BUSINESS AIRCRAFT AFTER MARKET SERVICES
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1 BUSINESS AIRCRAFT AFTER MARKET SERVICES
2 WHEREVER YOU GO, WHATEVER YOU NEED, WE BRING TOGETHER THE PEOPLE, THE PASSION AND THE PERFORMANCE TO GET THE JOB DONE. WE WORK TO ENSURE YOU REMAIN AT THE FOREFRONT AND PROVIDE THE BACKING OF AN ENTIRE ORGANIZATION COMMITTED TO YOUR SUCCESS. RESPONSIVE. RELIABLE. READY. AT BOMBARDIER CUSTOMER SERVICES IT S ABOUT PUTTING YOU FIRST.
3 PUTTING OUR CUSTOMERS FIRST STARTS WITH OUR COMMITMENTS WHERE IT COUNTS: Quality and Reliability Responsiveness International deployment
4 SERVING OUR CUSTOMERS LOCALLY, GLOBALLY 220 Customer Support Professionals Worlwide 20% increase in personal over the last two years Network of 57 Business Aircraft Facilities 10 Parts Depots $1.5 B Parts in-stock worldwide
5 INTEGRATED PRESENCE FUELS VALUE-ADDED BUSINESS CUSTOMER-FACING SERVICES & SUPPORT 24/7 RESPONSE CENTRES, FIELD SERVICES, TROUBLESHOOTING, ENTRY-INTO-SERVICE SUPPORT, LOCAL OFFICES PARTS SERVICES & SMART SERVICES Spare Parts Sales, Exchanges, Component Repair & Overhaul, Component & Maintenance Programs MAINTENANCE SERVICES Network of 9 wholly-owned Service Centres, Response teams, Authorized Service Facilities, Mobile Response teams TRAINING SERVICES 2 Bombardier Training Centres and strong Authorized Training Provider (ATP) relationship with CAE
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7 AIRCRAFT RELIABILITY AT THE CORE OF EVERYTHING WE DO 100.0% Dispatch Reliability 100 Most Recently Delivered Aircraft 99.8% 99.6% 99.4% 99.2% 99.0% Learjet 40/45 Learjet 60 Challenger 300 Challenger 605 Global 5000 / Express XRS 99.89% 99.83% 99.74% 99.82% 99.77%
8 RIMP AND CHALLENGER MAX PROGRAMS : INVESTING IN THE CONTINUOUS IMPROVEMENT OF THE FLEET Provides existing customers with component Scope updates to benefit from the latest product improvements at virtually no costs to them Improves ownership experience Resolves customer irritants Improvement Targets A systematic and targeted plan to improve the aircraft experience by focusing on specific components. It provides existing customers with a valued-added package of components updates on their aircraft. Significantly reduce Direct Maintenance costs Resolves Top Dispatch Reliability drivers
9 INAUGURATION OF FARNBOROUGH RSO JULY 2012 Located at Tag Airport Will serve business aircraft customers and work closely with entire BCS network in Europe
10 REGIONAL SUPPORT OFFICES & CUSTOMER RESPONSE CENTERS - 7 NEW RSOs IN 2012 FARNBOROUGH MOSCOW TUCSON TOLUCA MONTREAL WICHITA HARTFORD FT. LAUDERDALE DUBAI MUMBAI SHANGHAI HONG KONG SINGAPORE SAO PAULO CUSTOMER RESPONSE CENTER CURRENT RSO FUTURE RSO JOHANNESBURG SYDNEY
11 INTEGRATED PRESENCE FUELS VALUE-ADDED BUSINESS CUSTOMER-FACING SERVICES & SUPPORT 24/7 RESPONSE CENTRES, FIELD SERVICES, TROUBLESHOOTING, ENTRY-INTO-SERVICE SUPPORT, LOCAL OFFICES PARTS SERVICES & SMART SERVICES Spare Parts Sales, Exchanges, Component Repair & Overhaul, Component & Maintenance Programs MAINTENANCE SERVICES Network of 9 wholly-owned Service Centres, Response teams, Authorized Service Facilities, Mobile Response teams TRAINING SERVICES 2 Bombardier Training Centres and strong Authorized Training Provider (ATP) relationship with CAE
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13 PARTS SERVICES : SUPPORTING OUR CUSTOMERS BETTER! Parts Satisfaction Guarantees ü ü ü Aircraft-on-Ground (AOG) unused Parts Guarantee Recommended Parts Guarantee Defective on Arrival (DOA) Guarantee Permanent Price matching ü On all consumable and rotable parts 2-year Parts Warranty ü Starting in January 2013 ü To include all parts purchased through Bombardier
14 INCREASING OUR PARTS INTERNATIONAL PRESENCE IN 2012 Americas Europe, Middle East & Africa Asia / Pacific CANADIAN HUB CHICAGO HUB WEST COAST WICHITA DALLAS SOUTH FLORIDA BELFAST RUSSIA FRANKFURT HUB BEIJING DUBAI INDIA SINGAPORE NARITA TOKYO HONG KONG ASIA PACIFIC HUB CURRENT HUB CURRENT DEPOT SAO PAULO FUTURE HUB FUTURE DEPOT SANTIAGO PROPOSED HUB PROPOSED DEPOT COMPONENT REPAIR & OVERHAUL JOHANNESBURG SYDNEY
15 FRANKFURT PARTS SERVICES HUB NOW SERVICING EUROPE, MIDDLE EAST & AFRICA (EMEA) ü More flexibility by returning unused parts and cores directly to Frankfurt ü More parts available, reducing freight costs ü Improved turn around time on parts in the region PREVIOUS FRANKFURT DEPOT NEW FRANKFURT HUB Suppliers Customers Customers Frankfurt depot Frankfurt Hub Chicago Hub Suppliers
16 INTEGRATED PRESENCE FUELS VALUE-ADDED BUSINESS CUSTOMER-FACING SERVICES & SUPPORT 24/7 RESPONSE CENTRES, FIELD SERVICES, TROUBLESHOOTING, ENTRY-INTO-SERVICE SUPPORT, LOCAL OFFICES PARTS SERVICES & SMART SERVICES Spare Parts Sales, Exchanges, Component Repair & Overhaul, Component & Maintenance Programs MAINTENANCE SERVICES Network of 9 wholly-owned Service Centres, Response teams, Authorized Service Facilities, Mobile Response teams TRAINING SERVICES 2 Bombardier Training Centres and strong Authorized Training Provider (ATP) relationship with CAE
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18 CHANGING OUR GAME Establish broad engine maintenance management & other capabilities to provide turnkey solutions All Bombardier-owned service centers now have full interior capabilities 24/7 in North America this year with Europe to follow Boosted capacity at our Amsterdam Service Facility New Singapore facility to open in
19 57 BUSINESS AIRCRAFT FACILITIES Russia/CIS North America Europe Africa, Middle East & India Latin America China, Asia & Oceania
20 INTEGRATED PRESENCE FUELS VALUE-ADDED BUSINESS CUSTOMER-FACING SERVICES & SUPPORT 24/7 RESPONSE CENTRES, FIELD SERVICES, TROUBLESHOOTING, ENTRY-INTO-SERVICE SUPPORT, LOCAL OFFICES PARTS SERVICES & SMART SERVICES Spare Parts Sales, Exchanges, Component Repair & Overhaul, Component & Maintenance Programs MAINTENANCE SERVICES Network of 9 wholly-owned Service Centres, Response teams, Authorized Service Facilities, Mobile Response teams TRAINING SERVICES 2 Bombardier Training Centres and strong Authorized Training Provider (ATP) relationship with CAE
21 OUR TRAINING FACILITIES Montreal Training Centre Challenger 605 Global XRS Global 5000/6000 CRJ 700/900/1000 Challenger 300* CSeries* Learjet 85* * Future programs Dallas Training Centre Challenger 300 Challenger 604 Challenger 605 Learjet 60XR Learjet 40/45/XR Global 5000/6000*
22 BOMBARDIER AIRCRAFT TRAINING FACILITIES Americas Europe, Middle East & Africa Asia / Pacific GERMANY - LFT AMSTERDAM BURGESS HILL SWITZWERLAND- LFT DALLAS MONTREAL MORRISTOWN CHINA DUBAI LEGEND TRAINING CENTER (BAT) TRAINING CENTER (ATP) FUTURE TRAINING CENTER
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CUSTOMER SERVICES CONTENTS P.5 BOMBARDIER CUSTOMER SERVICES P.11 CUSTOMER SUPPORT P.15 MAINTENANCE P.21 MATERIAL SERVICES P.
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