IN THIS ISSUE - Bombardier

MEETING THECHALLENGES OFGROWTHBy the end of 1997,Bombardier RegionalAircraft’s Airline Services groupwill have responsibility for thelife-cycle support of about 700de Havilland Dash 8 and CanadairRegional Jet aircraft. This numberis expected to double by2001, as Bombardier increases itsmarket share, the productsoffered and its number of customers.Combined with this totalis as many as 900 out-of-productionaircraft.“Managing this significantgrowth is and will be a majorchallenge for us,” said Paul H.Francoeur, Vice-president andGeneral Manager, AirlineServices. “To meet thatchallenge, we are moving from areactive to a proactive approachso that we can reasonablyanticipate changes that mightoccur downstream and have theprocesses and support plans inplace to fix them before they cannegatively affect our customers orbecome a fleet-wide problem.”He added, “Today our servicesand how we deliver them are asimportant as aircraft price,performance, financing and allthe other factors underlying thecustomer’s choice of aircraft. Andcustomers have proven they willbuy from the manufacturer whodelivers the best service.”Key players in this approachare the Field ServiceRepresentatives (FSRs) who dealwith Dash 8 and CRJ operatorson a day-to-day basis. While thetraditional role of the FSR willnot change, he or she will now bethe direct link between theoperators and BombardierRegional Aircraft managementthrough Mike McMillan, the newDirector - Field Services. Mr.McMillan’s mandate also coversMaintenance and OperationServices and out-of-productionaircraft.Airline Services has alsostrengthened its focus onensuring that BombardierRegional Aircraft’s contractualsupport commitments areproperly identified and deliveredto the customers on both new andexisting programs. ServiceReadiness, under the directorshipof Pierre Gagnon, has regroupedinto three functions: airlinesupport, Canadair Regional JetSeries 700 Airline Servicesdeliverables and de HavillandDash 8Q Series 400 AirlineServices deliverables.“Our road to success can besummarized in four steps orobjectives,” said Mr. Francoeur.“Every function in AirlineServices will be transformed intoa business unit; we are going toadd techniques and processes thatwill increase our analyticalcapability; we will aggressivelypursue new technology; and, wewill benchmark ourselves againstother service organizations — notjust those in the aircraft industry— and take the best they have tooffer.”DE HAVILLAND DASH 8 FACTS AND FIGURESSALES (NOV 1, 1997) DELIVERED BACKLOG TOTALSeries 100 296 1 297Series 200 52 26 78Series 300 124 7 131Series 400 0 16 16Program total 472 50 522OPERATING FACTS…Dash 8 Fleet StatisticsAverage stage length 161 nm May 1997Average annual utilization 2,373 flight hours December 1996Highest annual utilization 3,042 flight hours December 1996Fleet total time 6,424,949 flight hours July 31 1997Fleet total cycles 7,805,723 flight cycles July 1997Dispatch Reliability Rate 99.1%-October-December 1996Schedule Completion Rate 99.3%-October-December 1996CANADAIR REGIONAL JET FACTS AND FIGURESSALES (NOV 1, 1997) DELIVERED BACKLOG TOTAL193 108 301OPERATING FACTS...Canadair Regional Jet Fleet StatisticsAircraft in service 171 August 31, 1997Average sector distance1.1 hrs.Average annual utilization 2,386 flight hours Annual up to June 1997Average cycles 2,170 flight hours Annual up to June 1997Total fleet hours 828,724 flight hours To August 31, 1997Total fleet cycles 801,439 flight cycles To August 31, 1997Dispatch Reliability 99.1% August 1997Schedule Completion Rate 99.5% August 1997Utilization based on schedule dataWe make aircraft. We build business.REGIONAL UPDATE is published byBombardier Regional Aircraft,A Division of Bombardier Inc.Garratt Boulevard, Downsview, Ontario, Canada M3K 1Y5Tel: (416) 375-4027 Fax: (416) 375-4540President, Pierre LortieSenior Vice-president, Sales, John GiraudyVice-president Sales, Asia/Pacific, James DaillyVice-president Sales, International, John HowarthVice-president Sales, The Americas, Ric AllisonVice-president, Marketing and Aircraft Programs, Steve RidolfiCopyright © Bombardier Inc. 1997Printed in CanadaInformation, technical data and performance figures in this publication are subject to change without notice.This publication does not intend to convey any guarantees or warranties. Any guarantees or warranties on any subjectare extended to customers only as may be provided in their purchase agreements.R EGIONAL UPDATE • PAGE 8