MODULE ADDITION TO SPS: WEIGHT AND BALANCE

-600 SNAPSHOT STATUS

EDITO: CURRENT CHALLENGESBY LILIAN BRAYLE

June 2012

N°12

THE ATR CUSTOMER SERVICES NEWSLETTER

https://www.atractive.com

FEEDBACK:Comments on any of the articles in this issue should be sent to: fit.newsletter@atr.fr

FIT Newsletter can also be found in the ATR Customer Services Portal: https://www.atractive.com/ATR Community/Newsletter & Guidelines / FIT

EDITODear Reader,

As the 12th issue of your FIT magazine reaches you, I wish to shine the light on the specific goals and chal-lenges the staff of our Product Support § Services Department work with. The reason for that is to share with you how much, more than ever before, they are aware that commitment to customer satisfaction is a crucial yet small part of the effective support equation we deliver. Hard work, vision and concerted actions altogether must come into it.

We have a substantial 3-year production order book in hand; it means overall medium term performance objectives are high, plus, existing goals for the immediate and short-terms already integrate the sizeable growth in the number of in-service ATR aircraft we have known over the recent years. As happy and enviable a situation as it is, it is a demanding one.

Exponential need for product availability is further combined with the achievement of extended product life. Our support staff know that their today’s work is work for the entire life performance of every ATR aircraft, delivered or yet to be delivered. Every support facet (from front office assistance to pilot training to maintenance planning), requires them to anticipate on prolonged aircraft life and customer expectations. Not such an easy task when, over time, we can all observe the rapid evolution of business models applied in the aviation industry, and of their matching service needs…

The sharpness of our anticipation must begin with the ways we select our supply chain, so that partners and suppliers alike offer the same vision for excellence and long-term commitment as ours. We must continue to adapt, in full accept-ance of whatever changes may loom in the aviation world. The ATR Product Support § Services’ approach is to consciously, proactively and conscientiously do so. Soon, we shall have opportunities to impart information on ATR projects in-hand, notably during the traditional Operator Conferences in the autumn. Such events are precious times for all: feedback, sharing experiences and worldwide visions improve what is available; such times enable the consolidation of action plans in a client-manufacturer concerted manner, for the benefit of all concerned. Until then,Happy reading.

Lilian BrayleSenior Vice-President Customer Services

3

CONTENTS

CUSTOMER SERVICES HIGHLIGHTS

HOW WE MONITOR

THE DEVELOPMENT OF SERVICES P. 4

CSR MATTERS IN VIEW P. 6

TRAINING AND FLIGHT OPS

MODULE ADDITION TO SPS:

WEIGHT AND BALANCE P. 8

ENGINEERING & MAINTENANCE

SNAPSHOT STATUS ON THE -600 ENTRY INTO SERVICE P. 9

THE ATR MRO NETWORK:

A CONTROLLED AND STEADY EXPANSION P. 10

ENHANCED SERVICES

OPTIMISED AIRCRAFT ENGINEERING

FROM RETROFIT SERVICE BULLETINS (SBs) P. 12

NEW, COMPREHENSIVE AND CONVENIENT –

CABIN CREW OPERATING MANUAL P. 13

VISP: ADAPTED TOOLS TO ENHANCE VENDOR PERFORMANCE P. 14

UP AND COMING ATR EVENTS

12TH OPERATORS CONFERENCE:

OPERATORS, SUPPLIERS AND ATR TOGETHER, BUILDING OUR FUTURE P. 15

“FIT” IS A PUBLICATION OF ATR CUSTOMER SERVICESPUBLISHER: LUIGI MOLLOPROJECT LEADER: ANTONIO TOMMASIEDITORIAL BOARD: GUILLAUME ALEM, GIUSEPPE AMBROSANIO, ELIO BAINO, LILIAN BRAYLE, LAURENT DULON, VERONIQUE ELAPHOS, THIERRY GOURMANEL, PATRICK MASSICOT, LUIGI MOLLO, CIRO OTTAVIANO, JULIEN POLLENTIER, DIDIER VALAX.EDITORIAL ADVISOR: FRENCH CONNECTION SMARTLAYOUT: GROUPE COMPOSER

PRINTER: PASCAL IMPRIMERIE

FIT Newsletter is published byATR Customer ServicesTel: +33 56221 6985Fax: +33 56221 6222fit.newsletter@atr.frATR - Avions de Transport Régional1, Allée Pierre Nadot31712 Blagnac Cedex - FRANCE

© ATR Customer Services - 2011. By taking delivery of this FIT newsletter and on behalf of your company, you agree to comply with the following: no other property rights are granted by the delivery of this Newsletter than the right to read it, for the sole purpose of information. This Newsletter, its content, illustrations and photos are the property of ATR and the information it contains is strictly confi dential. Any copy, even partial, transfer or communication of its content to a third party, in any form whatsoever, is strictly prohibited except with the prior written consent of ATR. This Newsletter and the materials it contains shall not, in whole or in part, be sold, rented, or licensed to any third party subject to payment or not. This Newsletter may contain market-sensitive or other information that is correct at the time of going to press. This information involves a number of factors which could change over time, affecting the true public representation. ATR assumes no obligation to update any information contained in this Newsletter or with respect to the information described herein. The statements made herein do not constitute an offer or form part of any contract. They are based on ATR information and are expressed in good faith but no warranty or representation is given as to their accuracy. When additional information is required, ATR can be contacted to provide further details. ATR shall assume no liability for any damage in connection with the use of this Newsletter and the materials it contains, even if ATR has been advised of the likelihood of such damages.

4

CUSTOMERSERVICES HIGHLIGHTS

HOW WE MONITOR THE DEVELOPMENT OF SERVICES

From the beginning of its programme, ATR decided

to incorporate the provision of services into its day to

day support to Operators. Thirty years on, it means

to further strengthen the approach, with two major

objectives in mind.

Firstly, to grow our current offer through both routine

Research § Development work and through potential

innovation. Our wish is to broaden the offer on the

traditionally expected manufacturer’s support pack-

ages. Secondly, we seek to extend our Operator’s

trading efficiencies, wherever feasible, be it in terms

of costs reduction and monitoring, or any other type

of operational matters.

To do so, we need to apply a market-led strategy.

Your customer liaison contact has long been and still is

the regular port of call for relaying your expectations,

suggestions or useful comparative data across to our

Product Support Department. Towards the end of last

year, we made some internal changes to enhance the

gathering of information, its analysis and resulting

actions. The marketing and commercial departments

now specifically handle the “hot” themes, or issues.

They are to do it by working hand in hand with relevant

specialists as well as with our operators, who can help

us shape up the most appropriate service definition, a

definition as you see it fit, and from your environmental

standpoint. Throughout the input-study-output cycle,

feedback is provided by Customer Liaison. That is a

sure way of staying on the same track as you, the

track of your operational requirements.

Services are not about what we can or want to

provide. They are about what you most need

to have.

As ATR wishes to remain a

service provider with a most

comprehensive and up-to-

date cover, it needs to be

continually ‘on the move’.

How we manage to do that

is not only our business: at

times, it becomes yours too.

Luigi Mollo, Vice President Commercial - Product Support & Services

5

THE SET UP RECENTLY ALLOWED US TO PERFECT SOME EXISTING SERVICES, AS WELL AS ENLARGE OUR RANGE:

Our customer-oriented approach is what it takes

to continue to offer highly adapted, invaluable

and ready to roll solutions to our aircraft opera-

tors. It is clearer to us how much external input

improves, speeds up and can even engender

great support innovation - from cash flow man-

agement to aircraft reliability, maintenance effi-

ciency, and so on.

Enabling continued exchanges in an open and well

targeted framework is, we believe, what it also takes

to conceive for our aircraft operators, manufacturer

benchmarked, highly adapted and ready-to-roll solu-

tions. We thank you for helping us keep such a com-

mitment, a functional commitment that requires us to

be closely linked up with you. Please, do continue to

support us in this respect.

Flight data monitoring,

through a partnership with

CAE Flightscape

Flight Data Monitoring (FDM) is a flight monitoring

safety tool; It is a major component of SMS. FDM

is very much a pro-active means of monitoring the

quality of every flight; it highlights and analyses the

triggering of events for continuous improvement

of flight safety levels and quality. By design, and in

order to continuously maximise safety, its methodol-

ogy is pro-active and non-punitive.

Portfolio of Engine Services

Through our Engine Consulting Services we aim to

provide the most effective answers.

In concept, our mission is straight forward. It is to

amplify engine management efficiencies wherever

possible, to extend collective experience and to

update best practices on engine maintenance. In

practice, it means providing the right answers for

and during every stage of engine maintenance.

It requires a team of engine experts dedicated to

tracking and adding every operator benefit possible,

be it minor or major.

New or revised commercial policies

Product Support & Services

Catalogue

The Product Support & Services catalogue is a

source of information covering the extensive range

of additional services delivered by ATR Product

Support & Services.

It is divided into several easily accessible sec-

tions. Each service is presented from a standard

layout containing a summary of the most useful

information.

6

CUSTOMERSERVICES HIGHLIGHTS

CSR MATTERS IN VIEW

BACKGROUNDOur current team of CSRs is a pool of 12 nationalities

despatched across 13 different countries in order to

convey, explain and relay the customer’s vision of

ATR products and services there, exactly where and

when it is needed. The assignment of a CSR may vary

from a period of 3 months to a period of three years.

ATR policy is to rotate them every two years: it may

enable complementary support from competencies

acquired across the board and via renewed interna-

tional exposure. Permanently posted on customer site,

the CSR is conferred a unique interaction role within

the operator’s organisation, and at all levels. When

in close cooperation with the ATR Customer Liaison

counterpart, he acts as guarantor to the operator that

all queries, troubleshooting and support expectations

are carried out timely, and in accordance with ATR

corporate standards. Other times, he may advise

top management on the deployment of its technical

organisation. He is able to conduct some on-the-job

training for young Line Maintenance Engineers too.

The CSR does not work directly on the plane, nor does

he release aircraft; but he guides License Engineers

Once upon a time called “Field Rep.”, the ATR Customer

Support Representative (CSR) is a fully qualified engineer

with sound experience in the workings of international

aircraft maintenance and operator environments. In

essence, his role is to assist given airlines with achieving

maximum, all-round optimisation of their ATR fleet

operations. In the facts, his role demands that he uses

an extensive set of aeronautical skills and knowledge,

together with strong interrelation abilities. In support of

those who have that very special customer mission, ATR

held its fifth CSR event at its Toulouse headquarters at

the end of last year. It is a workshop, very much “in the

let’s be real” mode. At the same time it is an international

forum where individual scale matters. Here is how,

discretely but efficiently, the event benefits ATR operators

as much as their CSRs.

7

SUMMARY OF THE CSR’S MISSION AT THE AIRLINEEssentially,

- to assist personnel, maintenance and engineering departments on the application of ATR technical

procedures

- to advise and support engineering staff on how to operate/maintain/troubleshoot the aircraft

- to assist and advise technical staff in the use of the ATR TECHNICAL documentation, MMEL, AMM,

MPD, SRM, TSM, etc.

- to enable efficient regular use by airline staff of the varied tools provided through the ATR portal

(ATRdoc, Aware, ‘Ask ATR’, e-spares, ‘Talkabout’...)

- to advise on maintenance organisation

- to feedback operational data and technical events to ATR, as required

- to facilitate appropriate communication and processes between the airline and ATR

But also extended to:

- the monitoring and coordination of a start-up team of experts (Maintenance Planning Specialists,

Spares & Logistic specialists, EIS600 or other Tech. Rep. Specialists)

- specific missions such as audits, analysis of maintenance setup

on how best to carry out their tasks. Day by day, his

duties and presence increment the technical expertise

of the operator’s team by ensuring continuous knowl-

edge transfer occurs.

THE EVENTThe CSR workshop is therefore a great opportunity - or

should we say a must, to grant the community with

the sum of individual experiences, to benchmark, to

introduce new perspectives, to discuss the application

of new methods or time utilisation, to be informed of

new products or pending evolutions, and more! In this

type of forum, ATR management is given the means

to view and align the necessary evolution of the CSR

with that of the customers’ changing needs. Each CSR

is able to present directly to our CEO the important

aspects of his specific mission, of his customer situ-

ation and expectations.

Fifteen different sessions were held over the seminar’s

two day-period in order to collectively share and ana-

lyse experiences, but also to cover the widest possible

scope of topics; those included legal presentation of

product integrity, incident procedure reviews by the

airworthiness authorities, technical documentation,

products and processes, e-services. As an important

note, this 5th workshop was combined with a specific

-600 series training session for all CSRs.

On a lighter but worthy note, a cookery event was

held. It was much appreciated by all since it meant

making close encounters over the stove… It cheer-

fully reinforced the feeling of belonging, belonging to

a diverse, widespread but close-knit family.

Most successful undertakings require long-lasting,

mutual understanding and profitability between par-

ties, in addition to job-specific know-how.

Beyond his aeronautical skills, the ATR CSR has to thor-

oughly understand the local customer’s environment

and culture to establish such win-win relationship. Only

in so doing, can he effectively accompany the airline in

order to establish the most skilled, autonomous team of

professionals for its organisation. Only in doing so, will

he achieve maximum customer satisfaction.

“Permanently posted on customer site, the CSR is conferred a unique interaction role within the operator’s organisation, and at all levels.”

Marc Bourret atmarc.bourret@atr.fr

Contact

ATR’s CEO Filippo Bagnato and the entire CSR team

8

TRAININGAND FLIGHT OPS

MODULE ADDITION TO SPS: WEIGHT AND BALANCE

Véronique Elaphos atveronique.elaphos@atr.fr

Contact

Already available for the ATR -500 series plus the

ATR72-600, SPS will shortly be also available for

the ATR42-600. Pilots, dispatchers and operational

staff can compute and edit takeoff and landing data

cards, with the possibility to take into account tem-

porary runway modifications, Minimum Equipment

List and en-route failure items. In its current version,

SPS is composed of two calculation modules: takeoff

and landing. It is being enhanced with an additional

module which we outline here, for your early interest.

Thanks to the new Weight and Balance module, cur-

rently under development, loadmasters and pilots will

be able to easily generate their load and trim sheets,

sign them electronically and choose to print or send

them by e-mail.

From the aircraft, crew and catering configurations,

SPS will calculate all the required weights and indexes

based on the actual cargo and passengers loading of

the aircraft. If enabled, a graphics output will be estab-

lished and displayed showing the zero fuel, takeoff

and landing dots checked within the operational and

certified flight envelops limits. An automated distribu-

tion of passengers in each of the cabin zones may be

suggested. Any weight deviation from a defined DOW

configuration can be considered for the computation.

More functionalities will also be developed such as the

underload assessment, and the possibility of notifying

icorporating the Last Minutes Changes.

First released in December 2010

and included in the ATR Performance

Software (APS), Single-Point Performance

Software (SPS) is the tool that allows

performance computation in real-time

and real-conditions.

Once the calculation

is done, the takeoff

weight and CG data

can be transferred to

the SPS takeoff mod-

ule, and the landing

weight data to the SPS

landing module.

Administration of the

SPS Weight and Bal-

ance module will be

hosted in FOS, as it is

the case for the takeoff

and landing modules.

General settings will

be defined in the SPS

configuration file. All

weight and balance

related parameters (aircraft weights, crew and pas-

sengers’ weight, cabin configuration, catering, etc.)

will be integrated into the SPS fleet file.

The design of configuration management allows the

SPS administrator to define any cabin configuration

type, for both cargo and passenger aircraft. By request

and for a fee, ATR will provide a file containing data of

your specific aircraft; this to ease data initialisation.

The new SPS Weight and Balance module has been

evaluated by a selection of airlines, for an expected

release to market during the fourth quarter of 2012.

It can be purchased separately from the takeoff and

landing modules. Although designed to match the

ATR EFB screen (CMC Pilotview®), it can be installed

and used on any type of Windows based computer,

on ground or on board the aircraft.

For any question: flight-ops-support@atr.fr

9

ENGINEERINGAND MAINTENANCE

WEIGHT AND BALANCESNAPSHOT STATUS ON THE -600 ENTRY INTO SERVICE

Since the inaugural

entry into service of the

ATR72-600 with Royal Air

Maroc last August, three

airlines, namely AZUL,

TRIP and Caribbean, have

incorporated the new aircraft

into their fleets. As the

-600 fleet totalled up 8850

flight hours (FH) and 9400

cycles for 13 aeroplanes,

we considered the timing

was right time to organise

feedback, via a workshop.

The idea was to collect

comprehensive information

on numbers and reported

events, so that we could

conduct an early operational

analysis for eventual product

improvements.

The workshop which was held at the end of March

2012, was a key phase of our assessment process

of all -600 functional parameters, including reliability,

performance and comfort. Records showed very posi-

tive passenger reactions to the new aircraft, which

enchanted us, of course. But we were equally pleased

-and impressed- with the many detailed comments

received from the airlines themselves, on varied mat-

ters such as comfort, noise, luggage capacity and

seating. Unsurprisingly, some technical snags were

revealed. We were looking for those. Prompt solutions

were found for every one of them, after joint reviews

by ATR and the Vendors concerned.

The technical dispatch reliability (DR) rate of the

-600 is established above 99.5%, with only one NAS

accountable delay per thousand flights. No doubt it

is the combined work of our start-up and avionics

teams, of task forces set up as required, backed up

with a 24hour service roll, and the close cooperation

with Thales (on-site representative and their Toulouse

design office) that all together, explain such good

statistical results on the -600.

Following the recent certification of the Full Flight

Simulator (FFS) in Toulouse, pilots can train directly

A/C in service 13

Operators 4

Total no. FH 8850

Total no. FL 9400

DR 99.52%

NAS DR loss 0.11%

as at March 31st 2012

ContactDidier Valax atdidier.valax@atr.fr

Contact

on the -600 model. It means that, along with the

availability of the Full Flight Trainer (FFT), we have

extensive -600 training capacity in Toulouse alone.

On the 4th of April, airworthiness certification was

granted on a new software version of the avionics

suite. The late version enhances system functionality;

it will be available as a retrofit option from early June.

Meanwhile, our Design Office is working on the certi-

fication of the ATR42-600 model, for which inaugural

delivery is scheduled around August time this year.

10

ENGINEERINGAND MAINTENANCE

THE ATR MRO NETWORK: A CONTROLLED AND STEADY EXPANSION

To become a member of the network, every MRO

provider must first qualify as an ATR Supplier. It

implies being “EASA or FAA PART 145” approved for

ATR products base maintenance and complying with

the ATR quality requirements, based on EN/AS9111

standards. As such, the provider, also selected for its

working knowledge of aircraft maintenance in its world

region, will be audited by ATR on a regular basis; this

is in order to check its conformity with ATR quality

requirements over time.

Besides that, special attention is paid to the MRO’s

handling capacity and experience, its dedication to

serve regional aviation, and its ability to provide on-site

field assistance to ATR operators.

Within the ATR Network, MROs and Operators remain

free to settle the various aspects of their business

On the occasion of the Singapore Air-Show last February,

ATR and Fokker Services Asia announced the signature of

an agreement covering airframe maintenance, repair and

overhaul (MRO) services to be provided at the Singapore

facilities of Fokker Services. With the selection of this first

ATR MRO Network Member in the region, ATR Customer

Services is expanding the breadth of solutions already on

offer to ATR operators in other parts of the world. The move

is part of a steadily planned expansion, based on careful

selection of independent MRO providers. In the ATR Supplier-

Operator relationships, corporate integrity and autonomy are

preserved; yet, joint MRO-ATR commitments strengthen and

secure MRO services to ATR Operators.

11

ContactJacques Soubsol atjacques.soubsol@atr.fr

Contact

THE ATR MRO NETWORK: A CONTROLLED AND STEADY EXPANSION

without any ATR interference. However, every MRO

member has committed to comply with the ATR MRO

Network Policy. The policy aims to provide operators

with extra comfort through the respect of essential

Customer Care Rules and of the ATR policies on

proprietary parts sales and engineering services sales.

Subject to operator’s prior authorization, our MRO

partners shall also provide ATR with detailed technical

reports of the findings encountered during aircraft

maintenance checks. This information will be used by

ATR to better identify the airframe costs drivers, and

develop solutions aimed at further lowering airframe

maintenance costs.

Clearly, worldwide expansion of the ATR MRO Network

is set to carry on by entering into more agreements, so

that ATR operators have a greater worldwide choice of

quality maintenance facilities, located within conveni-

ent range from their operational zones.

Of course, ATR Customer Services and operators alike

shall benefit from the total network’s expertise. Global

Maintenance Agreements (GMAs) may be enlarged

to airframe base maintenance, plus other airframe

services that will complement ATR’s existing PBH

offers on rotables and major components, such as

propellers and landing gears.

Should you wish to learn more about the ATR MRO

Network, we invite you to join us on ATRactive/Com-

munity/ATR MRO Network and read more about the

ATR MRO Network Policy, the profile of our partners,

and to follow the expansion of our network.

Last but not least, please do not hesitate to share

with us any concern or expectation you may have.

We remain available to listen to your suggestions any

time, since we want to constantly improve the quality

and the scope of the services of our network, to your

entire satisfaction.

“Clearly, worldwide expansion of the ATR MRO Network is set to carry on by entering into more agreements, so that ATR operators have a greater worldwide choice of quality maintenance facilities, located within convenient range from their operational zones.”

12

ENHANCEDSERVICES

Cyril Dupuy atcyril.dupuy@atr.fr

Contact

OPTIMISED AIRCRAFT ENGINEERING FROM RETROFIT SERVICE BULLETINS (SBs)

Be it in routine or in response mode, continuous

improvement is applied to forward fit as well as ret-

rofit stages. Every day, our engineers work on the

development of new Service Bulletins (SBs) to make

your aircraft more competitive. It is a core activity, well

worth a closer look to appraise both the work and the

operator advantages it entails.

There are no less than 3,500 existing Service Bul-

letins, offering wide ranging improvement options. To

develop, to design for smooth implementation, and to

produce such modifications requires a high level of

expertise. Our Engineering Department is involved in

new aircraft technologies, with on-going participation

to the latest innovations; it is therefore well placed to

adapt those solutions to your in-service aircraft.

METHOD AND SCOPEThe handling of any type of request you might send

us - be it minor or major -, begins with a review of

aircraft configuration. Firstly, we assess the feasibility

of the required modification(s), secondly the exact

technical solution.

Our team will later define the applicability to your

aircraft of pre-released Service Bulletins. For example,

we routinely examine embodiment solutions for:

- the latest Avionics upgrades for Precise Navigation

capability, Weather Radar upgrade, Electronic Flight

Bag, HT1000 GNSS, HF 9000, T2CAS…)

- flight efficiency improvements (Operating weight

adjustment, slope approach, steep slope approach,

narrow runways, RTO and Boost functions…)

- customised commercial configurations (from minor

cabin modifications to full cabin conversions, Quick

Change capability, and so on …)

- safety enhancements (Fuel tank Inertia system,

FAR121 regulations, 100% Oxygen, Elementary and

Enhanced surveillance, MPCs, DFDR upgrades …)

At times, our specialists will be called upon to com-

plete deeper investigations, given the operator-specific

features incorporated on many aircraft configurations.

To us, this approach is the only way to successfully

carry out performing aircraft embodiments.

SHARP KNOW-HOW MAINTAINED

THROUGH CONSTANT EVOLUTIONThe expertise on offer is that of a manufacturer, com-

pounded with a unique overall knowledge of the ATR

fleet in operation: we relentlessly collect operator data

, remaining in regular contact for statistical as well as

live information. Your feedback means greater oppor-

tunities for us to anticipate – anticipate on changes in

regulations, in aircraft operations, therefore on your

needs -, and to develop solutions from the latest

evolutions of technology (such as IFEs, EFBs, or last

CMS generation).

MARKET SENSITIVE ACTIONSYour preoccupations, as is the case for all operators,

are passenger comfort improvements, security, reli-

ability and ease of maintenance. Some time ago, we

undertook a detailed review of a part of our existing

ATR Service Bulletins, the purpose being to summarise

which ones responded more specifically to those

desired enhancements on in service and aged aircraft.

Our prime objective became to propose only the

Service Bulletins which will improve or resolve recur-

rent issues, i.e., the SBs which to you, the Operator,

represent the greatest added value. All of the identified

Service Bulletins developed or updated during the pre-

vious 5 years have therefore been in direct response

to differing customer requirements, for changes or

improvements which, in the main, come under the

following headings:

- Air Conditioning

- Cockpit Voice Recorder

- Cabin

- PUM

- Corrosion

- De-icing

- Navigation – Radar

- Oxygen

- Doors

- Maintenance

Nonetheless, in full coherence with the spirit of con-

tinuous improvement, we work on several other, less

frequently recurring fronts.

A TRULY COMPREHENSIVE SUPPORTThe standard activity of our Department consists in

providing full retrofit support on any kind of modifica-

tion required on ATRs, including:

- installation instructions (Service Bulletins or Conver-

sion Instructions)

- associated kits

- documentation updates (Maintenance and Flight

Operation Manuals)

- technical assistance or full working party to embody

modification on aircraft

Another facet of our activity consists in the study

of fleet re-configuration, in order to standardise an

Operator’s cabin avionics system.

HIGHER AIRCRAFT ASSET VALUE As original manufacturer and designer, our concern is

to allow our customers to enhance the value of their

aircraft. When applying ATR retrofit solutions, you are

guaranteed modification traceability and continuity of

future upgrades. Together, by allowing your aircraft

specification to evolve with the times and your needs,

we increase the asset value of your aircraft to its

maximum potential.

In its determination to fulfil

operator expectations and

wishes, ATR has abided by

a continuous improvement

philosophy, ever since its

creation and throughout its

now 30 years of existence.

Added values of you aircraft

Passenger

comfort

Security

maintenance

Reliability

13

Véronique Elaphos atveronique.elaphos@atr.fr

Contact

Isabelle Chamond atisabelle.chamond@atr.fr

Contact

NEW, COMPREHENSIVE AND CONVENIENT – CABIN CREW OPERATING MANUAL

It is worth mentioning that the structure and contents of

the CCOM have been successfully evaluated by EASA

during the Operational Evaluation Board conducted last

year to obtain Cabin Crew courses approval.

CCOM is a non customised operational manual, and

is valid across the entire ATR fleet. The document is

widely illustrated with colourful pictures and schemes

to ease the reading and understanding of its contents.

It is divided in 10 chapters as follows:

1 - Aeroplane - general

2 - Flight Crew Compartment

3 - Cabin familiarisation

4 - Airplane systems

5 - Communication

6 - Doors and exits

7 - Emergency equipment

8 - Emergency equipment diagrams

9 - Normal procedures (identified by a green divider)

10 - Emergency procedures (identified by a red divider)

CCOM is available in paper format, presented in an A5

size binder as well as in pdf format. It will automatically

be integrated into your current Packops (CD Format)

on the occasion of the next revision of the CD. It

will soon be available on-line too, from the ATRDoc

website pages.

We are happy to point out that from now on, CCOM

will be included into all new cockpit sets (in paper

format) produced for each aircraft delivery, together

with your AFM, FCOM, MMEL, QRH and WBM. Should

you wish to have a CCOM copy in paper format for

aircraft you already operate, should you have extra

needs for library purposes, or should you have any

specific request concerning the manual, we are at

hand to assist. So do call us.

The new manual is scheduled to be revised every 12

to 18 months, in order to be updated with new tech-

nical content. If you have subscribed to the manual

in paper format, you will receive the updated pages.

Otherwise, you will find the updated version of this

manual in your Packops and on the ATRDoc website

pages. Temporary revisions may be issued as well, to

treat urgent matters if any. Those will be available on

ATRDOC and distributed in paper format to those who

have subscribed to the manual.

Simply said, CCOM is the source and reference

manual for the support of cabin crew operations.

Conceived to be comprehensive and very convenient

to use, it will become, we believe, one of the tools to

not miss. Enjoy referring to CCOM!

CCOM - the Cabin Crew Operating Manual is a new

document specifically designed for cabin crew operations.

It contains all information necessary for the safe and efficient

accomplishment of cabin crew related tasks.

Aft cargo compartment

extinguisher connector

Aft cargo compartment

extinguisher diffuser

Aft cargo compartment extinguisher

connector

Oxygen supply

from flight crew

compartment to

cabin modules

ATR 500/600

ATR 500/600 MRT in

oxygen module

ATR 500/600 oxygen

mask

ATR 500/600

oxygen

module

opened

Oxygen system

O2 flow

indicator

Pin

Entrance door opened, outside view

Adjustable

handrail

Folding

handrail/

assist handle

Emergency

light

Assist

handle

Safety pin

3 door locking

indicators

Door control

handle

14

ENHANCEDSERVICES

VISP: ADAPTED TOOLS TO ENHANCE VENDOR PERFORMANCE

Karine Matheron atkarine.matheron@atr.fr

Contact

ATR has developed several

invaluable communication

channels for feedback

between customers and

vendors on the evolution

of support standards. It

actively contributes to the

development of its vendor

monitoring activities, notably

via the Vendor Support

Improvement Plan (VSIP).

THE ATR VENDOR SUPPORT IMPROVEMENT PLANThe aim of the Vendor Support Improvement Plan is

to provide strong and regular visibility on any issues

with majors OEMs which affect performance, together

with the way ATR is supporting the resolution of the

said issues.

The VSIP document is updated and despatched to

ATR operators 3 times a year. Prior to its diffusion,

the content of each page is systematically received

and shared with the OEMs concerned. VSIP is also

e-published by ATR under ATRactive. We shall con-

tinue to provide updates and revised plans over the

coming months.

In terms of content:

- the Performance follow-up section states the latest

figures for On Time Deliveries (OTDs) and Repair Turn

Around Times (TATs), and shows the trends over the

previous three years. Invariably, an overall comment

is added for better understanding. It explains what’s

good, and what needs to be improved; it highlights

progress on the required actions.

- data source lines indicate when figures are OEM or

ATR GIE generated.

- Column No. 1, Action Plan, lists actions by their

type-related nature (i.e. technical, spares, repairs,

retrofitting, warranties, support or maintenance

costs). Column No. 2 details the subject matter of

each action started. Start dates, planned deadlines

plus achievement percentages are also indicated

per action in-progress.

- Useful complementary information is given in the

Comment column.

THE ATR VENDOR RATINGThe ATR Vendor Support Rating conference is con-

ducted every two years, prior to the ATR Operators

Conference. It consists in assessing the capacity of

the vendors to deliver a reliable product, an efficient

support. Capturing customers’ perception and detailed

comments is fundamental to the success of the rating

improvement process.

Vendor Support Rating is used to identify vendor

performance as seen by ATR customers. Results are

analysed and shared with each vendor in order to set

up action plans that will reduce the gap between cus-

tomer expectations and actual vendor performance,

whilst naturally continuing to optimise support to ATR

operators.

This is the opportunity to confirm that 2012 is a

Vendor Support Rating year. Detailed feedback on

it will be presented at the next Regional Operators

Conference, planned for Q4 2012.

We trust you have already seen, and will continue to

observe, how the reiteration of our Vendor Perfor-

mance Rating plus our open communication initiatives

results into receiving a concretely enhanced support.

Vendor Warranty Manual – how to find

information on keywords and do searches

on clauses

We are taking more vendor management initia-

tives, such as releasing a new Vendor Warranty

Manual for greater convenience of use, with

accessibility to all ATR Operators who in it, will

find full information on the applicable warranty

conditions for all mounted ATR aircraft equip-

ment, vendor by vendor. More specifically:

- standard OEM warranty

- reliability guarantee

- maximum parts costs guarantee and shop

labor guarantee

- Special guarantees

The latest revision of this publication dates back

to June 1994. The huge rewriting, updating and

compilation work involved in preparing a new

release with smooth navigation features has

been undertaken by the ATR Vendor Monitoring

Team. The newly formatted manual will be avail-

able on ATRactive under Material Management

Community by Q3 2012.

An example of the ATR V.S.I.P

15

UP AND COMING ATR EVENTS

Toulouse

October 6th to 18th

Rio de Janeiro

November 19th to 21st

Kuala Lumpur

December 11th to 13th

Since the beginning of the ATR program, besides our

approach to safety, cost efficiency and environmental

issues, one of our major objectives has always been

and will continue to be Customer Care.

The ways in which we ensure we listen closely to your

questions and give answers to them are as you well

know, principally via regular exchanges of emails,

phone calls and specific documents. Nonetheless,

without the addition of especially organised events,

we consider them to be incomplete for the level of

customer care we aim at. Customised Trade events

have proven to be where and when we are closest to

you, sharing together the sum of everyone’s experi-

ence and recommendations.

Based upon the feedback that we received after the

9th Worldwide Conference, held in Athens in March

2006, we decided to alternate our traditional world-

wide meetings with three regional conferences.

The benefits of such a set-up are several. We shall be

able to customise event agendas even more, in order

to better highlight the types of operator expectations

per zone. Dealing with smaller groups of people means

there will be more opportunities for individuals from all

sides (operators, suppliers and ATR) to be involved in

debates and decision processes leading to action plans.

75% of you - a positive result indeed!-, attended the

first cycle of regional conferences. It tells us that this

kind of event must be the way forward, to both keep

a very much tight-knitted ATR Community and provide

the best customer care possible.

This year therefore, three different geographical ses-

sions will be held as follow:

- Toulouse: October 16th to 18th

for African, European and Middle East Operators

- Rio de Janeiro - November 19th to 21st

for all Operators based in the Americas

- Kuala Lumpur: December 11th to 13th

for all Asian Operators

Full details on these events will be posted soon on

our website.

We look forward to meeting you there and to the shar-

ing of more enriching opportunities from the presence

of the majority of ATR Operators.

Dear ATR Community Members,

12TH OPERATORS CONFERENCE: OPERATORS, SUPPLIERS AND ATR BUILDING THE FUTURE

11th Operators Conference - Paris, October 2010

1000th ATR delivered to Air Nostrum in May 2012

- Toulouse Blagnac Airport

Corrado Nardella at corrado.nardella@atr.fr

Contact