Rolls-Royce FIRST Network Sees Continued Success

Late last year, Rolls-Royce began the process of launching a new Model 250 customer-service effort called the full-service integrated Rolls-Royce service team or FIRST. The new network comprises Rolls-Royce's three company-owned service centers, 13 independent authorized maintenance centers, four authorized military overhaul facilities, and four authorized repair facilities.

Previously, the network was simply known as the AMC or authorized maintenance center system and it consisted of 27 members. Three former AMCs decided not to continue their relationship with Rolls-Royce.

The reason for the switch to the FIRST network? "Rolls-Royce wanted to improve the customer support experience in the marketplace," said Andrew Maasch, MR&O network executive. "We did a comprehensive evaluation of all potential repair and overhaul partners. And based on earlier discussions with customers, we tried to understand how best they'd like to be supported then set about forming the new full-service integrated Rolls-Royce service team."

What customers said they wanted, according to Maasch, was a close relationship with the service provider but also a lot of flexibility. Customers want to be able to get work done quickly if necessary.

These desires translated into a few different efforts on Rolls-Royce's part. The FIRST network now includes boosting the field support activities, with more personnel located in various regions, plus more rental and exchange engines and components, and development of more repair schemes to lower operating costs.

So far the feedback from customers and the various Rolls-Royce-owned and independent service facilities has been positive, Maasch said. "We will continue to monitor the service provided to the customer to make sure we meet the customer's needs."

The ongoing monitoring takes the form of physical audits of the facilities as well as technical briefings, safety updates, and product support and improvement reviews with FIRST members. Rolls-Royce FIRST members also hold meetings with customers and operators to disseminate safety and new product information. This type of customer interaction is also done by Aviall, which is Rolls-Royce's distributor for Model 250 parts.

The three companies that didn't join the FIRST network either didn't want to be part of the new system or, said Maasch, "they weren't in a position to be nominated and selected for FIRST."

Now that the FIRST network is solidly serving Model 250 customers, Maasch is encouraging members to take the next step, mission management readiness solutions. Under this program, Rolls-Royce FIRST members will work closely with customers to help improve their operations by tracking trends, helping them transition to electronic logbooks and maintenance data, and ordering parts directly from an electronic parts catalog.

"We're reevaluating the way we do business with customers," said Maasch. "We go as far as developing new processes and methods of assisting the operator."

-- By Matt Thurber