The application of S-series ILS specifications data model in civil aircraft customer service system

S系列ILS规范数据模型在民用飞机客户服务体系中的应用

School of Aeronautics, Northwestern Polytechnical University, Xi’an 710072, China

Received: 1 September 2020

Abstract

Civil aircraft customer service is the full support of the main manufacturer from the perspective of customer needs, aircraft performance, and the interests of related parties during the product life cycle. Its data model can coordinate business and data between stakeholders, and provide a framework for business information representation and operation for customer data integration. In order to enable civil aircraft customer service to improve customer satisfaction and meet the development needs of the civil aircraft industry, it is necessary to establish a complete customer service system and form a common customer service business data model. Firstly, the S-series of integrated logistic support(ILS) specifications and ISO 10303-239 PLCS are interpreted to explore the ILS business interface relevance between international specifications. Then, the tools used to establish the customer service business model and data interaction of civil aircraft are sorted out, and how to use them is explained. Finally, the system is constructed from the three levels of civil aircraft customer service requirements, indicators and activities, combined with model tools to build a civil aircraft customer service business data model based on the S-series ILS specifications. This paper provides guidance for realizing the data circulation of various business links of customer service, and provides a basis and method for ensuring the safe operation of aircraft, reducing user operating costs and promoting customer service levels.

摘要

民用飞机客户服务是主制造商着眼于产品全寿命周期内的客户需求、飞机性能以及相关方利益等角度对客户的全方位支持，民用飞机客户服务数据模型统筹全寿命周期内的数据管理，使得利益攸关方之间的业务与数据相协同，为客户的数据集成提供业务信息的表示和操作的框架。为了使民用飞机客户服务能够提升客户满意程度和满足民用飞机产业发展需求，有必要建立完整的客户服务体系以及形成通用的客户服务业务数据模型。对S系列综合后勤保障（integrated logistic support，ILS）规范和ISO 10303-239 PLCS进行解读，探究各国际规范间的ILS业务接口关联性。梳理建立民用飞机客户服务业务模型和数据交互所使用的工具，并对其使用方式进行说明。从民用飞机客户服务的需求、指标以及活动3个层次进行体系建设，结合模型工具搭建基于S系列ILS规范的民用飞机客户服务业务数据模型。为实现客户服务各业务环节的数据流通提供了指导，为保障飞机安全运行、降低用户运营成本和促进客户服务水平提升提供了依据和方法。