WELCOME CUSTOMER CENTRIC INNOVATION: Linking MRO & Engineering Output to Customer Satisfaction. MRO ASIA, Singapore 31 st October 2017

Transcription

1 Customer Centric Innovation: Linking MRO & Engineering Output to Customer Satisfaction WE WELCOME CUSTOMER CENTRIC INNOVATION: Linking MRO & Engineering Output to Customer Satisfaction MRO ASIA, Singapore 31 st October 2017

2 Linking MRO to customer satisfaction Creating the challenge Challenge: The MRO functions need to become far more customer centric to fully support customer retention, satisfaction and financial success. I Common Goal Linking the MRO function output to the customer s customer needs II Alignment How MRO performance is measured and success is acknowledged III Engagement How we communicate and involve the customer in MRO based activities to make them feel valued IV Responsiveness How we respond to known MRO based issues to try to maintain customer loyality Managing the barriers and enablers to customer centricity will dictate the success rates. DHL MRO ASIA October

3 PLAY A&A VIDEO

4 WELCOME CUSTOMER CENTRIC INNOVATION: Linking MRO & Engineering Output to Customer Satisfaction MRO ASIA, Singapore 31 st October 2017

5 Safety information & housekeeping No fire alarm planned today locate Emergency Exits Please no private videos. Although feel free to POST Please put your phones on mute DHL MRO ASIA October

6 Creating joint opportunities Listen Engage Learn Exchange DHL MRO ASIA October

7 Think about YOUR best customer experience DHL MRO ASIA October

8 We live in the age of the Experience Economy Differentiated Stage Experiences COMPETITIVE POSITION Make Goods Deliver Services Undifferentiated Extract Commodities Market PRICING Premium Customer-Centricity is key to deliver experience for EVERY FUNCTION! Source: Harvard Business Review DHL MRO ASIA October

9 Some inspiration for today`s discussion You ve got to start with the customer experience and work backwards to the technology. DHL MRO ASIA October You ve got to start with the customer experience and work backwards to the technology. 9

10 Agenda & speakers Agenda Speakers & Panel Members 10:00 Welcome & Opening 10:15 Speaker positioning & perspective 11:00 Panel forum with Q&A 11:45 Consolidation and Close David Bruce Vice President MRO DHL Supply Chain Gary Ong Senior Manager Engineering Singapore Airlines Cargo Dr Bicky Bhangu Regional Director South East Asia, Pacific & South Korea, Rolls-Royce Ross Wyeth Vice President APAC Line Haul Capacity DHL Aviation DHL MRO ASIA October

11 David Bruce, Vice President MRO LINKING MRO & ENGINEERING OUTPUT TO CUSTOMER SATISFACTION Defining the Business Need David Bruce, Vice President MRO 11

12 Linking MRO to customer satisfaction The rationale. Making the MRO function and output Customer Centric is not a new concept.. BUT it is becoming far more important to the success of the MRO Value Chain. THE PRIME FOCUS THE CRITICAL RESPONSE THE CUSTOMER EXPERIENCE MRO activity to agreed SLA Cost Turn around time Information & Updates Reverse parts flows Planned & Line support MRO activity to agreed SLA Cost Turn around time Information & Updates Reverse parts flows Unplanned & Line support Aligning MRO to the customer experience? MRO directly linked to paying customer? Digitalisation, Technology, MRO and the Customer experience? Switching costs & revenue protection? Measure MRO experience? Safety. Security. Compliance & Operational delivery Turning the MRO function even more into a competitive advantage capability. DHL MRO ASIA October

13 Linking MRO to customer satisfaction Addressing the hidden realities?... The typical airline customer experience is focused on the cabin product and the touch points that passengers/customers all experience. PRE FLIGHT ON BOARD BENEFITS Challenges Check In Security Drinks Seating Cabin Food Chauffeur Flyer Rewards M R O Interior Seating Lounge Washroom IFE How does the engineering and MRO solution input and support the overall customer experience is the question?... DHL MRO ASIA October

14 Linking MRO to customer satisfaction Meeting the demanding customer needs. Paying customers are increasingly better connected and more vocal in their opinions Social Media power Consumer Protection MRO Impact/Opportunity EU Regulation 261/2004 Distance Delay Compensation <1,500km 3 hours 250/person 1,500 to3,500 km 3 hours 400 / person >3,500km 4 hours 600 / person Plus travel/accommodation costs Plus operational costs» $ $$ $$$ The MRO supply chain solution is it optimal? Design, performance, agility & response Customer engagement by MRO function: Channel of communication Process to engage How to make individual feel valued? Technology adoption to support the MRO operations? How do we measure success?....for continued competitive advantage and profit potential, the MRO function needs to consistently accommodate these trends in business requirement DHL MRO ASIA October

15 Linking MRO to customer satisfaction Measuring success Measuring performance and gaining customer insight can become an industry that does not actually drive the right outcomes. Traditional Approach SLA Measure Target Actual Deliver OTIF to 15 min window in quarter Achieved SLA contractual targets Over delivery to target performance benefit Airline function meeting internal SLA targets BUT 99.5% 99.85% 24,000 fare paying passengers probably will not receive the experience they are expecting Compound Impact - via social media Customer satisfaction survey process binary response Refined Approach 1 Net Promoter Score NPS 2 The basis: the recommendation question How likely are you to recommend DHL Supply Chain to your colleagues, business partners or customers? Highlights It s all about turning dissatisfied clients into promoters of a service (increased loyalty) The evolution of the score counts A NPS approach ( NPA ) is only efficient if there is immediate follow-up DHL MRO ASIA October

16 Dr Bicky Bhangu Regional Director South East Asia, Pacific & South Korea

17 Customer Centric Innovation Dr Bicky Bhangu Regional Director, South East Asia, the Pacific & South Korea 2017 Rolls-Royce plc and/or its subsidiaries The information in this document is the property of Rolls-Royce plc and/or its subsidiaries and may not be copied or communicated to a third party, or used for any purpose other than that for which it is supplied without the express written consent of Rolls-Royce plc and/or its subsidiaries. This information is given in good faith based upon the latest information available to Rolls-Royce plc and/or its subsidiaries, no warranty or representation is given concerning such information, which must not be taken as establishing any contractual or other commitment binding upon Rolls-Royce plc and/or its subsidiaries.

18 Changing World Data growth and complexity leading to New game changing business model and technology Rolls-Royce plc 2017

19 Decades of experience turning data into insight Close to 30 Years of experience in Data Integration and Analytics 1,300 Aerospace Customers of our Data Services 13,000 Engines, and commercial flights monitored per day in civil aerospace Billions of data points analysed on-board per flight Rolls-Royce plc 2017 EHM

20 Decades of experience turning data into insight 3million Flight Sectors per year Our efficiency experts analyse 28% of airlines Global Routes Underpinning 100,000 tons worth of Fuel Savings Efficiency Rolls-Royce plc 2017

21 Maximum value Connecting the end data system & stakeholders Design Design Data Development Test-bed Pass-off Test-bed Fleet Data Key Sensors Aftermarket Services - Actionable insight Operational, Contextual & Third Party Data Manufacturing Data Multiple RR Assembly Lines RR and Network MRO Shops RR Factories and Supply Chain Factories 100,000 Factory Machines Rolls-Royce plc 2017

22 Synergies between OEM and MRO through partnership collaborate rather than compete - creating more space to innovate OEMs Industryspecific Specialist Services OEM suppliers 3rd Party Application Providers Operators Capability Development Solution Developers and Systems Integrators MRO Rolls-Royce plc 2017 Analytics and Decision Science University Technology Centres

23 Predictive Maintenance

24 Digital culture Leadership & Culture Management commitment, coaching, empowering People Engagement training, skills development, bring on the journey Role Evolution Realise early, career development, greater analysis, reduction in repetitive tasks Rolls-Royce plc 2017

25 Customer Benefits Airlines Engine availability Fuel efficiency Safety Passengers On-time take off Ticket cost Safe arrival Rolls-Royce plc 2017

26 Rolls-Royce plc 2017 Thank you

27 Gary Ong Senior Manager Engineering

28 A Cargo Airline s Perspective MRO Asia Pacific 31 st October 2017 Gary Ong Senior Manager Engineering Singapore Airlines Cargo

29 Agenda 1) SIA Cargo Corporate Overview 2) Meeting Customers Expectations 3) Continued Excellence

30 Agenda 1) SIA Cargo Corporate Overview 2) Meeting Customers Expectations 3) Continued Excellence

31 Corporate Overview Operates a dedicated widebody freighter fleet with nose door loading capabilities Manages the bellyhold cargo capacity of partner airlines in the SIA Group 7 x B F Total of more than 150 aircraft

32 Corporate Overview Ranked 9 th largest cargo carrier by IATA based on freight-tonne-kilometers flown in 2016 Based in world s 14 th busiest airport by cargo traffic 3 Million tons of annual handling capacity Over 100,000 sqm of warehouse and office capacity

33 Agenda 1) SIA Cargo Corporate Overview 2) Meeting Customers Expectations 3) Continued Excellence

34 Meeting Customers Expectations Extensive Network Tailored Services Operational Excellence Service Excellence

35 Extensive Network SIA Group network reach extending to over 110 cities worldwide

36 SIA Cargo Freighter Service Network Region Station Weekly Frequency SW PAC AKL/SYD/MEL 5x SE ASIA BKK 3x EUROPE AMS/BRU/LHR 6x Region Station Weekly Frequency W ASIA & AFRICA JNB/NBO 1x N ASIA HKG 6x N ASIA PVG 6x (3x via BKK) N AME LAX/DFW 5x + Additional chartered flights mounted upon request

37 Tailored Services Live Animals Aerospace Events Energy E-Commerce Healthcare Perishables

38 Operational Excellence Maintaining High Aircraft Reliability and utilisation 24 x 7 Real time monitoring of aircraft health Focus on critical systems, e.g. - Cargo doors - Cargo loading system - Aircraft Temperature Controls Close working relationship with MRO and OEMs

39 Service Excellence 24 x 7 Cargo Service Center Dedicated team of cargo officers Prioritisation of high profile flights Measured above industry average for service quality and reliability Awarded Best Air Cargo Carrier - Asia by Asia Cargo News

40 Agenda 1) SIA Cargo Corporate Overview 2) Meeting Customers Expectations 3) Continued Excellence

41 Continued Excellence State-of-the-art cool-chain facility for pharmaceuticals and perishables 250,000 tons of annual handling capacity Certification for IATA-CEIV Pharma Leveraging on technology for continuous improvement in: - Aircraft maintenance and troubleshooting - Data Analytics - Cargo temperature logging

42 Thank You

43 Ross Wyeth Vice President, DHL Aviation

44 LINKING MRO & ENGINEERING OUTPUT TO CUSTOMER SATISFACTION The Operational Challenge Ross Wyeth, Vice President, DHL Aviation

45 MAINTENANCE AFFECTS NOT ONLY DHL Spare parts Line Maintenance delays affects thousands of individual customers Heavy Labour Engine Modification Components DHL MRO ASIA October

46 DHL xx NETWORK More than 250 aircraft build up a virtual airline for our global network: Hub & spoke system with 3 global and 18 regional hubs More than 500 airport destinations worldwide 2,380 daily flights (including CAL) and more than 4,500 road movements in our global network Use of over 450 ground line haul operators Mix of capacity for optimized network structure capacity of owned aircraft long-term capacity with partner airlines short-term capacity on other airlines maximum flexibility and high efficiency DHL MRO ASIA October

47 TYPICAL Typical express EXPRESS process PROCESS Origin Service Center Origin Gateway Pickup Reweigh, Image and consolidate Truck to Gateway Sort and consolidate Aviation Hub Connectivity Trans-shipment Destination Gateway Destination Service Center Sort and consolidate Truck to Service Center Arrives With Courier DHL DHL Conference Conference MRO MRO ASIA ASIA October October Delivery

48 SPEAKER PANEL CUSTOMER CENTRIC INNOVATION: LINKING MRO & ENGINEERING OUTPUT TO CUSTOMER SATISFACTION David Bruce Vice President MRO DHL Supply Chain Dr Bicky Bhangu Regional Director, SE Asia, Pacific & S Korea Rolls Royce Gary Ong Senior Manager Engineering SIA Cargo Ross Wyeth Vice President Line Haul DHL Aviation

49 THANK YOU MRO ASIA, Singapore 31 st October 2017