Customer Acceptance & Delivery Manager

A. Accountabilities
Customer Acceptance and Delivery Manager (CADM) is accountable for the On-Time, On-Quality and
On-Customer Satisfaction delivery of an Aircraft fleet to airlines customers/lessors. She/he is the leader of
the Customer Acceptance & Delivery Multi-Functional Team (CAD MFT), manages the risks (technical,
industrial, certification, definition, planning, contractual aspects) to meet the objectives of deliveries within
defined technical and quality standard, within cost, and to meet customer expectation and satisfaction
objectives.
B. Main activities

• Lead individual aircraft risk management on aircraft technical status and industrial planning along

CAD phase, within the MFT, in close liaison with Final Assembly Line (FAL), and follow all industrial,
technical and quality events arising during FAL and Delivery.

• Accountable for the Go/No Go decision at Hand-Over (milestone) to Delivery, for A/C acceptance to

start the Delivery phase.

• Ensure subsequent mitigation activities to trigger and launch recovery actions through FAL, Functions

and Cross Plant’s Management, at all appropriate level to meet delivery objectives and customer
expectation.

• Support FAL in case of major technical issues, by defining and proposing solutions whereby customer

acceptance (buy-in) and cost balance decisions are needed.

• Prevent aircraft delivery from any detrimental situation, and escalate when necessary to Executive

level for any relevant customer acceptance and delivery blocking issue.

• Ensure the continuity of the Fulfill Customer Order (FCO) process and as such: Assure that starting of

FAL meeting, cabin compliance check review meeting and certification walk around checks are
scheduled in due time and that all items are identified and address in timely and closed manner.

• Ensure accurate, reliable and on time information flow to the Customer, by leading the MFT and in

close liaison with FCO Manager and Team members through regular meetings with Customers from
St 40 to TAC.

• Decide on balanced delivery milestone contingencies, between On Time delivery and Company

financial target (inventory), in case, to protect company interest against any undue customer queries,
or which are beyond manufacturer standard.

• Gather and treat the Customer Satisfaction Improvement Performance (CSIP) feedbacks and

organize post-delivery meeting within MFT and appropriate level for lesson learnt and reply to
customer.

• Keep feedback loop together with Customer Service department for technical issue after aircraft

delivery, or in-service issue, to ensure continuous improvement on upcoming delivery aircraft in Plants
or FAL to meet customer expectations.

• Steer and lead the continuing improvement actions or project for CAD and CSIP aspect.

C. Outputs

• CADM is key success factor to A/C delivery, as leader of CAD MFT;
• Within MFT, CADM treat the CSIP to secure feedback loop to customer
• Maintain permanent relationship with Customers to improve CAD process.