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AWARDS
Page 49
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To maintain standards across the network, Scania uses key performa indicators to monitor its dealers. The manufacturer's in-house Dealer of the Year programme assesses everything from workshop service levelE to a branch's speed of response to requests from Scania Assistance to attend roadside incidents.
This is combined with direct customer feedback, which covers every from staff attitude to availability of parts. The highest performing individ branch in 2009 was Haydock Commercials in Preston, and, at dealer 1€ Haydock Commercials achieved the highest aggregate score across a of its locations.
This success is a direct consequence of the 165-strong workforce, sc Simon Dykes, who has been the chairman of the Scania Dealer Associi for the past five years.
"We work our staff hard and try to make them feel looked after. The important thing is to have a happy workforce; they are key to our succe he says, praising the efforts of Preston depot manager Mick Skilbeck ai his team.
-Minimum downtime. maximum uptime is our key. All our managemei teams are experienced and have had only one managerial change in a years. They understand what is expected and they deliver. They know ■, is expected of them and they get incredible backing," he says.