Evaluate Proposals & Compare Facilities
This is the most complicated part of the process because you will need to determine your priorities by asking tough questions. In addition to comparing the cost of the project and making sure the quotes provided are comparing similar products and services, you will need to weigh other variables like quality, downtime expectations, customer service and other factors, such as warranty, labor rates and extra charges.
Quality
If time allows, visit the facilities you are comparing. Look at in-house work on your airframe and ask questions about the processes you see. Get a list of references and actually call them.
Downtime
Obviously, the shortest downtime is the best. However, not all service facilities estimate accurate downtimes. A service provider with a good track record for making deliveries will consider resources, leadtimes, engineering and design needs among other things to determine an accurate downtime.
Be prepared to ask probing questions to make sure that the manpower being assigned (head count and shifts) seems to fit the downtime and the complexity of the work scope.
If you have reservations and need to ensure a certain downtime, consider requesting a downtime guarantee; not all facilities will sign one.
Customer Service
Customer Service consists of all the non-tangibles that a service center offers their customers beyond the maintenance and technical expertise. This includes everything from project management to how they communicate with customers and complimentary design services to account resolutions.
As a customer, you need to feel welcomed, reassured and significant. Consider the following factors:
- How do they handle approvals and estimates on squawks?
- How about financial updates during the project?
- How will the billing work?
- What kind of access will you have to your aircraft during the project?
Other Factors
Lots of small factors can impact the bottom line of a project as well as your satisfaction. These include things like taxes, lead-time, labor rates, references, warranty, fees, additional charges and change orders. Ask up-front how the facility handles these issues and never assume anything.
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