Total customer solutions key to the future

Citation

DiVito, J., Retz, K. and Tonn, C. (2000), "Total customer solutions key to the future", Aircraft Engineering and Aerospace Technology, Vol. 72 No. 5. https://doi.org/10.1108/aeat.2000.12772eaf.002

Total customer solutions key to the future

Total customer solutions key to the future

Keywords Boeing, Conferences

A senior Boeing executive recently said that today's urgent needs of the commercial aviation industry are at the core of the Boeing Company's plan for the twenty-first century. Seddik Belyamani, executive vice president, Boeing Commercial Aeroplanes, spoke at The Economist Global Airlines Conference.

"Our world-wide commercial airplane customer base is challenged to succeed in the twenty-first century", said Belyamani. "Boeing is listening hard to its customers, deploying the resources of the entire company and applying extraordinary intellectual capital to this critical task."

Acknowledging that Boeing has been at the heart of the aerospace industry from its beginning, Belyamani said that now is the time to start thinking of Boeing Commercial Aeroplanes as not just an aircraft manufacturer, but as a "total customer solutions" provider.

"Today, and increasingly in the years ahead, industry leadership means more than just supplying aeroplanes", Belyamani added. "The Boeing strategy is to offer customers total solutions for the dynamic, complex air travel marketplace. This is the critical path for the successful manufacturer in the years ahead. This is the role that the aircraft products and services provider of the twenty-first century must play if our industry is to continue to grow and be successful."

In his speech to more than 100 aviation industry executives, Belyamani pointed to "open skies", the information technology explosion, global alliances, e-commerce, passenger expectations, infrastructure issues, safety and the environment as major forces that will shape the industry's future. He said the world fleet of commercial jets has tripled in the last 20 years to nearly 13,000 aeroplanes.

"Boeing expects the fleet to double again over the next 20 years. The number of revenue passenger kilometres (RPK) served in 1980 was 1.25 trillion; today it's more than two-and-a-half times that – nearly 3.2 trillion; and in 20 years we see this measure multiplying to over eight trillion passenger-kilometers", he said.

Belyamani indicated that Boeing has streamlined the company's organisation to meet the urgent demands of the twenty-first century market.

"As the manufacturer of approximately 80 per cent of the world's jetliner fleet, we are in the unique position to bring value to our airline customers, through a comprehensive, integrated array of products and services to support the entire airline operation", he noted. "This has meant reshaping our company – becoming more nimble – and redefining who we are. Offering total solutions requires expanding our industry-leading product family. We're expanding the aviation services we offer. We're aggressively looking to information technology for new ways of meeting conventional requirements. And strategic investments are expanding both our resource base and the kinds of services and products we can offer."

Boeing recently announced a wide array of new products including the new longer range 777s, advanced winglet technology, and innovations in cabin design. Boeing has also announced new and expanded commercial aviation services including a Rapid Response Center and new offerings in engineering, modifications and maintenance services.

The company recently launched a new Web site, called myboeingfleet.com, as a single source of online maintenance, engineering and flight operations data for employees. The password-protected Web site consolidates the company's current online offerings – Boeing Digital, Web BOLD and Flight Technical Services Online – and serves as a platform for new and expanded airline support services.

In addition, Boeing has made two major announcements concerning information technology and e-commerce. What is thought to be the world's first and largest online aerospace and defense global trading exchange is a joint effort with BAe Systems, Lockheed Martin, Raytheon and Commerce One. Boeing also announced plans to develop Connexion by Boeing, a global communications network that will provide travellers with what is believed to be an unparalleled array of high-speed data communication services via a space-based network. Air travellers will be able to access the Internet, e-mail, television, news and information in real time at 40,000 feet.

Boeing also provides solutions to customers through Boeing Capital Corporation, providing custom financing and leasing solutions for commercial aircraft, business aircraft and commercial equipment.

Details available from Boeing. Tel: +1 206 766-2041.