誰在提供超一流的服務(wù)

當(dāng)您擁有一架上億元的公務(wù)機后，把這架公務(wù)機維修保養(yǎng)好就成為最重要的工作，如同買車養(yǎng)車一樣，也許一架公務(wù)機后期的維修保養(yǎng)的費用會與購機費用持平。

根據(jù)飛行和保養(yǎng)情況，飛機的使用壽命長達(dá)15年甚至是20年，但是按照市場慣例，公務(wù)機在使用到7年左右就會出現(xiàn)置換，而在置換時飛機的殘值含金量有多高就體現(xiàn)在飛機每一次維修保養(yǎng)紀(jì)錄中。

國內(nèi)公務(wù)機的大買家民生金融租賃公司董事長孔林山曾經(jīng)對本刊說，客戶在購買公務(wù)機后，沒有誰敢不認(rèn)真對待公務(wù)機的維修保養(yǎng)，誰敢對自己的生命安全不負(fù)責(zé)呢？本刊從本期開始將遍訪主流公務(wù)機廠商，將各家維修保養(yǎng)服務(wù)的優(yōu)勢特點一一呈現(xiàn)。

When you own a 100million-plus private jet， maintenance and repair become one of the most important tasks. It is similar to caring for your car. Maintenance and repair costs for a jet can eventually be equivalent to procurement costs. A jet typically flies for 15 and 20 years， depending on its flying and maintenance records. But usually a jet changes hand when it has been used for 7 years. The residue value depends largely on its maintenance records.

Kong Linshan， chairman of Minsheng Leasing， the biggest buyer of corporate jets in China told U-Jet that all customers took maintenance seriously， who takes chance with one’s own life? U-Jet is visiting all key manufacturers and will present the results of our survey over several issues， starting from this one.

賽斯納：第一個在華建立維修保養(yǎng)基地

《私人飛機》：賽斯納在進(jìn)入中國市場后，為購機客戶在哪些方面提供了維修保養(yǎng)服務(wù)？有何自己的特色？

賽斯納：跟買汽車一樣，公務(wù)機也必須提供本土化的維修服務(wù)，才能給客戶提供便利，增加客戶的信心。賽斯納主要有幾個特色：一是在國內(nèi)擁有2位專業(yè)駐場服務(wù)工程師，并提供24小時服務(wù)；二是公司的熱線服務(wù)功能，熱線服務(wù)由主流機型的服務(wù)團隊構(gòu)成，其中有設(shè)計工程師、系統(tǒng)工程師、軟件工程師等，而且是全球24小時服務(wù)，能在第一時間給出答案。

最重要一點是賽斯納在中國建立了廠商自己的頂級服務(wù)中心，即在廈門建立了維修保養(yǎng)基地，明年底將建成投入使用。這是其他廠商目前無法做到的。這個中心可以把飛機拆成零部件，再組裝完成。雖然現(xiàn)在不少廠商在國內(nèi)建立了維修保養(yǎng)的授權(quán)服務(wù)中心，但這種服務(wù)分成很多種，即定期維護(hù)、分期維護(hù)、航線維護(hù)等；更高級別的維修保養(yǎng)服務(wù)只能由擁有核心技術(shù)的廠商才能做，這是賽斯納的最大優(yōu)勢。比如客戶的飛機不用再飛到新加坡、北美等地進(jìn)行維修，大大縮減了時間，降低了成本。

而在授權(quán)服務(wù)中心層面，賽斯納已在香港設(shè)有服務(wù)中心，并將在北京、上海設(shè)立服務(wù)中心，賽斯納將要把服務(wù)中心建成一個體系，按照成熟市場的經(jīng)驗，使客戶在一個小時之內(nèi)就能找到一個服務(wù)中心，形成網(wǎng)絡(luò)化。

《私人飛機》：賽斯納在華的服務(wù)中心網(wǎng)絡(luò)未來將如何實施，客戶能獲得什么便利？

賽斯納：請大家再耐心地等一段時間，我們將會有一個服務(wù)中心網(wǎng)絡(luò)的大計劃出臺。歸根結(jié)底這個網(wǎng)絡(luò)由每個授權(quán)服務(wù)中心組成，根據(jù)機群的分布情況，來服務(wù)各種機型。

公司還向客戶提供類似客戶全面關(guān)懷計劃的ProAdvantage項目和CESCOM服務(wù)，涵蓋維修和零部件供應(yīng)，即購買公司產(chǎn)品之后5年內(nèi)進(jìn)行維修保養(yǎng)及對易損件更換等項目，在這個服務(wù)范圍內(nèi)客戶不用再付費，便于客戶控制自己的成本，因為飛機在使用過程中可變成本占很大比例，客戶不易控制。比如賽斯納推出的300小時1年、600小時2年、900小時3年、1200小時4年的維修保養(yǎng)套餐，由客戶根據(jù)需求自由選擇，在時間期限之內(nèi)出現(xiàn)任何問題都不用客戶再額外付費，基于此，賽斯納在過去的兩年所有公認(rèn)的售后服務(wù)評估體系中，排名非一即二。

《私人飛機》：賽斯納如何在對客戶購機后做到最大程度的保值？

賽斯納：雖然現(xiàn)在中國購機客戶對維修保養(yǎng)比較重視，但專業(yè)性還有所欠缺。廠商對客戶飛機的任何飛行信息都要做詳細(xì)記錄，而且記錄必須是局方有資格的人批準(zhǔn)簽字，賽斯納還會有定期的檢查，這需要客戶高度重視，同時也需要普及。所以同在飛行2-3年時間后，賽斯納的飛機的殘值一直是行業(yè)中比較高的，因為這些重要的參數(shù)缺少一個即會令飛機貶值。

主流公務(wù)機廠商只有賽斯納是第一家在中國投建自有服務(wù)中心的廠商，這是不同于別人的地方。我們的想法就是別人做得好的我們要做得更好，別人做得更好的我們要做得更精。

U-Jet: What maintenance and repair services is Cessna offering to clients? Anything special?

Cessna: Just like the automobile industry， jet manufacturers need to provide local maintenance services for the convenience and confidence of clients. Cessna is special in that we have two field engineers providing 24-hour services. In addition， we have a hot line manned by the service team of our main models， comprised of design engineers， system engineers and software engineers， again offering around-the-clock services worldwide and providing immediate responses.

A highlight is that Cessna is building its own top-class service centre， a maintenance and repair base in Xiamen， to be up and running by the end of next year. No other manufacturers can offer that. At the base， a plane can be dismantled into components before being reassembled. A lot of manufacturers do have authorized services centers in China， but can only offer routine maintenance， periodic maintenance and route maintenance， etc; higher-level maintenance and repair can only be done by manufacturers themselves， who are the only ones to have relevant core technologies. This is Cessna’s biggest advantage: planes don’t have to fly to Singapore or North America to be repaired， saving a lot of costs and time.

Cessna will have authorized service centers in Beijing， Shanghai and Hong Kong. Cessna and Hawke Pacific Ground Service Limited will enter into an authorization service contract soon. Cessna will build a whole network of service centers， similar to mature markets. With this network， clients can access a service centre within one-hour.

U-Jet: How to implement such a service network and how can clients benefit from it?

Cessna: Our clients need to bear with us for a while， before we launch our grand plan. The service network will include authorized service centers， serving different models according to where they locate.

The company is initiating a total care plan， providing maintenance and components to clients. Under this program， clients enjoy fixed prices on maintenance and replacement of wearing parts within 5 years of purchase， even if prices go up. Clients don’t need to pay extra within the service scope， so that they can control their costs. Variables costs account for a large part in usage. For example， Cessna offers 4 packages for clients to choose: 300 hours a year， 600 hours 2 year， 900 hours 3 years and 1，200 hours 4 years. Clients don’t pay extra within this limit. Cessna has ranked number one or two over the last couple of years on post-sale services largely for this program.

U-Jet: How can Cessna help clients to enhance residue value?

Cessna: Chinese clients pay a lot attention to maintenance and repair but they are not very professional. Manufacturers keep a detailed record of flying information， and the record needs to be signed by qualified people. Cessna checks the record regularly. This needs to be supported by clients. Cessna planes tend to have high residue value after 2-3 years. Missing parameters mean depreciation.

Amongst mainstream manufacturers， Cessna is the first one in China investing in a maintenance and operations base. This is our differentiation. We try to always do better than competitors.

豪客比奇：

未來加強華北市場售后維護(hù)建設(shè)投入

《私人飛機》：豪客比奇目前在公務(wù)機的售后維修和保養(yǎng)體系上有何特點？

豪客比奇：豪客比奇去年11月指定上?；艨颂窖蠊珓?wù)航空服務(wù)中心為其首家位于中國大陸的授權(quán)服務(wù)中心 (ASC)。該授權(quán)服務(wù)中心位于上海虹橋國際機場，霍克太平洋可提供的產(chǎn)品支持服務(wù)包括飛機維護(hù)，內(nèi)部結(jié)構(gòu)調(diào)整，售后支持，發(fā)動機維護(hù)、修理及大修，提供航空電子設(shè)備零件及其相關(guān)服務(wù)等。

豪客比奇一直致力于加大其對中國市場的投入。除了上海的授權(quán)服務(wù)中心之外，豪客比奇也在香港指定了授權(quán)服務(wù)中心， 在北京、上海和香港設(shè)立了銷售和技術(shù)支持代表處，并且在北京和香港建立了航材中心。

公司在北京、上海分別配置1名技術(shù)工程師，今年開始公司又增加了3名技術(shù)工程師，說明我們對售后維護(hù)的重視，而航材中心可以在第一時間為客戶飛機提供航材更換，節(jié)省時間提高效率。

《私人飛機》：豪客比奇1月已經(jīng)在上海的ASC完成了第一架公務(wù)機的維護(hù)，請問這為客戶帶來了哪些便利？

豪客比奇：此次維護(hù)的豪客4000由金鹿公務(wù)機有限公司執(zhí)管。整個維護(hù)過程歷時10天，完成了包括12個月定期檢查、排故和勤務(wù)等在內(nèi)的30多項工作，按時交付客戶，并于日前順利完成維護(hù)之后的首航。豪客4000是目前世界上最先進(jìn)的超中型噴氣公務(wù)機，也是全球首架采用全復(fù)合材料機身的該類型飛機。

中國用戶的豪客4000在上海進(jìn)行維護(hù)，相比以往必須飛往香港、新加坡維護(hù)節(jié)省了3-5天，同時節(jié)省了可觀的調(diào)機、燃油、關(guān)稅和人工等費用。

《私人飛機》：豪客比奇未來在售后運營維護(hù)方面有哪些設(shè)想？

豪客比奇：公司與上海霍克太平洋的合作主要面對華東、華南市場，公司下一步的重點是在華北市場也有類似的規(guī)劃和投入，具體計劃仍在制定中。隨著公務(wù)機市場的發(fā)展和政策支持、民間資本的進(jìn)入，市場成熟度會越來越高。

《私人飛機》:今后有更多的公務(wù)機客戶選擇跨境飛行，豪客比奇如何保障在全球范圍內(nèi)的維護(hù)？

豪客比奇：公司在全球有100多家ASC支持維護(hù)體系，只要客戶飛機?？砍鞘杏蠥SC的網(wǎng)絡(luò)，就可以為其提供應(yīng)有的維護(hù)服務(wù)。

《私人飛機》：豪客比奇如何看待國內(nèi)客戶需求的變化？

豪客比奇：中國客戶對公務(wù)機的選擇更趨理性化、成熟化。公務(wù)機的購買需求一般是看客戶75%的出行目的需求是什么，如果75%的飛行主要在國內(nèi)，應(yīng)該購買適合這種航程的飛機，而經(jīng)常進(jìn)行國際飛行的客戶則應(yīng)選擇遠(yuǎn)程公務(wù)機。

對公務(wù)機用戶來說，售后服務(wù)極為重要，是他們選購飛機時考慮的關(guān)鍵因素之一，公司將繼續(xù)加大對中國的投入和售后支持力度，但目前公務(wù)航空市場環(huán)節(jié)的不完善良也對廠商的維護(hù)中心的建設(shè)產(chǎn)生了一定影響。

U-Jet: What are Hawker Beechcraft’s strengths in post-sale services?

HB: In November last year， HB authorized Hawker Pacific Business Aviation Services Centre as its ASC in China. It is located at Hongqiao Airport of Shanghai. Hawker Pacific offers aircraft maintenance， interior layout change， post-sale support， engine maintenance， repair and overhaul， and avionics components and services.

HB has been stepping up its investment in China. Apart from the ASC in Shanghai， HB has another one in Hong Kong， in addition to its sales and technical support offices in Beijing， Shanghai and Hong Kong. It also has aviation materials centers in Beijing and Hong Kong.

HB has a technical engineer in Shanghai and Beijing each and has added 3 more this year， showing our focus on post-sale services. Aviation materials centers can replace components immediately， saving time and improving efficiency for clients.

U-Jet: HB completed the first maintenance assignment in January at its Shanghai ASC. How has the client benefited from it?

HB: The HB 4000 is operated by Jinlu Business Jets. The maintenance lasted for 10 days， covering more than 30 tasks， including a scheduled check at 12-month interval， troubleshooting and other services. The aircraft was returned to the client on time， and it has completed its first flight since. HB 4000 is the most advanced super-midsize jet in the world， and the first all-composite-body aircraft.

In the past， HB 4000 was maintained in Hong Kong or Singapore. Now in Shanghai， 3-5 days can be saved， as well as costs on positioning flight， fuel， tariffs and labor.

U-Jet: How is HB planning for post-sale maintenance in future?

HB: HB-Hawer Pacific partnership serves the east and south markets. The next step is to have similar facilities in the north. The plan is still being worked on. As corporate aviation develops， governments offer policy support and private capital joins in， the market will get more mature.

U-Jet: More corporate jet users will fly cross borders in future. How will HB guarantee maintenance worldwide?

HB: HB has more than 100 ASCs worldwide. As long as clients stop in cities with our ASCs， they have access to our maintenance services.

U-Jet: How does HB see the changes to domestic clients?

HB: Chinese clients are getting more rational and sophisticated. Clients need to ask: on 75% of occasions， where they are flying? If 75% of destinations are in China， they should consider aircrafts of compatible range. Those who fly international routes regularly naturally should choose long-distance jets.

For business aviation clients， post-sale services are extremely important. This is a key consideration when clients choose aircrafts to buy. HB will step up investment and post-sale services in China. But today， business aviation is still not very developed， putting constraints on our establishment of service centers.