For this post, I decided to talk about Customer Service at Airbus, which has evolved in recent years and is now able to compete with that of Boeing, which is a reference.
One of the driving forces behind this transformation is the Customer First program launched by Airbus in 2006 to improve customer processes and especially to offer a unique interaction with Airbus customers.
Airbus flagship project within the Customer Services department (S regulars Airbus), formerly headed up by Charles Champion April 2010 prior to returning the head of the Engineering, this program has put the customer in the concern and Airbus to develop a range of services, yet non-existent.
Beyond the success of Customer First starts coming to an end, Airbus, through Philippe Galland, Head of Customer Services strategy, business development and exchange, said on 4 January that it was now necessary to go much further and officially launch the site First 2020. This site
First 2020 will drive the transformation of Airbus Customer Services for excellence in customer support and especially to become a world reference in the field of integrated services to customers, according to Philippe Galland.
There is also a priority for both Boeing and Airbus, with new entrants Canadian, Chinese, Japanese and Russian. The service provides a competitive advantage in the first order of battle commerciale.
For this blog post, I have decided to talk about the Customer Services at Airbus that has changed dramatically these last years and that is, in my opinion, able to compete at the same level as Boeing Customer Services.
The element, at the heart of this transformation, has been the Customer First project within the Power8 Programme at Airbus, launched in 2006 and that dealt with process improvement and cost reduction while also shaping business development in Customer Services. Customer First enables customers to have a unique interaction with Airbus.
One of the main program within Customer Services department (S for those familiar with Airbus), led by Charles Champion up to April 2010 before he took his new role as EVP Engineering, this programme enabled to put Customer at the center within Airbus and to develop a whole new services for customers.
On January 4th 2011, Airbus marked the conclusion of a successful programme, Customer First and launches the next stage of development in Customer Services, First 2020.
As stated by Philippe Galland, Head of Customer Services strategy, business development and change, it is now time to push further forward. First 2020 Programme, part of Power8+, will drive the Customer Services transformation to reach excellence in customer support and to become the worldwide reference for integrated services.
For Airbus as well as for Boeing, this is now a priority as new competitors Emerging from are Canada, China, Japan and Russia. Excellence in Service Will Be a key competitive advantage.
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