A customer support resources allocation analysis method for civil aircraft

Customer support is a key factor for the business and operation of civil aircraft. This study aims to determine how civil aircraft customer support could be more effective. This study analyzes and establishes a customer support calculation method for civil aircraft customers. Customers were divided into 5 categories and customer support relevance method were established, customer support resources could be allocated according to the method analysis results. The results showed four resources allocation plans for civil aircraft customer support: big customer support relevance was associated with more and urgent support resources than small ones. On this basis, the result should be taken into account when OEMs or their suppliers organize the on-site or remote supports for different civil aircraft customers.