Modeling of Commercial Airplanes Service Request Process Flows

The repairing of commercial aircraft is a complex task. Service engineers at Boeing's Commercial Aviation Services group specialize in providing crucial repair information and technical support for its many customers. This paper details factors that influence Boeing's response time to service requests and how to improve it. Information pertaining to over 5000 service requests from 2008 and 2009 was collected. From analysis of this data set, important findings were discovered. One major finding is that between 6 and 8 percent of service requests are late because time/date stamps used in reports were created in a different time zone.