Aerospace - OEMs
Your Challenge
Your job is to delight your customers with the highest possible level of service. They have made an investment in your product and expect it to work perfectly, as installed. When it doesn’t, they expect fast, knowledgeable, and accurate solutions, 24 hours a day, seven days a week.
Your Environment
- Customers, products types and service bulletins increase, but resources don't
- Even newcomers in the service department have to be experts to the customer.
- Many of the real experts are retiring or being lured away by competitors.
- A first-time fix keeps the customer happy - but sometimes built-in tests don't help, and fault isolation manuals take too long.
- Newer aircraft are more complex and more reliable so
- technicians see fewer faults to build experience from,
- yet the faults that do occur are difficult to isolate and rectify.
- And every day it gets more difficult to provide timely, cost-effective maintenance.
The Solution
The solution is SpotLight, a guided diagnostic system that uses real world experience to steer maintenance staff as they troubleshoot, and then points them to the appropriate repair procedure once the root cause is identified.
- The expert troubleshooting software application, developed by CaseBank, delivers expert diagnostic guidance for solving equipment and process problems.
- The custom knowledgebase of diagnostic and repair information built by specialized knowledgebase development staff, using your maintenance experience and expertise.
SpotLight can help deliver:
- Increased customer satisfaction through faster fixes.
- Reduced time and costs for call resolutions.
- Capture and preservation of "walking knowledge" prior to retirement or attrition.
- Increased visibility into the troubleshooting activity in the field.
- Reduced resource and training costs by,
- Shortening the learning curve for new staff,
- Reducing diagnostic time, and
- Increasing average diagnostic knowledge and quality of response.
Contact us today to discuss how.
A maintenance technician, newly endorsed on an aircraft, is assigned for the first time to this type of aircraft. Although he is experienced on other aircraft, he still feels a certain uneasiness. Aircraft are very complex. There is no possible way for the new technician to become an instant expert. His classroom training gave him a basic understanding of how the aircraft systems work normally and how they are repaired, but he knows that these complex systems don't always fail in predictable ways. In many cases the manuals do not help – he must rely on the help of more experienced technicians who have seen such failures before. The only problem is that the technicians with that experience never seem to be around when needed.
When he arrives at the aircraft and checks the logbook, the technician finds that a critical system is failing intermittently. The pilots are complaining about unreliable operation. Following the troubleshooting manual does not isolate the fault. He tries swapping computers, but to no avail. Is it a software bug? An intermittent hardware component? A chafed wire somewhere in the miles of wiring that run through the aircraft? He suspects another technician may know the solution to this problem, but he has no idea where to find that person. He involves more and more people in the troubleshooting, and changes more and more parts. Soon, the Station Operations Center is screaming to get the aircraft back into operation. Finally, the solution is found. It turns out that there is a connector on the aft pressure bulkhead that has corroded, causing intermittent behavior in the system. Now the new technician knows something that very few other technicians know.
With CaseBank's guided diagnostic support, had this problem been seen before, the technician would have been quickly guided to it. If not, then this solution has already been captured by the software, and after expert validation, would be made available to the next technician who is presented with the problem.
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