Aircraft Maintenance Technology

APR-MAY 2018

The aircraft maintenance professional's source for technological advancements, maintenance alerts, news, articles, events, and careers

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BUSINESS AVIATION as we strive for efficiencies in a world with an ever-increasing population." The feedstock for robotics is data — lots and lots of data. Gulfstream's Zimmerman says, "One change well underway is the increased use of augmented and virtual reality systems in maintenance organizations, including ours … Another is figuring out the best way to utilize and share the value from the huge amount of data generated by new aircraft technologies." KEEPING THE CUSTOMER SATISFIED The importance of alliances only works insofar as it serves the end user — the business aircraft owners and operators. The sine qua non of business aircraft MRO continues to be customer service. Those who confuse pure size as a substitute for intensive, customer-centric service do so at their peril. "Over the past few years, we have expanded across our entire network to move closer to our customers around the world," says Bombardier's Gallagher. "We have added a dozen mobile response team vehicles worldwide, six more line maintenance stations in Europe, and new service centers and capabilities in North America, Europe, and Asia. We expanded our Biggin Hill Service Center with an additional hangar less than a year since its inauguration; we opened our Tianjin Service Center and received numerous certifications; and we expanded our Tucson Service Center's interior capabilities with a brand new paint shop and new tooling." Investment in the MRO product is critical. Consider what Gulfstream is doing. "In October 2017, we announced that we would construct a nearly 70,000-square-foot/6,503-square-meter service center in Van Nuys, CA," says the airframer's Zimmerman. "In February 2018, we announced that we would build a nearly 180,000-square foot/16,723-square-meter service center at our maintenance and completions site in Appleton, WI." Operations at both new facilities are expected to begin in 2019. Although global reach is requisite, customer service is especially important for players such as Oriens Maintenance Services, whose core business is the care and feeding of the Pilatus PC-12. "We've found that our … customers have varying requirements," says the MRO's Plumpton. "We're learning this and developing processes that allow us to cater to each customer in a unique way." Perhaps the biggest challenge maintenance, repair, and overhaul faces today is precisely that: catering to customers in a unique way, while ever extending its global reach at the same time. Early evidence is the two are not mutually exclusive. ORIENSAVIATION ORIENS AVIATION BOMBARDIER FACILITY in Biggin Hill near London, England. BOMBARDIER 30 APRIL/MAY 2018 AIRCRAFT MAINTENANCE TECHNOLOGY

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