Treatment of Training Customer Feedback FEEDB… · This Manual applies for the collection of trainee's feedback about Airbus Wet courses, the computation of the Training Customer

Manual M23250 Issue: B

© AIRBUS SAS 2017. ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT.

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Treatment of Training Customer Feedback

<SUMMARY_BEGIN>SUMM ARY :

PURPOSE/SCOPE:

This Manual applies for the collection of trainee's feedback about Airbus Wet courses, the computation of the Training Customer Feedback (TCF) and the relevant monitoring, in the following domains: − Flight − Technical Flight − Maintenance − Structure − Performance − Cabin − ECAM − SMS − FDA − E-DOC − SAMS − TEM − E-Academy

This Manual is applicable to: − all Airbus Training Centres (fully owned, subsidiaries or joint venture) belonging to Airbus

Training Organization, − the Flight Operations Support division, − Distance Learning.

<SUMMARY_END>

Document Owner:

Name: HERITIER Roselyne

Function: Quality Conformance Manager - QCO

Authorizer for Application:

Name: HAMEL Fabrice

Function: SU.TF.01 Process Owner - Head of Training Solutions - SLT

Electronically validated - Released on 17 May 2017

Treatment of Training Customer Feedback M23250 Issue: B


Printed Copies are not controlled. Confirm this is the latest issue available through the Hub. Page 2 of 14

TABLE OF CONTENTS 1 Introduction .......................................................................................................................... 3

2 Condition of Use .................................................................................................................. 4

3 Description ........................................................................................................................... 5

3.1 Flowchart ............................................................................................................................. 5

3.2 Details of Tasks ................................................................................................................... 6

3.2.1 Collect Identity of Courses ............................................................................................... 6

3.2.2 Import File from MyTeam to TCF ..................................................................................... 6

3.2.3 Load Coherence Data ..................................................................................................... 7

3.2.4 Provide Questionnaires to Trainees ................................................................................. 8

3.2.5 Validate Course Feedback ............................................................................................ 10

3.2.6 Launch Corrective Action .............................................................................................. 11

3.2.7 Report Efficiency of Actions ........................................................................................... 11

4 Training Customer Feedback (TCF) Calculation Principle .................................................. 12

5 Specific Rules for Suppliers ............................................................................................... 13

6 Referenced Documents ..................................................................................................... 13

7 Glossary............................................................................................................................. 13

Record of Revisions ...................................................................................................................... 14





1 Introduction

Customer satisfaction is one primary objective of Airbus Training.

Training Customer Feedback (TCF) is one Key Performance Indicator (KPI) used to measure and follow-up our customers' satisfaction with trainees' feedback questionnaires.

This manual describes how to provide, collect, analyze the trainees' feedback, the calculation of the TCF and the NPS, and the implementation of the necessary preventive and corrective actions.





2 Condition of Use

During the development process, the Quality Manager Customer Survey and Domain Managers must decide if an update/new Questionnaire is needed. If yes, the Master questionnaires are produced and updated by Quality department (different questionnaires are used depending on the type of course). Each Training Organization is then in charge of the publication of these questionnaires in electronic and/or paper format. The master is always filed in the eTCF web tool.

To allow receiving feedback, the local TCF administrators of each ATC must feed the eTCF web tool with new courses references, uploaded from MyTeam.

The eTCF system is used from questionnaire completion by trainees to an automatic generation of a dashboard.

For all e-Learning courses the duration of courses must be manually managed.

Further details about the eTCF tool, are contained in the user guides available on eTCF web page.





3 Description

3.1 Flowchart

Input Activity Output

Customer Feedback

Collect identity of courses

Training Customer Feedback fulfilled

Extract file

Load Coherence Data

Provide questionnaires to TraineesInstructor

Validate questionnaires

Is there a need for corrective action?

Launch corrective action

Report efficiency of actions

QualityManager Customer

Survey

QualityManager Customer

Survey

Report closedNo

Yes

Report analysis





3.2 Details of Tasks

3.2.1 Collect Identity of Courses

MyTeam and eTCF are tools used for the identification and crosschecking of each uploaded training course. With these tools, TCF Administrators can access to the "Course List".

Following this, TCF administrator can use the output file report xls-TCF to upload new courses.

The file is used to update the "Coherence Data" on the eTCF website.

Identification is performed per Training Centre (or subsidiaries) and course location (customer base or e-training by Airbus) and course number.

3.2.2 Import File from MyTeam to TCF

Quality Manager Customer Survey (Toulouse acting as Central Administrator) send a monthly reminder e-mail to each TCF Administrator to manage the import file from MyTeam to the eTCF website. This is in preparation of the following week's courses being made available on the eTCF website.

In case of unknown course and/or customer codes, TCF Administrators must update the corresponding databases within eTCF contact Quality Department in Toulouse.

The Excel File must be as the model below:





3.2.3 Load Coherence Data

Each ATC loads the following data (course number, dates, course code, location, Customer's course code and number of trainees) which can be retrieved by the web link connected to the eTCF: https://airbustrainingfeedback.com/content/tools/search_course.php

Course number has always: 3 letters + 2 digits for year + 7 digits for course number

i.e. EUR17-1234567

The three letters are in accordance with the name of the ATC.

For example:

• EUR = Europe • DEL = India • PEK = Beijing • MIA = Miami • MEX = Mexico/Monterrey…


https://airbustrainingfeedback.com/content/tools/search_course.php




3.2.4 Provide Questionnaires to Trainees

For all ATCs there are two possibilities to provide questionnaires to trainees: electronically or paper format.

In the case of electronic format the trainees have access to the eTCF website: www.AirbusTrainingFeedback.com.

In the case of paper format each Training Centre provides trainees with the questionnaire printed from the eTCF.

All questionnaires are customized per domain.


http://www.airbustrainingfeedback.com/




Online Questionnaire

Users can access the electronic questionnaires on the main page of the eTCF website, entering their course number and customer code as shown below.

The electronic questionnaire is opened and the users are given instructions about the submission and completion of the questionnaire:

The user must then complete the questionnaire in full and click on "Submit questionnaire" at the end to generate a valid feedback.





3.2.5 Validate Course Feedback

Upon the submission of all questionnaires for a particular course it is the duty of TCF administrators of each ATC to validate the course. There are two levels of administrators profiles:

− Administrator of Centre: they manage data from their ATC. − Central Administrator: they manage all necessary improvements, access/update/

delete and assign the level of each administrator. The Central Administrators belong to the Training Quality Department acting as owner of the database.

Without validation of each course feedback the automatic generation of the course report and the generation of Monthly and Quarterly Dashboard cannot be completed. After report validation, an email is sent via distribution list to all involved in each domain.

Monthly reminders are sent from Quality Manager Customer Survey to each ATC in order to correctly maintain the dashboards.

Report Analysis

The eTCF and dashboards are prepared and analysed first by Quality Manager Customer Survey, then presented in Customer Feedback Quarterly Meeting with Head of Training Services and domain's Managers.

There are several types of dashboards:

− Monthly global all Center, − per Training Center and per Domain, − and others like Quarterly for Flight & Maintenance, − bi-annual for Flight Ops.

To the attention of management of each ATC the quarterly dashboard is used mainly to display the Matrix of Priority of Actions.

TCF results are analysed during management meetings and/or MBR. Special attention is given to the items highlighted in red (i.e. decrease of 5 points or more since the last report).





3.2.6 Launch Corrective Action

To improve TCF level and reach the target defined by Airbus Training top management, an actions follow-up is created by the Quality Manager Customer Survey in cooperation with Domain Managers to follow each item which need investigation. Corrective actions are collected and presented to the Head of Department and Domain Managers.

Quality Manager Customer Survey is in permanent coordination with all ATCs for the actions follow-up and their implementation.

3.2.7 Report Efficiency of Actions

After implementation of a corrective action, Quality Manager Customer Survey collects the new TCF reports in order to follow-up the efficiency of the action. These results are presented to the Management of each Training Centre.





4 Training Customer Feedback (TCF) Calculation Principle

CSIP model of calculation is automatically applied:

𝑇𝐶𝐹 = 𝟏𝟎𝟎 ∗ CS(1) + 𝟕𝟓 ∗ S(2) + 𝟓𝟎 ∗ FS(3) − 𝟓𝟎 ∗ FD(4) − 𝟏𝟎𝟎 ∗ CD(5)

CS(1) + S(2) + FS(3) + FD(4) + CD(5) ∗ 100,

where

CS = Completely Satisfied

S = Satisfied

FS = Fairly Satisfied

FD = Fairly Dissatisfied

CD = Completely Dissatisfied

Based on the new satisfaction index, a new satisfaction scale meaning has been decided:

− 90% to 100% → Green color in the graphs − 89% to 80% → Orange color in the graphs − Under 80% → Red color in the graphs

Each year, the top management of Airbus Training determines the target of TCF to be reached. 90 is the target for 2016.

In addition we manage the Net Promoted Score (NPS). Target: 70

For any help or bug detected an email can be sent to:

[email protected]


mailto:[email protected]




5 Specific Rules for Suppliers

None

6 Referenced Documents

None

7 Glossary

Always refer to LEXINET

ATC Airbus Training Centre KPI Key Performance Indicator NPS Net Promoted Score TCF Training Customer Feedback





Record of Revisions Issue Date Reasons for Revision A Jan 2015 Initial issue. Transferred in new Airbus procedural system

from old AP2325. B May 2017 Renamed of the activity from TSI to TCF.

New design of the web database. Introduction of the Net Promoted Score. Display of the web-reports.

This document and all information contained herein is the sole property of AIRBUS S.A.S. No intellectual property rights are granted by the delivery of this document or the disclosure of its content. This document shall not be reproduced or disclosed to a third party without the express written consent of AIRBUS S.A.S. This document and its content shall not be used for any purpose other than that for which it is supplied. The statements made herein do not constitute an offer. They are based on the mentioned assumptions and are expressed in good faith. Where the supporting grounds for these statements are not shown, AIRBUS S.A.S. will be pleased to explain the basis thereof.


REFERENCE M23250Validation Report

ISSUE B DATE 16 May 2017

© AIRBUS S.A.S. 2017. ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT.

Treatment of Training Customer FeedbackValidation Report

APPROVALName [Siglum] Date

TAUZIN WILLIAM [QCO] 16 May 2017 Electronically validated

AUTHORIZATIONName [Siglum] Date

HERITIER ROSELYNE [QCO] 17 May 2017 Electronically validated

AUTHORIZATION FOR APPLICATIONName [Siglum] Date

HAMEL FABRICE [SLT] 17 May 2017 Electronically validated
