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Bombardier Aerospace

How to EnterCompany: Bombardier Aerospace, Toronto, ON, Canada
Company Description: Bombardier Aerospace, Customer Services & Support, Commercial Aircraft is the customer services organization for Bombardier Aerospace, Commercial Aircraft led by our vice-president, Todd Young. Our team employs over 700 people globally to keep our customers flying.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: Bombardier Aerospace

Tell the story about what this nominated department achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The Customer Services & Support (CS&S), Bombardier Commercial Aircraft (BCA) of
Bombardier Aerospace serves its in-service customers with 650 employees, 9
business units, and 7 regional support offices worldwide 24/7. We are always
looking for ways to improve how we work together as a unit to better serve our

BCA CS&S is a 100 million dollar organization whose mission is for operators of
Bombardier planes to always be in flight. We are committed to keeping our
customers flying through our exceptional services and support offered globally
with a focus on product performance, airline support and customer focus.

On a monthly basis our Customer Response Centres receives over 2,600 requests;
the processing times is dependent on the severity which can be resolved within
4-hrs, 1-day or 5-days, it is extremely important to our customers that the
aircraft they are flying is never aircraft on ground (AOG). Our Customer
Response Centres and Customer Care team receives over 2,000 unscheduled emails
and phone calls a day responding to customer needs. How do we know we are
fulfilling our customers’ needs? Each year a customer engagement survey is
conducted, and this year our In-Service Support score is 3.85, an improvement
from 3.05 five years ago (4 being best in-class class).

Since July 2010, BCA CS&S achieved many of its goals for providing an amazing
customer experience:

1. Hosted over 35 domestic and international events with our customers and
suppliers and over 30 supplier management meetings to better understand our
customers’ needs and to better serve them through supply chain improvements.

2. Trained over 81% of our leadership, customer facing and non-customer facing
employees through a Customer Orientation Training program, a customer centric
transformational initiative.

3. Established supplier scorecards to work in conjunction with our suppliers to
improve the customer experience for our operators. Over 53% of suppliers showed
improvements from 2010 to 2011.

4. Initiated Special Attention Plans (SAP) in 2010 for several operators; our
goal is to work with our customers to resolve operational issues they are
facing. After a year of working with one of our customers closing over 88% of
the SAP, it resulted in their fleet reaching the best reliability (99%) in 8
years of service on August 2011.

5. Established Top Reliability Issues Meeting (TRIM) items each year through
many technical working groups and steering committees with our customers, in
2010-2011 we resolved 23 technical issues with over 50 items closed since 2008.

6. Added enhancements to our customer portal, with new
eService offerings to allow customers to directly communicate with the Technical
Help Desk during fault diagnosis and a way to share and access knowledge to
improve reliability and efficiency.

7. Acted as the voice of the customer to the entire organization. As champions
of the customer engagement survey, BCA CS&S manages the survey and communicates
the customer feedback through roadshows and conducts problem solving with teams
across sites.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, []:


Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Todd Young is a graduate of Ryerson University with a Bachelor of Technology in
Mechanical Engineering and a licensed engineer. He has spent over 15 years at
Bombardier Aerospace as Chief of Airframe Structures and System Installation
(1996), Director of Program Management (1998), Director of Methods Engineering
(1999), VP of Operations and Toronto Site Leader (2003) before becoming VP of
Customer Services & Support, Bombardier Commercial Aircraft (BCA CS&S) in 2006.
His background in aerospace production, operations and management provides the
CS&S team of over 650 people worldwide the direction to give Bombardier
customers an amazing customer experience every day.