BRISTOW WORLD

More documents

Recommendations

Info

ACCIDENTSDOWNTIMECOMPLAINTSWhen I graduated from BristowAcademy in 2005, I never guessedI’d be flying helicopters in Warri,Nigeria. In fact, I’m one of morethan 100 Academy graduates whohave joined Bristow commercialoperations since 2007. Notone of us has been involved inan accident or incident sincebeginning our commercial careers.Keep it up, everybody! One of myfavorite experiences since comingto Nigeria was taking a Bell 407to a summer camp to meet somegreat kids.Igendit odit fsapinPataepenet as reptDotae voq uationsedOccull im doluptate- Captain Chloe DemetriusBristow calendars available nowTHE WAY WE FLYPROTECTS PEOPLEAND COMPANIESDAY BY DAYMONTH BY MONTHYEAR BY YEARSu Mo Tu We Th1 2 3 4 5JUN APR28 39 104 115 615 9 10 16 11 17 18 192013 201216 22 17 23 18 24 19 25 20 26MAY MAR 2013 2012wk Su Mo Tu We Th Fr Sawk Fr Sa18 9 1 21 32 4319 10 87 98 109 11 1054 65 76 22 14 6 7120 11 12 11 13 12 14 13 15 14 16 15 17 16 18 1721 12 19 18 20 19 21 20 22 21 23 22 24 23 25 2423 15 137 14822 13 26 25 27 26 28 27 29 28 30 29 31 30 3124 16 14 20 15 21MAY JUL 2013 2012wk Su Mo Tu We Th Fr Sa25 17 21 27 22 281 21 32 43 54 6527 1887 98 109 11 10 12 11 13 1276 28 1914 15 16 17 18 19 2029 20 13 14 15 16 17 18 1926 18 23 29 24 30 25 26 27 28 2921 20 22 21 23 22 24 23 25 24 26 25 27 2630 2128 27 29 28 30 29 31 30 3131 2227 30ZERO ACCIDENTS / ZERO DOWNTIME / ZERO COMPLAINTSZERO ACCIDENTS / ZERO DOWNTIME / ZERO COMPLAINTS8 Bristow 8 Bristow World 2008 World / Issue 2012 II / Issue 1
KPI data keeps company on course to Client PromiseBristow’s Client Promise – to provide unmatched safety and uptimeperformance and hassle-free service – is the single largest initiative interms of securing the company’s success. The rollout of consistent keyperformance indicators (KPIs) across every business unit is providing themeasurement to validate the promise.“The goal of measuring our KPI performance and putting iton prominent public display is to prove we’re doing better than ourcompetitors in these important areas,” says Mark Duncan, senior vicepresident, Commercial. “When clients realize the additional value Bristowprovides through superior performance, we’ll separate ourselves from thecompetition and win more business.”The most important factor in using KPIs to drive improvement andachieve success is accurate reporting – even if that reporting indicatesless-than-stellar performance, Duncan says. “We don’t want to bury a lownumber. If we’re at 80 percent, let’s take that result and make the changesnecessary to get us to 95 percent and higher.”Success storiesWhile existing KPI data is only just allowing us to establish performancetrends, we are using them to positive effect. “Are they a factor in helping uswin new business and improve client relationships? Absolutely,” says StuartWalker, director, Commercial. Some examples include:• Comparing one client’s low KPI scores with top performers and offeringthe client contract modifications to help achieve greater performance andefficiency.• When KPIs for one client indicated a low score for on-time departures,Bristow discovered that most of the delays originated with the client andworked with the client to fix the problem.• Providing aircraft for a North Sea client’s drilling project in Newfoundlandafter their local provider had no extra capacity. Avoiding downtime on theproject may have saved the client as much as $90 million.Opportunities aheadWhile other helicopter operators track their performance, Bristow closelyassociates its KPIs with what clients say they value most: safety, uptimeand customer service. The company’s branded Target Zero Safety, TargetZero Downtime and Target Zero Complaints efforts reinforce that Bristowunderstands what really matters to clients.“The KPIs for these goals reflect real operations data, and that’s going toallow us to sell real performance and service,” says Walker. “We believe weare already way in front of our competitors. Some clients are now switchingout their KPIs, preferring the measures in use at Bristow. This ultimately willlead to industry-wide acceptance and recognition.”“We’ll win by being safe, reliable and hassle-free,” Duncan says. “Butwe’ll need everyone’s help to get there.”KPI Scorecard Month YTD GoalTotal Recordable Incident Rate (TRIR) 0.00 0.21 0.22Air Accident Rate (AAR) 0.00 1.19 -All On Time Departure (OTD) 93.8% 94.1% 97%Bristow On Time Departure (BOT) 98.5% 98.6% 97%Service Availability (SAV) 98.5% 99.0% 95%Total Flights Delayed (TFD) 1,496 8,712 7,317Total Lost Minutes by Bristow (TLM) 19,823 127,523 109,760Recognition (TRR) 5.95 4.80 1.00Complaints (TCR) 1.03 0.56 0.50Sharing BVA best practicesBristow teams from all parts of global operations came together in Houstonin February to share Bristow Value Added (BVA) best practices.Every Bristow business unit was represented. George Bruce, financedirector, Global Operations and organizer of the BVA program, reports theoutcome of the meeting was very positive.“It was very heartening to see the extent to which BVA is being culturallyembraced in our organization so shortly after its launch,” he said. “Therewas a very real recognition that whether you fly a helicopter, talk to ourclients, maintain our equipment or provide support services, everyone hasa role to play and can contribute to building the value of Bristow.”From left to right: Bukunola Lawrence-Ohei, Derek Diedericks, Olawale Ajibola,Mayowa Babatunde, Bill Chiles, Jonathan Baliff and Clement Falayi.Bristow World 2008 / Issue 9II9
Page 2 and 3: Bristow regains U.K.SAR contractThe
Page 4 and 5: Day in the life of a Bristow helico
Page 6 and 7: CIO Talk: Information Technology’
Page 10 and 11: Worldwide events mark Bristow Uplif
Page 12: News BriefsFirst-time event raises

BRISTOW WORLD

Create successful ePaper yourself

Delete template?

Save as template?