Support and Services Overview

July 2006
Contents

ƒ Start-up Support and Field Services

ƒ Fleet Services
ƒ Bombardier Approved Q Series Training
• Simulator Locations Worldwide
ƒ Spares Services
ƒ In-Service Engineering and Technical Help Desk
ƒ Supplier Liaison and Warranty
ƒ Maintenance Engineering
ƒ Customer Support Account Managers
ƒ Technical Publications
ƒ Customer Response Centre
ƒ British European Aviation Services
ƒ Regional Aircraft Customer Support On-Line (RACS)
 Bombardier has the Right Resources and Tools

Start-up Field Service Training Organization Spares Services

On-site flexible support team
Dedicated on-site experienced Flight and maintenance training in the state-of Flexible logistical programs and
(flight and technical operations)
technical consultants the art facilities, lead by experienced staff services to meet Operator needs

In-Service Engineering Technical Desk

& Fleet Services
Assist in troubleshooting
Quick response to address and support 365 days, 24/7
repairs and emergencies

Supplier Liaison Maintenance Customer Support Technical

Engineering Aircraft Services
Managing the direct Account Managers Publications
customer-to-supplier Line and Heavy
Continuous optimization of Represent Customers’ interests in Data management and
relationship maintenance services
maintenance program and costs Bombardier and with suppliers digital delivery

The Q200 and Q300 benefit from complete support package

Start-up Support and Field Services

ƒ Support aircraft operation and the transfer

of technical knowledge to the Operator’s
staff
ƒ Assembled to meet the specific needs of
the Operator
Field Service Representatives:
ƒ On-call permanently (24 hour, 7 days-a-week)
ƒ Information resource and conduit between Operator and
Bombardier for:
• Technical advice & troubleshooting assistance
• Procedural information
• Expedite needed parts

Start-up services customized to Operator’s needs

Field Services assist to maximize aircraft utilization
 Fleet Services

ƒ Committed to providing complete, cost-effective and flexible support to

Operators world wide

ƒ Coordinate labour resources, service facilities and project management

to support hands-on activities on the aircraft including:

• Modification program support

• Short-term on-site maintenance support

• Drawing/data sales and P&O requests

Cost-effective and flexible support

 Bombardier Approved Q Series Training

ƒ Full range of simulators and training devices

world-wide

ƒ Training programs tailored to meet any

Operator’s needs and all regulatory
requirements

• Flight Training

• Maintenance Training

Customized Q Series training programs

 Q Series Simulators Worldwide

8
7
14
-
12 6
2 1/11
3 5
15
4

1. Toronto – FSI
1 x Q100/200/300
1 x Q400
1 x Q100/300

2. Seattle – FSI
1 x Q100/200/300
1 x Q400
1 x Q100/300 9
6. Paris – FSI 10. Melbourne 13
3. Charlotte US Airways 1 x Q 100/300 1 x Q100/200/300
10
1 x Q100 7. Stockholm SAS 11. Toronto – CAE 14. Farnborough
4. Atlanta FSI 1 x Q 400 1 x Q100/300 1 x Q400 Q4 2006
1 x Q 100/200/300 8. Oslo - SAS
5. Madrid Air Nostrum/CAE 12. Vancouver – CAE/Air Canada
1 x Q100/300 15. Japan
1 x Q 300 - 1 x Q 100/300
9. Sydney – Qantas 1 x Q400 Q4 2006
1 x Q100 13. Auckland
1 x Q100/200/300
Spares Services

ƒ Initial and re-provisioning services assist

Operators with the selection of spare
parts and ground support equipment
ƒ AOG (Aircraft on Ground) services
• 24 hours a day, 7 days a week,
365 days a year
ƒ Dedicated Customer Account Service Teams (CAST)
ƒ Customized Spares Programs to suit Operator’s needs:
• Spare Parts Sales
• Component Leasing
• Repair and Overhaul
• Rotable Component Management
• Spares Review Boards

Dedicated resources for quick response

Bombardier Spares Support

Chicago Frankfurt

Beijing

Sydney
In-Service Engineering and Technical Help Desk

ƒ Primary focal for any Operator technical requests

(24 hours a day, 365 days a year):
• Provides prompt, responsive solutions to day-to-day
technical issues to return the aircraft to
service
• Mobile Repair Team (MRT) performs in-field
repairs for a prompt aircraft return to revenue service
• Aircraft structures and systems support for Operators for all required
major modifications

ƒ Technical Steering Committee (TSC)

• Quarterly meeting to monitor and address top in-service issues

Support for prompt return to revenue service

Supplier Liaison and Warranty Overview

Supplier Liaison Group

ƒ Act as an interface between Operators,
Suppliers and Procurement
ƒ The Issues Center is dedicated to addressing
supplier-related issues as quickly as possible

Warranty Group
ƒ Proactive adjudication of all Operator claims
and free of charge (FOC) orders/quotes

Responsible to ensure supplier support of in-service issues

Maintenance Engineering

ƒ Maintenance Programs and Planning

• Optimize aircraft maintenance program and customize
maintenance program development process with
airlines, regulatory authorities and suppliers

ƒ Maintenance Data Analysis

• Identify trends in maintenance data and adjustment of
maintenance programs to protect flight schedule integrity

ƒ Aircraft Economics Working Group

• Ensure cost targets on aircraft components are met
• Continuously reduce life cycle costs

Define the most optimal and economical

maintenance program for each Operator
Customer Support Account Managers (CSAMs)

ƒ Dedicated to provide Operators with

support to ensure the highest level of customer
support, and to communicate within
Bombardier the Operators’ changing needs

• Regular communication with Operator to provide visibility on issues

relating to the operation
• Perform visits to Operator to provide status on updated Action
Register items and follow-up with Operators to close out items
• Involved to assist, monitor and escalate Operator issues

The CSAM is the voice of the Operator within Bombardier

Technical Publications

ƒ Complete aircraft technical documentation designed to address a

complete spectrum of Operators’ maintenance and support
requirements

• Deliver digital data to meet operators’ needs

for efficient distribution, re-use of the manual
content and rapid incorporation of change

• Reduce manual revision cycle time to enable

future “real-time” updates

Faster flow of information for efficient aircraft

operation and maintenance
 Regional Aircraft Customer Response Centre
ƒ Single point of contact 24/7 for all routine, critical and AOG requests
from Operators

ƒ Cross-functional coordination
provides rapid and effective
handling of requests to return
aircraft to service
• Technical Support
• Technical Publications
• Supplier Liaison
• Parts Logistics

ƒ Virtual connection (audio & video) between CRJ and Dash 8 Q Series
facilities
• Dash 8 Q Series facility Complete
• CRJ facility Complete
British European Aviation Services (BEAS)
- European Q Series Service Facility

ƒ Located at FlyBE service facility in Exeter, UK

ƒ Authorized to perform “C” checks and other heavy
maintenance on Q Series aircrafts
ƒ Able to perform aircraft modifications and upgrades
on Bombardier’s behalf
ƒ Offers industry-leading support, with fixed-cost
scheduled heavy maintenance with guaranteed
turn times
ƒ Provides predictable costs and maximizes revenue
generation potential through optimized aircraft
availability
ƒ Reputation for excellence and quality of workmanship
Heavy Maintenance turn-around time guarantees
www.flybeas.com
Regional Aircraft Customer Support On-Line (RACS)
ƒ Dedicated on-line presence for Bombardier Regional Aircraft
Operators

• Single point of entry for all Customer Support information

• Regularly updated information related to the maintenance and
support of the worldwide fleet
• Technical Publications
- Digital manuals, publishing schedules, temporary revisions
• Updates regarding and existing or upcoming modifications to
maintenance programs
• Warranty and contact information of Bombardier’s partners and
suppliers
• Technical Help Desk Library
- Service Letters, In-Service Activity Reports, Repair Engineering
Orders
• On-line spares pricing and availability updated daily
www.racs.bombardier.com
With Bombardier You Will Succeed

9 The largest commitment of manpower in the

regional aircraft industry.

9 Customer support activities start from the initial

introductions and continue throughout its
utilization life.
9 Dedicated resources providing:
9Expert field support
9Responsive repair team support
9Highest customer service standard
9Pertinent training
9Effective supplier interaction

Bombardier succeeds when the

Operator succeeds
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