This July we will celebrate
the first anniversary of the Rapid Response Center. The RRC, as
we call it, is our one-stop source of help for customers’ airplane
on ground (AOG) situations outside of normal working hours: at night,
on weekends, and during holidays. The intent of this Boeing Customer
Support organization is to provide operators with real-time help
during those periods when help is difficult to find.
Though Boeing has always
offered around-the-clock support to our customers, this is the first
time we have assembled a broad team of technical experts in one
room. The RRC is based at Boeing Customer Support in Seattle, Washington,
and is linked by videoconferencing equipment to our satellite office
in Everett, Washington.
In the past 12 months
we have assisted 400 operators with nearly 5,000 AOGs while averaging
a response time of 1.6 hours. We estimate that the resulting savings
to our customers was about $50 million. We have not always been
perfect in our ability to respond, but we have been close. We met
our customers’ expectations 96 percent of the time, and we’re getting
even better. Our priorities continue to be real-time active AOGs,
pending AOGs, and hangar work stoppages (hangar AOGs).
During the Boeing strike
earlier this year the RRC had to operate at reduced capacity, and
the volume of technical problems was overwhelming. We brought in
several extra people on a temporary basis and were able to at least
help resolve most active and pending AOGs. Shortly after the strike
ended we were back to our normal level of support.