Australia.<br />
• Additional operational improvements made to our Customer<br />
First Centre which operates around the clock and around the<br />
world – the Centre handles approximately 115,000 customer<br />
contacts a year.<br />
• Increased the size of our Mobile Repair Team network to include<br />
more than 200 teams which are strategically located around<br />
the globe to service urgent on-wing maintenance needs.<br />
Simplicity<br />
• Improved the look and architecture of our customer portal.<br />
In Q1 of 2011, new capabilities such as reporting hours<br />
and cycles on line and producing a self-invoice for payment<br />
on our Eagle Service Plan (ESP ® Program) will be added.<br />
• Eliminated ESP ® Program minimum annual operating hour<br />
requirements making it easier to sign up and providing overall<br />
program coverage at a lower cost.<br />
• Extended ESP ® Program FLEX Option for an additional<br />
12 months for all new and in-service engine operators.<br />
• Simplified the terms and conditions of our contracts,<br />
significantly reducing their complexity.<br />
• In Q4, you will be given the ability to manage your warranty<br />
claims on line through our “Quick Claim” process – you will<br />
receive a tracking number which will allow you to trace the<br />
status of your claim on line.<br />
• Developed innovative pricing programs for HSI and OH on<br />
specific PT6A engine models.<br />
Your business is important to us; so is your opinion. We’re<br />
prepared to take whatever steps necessary to demonstrate<br />
just how much we value both. By taking the time to complete<br />
the survey you’ll be helping us to serve you better. And in the<br />
end, I think that’s a goal we all share.<br />
Sincerely,<br />
Raffaele Virgili<br />
Vice President, Customer Service<br />
PT6A CHOICE ESP® Program<br />
A unique engine service plan offering enhanced cost<br />
predictability will soon be available to operators of PT6A<br />
engines in corporate service: the new PT6A CHOICE Eagle<br />
Service TM Plan (ESP ® Program).<br />
This program has been designed for the specific needs of<br />
the PT6A engine operator and the maturity, reliability and<br />
modular design of the PT6A engine. It aligns engine service<br />
plan payments with program benefits received during<br />
the expected term of aircraft ownership. The operator<br />
pays a reduced hourly rate for full program benefits up<br />
to the scheduled overhaul event. At the overhaul event,<br />
the remaining balance of PT6A CHOICE ESP ® Program<br />
payments results in a guaranteed engine overhaul price.<br />
More information on this program will be announced at<br />
the NBAA, October 19 in Atlanta, Georgia.<br />
For more info, please contact<br />
<strong>Pratt</strong> & <strong>Whitney</strong> <strong>Canada</strong> Corp.<br />
P&WC Customer First Centre at 1 800 268-8000 or at 1 450 647-8000<br />
or at (international access code) + 8000 268-8000 or cfirst@pwc.ca<br />
www.pwc.ca