The role of customer representatives – part three


An interview with Richard Plourde, president of JEM Aviation

How does the completions management process work?

From the initial design phase to the final delivery of any business jet, completion management experts oversee every step of the project through regular reviews and inspections. The services offered include providing assistance to the owners in the selections of aircraft options, systems, cabin layout, finishes, fabrics etc; regular quality inspections at the completion centre followed by detailed reports; and oversight of the final aircraft delivery, including cold soak flight, ground inspection and complete documentation review. In managing large-scale business aircraft projects such as BBJs and ACJs, there may be a need to have a full-time dedicated individual on-site to provide constant monitoring. For all other projects, weekly or bi-weekly visits are usually sufficient to capture every phase of a completion project.

How do you benefit the client?

In some instances, expert advice at the initial design phase can avoid unfortunate mishaps or needless costs later in the project. I have found discrepancies during the completion process that took hours to resolve but would have grounded the aircraft for days if not weeks in service.

What expertise should a customer look for in a rep?

In searching for a representative, a customer should look for someone with experience in aircraft manufacturing and completions. A good understanding of the in-service market adds value to any candidate. Setting aside the technical expertise of any candidate, a customer must know they can trust their representative and have peace of mind knowing their aircraft project is in good hands.

Excerpts from this interview were used in a feature exploring the role of customer representatives, published in the September 2013 issue of Business Jet Interiors International. For the full article, click here.

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About Author


Izzy has been part of the Business Jet Interiors International team since its second issue, and the editor since 2011. She also edits Auditoria and Railway Interiors International. Outside of work, Izzy is rediscovering her love of art by learning how to paint with watercolors.

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