Bruckner's News

March/April 2017

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7 B R U C K N E R M A G A Z I N E • M A R C H / A P R I L 2 0 1 7 Feature Story UPTIME CERTIFICATION VOLVO / MACK UPTIME CENTER 101 Time For A New Era: The End Of First-Come, First-Served e Volvo Group pro-actively sought to understand customer needs and found most customers faced with the challenges of technician shortages and higher than ever repair demands. ey discovered that most trucks downtime averaged four days, although the average time for the actual repair was only 3.5 hours. Under the traditional first-come, first-served method of prioritizing repair work, a typical routine one-hour repair would be sitting stuck behind lengthy repair jobs. Working with dealers who already were implementing programs to change this, Volvo developed the Certified Uptime Center program for Mack and Volvo dealers that rolled out in early 2016. By implementing standardized workflows and service processes including redesigned service bays, dealers provide faster, more efficient repair service for customers. "We are hearing very positive feedback from the network and our customers," according to Eric Kananen, Dealer Uptime Development Manager. "Customers are learning more about their vehicle's status and condition earlier in their visit. It may not always be good news, but delaying bad news only makes it worse. My favorite comment was from an owner-operator who had experienced the Uptime process twice and had felt like he had gotten preferential treatment, like a "big fleet" (his words). e reality was that he did not receive special treatment. He received the level of service the Uptime process provides, nothing more or less. It has been amazing and very rewarding to see the network transform," said Kananen. Uptime Center Purpose Meet Customer Needs. e Certified Uptime Center process ensures that the Volvo and Mack Dealer Network operate at optimum levels. e objective of the Certified Uptime Center is to drive efficiencies throughout the dealer network. What is a Volvo and Mack Certified Uptime Center? A Volvo and Mack Certified Uptime Center is a Volvo and Mack Dealer that has agreed to, adopted, implemented and is sustaining a defined set of standards and requirements that leverage people, processes, and technology. Upon successful implementation of these standards and requirements, the Dealer operates in a way that strengthens and continuously improves efficiencies that lead to higher customer satisfaction and optimized throughput. What are the Benefits? • Improves customer uptime, communication and satisfaction. • Enables consistent service experience, and more timely business decisions for the customer. Certification Process e Dealer must meet or exceed and maintain criteria in 28 requirements in order to obtain certification. ese requirements are based on eight key set standards. ey range from consistent use of proven diagnostic tools to workshop organization, in addition to the designated uptime bays and updated workflows. Certified Uptime Centers are based on four main categories: • Clean and organized Service Centers. Tools maintained in specific areas driving efficiency for the technician. • Fast and efficient check-in process and procedures. • Communication with the customer so they can make business decisions about their load and their driver. • Workflow changes, including breaking up the shop into uptime bays and advanced repair bays. e certification takes about eight weeks to complete and includes a final assessment by the Volvo Trucks dealer support team. "Technicians are co-owners of the process. ey are on- board 110% once they understand the concept, and oen drive the continuous improvement aspect of Certified Uptime Center. e Clean & Organize standard has also had a positive impact on technicians. e change it represents is sometimes hard to embrace at first. But the final outcome – a clean and organized shop – is always a better place to work. You can see their sense of pride in the shop grow," shares Kananen.

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