LEARNING TO KEEP UP
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Retailing, reprogramming and restocking. The three Rs have changed but the importance of mastering them remains as vital as ever for business success
If you thought your education had finished long ago—think again. Survival in the present commercial vehicle business means mastering new technology whether it is a computerised parts manual or ordering system, the latest accounts software or state-ofthe-art engine diagnostic equipment.
Customers are demanding such levels of service and knowledge, from both dealerships and independent specialists, that most companies are finding it essential to undertake staff training just to keep up. .
Computers are at the centre of much of what's going on and these in themselves can be daunting. But the days of turning a blind eye to such matters, hoping they might go away. are gone. They're here to stay.
Most vehicle manufacturers offer training schemes. For example, Mercedes-Benz runs about 30 technical courses plus a number of management training programmes, while Volvo Truck & Bus operates an apprenticeship scheme in conjunction with Coalville Technical College, Leicestershire, Some courses are confined to the dealerships while others boast dedicated training centres. Often the courses will range from technicians and sales staff to middle management and above.
Independent specialists are providing training opportunities as well. The whole industry is realising the need for an all-round improvement in standards.
Iveco Ford Truck's Dealer Training scheme is an good example of the progress being made. Last year it provided more than 6,700 delegate days of classroom or on-site training for dealership staff from sales, service and parts departments. Nearly 2,500 dealer delegates took advantage of these opportunities, a rise of 14% over the 1993 figure. The scheme also incorporates a distance learning programme for both sales and aftersales staff560 aftersales delegates and 56 sales teams took part in this last year.
Dealer training also offers an apprentice programme leading to a BTEC ONC and NVQ level three.
More than 70 courses are offered and the system is structured to provide a natural progression and training guidance. Opportunities also exist within the scheme for major independent operators. The training is linked to nationally recognised qualifications and many of the programmes are now accepted by some NVQ awarding bodies.
Iveco Ford Truck's dealer training manager John Mayo is convinced of the suitability of the entire scheme: "Quality and relevance of train. ing are the priorities that Dealer Training is working towards. Judged by the reactions of our customers, we genuinely appear to be achieving those targets."
The Government has decided that by the end of 1996 50% of all employees should be working towards NVQ Level 3. How realistic this turns out to be remains to be seen, but the important point is that, at last, attitudes are changing. The importance of continued and accountable quality improvement is being appreciated.