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Performance


3.29


1. Does the power performance meet your expectations in your mission/job profile? 3.35


2. Does the speed performance meet your expectations in your mission/job profile? 3.56


3. Does the comfort-usefulness of the pax-crew cabin meet expectations in your mission/job profile? 3.05


4. Does the comfort-ergonomics of the cockpit meet expectations in your mission/job profile? 3.21


MD Helicopters is another legacy aircraft manufacturer that has a very loyal client base, especially in the 500 series aircraft and among the pilots who operate them. The OEM garnered some of the highest marks in performance, reliability, and safety. Their lowest marks came in the area of customer support, which the manufacturer has been working to address for several years. We asked MD to comment on its lowest score area: parts availability.


According to Nick Nenadovic, vice president of Aftermarket and Customer Support, “Yes, parts availability has been an issue raised often by our operators. This is not a problem unique to MD Helicopters. We have made considerable strides in recent months in both on-hand inventory levels and delivery of parts to MD operators. Our past due backlog, for example, has seen a reduction of more than 40 percent, and we remain focused on ongoing improvements.” In order to accelerate these efforts, MD Helicopters indicates that is has a roadmap that will:


• •


Actively increase sourcing and on-hand stocking levels of the correct parts in Mesa, Arizona.


Bring the design and production of select parts and components in-house, making them less impacted by long supplier lead-times.


• •


Continue to improve call center and field service response times.


Develop a predictive fleet maintenance system and expected demand model to ensure that not just more parts, but the right parts continue to be available.


Response by Model • • •


37.9% MD500 39.7% MD500E 8.6% MD530F


38 July 2015


Training 2.99


5. Do the training courses offered by the OEM meet expectations? 2.97


6. Does the quality of the training courses offered by the OEM meet expectations? 3.13


7. Do the training resources offered (sims, aircraft, instructors) by the OEM meet expectations? 2.90


8. Does the scheduling-availability of the training courses offered by the OEM meet expectations? 2.95


Maintenance & Support 2.48


1. As it relates to ease of maintenance (mx manuals, access panels, special tools, etc.), are your expectations met? 2.90


2. As it relates to the responsiveness of maintenance and support received from the OEM, are expectations met? 2.17


3. As it relates to the AOG support received from the OEM, are expectations met? 2.25


4. As it relates to the parts availability received from the OEM, are expectations met? 2.10


• •


6.9% MD520N 6.9% MD902 Explorer


5. As it relates to the warranty fulfillment received from the OEM, are expectations met? 2.65


6. As it relates to the OEM’s technical representative’s knowledge and responsiveness to your needs, are expectations met? 2.82


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