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GUIDELINES FOR CUSTOMER PARTICIPANTS
	The aim of this assessment is to use the questionnaire to review suppliers’ annual performance against, the relevant Supplier Support standards, covering the following areas: Initial provisioning Worldwide support Spares delivery Components repair time Spare part pricing Warranties Reliability and maintenance costs guarantees Communications For SFE the standards are those detailed in the Airbus SSC, Supplier Support Conditions, or GCP, General Conditions of Purchase.

	PRODUCT

For the major equipments supplied by each supplier, the recent component reliability experienced should be in line with the values quoted within the GCP 2000.

RELIABILITY For each supplier the current in-service component reliability of major equipments should be in line with their respective guaranteed values. For SFE suppliers these values are quoted within the GCP 2000 or SSC.

DOCUMENTATION Suppliers should provide technical data, manuals and revisions that are accurate, effective and easy to use.

P TECHNICAL ASSISTANCE (‘DAY-TO-DAY’ ISSUES) For “day-to-day” technical issue Suppliers should endeavour to provide timely, comprehensive and concise responses to queries.

P TECHNICAL ASSISTANCE (MAJOR IN SERVICE PROBLEM RESOLUTION) If a major in service problem occurs, Suppliers should establish and implement a communication channel and strategy pending final fix availability.

	SERVICE

The Service assessment should be based on recent experiences for repair processing times, spares delivery performances, communication, warranty administration and flexibility.

REPAIR PERFORMANCE SFE and IFE Suppliers should guarantee that their Shop Processing Time (SPT) shall not exceed for all items, components and spare parts, typically: Avionics: 10 calendar days Non-avionics: 15 calendar days Computation is from physical receipt at suppliers repair facilities to Airway Bill (AWB) issuance for shipment from suppliers facilities.

SPARES DELIVERY PERFORMANCE SFE and IFE Suppliers shall guarantee that their lead-times shall not exceed, typically: 45 days for rotables / repairables not qualifying as shelf stock items as defined in the WASG (World Airline and Suppliers Guide) 7 days for shelf stock items (NO GO, GO IF and MTBUR achieved or guaranteed < 5000 flight hour) 5 days after receipt of an expedite 24 hours after receipt of a critical order / work stoppage 4 hours after receipt of AOG order Lead times may way from these limits if mutually agreed i.e. Customer specified delivery dates (CRD)

COMMUNICATION Suppliers should ensure effective visits are conducted, supported by appropriate and comprehensive communication media. Suppliers should be in line with Airbus standard improvement format and communicate updates on regular basis. In addition, Airbus considers that SFE suppliers should be in line with SPEC 2000 and or the latest industry standard for BFE and engine manufacturers. Suppliers should also receive customer recognition if regular status reports are available to enable spares, repairs and other equipment performance tracking. The suppliers are encouraged to use Internet applications in addition to traditional fax and e-mails and provide VIM plus AOG-RG regular updates

WARRANTY ADMINISTRATION The accepted industry practice is to acknowledge Customer warranty claims within 30 calendar days from receipt of the claim.

FLEXIBILITY Suppliers should have the ability to provide prompt and flexible business solutions to suit the Customers demands or requirements. Flexibility is a measure of a suppliers willingness to provide a support solution outside of standard process or contractual obligations. The key areas to be considered are EIS support and retrofit support where a suppliers flexibility may be required to suit a Customers operation, fleet ramp up, specific regional requirements, maintenance schedule and commercial situation.

	COST AND COMMERCIAL ITEMS

The Cost assessment should be based on recent experience for Direct Maintenance Cost (DMC), commercial considerations and availability of spares pricing information.

DIRECT MAINTENANCE COST For each supplier the average DMC per flying hour should not exceed contractual guaranteed values In the event that the actual average DMC exceeds the guaranteed value the Supplier should credit the Customer accordingly DMC guarantee starts upon delivery of the first aircraft and remains in force for 10 years Computation should be based upon data collated by the Airlines (Please note that Customers are required to report maintenance cost data to suppliers to substantiate any remedies.)

SPARES PRICING SFE and IFE Suppliers should ensure that: Price shall be valid for at least 12 months Price data is supplied at no charge in SPEC 2000 or ATA200 format Notification on price variation is made 90 days prior to application An annual repair catalogue advertising flat rate repairs is issued.