Sikorsky seeks higher customer satisfaction
By Manufacturing Business Technology Staff -- Manufacturing Business Technology, 4/28/2008 12:00:00 AM
Sikorsky offers customers various maintenance assurance programs to improve aircraft availability and operate their fleets at a known cost. Included in this offering is the Total Assurance Program (TAP), covering up to 98 percent of costs related to parts and services. Now the company is adopting predictive analytics to increase customer loyalty by proactively anticipating customer needs in helicopter fleets.
The manufacturer will use SPSS Predictive Analytics text mining and data mining software along with the Predictive Analytics enabling platform to analyze helicopter and pilot data collected by the aircraft health and usage monitoring system and flight maintenance log records.
SPSS Predictive Analytics allows Sikorsky to analyze structured data—e.g., historical and current information on individual helicopters—and use text mining for the unstructured data, including pilot and maintenance crew fault logs. By incorporating information from all data sources, Sikorsky will be able to determine the relationships between how the aircraft is being operated and maintained, as well as consumption of parts. The deeper understanding of these correlations will allow Sikorsky to take proactive action to reduce direct maintenance costs.
Says Ted Kell, Sikorsky manager of logistics technology, “The incorporation of SPSS into our customer maintenance program supports our continued goal of being recognized worldwide as the No. 1 vertical flight company that serves our customers with exceptional one-to-one service.”
