Operational support lifts off at Airbus
“Dedicated support is a real driving force for continuous improvements and business communications.” Isabelle Pages, Projects & Processes Continuous Improvement (PMQI), Airbus
About Airbus
Every second aircraft with more than a hundred seats is made by Airbus. That makes it one of the world’s leading aircraft manufacturers. Headquartered in Toulouse, France, it is part of the European Aeronautical Defence Systems (EADS) group. It has a global network of more than 1,500 suppliers in over 30 countries.
What Airbus needed
When you have a rapidly growing order book like Airbus, you have to make the best operational support available to business units and suppliers.
The challenge
Airbus needed to get a lot of work done on time. The challenge was obvious. To provide dedicated and centralised support for each application you need a team with strong technical and functional knowledge - one that speaks four languages too. Airbus understood that. A dedicated Support Centre would free the project teams. No more end-user problems and queries.
Our Answer
Setting up the Support Centre was a challenge. But Logica and the Airbus teams were up for it. The new centre would offer ‘level 2’ support for supply chain and logistics applications.
To meet the challenge, the Airbus - Logica strategy revolved around:
- an initiative to make its operations more efficient
- using ITIL (IT Infrastructure Library) and better ways to do things
- finding the right tools for each task
- services organised like a catalogue to get the most out of them
- having the service desk collaborate with project teams and save but get better service
- Using correct reports to get support in line with service level requirements
A success story
The Support Centre has helped Airbus improve operational support– year on year. The numbers prove it. Logica handles all operational support activities. Users have the information they need on time. That makes them more efficient and productive. Hervé Montézin, who is Head of Procurement at Support Centre, Airbus says “It is a great tribute to Logica that they are now supporting 16 applications for 100,000 users around the world. Users are consistently delighted with the quality of the service, with feedback showing a high level of user satisfaction that averages 90% satisfied or very satisfied.”
That’s not all. In 2006, Airbus decided to outsource its entire procurement support to Logica under its new ‘make or buy’ strategy.
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