Falcon Update - Volume 89 - 1st Quarter 2015
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2014 CUSTOMER SERVICE ACHIEVEMENTS see page 5 2015 FALCON REGIONAL SEMINARS see page 3 STRENGTHENING OUR SUPPORT AROUND THE WORLD see page 12 FALCON AIRBORNE SUPPORT Innovative Addition to AOG Response Offerings See page 8
Transcript of Falcon Update - Volume 89 - 1st Quarter 2015
NEWS FROM FALCON CUSTOMER SERVICE
Volume 89 - 1st Quarter 2015
2014 CUSTOMER SERVICE ACHIEVEMENTS see page 5
2015 FALCON REGIONAL SEMINARS see page 3
STRENGTHENING OUR SUPPORT AROUND THE WORLD see page 12
FALCON AIRBORNE SUPPORT Innovative Addition to AOG Response Offerings
See page 8
Falcon Update
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FALCON AIRBORNE SUPPORTVolume 89 1st Quarter 2015
I hope this latest issue of the Falcon Update finds you happy and healthy at the start of a new year.
And what a year it was! From the launch of the new Customer Portal to our aggressive “Right Size Pricing” initiative, 2014 delivered an array of new initiatives testifying to our commitment and dedication to providing a level of customer service that is second to none. Actions (and images) speak louder than words, so turn to page 5 for a photographic sampling of noteworthy customer service achievements which took place in 2014.
There’s no need to worry about slowing down in 2015. Following our announcement at last year’s NBAA, January marked the introduction of our latest service offering: Falcon Airborne Support (see p. 8). Designed to complement our already-expansive list of AOG support services, Falcon Airborne Support adds two Falcon 900s dedicated to delivering parts, technicians – and passengers – when needed.
When it comes to Spares support, there is perhaps no service that exemplifies going “above and beyond” for our customers more than our Hand Carry process. See page 14 for more information about this unique method of expediting parts quickly and efficiently, while building customer relationships at the same time.
This month I’ll be meeting with members of the Operator Advisory Board to discuss what we’ve accomplished in 2014, and what we’ll be aiming for in 2015 (see p. 22). For sure, the introduction of the new Customer Portal in September and the rollout of instructional tutorials for pilots and technicians this month – two initiatives we couldn’t have done without the support and insight of the OAB – are all well and good, but well and good is simply not good enough when it comes to caring for our customers.
Until next time,
Jacques ChauvetSenior Vice President
Worldwide Customer [email protected]
Jacques Chauvet
TABLE OF CONTENTSFEATURES
2014 Customer Service Achievements 5
Falcon Airborne Support 8
DEPARTMENTS
News + Notes 3
Front Line Support 12
Falcon Spares 14
Falcon Smart Programs 16
Service Center Network 18
Training 20
Operator Advisory Board 22
News from Dassault Falcon Customer Service
Dassault Aviation 78 quai Marcel Dassault 92500 Saint-Cloud, France
Dassault Falcon Jet 200 Riser Road Little Ferry, NJ 07643 USA
Falcon Update is published four times a year by Dassault Falcon Customer Service and is distributed worldwide to Falcon owners, operators, authorized service centers, repair agents, training partners, vendors, and suppliers.
Visit our Website at: www.dassaultfalcon.com Publisher: Jacques Chauvet
Submit feedback, story suggestions, and/or requests for previous issues to:
Brad Lapin +1 201-541-4736 [email protected]
Severine Mondy +33 1 47 11 82 32 [email protected]
Rohila Naqvi +1 201-541-4699 [email protected]
COVER: Introducing our latest commitment to providing customers with “above and beyond” service: two Falcon 900s dedicated to rapid AOG support and alternative lift for passengers. Based in Teterboro, New Jersey and Le Bourget, France, these aircraft are a proud addition to Dassault’s ever-expanding portfolio of support services. Details on page 8.
Volume 89 – 1st Quarter
UPDATE: FALCON 8X AND 5X ENGINEERED WITH PASSION AND DRIVEN BY INNOVATION, PRODUCTION OF OUR LATEST HALLMARKS, THE FALCON 5X AND 8X, CONTINUES ONWARD AND UPWARD!
Following its roll out on December 17th of 2014, the Falcon 8X went on to successfully complete its first flight on February 6th. Next, three aircraft will be involved in the flight test and certification campaign with one aircraft fully outfitted with an interior. Wing joining operations have been completed on the second aircraft scheduled to fly in Q2 of this year. Production of subsequent units has also started and is proceeding as planned with deliveries expected end of 2016.
Meanwhile, for the Falcon 5X, the last 12 months have been full of production milestones, including:
• Installation of onboard test equipment• Avionics and flight control testing on the integration test benches• Airframe static and fatigue testing • Power-up of the first aircraft
Now in the ground testing phase, first flight is scheduled in mid-2015 with certification by the end of 2016!
SIGN-UP NOW FOR OUR 2015 M&O'S!
Drawing on the success of our 2014 regional maintenance and operations seminars (which saw a 21% increase in customer attendance vs. 2013), we are pleased to announce M&O dates and locations for 2015:
April 7: Seattle, Washington 9: Chicago, Illinois 15: Shanghai, China 15-16: Paris, France 23: Sao Paulo, Brazil 28: Toluca, Mexico 30: Dallas, Texas May 12: West Palm Beach, Florida 14: Mahwah, New Jersey
As always, each session will be chock full of valuable pilot and maintenance content, with model-specific technical sessions and ample opportunities to network with sponsors, Dassault personnel and fellow Falcon family members! Be on the lookout for your electronic invitation, and email us at [email protected] with any of your M&O questions or topic suggestions.
NEWS + NOTES 3
LEE THOMAS HEADS MAINTENANCE AND TECHNOLOGY COMMITTEE AT NATALee Thomas , Dassault Falcon Jet's Manager, Quality Assurance, has been elected as the new Chairman of the NATA (National Air Transportation Association) Maintenance and Technology committee. The committee works to enhance the regulatory environment for operators by working closely with Congress and the FAA on monitoring and declaration of policy and regulatory procedures.
Founded in 1940, NATA promotes safety and provides information on all issues pertinent to general aviation. Representing over 2,000 companies, NATA is the voice of aviation business, promoting its members’ interests
to regulators, the media, legislators and other decision makers in Washington, D.C.
In his new role, Lee will oversee a committee made up of business jet OEMs, service centers, owners and operators. The committee focuses on issues affecting aircraft maintenance, certification repair stations and aviation technology, with recent activity including Part 145 compliance, DRVSM, national air tour safety standards (NPRM) and recommendations for the NATA annual maintenance award and ELTs. Prior to his appointment to Chairman, Lee represented Dassault Falcon Jet as a dedicated committee member, joining the organization in 2003.
Watch the 8X first flight Video
Falcon Update
NEWS + NOTES4
FALCON 7X MEETS AND EXCEEDS HIGH-ALTITUDE CHALLENGEThe Falcon 7X will be the first large business jet certified to operate at the world’s highest commercial airport - Daocheng Yading in China’s Sichuan province (altitude 14,470 feet). The certification effort was initiated at the request of Chinese customers and is intended to meet demand in Western China for business jets capable of operating at the many high altitude airports in the region.
Testing at Daocheng, which concluded on September 7th, received strong support from both the EASA and China’s CAAC. After an initial landing at Daocheng, the 7X performed engines/APU run up followed by a series of takeoffs and landings including some with simulated engine failure. “The aircraft handled flawlessly in all conditions of flight and the engines, APUs and pressurization systems performed perfectly,” said Jean-Louis Dumas, Dassault Aviation test pilot.
In addition to setting an airport altitude world record for a business jet, the test campaign established several benchmarks for aviation in China: it was the first flight-test campaign undertaken over Chinese territory by a foreign-registered aircraft and it will be the first approval to be issued jointly by the EASA and CAAC. “These performance benchmarks highlight the incomparable operating flexibility of the Falcon 7X,” said Chairman and CEO Eric Trappier. “Together with its great range, speed and operating economy, this helps explain the immense popularity of the 7X in the expanding Chinese market.”
SAFETY AND PROCEDURE INFORMATION FOR OPERATIONS NEAR VOLCANIC ACTIVITYClouds of volcanic ash near active volcanoes are an aviation safety hazard, especially for night flights. Volcanic ash is hard and abrasive, and can quickly cause significant damage to fan and turbo compressor blades, and scratch cockpit windows, impairing visibility. The ash contaminates fuel and water systems, can jam gears, and make engines flame-out. Ash can also contaminate the cabin and damage avionics.
In 1991, the aviation industry decided to set up Volcanic Ash Advisory Centers (VAACs) as liaisons between meteorologists, volcanologists, and the aviation industry. Nine VAAC located around the world are responsible for advising international aviation of the location and movement of clouds of volcanic ash.
Information about the volcanic activity relevant to flight operations can be found here: http://www.metoffice.gov.uk/aviation/vaac/
STAY SAFE WITH FAA’S WINTER OPERATIONS INFORMATIONFAA’s pre-season planning and best practices for winter operation includes reviewing new approaches, and reporting methods to avoid runway incursions and other safety incidents and accidents during winter operations. The Airport Winter and Safety Operations Advisory Circular 150/5200-30 contains guidance on developing plans and procedures for snow and ice control equipment, materials and removal. Visit: http://www.faa.gov/tv/?mediaId=969
Volume 89 – 1st Quarter
2014 CUSTOMER SERVICE ACHIEVEMENTSNew showrooms. New Operational Support Department. New service centers.
While 2014 brought about many new developments, one thing remains very much the same year after year: our commitment to providing an exceptional level of customer support.
January February March April May
2014 Customer Service Achievements FEATURES 5
FALCON 2000S & 2000LXS APPROVED TO LONDON CITY AIRPORTDassault’s Falcon 2000S and 2000LXS twin jets receive approval to operate at one of the world’s most challenging airports, London City, located in the heart of Europe’s financial hub.
OPERATIONAL SUPPORT
DASSAULT AVIATION OPENS FIRST APPROVED TRAINING ORGANIZATION (ATO) FOR TRI/TRE QUALIFICATIONS.
OPERATIONAL SUPPORT
A JET FOR EVERY PLAYWHATEVER YOUR GAME PLAN, THERE’S A FALCON FOR YOU
Get more done. Arrive at the top of your game. Falcon 7X, our flagship 5,950 nm trijet. Our 4,750 nm trijet Falcon 900LX. Our twinjets, the 4,000 nm Falcon 2000LXS and 3,350 nm Falcon 2000S. And the 5,200 nm Falcon 5X, with our most spacious, most comfortable cabin yet.
Get all the stats at falconjet.com
GO TEAM
DASSAULT FALCON PROVIDES COMPREHENSIVE OPERATOR SUPPORT FOR THE SUPER BOWL, WINTER OLYMPICS IN SOCHI AND - LATER IN THE YEAR - THE FIFA WORLD CUP.
CUSTOMER EXPERIENCE
DASSAULT AVIATION IS THE FIRST AND ONLY BUSINESS JET OEM TO OFFER EASA PART 147 PRACTICAL TRAINING.
TRAINING MAINTENANCE
SPARES DEPOT Strategic move of Falcon Spares inventory from Chennai to Mumbai and Shanghai to Beijing.
SPARES
DENMARK'S AIR ALSIE BECOMES THE NEWEST MEMBER OF OUR AUTHORIZED SERVICE CENTER NETWORK.
SERVICE CENTER NETWORK
CUSTOMER EXPERIENCE
M&O FALCON REGIONAL SEMINARS
Volume 89 – 1st Quarter
Falcon Update
FEATURES 2014 Customer Service Achievements6
Falcon Update
May June July August September October
DASSAULT EXPANDS FALCONCARE TO IN-SERVICE AIRCRAFT
• Dassault Falcon is extends its FalconCare guaranteed maintenance cost service to cover in-service and new-build aircraft.
• In-service Falcon customers can enroll in the program at the first C check and utilize it in Dassault Falcon’s company-owned facilities and network of Authorized Service Centers.
FALCON SMART
AMAC TURKEY BECOMES THE LATEST MEMBER OF THE AUTHORIZED SERVICE CENTER NETWORK.
SERVICE CENTER NETWORK
SURVEYS
Our efforts have resulted in a higher rating in the "Cost of Parts" category in the 2014 Pro Pilot and AIN surveys.
SPARES
OPERATIONAL SUPPORT
7X ACCOMPLISHMENTS
The 7X becomes the fastest selling Falcon, featuring short runway capability and becoming the first business jet to operate at the world's highest commercial airport.
CUSTOMER EXPERIENCE
NEW CUSTOMER PORTAL
The Customer Portal is revamped to offer new levels of customization & enhance the user experience.
LAUNCH OF THE FALCON FLIGHT DOC APP
OPERATIONAL SUPPORT
DASSAULT FALCON JET ESTABLISHES NEW PILOT OPERATIONAL SUPPORT TEAM
A group dedicated to supporting Customers in the Western Hemispherehas been positioned at Teterboro Airport (New Jersey, USA) to reinforce the existing Dassault pilot support team in Saint Cloud, France. Both teams are part of the Falcon Operational Support Department (DSOF), which oversees all aspects of flight operations for in-service aircraft, starting from initial delivery.
OPERATIONAL SUPPORT
Volume 89 – 1st Quarter
2014 Customer Service Achievements FEATURES 7
Volume 89 – 1st Quarter
November December 2015
CUSTOMER EXPERIENCE
OPERATOR ADVISORY BOARD
In addition to the annual Worldwide OAB meeting, Dassault conducted three "Working Group" sessions during the year:Maintainability Concepts For Future Falcons, Completions Innovations & Improvements, and EFB Apps & Flight Doc
NEW FALCON SHOWROOMS IN LE BOURGET AND TETERBORO REVOLUTIONIZE THE CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
WORLDWIDE INVENTORYWe've reached more than $770M in spares inventory, located in 13 distribution centers around the world.
SPARES
DASSAULT DELIVERS THE 100TH FALCON EQUIPPED WITH FALCONBROADCAST
FALCON SMART
NBAA CUSTOMER SERVICE BOOTH
CUSTOMER EXPERIENCE
EASY II
EASy II is installed on more than 75% of the EASy-equipped Falcon fleet
FALCON SMART
SPARES
RIGHT SIZE PRICINGOur "Right Size Pricing" program has successfully met our expectations for 2014, with pricing analysis accomplished on 7000+ part numbers.
Falcon Update
Volume 89 – 1st Quarter
FALCON AIRBORNE SUPPORT
Innovative Addition to AOG Response Offerings
What is really important when responding to a critical AOG? To fix the aircraft as quickly as possible,
or to ensure passengers make it to their next destination on time? The answer is simple: both.
Falcon Update
FEATURES Falcon Airborne Support10
At the 2014 National Business Aircraft Association (NBAA) convention in Orlando, Florida, Dassault Falcon introduced a new airborne response service that provides not only delivery of technical teams, tools and spare parts, but also alternative transportation options for passengers during critical AOGs for warrantable events. The service, a major addition to Dassault’s already extensive customer support portfolio, consists of two Falcon 900 aircraft – one based at Teterboro airport in New Jersey and another at Le Bourget, outside Paris. Operations began in Le Bourget this month, with Teterboro to follow suit in June.
The Teterboro-based F900 will serve North America, Central America and parts of South America. The Le Bourget based aircraft serves Europe, Russia, North Africa, the Middle East and India. Each will be able to carry Dassault GoTeams and the necessary parts and tools to put an AOG aircraft back into service.
SOMETHING NEWWhile alternative lift is not a new concept in the industry, the ability to utilize dedicated aircraft for the expediting of parts, technical personnel and customers certainly is. “We already use charter and company aircraft to expedite AOG solutions, but with our new service we are taking Falcon airborne support to the next level,” said Eric Trappier, Dassault Aviation Chairman/CEO. “Our large cabin, long-range Falcon 900s will play an important role in making sure our customers get to their next destination as quickly and efficiently as possible.”
“ WE ALREADY USE CHARTER AND COMPANY AIRCRAFT TO EXPEDITE AOG SOLUTIONS, BUT WITH OUR NEW SERVICE WE ARE TAKING FALCON AIRBORNE SUPPORT TO THE NEXT LEVEL ”
Eric Trappier, Dassault Aviation Chairman/CEO
Volume 89 – 1st Quarter
Falcon Airborne Support FEATURES 11
AN ARROW IN THE QUIVERThe addition of these aircraft into dedicated AOG service support duty will be seamlessly integrated into Dassault’s comprehensive AOG support system, consisting of:
Falcon Technical CenterFeaturing the latest technology and conveniently located in Teterboro, New Jersey; Boise, Idaho; and Saint-Cloud, France, Dassault Technical Centers track Falcon AOG events 24 hours a day, 7 days a week.
GoTeamsOur mobile repair teams, known as GoTeams, consist of highly-trained, travel-ready technicians, strategically located around the world to dispatch at any time to address an AOG incident. Our customized GoTeam vehicles, known as Mobile Response Units (MRUs), are stocked with the tools, equipment and parts to offer service center-level attention wherever you may be.
High Speed Parts DeliveryClose relationships with over 60 countries and our global network of 13 spares depots – stocked with $770 million of inventory – ensure expedited shipments and smooth customs clearance for customers in AOG situations.
Just as each and every Falcon is different, so too is each AOG event, and the tools and resources needed to get an aircraft up and running. With real-time information on hand during an AOG, our command center experts will decide the most appropriate course of action to get the mission done as quickly and efficiently as possible.
FALCON AIRBORNE SUPPORT IN ACTIONThe first use of dedicated AOG aircraft took place on Friday, January 23rd, when our Technical Center received a call from a German customer, reporting an AOG event.
Our F900 took off at 6:15 the next morning with a technician on board. After picking up the necessary avionics part in Toulouse, the plane landed in Munich at 9:15 am, where our technician and GoTeam personnel quickly fixed the problem before the flight’s original start time! Although alternative lift wasn’t needed, our F900 remained onsite during maintenance to ensure appropriate resolution. The result: no cancelled missions and further improving the 7X’s excellent rate of dispatch!
The Chief Pilot was particularly pleased with the addition of dedicated aircraft to AOG support, stating "this is a very good initiative on the part of Dassault Aviation. Although we didn’t require alternative lift, it gives me peace of mind to know it was available if needed.”
Falcon Update
DEPARTMENTS Front Line Support12
STRENGTHENING OUR SUPPORT AROUND THE WORLDIn an effort to speed up AOG response time, there will be a constant presence of a dedicated AOG Spares Account Representative at our Paris Technical Center in St. Cloud, France. While the Tech Center Customer Service Engineer (CSE) focuses on providing troubleshooting recommendations and manages the GoTeam demand, the Spares Account Representative will decide the best solution to supply the associated materials on time. Working together, the CSE and Spares Account Representative will utilize their shared knowledge of the many variables related to logistics to deliver efficiencies for a faster AOG response.
Laurent Saissi, an Avionics Systems & Lightning/EMI Specialist, recently joined the Falcon family for Germany as a Customer Service Manager. Prior to Dassault, Laurent worked at VALEO as an Electromagnetic Compatibility Specialist for all automotive manufacturers. He later joined EADS Airbus as an Engineering and Maintenance Customer Support and Lightning Strike Expert for all Airbus aircraft around the world. A graduate in Electronic, Electromagnetic Compatibility (EMC) and Lightning Strike Environment, Laurent brings over 18 years of customer experience and technical expertise within a complex international environment. Welcome Laurent!
Laurent SaissiCustomer Service Manager (CSM) for Germany
Mobile: (33) 6 89 53 76 00 [email protected]
Laurent Saissi (on the right), new Customer Service Manager, rewarding Mr Detlev Wiebach from ZEMAN for his 30 years of outstanding support to Falcon aircraft.
Volume 89 – 1st Quarter
Front Line Support DEPARTMENTS 13
IN MEMORIAM: HANK HILSMANN
NBAA Charities, in coordination with Dassault Falcon, CAE Simuflite and Flight Safety International, have announced the establishment of the Hank Hilsmann Memorial Scholarship.
The scholarship was created to honor the memory of Hilsmann, whose strength of character inspired a high standard of caring in the business aviation community. "Hank was highly regarded in the professional world, as well as in his extended family," said John Loh, Director, Technical Support with Dassault Falcon. "He was a man you could depend on, who lived with integrity and respect in all aspects of his life. He was proud to hold the title of mechanic and carried it as a badge of honor. He will be long remembered and sorely missed."
On an annual basis, the scholarship will award current or aspiring maintenance technicians aircraft initial maintenance courses conducted at CAE Simuflite in Morristown, NJ, Dallas, TX or Little Rock, AR; and at Flight Safety International in Dallas, TX or Wilmington, DE.
Applicants should possess a passion for aviation and have utilized their interest or involvement in business aviation to enhance the lives of others. Those interested in applying can contact the NBAA at (202) 783-9000 or [email protected]. The application deadline is March 20, 2015, and the first recipient will be announced in April 2015.
Hank Hilsmann, our Field Technical Representative based in Northern California, passed away in November 2014. Hank was a dedicated and experienced professional who strongly believed in Dassault’s “Whatever It Takes” philosophy and was well respected by both customers and colleagues.
While the entire Field Service Team mourns the loss of a highly valued member, Tim Noble, Miguel Germani (California) and Scott Bohl (Colorado) are serving the areas covered by Hank, ensuring that Hank’s spirit of personal commitment to customers continues.
BON VOYAGE FALCON RETIREES
Customers, friends and colleagues bid farewell to two dedicated Dassault employees, Lou Rispoli and Chuck Woody!
In August 2014, Lou Rispoli retired after a memorable 40-year career working on Falcon aircraft. He joined the Teterboro Jet Center at Falcon Jet Corp. as a Technician in 1972 and moved on to serve as a Quality Control inspector until the Jet Center closed in 1992. When the Help Desk (known today as the Tech Center) came into existence in 1994, Lou rejoined DFJ and ever since then has been lending dedicated support to customers, while gaining their respect and trust along the way. “For over 40 years, Lou assisted customers diligently to resolve technical issues and was known for his commitment, experience and passion” said John Loh, Director, Technical Support.
And in December, 2014, Chuck Woody retired after 16 years of service! He joined the company as a Field Technical Rep in Columbus, OH in 1998, eventually moving to Dallas, TX. After
being selected as one of the first Customer Service Managers (CSM), Chuck’s territory covered Texas, Arkansas, Louisiana, and Oklahoma. Additional territories during his tenure with Dassault Falcon included the Great Lakes, Midwest and South Central regions of the United States.
Commencing his aviation career as a Flight Engineer with the US Air Force, Chuck was involved in aircraft maintenance for over 50 years within corporate aviation and has developed a strong relationship with operators and colleagues alike. “Chuck’s no-nonsense approach and focused commitment have served us well, and he never failed to meet new customers in our Training facilities in the Dallas area. Both customers and fellow employees alike will miss Chuck” said John Loh, Director, Technical Support.
Happy retirement gentlemen! Chuck Woody
Regional Technical Manager
Lou RispoliSenior Technical
Center Representative
Falcon Update
DEPARTMENTS Falcon Spares14
BY LAND, SEA, AIR … AND HAND!When it comes to customer service, particularly in a mission critical emergency, speed is of the essence. One very useful tool in our arsenal for time sensitive shipments: the “Hand Carry.”
While many shipment options carry risks associated with custom delays, overbooking and the off-load “pecking order,” the Hand Carry model – where shipments travel as passenger baggage – provide a number of advantages:
• For smaller shipments that comply with restrictions, they can be brought on board.
• Passenger baggage is most likely to be off-loaded quicker than other levels of service.
• On international shipments, customs clearance can also be expedited when proper protocol is followed.
To ensure a “hands on” approach and increase interaction with our customers, Dassault has performed many Hand Carry operations utilizing our own Account Representatives. Two customers, Jet Aviation Dubai and Olayan have reaped the benefits of our Hand Carry method:
• On Sunday, September 7th, 2014, Jet Aviation Dubai ordered a part at 2:00 pm for a delivery the following day. With no cargo flights
available on a Sunday, our very own Falcon Spares Le Bourget Account Representative Denis Saysithideth hand carried the material for delivery at 6:00 am the next morning. This allowed Denis to meet the Jet Aviation team and share a breakfast together.
• On Friday, January 2nd, 2015, Olayan ordered a part at 5:30 pm. One of our Falcon Spares Le Bourget Account Representatives, Jean-Claude Nguyen, immediately booked his flight to Bangkok for a departure the following day. The avionic part, a network interface module for a 7X, was delivered to a local carrier at 7:30 am on Sunday morning.
While not an everyday occurrence, the Hand Carry concept has worked exceptionally well, exceeding customer expectations while providing Dassault Falcon Customer Service personnel an opportunity to engage face-to-face with Falcon family members.
Volume 89 – 1st Quarter
Falcon Spares DEPARTMENTS 15
FILLING OUT A SERVICE REPORT? LETS GO TO THE VIDEOTAPE!
We’ve said it before (Issue 87 of Falcon Update), but it’s worth repeating: when it comes to service reports, it's all about the details!
Complete, accurate, and informative service report information goes a long way in helping us reduce the rate of NFF (No Fault Found) and DOA (Defective
On Arrival) parts. What do we mean by “complete, accurate and informative”? We’re so glad you asked.
Grab some popcorn, log onto the Customer Portal, and visit our new “Tutorials” page (under the “Library” section). You’ll find many useful videos covering a wide range of topics, including one which walks you through the process of filling out and submitting a service report and material return tag.
We hope you find the video informative and useful, and thank you for helping us to continually improve the performance and reliability of parts for everyone!
HOW ARE WE DOING? WE'LL SOON FIND OUT!
When it comes to customer feedback, you might think a 98.3 percent service level – as well as recent survey results praising our parts availability, pricing and industry-leading warranty – would be enough for us to rest on laurels. Absolutely not! We’re constantly striving to improve our processes and protocols to ensure the highest levels of customer satisfaction, and for those of you who took the time to fill out our most recent Spares satisfaction survey, we promise to take your input to heart.
Now that the survey is closed, it's time for us to collect all the data. Your feedback will be very helpful to better understand your needs and ensure you are provided
with the services you deserve. Three survey respondents (maybe you!) will be randomly selected to receive a $200 gift certificate to our Falcon boutique.
Remember, surveys are not the only way to get in touch with us. Our “Spares Price Feedback” form can be found on the Customer Portal, and you can always call the worldwide spares support team at +1 201-541-4809 or +1 800-800-4036 (U.S.), +33 1 48 35 56 78 (France), or +86 10 5696 5209 (China).
RIGHT SIZE PRICING: LIGHTS, CAMERA, AUDIT!
When it comes to our “Right Size Pricing” initiative – the auditing of each and every part we sell to ensure accurate and fair pricing – we're capturing every angle.
The auditing process requires each part to be measured, weighed and photographed; quite a task when averaging 90 audits per day and aiming to have 20,000 parts analyzed in 2015! To expedite this “hands on” process, we have created a photo lab in our Le Bourget warehouse, enabling us to realize all these steps in the best location: where the parts are!
After evaluation, details are sent to the Falcon Spares engineering department for further pricing analysis. While our engineers may not be able to hold each and every part in their hands, the information they receive – including, high-resolution photos – ensures no detail is missed when establishing a final cost.
For more information on our photo lab and “Right Size Pricing” initiative, contact Isabelle Vittet at + 33 1 48 35 56 31 or [email protected].
Watch the Service Report Video
Falcon Update
DEPARTMENTS Falcon Smart Programs16
FALCON SMART PROGRAMS, DELIVERING UNPRECEDENTED OPERATIONAL VALUE AND UNPARALLELED PERFORMANCERELEASE OF OUR LATEST FALCON SPHERE SOFTWARE (V1.60.2)Bringing highly interactive, next generation flight documentation into the award-winning EASy cockpit, Falcon Sphere V1.60.2 will be available for F2000EX and F900EX Series aircraft mid-2015. The new release will allow operators to manage Falcon Sphere licenses for their aircraft through their computer via an EFB (Electronic Flight Bag) page hosted on the Falcon Customer Portal. Operators can take advantage of a 50% discount on a Falcon Sphere subscription through the end of the year.
Video tutorials on the use and implementation of Falcon Sphere can be found in the “Tutorials” section of the Customer Portal.
NOW AVAILABLE: WEIGHT AND BALANCE ELECTRONIC APPLICATIONDassault has developed new software, the Weight and Balance Module (WBM), which is now available on the 7X and will soon be available for the F900EX and F2000EX series! WBM optimizes flight planning preparation tasks and computes weight and balance data in line with aircraft configuration, cabin layout, Dassault Aviation Loading Manuals and operational regulations. Fully integrated into the Falcon Sphere environment for EFB (Electronic Flight Bag) documentation, it runs on Windows XP-7 and 8 devices allowing customization to company settings.
User guides and tutorials are available on the Falcon Customer Portal.
weight
Volume 89 – 1st Quarter
Falcon Smart Programs DEPARTMENTS 17
UPDATE: CPDLC ATN B1
Dassault Falcon continues to deliver new Falcon aircraft in compliance with the initial ATN B1 Regulation deadline amidst discussions on amendment to the regulation and the re-assessment of the CPDLC technical solution (both for the ground segment and the aircraft). As a result, a draft Implementing Regulation amendment for CPDLC ATN B1 Mandate has received a positive response by the Single Sky Committee in it's 55th meeting on January 14th and 15th, 2015. The main components of the amendment to the Regulation are as follows:· Regulation will be applicable for forward fit (Airborne
users) as of February 5th, 2020 · Retrofit (Airborne users) implementation date will
be February 5th, 2020 · Ground infrastructure implementation date will be
February 5th, 2018
Regulatory changes have been communicated through a revision of FSN-170.
ENHANCE AIRCRAFT CAPABILITY WITH FALCON SELECT II
Falcon Select II is now available for Falcon 900A and 900B operators! The avionics upgrade package applies new features with the most advanced technologies for enhanced communication, navigation, safety and situational awareness and surveillance. FANS 1/A Certification will be available with Falcon Select II in Q2 this year.
Similar to “Falcon Elite II”, Falcon Select II for F900 A/B includes functionalities which will allow operators to comply with air traffic management mandates such as ADS-B Out, reduce crew workload and enable the use of new approach procedures like WAAS-LPV and RNP. In addition, Falcon Select II can replace existing Cathode Ray Tube MDUs (Multifunction Display Units) with more modern and reliable LCD displays.
The Falcon Select II upgrade package is developed in conjunction with Honeywell, who provided engineering support and test bench validation. Falcon Select II can be installed by Dassault-owned Service Centers as well as most Falcon Authorized Service Centers (ASCs).
ANNOUNCING ADS-B OUT FOR FALCON 900 NON-EASY
Dassault has developed a Supplemental Type Certificate (STC) to install ADS-B Out on the Falcon 900 A/B and Falcon 900 C/EX.
ADS-B (Automatic Dependent Surveillance Broadcast) is a satellite-based surveillance technology for tracking aircraft and is part of the Next Generation Air Transportation System (NextGen) initiative. The ADS-B infrastructure is currently in place, providing Falcon operators with safety and operational improvements such as optimized flight paths and reduced separation in areas of limited or no radar coverage. “We’ve brought this STC to market because of the strong interest expressed by Falcon operators who want to realize the safety and operational benefits of this new technology,” said Geoff Chick, Vice President of Customer Service for Dassault Falcon Jet.
The STC Data Package requires replacement of existing transponders with upgraded units that support the new technology, along with wiring and other related components. Installation takes approximately two weeks and can be performed at any Dassault Service Center or Authorized Service Center; no additional downtime is needed if combined with a C Check. EASA approval is currently pending.
Falcon Update
DEPARTMENTS Service Center Network18
NEW MAINTENANCE FACILITY AT BORDEAUX-MÉRIGNACIn line with our effort to provide our operators with more choice and convenience for services through company-owned and authorized service centers, Dassault Falcon Service (DFS) is investing in a heavy maintenance, repair and overhaul facility at Bordeaux-Mérignac Airport in southwestern France.
The new 7,200 square meter (23,622 square foot) facility will serve Falcon 7X, 8X and 5X large cabin aircraft and will complement DFS’s existing MR&O installations at Le Bourget Airport. Upon completion, expected mid-2016, the new service center will have the capability to accommodate six aircraft, just in time for the initial C Checks for the fast-selling Falcon 7X.
“The new Mérignac service center reflects DFS’s commitment to keep up with the steady expansion
of the Falcon fleet and make sure customers continue benefiting from the top-notch service they’ve come to enjoy,” said Jean Kayanakis, General Manager of DFS. The decision to locate the new maintenance facility in Mérignac had a lot to do with the large pool of skilled aviation workers and subcontractors in the Bordeaux area, along with other benefits, such as paint shops situated nearby the Dassault Aviation assembly plant.
To better serve our operators, Dassault Aircraft Services (DAS) is launching a Mobile Repair Unit (MRU) which will provide AOG assistance for the Northeast (US) region effective Q1 this year. Modeled after the MRU already in place in the Van Nuys area, the newly outfitted vehicle will contain required tooling and equipment to address any AOG situation on Falcon aircraft.
The MRU vehicle will provide service in the Northeast (US) region, and will
be staffed by two GoTeam Technicians at all times to ensure optimal response to AOG events. For questions or more information, operators can contact our 24-Hour AOG Technical Support at:
MOBILE REPAIR UNIT (MRU) LAUNCHED FOR OPERATORS IN THE NORTHEAST, USA
Teterboro, NJ USA Phone: (1) 800 232 5266 [email protected]
Paris, France (33) 1 47 11 37 37 [email protected]
Volume 89 – 1st Quarter
Service Center Network DEPARTMENTS 19
CORRIDOR ELECTRONIC SIGNATUREBased on input from technicians wanting to eliminate the need for printing and hand writing a Work Order Squawk Form during work in progress, the FAA has approved an electronic sign-off and digital signature protocol for work performed at the DAS network of repair stations.
This time-saving measure is connected to MyDASProject, the online collaboration tool launched in 2013 which allows operators to monitor the real time progress of work performed on their projects and collaborate with Customer Service Representatives at DAS service facilities. This combined functionality allows operators to manage projects remotely with the confidence that their projects are on time and on budget, while cutting down on time away from home.
QUADRANT PROJECT MANAGEMENT With the ever-increasing number of customers choosing DAS for their Falcon maintenance needs, it is imperative each project (and customer) receives the level of attention required to ensure a successful outcome. To that end, DAS has announced the implementation of strategically-placed teams assigned to manage specific projects from origination to completion.
A quadrant is a dedicated cross-functional team dedicated to the flawless execution of maintenance projects. Each team is assigned to one of four hangars, and includes a Hangar Supervisor, a Quality Assurance Inspector and a Customer Project Supervisor (CPS). Each team is responsible for aircraft projects taking place in their respective hangar.
The key benefit for Falcon customers lies in the continuity, consistency and efficiency this management system brings to each in-house project. With each team working in the very quadrant where work is performed, internal communication is immediate, face-to-face and with all key players present. Furthermore, dedicated personnel assigned to each quadrant helps reduce variability and resource shifts on each customer’s aircraft.
The quadrant management system is a key component of DAS’ overall drive for improved customer project management and has already started paying dividends in the short time since its implementation. The program was piloted at the DAS Wilmington facility and will expand to the entire DAS network this year.
GREATER EFFICIENCIES = GREATER CUSTOMER SATISFACTIONEmbracing technology and efficient models of operation, Dassault Aircraft Services (DAS) has developed two new initiatives to enhance the customer experience.
Falcon Update
DEPARTMENTS Training20
CAE INTRODUCES “REALCASE” TRAININGCAE has introduced an exciting new concept, called REALcase, to its extensive portfolio of training programs. Aimed at optimizing maintenance and operations by focusing on the trouble shooting of an aircraft’s recent event (within 12-18 months prior), relevant data is presented during the course for review of dispatch decisions, maintenance considerations and manufacturer recommendations.
The most important aspect of REALcase is the exchange of information and ideas among the class, giving its attendees the opportunity for an enhanced dialog and learning based on the review and discussion of the event occurrence. Based on the latest occurrence, qualified instructional staff, in a coordinated effort with the manufacturer, empower the course attendees with better understanding of the aircraft and operations along with “best practices.”
Since the start of the REALcase training in 2013, 219 technicians have been trained with positive results. “CAE’s RealCase 7X Troubleshooting class was very good, featuring real life scenarios with great hands-on simulation tools right in the class. This course gave my technicians the ability to troubleshoot with confidence and in-depth knowledge required to diagnose a highly sophisticated aircraft,” said Bruce Bernard, Maintenance Manager at Jet Aviation/McKesson Corp.
The two full-flight Falcon 8X simulators – to be installed in Teterboro, New Jersey and Paris, France – will be equipped with the latest technical advancements, including the VITAL 1100 visual system, electric motion control and cueing, and advanced instructor operating station. Training will also feature MATRIX, FlightSafety’s integrated training technology which features Desktop simulators for classroom instruction, and Graphical Flight-deck Simulators for instructor-led and self-paced learning.
The start of training will coincide with the entry into service of the aircraft. The second Falcon 8X simulator will be installed at FlightSafety’s Learning Center in Paris. The simulators will be qualified to Level D and approved for training by the European Aviation Safety Agency and the United States Federal Aviation Administration. Qualification by other regulatory agencies around the world will be applied for and obtained according to customer needs.
FLIGHTSAFETY SELECTED AS THE AUTHORIZED TRAINING PROVIDER FOR THE FALCON 8XFlightSafety International has been selected by Dassault as the factory authorized training provider for the new Falcon 8X aircraft.
Volume 89 – 1st Quarter
Training DEPARTMENTS 21
TRAINING OPPORTUNITIESThe following are just a few of the training dates scheduled in the months ahead. Please verify availability of classes with each Training Provider.
FEBRUARY 2015 MARCH 2015 APRIL 2015
PLEASE VERIFY AVAILABILITY OF CLASSES WITH EACH TRAINING PROVIDER.
DASSAULT TRAINING ACADEMY MAINTENANCE PRACTICAL TRAINING
FALCON 7X (10 DAYS): 13 April Bordeaux / Mérignac
900EX EASY (10 DAYS):7 April * Paris / Le Bourget
2000EX EASY (10 DAYS): 2 March* Bordeaux / Mérignac
* Session date and site training can be modified according to A/C availability
For more information contact: [email protected]
CAMP (MAINTENANCE)
ADVANCED MODULE MAINTENANCE (1 DAY): Feb 10 / Mar 10 / Apr 14
ADVANCED CAMO & QUALITY CONTROL ASPECTS (1 DAY): Feb 11 / Mar 11 / Apr 15
CAMP training takes place in Paris, France. For more information visit www.campsystems.com
HONEYWELL
TFE731-20/-40/-50/-60 TURBOFAN LINE MAINTENANCE (5 DAYS):13 April
REALCASE
FALCON 2000EX EASY, TROUBLESHOOTING (RCT) – LFET (5 DAYS)Feb 16 Little Rock, AR USA
FALCON 900EX EASY, TROUBLESHOOTING (RCT) - DSET (5 DAYS) Mar 16 Morristown, NJ USA
PILOT
FALCON 900 EASY II EASA RECURRENT (5 DAYS):Mar 1, 17/ Apr 19 Dubai, UAE
FALCON 2000 EASY II EASA RECURRENT (5 DAYS):Mar 2, 16/ Apr 20 Burgess Hill, UK
FALCON 7X EASY II RECURRENT (5 DAYS): Feb 27/Mar 27/ Apr 6 Morristown, NJ USA
For more information contact: [email protected] (maintenance) or [email protected] (pilots).
FLIGHTSAFETY INTERNATIONAL (MAINTENANCE & PILOTS)
900EX EASY I/II PILOT INITIAL (25 DAYS):Feb 2, 23 / Mar 2/ Apr 8Dallas/Fort Worth-TX, Teterboro-NJ, Paris, France.
2000EX EASY I/II PILOT INITIAL (24 DAYS): Feb 2, 5 / Mar 5, 9 / Apr 8, 13, 16Dallas/Fort Worth-TX, Teterboro-NJ, Paris, France.
7X EASY I/II MAINTENANCE INITIAL (15 DAYS):Mar 9Dallas/Fort Worth-TX, Paris, France.
PW307 LINE & BASE MAINTENANCE (5 DAYS): Feb 9 Paris, FranceApr 20 Dallas Fort Worth, TX
PW308 LINE & BASE MAINTENANCE (5 DAYS): Feb 2 Paris, FranceApr 6 Dallas Fort Worth, TX
For more information contact:[email protected]
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Falcon Update
DEPARTMENTS Operator Advisory Board22
LOOKING BACKThe OAB met early in 2014, engaging Dassault in two days of roundtable discussions, recommendations, discussion papers, updates and insight which set the tone for a very productive year. Here are some highlights from that meeting:
• At least one E-Forum held for all ten Working Groups (some more than one), to discuss initiatives related to each Groups’ specific area of focus
• Face-to-face meetings of the “Completion Innovations & Improvements,” “EFB & Electronic Flight Documentation Apps” and “Maintainability Concepts for Future Falcon” Working Groups
• Implemented Recommendations - Cabin Familiarization on Site - Master List of Regulations (Current and
Upcoming) - 1.5 Day M&O (Mahwah 2014) - Beta Test and Launch of New Falcon
Customer Portal - Extend “A” Checks to 12 Months• Partially Implemented Recommendations - Safety Awareness - Use of Multimedia in Customer Service
Communication - Tablet Apps - Cyber Security (Operations with Ground Tools)• In Progress Recommendations - INDS Database Loading Improvements - Portable Devices Connectivity in Cabin - Customized Documentation
LOOKING AHEADBuilding on the momentum of last year, 2015 is already a flurry of activity for OAB and WG members. The Communication Working group had a face-to-face meeting in January, and the OAB met in Paris on February 4th and 5th to approve new recommendations, review Discussion Papers, and discuss a topic of importance to Pilots and Technicians: the development of Applications for iOS and other operating systems.
The meeting was also an orientation for our newest OAB member. Following the retirement of Jens Jensen and Erlaine Machado from the Board, we welcomed aboard John S. Olesen. John is a Vice President of Design, Development, Test & Evaluation at Air Alsie. Based in Sønderborg, Denmark, John is also a member of the “Completion Innovations & Improvements” WG. We thank Jens and Erlaine for their many contributions to the Board, welcome John to the team, and thank all OAB and OAB WG members – past and present – for their participation in OAB initiatives!
LOOKING TO YOUSpurred on by operator input, the OAB encourages all customers to add one more resolution to their New Year’s list: let your voice be heard! Dassault and Board want you to communicate your experiences as a Falcon operator, which plays an important role in driving improvements and ensuring the best Customer Experience for you and your fellow Falcon family members!
OAB member contact information can be found on the private Customer Portal.
A NEW YEAR, AN OLD PROMISEEat healthy. Exercise with greater frequency. Spend more time with the family. While we haven’t polled Falcon operators to find out which New Year’s resolution tops the list for 2015, we do know each and every member of the Operator Advisory Board will continue to focus on a two objectives with passion and purpose: Prioritizing customer concerns, and making recommendations that positively impact and improve the Falcon Customer Experience.
OAB members gathered in Paris on February 4th & 5th for their face-to-face meeting.
Volume 89 – 1st Quarter
Falcon Worldwide Customer Service
*CONTACTS listed by regional base location. Actual territory coverage spans a broader region in addition to base location.
FIELD SERVICE CONTACTS “Listed with mobile phone numbers”
Eloi Dufour, Director +33 6 08 22 90 32John Loh, Director +1 908-601-2723Jeff Berry +86 1800 1360 779Doug Hansen +1 201-264-1427Gene Hembrook +1 908-246-3703Didier Rouyer +33 6 87 18 39 66Leo de la Torre +1 201-699-2281
INDIA
Aadil Goulamaly +91 99 67 777437
MIDDLE EAST
Bernard Delouye +966 5 6466 4789
UNITED KINGDOM
Christophe Honoré +44 796 928 5227
PORTUGAL/SPAIN
Daniel Garcia +351 919 461 401
NETHERLANDS
Tom Kouters +31 62 242 2382
SWITZERLAND (except GENEVA)
Bertrand Casier +33 6 72 83 46 99
FRANCE LE BOURGET
Jean-Claude Bach +33 6 07 56 02 11
FRANCE HEADQUARTERS
Jean-Pierre Agnelot +33 6 80 63 89 67Jerome Buquet +33 6 26 09 19 85Xavier Cauchie +33 6 89 10 00 16Marc Douton +33 6 26 09 20 19Elodie Ngo +33 6 89 21 70 31Christophe Picantin +33 6 76 01 42 55Laurent Saissi +33 6 89 53 76 00Laurent Silvente +33 6 77 12 27 24
SOUTH AMERICA
Alessandro Galera +55 11 98399 5845Johnny Sucre +1 551-206-4831Sergio Ribeiro +55 11 98265 8777Ivan Juchimiuk +55 11 99707 0214
MEXICO, CARIBBEAN, CENTRAL AMERICA
Alessandro Galera +55 11 98399 5845 Jose Martinez +1 908-872-6376
ASIA, PACIFIC RIM
Kathy Liu, Director +86 136 0126 2249KC Chan +65 9384 2559Peng Jiang +86 188 1105 8896Ting Ming Wu +86 189 1011 1637Dan St. John +1 941-730-2307Pinjie Qiao +86 133 6648 6039
USA
ArizonaCarl Menne +1 516-459-1277
ArkansasBrandon Atkinson +1 201-421-5543John Taylor +1 908-601-3208
CaliforniaRay Hughes +1 914-261-5319Miguel Germani +1 551-206-4807Tim Noble +1 201-282-8377
ColoradoJeff McLain +1 201-673-2915Scott Bohl +1 908-246-6249
DelawareRandy Boyles +1 201-956-7939
FloridaFrank Hrizo +1 201-264-1358
GeorgiaLloyd Hardwick +1 908-246-0686Dave Rackley +1 973-769-5807
IllinoisDavid Bollow +1 201-527-8896Paul Gutzman +1 201-264-1612Tony Hulsebus +1 908-347-5476Shawn Karnes +1 973-224-8744
MichiganRoger Courey +1 908-208-2625Tim Sobania +1 908-601-2895
MinnesotaAndrew Townshend +1 908-461-7872
North Carolina David Graham +1 551-206-4832
New Jersey Gary Tchorzewski +1 908-601-3384Tony Lanza +1 973-476-7529Jay Sigmann +1 201-264-1781
New YorkBill Masloski +1 914-261-5157Ed Fiorentino +1 201-566-8197Dave Lustgarten +1 914-261-5478Ken Velez +1 201-452-8011
OhioJeff Leisey +1 201-407-5408 Dan Lucas +1 201-264-1366
TexasBill Gorin +1 908-347-5159
Washington StatePat Reardon +1 973-769-6327
THE TECHNICAL CENTER ALWAYS REMAINS YOUR FIRST CALL FOR AOG ASSISTANCE!24-HOUR AOG TECHNICAL SUPPORT
Teterboro, NJ USA+1 201-541-4747+1 800-2FALCON (232-5266)[email protected]
Paris, France+33 1 47 11 37 [email protected]
24-HOUR AOG SPARES SUPPORT
Teterboro, NJ USA+1 201-541-4809+1 [email protected]
Le Bourget, France+33 1 48 35 56 [email protected]
FALCON PILOT SUPPORT
For information or non-AOG assistance with pilot operations, [email protected]
WWW.DASSAULTFALCON.COM I FRANCE: +33 1 48 35 56 78 I USA: +1 201 541 4809
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