Winter 2015
NEW REGIONAL SUPPLY CENTRE IN ABERDEEN
The new AgustaWestland Regional Supply Centre, which is located adjacent to
Aberdeen Airport, has been operational since January when deliveries of spare
parts began. The new facility operates 24/7, supporting a range of customers
operating AW139s and AW189s in the North Sea, with excellent air links to all the
major Airports in the area.
At our Supply Centre we are able to support over 75 aircraft, a number which
will increase this year due to forthcoming deliveries of AW139s and AW189s,
both in the Oil & Gas and SAR sectors.
Fabrizio Peano, Head of Customer Support Management for Commercial
Operators said : “The new facility in Aberdeen is an important part of
AgustaWestland’s commitment to providing its customers with continuous
improvement, and to delivering a world class service which reduces
the response time for supplying parts to customers in the North Sea
Region. It will also be the materials hub for the upcoming UK SAR
Project, providing a 24/7 AOG parts delivery, Customer Support
Management and Technical Assistance. We want to deliver
an unequalled service in the region.”
Visit our exhibition booth at the
Helicopter Association International 2015
Heli-Expo
Booth #5111
Orange County Convention Center
Orlando, FL
1
AW139 FULL ICE PROTECTION SYSTEM WORKSHOP
news
As part of ‘Think Customer’ approach, AgustaWestland held its first AW139 Full Ice Protection System (FIPS)
Workshop, aimed at developing the knowledge of the installation, arrangement, operation, controls, indications,
maintenance, troubleshooting and support of the AW139 Full Ice Protection System.
The Workshop enables a two way communication: operators can share their common experience, while
AgustaWestland can share the latest information on the AW139 Full Ice Protection System with its Customers,
and any updates on the actions being progressed to continuously improve the system.
More than twenty people attended the two-day event and, based on the positive feedback received, additional
workshops will be organized in 2015, as well as a follow-up session during the forthcoming Heli-Expo in
Orlando which will be aimed at Customers operating AW139 FIPS in North America.
SERVICE CENTRE UPDATE
AgustaWestland continues to invest in its worldwide network of service centres to support customers closer to
their own operations. The latest additions to this network and the models they will service are:
HELICENTER MANTENIMIENTO DE HELICÓPTEROS, C.A. – Venezuela: A109 Series (A/AII/C/E/S); A119
Series; AW139
SHANGHAI KINGWING GENERAL AVIATION Co.
LTD – China: AW139
ST AEROSPACE SYSTEMS Pte. Ltd. – Singapore: Repair Centre for inspection and repair of A109 gearboxes
and AW139 minor dynamic components.
2
AW109/AW119 MAINTAINABILITY IMPROVEMENT
product support engineering
To meet the customers’ request for continuous improvement of Repair & Overhaul capabilities, Temporary
Maintenance Instructions TMI109-311 and TMI109-328 were issued in December 2014. Such instructions
allow the repair of the Main Rotor Blade Grips applicable to A109E/A109S/AW109SP and A119 helicopters
and respectively allow the replacement of the Lower Drop Stop Bracket and the Plates, Washers and Shims
installed on Grips P/N 109-0112-03/-05.
The team that issued the instructions, composed of members of Rotors System Design & Development,
Product Support Engineering and MROs, has validated every step of the subject TMIs and has worked to
guarantee the best results in terms of performance and durability.
Both TMIs will be endorsed within the applicable OM/CR&OP at the earliest scheduled issue.
For more information, please contact our Product Support Engineering department at:
[email protected]
AW139 PRODUCT IMPROVEMENTS AND NEW CERTIFICATIONS
INLET BARRIER FILTER (IBF)
The primary purpose of the Inlet Barrier Filter (IBF) kit
is to provide clean air to the engines by filtering the air
flow sucked through the helicopter engine air-intakes,
restraining sand and dust particles.
The IBF is a passive filtering system, it does not require
any interface with the engines other than being located
on the air inlets, it does not require any modification to
the power plant installation.
The IBF system is composed by two main filter media
(upper and lower) and by two dedicated fairings in order
to achieve an efficient aerodynamic performance.
The IBF is a consumable item, whose life and
maintenance intervals are subject to the cumulated
flight hours, so in order to minimize the related
maintenance burden and effort, a dedicated Anti-FOD
Screen kit has been also developed, to be installed
in place of the kit filtering elements, with the aim of
continuing the flight activity when the filtering capability
is not required, while maintaining the provisions of the
IBF kit on the aircraft.
Certified with AW139 Rotorcraft Flight Manual
Revision 12.
For more information, please contact our Product
Support Engineering department at:
[email protected]
3
INTRODUCING LEONARDO FOR TRAINING
The all new and improved online Training section of our Customer Portal
is now available and provides quick and simplified access to our training
services. Thanks to Leonardo for Training, you can benefit from:
technology
•Participants’ online enrolment for your entire company
•View ‘My Courses’ where all the training courses your students have registered for will be grouped together
•Access your ‘Find Courses’ to search the courses you need within our global network with an easy-to-use and
instant course finder
•View live time availability for a specific course
•Find your booking codes directly online
•Course details available online, including location, timing and lesson plan, up to the level of detail for Simulator and Helicopter Serial Number
•Personal bio-data completion to speed up registration and course accreditation process
•Once-only filling in of your crew bio-data: such data can be recorded for any future event and can be retrieved
centrally by your Training Administrator
•Central uploading of your crew picture, ID, Flight License and Medical
•View your training history, including log of actual flight hours and training details
•Crew scheduling to see your entire company training plan in one place
•Review and manage all your contracts and personnel training in one place, including entitlement per contract
and follow on orders
With the implementation of Leonardo for Training, most of your enquiries about your training with us will be
answered directly through the Portal.
Furthermore, every student was previously required to register on the AgustaWestland.com website to upload
all the required data needed by the Training Academy for the courses, and then to link his/her profile to the
course the company or organisation had bought. Now, with Leonardo for Training, your training administrator
will be able to register a new student and complete the required documentation on his/her behalf, and even
enrol the student to newly purchased courses. It will still be possible to register on AgustaWestland.com, providing each of your crew members with his/her personal AgustaWestland Training section.
The goal of the new system is to automatically process all the necessary information to register students for
upcoming events, which can then be viewed by an Administrator within your company or organisation.
It is connected to the AW Training internal database and will instantly provide you with your training ‘profile’,
saving many hours to your crew’s and your staff’s time.
This improvement is linked to our Customer Satisfaction survey process, as it includes an E-survey solution.
At the end of every course, 100% of the students will receive an electronic invitation to participate in our survey and all the feedback will be stored, scored and processed electronically.
4
MAINTENANCE TRAINING TECHNOLOGY IMPROVEMENT
training news
AgustaWestland leads the market when it comes to embedding high technology training tools into its
Maintenance Training courses, and the state of the art technology the company applies to its course takes
safety and effectiveness to an elevated level.
The latest developments in our Maintenance Training feature two practical elements which have been
engineered in-house, namely the AW Full Maintenance Training Simulator (MTS) and the AW Virtual
Maintenance Trainer (VMT), both with the aim of providing highly specialized, effective and competenceoriented training.
The VMT Simulation environment has a valuable and effective role as it’s based on an emulation approach
for that supports maintenance technicians firstly in developing the superior knowledge and skills that are
required to maintain helicopters via the correct application of maintenance procedures, and secondly in
advanced troubleshooting analysis to correctly diagnose faults.
The VMT also provides a complete and flexible training environment. The instructor can set up and activate
emulated fault conditions which can then be investigated and solved by the student. This prevents wasting
the trainee’s time by having to do and repeat low-value tasks such as unscrew bolts to open panels, and
allows the individual to focus his/her efforts on more important and useful activities.
The AW Full Maintenance Training Simulator completes the set of advanced training tools which make
training just as effective as a real work environment; as a matter of fact training replicates real faults. The
knowledge acquired is further refined and brought to a level of excellence by practicing maintenance tasks,
adjustment and troubleshooting, and fulfilling servicing and inspections on a device that is to all intents and
purposes a real aircraft with real parts, far removed from low cost task simulators or mock ups and scale
trainers.
Practical training provided through MTS is further performed using all the Tools and GSE provided for aircraft
maintenance.
By combining the expertise of our highly qualified Practical Training Instructors with the most effective
maintenance training devices in the industry, we are supporting higher skills acquisition and ultimately
skilled technicians who are better prepared to safely support your aircraft. Importantly, combining practical
training with theory will significantly reduce training time, and almost eliminates the need for OJT when the
students return to base.
5
SUPPORT AND SAFETY FOR CENTRAL & SOUTH AMERICAN OPERATORS
technology & news
The annual Mexican Operators Conference is getting bigger every year thanks to the growing customer base in
Central and South America.
In November 2014, over 100 customers spanning operators across utility, corporate, government, military, and
other commercial missions gathered in Mexico City for a two-day meeting on topics that included maintenance
improvement, training, materials and logistics. The customer support team presented updates about recent
developments and plans to deliver support at the highest levels to all operators throughout the region.
This year, a special session on pilot safety was added to the programme to address recent issues with the
difficult flying environment experienced by operators, caused by altitude and mountainous terrain, in the Mexico
City area.
Chief instructor pilot Roger Woods, from AgustaWestland Philadelphia, led the pilot safety session that was
well-received by pilots based locally, and lead an open discussion about flight operations and best practices.
The aim of the session was to convey the importance of accident prevention through training, and Roger made
specific recommendations such as the need to improve instrument flying skills, the incorporation of CRM into
current flying syllabus when requested, and a committing to an improvement in instructor standardisation.
AgustaWestland plans to support customers who fly in this challenging terrain by simulating the same
conditions - environment, altitude, and temperature - during specific training.
MY ORDER – A DIRECT LINK WITH OUR CUSTOMERS
One year after the launch of the AgustaWestland Leonardo portal, the Company is now ready to introduce the brand
new My Order platform, a completely new E-Commerce service that will enable worldwide operators to request
quotations and to evaluate the availability of spare parts at AgustaWestland’s warehouse, and submit requests for
quotations and orders directly to the AgustaWestland Administration Office via this secure online tool.
The system was developed during 2014 by a joint AgustaWestland Information & Communication Technology
and Customer Support team; the platform’s functionalities have been tested by a selected group of customers
working in partnership with AgustaWestland to provide valuable feedback and recommendations during the
development process.
Current functionalities
The new platform, which is accessible directly from the Leonardo homepage website, is fully aligned with
AgustaWestland’s Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems,
to additionally improve the integration with AgustaWestland’s customers.
In line with the aim of the Leonardo portal, My Order will allow an improved level of communication and
responsiveness between AgustaWestland and its Worldwide Customer base
If you have any questions, please contact: [email protected]
6
SERVICE EXCELLENCE
Significant changes have been introduced to Customer Support and Training services in 2014 in the form of the
Service Excellence initiative which revolves around the AgustaWestland ‘Think Customer’ ethos. The first major
milestone has been completed and the second and third milestones are scheduled for delivery in 2015.
What is Service Excellence?
Spanning not only Customer Support and Training, but encompassing all company functions, Service Excellence has
included the involvement of three AgustaWestland geographies (Italy, USA and UK) and more than 300 Managers
and Specialists. We have examined our delivery performance, and the way in which we offer services to our
customers, and looked at all aspects of our business from the Direct Operating Costs of our products to the last
logistic step in the supply pipeline of a spare part to our Commercial Customers.
The exploration phase took place between April and June 2014, when more than 40 customers from around the
world dedicated their time to assist us in mapping their needs, providing us with valuable feedback of our business
and making a range of improvements and suggestions, all of which are now in the process of being implemented.
customer focus
Benefits to Customers
Customers are already benefitting from AgustaWestland’s improved ability to meet delivery dates for all Commercial
aircraft models (AW109, AW119, AW139 and AW189). By the end of the year we plan an increase in our delivery
performance to above the 90% Delivery Schedule Adherence (DSA) target.
Part of the new Service Offering will be a new Service Policy which guarantees ‘off-the-shelf’ availability of all high
rotation components. The level of delivery performance will at first be within 12 days for Commercial aircraft models,
and will reduce further during 2015 to align with our 6 day target.
We are also heavily investing in our Supply Chain and Manufacturing Plants, and this will be a continual upgrade
process over the months and years ahead. We will continue to maintain our top class 24/7 AOG service delivered
from our three Fleet Operation Centres located in Italy, USA and UK, to guarantee a 24 hour delivery time of AOG’s
to the company gates.
Additional enhancements
We have completed a brand new Customer Support and Training Worldwide Directory which gives Customers a quick
reference guide of who to contact within our Support & Training teams. This was released in December 2014 as
part of the Company Website evolution.
Service Excellence has also focused on the Maintenance Services delivered at our own AgustaWestland Service
Centres and third-party Authorised Service Centres. The Cascina Costa and Philadelphia Maintenance Centres
have now reduced the turn-around time by up to 30%. This is the result of us implementing a new methodology,
summarised in an internal best-practice handbook.
We will continue to share the progress of Service Excellence and the benefits that it is delivering to our customers.
We will also provide information and further details on some of the other new solutions that form enriched Service
Excellence elements.
We are continuing to listen and improve, to make sure that all our customers can achieve operational success.
7
THE AW169 TRAINING SOLUTION IS
READY
Pilots, maintenance technicians, diagnostic system
analysts and rear crew who operate and support
the AW169 will benefit from comprehensive training
programmes and highly qualified and experienced
instructors as part of the Learning Content
Management System training solution (based on ISD
approach) now available at the Training Academy in
Sesto Calende in Italy.
A new AW169 Flight Training Device (FTD) is currently
being installed in the new simulation building at the
A. Marchetti Training Academy. The aim is for this
new device to be qualified by EASA to FTD Level 2 as
per CS-FSTD (H) in the weeks following installation.
The FTD has been manufactured by AgustaWestland
and operated by Rotorsim - the joint venture between
CAE and AgustaWestland. It offers the form, feel and
function of a Full Flight Simulator, without motion.
The AW169 FTD features the AgustaWestland
developed flight dynamic model, avionics and
aircraft software modeling, combined with CAE core
simulation technologies. It is equipped with a high
performance visual system with 150 degree by 60
degree field-of-view 12 foot dome display system;
it will provide effective pilot training in the use of
automated flight data, systems integration and
other procedures including situational awareness
and decision making under normal, abnormal and
emergency conditions.
The training package for the AW169 incorporates
the AW LCMS training platform, which is based on
Distance Learning and Touch Screen Based Virtual
Interactive Procedural Trainers for instructor-led
and blended learning. The VIPT shares most of the
software applications of the Flight Simulators to
run realistic procedures, drills and malfunctions,
providing the crews with superior preparation.
A Level D FFS will be installed in Italy later this
year, together with the Full Interactive Maintenance
Training Simulator which provides both simulations
based on the real aircraft to support practical
maintenance elements and an instructor Operating
Station for fault injection allowing advanced
troubleshooting. This will complete the Training
Solution for the AW169.
We appreciate your feedback and comments and we
are pleased to provide you any further information.
Please, don’t hesitate to contact us, at the following
e-mail address:
[email protected]
8
“The information and the images contained in this document are for reference only and can be
amended any time without notice. They cannot be reproduced without the written approval of
AgustaWestland and do not constitute and/or cannot be interpreted as a commitment for
AgustaWestland. The applicability, compliance and compatibility of the information and the images
contained, have to be veriﬁed directly with AgustaWestland”.
Visit our exhibition booth at the
Helicopter Association International 2015
Heli-Expo
Booth #5111
Orange County Convention Center
Orlando, FL
CUSTOMER SUPPORT AND TRAINING EVENTS AT HELI-EXPO
AW139 Customer Advisory Board
Hilton Orlando
Monday, March 2nd, 2015
9:00 a.m – 1:00 p.m. CAB
Room Orlando III
We will be pleased to have you as guests for a buffet breakfast
before the start of the AW139 Customer Advisory Board Meeting.
Breakfast is served at 08:00am, meeting starts at 9:00am.
AW109/AW119
Customer Advisory Board
Hilton Orlando
Monday, March 2nd, 2015
2:00 p.m. – 5:00 p.m. CAB
Room Orlando III
We will be pleased to have you as guests for a buffet lunch
before the start of the AW109 Customer Advisory Board Meeting.
Lunch is served at 01:00pm, meeting starts at 02:00pm.
AW139 FIPS
Operators Meeting
Hilton Orlando
Monday, March 2nd, 2015
2:00 p.m. – 3:30 p.m.
Room Lake Nona
Customer Support & Training Breakfast
Hilton Orlando
Wednesday, March 4th, 2015
8:00 a.m. – 10:00 a.m.
Room Florida I-IV
During the Customer Advisory Board Meetings we will also update you on the progress made by the
Maintenance Improvement Teams which have met during the year discussing product and service
improvements.
Please visit us at the AgustaWestland booth to experience firsthand the Customer Support and Training
technology in our dedicated area and to receive the latest information on our renewed Service Offering.
We are looking forward to seeing you there!