Gulfstream Introduces New Customer Service Initiatives At Its 2000 Operators Workshop

Gulfstream Introduces New Customer Service Initiatives At Its 2000 Operators Workshop
34th Annual Workshop Attracts Gulfstream Operators and Maintenance Personnel to New Savannah International Trade & Convention Center

Savannah, GA, June 15, 2000 -- Gulfstream Aerospace Corporation, a wholly owned subsidiary of General Dynamics (NYSE: GD),introduced new customer service initiatives at its 34th annual operator workshop June 5 - 8. These initiatives, designed to improve and enhance the company's interaction with customers, were presented to the worldwide operators of Gulfstream's business jets by Bill Boisture, Gulfstream president and chief operating officer.

"Gulfstream is taking customer service to an even higher level of excellence," Boisture said. "Our new initiatives will raise the industry standard for customer relations and further differentiate Gulfstream from the rest of the industry."

"As the industry leader, we take great pride not only in our products, but in every facet of our operations, "said Boisture. "Our new focus moves customers to the center of our business. And our customers are already noticing the more open lines of communication and greater access to information."

The customer program managers typify the company's new customer initiatives.

"We want to make communications as easy as possible for our customers," said Bryan Moss, Gulfstream vice chairman and the company's customer advisory board chairman. "The managers become the single point of contact for each new aircraft from purchase through to a zero squawk entry-into-service. It is a 24-hour-a-day personal service designed to satisfy the customer's expectations. Every aspect of their contact with Gulfstream, be it verbal, electronic or the coordination of personal visits, flows through the customer program managers."

Gulfstream is taking personal service a further step by establishing a worldwide concierge service. One call will provide a customer with worldwide reservations for transportation, accommodations, sporting events, leisure and recreational activities.

Gulfstream also announced the development of a customer value model that highlights critical factors that determine their priorities and preferences. The metrics derived from this model rank customer priorities and provide the company with a roadmap for improvement.

"The customer value model will become one of our most important tools to elevate Gulfstream's performance in the eyes of our customers,"said Larry Flynn, Gulfstream's senior vice president of aircraft services.

To further enhance the flow of information to and from customers, Gulfstream has launched e.Gulfstream and is designing customized Web sites for each customer. Customers will receive unprecedented real-time information about their aircraft including digital images during the build and completion process. With these electronic initiatives, Gulfstream's objectives are both customer and prospect focused.

"e.Gulfstream will improve the flow of information to people considering a Gulfstream and those who already own one,"said Boisture. "It will expand our ability to build, manage and maintain customer relationships and consolidate data specifically for each customer. e.Gulfstream defines our move toward becoming an e.Business."

The customer initiatives were announced at the four-day workshop, held for the first time in the new Savannah International Trade & Convention Center. The workshop featured operational reviews, pilot sessions, company and service overviews, in-depth technical briefings and concluded with a daylong open forum. Gulfstream sponsored the workshop with 38 of its revenue-share partners, suppliers and service providers.

The workshop presentations outlined Gulfstream's excellent performance in 1999 and expectations to continue the trend in 2000.

"Gulfstream completed and delivered a record 75 aircraft from its five completion centers last year,"said Boisture. "Gulfstream maintenance centers managed 2,500 service visits, including 1,500 Gulfstreams and 1,000 Hawkers, Falcons and Challengers. We rolled out the 100th GV and 400th GIV and invested over $12.5 million in research and development for our Enhanced Vision System and future versions of the GIV-SP and GV. It was a strong year."

"For 2000, Gulfstream is seeing similar demand and will build in excess of 66 aircraft and complete more than 70,"Boisture said. "At the same time, new initiatives will have our people, hanger and shop resources moving from the completions process to enhance our aircraft service work and grow our refurbishment business. Gulfstream is focused on reducing costs, and improving quality, safety, training and productivity,"he said.

Workshop technical sessions were divided by aircraft type: Gulfstream II and III, Gulfstream IV and IV-SP and Gulfstream V. The sessions reviewed technical issues, service bulletins, and program updates relevant to the particular aircraft models. The customer pilot group had separate sessions devoted to operations, safety, avionics and technical developments.

The success of Gulfstream's current aircraft line has never been stronger. With 83 Gulfstream V's in customer service and a 110 aircraft, $3.5 billion backlog for the GV and GIV-SP including options, Gulfstream aircraft continue to be the world's best-selling large-cabin, long- and ultra-long-range business aircraft.

The Gulfstream V is the world's first ultra-long range, large-cabin business jet and is capable of flying 6,500 nautical miles at speeds up to Mach .885 and cruise at altitudes up to 51,000 feet. Powered by two Rolls-Royce BR710 turbofan engines, the Gulfstream V is the only ultra-long range aircraft that allows passengers to enjoy a maximum cabin altitude of 6,000 feet and a 100-percent fresh air ventilation system. The Gulfstream V has set a total of 65 official world and national records for distance and speed. The 83 GV aircraft in service worldwide have already achieved a notable 49,000 flight hours and are matching the GIV's impressive dispatch reliability rate of 99.5 percent. The GIV/GIV-SP fleet has accumulated more than 1.2 million hours of flight time and holds 74 world and national flight records.


Gulfstream Aerospace Corporation is the leading designer, developer, manufacturer and marketer of the world's most technologically advanced intercontinental business jet aircraft. The company has produced approximately 1,160 aircraft for customers around the world since 1958. To meet the aviation needs of its customers, Gulfstream offers a full range of aircraft products and services, including the Gulfstream IV-SP®, the ultra-long range Gulfstream V®, Gulfstream Shares®, Gulfstream Financial Services, Gulfstream LeaseSM, Gulfstream Pre-Owned Aircraft Salesä, Gulfstream Charter Services®, Gulfstream Management ServicesSM and Gulfstream ServiceCare®. The company employs more than 8,200 people at eight locations. Our website at contains photos of Gulfstream aircraft and related information.

General Dynamics, which is headquartered in Falls Church, Va., has leading market positions in shipbuilding and marine systems, land and amphibious combat systems, information systems, and business aviation. The corporation employs approximately 43,000 people worldwide and has annualized sales of approximately $10 billion. More information about the company can be found at

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