Since the "14th Five-Year Plan", the company has grasped the characteristics of aviation equipment service guarantee, and further deepened the service guarantee system by focusing on process reshaping, system optimization, platform construction, system guarantee, mechanism innovation, management strengthening, brand building, and cultural cultivation. Construction, boosting "combat effectiveness" with "service capability", ensuring that helicopter equipment "works" and "easy to use", meeting the practical needs of users for actual combat training.
System optimization System guarantee
In accordance with the requirements for the construction of the equipment quality management system in the new era, Changfei Company started from the aviation industry process classification framework (PCF) and the main business of the company's own aviation equipment service guarantee to build and optimize outfield service information, technical assistance, on-site services, aviation spare parts, There are more than 100 service guarantee business processes at all levels, such as technical data and user training, and more than 40 new edition, revision, and version change systems, in order to consolidate the foundation of the service guarantee system and process system, and ensure the rapid, standardized and effective development of various service guarantee businesses.
Make the five areas stronger and better, and the Quick Sound Center better and stronger, build a platform for service guarantee work, and achieve systematic guarantee. The company continues to promote the standardized construction of the service center in the area, firmly grasps the two keys of "product" and "user", realizes the institutional management and intensive service of the service guarantee business, and forms a "headquarter as the center, the area as the starting point, and the site as the center". The "1+5+N" three-level service guarantee model of the tentacles gives full play to the "window" effect and "regional + linkage" role of the service center in the area, and exchanged experience at the 2021 annual service guarantee work meeting of the group company. Since the company established the rapid response center in 2015, it has gradually established a remote video fault diagnosis system and a rapid response mechanism for field problems, effectively playing the role of the information integration center, and realizing the collection and classification of field problems, risk assessment, plan management and control, process feedback, return Zero supervision of the whole process control.
Mechanism Innovation Management Strengthening
Changfei Company has innovated the service guarantee mechanism and improved the effectiveness of informatization guarantee by adopting a series of measures such as daily management and control, one case, one order, multi-party linkage, tour and training, and the construction of an "informatization system".
Establish a "quick response" mechanism to improve the efficiency of dealing with field problems. Formulated the "Outside Problem Management Procedure", "Outside Helicopter Service Information Management Procedure" and other documents, unified problem reporting channels and standardized the reporting procedure according to the requirements of "one case, one single", and realized the "consistent channels, standardized format, information comprehensive and fast processing”.
Innovated the mechanism of "daily management and control of incomplete helicopters in the field" to promote the improvement of the integrity rate. Give full play to the overall role of "main engine taking the lead", divide the responsibilities and consolidate the main responsibilities, and implement the full life cycle management and control model of "helicopter within warranty is guaranteed by the site, and helicopters that are out of warranty are managed and controlled by the area"; Classified according to major repairs, regular inspections, missing parts, faults, etc., and cooperated with research institutes and supporting units to promote the "problem items", the real-time monitoring of the status of various types of helicopters in the field and the rapid improvement of the integrity rate have been achieved.
Establish a mechanism of "contact and linkage between military, factories, institutes and suppliers" to achieve multi-level collaboration. Optimize the "special task guarantee" mechanism to improve service quality and efficiency. Explore the new mechanism of "service as a profit model" and create a service guarantee brand. It has carried out the exploration of "service as a profit model", created and cultivated service guarantee brands such as "inspection and training", "inspection and maintenance", "deep training" and "flying staff interpretation", and established a new mechanism for paid technical services. Build an "information system" and increase the "health management" of the fleet. Under the unified IT framework system of the aviation industry, a unified, comprehensive, integrated and real-time "aviation equipment service assurance information system" will be established. Regular inspection cycle, life parts, risk control and other conditions are managed and controlled, providing data support for equipment precise technical services, and realizing status monitoring, triggering early warning, early intervention, and rapid response.
Take the "Recommended List of Aviation Materials" as the traction to improve the guarantee capability of aviation materials and spare parts. According to the flight hours of the fleet, the consumption of aviation materials, historical failures and other factors, do a good job in annual demand analysis and forecasting, and use the "Recommended List of Aviation Materials" as the traction to realize the "three-in-one" of "demand information" for agencies, users, and companies. The demand and ordering of aviation materials tend to be more scientific and reasonable, so that we can catch up early and often. At the same time, the aviation material delivery work is integrated into the company's production and manufacturing system, and information management tools are used to realize the whole process control from ordering, production scheduling, shipping, and settlement, and achieve "same plan, same production scheduling, and same assessment".anti drone laser system
Value leading culture cultivation
Changfei Company has regularly held the "Summary of After-sales Service Support Work and Thought Seminar" to lay a solid foundation for the ideological foundation of service support and strengthen the sense of responsibility of "the first responsibility of the strong army and the main responsibility of the main engine".
The company adheres to customer-centered, market-oriented needs, gives full play to the role of "cultural power", and regulates in terms of concepts, values, service concepts, mission responsibilities, etc. And the code of conduct of "system thinking, accurate discovery, rapid response, efficient execution, strong guarantee, and comprehensive coordination" has been recognized and followed. At the same time, strengthen the research and application of "customer service culture based on the characteristics of aviation equipment support", and publish the results in the core journal "Aeronautical Engineering Progress", deepen the cultivation of customer cultural characteristics based on "one heart and diversity" in an orderly manner, and practice "aviation engineering". Able to serve the country and strengthen the country with aviation".
