Washington, DC, June 9, 2025 —
We recently kicked off a new Gear and Grit series focused on the Mission Support Business Model (MSBM), the framework for how we provide mission support to remain Semper Paratus. The first article provided an overarching introduction to the MSBM. Now, we’d like to share a real-life example of the model in action, so you can see how the MSBM principles are used by our workforce every day.
As a reminder: the MSBM is comprised of four interrelated cornerstones – Product and Service Line Management, Configuration Management, Bi-level Support, and Total Asset Visibility. Individually, these cornerstones and their principles drive accountability, effectiveness, and informed decision making, but the real synergy of the model happens when all four cornerstones are applied together.
In May 2024, 16 MH-65 helicopters were grounded due to scarcity of a critical tail rotor part that enables precise control over the helicopter’s rotational position, speed, and torque. The Aviation Logistics Center (ALC) in Elizabeth City, NC, serves as the technical authority (TA) depot-level product line manager for the MH-65 (PRODUCT AND SERVICE LINE MANAGEMENT). As the single point of responsibility for sustaining the MH-65, and fully accountable for the readiness of the MH-65 fleet, the product line team began investigating a solution.
The Coast Guard uses maintenance procedure cards (MPCs) to maintain aircraft. These cards provide uniform standards and service level expectations for every MH-65 so that when met, the Coast Guard can be sure they have a Fully Mission Capable (FMC) aircraft (CONFIGURATION MANAGEMENT). By configuring each aircraft similarly, the process to get parts, gain expertise, and build operational readiness becomes more efficient, and therefore easier and faster. During the product team’s investigation, they discovered the use of a visual measurement in one part of the assessment – a process that generated a wide range of results and sometimes led to the early removal of parts that still worked.
Working with field units, ALC confirmed that this ambiguous part of the calibration process left room for wide interpretation by maintenance personnel at the unit (BI-LEVEL SUPPORT). The team then used their logistics systems to mine historical data records and locate all parts that had been returned as unserviceable (TOTAL ASSET VISIBILITY). ALC coordinated with the manufacturer to evaluate the process and re-test all returned parts. As a result, twelve parts were sent to units as serviceable, and twelve of the sixteen grounded aircraft were returned to FMC status. The MPC was updated to increase accuracy of future measurements, saving the Coast Guard time and money as well as greatly increasing readiness with the return of twelve helicopters to the fleet.
ALC made a sweeping improvement to Coast Guard operational readiness by employing all four Mission Support Business Model cornerstones. How can you leverage the MSBM principles to help you and your team be more effective?
Stay tuned for the next installment in our series on the Mission Support Business Model. Want to learn more now? Visit the MSBM Collaboration site for more details and resources.