the airplane more effectively.” “One of the most rewarding things is to know that you have helped a customer in a way that either prevents or minimizes a delay or returns it to service as quickly as possible,” Connell added. “Being part of a solutions-oriented team and helping customers every day is one of the most gratifying experiences I can think of.” At the end of January, the 787 Opera-tions Control Center was supporting 114 Dreamliners in commercial service, up from less than a dozen at the end of 2011. More than 220 787s are expected to be in service by the end of this year. PHOTO: A real-time display showing 787s in service worldwide highlights the urgency of addressing customer support issues as Jules Carstea, left, a service engineer, and Christopher Park, a maintenance engineer, discuss a customer information request. BOB FERGUSON/BOEING While the team in the operations center has shifted to meet changing needs, it hasn’t grown dramatically in that time. That’s because the operation of 787s is becoming more routine as more of them are delivered, Hirst said. “The airplanes are definitely getting better,” she said. “We’re getting more experience, and operators are getting more familiar with dealing with the airplane.” While the control center is helping airlines avoid delays and save money by monitoring and responding quickly to maintenance issues, airline passengers benefit as well due to fewer delayed flights and safer operation of the airplanes. “Ultimately, our focus—and the airlines’ focus—is on the passenger,” Fleming said. Everything is designed to provide them a safe, reliable and comfortable journey to their destination.” n eric.c.fetters-walp@boeing.com Frontiers March 2014 31
Frontiers March 2014 Issue
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