Throughout the good times of 2007, OEMs began an unprecedented focus on customer support in an effort to ease access to parts and repairs. If you didn't have a round-the-clock call center open every day of the year, you simply weren't competitive. Companies also added mobile "go" teams, equipped with everything from specialized trucks to jets, to address AOG issues as the industry embraced the notion that people who spend millions on an aircraft expect it to fly when asked. Internally, OEMs ...

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