Customers are my source of inspiration!
Customers are my source of inspiration!
Hi, I’m Mike Vallillo and I have recently been appointed the Head of Customer Experience for Europe, Middle East, Africa and India (EMEAI) for Honeywell Aerospace. Entrepreneur and author Alan Weiss suggests that companies “ask Customers to be part of the solution, and don’t view them as part of the problem” and I couldn’t agree more.
I am very excited to sit and talk with our Customers, Dealers and OEM partners – and more importantly, to listen and learn their frustrations, their pain points, their perspectives and their ideas. As the largest stakeholder in our support model, I want Customers to be an integral part of our Customer Experience philosophy.
Honeywell has integrated Customers through the Global Customer Committee (GCC). The GCC is an independent body of aerospace professionals that works jointly with Honeywell to bring about improvement in aircraft, equipment, operations and services. This is done, simply, by seeking inputs from members on any concerns and issues based on the operator's experience, and to represent those issues to Honeywell.
My interest and interaction with our Customers will be more granular. Take, for example, Pilatus, one of our key OEM partners in Europe. Honeywell has a long and proud history of supplying cockpit technologies and other components to the Pilatus fleet. From the incomparable PC-12NG to the new PC-24 Super Versatile Jet, this history of collaboration with Pilatus is made richer still through the open collaboration, co-creation and innovation that exists between Pilatus owners, dealers and operators, Pilatus and Honeywell. I can think of no better example of the voice of the Customer helping to influence and shape the evolution of an aircraft. As Head of Customer Experience for EMEAI, Owners and Operators of Pilatus aircraft will be amongst my top priorities ensuring that we continue to listen, continue to collaborate, and continue to innovate based on their Honeywell experience.
I place a premium on our standing in the annual OEM surveys, which I view as an important benchmark of both our products and our Customer support. The candid results and feedback gained through these surveys help us monitor our strengths and successes and, more importantly, identify areas for continued improvement and investment. I am pleased to report that our performance in a number of these industry surveys show a consistent improvement and I look forward to seeing the results of the AIN Product Support Survey which should be published next month.
With the increase in flight hours following the relaxation of lockdown restrictions, we want to make sure our Customers are ready and able to return to the skies – not grounded due to unscheduled maintenance. With that in mind, we have implemented several initiatives to support our Pilatus Customers in region. These include:
Aircraft on Ground Support – one of the biggest areas on which Customers have continued to provide feedback and ideas has been our ability to respond effectively to AOG situations and the extreme disruption they cause. In 2021, we’ve initiated a strategic project to optimize AOG support and this has already led to the implementation of some changes to improve our Customers experience, with a new AOG Director and dedicated team to reduce AOG order and turnaround times – including direct AOG ordering through the MyAerospace portal.
Enhanced Structure and Support Model – I’ve restructured our Pilatus Customer support team and now have a dedicated Customer support focal for Pilatus Operators and Dealers to deliver local, in-region support, reducing time zone delays and providing support when and where it’s needed most. We’re also working to consolidate the various sources of data into a single source of truth – which will facilitate data analysis, trend monitoring and expedited decision making.
SPEX Pool – Supporting both general aviation and business aircraft since 1954, our renowned Spares Exchange (SPEX) program provides LRU exchanges and rentals for both warranty and non-warranty AOG situations. As we exit the darkest days of the pandemic, Honeywell has significantly increased the value and availability of stocked inventory, both globally and regionally in EMEAI. We have some 1,600 avionics and mechanical LRUs stocked locally and we’re working on a new Part Number optimization ordering system and will continue to invest in our SPEX pool to support Operators worldwide. We have added 29 Part Numbers and 459 units to the Pilatus SPEX pool in region – and we’re working with our supply chain to ensure we fill the inventory pipeline to cope with the increasing demand.
These developments and enhancements reflect our commitment to not only listen to Customer feedback – but to action it. As our industry and the world begins to return to a more normalized way of life, I am really looking forward to having the opportunity to meet as many Customers as possible. Whether at our industry trade shows, Customer events or at OEM Conferences, I look forward to listening to thoughts about our products and how we can continue to evolve and innovate them.
Until then, if you’d like to reach out to me personally to share feedback or ideas, please do not hesitate to contact me directly at Michael.Vallillo@Honeywell.com