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Bell Helicopter Customer Service
Facilities to Raise the BARS

 

Press Contact
Mike Cox (817) 280-2783
mcox @ bellhelicopter.textron.com

Greg Hubbard (817) 280-8245
gdhubbard @ bellhelicopter.textron.com

 

ORLANDO, Fla. (February 28, 2007)

-- Bell Helicopter, a Textron Inc. (NYSE: TXT) company, at Heli-Expo 2007 announced changes to the more than 150 Customer Service Facility (CSF) service centers in 22 countries around the world. These facilities include Aircraft and Component Maintenance Facilities and Blade and Structural Repair Facilities responsible for Bell Helicopter's worldwide authorized helicopter maintenance services. The changes being implemented throughout 2007 are designed to improve the consistency of service from CSF to CSF, and to make the CSF Network stronger by improving the business environment for service centers.

 

Changes to the Bell CSF network include a more formal process for accurately receiving customer and OEM feedback on CSF performance and using that feedback to drive future improvements. The process, called Bell's Achievement Ranking System (BARS), is a more robust CSF evaluation process which will improve the quality, frequency, and significance of CSF audits.

 

Trey Wade, Director of Strategic Partnering at Bell Helicopter, stated, "Bell Helicopter has a history of listening and responding to its customers. The number one differentiator between Bell and other helicopter OEMs is that no matter how great the level of service, Bell works diligently to raise the bar to achieve that next higher level of service that our customers demand. These changes help ensure Bell stays ahead of those demands."

 

Each CSF will be audited to the minimum standards of the CSF specification consistent with current requirements and audit practices. In addition, each CSF will be rated annually on the following measurable factors:

1. Customer Satisfaction
2. Inventory Practices
3. Amount of 3rd Party Service
4. Bell Related Business Practices
5. Service Comprehensiveness
6. Quality of Technical Expertise
7. Facility & Administration
8. Attendance at CSF Annual Meeting

Each of the metrics is scored individually and then tallied together on a 100 point scale to provide the CSF with an aggregate score and relative ranking within the Bell CSF Network. Wade stated, "Our customers demand that CSFs be upheld to the industry's highest standards of quality, technical support, safety, and responsiveness. Earning this level of trust comes with a great deal responsibility. BARS will provide Bell with a comprehensive process for qualifying our CSFs and ensuring that they meet customers' expectations."

 

The Bell Helicopter Customer Support and Services Division is headquartered in Fort Worth, Texas.

 

Bell Helicopter is an industry-leading producer of commercial and military, manned and unmanned vertical lift aircraft and the pioneer of the revolutionary tilt rotor aircraft. Globally recognized for world-class customer service, innovation and superior quality, Bell's global workforce serves customers flying Bell aircraft in more than 120 countries.

 

Textron Inc. is an $11 billion multi-industry company operating in 32 countries with approximately 40,000 employees. The company leverages its global network of aircraft, industrial and finance businesses to provide customers with innovative solutions and services. Textron is known around the world for its powerful brands such as Bell Helicopter, Cessna Aircraft, Jacobsen, Kautex, Lycoming, E-Z-GO, Greenlee, Fluid & Power, Textron Systems and Textron Financial Corporation. More information is available at www.textron.com.

 

http://www.bellhelicopter.com
Bell Helicopter Textron Inc. Post Office Box 482, Fort Worth, TX 76101

 

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