Airbus Launches MRO Network

Evolving market conditions have led Airbus to launch an MRO (maintenance, repair, and overhaul) service provider network. During a press briefing at the manufacturer's Toulouse headquarters in March, the customer service team announced the first 11 members of the network. The goal of the new organization is for network members to strengthen their relationship with Airbus. The latter will get increased access to operational data, and customers asking for Airbus's maintenance offerings will get an answer from network members. Airbus insists, however, that it will provide the same level of support to a member or a non-member provider, if chosen by a customer airline.

Previously, Airbus had no framework for a relationship with MRO providers. "Yet, we sometimes had to deal with them," said Patrick Gavin, Airbus executive vice president for customer services. When customers were not happy with a provider, they sometimes asked Airbus to get involved. More important, operational data is increasingly found at MRO providers. This is due to the growing number or airlines outsourcing MRO work. This phenomenon has reached a non-return point, Gavin stressed. And these data are seen as critical to monitor aircraft in-service life; they help Airbus improve its products. "But we could not just come and ask MRO providers to give us their data," Gavin said.

Experience ranks high among the criteria an operator must meet to join the network. Experience in maintaining a fleet of different Airbus aircraft must be proven. The operator's record must also include areas like engines, auxiliary power units, and logistics. "We also request capability for spares pooling," added Wolfgang Kortas, senior director for MRO support management.

However, an MRO provider does not have to develop a capability it would have not developed otherwise. Another clarification was that every MRO provider is supported. "Once a customer has chosen a provider [whether it is a network member or not], we support the provider because we support the end user," Gavin insisted. There is no membership fee.

So what is the point in choosing an Airbus network member? "The customer knows we have been working with the member MRO provider for some time; we know them, we may have already together solved problems or improved situations," Gavin told Aviation Maintenance. To the contrary, if Airbus does not know a provider, solving a problem may take longer.

The network starts with 11 members. The target size is between 25 and 35 members, which should be reached by mid-2006. The number of network MRO providers in each world region is supposed to be sized to the needs of the airlines based there and in ratio to the Airbus fleet size.

Some major European MRO service providers are not on the Airbus list, such as Lufthansa Technik. Air France Industries joined in mid-April, and others are considering joining Airbus's network. "Some more discussions are needed," said a Lufthansa Technik spokesman during the company's annual press conference.

A pilot phase has been run since late 2003. It showed that a toolset for supply and feedback of performance data was necessary. An agreement was found on the way MRO customer satisfaction would be measured. A method to accompany an improvement plan was worked out. Finally, a mechanism to consult MRO providers on maintenance services for Airbus aircraft was set up to support sales campaigns.

For the MRO provider, being part of a network allows maintenance performance data benchmarking. "Thanks to feedback from all MRO providers, each of them can position itself," Kortas said. Airbus plans to survey customers about MRO performance every six months. Ratings will be released to the provider. A provider can compare its ratings against the average and against the best performer (which name, however, remains anonymous). Below 80 percent satisfaction, a network member has to launch an improvement action plan.

Another benefit is the opportunity for contracting Airbus maintenance and modification work. "Airbus will outsource maintenance activity to members as a priority," Kortas pointed out. Last, but not least, the network catalogue is a promotion of the MRO providers' capabilities by the manufacturer. It was to be online early in April.

Airbus's main benefit is renewed access to operational data. Hence "a greater understanding of maintenance cost drivers," the manufacturer's executives promised. These data include manhours (routine and non-routine) and material costs.

The MRO services network will not be a profit center, Gavin clarified. "We make no difference between support and service," he added. Having the network established and running is a way to make Airbus aircraft more attractive. -- By Thierry Dubois

Midcoast Takes PAMA Olympics Gold

The Midcoast Aviation "Arch Rivals" team took first place in the 2005 Professional Aviation Maintenance Association Olympics competition at the PAMA Annual Symposium in Las Vegas March 7-10. This is the Midcoast team's second year in a row bringing home the handsome PAMA Olympics trophy.

Midcoast Aviation fielded an entirely new team this year, headed by coach Vinnie Venditto, the company's avionics project administrator. Team members included Tim Kennon, lead avionics inspector, Bill Fields, crew chief, and Brian Bauwens, also a crew chief. The Midcoast team also won the 2005 Appearance Award.

The Bombardier "Hot Wrenches" took home the silver medal, and first-time competitor Southwest Airlines earned the bronze award. This was Southwest's first PAMA Olympics. The airline used to hold internal technical competitions, but hasn't for the past few years.

JetBlue Airways also sent a team, bringing to two the number of new airline teams competing in the PAMA Olympics.

Midcoast Aviation's Tim Kennon also won the individual competition and was named 2005 TechnAthlete of the Year, plus he won the FlightSafety International Troubleshooting award. Bombardier teammember Michael Zina took second place in the TechnAthlete competion, and Tom McGinnis of Federal Mogul won third.

The Aircraft Technical Pub-lishers Data Researcher of the Year was Terry Michmerhuizen of Duncan Aviation.

PAMA is holding its second regional Olympics competition May 19-20 at the Westchester Aviation Career Fair in White Plains, New York. For more information, see www.pama.org.