Maintaining a good relationship The right maintenance service provider is
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vital to any operator. CM discovers how several hauliers choose theirs Words: Ashleigh Wight In view of the numerous pieces of legislation hauliers have to abide by in regard to keeping their fleet well-maintained, choosing a service provider they can trust is vital. If a maintenance provider is unable to deliver the service expected, it can often result in lost business, as vehicles are taken off the road for longer than anticipated. Not only is this disruptive, it could potentially affect an operator's promise to its customers.
When it comes to choosing a maintenance provider, there are a number of ways an operator can check whether a firm has a reputation for providing a good service. Richard Newbold, MD at Tilbury-based Triple A Transport, says his company looks for ISO-accredited firms to carry out vehicle servicing, which are certified to show a commitment to maintaining a high quality of service through regular audits.
Suckling Transport also chooses firms based on their ISO standards and has recently introduced an annual award for the company that has consistently provided the best service throughout the year.
Keeping to a high standard Newbold says: "We need to make sure we have a high standard of maintenance from our suppliers and that they use genuine parts on our fleet, therefore we make sure that they have ISO standard accreditation prior to employing their services."
CV parts supplier and used truck dealer Britcom, which operates a service centre for vehicles it has sold, operates an ISO-accredited quality check across its vehicle maintenance workshops. The firm examines its paper trail twice a year to ensure it is maintaining the same quality of service across the business. Its work is also reviewed by an independent auditor every three years and it is given a period of time to rectify any non-conformities or inconsistencies.
Marketing manager Rachel Reed tells CM: "We operate ISO across the business and that applies the second the vehicle arrives on site until it leaves. It is important that the engineers are trained across all levels and do the same job [whatever the vehicle manufacturer]."
But it is not just the service provided by external maintenance firms that needs to remain high Some operators carry out maintenance of their own fleet in-house, which not only saves money in the long run if they are running a large fleet but also allows hauliers to monitor the standard of maintenance more closely.
Pembrokeshire-based GD Harries & Son is a familyrun haulier that has recently brought its vehicle maintenance in-house and is due to open an authorised testing facility (ATF) next month. Its five-bay workshop employs 15 engineers and allows it to service its own fleet of 48 vehicles, as well as offer maintenance to other operators. Although it does not use internal or external auditors to monitor quality, business manager Janet Phillips says it has a Daf service warranty through which its maintenance is monitored.
Forming a good relationship with external service providers is also beneficial to both parties, so any problems are rectified quickly and effectively. Tyrone Lanaway, engineering manager at chilled distribution firm Langdons, tells CM he regularly discusses the relationship the firm has with its service providers, visiting each one along with transport managers from its eight regional depots.
He says: "I would like to think that any of our service providers know they can come directly to me if there is an issue that requires discussion. With my roots from the shop floor, I tend to have a more sympathetic ear for the service provider."
With a fleet of more than 100 vehicles, Langdons uses a number of vehicle maintenance firms across its network. In most cases Lanaway says its individual depots have the freedom to choose providers, as many have a preference based on locality to the site or the service they provide.
Feedback is essential Regular feedback is also important in maintaining standards, especially when the operator is dissatisfied with the service received. For many hauliers, feedback doesn't only occur on an ad hoc basis, as some undertake regular reviews of external providers' performance. Triple A Transport undertakes twice-yearly reviews, as well as an in-house inspection once any work has been done to its vehicles, while Langdons conducts an annual depot compliance audit to highlight problems with its own procedures or issues with the service provider.
Newbold tells CM: "Once a vehicle or trailer has been serviced, an MoT has been carried out, or it has had any work done to it, this work is subjected to an inspection by our in-house commercial fitter, who will verify that work has been carried out to our high standards."
Lanaway agrees that regular feedback is essential: "Each of our sites has the Vosa vehicle maintenance provider assessment and our sites are [currently] in the middle of completing these."
Not only does a good relationship help ensure a quality service is maintained, it can also be beneficial when there are issues with the work that has been carried out. As Newbold tells CM, if the maintenance provider has a positive attitude towards the haulier it is working for, it is likely to be more inclined to solve any issues, especially when vehicles are kept off the road: "We were recently dissatisfied with the length of time it took one of our providers to carry out some work on one of our leased units, and they took it upon themselves to provide us with a hire vehicle at their cost. We expect this type of attitude from our providers if they want to keep our business." • AWARD WINNERS SucklingTransport introduced its Service Provider of the Year award in 2011 and has since awarded the title to two MAN dealerships. The winning firm is chosen out of its 12 maintenance providers around the country, based on MoT pass rates, audit scores and Suckling's quality management ISO standard. Fleet engineer Daniel Bauckham says the award was introduced to show appreciation for the work done, as well as to provide an extra incentive to raise standards.
MAN Bellshill, near Glasgow, won last year's award, but Pembrokeshire-based WG Davies was awarded a runners-up prize as the operator was also impressed with its standard of service.
Bauckham says: "It has been very well received, as it has been a challenge [for providers] to keep hold of business."