Bombardier Inc. Class A · TSX:BBD.A
Bombardier Inc. Class A — EBACE 2011
22 slides from Bombardier Inc. Class A's conference presentation, May 18, 2011
Slide 1: Our journey to put Customers First
Our journey to put Customers First. James Hoblyn President, Bombardier Customer Services & Specialized and Amphibious Aircraft EBACE 2011 Geneva, Switzerland
Slide 2: Today's Agenda
Today’s Agenda Putting Customers First Announcements 2
Slide 3: Today's Agenda: Putting Customers First
Today’s Agenda Putting Customers First Announcements 3
Slide 4: You.First.
A single promise defines our mission and drives our team You.First. 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 customers remain at the forefront and provide the backing of an entire organization committ
Slide 5: Greater Customer Satisfaction for Business Aircraft
With a bold strategy in hand, we are generating greater Customer Satisfaction for Business Aircraft 5.0 In-Service Satisfaction Trend 4.5 4.01 4.16 4.15 4.0 3.92 Average Survey Score 3.58 3.5 3.33 3.33 3.20 3.11 3.0 2.5 2.0 Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Wave 6 Wave 7 Wave 8 Wave 9 (May 06) (Nov
Slide 6: Shared and united focus: Commercial Aircraft following trend
Shared and united focus: Commercial Aircraft following trend Commercial Aircraft: Common Priorities: Customer Engagement Trend Leveraging our cross-industry 5 expertise Customer Engagement Trend 4.5 • Operational standards, safety and 3.78 3.77 3.84 improved reliability 4 3.57 • Supplier Management
Slide 7: Our promise fuels our strategy
Our promise fuels our strategy Quality Responsiveness International Deployment 7
Slide 8: Our promise fuels our strategy
Our promise fuels our strategy Quality Responsiveness International Deployment 8
Slide 9: Recent quality accomplishments for Business Aircraft
Recent quality accomplishments for Business Aircraft PARTS QUALITY Taking a stand on NFF/DOA parts GUARANTEE No charges when we don’t deliver quality PARTS PRICE Price-matching initiative for Business MATCH Aircraft customers world wide Promotion on both rotable and consumable parts Prices
Slide 10: Our promise fuels our strategy
Our promise fuels our strategy Quality Responsiveness International Deployment 10
Slide 11: Recent responsiveness accomplishments for Business Aircraft
Recent responsiveness accomplishments for Business Aircraft EXPANDING MRT European Mobile Repair Team expanding CAPABILITIES resources by 30 per cent PARTS EXPRESS Service now covers Europe, Middle East, IN DUBAI Africa and Asia 11
Slide 12: Bombardier PartsExpress, now out of Dubai
BOMBARDIER PARTSEXPRESS, NOW OUT OF DUBAI. GOING FARTHER TO PUT YOU AT BOMBARDIER?, CUSTOMER SERVICES, OUR DEDICATION TO PUTTING OUR CUSTOMERS FIRST EXTENDS AROUND THE WORLD. RISE IN THE MIDOLE EAST, AFRICA AND PARTS OF PARTS AND PEOPLE FAST, 10 RESOLVE AOG BUSINESS TAKES YOU, YOU CAN COUNT ON
Slide 13: Our promise fuels our strategy
Our promise fuels our strategy Quality Responsiveness International Deployment 13
Slide 14: Recent international accomplishments for Business Aircraft
Recent international accomplishments for Business Aircraft Regional Support Offices (RSO) opened MORE PEOPLE ON in Dubai, Mumbai and Hong Kong THE GROUND 18 international hires in 2010 GROWING New Authorized Service Facilities: MAINTENANCE Arab Wings (Jordan), AV West (Australia) NETWORK Bom
Slide 15: We are The Global Network
We are The Global Network BOMBARDIER COMPETITOR COMPETITOR #1 #2 Field Service and 187 79 40 Support Staff Wholly Owned and Authorized Service 63 32 23 Facilities Parts Depots 10 3 12 Parts In-stock $1.4B $0.5B $1.2B Worldwide Source: Business Aircraft Competitors: Based on their respective websites
Slide 16: Increasing our Regional Presence: Parts Network
Increasing our Regional Presence: Parts Network Americas Europe, Middle East & Africa Asia / Pacific CHICAGO FRANKFURT Tokyo Beijing Dubai Hong Kong Singapore Sao Paulo Sydney Current Hub Current Depot Future Hub Future Depot 16
Slide 17: Today's Agenda: Announcements
Today’s Agenda Putting Customers First Announcements 17
Slide 18: Smart Services for Bombardier Business Aircraft
Smart Services for Bombardier Business Aircraft Smart Parts celebrating 25 years and more PROVEN than 1000 aircraft currently enrolled PREDICTABLE Improves predictability of maintenance costs SIMPLE Simplicity of monthly flight-hour service fees— expandable to other services 18
Slide 19: One integrated agreement
Smart Services expanding to respond to customers’ needs One aircraft or a fleet ENGINE PARTS COVERAGE MAINTENANCE TRAINING One integrated agreement 19
Slide 20: Breakthrough Deal: NetJets Service and Support Agreement
BREAKTHROUGH DEAL Innovative and Integrated Service and Support Agreement Endorsement for Bombardier’s Services and Support Capabilities Line and Heavy Aircraft Maintenance Services Around the Globe, not just in the Americas Complete Parts Support Smart Parts Complete Logistical Coverage
Slide 21: Bombardier and NetJets representatives
James Hoblyn, President, Bombardier Customer Services Chuck Suma, Senior Vice President, NetJets Gary Martin, Vice President, Bombardier Customer Services 21
Slide 22: Thank you
Thank you http://customerservices.aero.bombardier.com 22