Wings Magazine

Pratt & Whitney Canada Brings Service Excellence to the Next Level


Pratt & Whitney Canada brings service excellence
to the next level

Pratt & Whitney Canada is integrating its customer service and support centre groups into a new Customer Service organization to further increase customer focus and value.

October 6, 2008  By Administrator

Pratt & Whitney Canada is integrating
its customer service and support centre groups into a new Customer Service
organization to further increase customer focus and value.

Pratt & Whitney
Canada is a United Technologies company.
"Bringing our aftermarket resources together into one single team is part of
our strategy to bring our services to the next level and keep our customers
flying with the very best support and service network in the industry," said
John Saabas, executive vice president, P&WC.
P&WC’s new Customer Service organization is aimed at delivering on a number
of key benefits including:

  •  A simplified customer experience and point of contact with P&WC
    through new web tools and a Customer Program hub integrating P&WC resources
  • Faster response to customers through increased availability of new,
    used and exchange parts, accessories, and rental engines around the world
  • A significant reduction in the turn-around time (TAT) of engine shop
    "Product performance, speed and simplicity are top values for our
    customers," said Maria Della Posta, who has been appointed vice president of
    the new Customer Service organization.

"The Customer Service organization is
designed to deliver on these values by ensuring we are fully aligned with
our customers’ needs and deliver a remarkable experience each time they do
business with us and our network of service facilities. Our goal is to
continue providing unmatched quality, responsiveness and consistency across
all our services."

Over the coming months, P&WC will pursue the restructuring and integration
of its service and support groups to create more synergy with its customer
base and to offer a simplified experience. It builds on several initiatives
taken over the past year to improve responsiveness and delivery times. These
include the establishment of a Customer First Centre – an enhanced and
world-class frontline service – which brings together the best expertise
from across key support areas to resolve customer issues promptly and
minimize aircraft return-to-service times.


For instance, the centre has
contributed to a 50 per cent improvement in return-to-service performance
after its first year of operation.
P&WC’s global support to customers comprises over 30 P&WC-owned and
designated service facilities, field representatives worldwide, mobile
repair teams available around the clock, the largest pool of P&WC rental and
exchange engines in the industry, and advanced diagnostic capabilities.
P&WC’s commitment to a stronger customer focus and operational excellence is
backed by over one-half billion hours of in-service experience, industry
benchmark reliability/dispatch availability.

In the last 12 months, P&WC has opened three new parts distribution centres
(PDCs) in Amsterdam, Singapore and Australia, and plans to open an
additional one in Brazil by next year to increase its global footprint and
provide rapid parts deliveries to customers around the world.
In addition, the company has expanded its global network of mobile repair
teams (MRTs) to provide faster support to its engine customers wherever they
are located.

It is also increasing its advanced diagnostics and engine trend
monitoring capability to offer customers earlier analysis and better
planning of their maintenance needs and costs.
Pratt & Whitney Canada, based in Longueuil, Quebec, is a world leader in the
design, manufacture and service of aircraft engines powering business,
general aviation and regional aircraft, and helicopters. The company also
offers auxiliary power units and industrial gas turbines. United
Technologies, based in Hartford, Conn., USA, is a diversified company
providing high technology products and services to the global aerospace and
building industries.


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