MONTRÉAL, QUÉBEC - (Marketwire - 25 mars 2011) - Aujourd'hui, Bombardier a relevé la barre en matière d'excellence du service à la clientèle avec l'introduction d'une garantie de satisfaction révolutionnaire pour les pièces destinées aux clients de l'aviation d'affaires. Cette garantie établit des standards de haut niveau pour les performances de Bombardier concernant les pièces, et augmente sa responsabilité financière en supprimant les frais d'expédition, de main d'oeuvre et de réapprovisionnement, le cas échéant. En outre, Bombardier fait également des progrès considérables en réduisant l'incidence des pièces sans défaut (NFF) actuellement en circulation. Bombardier est le premier fabricant d'avions d'affaires à annoncer publiquement des garanties sur ses pièces et des objectifs NFF pour ses clients.
"Parts performance is a top priority for Bombardier, and our Parts Satisfaction Guarantee reflects our determination to put our customers first and to become the world's number one aviation services company," said Andy Nureddin, Vice President, Customer Services and Support, Bombardier Business Aircraft.
Bombardier's Parts Satisfaction Guarantee(i) takes effect immediately and comprises the following:Unused Aircraft-on-Ground (AOG) Parts Guarantee: Bombardier will eliminate restocking fees on the return of any parts ordered for an AOG situation and confirmed unused. Recommended Parts Guarantee: Should a part replacement recommended by Bombardier not fix a fault and be deemed unnecessary, Bombardier will absorb shipping charges for the unused part, as well as labour costs associated with its installation and removal. Defective on Arrival (DOA) Guarantee: Bombardier will cover shipping and labour charges incurred for a replacement unit if the original part was not functional or was received damaged.
Reduction in incidence of No Fault Found (NFF) components
Bombardier has also committed to reducing the incidence of the top 10 NFF components on its business aircraft models to less than 25 per cent by the end of the year.
"Even though NFF and DOA components are an industry-wide issue, we believe that firm action is needed to deal with this key customer irritant," said James Hoblyn, President, Customer Services & Specialized and Amphibious Aircraft, Bombardier Aerospace. "With this unprecedented commitment, we expect to dramatically reduce the number of NFF and DOA parts in circulation, while addressing suspect and rogue units, once and for all."
Going forward, Bombardier will aggressively track suspect and rogue units at the serial number level and continue to work closely with suppliers to ensure that new performance targets are met.
A dedicated component reliability team, headed by Robert Jacques, Director, Component Reliability, has been tasked with meeting this aggressive target. To date, the team has implemented rigorous processes to troubleshoot suspect or rogue parts, remove them from Bombardier inventory, determine root causes, institute corrective action and ensure proactive follow up.
A world-leading manufacturer of innovative transportation solutions, from commercial aircraft and business jets to rail transportation equipment, systems and services, Bombardier Inc. is a global corporation headquartered in Canada. Its revenues for the fiscal year ended Jan. 31, 2010, were $19.4 billion US, and its shares are traded on the Toronto Stock Exchange (BBD). Bombardier is listed as an index component to the Dow Jones Sustainability World and North America indexes. News and information are available at www.bombardier.com.(i) Certain conditions apply
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