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John Davidson
• Service with a smile is an accurate but inadequate way of describing what 41-yearold John Davidson does for a living. This Scottish ex-chemical engineer (with firstclass honours degrees in that subject at both Glasgow and Strathclyde) has recently been appointed service manager of British Leyland's truck and bus division, with a load of marque methods to rationalize without treading on too many toes. Gang warily is a Scottish phrase that fits the bill, and face to face John turns out to be a determined but sympathetic personality who understands the need for "selling" his changes just as clearly as he appreciates customer problems. He knows perhaps more precisely than most just what it means, for example, for a small haulier to have his only vehicle off the road.
John Davidson defines his job in two words —customer satisfaction—and although he doesn't believe in reorganization for its own sake there are some big changes coming along. Already Leyland Redline guarantee claims are being put through a rapid computerized analysis which pinpoints items causing complaint, and this is just being extended to Albion and Leyland claims too. He foresees no major changes in service or repair techniques, and thinks that the spread of unit replacement systems will be slower than some have forecast, but he is at present considering a package deal under which operators would be offered, say, a complete new engine, a recon engine or a "short" engine (block and crankcase but no accessories) according to their own workshop facilities.
Although there will always be variations to allow for specialized products. Mr Davidson's brief is to create a single divisional service structure—he is responsible for trucks, buses and power units at home and abroad. Already. the "support functions" such as warranty terms and claims forms are being rationalized —there are big savings to be made here.
This cheerful man from Motherwell enjoys a challenge. His first was at Colvilles, who he joined in 1947. and he stayed in iron and steel until joining Cummins Engines at Shotts as a metallurgist 10 years later, aiming to broaden his scope. He went to BMC Bathgate as chief metallurgist in 1961, and from there has been through quality control and technical service posts on his way to the latest appointment—which has meant a family move from Edinburgh to Lytham St Anne's.
John Davidson was for years a keen amateur footballer and today is as enthusiastic about cricket as he is disparaging about golf. He has strong feelings about domestic activities, too: he loathes gardening, but is a dedicated do-it-yourselfer. And for the boss of a gigantic keeping-them-running department, that can't be bad. B.C.