Hoyer reports service improvements following MAN award scheme 07 December 2011

The petroleum haulage operations of Hoyer Group is reporting steady improvement in safety performance, legal conformity, customer service and operating costs, since establishing its awards programme with MAN's service workshops.

The firm cites dropped loads reducing in just two years by more than 65%, MOT first time pass standards now set at 97% over the whole fleet, and independent quality checks up to 17.5% against a previous target of 10%.

Hoyer senior fleet engineer Peter Ellison, who runs the scheme, explains that it monitors and rewards service performance. "We developed a system that gives us extremely detailed tracking of a number of KPIs [key performance indicators]," he expolains.

Those cover fleet safety incidents, fleet availability, MOT first time pass rates (PRS counts as a fail), O licence prohibition notices, quality checks, general service levels and loads undelivered ('dropped loads') due to mechanical problems.

"Of these, safety, prohibitions and dropped loads are perhaps the most keenly monitored, though the other four are all viewed as highly important to our overall fleet performance," states Ellison.

The scheme has just completed its second year and the results to date are impressive, he adds. In every area, Hoyer's target of continuous improvement is being met, with this year's winning dealer hitting 96.5% in first time MOT passes (tractors and trailers), 95.6% fleet availability, 0.28% dropped loads, 50% independent checking of individual jobs quality and zero safety related incidents.

"Considering this dealer, DSV Commercials in Immingham, handles almost 90 pieces of our specialist equipment, this is a tremendous achievement," comments Ellison.

Prior to the scheme, Ellison and the Hoyer team worked with MAN and agreed the general outline.

"Though we drove the agenda," he recalls, "it was very much a collaborative approach, and together we set up the structure of the scheme, its KPIs, the processes required and the monitoring methodology."

The Awards covered four main areas this year, though Ellison is planning a number of additions and changes for the 2011/2012 Awards.

"This year we made presentations of trophies with added rewards for the top performing dealer of the year, for outstanding individual performance and for the technician of the year," explains Ellison.

"On top of this, we rewarded every dealer on the basis of performance in minimising our dropped load numbers – with the understanding that these rewards would be shared with the service and parts teams."

Brian Tinham

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