NBAA 2011 ~ 10-13 Oct 2011

Vetting Your Vendors& Service Providers

Presented by:

Rick BoyceDirector, Aviation Infrastructure & Services

NetJets, Inc.

The FBO Marketplace

• More the 5,000 domestic airports with pavedrunways

– More than 3,100 FBO’s

– Less than 500 airports have multiple FBO’s

– Only 376 have scheduled airline service

How do you select a vendor?

• What are the priorities?

• Do you have a standardized process?

• Solicit input from customers, crews,dispatchers & maintenance?

• What other aspects influence your decision?

FBO Selection Criteria

• Safety

• Service

• Facilities & Amenities

• Partnership Development

• Maintenance Capabilities

• Value or Price

Safety

• Line Service Training

• Record Keeping

– Training

– Fuel QC (ATA 103 Standards)

– Current placards

– NFPA 407 compliance

• Audits

– Fuel companies

– DOD

– Airlines

Safety

• Equipment

– Trucks

– Chocks & cones

– Tugs & tow bars

– Wands

– Whistles & radios

– Potable water & ice machines

– Refrigeration

– Security cameras

Safety

• Confidentiality

– Privacy policy

– Disclosure of personal information

– Disposal of confidential documents

• Secured Access

• Ramp Operations

– Marshalling

– Towing operations

– Hangar movements

– Vehicles on ramp

Service – How do you define?

• Service Culture

• Proactive Staff

• Attention to Detail

• Open Communication

• Assistance w/ Third Party Services

– Catering

– Hotels

– Ground transportation

Facilities & Amenities

• Appearance inside & out

• Clean & functional

• Restrooms

• Passenger & crew areas

• Flight planning and tracking

• Wi-Fi

• Parking availability (spaces or secured valet)

• Hangars

• Coffee, newspapers, ice

Partnership Development

• Is your business going to be a singletransaction or long term relationship?

• Willing to assist with initiatives

• Proactive communications

• Driving efficiencies

• Reinvesting in operation

Maintenance Capabilities

• What level, if any, do you need?

• Oil, oxygen & nitrogen service

• Repair station or A&P onsite

Value or Price

• Fuel

– Direct or contract

– Method of payment

– Fees (flow, concession, consortium, freight, etc)

• Handling or facility fee

• Landing fee

• Hangar costs

• Deice costs

• Taxes

Value or Price

• Airport considerations

– Hub/Airline vs. GA

– Infrastructure

– Taxi times

– ATC delays

– ATC routing

– Customs

– Drive time to destination

• Other

NBAA 2011 ~ 10-13 Oct 2011

Presented by:

Phil LinebaughChief Operating Officer

International Trip Planning Services, LLC

What is a “Third Party Vendor”?

• Ground Handler / FBO

• Security Provider

• Caterer

• Flight Service Provider

• Ground Transportation Company

• Aircraft Cleaning Company

• Etc, etc

NBAA 2011 ~ 10-13 Oct 2011

Importance of “Third Party” Vendors

• Act as an extension of your flight operations

• Provide services at locations that ops can’tprovide themselves

• Ease strains on crew and passengers

Corporate aviation expectations of Third Party Vendors:

Secure, safe, trustworthy, reliable and on time.

NBAA 2011 ~ 10-13 Oct 2011

1. Service

2. Facilities

3. Safety / Compliance

4. Partnership

5. Price / Invoicing

NBAA 2011 ~ 10-13 Oct 2011

Checklist of Key Indicators

You’ve radioed ahead but you’ve done that before

only to find nothing prepared when you got there.

As you round the corner of the taxiway onto the

ramp, you feel relief at the sight of a lineman with

wands directing you and behind him your passenger

ground transportation.

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

1. Service Is The Key

In choosing a third party service provider SERVICE is

the single main distinguishing factor and the one that

will influence the success or failure of a trip – you must

be assured that you are trusting the right group of

people to make your operation shine.

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

1. Service Is The Key

Service is the primary reason we choose a 3rd

party vendor. What do we expect?

1. Deliver a service Greater Than Expected.

2. PROactive rather than REactive

3. Corporate -vs- Airline Behavior

4. Quick Replies

5. Eliminate the Unexpected Surprises

6. Take necessary steps to impress.

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

1. Service Is The Key

• Provide services that are beneficial.

• Properly trained staff.

• Modern, well-equipped and clean facilities. They need notbe a million-dollar palaces, but how clean, neat and wellrepaired they are tells how much people care and howmuch pride is instilled.

• Does the aviation side look like an aviation side or just aparking lot for cars and boats.

• There is a difference between Domestic and Internationalfacilities.

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

2. Facilities

Homework and background checks are required to

determine if the vendor, and their vendors are:

Licensed

Insured

Bonded

Permitted (Badged)

Certified

Trained

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

3. Safety & Compliance

Aviation is a different world than it was 10, 15, 20 years ago.

Each and every aspect must be compliant with both:

• Federal Corrupt Practices Act

• UK Bribery Act

Vendors must be willing to sign a form stating that

they are in compliance and will remain compliant.

There is NO wavering on this point.

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

3. Safety & Compliance

We send clients worldwide to use vendors of all shapes and sizes.

These vendors represent our business and the interests of our

clients. Therefore we need a “partner” to keep our best interests

and attributes in the forefront while providing our clients:

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

4. Partnership

• Honesty

• Quality

• Reliability

• Experience

• Reputation

• Responsiveness

• Loyalty

All this builds CONFIDENCE!!!

While price isn’t in the forethought, it is a contributing factor.

•Reasonable

•Fair

•Competitive

•Must Provide Overall Value

Invoicing should be:

• Quick

• Thorough

• Complete

NBAA 2011 ~ 10-13 Oct 2011

Checklist Of Key Indicators

5. Price/Invoicing

Third Party Vendors ARE your representative.Do they reflect your:

• Service Levels

• Values

• Safety Standards

• YOU!!!!

Phil LinebaughChief Operating Officer

International Trip Planning Services, LLC

NBAA 2011 ~ 10-13 Oct 2011

Summary

NBAA 2011 ~ 10-13 Oct 2011

Presented by:

Henry LeDucOperations/Dispatch Manager

Texas Instruments, Inc.

Why Use Vendors?• Many Options Available; Reflects

the Many Goals of FlightDepartments

• Not just an extension, but areflection of your organization

• Expanded Capabilities

• Regional Familiarity

• Expertise

• Reduce Costs

• Established Procedures

• Consistency of Service

NBAA 2011 ~ 10-13 Oct 2011

Weighing the Parameters• Match Your Missions; The Visions

for the Organizations Must Be theSame

• Use Objective Criteria

NBAA 2011 ~ 10-13 Oct 2011

• Safety

• Service/Reliability

• Facilities/Capabilities

• Partnership

• Security

• Compliance

• Price

Steps To Your Evaluation

1. Understand That This Is a CriticalUnion

2. Prioritize the Key Points To MatchYour Department’s Needs

3. Collect Feedback - Utilize YourResources by Discussing withYour Peers

4. Ongoing Process - Make a Habitof Benchmarking on a RegularBasis

5. Involve Your Team In the DecisionMaking Process

6. Process is Similar AcrossIndustries

NBAA 2011 ~ 10-13 Oct 2011

Feedback Form

31

• Vendors are a Partner inImprovement

• Form Completed AfterEvery International Flight

• Capturing and RetainingKnowledge

• Completed Forms AreSent to Our ServiceProviders as a Source ofData for Trend Analysisand ProcessImprovement

Safety• Developed Safety Management System

• Processes for Quality Control/Testing

• Organizational Training

• 3rd Party Industry Standard SafetyCertifications

• Aviation & Non-Aviation Endorsements

NBAA 2011 ~ 10-13 Oct 2011

Service/Reliability/Facilities/Capabilities

• Desire to Make Service a Priority

• Do More Than Expected

• Experience of Personnel

• Organizational Support

• Professionalism

• Willing To Receive/Action Feedback

• Organizational Agility

• Need the Right Sized Ramp

• Making Best Use of AdvancingTechnologies (i.e. iPads, Wireless,etc.)

NBAA 2011 ~ 10-13 Oct 2011

Partnership

• Consider the Size and Scope of the Operation

• Understand Their Vision For The Future; New Products/Services

• Ability to Expand/Grow with your Flight Operations

• Efficiencies of Scale

• Variety of Products/Services Available

• Flexibility to Integrate With Your Other Vendors

• Influence & Familiarization

NBAA 2011 ~ 10-13 Oct 2011

Security

• Physical Security of Facilities

• Protection of Personnel and Aircraft

• Security of Information

• Compliance with Regulations

• History; Past Violations are Warning Flags

• Length of Contract

• Utilize Your Organizational Resources/IndustryNetworks to Assist with the “Homework”

NBAA 2011 ~ 10-13 Oct 2011

Legal

CostPrice is not the cost but is a factor in the cost. The Real Cost is the Sum of

all the Combined Factors

NBAA 2011 ~ 10-13 Oct 2011

• Consider the Value Added

• Needs to Fall Within Your Budget

• Determine if Products Can Be Bundledin Order to Reduce Costs

• Terms/Means of Payment

NBAA 2011 ~ 10-13 Oct 2011

Questions?