Maintaining Service Quality First Vehicle Services

At First Vehicle Services we use a number of performance measures to assess the overall quality of service.

• Availability of fleet - target 95%
• Preventative maintenance completed on time - target 99%
• Preventative maintenance completed as scheduled - target 90%
• Percentage of vehicles requiring rework - target less than 2%
• Percentage of vehicles requiring a road call - target less than 4%

We continue to exceed our targets in all performance areas apart from preventative maintenance. To achieve this goal we must work closely with our customers to ensure they make vehicles available when preventative maintenance is due. We have increased our target this year to 99% and are confident that positive partnership with our customers will achieve our goal in the near future.

We are completely committed to improving the quality of our services.

• Four of our locations including our corporate office now have ISO9001:2000 certification and we will continue to build on this by including further locations.
• We subscribe to the Lean Sigma Six programme and currently hold certification at all but 11 service centres.They are all working to achieve certification in the coming year.
• We continue to invest in training our technicians. Over 69% of our eligible workforce now hold Automotive Service Excellence (ASE) certification, the highest of any service provider in the United States.Sixty-four per cent of our service centres now hold Blue Seal certification an increase of 4% on last year. Certification indicates that at least 75% of the technicians at a location are ASE qualified, with at least one technician qualified in each area of service offered.
• Our new web-based software maintenance reporting system improves access to contract performance reports.

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