The Economist has published a thought-provoking article on the Success that Rolls Royce has realized in recent years. The focus of the article is on the successful marriage of manufacturing and service through the Rolls Royce power-by-the-hour program. In addition to the fact that service has served as a significant source of revenue for Rolls Royce, it has also fanned the popularity of their engines.
PMA companies can take a lesson from Rolls Royce’s success. By providing excellent support to customers, they create a revenue stream and also solidify their manufacturing niche. Many PMA companies have either diversified into service realms, or even started in those realms (for example, many PMA companies got their start as repair stations that recognized a need for replacement parts).
In the PMA world, MARPA has published Continued Operational Safety Guidelines that are meant to assist a PMA company in developing a system that will help support customers’ long-term safety needs. These guidelines mirror the FAA’s COS guidance in FAA Order 8110.42C. PMA Companies looking for a blueprint for developing a support program would do well to look at these sources for guidance.
The article can be found online at http://www.economist.com/business/displaystory.cfm?story_id=12887368