The “Depot of the Year” competition is an integral element of Scanias drive for continuous improvement in providing quality Customer Service. Delivering to a consistently high standard in everything we do invariably leads to an enhanced customer experience and ultimately ensures greater levels of loyalty and customer satisfaction. The objective of the competition is to help achieve our collective aim of quality and consistency throughout the Scania Network rewarding the efforts of the highest achieving individual depots and staff.

The four quarterly competitions for 2009 were solely based upon the results achieved within that quarter and measured over eight separate targets. The annual competition was measured against the cumulative results of these eight targets plus an additional two quality related targets, all of which were closely monitored and audited by Scania Great Britain staff.

Each quarterly competition was measured against; Point of Sale Material, Service Sheet Quality, Invoice Quality, Time to Arrive at breakdowns, MOT Pass Rate, Campaign Completion Rates for truck and bus & coach and parts.

To ensure that the competition is assessed in a fair and consistent way the rules are applied impartially and are not varied on a parochial basis. A Depot report is produced every month and communicated to all the Depot Managers to promote awareness of progress being made. This report is displayed prominently upon the Customer Service Improvement Programme Notice Board in each depot for all staff to see. To award quarterly winners, a summary report was created indicating total points gained against points available.

The final assessment on full year performance has been conducted and the winning depot is Preston Scania who are part of the Haydock Commercials group. Managing Director Simon Dykes is delighted and very proud of his team at Preston who have strived to improve their quality systems and customer service skills.