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Managing Customer Services in Aerospace


Animated by:

Gary F. Gebhardt
Gary F. Gebhardt
MBA, Ph.D. (Marketing)
Visiting Professor, HEC Montréal

Leandro De Sa
Leandro De Sa
MBA, Ph.D. (Physics)
Adjunct Professor, Toulouse Business School

Program available in English only

This course overviews the latest challenges and issues in Aerospace and Defense Customer Services, including the management of life-cycle costs and contracts, asset management and valuation, and marketing and sales of services. It brings you a fresh vision of MRO and services, airlines’ needs and related product offering, ancillary revenues, and airframer design-to-service. It will be run concurrently by two lecturers of the partner institutions HEC Montréal and Toulouse Business School, providing a unique review of A&D drilled-down operations, finance, strategy and customer marketing data management in services.

A prestigious guest speaker from the industry will be invited to discuss some strategic issues.

Date(s)

Montreal (HEC Montréal) :

2 days - 9 a.m. to 5 p.m.

Fees

$2,500 + taxes
Are you eligible for a discount ?

General information : conditions and policies...

Need information ?

Contact Lyne Mathieu
Email : lyne.mathieu@hec.ca
Phone : 514 340-6046

Program
Objectives
Participants
Note(s)
Overview of the Market for Aerospace and Defense Customer Services’ Management
  • Life-cycle costs breakdown, structure and factors of influence
  • Airline and MRO competitiveness and segmentation
  • Contractual framework in customer support
  • Specifications and design for customer- driven aerospace products
Future Trends in MRO and Other Services
  • Processes and analysis of marketing, operations and design data
  • Technology, operations and corporate development in MRO and other services
Overview of Best Practices and Trends in Customer Services
  • Insights from market-oriented firms
  • Customer-centric aerospace services’ models
  • Methods for uncovering unmet needs and opportunities in a business-tobusiness context

Provide attendees with the latest experience and analysis of customer services models and best practices. This course will focus on operations, finance and marketing of customer services from lifecycle costs to enhanced revenues.


This executive education seminar is addressed to managers in customer services, in the contracts, design, manufacturing or customer support areas. This will be a unique international and diverse forum of attendees, part of them attending the world renowned Toulouse Business School Aerospace MBA program.


1.3 continuing education unit (CEU) is awarded for this program.




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