The Duncan Download Blog: Business Aviation Advice & Observations

Contributed by Cary Loubert, Bombardier Airframe Tech Rep

I recently returned from a four-week Bombardier training course where I trained with technicians around the world on Global aircraft. Most of the technicians I met knew of Duncan Aviation, and were familiar with our reputation in the industry. I also ran into a customer who regularly uses our Seattle, Wash. location for avionics line service, who told me how different his experience has been with us compared to other service providers.

This customer—I’ll call him “Joe”—told me point blank that we have the best work order and customer approval system out there. He also said we’ve also got a good reputation. Even though he’s never had a need to come to our full-service facilities, the way we treat our customers is enough to put us in his list of top contenders.

Why? Our work order system is more efficient, gets info to customers more quickly, and helps them watch what we find on their aircraft. They don’t have to call in for updates. They don’t have to listen as someone reads off what they found. They can sign in at 3 a.m. and see it for themselves. It’s something we offer every customer, and Joe loves it.

We also tend to sign and win customers based on their experience with us. Our techs are straight shooters. We’ll tell you how we see it, give you options and let you make your own decisions on what you want serviced (within regulations of course). Our customers trust us. We also trust our customers to tell us if they’re not entirely satisfied. We stand behind our work, and if we make a mistake, we own up to it.

Our locations at Battle Creek, Mich., Lincoln, Neb. and Provo, Utah are spinning up their Global aircraft capabilities, and we’re quoting Global aircraft inspections now. Our techs are coming back from training and we’re building up our tooling. I expect that there will be better deals early on, as we can offer more competitive prices for launch customers.

Keep in touch, and watch for news on our Global aircraft service offerings!

Cary Loubert is a Bombardier Airframe Tech Rep for Duncan Aviation in Battle Creek, Mich., specializing in Challenger, Global and Learjet airframes. He began working in aviation in 1993.

Contributed by Doug Donahue, Airframe Service Sales Rep

In the next 4 months, over 100 GIV and GV aircraft must undergo the mandated Water Line Ribbon Heater Upgrade. We are finding that some operators may think that this Aircraft Service Change (ASC) does not apply to their Gulfstream, but remember this rule of thumb: if your Gulfstream has a sink or galley ice box of any kind, you need to comply with this ASC. This is going to be a challenge for Gulfstream operators who have waited until now to comply.

About ASC 469

• GIV serial numbers 1000-1499 must complete CB194A or ASC 469 Water Line Ribbon Heater Upgrade by September 4, 2011. By completing ASC 469 instead of just CB194A, the aircraft will not be subject to Chapter 5 recurring inspection requirements and will eliminate the reoccurring cost with unnecessary access and inspections.
• GV serial numbers 501-619 must also complete the Water Line Ribbon Heater Assembly Inspection at the next 48 month inspection or comply with ASC 173 Water Line Ribbon Heater Upgrade as the termination action.
• The new ribbon heaters provide better safety, reliability and efficiency. They are more durable and resist freezing during long, high altitude flights.

Parts Availability Issues

As we move closer to the deadline, demand is higher and parts are not as readily available as they were just a few months ago. This demand along with longer lead times for parts will increase significantly throughout this spring and summer.

Since each modification is unique to the configuration of the aircraft, the parts cannot be pre-ordered. The best way to minimize parts availability issues is to plan early and combine the ASC with a maintenance event. If you wait until August or September, it would be best to plan for a longer downtime.

Downtime Considerations

The Water Line Ribbon Heater Upgrade is best done in conjunction with an inspection that provides easy access to the water lines, such as a 24-month, 72-month or 96-month. However, if an operator did not comply with the ASC during the most recent inspection, the upgrade will have to be performed independently of an inspection and will likely cost more in additional labor for interior removal.

We have worked with dozens of Gulfstream operators on this upgrade and the experience of the Duncan Aviation Gulfstream team makes them one of the most efficient options available.

For more information, contact a Duncan Aviation Gulfstream Airframe Service Sales Rep.

Doug Donahue is an Airframe Service Sales Rep. specializing in the Gulfstream airframe. His aviation career began in 1993.

Contributed by Doug Schmitt, Operations Planning Coordinator

Your aircraft is an important business tool and needs to be available to fly when needed. However, scheduled maintenance and inspections are a part of aircraft ownership and require downtime. And downtime requires planning. Just how does your MRO of choice take into consideration all that is required and deliver the most efficient downtime schedule to meet your needs? It’s all in the planning.

The following are the Best Practices of a skilled aircraft scheduling team.

1. Detailed review of quoted workscope.

It all begins with a thorough and accurate workscope that includes required dates, aircraft information, detailed description of work and accurate man hours for each area.

2. Consideration of available space and manpower.

Everyone involved has input. A scheduler from each production team manages and schedules projects specific to their expertise. All schedulers work together, negotiating a full down time that maximizes capacity and manpower.

3. Review of parts and material needs.

As the development process occurs, parts and material needs should always be considered. Lead times should be analyzed and considered as the flow of the project is determined.

4. Present the schedule to the customer.

A final schedule with relevant milestones is assembled and presented to the customer. At this time, all concerns arising during the creation of the plan will be discussed.

5. Critical Communication.

The complete schedule, plan and flow are effectively communicated to each team within the facility. Flow charts are developed and published, allowing any employee access the schedule. This plan and flow is continually referenced throughout the project and is updated with more detail several times before delivery.

6. Planning doesn’t stop.

Planning doesn’t end at the development of the schedule. Throughout the entire project from input to delivery day, the schedule must be referenced and managed. Each project is assigned a Project Manager who takes the lead in managing of the project. They work with the teams to stay on schedule, achieve milestones and deliver on time.

As an aircraft scheduling coordinator, I know how critical the downtime of a customer’s aircraft can be. Whether you own one aircraft or a fleet, having your aircraft down for maintenance changes the way you are allowed to do business.

Duncan Aviation has a multi-step process developed by a team of experts who have perfected the art of planning over many years.

Doug Schmitt is an Operations Planning Coordinator at Duncan Aviation specializing in maximizing the full utilization of the Lincoln, Neb. facility by coordinating pending projects and aircraft schedules. He began working in aviation in 1986.

Whether or not you have an in-house flight department capable of minor inspections and maintenance on your aircraft, occasionally, you will need to visit a Maintenance Repair Organization (MRO) for larger inspections requiring specialized tooling, more available trained technicians and the hangar space to efficiently perform all required maintenance.

Whether the workscope is large or small, the planning should be done well in advance in a well organized and methodical manner. The result will be a better experience and a united service expectation for both you and your chosen MRO.

Preplanning helps both the operator and the service facility get what they want—a quality job done efficiently and on time.

How preplanning benefits you:

1. You are in control.
2. Freedom to choose a convenient downtime.
3. Choice of service providers.
4. High-quality job, delivered on time, for the best value.

How preplanning helps the service provider:

1. Time to dedicate the best technicians to your aircraft.
2. Schedule the correct amount of resources.
3. Better coordination, scheduling and parts provisioning.
4. Time to perform at peak efficiency and quality.

Every maintenance event is an opportunity to achieve maximum results with minimum downtime. Learn how to leverage scheduled and unscheduled events to your advantage through preplanning and compare key points when selecting an MRO and planning maintenance events.

If you have questions about maintenance event planning, call a Duncan Aviation Sales Representative for your airframe.

As a business aircraft owner/operator, Chief Pilot or DOM, you have orders to cut expenses and come in under budget. That makes it very tempting to go with the maintenance facility offering the lowest bid. However, without fully understanding exactly what each bid includes—or more importantly does not include—going with the lowest number may have the highest cost when the final bill arrives.

After weighing the hard costs of the project and making sure the quotes provided are comparing like products and services, go beyond the bid number and properly compare each MRO.

Identify your priorities and get the answers to these questions.

1. What is their plan to meet your downtime requirement?
2. How much experience do they have performing your required maintenance or modification?
3. What is their stated warranty and what does it include?
4. What are the hidden charges? engineering services, interior R&R, consumables?
5. Are they an Authorized Service Facility / Authorized Dealer?
6. How are unexpected squawks and discrepancies communicated?
7. Will factory-trained technicians be working on your aircraft?
8. Do they have an FAA approved drug and alcohol prevention program?
9. How much insurance will be protecting your aircraft while in their hangar?
10. How will you approve squawks and discrepancies if not on-site?

Use this MRO Comparison Worksheet as a tool to compare your top service provider candidates side-by-side. Key points are identified to more easily find and compare the strengths and weaknesses of each organization.

Compare up to three MROs using the MRO Comparison Worksheet.

Contributed by Kara Renner, Airframe Service Sales Assistant

Left to right: Skip Laney, Duncan Aviation Regional Manager; Justin Kragenbrink, Cimarex Mechanic; Kim Reuman, Cimarex DOM; Tim Ganse, Cimarex Chief Pilot; Kara Renner, Duncan Aviation Airframe Service Sales Assistant; Brad Lennemann, Duncan Aviation Airframe Service Sales Rep.

Kim Reuman, Director of Maintenance for Cimarex Energy, is more than a great customer of Duncan Aviation's. He's also a great friend. That's why when we saw the November issue of Pro Pilot magazine featuring Kim and others at Cimarex, we got excited.

The article explores how Cimarex has come to rely upon business aviation to conduct business and expand operations. In the article, Kim describes how Duncan Aviation supports the Flight Department with larger 600 hour and 1200 hour inspections while basic aircraft maintenance and small inspections are handled in-house. They have also used Duncan Satellite and RRT shops in the Denver area for AOG support.

To congratulate and show our appreciation for being a great Duncan Aviation customer, we had the Pro Pilot article professionally mounted on a plaque and hand-delivered it in January. Airframe Service Sales Rep. Brad Lennemann, Regional Manager Skip Laney and I traveled to Centennial Airport (APA) in Denver, Col. and treated Kim and his team to lunch and ice cream. Cimarex Energy was very impressed and has the plaque proudly displayed in their Flight Dpt.

"We (Cimarex Energy) would like to thank Duncan Aviation for the wonderful plaque they had made for us of our Pro Pilot article. This shows their commitment to Cimarex Energy. We have a great working relationship with Duncan Aviation and with your commitment, I'm sure it will continue into the future. Thank You," Kim Reuman.

Congratulations Cimarex! We celebrate with you.

Contributed by Dan Fuoco, Airframe Service Sales Rep.

It’s common knowledge that the original equipment landing lights can be a frequent source of frustration for Hawker operators. If left on for too long, heat buildup from inside the lens can cause the lenses to melt.

Filament lamp technology was a standard for Hawker aircraft until a few years ago, when a mercury/xenon gas lamp was developed by LoPresti. These “BoomBeam” landing lights are now standard equipment for newer, out-of-production Hawker aircraft.

Filament lamp technology is prone to overheating, vibration and shock. Customers have reported that lens melting can begin after only a few minutes of operation. After several melting events, the problem will become very noticeable. The lens will begin to look discolored, and over time the lens contour can become physically distorted.

To repair or replace a landing light lens can be costly. Some lenses, if still within limits, can be overhauled while others will need to be replaced.

The only way to avoid these issues entirely is by switching to the new lamp technology. The LoPresti Hawker BoomBeam landing light kit won’t overheat, is more resistant to vibration and shock, and is much brighter. However, the upgrade also costs around $16,000 and takes about five days to complete. It consists of a power supply, shielded high-voltage wire harness, plug-in HID lamp, mounting hardware and lens reflector assemblies.

Deciding whether the maintenance headache is worth the cost of the cure depends on how much the inconvenience impacts your operation. Those who have them love them, but if you can limit the use of landing lights to only a few minutes and don’t mind an occasional replacement, it might serve your interests just as effectively.

Dan Fuoco is an Airframe Service Sales Rep. at Duncan Aviation's Lincoln, Neb. (LNK) facility, and specializes in airframe services for Citation and Hawker aircraft. He began working in aviation in 1974.

Contributed By Dennis VanStrien, Airframe Service Sales Rep

Mobile service units are in the headlines a lot these days. Most of the big aircraft service names have them and there are also a lot of smaller operations throughout the United States. They offer everything from cleaning to AOG emergencies to engine changes and even major inspections.

So, how do you know when mobile aircraft service is a good option for you? Here are three things to consider:

1. Downtime

Sometimes a road team will be able to solve a problem faster than you can, and can reach you in a time frame that may compete with a full-service facility's onsite availability.

This is true for troubleshooting and AOG parts situations. You can get the team and the parts to your location in relatively short order and be back in the air in no time. However, for larger jobs, it may take a road team longer than a full team at a service center. Two or three guys working dozens of labor hours will just take longer than five to six guys working an inspection on round-the clock shifts.

2. Cost

Using road teams spares you the cost of moving your airplane to a full-service facility, and for someone to travel with it to watch over the maintenance. A mobile team can be a good solution for an in-house team that needs a day or two of technical or heavy help, but can handle the rest of the inspection on their own.

However, road teams cost more. You are paying for their time, door-to-door service and in many cases their expenses. Convenience costs more.

3. Unforeseen Complications

What if an inspection uncovers something that needs more time, tools, parts or expertise to fix? The short answer is you are most likely in for more downtime. For instance, a cracked window. A repair in the field would extend the downtime, while a repair at a full-service facility would not.

So, consider your options and choose wisely. Sometimes service from a professional team in your hangar can be a real benefit. And sometimes it's just better to take your aircraft to a full-service facility. The great news is you have the choice!

Dennis VanStrien is an Airframe Service Sales Rep at Duncan Aviation's Battle Creek, Mich. facility, and specializes in Citation aircraft. He began working in aviation in 1976.

Contributed by Jeff Schipper, Project Manager

The Duncan Aviation-Provo team includes airframe technicians, avionics technicians, mechanics, project managers, materials supervisors, quality site coordinators, shift supervisors, and a regional manager.

Transitioning from Battle Creek, Mich. to Provo, Utah was an exciting opportunity for me, and also for the other folks who relocated here from our facilities in Battle Creek and Lincoln, Neb. Being a smaller group, all depending on each other, we are pretty tight-knit.

There is a strong sense of teamwork and everyone is committed to making sure we uphold the strong reputation of Duncan Aviation. Everyone is pitching in, willing to wear multiple hats and do anything that is asked of them whether it is answering the phone or scrubbing floors.

Limited in-house resources has probably been the most challenging part. Everything from NDT, machining, tooling, and welding needs to be outsourced. As I said, the team here is very creative and resourceful and we're clearing every hurdle we encounter.

Having a few knowledgeable local team members has been crucial in locating vendors that we can rely on. Even with limited resources, we have never felt like we're hanging out on a limb. We lean heavily on our strengths in both Lincoln and Battle Creek for expertise and support, and enjoy the support of our Professional Development Team and their recent visit for in-house training.

All in all, it feels really good to be here. We have a great team, and customers are coming. We currently have a Learjet 35 going through a major landing gear inspection as well as a Challenger in for a 600 hour inspection. We also recently completed several projects, including:

• An Astra in for a 10-year overhaul of the horizontal trim actuator and some NDT work requiring the removal of the vertical stabilizer.
• An Astra pre-buy evaluation that was completed and repositioned to our Lincoln facility for  interior refurbishment, avionics installations and an APU installation for the new owner.
• A Lear 60 A/B/C pre-buy inspection for a customer in Brazil.

Unfortunately for me, all this work means less time to ski. But I’m okay with that.

Jeff Schipper is the Project Manager at Duncan Aviation-Provo. Prior to relocating to Duncan Aviation's newest facility, Jeff served as the Airframe Manager at Battle Creek, and has experience working in paint, interior and airframe. He began working in aviation in 1987.

Contributed by Doug Donahue, Airframe Service Sales Rep

In the next 10 months, the mandated Gulfstream Water Line Ribbon Heater Upgrade is going to become a challenge for the more than 200 GIV and GV aircraft still needing this critical action.

Our techs have found more than one scorched ribbon heater in the dozens of upgrades they've already performed. The new ribbon heaters are safer, more reliable, efficient and durable, and are capable of resisting freezing during long, high altitude flights.

I expect that last minute scheduling could result in a lack of availability and premium prices for last-minute service. To avoid the rush, there are fours things operators should consider if they still need this upgrade.

1. Know your options.

GIV serial numbers 1000-1499 must complete Customer Bulletin (CB)194A or Aircraft Service Change (ASC) 469 Water Line Ribbon Heater Upgrade by September 4, 2011. CB 194A mandates a recurring water line ribbon heater inspection, while ASC 469 is the terminating action and involves the replacement of all existing installations in the aircraft with upgraded heaters.

With the terminating action, the aircraft will not be subject to the Chapter 5 recurring inspection requirements and costs required by CB194A, and is the course of action I recommend.

GV serial numbers 501-619 must also complete the Water Line Ribbon Heater Assembly Inspection at the next 48 month inspection or comply with ASC 173 Water Line Ribbon Heater Upgrade as the terminating action.

2. Find an expert team.

This upgrade requires multiple weeks of downtime to complete, depending on the location of the water lines and configuration of the cabin. A service center that has 10 or more under their belt will be more efficient, saving you time and money. Expect a fixed cost for the labor hours to remove and reinstall the interior in addition to a fixed cost to install the heater tape. The only variable cost should be the cost for the heater tape itself. 

3. Schedule now.

The best schedule, downtime and price will be available to those who act early. By waiting, you risk not being able to comply by the September deadline and paying a premium for last-minute service.

4. Be smart about downtime.

Do the ASC in conjunction with other work that requires interior removal to maximize your downtime, such as interior woodwork and refinishing, a new phone system, Wi-Fi and high-speed data.

The Water Line Ribbon Heater Upgrade is best done in conjunction with a Gulfstream inspection that provides easy access to the water lines, such as a 24 month, 72 month or 96 month inspection. However, if an operator did not comply with the ASC during the most recent inspection, the upgrade will have to be performed independently and will likely cost more in additional labor for interior removal.

Want to know more? I've worked with dozens of Gulfstream operators on CB 194A, ASC 469 and ASC 173. The experience of Duncan Aviation's Gulfstream team makes us one of the most efficient options available for the Water Line Ribbon Heater Upgrade.