In my customer support
job here at Boeing, which I find very exciting, people seldom come
to me with good news. They almost always want to talk about a problem,
and it’s usually related to one of three things: an airplane on
ground (AOG), an airplane that’s nearly grounded for various reasons,
or poor dispatch reliability.
When we’ve developed
solutions to these problems, our airline customers have said, "Boeing,
you’re too slow to solve our problems, and when you do solve them,
it’s not with usthe airlinesin mind. It would be nice
if you took our inputs before you started working on the answer."
This is the same comment all airplane manufacturers hear, by the
We have developed a solution
for this: our Fleet Team® Resolution Process, or FTRP. It’s
part of our Fleet Team® initiative, which we discuss in an article
that appears in this issue. The FTRP is our attempt to start
with a clean sheet of paper and to involve our customers heavily
in the process of solving in-service problems.
The FTRP is different
from our previous approach in several significant ways: