www.interfacing.com Bombardier Aerospace, Program & Customer Support Case Study: Bombardier Aerospace, Program & Customer Support Bombardier Aerospace has been experiencing and continues to anticipate a sharp increase in sales, leading to a significant increase in the workload of its Customer Support organization. At the same time, management is actively seeking business opportunities to expand the range of value-added services delivered to the clientele. This business reality predicates the necessity for increased throughput with minimal increase in resources. To meet this challenge, Customer Support has introduced change initiatives to improve customer satisfaction, deliver defect- free products and services, introduce new products and services, hire and retain key compet

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