Helping Textron Aviation Elevate Customer Service
Greensboro’s private aviation industry continues to grow. As that growth continues, Textron Aviation wants its customer service to stand out. To support that goal, the company partnered with MBA students from UNC Greensboro’s Bryan School of Business and Economics. Together, they identified new ways to strengthen the customer experience through research and consulting.
Textron Aviation, based in Wichita, Kansas, designs, builds and services business jets, turboprops, light and high-performance piston aircraft, military trainers and defense aircraft. Its portfolio includes the Beechcraft, Cessna, Hawker and Pipistrel brands. In addition, the company operates 11 service centers across the United States and nine more internationally. Because the Greensboro Service Center maintains high-value aircraft, the team places a premium on exceptional service.
“Our team is focused on delivering the best possible experience for our customers across every interaction,” says Jeff Dowden, general manager of the Greensboro Service Center. “Collaborating with the Bryan School students brought valuable outside perspective and reinforced areas where we can continue to refine how we serve our customers.”
Turning Research into Recommendations
As part of the Bryan School’s MBA Capstone program, four students analyzed the Greensboro Service Center’s operations. They then developed recommendations to improve service consistency, communication and customer comfort.
“Our goal was to help Textron Aviation focus its resources on what matters most to the company and its customers,” says Stephen Angell, MBA candidate. He completed the project alongside Casey Rhodes, Ashley Rodriguez and Kendall Vick.
During the semester, the team interviewed customers, shadowed employees and analyzed four years of customer survey data. They also conducted market research and benchmarking studies. As a result, they delivered recommendations grounded in both customer feedback and industry best practices.
From the Classroom to the Workplace
Ken Gilgeours, technical service manager at Textron Aviation, understands the value of Capstone projects firsthand. In fact, he earned his Bryan MBA last year and completed a Capstone project before launching his career with the company.
“Working on the Capstone project really helped me build my confidence,” says Gilgeours. “The opportunities that the Bryan School offers are extremely impactful for both students and our business community.”
Ultimately, projects like this one benefit everyone involved. Students gain hands-on consulting experience, while companies receive fresh perspectives backed by research and analysis.
