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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.

This paper addresses a simulation modeling case study of a batching process. The batching process exists in a multi-server, multi-queue aircraft component manufacturing system where all parts and batches are serial numbered for traceability. Every lot of parts requires a unique set of serial numbers and the sequence of batches is required to follow the airplane master production schedule. The study goal was to identify and provide solutions to shorten arrival time differences among parts going to the same batch in a system of more than 100 shared processes. Queue lengths, resource utilization, bottlenecks, and various scenario comparisons were yielded from simulation modeling exercises.