Welcome to Honeywell s Global Customer Committee. You have been invited to this select group of Aerospace industry experts because we value your opinion on the topics that are important in the eyes of our customers. Together we are on a mission: better and safer products. Thank you for your time and interest. Global Customer Committee Leadership 1 The Global Customer Committee Charter 1.1 Mission Statement The Global Customer Committee is an independent group of aerospace professionals that works jointly with Honeywell to bring about improvement in aircraft, equipment, operations and services by seeking input from members on any concerns and issues based on the operator s experience, and to represent those issues to Honeywell. The Global Customer Committee obtains and evaluates data concerning aircraft, aircraft equipment, operations, and maintenance problems relative to the business aircraft owner or operator. Based on the understanding that better equipment, better training and better procedures all contribute to safer and more economical operations, the Committee s objective is to bring about improvements in aircraft, equipment and operations while maintaining flying safety at its highest level. The Committee s primary focus is to prevent problems from occurring through a free flowing exchange of information between members and Honeywell. Areas of Committee interest and responsibility include aircraft accidents and incidents, cost of ownership, availability and reliability of replacement parts, components, airworthiness directives, and upcoming changes in regulatory requirements. 1.2 Membership The Global Customer Committee will consist of a diverse group of board members chosen to represent major Honeywell products and services on key business aviation platforms, including but not limited to propulsion engines, APU s and electrical systems. The Global Customer Committee will consist primarily of Operators and a select number of Honeywell Authorized Service Centers and regional Industry Organizations. While members will be chosen and elected exclusively by the Committee, Honeywell has the right to reject members upon a reasonable explanation to the Committee Chairman. Operator members may not represent companies that directly compete with Honeywell Aerospace on new aircraft selections, aftermarket upgrades, or aftermarket services (such as Flight Support Services). Members of Honeywell s Authorized Service Center Network while they may compete for aftermarket repair and overhaul business are eligible to participate on the committee. In addition to operator members, due to the sharing of proprietary technical data, only employees of Honeywell Authorized Service Centers may serve on the Global Customer Committee or be asked to participate in meetings or special initiatives. Candidates working for an airframe Original Equipment Manufacturer (OEM) or OEM-owned Service 09/12/2014 1 of 9
Center (including Honeywell Authorized OEM Service Centers) will not be eligible to participate on the Committee. If Committee members change companies or roles during their service on the Global Customer Committee and desire to remain on the Committee, the Global Customer Committee Chairman will determine whether or not the member meets the requirements and can continue to participate on the Committee. All members will be asked to sign and maintain current a Honeywell non-disclosure agreement that covers any proprietary discussions arising from their membership on the Global Customer Committee. 1.3 Expectations and Terms for Committee Members The Chairman and Vice- Chairman will be elected by the Global Customer Committee members for a two year term with the possibility of re- election for another two years. Leadership candidates should have at least two years of service in the Committee. Only operator members will be allowed to serve in the Global Customer Committee Chairman position. Elected committee members will be asked to serve on Honeywell s Global Customer Committee for a two year term with the option of a two year extension; upon expiration of the four year commitment, members will be automatically released from the Global Customer Committee, except for Chairman and Vice- Chairman whose terms may be extended to allow them to finish their roles. Service on the Global Customer Committee is completely voluntary and members may resign without consequence at any time. All costs and expenses incurred by the Committee member will be solely at the member or Member Company s expense. The Chairman reserves the right to: (1) release members from the committee at any time during their term upon reasonable justification, (2) extend membership of individuals to fill strategic vacancies and (3) request former members to rejoin the committee after two years of their release. - Membership of will be reviewed on an annual basis to assure the best interest of the OEMs, & platforms & regions are represented. During their commitment, the member will be asked: To represent more than just their individual company; to proactively contact other Honeywell operators within their geographical areas to obtain additional field data and discuss current issues as permitted by the Proprietary Information Agreement. To discuss current issues and obtain additional field data. To participate in face-to-face meetings with Honeywell leadership in regional locations To participate on Global Customer Committee conference calls To volunteer to serve on separate sub-committee or special teams in areas of their expertise. Where additional expertise or data is required, to reach out to other Honeywell operators for participation in projects or special teams. 09/12/2014 2 of 9
Individual committee member s aircraft concerns should not be tabled during committee meetings. These concerns should be handled through normal customer support channels. To refrain from discussions on topics outside of the scope of the Committee or that relate to pricing and/or policies of Honeywell in conjunction with its Authorized Service Centers, including but not limited to service center pricing, technical data not published in Honeywell approved maintenance manuals, etc. 1.4 Additional Expectations for Channel Partner Members Channel Partners are encouraged to join the Global Customer Committee given their vast experience troubleshooting and repairing Honeywell products, as well as managing the customer experience of returning aircraft to service. In addition to the expectations for all members discussed in section 1.3, Channel Partner members are requested to: Present to the GCC issues that directly affect the customer experience (issues related to Honeywell support of the service center network should be discussed in a private forum with Honeywell). Volunteer to lead or participate in customer teams or other special assignments. Promote the GCC within their individual company, provide feedback and results to their leadership and peers, and request information from other areas of their company in preparation for GCC telecoms and face to face meetings. Advertise the Global Customer Committee with their customers as a way to stay in touch with Honeywell, and volunteer to serve as their customers GCC focal point. Channel Partners may be asked to assist in sponsoring meals or other activities associated with the GCC face to face meetings. While this is certainly appreciated by Honeywell and the GCC members, it should not be interpreted as an expectation for serving on the committee. 1.5 Expectations for Honeywell In working with the Global Customer Committee, Honeywell agrees to: Facilitate meetings and teleconferences. Cover expenses associated with meeting rooms, materials, & telecommunication costs. Provide the Committee access to Honeywell BGA senior leadership. Maintain a RAIL of Top 25 programs and other programs in queue Provide regular status and demonstrate sufficient bias for action on the Top 25 RAIL items. Provide access to Honeywell technical engineers and staff Respect member schedules and workloads and not make unreasonable or excessive requests on committee members. Not solicit proprietary or confidential data on competitor products or services 09/12/2014 3 of 9
1.6 Definitions Term RAIL Definition Rolling Action Item List. This is a single list for all GCC regions Five Step Process CSB CSB Gate 1 RAIL management process consisting of the five stages in the life of a RAIL: (1) New, (2) Queue, (3) Top 25, (4) Agenda Follow Up and (5) Closed Customer Satisfaction Board; team responsible for solving Service Related Difficulties (SRD, see definition below). Also refers to gates associated with SRD resolution process. This is the process used to resolve various types of customer, field, production and aftermarket issues or any other problem potentially affecting the product end-user, with particular emphasis on safety issues. The process is driven by a product-specific team, which reviews process requirements and facilitates funding and priority for CSB actions during meetings, known as gates, which occur at critical milestones or phases of the resolution process. See Figure 1 for more information on requirements to advance through the different process gates. Problem definition and notification CSB Gate 2 Root cause and solution options CSB Gate3 Solution development CSB Gate4 Service Bulletin Release CSB Gate 5 Follow-up or effectiveness Clearinghouse Program office that provides funding to advance CSB gates SRD Service Related Difficulty; an issue related to customer, field, production or aftermarket. Also, the process to resolve issues. 09/12/2014 4 of 9
Figure 1. CSB Flow Chart 09/12/2014 5 of 9
1.7 Scheduled Reviews and Agenda 1.7.1 Americas a) Face to face meetings: Occur bi-annually, generally scheduled in Spring and Fall. High level agenda is as follows: I. Day 1: Welcome from leadership, Top 25 review & Agenda Follow Up II. III. Day 2: General, Mechanical, Electrical and Pilot topics; break out sessions Day 3: RAIL prioritization and leadership debrief During spring an additional half day session will be scheduled for the New Technologies review. * This may vary according to the region. b) Telecoms: one telecom held between face to face meetings for a total of two telecoms per year. I. Telecoms last approximately 90 minutes II. III. IV. Telecoms are divided into 4 sections electrical, pilot, general and mechanical topics Members are encouraged to participate in the areas of most interest to them, but are welcome to stay for the entire call if they choose. Telecoms are regional in attendance 1.7.2 Europe, Middle East, Africa and India a) Face to face meetings: Occur bi-annually, generally scheduled in the second and third quarter. High level agenda is as follows: I. Day 1: Welcome from leadership, Top 25 presentations, Agenda Follow Up and mechanical/electrical breakout sessions. II. Day 2: General queue, round table and leadership debrief. b) Telecoms: one telecom held between face to face meetings for a total of two telecoms per year. I. Telecoms last approximately 60-90 minutes II. Topics vary depending on the most critical items in the region III. Members are encouraged to participate in the areas of most interest to them, but are welcome to stay for the entire call if they choose. IV. Telecoms are regional in attendance 09/12/2014 6 of 9
1.7.3 Asia Pacific a) Face to face meetings: Occur bi-annually, generally scheduled in the second and third quarter. High level agenda is as follows: I. Day 1: Welcome from leadership, General & Mechanical Top 25 presentations, Queue & Agenda Follow Up. II. Day 2: Electrical Top 25 presentations, Queue & Agenda Follow Up, round table and leadership debrief. c) Telecoms: one telecom held between face to face meetings for a total of two telecoms per year. I. Telecoms last approximately 60-90 minutes II. Topics vary depending on the most critical items in the region III. Members are encouraged to participate in the areas of most interest to them, but are welcome to stay for the entire call if they choose. IV. Telecoms are regional in attendance 09/12/2014 7 of 9
1.8 Resources and Documents 1.8.1 Honeywell Global Customer Committee Mailbox For any questions/inquiries/information, please write directly to GCC@honeywell.com. Correspondence from Honeywell to the Global Customer Committee will also originate from this mailbox. Messages received by this mailbox will also be forwarded to Committee members as appropriate. 1.8.2 SharePoint Web Site This collaboration website is restricted only to Global Customer Committee members and Honeywell employees, and it is the repository of all the current and past GCC documents. It contains: GCC One List Top 25 Actions and Working Teams Detailed Operations Manual Presentation files from face to face meetings and telecoms Proprietary Information Agreement Other files to be shared with Committee members URL: https://externalsites.honeywell.com/sites/committee 1.8.3 Top 25 Dashboard Honeywell maintains an up to date, publicly accessible website with the list and status of the GCC Top 25 actions. The following information can be found on this website: RAIL Status RAIL %Completion Estimated Completion Date OEM s impacted URL https://honeywellaero.secure.force.com/aogrealtimereport/gcc_dashboard 1.8.4 GCC Website The GCC website is designed as an online brochure where the general public can browse the latest information regarding the GCC: - GCC Introductory video 09/12/2014 8 of 9
- Narrated presentations of our operating system - GCC brochure (Printed Version) - - GCC Electronic Version Contains a GCC Overview, one source of basic information - Link to the Top 25 Dashboard and SharePoint Site - Membership and contact information by region - Request to become a member or submit an issue - Dates for upcoming events URL: http://committees.honeywell.com 1.8.5 Chatter Chatter is a professional social media tool that allows Honeywell and GCC members to collaborate and stay up to date on the latest developments of the GCC. Below are some examples of the type of information shared in Chatter: Minutes from working team meetings Progress of Top 25 RAILs Answers to general questions from GCC members and other Honeywell employees Highlights and pictures from GCC face to face meetings in all regions Sharing news and information relevant to GCC members 1.9 Proprietary Information Agreement Given the nature of the information shared by Honeywell with the Global Customer Committee, members are asked to sign a proprietary information agreement (see appendix). Members are encouraged to review this agreement with their own legal departments. Once signed, please email documents to our GCC email account at GCC@honeywell.com 09/12/2014 9 of 9