Biware with Fokker Services: Complaint management on the rise

In its striving towards higher quality and better efficiency Fokker Services chose Biware. Since May last year the complaint management system of Metaware has played a central role in improving customer service and cost control.

Quality and efficiency are important criteria for success in the airline industry. An aviation business or subcontractor, that cannot meet the high requirements, will forfeit its market position. In its striving towards higher quality and better efficiency Fokker Services chose BiWare. Since May last year the complaint management system of Metaware has played a central role in improving customer service and cost control.

Manager of Health & Environment, Mark Wempe, is one of the users of BiWare at Fokker Services. “In aviation, flight security is most important. Our customers expect top service, but at the same time the increased competition in the air leads to the need for cost savings. Also maintenance companies such as ourselves are present in a competitive market”, suggests Wempe in outlining the world in which the company operates. In this powerful field complaint management is not absolutely new, but with BiWare, Fokker Services has digitised its system and has centralised. Wempe: “The workflow system in BiWare ensures that all people concerned always know what is expected of them in the complaint settlement. Moreover we have with the central database an improved insight in the sticking points in our organisation. These points are now dealt with faster and more efficiently.”

At Fokker Services about 150 people work with Biware. Complaints come in at the Marketing & Sales department and then Quality Engineers, work planners and heads of department are involved to solve the problems. These can be the result of components, the traceability, and everything that follows from that have high priority in the aviation industry. Perhaps in the future, however, we shall decide to couple BiWare to the ERP systems, if as a result a still better service can be provided.” In spite of the well trained engineers and all the regulations from the government and aviation agencies, things can still go wrong. Maintenance lasts too long, the wrong component is provided or reparation is not entirely carried out to expectations. With BiWare, Fokker Services moves a step forward to reduce the number of complaints and to improve and streamline the service. “The package is user-friendly and as a result, is easily installed and properly used. By the excellent analysis possibilities, we can also operate well and send the analysis, and that happens also,” Wempe stated as he satisfactorily looked back on the introduction of the system. “This way we get a good picture of how we can improve our service and at the same time how we can make our services cheaper and faster. An airplane earns its money in the air. The shorter period of time it stands on the ground, the better. Good and fast service is a must in this branch of the airline industry and BiWare support us in this effort.”