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. With this blog, he shares his unique perspective on what it takes to keep more than 2,100 Falcons flying.

July 19, 2018

Spare thoughts on Falcon Spares

As a group, Falcon Spares has achieved industry-leading success (a 98.5% service level) on behalf of our customers, yet it continues to invest and innovate. And though I might be a little biased, you don’t have to take my word for it; in the most recent AIN Product Support Survey, Dassault was rated the best OEM in both parts availability and cost of parts.

Let’s look at some of the latest milestones. For instance, one our newest locations is Louisville, Kentucky, where we have partnered with UPS to take advantage of their vast infrastructure and central location. Many U.S. customers can now place an order as late as 11:00pm and receive their shipment by 8:00am the next morning. That’s what I call Kentucky Derby speed.

And speaking of impressive facilities, construction is underway on a 16,500 square meter warehouse in Tremblay, France. Scheduled to open in early 2019, it will house all new, state-of-the-art technology. And because it’s just a stone’s throw from Charles de Gaulle Airport, people and parts can be on their way to support Falcon customers faster than ever.

Then there’s the Spares Added Value Exchange – SAVE – coming in May. The Spares team worked with one of the world’s leading universities on an algorithm that led to significant price reductions on more than 1,000 items.

Lastly, a team is working with IBM on a smarter worldwide ordering and tracking system that is more user friendly for customers and employees alike. It will ensure that Falcon operators receive truly seamless service, anywhere in the world. I can’t wait to see it in place.

There you have it. The 275-member Spares team in the United States, France and China are always on the lookout for new ways to further improve your Falcon Service Experience. I invite you to visit the dedicated Spares section on the Customer Portal to learn more about all that Falcon Spares can do for you and your Falcon.

June 12, 2018

Team Dassault Takes the field

When the World Cup rolls around every four years, it’s not surprising to see Falcons flying in from all parts of the globe. After all, who doesn’t want to be there for one of the biggest sporting events in the world? Well, if you’re planning to be in Russia for this year’s tournament, rest assured we’ll be right by your side if you need us. Our product support operation – including a GoTeam and pre-positioned spare parts – will be on the field, ready to spring into action should the need arise.

And our dedicated online program – Let Us Know Before You Go – allows operators to give us a heads up on their plans, so we can plan ahead for their arrival.

Dassault’s World Cup presence is far from a one-off effort; major international events are regularly on our customer support calendar. Our all-star professionals bring their A-game skills to the World Economic Forum in Davos, Formula One Racing events around the world, the summer and winter Olympics and the Super Bowl.

On another note, it’s also time for the annual trade magazines Product Support surveys. We encourage all Falcon customers who receive these questionnaires to complete and return them so that we can see how well we are meeting and exceeding your expectations. We rely on your input – whether it comes from surveys or any other communication channel – to inform the decisions we make in delivering the best possible service to you and your Falcon.

May 15, 2018

Insights and kinship at the Falcon OAB Meeting

In late March, I was pleased to join the members of the Falcon Operator Advisory Board from around the world at their annual meeting in (snowy) Newark, New Jersey. Discussions covered every aspect of their Falcon Experience and, as always, yielded fantastic insights from those who know us best.

Attending board members work for organizations that operate a total of 60 Falcons. They also communicate regularly with fellow Falcon operators in their respective regions, so they really have their finger on the pulse of all that’s happening in each area of our operation. Both high-level topics and technical details were shared along with thoughts on what’s working well and what could be improved.

Every member of the OAB is passionately dedicated to working together in order to keep us moving forward. Their enthusiasm in this regard is unmistakable. It’s clear they are completely invested in our success and our commitment to meet and exceed the expectations of every Falcon customer. Their honest conviction and authority concerning our successes and challenges, as well as their views on industry trends is invaluable.

Since it was created in 2007, the OAB has addressed 247 topics of importance to Falcon operators, of which 193 have been, or are being, implemented by Dassault. By the end of this year’s conference, many recommendations were approved, proposals were issued and countless insights were captured. I am eager to put what was discussed into action.

On another note, the Newark meeting marked the end of David Van Den Langenbergh’s tenure as chairman. As always, he led the discussions with skill, professionalism and good humor. David’s attention to detail and passion for the Falcon brand has never wavered. He fostered the spirit of camaraderie that has made the Board’s discussions friendly, fruitful and frank.

I am personally grateful to David for his hard work and leadership as OAB chairman. I’m confident that the OAB will continue to help us do great things together.

January 25, 2018

Where Falcons flock, service follows

Major events are a magnet for international movers and shakers. And wherever the elite gather, chances are many of them arrive there on a Falcon. Take the recent World Economic Forum in Davos, Switzerland, for example. This year, more than one hundred Falcons and their crews landed in Zurich and St. Gallen. And we made sure they were well taken care of. Not only were we there for every arrival and departure, but, in between, Dassault Customer Service Managers and Operational Support team members made good use of their time by holding one-on-meetings with pilots to talk about their issues and needs.

In addition, our world-class Authorized Service Centers in the Davos vicinity, as well as the Falcon Spares facility at Le Bourget (only two hours away) and Falcon Response teams, stood at the ready during the entire week. So, no matter the need, we were prepared to deliver at a moment’s notice.

With so many Falcons in one place at one time, we also planned a social gathering in Davos for pilots and their crews. It gave us a splendid opportunity to interact with members of our extended Falcon Family from around the world.

On the heels of Davos, we’ll be taking our show on the road to Minneapolis, Minnesota for Super Bowl LII, where more than 1,100 private jets are expected to fly in. Just after that, we’ll move on to the Winter Olympics in South Korea, and then, in June, we’re off to the 2018 World Cup in Russia. Huge sporting events like these may be fun and games for fans, but it’s strictly business for us to provide you with the best possible Falcon Experience wherever and whenever you travel.

December 21, 2017

All for one, and one for all of our customers

In my last post, I sang the praises of Dassault Falcon Service (DFS). Now it’s time to shine a spotlight on its sister organization, Dassault Aircraft Services (DAS), as well as some of the talented people that make it such a vital part of the entire Dassault enterprise.

DAS employs more than 600 team members across North, Central and South America. It operates eight strategically located service centers, with GoTeams ready to leap into action 24/7/365, whenever and wherever they’re needed.

The number one goal at DAS is to provide customers with a seamless experience that enhances the utility and value of their aircraft. To that end, Geoff Chick, SVP, Customer Service for DFJ, recently spearheaded an initiative to align DAS more seamlessly with Dassault Falcon Jet (DFJ). This is a very exciting development, as every DFJ Customer Service Manager, Field Tech Rep, or DAS project manager is now part of a single team working to add value to DAS services throughout the life cycle of every Falcon.

And there’s more good news. I’m pleased to announce that DAS has an outstanding new SVP/COO: Remy St-Martin. Many of you may know him. Most recently, Remy has been the VP/GM of the DAS Little Rock facility; prior to that, he served as Sr. Director, Customer Experience at DFJ headquarters in Teterboro.

Remy lives and breathes aviation. He holds a degree in Mechanical Engineering and launched his career by serving in the Canadian Air Force, where he first got to know special-mission Falcons. Since the day he landed at Dassault, Remy has proven himself to be an outstanding leader. He’s a terrific person and his enthusiasm for customer service bodes well for the future of DAS.

I am personally very proud of the work DAS does, whether it’s routine inspections, critical STC upgrades, or highly complex overhauls. They do all that and more. I am also very happy to welcome Remy to Wilmington, Delaware -- DAS headquarters – and will keep you up to date as he, Geoff and the rest of the DAS team focus on the goal of 100% customer satisfaction.

November 8, 2017

50 years old and still soaring

It’s time for Dassault Falcon Service (DFS) to pop the champagne corks as it celebrates its 50th birthday. And what a half-century it’s been! From a single operation in Europe based at Paris Le Bourget, DFS has grown to become a global powerhouse of support. It employs 640 people, with approvals from more than 20 national airworthiness authorities, providing anything and everything it takes to keep every in-service Falcon in tip-top condition.

Here’s what DFS has been up to lately…

DFS recently launched a second MRO center in Mérignac, near Bordeaux, to service the Falcon 7X, 8X and large-body models yet to come. Feedback from customers has been truly fantastic. Not only do they appreciate the great work that DFS does there, but they also like the convenient location. Some even take the time to visit the Dassault Aviation assembly facility (right next door) to see how the new Falcons are coming along!

DFS has also added a satellite operation in Libreville, Gabon, bringing the number of such facilities to five, including Moscow, Luton/UK, Rome, and Nice.

When you add it all up, the combined talent and skill represented by DFS and its sister organization Dassault Aircraft Services (for North and South America) is recognized for excellence throughout our industry. The Dassault team of more than 1,700 professionals perform routine maintenance, as well as cockpit and cabin refurbishment brilliantly. In addition, they pull off feats of skill that can only be described as astonishing.

How many other support organizations can perform highly complex Falcon repairs such as replacing a wing in a remote location? Or completely replace the front section of a damaged fuselage (including the cockpit) in a few weeks? The answer is zero. No one. Nowhere.

I could go on and on about DFS’ many amazing MRO activities. Or its top-rated Paris FBO, which handles around 5,000 aircraft movements a year. Or its eight charter Falcon jets that flew about 3,600 hours last year, making DFS one of Europe’s largest Falcon operators. But I’ll save those for another blog entry…or two.

Yes, it’s been an exciting – and very busy — 50 years. So, congratulations to everyone who’s worked so hard to make DFS what it is today. And a special thank you to Jean Kayanakis, General Manager, DFS, under whose leadership the organization has become a beacon of excellence. With Jean at the helm, and a dedicated team beside him, I’m sure that DFS will continue to provide our customers with the great service they deserve.

September 27, 2017

We are the sum of our parts.

Survey season has come and gone once more. Regarding the 2017 AIN Product Support Survey, I am pleased to report some very good news. Our customers voted Dassault #1 for Parts Availability and Pricing. That’s an achievement all of us can be proud of. It’s most certainly the result of the Falcon Spares team’s can-do spirit and commitment to getting the job done, no matter what, no matter where. To give you an idea of the tremendous things they do on a daily basis to earn those votes, here are a few of the many examples:

When a customer in Shenzhen, China needed nose landing gear support, members of the Spares team spent their Christmas Holiday coordinating delivery of the necessary parts, resulting in one very grateful operator.

After receiving a call at 8:48am, the team in France rushed needed parts to Rotterdam in less than 5 hours…in a taxi! In order to meet a critical same-day deadline, a UK team member jumped on a commercial flight from London to Barbados to hand deliver parts. Then there was the time a team got an air intake from Singapore to Mumbai in under 24 hours. And kudos to the group that pulled out all the stops to airlift parts to an AOG in Kazakhstan!

Finally, in a dramatic, coordinated effort facing bad weather, Falcon Spares delivered a vital part to a Miami AOG while FalconResponse Airborne Support airlifted passengers to their island destination.

Fantastic stories like those are the rule, not the exception, at Dassault. If you’d like to see how Falcon Spares achieves such great results, check out this video on YouTube.

Lastly, on the subject of pricing, costs have been reduced on thousands of parts through the Spares “Right Size Pricing” program since the time it was inaugurated. Dassault’s #1 Price ranking in the AIN survey certainly proves that it’s a much-appreciated initiative.

So, many thanks to Falcon Spares for everything you do. The results are in, and they show that our customers are the real winners.

July 20, 2017

Where in the world is Dassault

Now that summer is here, you may be looking for ways to mix pleasure with business as you travel the world on your Falcon. Perhaps a stopover in Vienna for some sightseeing and strudel on your way from London to Singapore. Or a performance at the renowned Sydney Opera House between back-to-back conferences.

But no matter where your commitments or imagination lead you, you can be confident that there will be a Dassault-owned Service Center (DAS/DFS) or a Dassault Authorized Service Center (ASC) close by to make sure everything goes smoothly, and your Falcon operates at peak efficiency.

These days, as we see customers fly longer distances to more remote destinations, we are constantly adapting our services to match their needs. Our network of 51 strategically located ASCs and 15 spares depots extends across five continents and 24 countries. Among them, there’s the new Aero-Dienst Dassault ASC in Vienna, Austria and Hawker Pacific’s center in Kuala Lumpur, Malaysia. The recently inaugurated Dassault Falcon Service facility in Mérignac has been designed for C-checks, heavy maintenance or refurbishment and options/modifications installation. Plus, the expansion in Bordeaux is moving ahead at full speed.

Whatever the need, wherever the location, there’s a Dassault team standing by to provide your Falcon with expert maintenance and care. And speaking of Falcon’s home base in Bordeaux-Mérignac…next time you’re there, might I recommend a car tour around the bay of Arcachon, where you can sample the local oysters or a glass of Chateau Dassault from our own vineyard? Assuming, of course, that you have time in your busy schedule for a bit of rest and relaxation.

Bon voyage!

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 10 – Sao Paulo, Brazil
• May 16 – Dallas, Texas – USA
• May 18 – Mahwah, New Jersey - USA

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.