Eurocopter Pledges Better Support, Logistics and Training are Targeted

"We want our customers to be happy." So says Christian Gras, the former American Eurocopter chief who has relocated back to the French parent company to oversee world service and support initiatives.

Service is touted as the number one priority at Eurocopter, where executives remain perplexed at how they might better get across the message that things are indeed changing now that the world's leading helicopter manufacturer is a truly private company-with customer satisfaction a top corporate goal.

"We need to work on this perception," Gras told reporters here Sunday.

"We are absolutely focused on improving our support," seconded Rudy Palladina, who took over the American Eurocopter presidency this past autumn. He noted fundamental challenge that exists when a company is supporting 15 aircraft types, rising to 17 now with the new EC 155 and even newer EC 130 B4, which was unveiled here, and the first example delivered, only yesterday.

Eurocopter service initiatives this year include placing more technicians in the field, improving logistical support, and providing better training.

The European helicopter giant is working with Thales, the former Thomson-CSF, to develop new Level D simulators for Eurocopter's wide aircraft line. New sims under the Eurocopter-Thales "Helisim" initiative will be installed by the fourth quarter of this year, Gras pledged. One Helisim distinction will be mission-specific helicopter pilot training, he said.

Another priority is logistics, i.e. parts distribution and delivery, Gras said. To better get parts into customers' hands Eurocopter is improving Internet access to information (technical manuals and parts catalogs are all available on CD now too) and Internet parts ordering and swap capabilities, and is electronically linking its three major parts warehouses-in Paris, Texas and Asia. This is "not easy at all," Gras said, stating that it will take until 2002 for full interconnectedness to be achieved between the three facilities.

Another way to save customers money is to perform parts repair rather than replacement. This strategy is already being implemented, particularly in the area of main gearbox case repair, Palladina said.

Better customer-support relations with vendors, particularly enginemakers, is another target area, said Gras, who acknowledged that operator dissatisfaction with engine support has actually led some Eurocopter operators to replace existing powerplants. "They are not happy with Turbomeca support," Gras said. "We decline any responsibility" for such engine replacement work, Gras said. "We don't support it."

But Gras said Eurocopter is talking with Honeywell Lycoming to see if some accommodation regarding Eurocopter re-engining might be reached.

Eurocopter says it has 200 technicians ready to travel out of 30 worldwide maintenance centers. There are also about 50 Eurocopter distributors and agents ready to provide customer support.

Rich Piellisch