Methods and systems for aviation parts, information and services

• US 6,901,377 B1
• Filed: 11/28/2000
• Issued: 05/31/2005
• Est. Priority Date: 01/07/2000
• Status: Active Grant

• Current Assignee: General Electric Company
• Original Assignee: General Electric Company
• Inventors: Fredette, Melinda Kay, Nelson, John Randall, Rosenfeld, John Richard, Overbeeke, Herman David
• Primary Examiner(s): Smith, Jeffrey A.
• Application Number:
  US09/724,124
• Time in Patent Office: 1,645 Days
• Field of Search: 705/26, 705/27
• US Class Current: 705/26.35
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0609 Buyer or seller confidence or verification
• CPC Class Codes: G06Q 30/0625 Directed, with specific intent or strategy
• CPC Class Codes: G06Q 30/0641 Shopping interfaces

Abstract

A method, system and apparatus that permit a user to order parts, submit warranty claims, and obtain product and repair information for aircraft engines and aviation parts are described. The system includes a plurality of servers connected through a network and one or more client systems coupled to the network. In another embodiment, the method includes the steps of accessing several database modules, receiving information after the user has been authenticated, updating the centralized database with, receiving an inquiry from a customer to obtain the specific information, and finally retrieving the requested information in response to the inquiry.

Claims

1. An aviation parts and repair system for ordering parts, submitting warranty claims, and obtaining product and repair information for aviation parts, for internal users and external customers, to improve communication and customer satisfaction, said system comprising:

a client system accessible by a customer for accessing repair information for the customer'"'"'s aviation parts that have been returned to a repair facility for refurbishment;

a server system which includes a plurality of servers and secured based on pre-determined criteria, said server system connected to said client system and configured to receive a user identification and an associated password from a user via said client system, said user identification and password enabling a user profile that facilitates customizing an output to the user, said server system further configured with;

an Online Overhaul Communication Module that is configured to receive engine analysis data for engines undergoing an overhaul process, said engine analysis data including a written description of engine defects and digitized photos of the engine showing defective parts;

at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Warranty Module that permits a user to edit warranty claim information before submission of the claim and to view warranty claim information online, and an Online Component Repair Module;

a centralized database including aviation parts, repair, and services information for a plurality of customers, said server system configured to be coupled to said device and said centralized database, said server system further configured to;

access at least one of said Online Spare Parts Module, said Online Product Support Module, said Online Overhaul Communication Module, said Online Warranty Module, and said Online Component Repair Module, all modules located on a plurality of servers of the aviation parts and repair system;

receive aviation parts and services information after the user has been authenticated by the aviation parts and repair system based on pre-determined criteria;

prompt the user to input a service engineer'"'"'s analysis of customer'"'"'s received engine, said analysis including a serial number for the received engine;

authenticate each engine part using the received engine serial number;

determine engine parts that are missing from the engine when received;

generate a missing-at-incoming report that describes the parts missing from the engine when received;

update the centralized database with the aviation parts and services information;

receive an inquiry from a customer to obtain the aviation parts and services information after the customer has been authenticated by the aviation parts and repair system based on pre-determined criteria; and

retrieve the aviation parts and services information from the centralized database in response to the inquiry.

2. An aviation parts and repair system according to claim 1 wherein said server system configured with the Online Spare Parts Module further provides a searchable online catalog for spare parts and allows users to order spare parts and obtain information on parts orders.

3. An aviation parts and repair system according to claim 2 wherein said Online Spare Parts Module is further configured with an order manager, said order manager further configured with a customizable user interface including at least one of a fully searchable catalog user interface, an order submission user interface, an inventory availability user interface, an order tracking and account status user interface, an order approval user interface, an order fulfillment user interface, an account-specific pricing user interface, and saved order templates.

4. An aviation parts and repair system according to claim 3 wherein said searchable catalog is configured with lead time, part availability, alternative parts, whether the part has superceded other parts, whether or not that part has been superceded by other parts, and the part'"'"'s history.

5. An aviation parts and repair system according to claim 1 wherein said Online Product Support Module further configured with technical documentation including service bulletins, an illustrated parts catalog, engine shop manuals, standard practices manuals, engine data submittals, fleet highlights, and graphical reports configured to chart responsiveness to customer needs, said technical documentation configured to be user customized customized, and said aviation parts and repair system allowing access to technical documentation for engines and parts which that user already owns.

6. An aviation parts and repair system according to claim 1 wherein said Online Overhaul Communication Module further configured with:

information on a customer'"'"'s overhaul jobs once engines have been submitted to the repair facility; and

information on engineer engine analysis, an engine receipt report, digitized photos of defective parts, a missing-at-incoming report, an initial cost estimate report, and an initial findings report, all related to overhaul jobs.

7. An aviation parts and repair system according to claim 1 wherein said Online Warranty Module configured to:

allow users and repair shops to submit warranty claims; and

view claim information, the claim information being access limited by customer.

8. An aviation parts and repair system according to claim 1 wherein said Online Component Repair Module further configured with an online catalog, a repair order status, contact information for receipt of customer E-mail, and links to web sites of shippers, said online catalog configured to allow a user to view what repair services are offered for particular parts, a return time for the repair, a description of the repair, customer customized pricing information for a contemplated repair and information regarding newly developed repairs and said repair order status configured to allow a user to view at least one of order numbers, open orders, shipped orders, orders for a particular time period and all orders for a particular part number.

9. Apparatus for ordering parts, submitting warranty claims, and obtaining product and repair information for aviation parts, for internal users and external customers, to improve communication and customer satisfaction, said apparatus comprising:

a client system accessible by a customer for accessing repair information for the customer'"'"'s aviation parts that have been returned to a repair facility for refurbishment;

a server system which includes a plurality of servers and secured based on pre-determined criteria, said server system connected to said client system and configured to receive information from a user via said client system,

a centralized database including aviation parts, repair, and services information for a plurality of customers, said server system coupled to said client system and said centralized database by a communication link, said apparatus further comprising;

an Online Spare Parts Module that provides customers with a searchable online catalog for spare parts;

an Online Product Support Module that provides online technical documentation for engines and parts which customers already own, including at least one of service bulletins, an illustrated parts catalog, engine shop manuals, standard practices manuals, engine data submittals, and fleet highlights;

an Online Overhaul Communication Module that allows customers to obtain information on their engine overhaul jobs once the engines have been submitted to the repair shop including a detail description relating to a type of service required, said Online Overhaul Communication Module configured to;

prompt the user to input a service engineer'"'"'s analysis of customer'"'"'s received engine, said analysis including a serial number for the received engine;

authenticate each engine part using the received engine serial number;

determine engine parts that are missing from the engine when received;

generate a missing-at-incoming report that describes the parts missing from the engine when received;

an Online Warranty Module that allows customers and repair shops to submit warranty claims and view claim information online; and

an Online Component Repair Module that provides an online catalog and a repair order status configured with search capabilities by part number and key words.

10. Apparatus in accordance with claim 9 wherein the communication link is at least one of a wide area network, a local area network, an intranet and the Internet;

said apparatus further configured with a Security Module capable of providing with the access only after the customers are authenticated based on previously stored profiles.

11. A method for the automation of parts ordering, warranty claim submission, and dissemination of product and repair information for aviation parts, using an Aviation Parts and Services System to improve communication and customer satisfaction, the system including at least one server, a centralized database, and at least one client system accessible by a customer for accessing repair information for the customer'"'"'s aviation parts that have been returned to a repair facility for refurbishment, said method comprising the steps of:

accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module that permits a user to edit warranty claim information and view warranty claim information online, and an Online Component Repair Module, all modules located on a plurality of servers of the aviation parts and repair system;

receiving a user identification and a password that enables a user profile that facilitates customizing an output to the user;

receiving aviation parts and services information after the user has been authenticated by the Aviation Parts and Services system based on pre-determined criteria;

updating the centralized database with the aviation parts and services information;

prompting the user to input a service engineer'"'"'s analysis of customer'"'"'s received engine, said analysis including a serial number for the received engine;

authenticating each engine part using the received engine serial number;

determining engine parts that are missing from the engine when received;

generating a missing-at-incoming report that describes the parts missing from the engine when received;

receiving an inquiry from a customer to obtain the aviation parts and services information after the customer has been authenticated by the system based on pre-determined criteria; and

retrieving the aviation parts and services information from the centralized database in response to the inquiry.

12. A method according to claim 11 wherein said step of accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module, an Online Component Repair Module, further comprises the steps of:

accessing the Online Spare Parts Module which provides a searchable online catalog for spare parts; and

allowing the user to order spare parts and obtain information on parts orders.

13. A method according to claim 12 wherein said step of accessing the Online Spare Parts Module further comprises the steps of:

accessing an order manager wherein a fully searchable catalog presented to the user only after the user profile has been validated based on the pre-determined criteria; and

then further accessing a customizable user interface including at least one of the fully searchable catalog, an order submission user interface, an inventory availability user interface, an order tracking and account status user interface, an order approval user interface, an order fulfillment user interface, an account-specific pricing user interface and saved order templates.

14. A method according to claim 13 wherein said step of accessing the Online Spare Parts Module further comprises the step of accessing at least one of a part lead time, part availability, alternative parts, whether the part has superceded other parts, whether or not that part has been superceded by other parts, and the part'"'"'s history.

15. A method according to claim 11 wherein said step of accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module, an Online Component Repair Module, further comprises the step of accessing the Online Product Support Module which includes at least one of technical documentation including service bulletins, an illustrated parts catalog, engine shop manuals, standard practices manuals, engine data submittals, fleet highlights, and graphical reports configured to chart responsiveness to customer needs, the technical documentation being user customized thereby only allowing access to technical documentation for engines and parts which that user already owns.

16. A method according to claim 11 wherein said step of accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module, an Online Component Repair Module, further comprises the step of accessing the Online Overhaul Communication Module which includes information on a customer'"'"'s overhaul jobs once engines have been submitted to a repair shop.

17. A method according to claim 16 wherein said step of accessing the Online Overhaul Communication Module further comprises the step of accessing at least one of an engineer engine analysis, an engine receipt report, digitized photos of defective parts, a missing-at-incoming report, an initial cost estimate report, and an initial findings report.

18. A method according to claim 11 wherein said step of accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module, an Online Component Repair Module, further comprises the steps of:

accessing the Online Warranty Module configured to allow users and repair shops to submit warranty claims; and

viewing claim information, the claim information being access limited by the customer.

19. A method according to claim 11 wherein said step of accessing at least one of an Online Spare Parts Module, an Online Product Support Module, an Online Overhaul Communication Module, an Online Warranty Module, an Online Component Repair Module, further comprises the step of accessing the Online Component Repair Module which includes at least one of an online catalog, a repair order status, contact information for receipt of customer E-mail, and links to web sites of shippers, the online catalog configured to allow a user to view at least one of what repair services are offered for particular parts, a return time for the repair, a description of the repair, customer customized pricing information for a contemplated repair and information regarding newly developed repairs and repair order status configured to allow a user to view at least one of order numbers, open orders, shipped orders, orders for a particular time period and all orders for a particular part number.

20. A method according to claim 11 wherein the server and at least one client system are connected via a network, and wherein the network is one of a wide area network, a local area network, an intranet and the Internet.