Presented by

Philippe GALLAND / Head of Customer Services

Customer Services

Company overview Focus on Services

C 212, CN235, C295 A330 MRTT Services A400M

Services Strategy Reminder

• Technical Publications

• Training Services

• Technical Support

• Spare Parts, Material Support

• Configuration management and continuous

airworthiness

1990’s

PSS FISS

Today

MRO Services

Fleet Operations

Engineering Services

Advanced Logistics

PBH Services

Depth

Maintenance Forward

Maintenance

Aircrew &

Resource

Management

Mission

Planning and

Operations

Operate

Customer’s

Mission

Supply Chain

Management

FISS Mission

Fleet

Management

Mission

Training Worldwide

deployment

Future

Product Support & Services Full In-Service Support

Ensure sustainable & profitable growth

FISS Model Approach

• To obtain best operational performance and benefit from an integrated

service focused on customer needs

• Pay by the hour service including different packages, from spare parts

availability (FISS Material) to a Mission availability (FISS Mission)

Key advantages

Customer focus on their business

Fixed budget

Spare part availability guaranteed

Fleet availability guaranteed

Mission availability guaranteed

FISS = Fixed Budgeting + Guaranteed Availability in a Single

Contract

FISS Model Breakdown

Replenishment Customer

Stock &

repairs

Pool

Maintenance Fleet Mgmt

& Maintenance

engineering

Technical

Services &

Assistance

Mission

Operation

Mission

Support Training

+ +

+

Current customers & operators

FISS presence Customers

More than 800 AC

More than 130 operators

In more than 60 countries

Services transformation

•Improving the Service Performance & the Customer Satisfaction

•Securing the MRTT & A400M EIS

Services performance evolution FISS

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

ene-11 feb-11 mar-11 abr-11 may-11 jun-11 jul-11 ago-11 sep-11 oct-11 nov-11 dic-11 ene-12 feb-12 mar-12

Fleet availability due to AOG

Fleet availability due to AOG & AM Maintenance

Fleet availability due to AOG, AM maintenance & Customer maintenance

•AM involvement can help to improve the overall fleet performance

•In particular joint fleet management can provide significant improvement

AM responsibility

(AM & Customer) responsibility

Fleet availability

Services performance evolution AOG (for traditional service)

Re

pair

on

Tim

e D

eli

ve

ry (

%)

Repair Dossier Close Date

Repair on Time Delivery (monthly)

% Dossier On time

100%

% A

OG

ord

er

lin

es

Creation Order Line Date

Spares - AOG delivery 48 Hours (monthly)

% AOG delivery 48 H

100%

AM support non-FISS customer via adequate inventory for AOG purposes

FISS Mission model SASEMAR & SVA example

SASEMAR - Current Campaign

• 3 CN235 + 8 H/C

• 3 Maintenance Bases

• 11 Operation Bases

• More than 6000 FH/year

Customs (SVA) – Current Contract

Servicio de Vigilancia Aduanera (SVA)

including:

•Operation

•Material Supply

•Maintenance

•Maintenance Engineering

•Fleet Management

MRTT - RAAF

One year of Operation Story

More than :

700 FH

200 Flights

March,2012

• April 4th, Aircraft released for starting flight operations under the UK military register

• April 8th, Maiden flight of the MRTT with the UK Royal Air Force

• Inauguration of the FSTA new facilities

• Local footprint in UK – AM subsidiary

(deployed team of 5 people)

• Achieved Milestones in Services

EASA Part M & Part 145 approval for Air Tanker Services for Voyager

First C-check on time for Voyager Aircraft

More than 125 technical queries

Flown virtually every day – extremely high reliability

SAP development in readiness for Voyager

Initial Tanking Service

MRTT – FSTA / Voyager

MRTT – UAE & RSAF

UAE & RSAF getting ready for the Entry Into Service

ECAS in operation in

Saudi Arabia

AMROC partnership

in place in UAE

Started to deliver the first batch of spares for EIS

Initial editions of Tech. Pubs. delivered

Training for pilots and maintenance personal

currently ongoing

RSAF First boomers in services

1) 2)

Additional

Services

Fleet Management

Flight Operations Services

EIS Support

Material Support Services

Maintenance Services

Training Services

Technical Support Services

Basic

Services

Optional

Services

Launch Contract

Supportability Assurance

Maintenance & Repair

Aircraft Ground Equipment

Material Support

Technical Information & Data

Ground Support Devices

Training &Training Aids

Technical Support

A400M ILS & ISS Products and Services Landscape

A400M EIS Preparation (First Customer)

• To properly service the aircraft, France is relying on two elements :

Integrated Logistic Support, delivered via the Launch Contract and

In-Service Support, added via an additional ISS contract

• The Integrated Logistic Support is delivering :

Aircraft Ground Equipment – Most of the AGE is developed, all necessary AGE will be

available for EIS

Technical Documentation – Test compilation has been performed to safeguard

delivery of first set of documentation in Autumn

Ground Support Systems – France will get e.g. a Maintenance Data System and

Mission Planning and Restitution System for EIS

Training – Syllabi are developed and the International Training Centre in Seville

established to train first set of pilots, loadmasters and maintainers in the fourth quarter

of 2012

Material Support – Long lead time items are ordered

A400M EIS Preparation (First Customer)

• The in-service support contract joins the integrated logistic support

elements with an integrated service solution comprising of :

Fleet Management Support

Service

Repair Management

Entry Into Service (EIS) Team

AGE Support

Set-up of Repair Shops on Main

Operating Base

Technical Support

• AMSL has made an ISS offer to France which is under negotiation

• AMSL is intending to offer spares availability service as an option to such

contract later in the year

Field Representatives

Technical Engineering

Query Answering Service

Ground Tools Support (MDS, MPRS, etc)

Supporting IS/ IT tools

Business Management

A400M Other Nations’ In-Service Support

• All Nations are benefitting from the jointly contracted Integrated Logistic

Support elements of the Launch Contract

• The additional in-service support elements are following the below plan:

First ISS offer delivered to Turkey in April 2012; it is envisaged to contract by

the end of the year

United Kingdom is expecting its ISS offer in fourth quarter of 2012 to be

contracted in first quarter of 2013

Germany is expected to issue its

request for proposal in the fourth

quarter of this year; to be

contracted in 2013

Other Nations will

follow suit

Page 18

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AIRBUS Y AIRBUS MILITARY, sus logotipos y los modelos A300, A310, A318, A319, A320, A321, A330, A340, A350, A380, A400M, A330MRTT, C212, C295 y CN235 son marcas registradas.

Thank you