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train and retain key workers and technicians. The average bench experience of a QAI technician exceeds 16 years. Some have nearly 30 years under their belts. Most employees have technical degrees, military training and experience, major airline bench experience and advanced degrees. QAI also recognizes the importance of continu- ous on-the-job training and education and con- stantly invests in employee development. Justin Smith is employed as manager of the component shops. He began his career as a technician with the company. Soon after, Justin earned his engi- neering degree from world-renowned Carnegie Mellon University and was promoted to his cur- rent position. Employees are sent to aviation, air- line and OEM training courses for technical training and to stay abreast of changes and inno- vations in the industry.


Quality Customer Service Customer service has been a cornerstone in


ROTORCRAFTPROFESSIONAL


the success of QAI. Daily meetings occur among department heads to communicate


customer


orders, needs, and production schedules. The entire senior staff maintains an intimate knowledge of every project. Shop managers meet with upper management to discuss process improvements, acquisitions of new equipment and customer expectations in order to ensure flawless handling of customer needs. “It is imperative that we understand all that


is going on within our organization,” said Skip Cook, director of sales and operations. “We pride ourselves in knowing the needs of each customer. Downtime equates to lost revenue for our cus- tomers so we have created seamless processes to ensure we are effective and efficient across the board. We take great pride in reducing mean time between unscheduled removal of parts (MTBUR). Our customers have come to respect and appreciate our knowledge and responsiveness across the entire organization. We are known not


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only for quality products but also for superior customer service,” Cook explained.


Quality Programs QAI specializes in the repair of instruments,


avionics and accessories. With a Class 100,000 clean room and state-of-the-art test equipment, QAI is able to provide the customer with a high-quality, cost-effective repair. QAI’s expertise is not limited to instruments and avionics. They also have a state-of-the-art


accessory service


center where they repair lighting systems, fuel systems and electromechanical devices. QAI technicians repair and overhaul a wide


array of products and also maintain a large inven- tory in their exchange pool. A variety of instru- ments, accessories and avionics are available for exchange to minimize customer down time. Since they are able to repair and overhaul the majority of their inventory, they can provide customers with a unit that has been recently tagged and


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