Dealing out the
Page 112
Page 113
If you've noticed an error in this article please click here to report it so we can fix it.
Knowledge
You know the scene: "We haven't got that part, it's a new model..." or "Sid's the only one that's done a course on that—and he's away for a fortnight!" Small wonder operators are wary of being the first with a new model.
So what have Volvo dealers done to stop that happening with FM?
Duffields of East Anglia has a bigger task than most. Its 10 wholly owned service locations sit in a sales territory that stretches from Great Yarmouth on the North Sea coast, to Enfield on the Northern tip of London.
Implementing the backup for FM has been rather like preparing for a major battle, as managing director Tony Sadler explains: "It started back in December 1997 with us planning the training programme, which began in March 1998 when we were drip-fed how the technology was moving forward."
That rolling programme kicked off with a general product overview, before getting down to the nitty gritty of the new 070 and 0120 engines. Then came the FM's electrics, dash displays and electronic communication system, followed by the transmission and suspension, before progressing to the new cab itself. Last but not least was VCADS Pro—the laptop computer-based system that makes fault finding on FM a push button exercise.
With such a large network it's been quite a task getting Duffield's fitters genned up and tooled up for the FM. "So far we've trained 170 people on it," says Sadler. "Our initial objective was by the launch to have two fully trained FM technicians on evory shift. We've three shifts a day at most depots within the group, so that's why we had to have two per shift! It was the target for Volvo across the entire network—and we met it."
Duffields' fitters have also had to get to grips with VCADS Pro. "We've made a major investment in it—it asts 26,500 per unit and wave put them in 11 locations," Sadler reports.
So what's so special about a laptop? The answer says Sadler, is speed: "Years ago it was trial and error— you had experience arid you went to the problem. Now you plug in VCADS Pro and pt the fastest route to the r3pair. Our workshops handle some 64,000 repair orders in a year and the average time for each job is 3.6 hrs. Our investment is aimed at turning vehicles round more quickly by competence and technology."
Group sales director Stephen Blackmore reckons that the FM's driver diagnostic display will also help roadside problem-solving: "With the driver information system we can work with the operator remotely and advise him on a cure."
But what about the "no part nightmare"? According to Sadler the FM parts trail has already been blazed by its big brother, the FH. "FM has enormous parts commonality with FH, so FM parts are literally already in stock," he explains. "You have to ask, 'What's so different from FM to [HP—as far as we can see it's just clutches, tail-lamps indicators—Ws really that small."
In reality, maintaining the FM is arguably the easiest part of the job. For Duffields, the real challenge is meeting the changing needs of the operator. "They have to maximise payload potential," says Sadler. "Where we once talked about downtime it's now uptime."
And as operators work their trucks like never before, the time window where they're actually available for servicing is becoming ever tighter. "It's got to be done when the truck is not in use, and that's normally overnight or at the weekend," says Sadler. "And we don't charge extra for it."
Thanks to the ubiquitous mobile phone Duffields frequently makes direct contact with a driver in order to ascertain the servicing and safety inspection requirements of his truck before planning the service around the operational demands of the vehicle.
"You have to create that flexibility," Sadler explains. "We're operating at our peak, especially through Friday. Saturday and Sunday. We have people working hours that match the work that's available to do. If the operator is using it you can't service it!"
Today's road hauliers also want more help with planning their maintenance costs. That means offering set rates, allowing them to pre-determine their own costs. And given the precarious nature of today's industry, many are becoming increasingly reluctant to sign long-term deals.
"More and more operators want shorter terms," Blackmore reports. "Their customers are negotiating shorter contracts with them: where it was once five years it's now three, and customers are looking for any little breach in the contract if you can't perform. So more operators want vehicle use, rather than long-term ownership."
Faced with all those challenges Sadler's response is refreshingly unequivocal: "We have to be obsessed with improving the profitability of our customers, and having a relationship that almost allows them to have a truck working seven days a week, 365 days a year."
Not a bad way to support FM at that.