Skip Navigation LinksHome>Customer Service>Community>Crew Chief (Blog)

Crew Chief​​​​​​​​​

A regular blog from Senior VP of Worldwide Falcon Customer Service

Share Print

 
Jacques Chauvet Senior Vice President,Worldwide Customer Service, Dassault Aviation

Around the world, and around the clock, Dassault is shipping parts and servicing Falcon jets. Jacques Chauvet is responsible for it all and is leading a major expansion of Falcon support. He is very much our global crew chief, and knows what it takes to maintain a high-tempo, high-quality operation. He started in 1980 with Dassault supporting fighter prototypes, then transitioned to deputy director at the Le Bourget service center, and rose steadily through the ranks.

Jacques is the calming presence and guiding hand behind a service organization that never sleeps. In this blog, he shares his unique perspective on what it takes to keep more than 2,000 Falcons flying.

  • April 10, 2017

    If it’s Spring, it must be M&O season.

    It’s time again to come out of hibernation. Spring has sprung and with it, renewed energy. Tomorrow, we’ll commence our six-week dash (some may say marathon) across the globe for our annual Falcon M&O Seminar series. I myself can’t wait to join you for the latest news on Falcon Spares, the Operator Advisory Board, the expansion of our Authorized Service Center network, and countless other exciting topics.
     
    More than 200 Dassault specialists combined across eight sessions will offer their advice on keeping your Falcon flying at optimal performance. It’s a great time to present program updates and enhancements such as Immersive Practical Training or FalconSphere II, our upgraded EFB solutions. We’re equally looking forward to connecting with you in our technical breakout sessions for each aircraft type and for flight ops. It’s your feedback that keeps Falcon moving forward.
     
    We also invite you to meet with Dassault team members, and the folks from our Company-Owned Service Centers and Authorized Service Centers to find ways to facilitate your priority projects. Maybe an STC solution for upgrading your Falcon’s technology would be just the thing. Maybe you’d like to take advantage of our panel seminars on connectivity and entertainment solutions. I could go on and on, but it’s better you see for yourself all that we’ve packed into the coming days.
     
    By mid-May, we’ll have held eight M&O seminars on four continents, ranging from Sao Paulo to Shanghai to Paris, and coast to coast in the U.S. They’ve gotten bigger and better each year, and 2017 is no exception. It’s also a personal pleasure for us to re-connect annually with friends and colleagues around the world. Join us this year in celebrating M&O season.


    • April 11 - W. Palm Beach, Florida - USA
    • April 12 – Shanghai, China
    • April18 – Seattle, Washington - USA
    • April 20 – Chicago, Illinois – USA
    • April 26/27 – Paris, France
    • May 10Sao Paulo, Brazil
    • May 16 – Dallas, Texas – USA
    • May 18 – Mahwah, New Jersey - USA

    Discover last year's M&O experience

  • February 21, 2017

    A Classic Affair

    ​As we settle into a new year, you can rest assured Dassault Falcon Customer Service refuses to settle for anything less than an exceptional Customer Experience for each and every Falcon operator. 

    No matter the model – new, classic or any other descriptive term you’d like to use – our commitment to doing “Whatever it Takes” is a New Year’s resolution the entire Customer Service team will be keeping throughout the year (and beyond) to  support your needs.

    Speaking of descriptive terms, I find myself consistently using three to describe the special group of operators who own, operate and maintain Classic Falcons: loyal, passionate and committed. 

    The Classic fleet has many milestones, most recently in 2015 when we celebrated 50 years of operation for one Falcon 20 delivered in 1965. And a few years ago, we began making plans for a global event tailored specifically to the needs of Falcon 10/100, 20/20-5/20G, 200/Gardian, and 50/50EX/SURMAR operators. 

    Earlier in the month, these plans became reality as we held our first annual Classic Falcon Conference in Dallas, Texas. Nearly 300 attendees – more than 100 of them customers from around the world – convened for a day of celebration and knowledge sharing. 

    The Conference was a chance for Classic operators to meet face-to-face with one another, and a chance for Dassault Falcon to understand how we can better support their needs. Most importantly, it was a chance for Dassault Falcon to thank Classic operators for their commitment to us, and pledge our commitment to them.

    To all our customers, thank you for your loyalty, passion and commitment. 

  • November 16, 2016

    In Print, and In Person

    While each and every issue of Falcon Update reaches customers and aviation enthusiasts around the world, I can say with certainty our latest issue – now available online – will be the year’s most widely read.

    That’s because it was circulated at last week’s Business Aviation Convention & Exhibition (NBAA-BACE), which took place November 1 – 3 in Orlando, Florida. As the industry’s largest event, you can be sure we printed a few extra copies for Dassault Falcon Customer Service personnel to hand out at the show. Thank you to those who attended and stopped by our booth, static display and/or M&O to say hello.

    Our latest issue covers many exciting topics, including articles on our company-owned Service Centers, 2017 customer events, first deliveries of the Falcon 8X, our new flagship aircraft and – unveiled and on full display at NBBA – the new Falcon 900LX, offering innovations from cabin to cockpit.

    By magazine, trade show and many other communication channels (including this blog!), Dassault Falcon Customer Service is passionate about sharing the latest information on our comprehensive network of support offerings. Thanks for reading, and rest assured we’ll keep listening so that we can continue to optimize the Customer Experience for operators around the world.

    ​​
  • September 24, 2015

    By The Numbers

    ​It happens to me every year. Like clockwork, in July and August my heart begins to race. I start getting anxious. I have trouble sleeping. Such is the malady of waiting for – and then digesting – the results of annual product support surveys.
     
    I wrote about these symptoms last year, shortly after Pro Pilot and Aviation International News (AIN) released their 2014 survey results. Now that 2015 survey results are in, I can tell you I’m feeling much better. You can click here to see why.
     
    So what’s our secret to nabbing record-high company scores in 7 categories (Pro Pilot), and getting 1st place in the categories of Authorized Service Centers, Technical Representatives and Parts Availability (AIN)? It’s more common sense than science:
     
    1.    Listen
    Elevating the customer experience for Falcon operators doesn’t happen in a vacuum. We’ve gotten where we are – and where we want to be – by continuing to listen to our customers.
         
    2.    Act
    It’s not enough to ask customers for their feedback. Once you get it, you have to act on it. Our revamped M&O format, the rollout of Falcon Response (our expanded portfolio of AOG support service), and our new Pilot Operational Support Team in Teterboro are just a few of the real and tangible improvements we’ve made this year alone in 2015 as a direct result of customer input.
         
    3.    Communicate
    A new and innovative Dassault Falcon Customer Service offering isn’t worth much if our customers don’t know about it. So we’ve worked hard to promote this and other new products and services, using every communication channel we can think of.

    But rest assured. Just because we did well this year doesn’t mean we intend to rest on our laurels. We’re already hard at work looking for more areas where we can improve. After all, elevating the customer experience isn’t a seasonal occupation, or predicated on mere industry accolades.

    In just eight short months, Falcon operators will be invited to participate in 2016 surveys, and I’m sure the symptoms associated with Product Support Survey Anxiety (PSSA) will return once again.  And while I know there’s no magic pill for alleviating this condition, I think, based on this year’s results, that I’ve found a preventative cure:

    Keep Listening.
    Keep Acting.
    Repeat as needed.

  • June 29, 2015

    Changing for the Better

    In a recent conversation with Geoff Chick, Dassault Falcon Jet’s VP of Customer Service, we discussed the power of social media to communicate our message. (Case in point: over 10,000 Twitter followers!) As a huge proponent of utilizing social media and all things digital in our communication efforts, I invited Geoff to write the next installment of the “Crew Chief” blog. He was happy to oblige:

    Changing for the Better

    Well, guess what? I realized that although I really support and push our Company to communicate via the social media channels about all things Customer Service, I’m not sure how to start a blog? “Dear Customers?”, “Hello Everyone”, or some other web lingo that my teenage daughter might know about but “old people” like me are not privy to? Bear with me while I “wing it.”

    I’ll admit I was a little nervous heading into this year’s Maintenance & Operations Seminar Series. The source of these nerves: change. Our M&Os are a long-standing tradition, and it’s easy to adopt the “if it ain’t broke, don’t fix it” mentality as the years go by. But just as Dassault Falcon Customer Service is constantly evolving to develop innovations and industry firsts to support operators around the world, we should apply a similar approach to everything we do, even our M&Os.

    In speaking to many of you and reviewing M&O survey responses, I’m happy to see that the motivation behind these changes – elevating the M&O experience for customers – was not in vain! From the quality of content to presenter expertise, survey results showed dramatic improvement in customer satisfaction levels vs. 2014, an upward trend we plan to continue in the years to come.

    These changes to our M&O – in fact, many of our most recent and forward-thinking innovations (Falcon Airborne Support, Flight Doc app, New Pilot Operational Support Team in Teterboro) – are a direct result of listening to our customers. From M&O surveys to face-to-face conversations with front line personnel, listening and acting on customer feedback is essential to providing a “Whatever it Takes” level of support and service for all Falcon operators.

    If you received an M&O survey but haven’t yet filled it out, please do so. The same goes for Falcon family members who received product support surveys from Pro Pilot and Aviation International News. Whatever your preferred method of communication may be, we promise to keep listening – and if necessary, changing – to meet and exceed your expectations.

    Geoff

  • December 16, 2014

    Falcon Airborne Service - Dassault innovates yet again

    ​What is really important in an AOG situation? To fix the aircraft, or to ensure passengers make it to their next destination on time?


    At Dassault, we have rightly focused on repairing aircraft as quickly as possible. Other manufacturers have had dedicated airborne response planes for some time. Their mission has been to dispatch technicians and parts. Dassault has often chartered aircraft when necessary for the same reason.

    But as we’ve learned through conversations with members of our Operator Advisory Board (OAB) regarding these efforts, an overriding objective became clear.  It wasn’t enough to fix an airplane. Not while passengers cooled their heels in an FBO or hotel, scrambled to find a charter plane, or—when out of options—used commercial service to reach their destination.

    In any of those scenarios, we have inconvenienced our customer. So an idea formed.

    Let’s do more than fix the AOG airplane, we decided. Let’s commit to the customer that should the aircraft not be repaired in time for a planned departure, one of those roomy, comfortable 900s, dispatched by Dassault, will convey them to their next destination.

    The OAB agreed—that was a plan sure to please aircraft owners and instill peace-of-mind when the occasional AOG occurs.

    We are delighted to be rolling this service out to our customers in early 2015. They deserve nothing but the best. And we intend to deliver. Of course, this is a service and not a technology. We wish we could patent it. Instead, we’ll just keep our focus on making Dassault service better and better.

    Others may follow with a similar level of service. That’s OK. Passengers win. The industry improves. And Dassault, as is our tradition, leads the way.

    I wish you happy flying, in your own beautiful Falcon, and, if necessary, on our Falcon Airborne Support 900s.

  • October 14, 2014

    Of sleepless nights and product support surveys

    Like a lot of people in international business, I sleep with a charged cell phone on at night. I’m not unique in this regard. All of our field service representatives (as well as service center managers, parts managers and many others) are constantly connected, ready at any hour.
     
    Not long ago, we had a US-based 2000LXS go inop with a flap drive issue in central Asia. A Falcon GoTeam diagnosed the failure, had the aircraft ferried overnight to our authorized service center at Vnukovo in Moscow and returned first thing in the morning. The passengers showed up at the field the next day and continued on their way on schedule. All in a night’s work, you might say.
    But these kinds of occurrences aren’t the only things that keep me up at night. There are those product support surveys from a couple of important aviation trade publications. Truth be told, they give me the night sweats. 

    While we don’t judge ourselves solely by survey results, they do represent an important benchmark for monitoring our service performance. But it’s not our only benchmark. We are in touch every day with our owners, operators, partners and OAB members to listen and understand where we can improve on all things customer service. Survey results – and direct feedback from the entire Falcon community on a daily basis – is how we’ll continue to do the right things for our operators.
    By our own measure, we’ve made great strides—by opening more service locations, stocking more parts (we hardly ever fail to ship an AOG part in under two hours), and reducing prices on thousands of them.
    We’ve been diligently improving manuals. And now we offer practical maintenance training right in the factory for any operator who wants it. We love it when pilots call our Pilots Operational Group for advice on how best to plan for a challenging mission, or anything else. We take pride in helping them and we want them to contact us more often at Falconpilot@dassault-aviation.com.
     
    It may be that there is a lag time between the investment in improved service and the results in surveys. It may be that operators need repeated exposure to great service in order to move the needle on these surveys. And perhaps we are too shy about communicating on our service initiatives.
     
    Or it may be that we need to do still better. We do a lot of soul searching in the customer service organization—especially when we read survey results. That’s why we are trying to listen harder—through our Operator Advisory Board and nine annual customer service forums around the world. That’s also why we expect our customer service reps and even our most senior service managers to be in direct contact as often as possible with operators. We want your input directly on issues we can act upon.
     
    So, if something went extraordinarily well, or didn’t work out as you hoped, please let a customer service manager or field service rep know. Or send your thoughts directly to me at jacques.chauvet@dassault-aviation.com.

  • May 14, 2014

    How and why we’re lowering spare parts prices.

    Recently, I bought a set of tires for my car. They were shiny, un-scuffed, with deep zigzag grooves and thick rubber treads that looked like they would grip the road like tiger paws.

    Satisfaction level from this $800 purchase—about zero. No one likes to buy tires—they’re just a necessity.

    Now, about this time I also bought a pair of running shoes. Just like tires, they are rubber parts that wear out predictably over time; if used well they should be replaced every year at a cost of about $100. I like their style. They feel good. I feel more athletic and fit when I use them for their intended purpose.

    Purchasing satisfaction differs, depending on what we are buying. For instance, which of these two purchases most resembles buying spare aircraft parts: car tires or running shoes? Tires, of course.

    Here is the dilemma for aircraft manufacturers: the parts that wear out and are consumed most frequently are not necessarily the highest cost parts. But they are the purchases that lead to the highest level of dissatisfaction from our operators. In fact, 70 percent of the complaints we receive on parts pricing are for items costing $3,000 or less.

    So, starting in 2012 we set out to address not only the actual value of spares based on the cost stream that goes into building them and the cost of comparative parts, but their perceived value, as well.

    We borrowed a sophisticated pricing model from the automotive industry, which we term Rightsized Pricing. Dassault is the first in the aviation industry to adopt this pricing model. Last year, we reduced prices on 16,900 line items under $3,000, on top of 14,000 price reductions the year before. And we’re lowering prices on thousands more this year. Including prices on costlier items.

    Among the criteria we look at is variation in pricing—in other words, is the part, or a comparable part, available for less elsewhere? If so, we lower our price. We know it’s irritating to see a similar part at a lower price. For that reason, we created a form on our customer service web portal where you can report prices that seem out of line. Our aim is to correct the price within 24 hours.

    We don’t expect you to enjoy great psychological fulfillment from purchasing filters and screws and parts of all sizes and descriptions.  We just want you to feel you are getting a fair price. And if you don’t, well, we’ve got that form. So let us know.

    Watch our Rightsized Pricing video.

  • March 18, 2014

    Of Polar Chills and Warm Friends ¤Notes on an invaluable group of Falcon operators

    Apparently, there is a weather phenomenon I have not heard about in my 59 years on planet Earth. It’s called a Polar Vortex. And it’s cold, really cold. And snowy, as in blizzard.

    I happened to arrive in New Jersey for a close-up encounter with this effect in February for our semi-annual Operator Advisory Board (OAB), which was being conducted in Newark. Polar Vortex’s can play havoc with airline schedules, but we were lucky to have almost all our OAB members beat the storm in.

    Twenty attended, representing a good geographic distribution, including members from India, Brazil, Mexico, Europe and the U.S. These members generously give their time, especially when you consider the 15-hour flight made by our Indian OAB member.

    A new member from Switzerland came pre-loaded with dozens of comments and questions from other Falcon operators. He had really done his homework. You see, the OAB represents all Falcon pilots. This is one way we get great feedback from the OAB.

    Another new member from the U.S., who operates a Falcon 10, 50EX and 900EX reminds us, as do others, not to forget about legacy aircraft. And we don’t. We’re working on avionics upgrades especially, so they can operate efficiently in today’s airspace.

    Sometimes we learn surprising things at OAB meetings. At this one, we heard that a number of operators were not aware of the FalconBroadcast system. FalconBroadcast is now standard onboard equipment. It transmits maintenance issues to the aircraft operator’s maintenance department. It allows the customer to react quickly, sometimes scrambling parts and people to the aircraft’s destination while it is still in flight. There is a subscription cost to use FalconBroadcast. What that cost should be or whether it should be is something we have frank discussions about at OAB meetings. 

    It will come as no surprise that OAB members, indeed lots of operators, are requesting more useful data via iPads and other tablets. So it was nice to be able to report to this group that we will soon have a free app for Flight Doc, a great pilot resource that has only been available through our website.  It will be available through the Apple app store later this year.  And additional maintenance apps will follow.

    In short, the OAB was a great exchange of ideas, which continues on-line between face-to-face meetings. My personal thanks to all OAB members and to all in the Falcon family who contribute their ideas to us directly or through the OAB. And we will try to avoid the Polar Vortex next time. Or maybe not. At least you can rest assured, no one was outside playing golf.

  • February 04, 2014

    How do you get to Sochi? ¤Practice. Practice. Practice.

    This week, all eyes turn to Sochi, a resort city on the Black Sea. Questions about who will win the Super-G, figure skating or the half pipe aren’t the only uncertainties surrounding this Olympics.
     
    Among other questions, people are wondering if all the infrastructure for the Olympics will be in place on time. This I cannot tell you, at least once you leave the airport.
     
    But I can tell you that Dassault is ready to slalom to the rescue when it comes to supporting Falcons arriving in Sochi.
     
    Falcon crews are likely to be greeted by Xavier Cauchie, our customer service representative for Russia and the CIS. Xavier is well known to our growing fleet of operators in the region. More than 60 Falcons, two-thirds of them tri-engine Falcon 900s and 7Xs are based there. Seven new aircraft were delivered there last year alone.
     
    Which means we have to constantly up our game when it comes to supporting operators in Moscow, St. Petersburg and across a vast continent. This we have been diligently doing.
     
    Since 2005, Dassault Falcon Service has run a satellite service center in Moscow with EASA and FAA approvals. In 2012 it moved into new premises at the Vnukovo-3 executive aviation terminal and set up a Go Team—ready to dispatch with technicians and parts at a moment's notice.
     
    Last year, we established Dassault Falcon Service Moscow in partnership with Vostok Technical Services, a long-established maintenance provider in Russia. Which means we are stocking more parts, adding more tooling and more technicians to this vital marketplace. Also, stay tuned for the announcement of a new authorized service center in the region.
     
    We are growing Falcon service the world over, and our efforts to prepare for Sochi are not unique. We were just at Davos for the World Economic Forum, and at Teterboro Airport, to welcome Falcon operators attending the Super Bowl last week. And we’ll be waiting for you at the World Cup this summer in Brazil.
     
    We are where you are, or where you are going. Like Olympians, we challenge ourselves to do better every day, and always go for the gold.

For more information

Dassault Aviation

Direction Générale des Avions Civils
78 Quai Marcel Dassault
92552 Saint-Cloud Cedex 300
France​

+33-1-47-11-40-00

Dassault Falcon Jet Corp.

Teterboro Airport,
Box 2000
South Hackensack, NJ 07606
USA
+1​-201-440-6700