The center began full
operation last July after completing a limited three-month trial
run. Since then, the center has resolved nearly 1,700 AOG-type situations
for approximately 250 airlines. On average, we have responded with
a solution to each customer problem in 1.5 hr. So far, the quick
access to information in our sophisticated databases has saved our
customers an estimated $17 million.
has played a big role in making the Rapid Response Center possible.
Much of the company’s technical documentation is now stored digitally
and is immediately available to center personnel on line. Just over
a year ago, much of this information was available only on paper.
Having the right people
and the right tools in place makes it possible to respond to customer
service requests much more quickly. For example, we have saved considerable
time by greatly reducing the need to call off-duty Boeing engineers
and technical experts during the night and on weekends.
To date, Rapid Response
Center services are limited to operators of premerger Boeing commercial
airplanes. We expect to extend our coverage to Douglas-model airplanes
in the near future. Until then, calls regarding those models will
continue to be supported by the Long Beach division 24-hr support