Crucial conversations pave way for innovative product advancements

Over the course of its storied history, Textron Aviation and its heralded line of Cessna® products have introduced pilots, passengers and enthusiasts alike to the sky. The unique line of piston aircraft has become a fleet mainstay at flight schools and training centers leaving a lasting impact after a first flight and the many that follow. Despite the success and nostalgia that follow these aircraft, Textron Aviation, seeking a fresh perspective on its products engaged the pilots, owners and instructors that use them day in and day out.

Developing new ideas for a product that is a proven staple in any industry may be seen as a challenge to some. However, with innovation and development at the forefront for Textron Aviation, an opportunity to gain critical feedback would lead to valuable enhancements.

Selecting a Customer Advisory Board (CAB), each member bringing a unique perspective and experience, Textron Aviation found answers and solutions to everyday problems owners and operators were experiencing.

"The information we are getting is very important; to hear the voice of the customer and the CAB is a way for us to get that." Anthony McLaughlin, Textron Aviation

Dave Kuhn, Interior Development Manager at Textron Aviation, recalls the first meeting of the series, a phone call dedicated to familiarizing members with the task at hand, to shape and design enhancements for the piston product line. Working with the end goal in mind, ideas would then be put on paper to begin the creation process. In order to deliver new and improved aircraft, he had to understand what the needs were.

“We start with a scope list,” Kuhn explained, highlighting how the conversations begin. “Everything that comes in goes on that list and we have the engineers go in and look at those items. We go through that list and based on how many people have suggested something, the higher it ranks on that list.”

"We want to know if we hit the nail on the head or if there are other areas to improve." Dave Kuhn, Textron Aviation

Finding the perfect mix of wants and needs from CAB members, Textron Aviation engineers and designers put their effort into building a mockup to reflect potential developments before they are finalized. In all, the process can take roughly a year for a CAB to reach completion, valuable time spent to implement the right changes.

“The mockup is presented to the customers, showing some of the solutions to the comments or requests that they made,” noted Anthony McLaughlin, Textron Aviation Product Specialist. “The information we are getting is very important; to hear the voice of the customer and the CAB is a way for us to get that. There are so many customers with a lot of different opinions and ideas, this helps us narrow those down.”

“We want to know if we hit the nail on the head or if there are other areas to improve. We take that feedback as we start to engineer these changes into production,” added Kuhn.

The concept of rejuvenating any product is centered in collaboration and strong relationships. It is a task that requires honesty, understanding and action. Gregory John, President of Infinity Flight Group describes the CAB experience as a unique chance to make a difference. Participating in a CAB centered around the Cessna® Skyhawk® piston, his perspective was inspired by those who are newer to the skies.

“I wanted to take some really good feedback from our customers and students to be able to make the changes for them,” John noted. “I was excited to be a part of that because it was a chance to help make a great product even better.”

"It really is about the relationship. It tells me that Textron Aviation is in it for the long run, which is huge." Gregory John, President, Infinity Flight Group

Passionate about aviation and training tomorrow’s pilots, John’s flight school utilizes the Cessna® Skyhawk® aircraft, calling it a product that offers a strong first impression.

“You never forget the first airplane you flew and there is a lot of loyalty in that aspect. It has been great working with Textron Aviation and using the 172 piston to the extent that we do,” John shared when asked how the Cessna® Skyhawk® aircraft fits into his mission. “It is an airplane that has been around forever. People try to reinvent the wheel with new airplanes, but it is tried and true over a long time.”

John recalls the decision to join in the CAB process as an opportunity to develop the product his students use to improve their experience. He says working with other members provided him with a unique vantage point to what solutions they were seeking, some that he had identified as well and others he hadn’t previously considered. Pleased with the process from concept to completion, he credits Textron Aviation with taking essential steps toward innovation through strong relationships.

“It really is about the relationship. It tells me that Textron Aviation is in it for the long run, which is huge. We are building our business based on the product that Textron Aviation is offering, and I can confidently continue to build the business because I know I have a product I can stand behind,” he mentioned. “The fact that we can sit down and have these conversations and spend the time, effort and energy with engineers doing mockups, the proof is in the pudding. It is not just talk. You can see the follow through with Textron Aviation and that speaks to the commitment the company has to its customers.”

Noting the unique opportunity to work firsthand with Textron Aviation to enhance its products, John encourages others to be a part of a CAB if the opportunity is available. Thrilled to take delivery of the improved product, he hopes others will enjoy the features that were previously unthought of until this process.

Kuhn and McLaughlin echo John’s feelings of accomplishment. From a company standpoint, following this CAB experience and others they have been a part of, they state they’ve had a chance to learn more about products from the perspective of customers and instill trust that fuels key relationships.

“I would say one of our biggest goals in this process is inspiring confidence in the company to know that we are listening, and that we are doing something with what customers say,” Kuhn stated.