West Pennine Trucks, which has depots in Middleton, Trafford Park, Oswestry, Telford and Knighton, counts high-pro le hauliers, supermarkets, rental companies and pharmaceutical rms among its customers.
MD Steve Howard says: “The contest highlights the work done in the depot every day. It also gives a competitive edge to the organisation and develops the way we work in the workshop, which is always very productive. Excellent MoT rst-time pass rates and customer satisfaction are always top priorities for us.”
“It’s about daily outstanding service, not just in sales and servicing but also in areas like answering the phone and dealing with queries”
DotY points are awarded based on achieving service quality improvement targets. A total of 1,000 points are
In the family
awarded against six key standards: customer satisfaction index; Scania assistance service; dealer operating standards; MoT failure rate; quality control procedure; service scheduling. Feedback from a customer service index survey also contributes to a depot’s overall score.
“Our performance is particularly pleasing because it is so customer focused,” says Howard. “It’s about daily outstanding service, not just in sales and servicing but also in areas like answering the phone and dealing with queries. We pride ourselves on doing it well for the customer every time.”
Parts solution
West Pennine Trucks has recently set up a vehicle- related services all-makes truck and trailer parts operation at its Trafford Park site. It will offer product lines for a variety of vehicles, trailers, tail-lifts and bodies. These include braking, ltration, transmission, steering and suspension, lighting, rotating electrics, engine parts, exhausts, tools, panels, lubricants and a range of workshop consumables.
Aftersales director Richard Gilliland says: “Providing extensive coverage across the Greater Manchester area, Peak District, Staffordshire and
Shropshire areas we aim to deliver
an unrivalled off-the-shelf parts solution for all makes of trucks and trailers to transport operators and repairers, becoming their comprehensive commercial parts one-stop-shop factor.”
