Designing New Business Models to Transform Bombardier’s Customer Services & Support Department into a Profit Centre

The main purpose of this cluster proposal is to test the hypothesis of whether the Customer Services & Support Department of Bombardier Commercial Aircraft Division can develop new business models to transform itself into a profit center within the Bombardier’s organization. To carry out this test, a thorough investigation of the after-sale needs, wants and concerns of the different users of Bombardier Commercial Aircraft products will be carried out. This investigation covers the whole spectrum of activities taking place within the Customer Services & Support (CS&S) Department, which includes aftermarket service bulletins, supporting customers in modifying their aircrafts’ configuration and operation, competitive intelligence tool development, customer relationship management, technical publications sales and delivery, organizational development for maintenance engineering tasks. This project is beneficial to both the organization and Canada, since it aims at increasing the profitable revenue in Bombardier and contributing to the growth of an important sector in Ontario and Canada – the aerospace sector.

Faculty Supervisor:

Aziz Guergachi

Student:

Partner:

Bombardier Commercial Aircraft

Discipline:

Business

Sector:

Manufacturing; Professional, scientific and technical services; Transportation and warehousing

University:

Toronto Metropolitan University

Program: