The Challenge: Meeting Rising Demand Without Compromising Support

As Bombardier Aerospace anticipated a sharp rise in aircraft sales, its Program & Customer Support division faced an urgent challenge: delivering world-class support to a growing customer base, without a proportional increase in resources.

The complexity of supporting business aircraft meant more than just scheduling maintenance. Teams had to manage technical support, training, spare parts, documentation, and in-service engineering across global sites. Hand-offs between departments introduced delays and inconsistencies, and siloed practices across locations made it harder to standardize operations or scale support efficiently.

To thrive in this demanding environment, Bombardier needed more than process documentation—they needed operational transformation.

The Solution: From Disconnected Practices to Integrated Process Control

Bombardier turned to Interfacing Technologies to establish a unified, process-driven foundation for continuous improvement. Using Interfacing’s Charter and Designer tools, supported by its Professional Services team, Bombardier created an enterprise-wide business process framework to define, standardize, and manage key operations.

They began with a critical customer-facing process: resolving unscheduled technical issues related to aircraft performance. This process was modeled from start to finish—capturing every task, decision point, and metric. Scenarios were tested using discrete-event simulation to evaluate impact before deployment.

The result? A well-defined process that reduced redundancies, optimized hand-offs, and could be replicated across departments and global offices. The solution wasn’t theoretical—it was measurable.

Results That Accelerated Performance and Customer Satisfaction

With Interfacing’s tools and methodology, Bombardier Aerospace achieved measurable gains in both productivity and process control:

• Throughput increased by 45%, enabling teams to handle more customer issues without increasing headcount.

• Processing time decreased by 21%, streamlining how support requests were addressed.

• Elapsed time per request dropped by 27%, directly boosting customer satisfaction.

• A real-time monitoring interface—integrated with Lotus Notes—allowed process managers to view performance metrics, analyze bottlenecks, and test improvements on the fly.

Thanks to this transformation, Bombardier could manage its growth with confidence, simulate new business volumes, and build tailored action plans aligned with its Six Sigma quality initiatives.

Process Management as a Strategic Advantage

By adopting Interfacing’s process modeling platform, Bombardier Aerospace created more than just an improvement to a single process. They built a scalable, enterprise-wide process framework that linked performance with action and empowered leadership to make data-informed decisions.

From performance dashboards to process simulations, their new approach laid the groundwork for broader organizational alignment, enabling consistent practices across business units and geographies.

As David Orcutt, Vice-President and General Manager of Programs and Customer Support, put it:
“We are counting on FirstSTEP to simulate anticipated business volumes and efficiently prepare for and manage our growth with tailored action plans.”

How Interfacing Can Help

Whether your organization is preparing for rapid growth or seeking to optimize legacy processes, Interfacing’s process management platform delivers the tools needed to align teams, reduce inefficiencies, and maintain excellence under pressure. From modeling to monitoring, Interfacing ensures your operations evolve with clarity, control, and confidence.