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The Airbus Military Services Model, May 2013

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During the Airbus Military Trade Media Briefing 2013, held on May 29th and 30th 2013, Philippe Galland, Head of Customer Services, provided an overview on the evolution of the Airbus Military services offering for their products.

The global reach of the effort is a core element of the program and the presentation.

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The Airbus Military Services Model, May 2013

  1. 1. CUSTOMER SERVICESPresented byPhilippe Galland / Head of Customer ServicesAirbus Military
  2. 2. Leading with the most efficientand versatile solutionsIntegrated solutionsCustomer supportTraining & OperationsMROEngineeringMaterialIT solutions2
  3. 3. A proven and robust product portfolio3Aircraft in operation Number of FH Total Operators Strategic Operators295225891013+3.261.000 FH+1.200.000 FH+150 000FH+97 000 FH+3302 FH+5000FH*76+10(Surveillance)56+10 (MPA)11+2248All US Operators INTA,MAA, SVA, Thailand (MOAC)Vietnam Marine PoliceSpanish Air Force,French Air Force,Turkish Air Force, USCG,Korean Air Force, UAE Air force, Saudi Airforce, Astralian Air force ,UK air forcePolish Air Force, Brazilian AirForce, Portuguese Air Force,Spanish Air Force, Egyptian AirForce, Indonesian Air ForceSpanish Air ForceBrazilian Air ForceFrench Air Force, TurkishAir Force, UK Air Force,German Air Force, SpanishAir Force, Malaysian AirForce, Belgian Air Force,Luxembourg Air ForceFully proven family of transport and mission aircraft, covering a wide variety ofmilitary missions.* FH for test and certification
  4. 4. Global Airbus Military products & operatorsCanadaRoyal Canadian Air ForceFugro Airborne SurveysUnited StatesAerocontractorsAARCORP (Presidential Airways)BeringBighorn AviationConoco Phillips AlaskaEvergreenHelicopters inc.NavyL3Rampart AviationRyan AirSamaritan’s PurseU.S.Coast Guard *US Special Operations(Lockheed Fort BraggMexicoAir ForceNavyPolicía Federal PreventivaPanamaS.A.N.PanamaColombiaEcuadorArmyNavyAir Force *ArmyNavyBoliviaChileAir ForceAir ForceArmyNavyArgentinaPrefectura NavalArgentinaUruguayAir ForceParaguayTransportesAéreos MilitaresBrazilAir ForceSurinameAir ForceVenezuelaNaval AviationDominican Rep.Air ForceBelgium/LuxembourgCAE AviationUKRoyal Air ForceIrelandIrishAir CorpsFranceAir ForceCentre denssais en volFinet France SASociete AerostockSpainAir ForceINTAGuardia CivilSASEMARSecretaría Gen. PescaServ.Vigilancia FiscalPortugalAir ForceMoroccoRoyal AirForceSenegalAir ForceBurkina FasoAir ForceGhanaAir ForceTogoAir ForceGabonAir ForceAir ServiceRep. of CongoAeroserviceAngolaAir ForceBotswanaDefenceForceSouth AfricaAir ForceFortune AirLesothoDefence ForceZimbabweAir ForceKenyaTurbine ServicesCameroonAir Force *AlgeriaAir ForceLybiaPlanningSecretariatEgyptAir Force *ItalyCom.AeronauticaEmilianaMagister LudiGermanyAir ForceFinlandAir ForcePolandAir ForceCzech RepublicAir ForceKazakhstanAir ForceTurkeyAir ForceCoastguardNavyAfghanistanEastHorizon AirlinesPakistanAir ForceNavy South KoreaKoreaCoast GuardRep. Of Korea AirForceThailandRoyal Thai ArmyRoyal Thai PoliceMinistry ofAgricultureMalaysiaRoyal MalaysianAir ForceMaltaMedaviaJordanRoyal Air ForceSaudi ArabiaRoyal AirForceYemenAir ForceOmanRoyal OmanPoliceRoyal AirForceofOman*UAEAir Force *IndonesiaAirfastAir ForceArmyBouraqDas Dirgantara A.SDerayaIPTNMerpati NusantaraAirlinesMantrustNavyPas Pelita A.SPLP CurugPolriPT-GatariSMAC AustraliaRoyal Australian Air ForceFugro Airborne SurveysSkytraders AustraliaKiribatiAir KiribatiPapua New GuineaPapua New GuineaDefence ForceBruneiAir ForceVietnamMarinePolice1000 aircraft sold 66 countries 138 operators 4600000 Flying HoursA true global presence4
  5. 5. Services strategy reminder5• Technical Publications• Training Services• Technical Support• Spare Parts, Material Support• Configuration management andcontinuous airworthiness1990’sPSS FISSTodayMRO ServicesFleet OperationsEngineering ServicesAdvanced LogisticsPBH ServicesDepthMaintenance ForwardMaintenanceAircrew &ResourceManagementMissionPlanning andOperationsOperateCustomer’sMissionSupply ChainManagementFISS for all ProgrammesFleetManagementMissionTrainingWorldwidedeploymentFutureProduct Support & Services Full In-Service SupportEnsure sustainable & profitable growth becoming the ServicesModel for all programmes (M&L/MRTT and A400M)
  6. 6. FISS Model approach6•To obtain best operational performance and benefit from an integratedservice focused on customer needs•Full in Service Support including different packages, from spare partsavailability(FISS Material) to Mission availability(FISS Mission)Key advantages Customerfocus on their business Fixed budget Spare part availability guaranteed Fleet availabilityguaranteed Mission availabilityguaranteedFISS = Fixed Budgeting +Guaranteed Availability in a SingleContract
  7. 7. FISS customers distribution7MexicoFISS material:C295(6) (SEDENA)FISS material:CN235(2)(SEMAR) &C295 (4) (SEMAR)U.K.FISS mission:A330 FSTA (14)FinlandFISS fleet: C295 (3)ColombiaFISS material: C295(4)BrazilFISS material:C295 (12) & P3 (9)FranceFISS material:C212(3)FISS fleet:CN235 (23)FISS: A400MPortugalFISS fleet:C295 (12)SpainFISS material:CN235(GC)(2) & P3 (EA)(3)FISS fleet: C 212 (MAPA)(3)FISS mission: C212(SVA)(4)Airbus Military accumulates more than 23 years ofexperience in providing Full in service support (FISS)UAESaudi ArabiaFISS: MRTTFISS: MRTTAustraliaFISS: MRTTTotal : 87 aircraft/ 11 customers / More than 35000FH/yearBlue = FISS contract 2012-2013
  8. 8. Services Revenues Evolution (2012-2020)82012 2013 2014 2015 2016 2018 2020CAGR:14.42%Thecontinuousgrowth inservices hasproduced arobustorganizationready to takeon the A400MChallenge.
  9. 9. Services transformation9 Huge transformationproject has beenconducted from 2009 inorder to secure A400Mand MRTT Entry intoService ramp up ofactivities and improvecustomer satisfaction. It covers all theServices Centers ofcompetences. Commitments havebeen taken in front of thecustomer to show facts &evidence of itsimprovements in 2013
  10. 10. We offer the best support solution whenand where customers need itSwedenFinland• JyvaskylaPoland• Warsaw• MielecTurkey•KayseriVietnamAustralia• BrisbaneIndia• BangaloreU.A.E• Abu DhabiArabia Saudi• RiyadhGabonGhanaEcuadorUnited states• AlabamaPortugal• AlvercaSpain• Valencia• Madrid• Seville• Las palmasFrance• Creil• Dinard• ToulouseGermany• HamburgPanamaKoreaAM services centersAM services external networkMost recent working parties10Customer Service presence in more than 60 countries.
  11. 11. Most recent new services facilitiesArabia Saudi• RiyadhBrazil• Rio de JaneiroColombia• BogotáFrance•OrleansU.K.• Brize Norton11Indonesia• BandungU.A.E• Abu DhabiChile• Santiagode chileFuture developmentsNew services facilities 2012-2013
  12. 12. Selected Services campaigns12SpainFranceOmanCanadaUSAColombiaPeruChileBrazil•Air force: P-3:Spares•FISS: A400M•Air force: CN235: FISS•Air force/DGA: A330: ILS•FISS: A400M•Air force 5 C295:FISS•USCG 4 CN235:FISS•FMS: 10 CN235: ILS•Navy: ·NC235: ILS•Air force C295.ILS+FISS•Air force: C295:Spares/GSE•Air force 3C295AWS:FISS•Navy: 3C295: Spares•Air force 6 C295: FISS•Air force: 3C295TR &3C295MPA: ILS•Air force: P-3:MRO•Air force: 12C295: FISS•Air force 4C295: FISSIndia•Air force: 6 A330:FISS•Air force: 6 A330:ILS•Air force: 56C295TR:ILSKazaskhstan•Air force: 8 C295:FISS•Air force: 2C295:ILSGhana•Air force: 2C295: ILS+FISSIndonesia•Air force C295:ILSPoland•Navy: ·3C295AWS:IPL+ILS•Air force: C295: FFSCameroon•MoD: CN235MPA:ILSEgypt•Air force:C295:ILSU.K.•Air force:A400M:FISSBelgium•Air force:A400M:FISSGermany•Air force:A400M:FISSLuxembourg•Air force:A400M:FISSTurkey•Air force :A400M:FISS•Air force A400M:FISSMalaysia
  13. 13. A330MRTT already in serviceDelivered 13Aircraft:5 RAAF4 FSTA3 RSAF1 UAESupport inplace: QantasAir tankerECASAMMROCOperationaldata: 3302 FH1433 FlightsIn service as ofJan 2013More than12000 sparesand GroundSupportEquipments´delivered.13
  14. 14. MRTT- RAAF- Australia14ACHIEVEMENTS:5 A/C in Service operated by RAAF / 2 years total operationFull in Service Support contract has been signed for 22 years. Qantas Defense (QDS)is prime contractor providing on site support to the RAAF with the support of AirbusMilitary in back office as aircraft OEMContractor Support Organisation (CSO) responsible for managing all engineering andILS supported by Airbus MilitaryRAAF will perform Operational Maintenance and QDS will be responsible for deepermaintenanceRAAF Computer based training successfully installedNEXT MILESTONES:Spare Parts Catalogue:Spares & GSEs Delivery &AcceptanceTraining Coursesapproved by Commonwealthof Australia
  15. 15. MRTT- FSTA- UK15ACHIEVEMENTS:Local footprint in UK – AM subsidiary located in AirTanker Services facilities (deployed team of 5 people)Operation under Civil and Military registerEASA Part M & Part 145 approval for Air TankerServicesFirst two C-check on time for Voyager AircraftTechnical queries performance: 98% on timeFlown virtually every day – extremely high reliabilityMILESTONES 2013:Batch III Spares & GSEs Delivery& AcceptanceRelease to ServiceEnhanced Defensive Aids System
  16. 16. MRTT- RSAF – Saudi Arabia16ACHIEVEMENTS:Airbus Military provides:Three year total support package starts at a/c 1delivery Further three-years of Full In Service Support arebeing negotiated Initial training + Training devicesFull in Service support Local support (35people)In-service OEM support (from Spain) Repairs and mandatory service bulletins Major sparesPlus RSAF creating own training centre Air to Air trials in Spain with EF2000 and TornadoMILESTONES 2013:Spares & GSEsDelivery &AcceptanceTraining Courses
  17. 17. MRTT- UAEPágina 17Aircraft acquisition includes from Airbus Military… 3 aircraft (first delivered 2Q13) Initial support packageFull integrated Support provided by (AMMROC) forUAE with Airbus Military support as aircraft OEM.includes…Aircraft maintenance managementEquipment repairs and reprovisioningAircraft manufacturer supportTraining devices maintenanceACHIEVEMEMTS 2012:Operational test and evaluation phase successful inUAEAMMROC partnership in place EIS team ready for local support Most of the first batch of spares for EIS deliveredMILESTONES 2013:IntegratedProceduresTrainer /Part Task TrainerDelivery & AcceptanceBatch III Spares &GSEs Delivery &AcceptanceBatch III Training
  18. 18. A400M Entry into service : FranceA400M entry into service is a real challengefor our teams and we are now all ready toprovide an outstanding performance.A400M first customer: France signed a customized Support Contract in February 2013for an initial period of 18 months.France is relying on two elements to achieve a successful service of its new A400M :Training: A training centre is under development in Orleans and will bemanaged by Airbus MilitarySupport: Classical support, provided through the Launch Contracts will becomplemented by Customised support,24
  19. 19. A400M - France: Service and supportFull In Service SupportClassicalsupportservices- ILS(spares, techsupport,….)CustomizedsupportcontractMaintenanceassistance &trainingFleetmanagementTechnical support25Willbe combinedto offer a fullservice coveringSpares & repairsupply chainoperation
  20. 20. French AF support organisationFAF base in OrleansAiM subsidiary inOrleans (~25people)LINEMAINTENANCEProp/Batt/Tyres shopsINTEGRATION of all servicesFleet Mgnt SupportMAT. SUPPORT TECH. SUPPORTMAINTENANCELocal WHoperationA/C Maintenanceteam+ QEC BayCSRs+Tech Eng.Order DeskShipmt - RepairSuppliers MgmtSIAé+San Pablo MROAMTAC+Design - OEMsAiM back-officeA fully integrated service coveringall maintenance activities,provided to FAF through localsubsidiary, and supported by allback–office specialists and MROS
  21. 21. Turkish AF support organisationTURAF base inKayseriAiM subsidiary inKayseri (~10people)MAINTENANCEProp/Batt/Tyres shopsMAT. SUPPORT TECH. SUPPORTMAINTENANCESparessupply chainmgtA/C Maintenanceteam+ QEC BayCSRs.Order DeskShipmt - RepairSuppliers MgmtTURAF MRO+San Pablo MROAMTAC+Design - OEMsAiM back-officeTURAF services scope is underfinalisation; same principle applieswith a local subsidiary acting asthe prime interface with TURAF
  22. 22. A400M Entry into service: UKSupport:Airbus Military is currently negotiating with both UK & FR a joint customisedsupport contract to offer a full service to support A400MTrainingUK training service contract was signed in February 2013, covering a fullinstallation and operation of UK training centre in Brize Norton by Airbus Militaryand Thales.UK22
  23. 23. A400M Customer Nations programme8 Countries, 8 Operators, 174 Aircraft2350A400MFrance201310A400MTurkey201353A400MGermany201422A400MU.K.20144A400MMalaysia201527A400MSpain20167A400MBelgium20191A400MLuxemburg2019All Nations are benefitting from the jointly contracted IntegratedLogistic Support elements of the Launch Contract.The additional customized Full in-service support elements arefollowing the plan:FISS offer delivered to Turkey in March 2013.United Kingdom FISS contract expected end 2013.Germany will issue RFP before year end.
  24. 24.  2011 AIRBUS. Todos los derechos reservados. Documento confidencial. Este documento y toda la información contenida en el mismo es propiedad exclusiva de AIRBUS. La entrega de este documento o ladivulgación de su contenido no otorga ningún derecho de propiedad intelectual a su receptor. Tampoco podrá ser reproducido o desvelado a terceros sin el consentimiento expreso por escrito de AIRBUS. Ni estedocumento ni su contenido podrán ser utilizados con otro fin que no sea aquél para el que han sido entregados. Las manifestaciones expresadas en este documento no constituyen una oferta comercial. Están basadas enlas premisas mencionadas en el mismo y han sido realizadas de buena fe. Para cualquier aclaración dirigirse a AIRBUS.AIRBUS Y AIRBUS MILITARY, sus logotipos y los modelos A300, A310, A318, A319, A320, A321, A330, A340, A350, A380, A400M, A330MRTT, C212, C295 y CN235 son marcas registradas.24