B vs AB

Here's an interesting view from a customer.  

                                                         Sept.12.
2003                                                           
Comparison between BOEING and AIRBUS

Introduction

This is in response to a request from Mr. Steve Douglas to provide a
comment regarding Product Quality and Aircraft Delivery Process of
BOEING in comparison with that of AIRBUS.

I was in Toulouse France for two years and a half(Jan. 1995 - July 1997)
as an Engineering Representative of ANA at AIRBUS. Now I am in Seattle
and have spent four months as an Engineering Rep. of ANA at BOEING. In
order to up-date my experience and knowledge about AIRBUS, I got some
comments from Mr. Yoshio Yagi, he also has experience of working with
BOEING and AIRBUS as a Chief Inspector of ANA.

This is my personal opinion and is not representing entire ANA.


1.  How does the product quality of BOEING aircraft compare to AIRBUS ?

    Overall quality of BOEING aircraft is good and satisfactory. The
number of in-service problems of BOEING aircraft is relatively fewer
than that of AIRBUS aircraft. The reliability of BOEING aircraft seems
to be better than AIRBUS and this is considered to be mainly due to
better quality of components and parts installed on BOEING aircraft.

    Regarding the quality of production, I feel that AIRBUS is better
than BOEING. Based on our inspection activities at the production sites,
the number of NCRs, SRLs and/or Pick-Ups of BOEING is relatively more
than that of AIRBUS. Especially, human-related structural defects(e.g.
out of tolerance hole, over countersink, tool mark at drill start, short
edge margin etc.) at BOEING are so many and it is quite a few at AIRBUS.





2.  What does AIRBUS do that is better than BOEING ?

    It seems to me that skill level of factory workers is higher and
well trained at AIRBUS compare to BOEING. With this reason, I think that
human-related structural defects are fewer at AIRBUS than BOEING.
    
    Skill of QA Inspectors of AIRBUS also seems to be higher than
BOEING. During CIR Inspection at BOEING, our inspector usually pick-up
some defects or snags even though a prior inspection by Boeing QA is
done. At AIRBUS, most of defects or snags are picked-up by QA Inspectors
prior to Customer Inspection. 
    
The number of "Concession" at AIRBUS which is equivalent to "NCR" at
BOEING is remarkably few. This is not only due to higher skill level of
factory workers but it is also due to the difference of Production
Process between AIRBUS and BOEING. At AIRBUS, fuselage sections are
pre-assembled at sub-assembly production sites and ducting, tubing,
electrical wiring and insulation blanket are installed on fuselage
section prior to the final assembly line.(It is similar to the process
for 737 at Renton)  

On the other hand, there are many things which BOEING is doing better
than AIRBUS.

>Access to drawings
  When our inspector needs to have drawing for their inspection, it is
easy to get the drawing in a timely manner at BOEING. At AIRBUS, it
takes about one week before they receive the drawing after they order
it.
 
>Surveillance inspection
  Our inspectors can do their surveillance inspection at anytime at
BOEING and no attendance of BOEING CQS is required. At AIRBUS,
attendance of AIRBUS CIM(Customer Inspection Manager) is required and to
get the CIM attendance, a prior appointment is required. This is
inconvenient to airline inspectors. 



3.  What could BOEING do to improve ?

    To improve the quality of BOEING production, it is necessary to
improve and maintain the skill level of factory individuals at a certain
higher level. It is also important to keep them motivated and to make
them be proud of BOEING products.
    
 Improvement of Training System for factory workers should be
considered. It should be not only for initial training but also for
recurrent training to be improved.

It is not easy to keep factory workers motivated, however, not to lay
off highly skilled workers is one of the solutions to be considered.


4.  If you could change something about BOEING - what would it be ?

    I feel that BOEING of today is too much cost-concerned. Of course it
is important to cut excessive cost and improve productivity, however, it
should be avoided to degrade the product quality. 
    
    BOEING should have more quality-oriented attitude.
    

5.  What do you think about BOEING's Delivery Process ? 

    After I started my job in Seattle I received four brand new
airplanes from BOEING. Although there were some technical problems
during each aircraft deliveries, finally we could receive airplanes with
good quality and as scheduled. We appreciate every efforts of BOEING
people involved in those aircraft deliveries.
    
    The Delivery Process of BOEING is standardized and well organized
and the roll of CQS is very important to keep these advantages. If the
CQS well coordinate within BOEING, airline customer and various parties
involved, the delivery goes well, however, if the CQS does not, it is
easy to imagine a terrible scenario. 
    
    At AIRBUS, there is a customer focus like CQS at BOEING and it is
CIM(Customer Inspection Manager) at factory and CADM(Customer Acceptance
and Delivery Manager) at flight line. Because CQS of BOEING takes care
both of factory and flight line, it provides better consistency to the
customer airline than AIRBUS. 
    
    In the past, the Delivery Process of AIRBUS was not good enough.
There were many problems and most of them were lack of information
provided to the customer, lack of responsibility and non-standardized
process. However, the Delivery Process of today's AIRBUS has been
remarkably improved. As mentioned before, there is a customer focus at
AIRBUS delivery but his/her roll is not big like BOEING's CQS. However,
there is a team dedicated for each aircraft delivery. The delivery team
consists of persons from Quality, Engineering, Flight Test Engineering,
Certification and Production etc. and they works very well as a team.
Mr. Yagi of ANA appreciates the good performance of the delivery team of
AIRBUS.


6.      If you could say something to BOEING - what would it be ?

As everybody recognize BOEING has led the aviation industry and has done
great roll in the progress of aircraft technologies. With aircraft which
has good quality and high performance, airline companies could continue
their business in the industry.

I would like BOEING people to be confident in and be proud of what they
have done. It is not only for production workers but for all the BOEING
people including engineers, managers at production and executive
management of the company as well. 

As mentioned before, BOEING of today seems to be too much cost-concerned
and should have more quality-oriented attitude.

If BOEING produce good aircraft, profit will follow, I would like to
say.




Summary

   Regarding Product Quality and Aircraft Delivery Process, BOEING has
advantages against AIRBUS in some aspects and disadvantages in another
aspects. It is important to take actions to improve yourself and it will
be our pleasure if we can do anything help BOEING. However, it is not
necessary to too much concern about how AIRBUS is doing. We would like
BOEING to improve yourself by hearing the voice of customers.
   
Please be proud of what BOEING has done and please re-identify what
BOEING is expected in the industry.
   
   I hope that this comment would work in helping you and meet your
expectation.
   
   
   Sincerely,
   
   
   
   Yukio Igawa
   General Manager
   USA Engineering Office
   All Nippon Airways, Co., Ltd.