Cummins' Nationwide Service Scheme
Page 42
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BY R.D. CATER
I N the very near future. a new set of initials will be in the minds of fleet operators and engineers when thinking how they may judge the qualities of service organizations, 1 refer to CDS and 5, which stands for Cummins Diesel Sales and Service Ltd., Hunsbury Works.
Northampton. .
A wholly separate organization from the Cummins Engine Co. Ltd., CDS and S Ltd. becomes responsible for every engine from the moment it is delivered to the buyer. From that time on it becomes the subject of a warranty scheme. which. unlike most. covers the cost of labour and stands for one year. 100,000 miles or 3.600 hours of operation, whichever comes first.
Within the first 2.000 miles of operation cos and S Ltd. carry out, at the operator's premises, an extremely thorough installation and service check on the engine. This ensures that there are nd minor defects in the unit or in the method of its installation. The inspection, too, allows the operator's fitters to be familiarized with the particular unit and which is more importantto iron out any of the teething troubles that may be evident at that time.
The inspection covers the checking of 52 items and adjusting or servicing them as required. In addition, the service engineer mast instruct the persons concerned in the correct methods of fitting filters and so on. and in the correct driving techniques to be adopted. At this stage he. must stamp arid attach to the vehicle a plate showing the date on which the installation received its initial inspection. Until this is done the warranty, is in jeopardy. CDS and S makes it quite clear that this inspection, which takes about 5i hours, must be carried out within the specified mileage in order to ensure full warranty coverage.
Although working closely with the Cummins company. CDS and S does not have to answer to it. Thus it is ideally placed for dealing with warranty claims in that it can carry out an unbiased fight on behalf of the operator in the event of a failure, because of either faulty material or workmanship. If a case of this type does arise, the first consideration of the organization is to get the customer's vehicle back on the road. This done, the claim is then originated, no invoice being sent to the operator until it is finalized.
Under the direct control of Mr. L. A. Shaw. service manager for CDS and S. the organization provides a 24-hour; all-year-round power unit service arrangement which allows for an engineer complete with any necessary parts to contact a broken-down vehicle within four hours. no matter where it may be. or what time of the day or night it is. The one current exception to this is the area in the extreme west of England. As the company proceeds with its arrangements to appoint main agents throughout the UK. the time involved in servicing obviously will be reduced. The system allows for the complete training of engineers and fitters belonging to companies holding the franchise, so only a fully 'qualified man will arrive on a job.
A fleet of service vans carry at all times sufficient Spares to 'deal with any medium breakdowns. More serious failures which take time for stripping down, such as bearings or liners and cylinder headi, leave ample time for spare parts to be dispatched to where they are required. If necessary, the company's service engineers will change cylinder liners on, the side 'of the road. Some readers may think this exaggerated, but it must be remembered that these men have been trained in the ways of that very demanding industry. Civil engineering, and that they take a job like this in their stride. Of course, much of the engineering work required by the haulage industry can be classified as urgent. Roadside breakdowns, however infrequent" they may be, represent lost earnings.
Having already Sunk more than £10m. into the engine building and servicing organizations located in the UK,. Cummins say they are here to stay. By the standards of the present rate of increase in business, the company expects there will be 50,000 Cummins engines on British roads by 1970. To cater for the service requirements of the haulage industry a training school for fitters and engineers is to be opened at the Darlington factory. In addition, facilities are available for training at the Northampton works and will, at a later date, also be available at the premises of main distributors. These last arrangements are particularly suitable for the small operator who cannot afford either to be away from his business himself for more than a couple of days, or to spare his fitter for a longer period.
Already there are eight service centres in the UK-at Northampton, London, Cardiff, Tynemouth, Cumbernauld, Barnsley. Haydock (Lanes.), and Belfast. And as the company has no form of income other than service, it is in its own interests that this is of the highest order. Spare parts and service parts, together with exchange engines and other units held in the Northampton depot, represent a value of E-4nn. and as the responsibility for the Vee engines—not yet in production in very large numbers—gels under way, this figure will increase considerably.
Vertical in-line engines are being produced at Shotts at the rate of 15 per day and the aim of the factory at Darlington is to produce VAL and VALE models at the rate of 125 units per day. When the company is in full production it expects to provide vehicle manufacturers with an unprecedented family of engines ranging in power from 130-b.h.p. to 400 b.h.p.