The New Piper Aircraft

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The New Piper Aircraft

• Presented by
• Darren Weiler
• Real World Case
• CRM Initiatives At New Piper Aircraft

2
Introduction

• Brief History
• Competition
• Summary of Case
• Case Questions and Answers
• Conclusion

3
History

• Mr. Pipers felt everyone should fly
• First Piper was introduced in 1937.
• This aircraft is familiarly known as the Piper
  Cub.

http//www.newpiper.com/heritage/index.asp
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History

• 1940s during WWII the pressure on civilian air
  manufacturers was so fierce, it pushed the Piper
  company into modifying the Piper Cub J-3 for
  military use.
• These Planes were known as the L-4s. 6,000 were
  built to train pilots for combat.
• Four out of five pilots during WWII earned their
  wings on these aircrafts.

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History (Cont.)

• 1950s
• First Piper metal frames introduced in 1954.
• Known as the Apache
• Also the first twin engine plane and first to be
  named after American Indians.
• 1957 piper introduced the PA-25 (spraying).

• 1960s
• The PA-28 Cherokee was certified by FAA in
  October of 1960.
• 1965 PA-32 was a stretched version of the PA-28.
• 1967 Piper introduce the PA-31 Navajo a twin
  engine aircraft

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History (Cont.)

• 1970s
• Introduced in 1979 was the Cheyenne III. Later
  upgraded to the IIIA.
• Built for business travelers and was used to
  train Commercial Airline Pilots.

• 1980s
• In 1983, while many airline businesses were
  calling it quits, Piper introduced the PA-46
  Malibu. This was a more comfortable aircraft
  with the features of a personal jet at a fraction
  of the price

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History (Cont.)

• 1990s
• The Piper corporation was bought out by the CEO
  and piper employees.
• They became The New Piper in 1992.

• 2000
• The New Piper is in manufacturing the Piper
  Meridian, and the Piper 6X, and 6XT.
• Each will be equipped with new glass (ghost)
  gauges.

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Competition

• Cirrus
• Cessna
• Aviat
• Gulfstream
• Lear
• Beech
• Diamond Aircraft

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Case Summary

• With a struggling company, Piper soon turned its
  focus to Customer Relation Management (CRM).
  Upon the acquisition of Piper, the new CEO
  purchased a CRM software from Sieble Systems.
  These new implementations showed an increase to
  243 million dollars in revenue.

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Question Answer

• Q. Describe the major features of the CRM
  program.
• A. Major features are organization, customer
  service, dealer access, partner access.
• These features utilize timeliness, security,
  navigation

• Customers will be able to access the site for
  aircraft info, warranty information, and claims.
• They will also use the site to find dealers for
  purchasing of aircraft.
• Dealers will also be able to access customer
  service features to better help in selling of
  aircraft.

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Question 2

• Q. Why does a company need such a elaborate CRM
  program? How would you justify it?
• A. To make for timely information in a fast
  paced industry.

• FAA regulation changes
• Customer Service needs
• Dealer inquiries
• Dealer sites for purchase
• Timely responses.

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Question 3

• Q. How can one system serve both individual
  customers and business customers, including
  dealers?
• A. The program helps by timely answers to
  problems while keeping information secure.

• Keeps aircraft info in a database.
• Information can be seen within a minute.
• Business customers can view aircrafts and find
  dealers for orders
• Dealers will be able to make service requests and
  answer questions

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Conclusion

• Brief History
• Competition
• Summary of Case
• Case Questions and Answers

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Thank You