Thursday, April 26, 2018

Volvo, Mack uptime center training programs win gold award


Thursday, November 10, 2016
by THE TRUCKER NEWS SERVICES

Mack Certified Uptime Centers were introduced in late 2015 as a new way of thinking when it comes to servicing customer vehicles. (Courtesy: MACK TRUCKS)
Mack Certified Uptime Centers were introduced in late 2015 as a new way of thinking when it comes to servicing customer vehicles. (Courtesy: MACK TRUCKS)

GREENSBORO, N.C. — The Volvo and Mack Certified Uptime Center training programs recently won a Brandon Hall Group gold award in the Best Learning Program Supporting a Change Transformation Business Strategy category which recognizes how learning programs are developed and applied in support of major organizational changes, in this case how the training programs were developed and implemented to support the roll out of the Volvo and Mack Certified Uptime Centers.

Volvo and Mack were judged on five criteria: the fit to the needs of the business, design of the program, functionality, innovation and measurable benefits.

The Brandon Hall Group is a Human Capital Management research and advisory services firm that provides insights around key performance areas, including learning and development, talent management, leadership development, talent acquisition and workforce management.

“We are very pleased that Volvo’s Certified Uptime Center training program was recognized by the prestigious Brandon Hall Group,” said Jeff Lester, senior vice president of sales for Volvo Trucks North America. “The award signifies that we are thoughtfully and carefully rolling out Volvo Certified Uptime Centers by providing quality training resources to ensure dealers are prepared and ready to offer customers superior service and better address their needs for quick repairs.” 

“Mack is honored that the Brandon Hall Group selected our Certified Uptime Centers training program as a gold award winner,” said Jonathan Randall, Mack Trucks North American senior vice president of sales. “This award is validation that we are providing quality training, enabling our dealership staff and technicians to more quickly and efficiently serve our customers, making a significant improvement in uptime.” 

Volvo Trucks launched its Certified Uptime Center process earlier this year as part of its ongoing commitment to maximizing customer uptime. Dealer locations receive the certification after adopting a standardized process designed to facilitate quicker repairs and offer more transparency to the customer.

To date, Volvo Certified Uptime Centers have demonstrated an 8 percent improvement in service efficiency, along with a 2.5-day reduction in dwell time, which is the overall time a customer’s vehicle spends at the dealership minus the time required to perform the repair. Volvo Trucks currently has 57 Certified Uptime Centers across the U.S. and Canada.

Mack Certified Uptime Centers were introduced in late 2015 as a new way of thinking when it comes to servicing customer vehicles. By implementing standardized workflows and service processes – including redesigned service bays – Mack is providing faster, more efficient service for customers, Randall said. There are currently 67 Mack Certified Uptime Centers across North America.

The award entries were evaluated by a panel of veteran, independent senior industry experts, Brandon Hall Group analysts and executives. Excellence Award winners will be honored at Brandon Hall Group’s HCM Excellence Conference January 24-27, 2017, at the PGA National Resort in Palm Beach Gardens, Florida.

Volvo Trucks and Mack Trucks are part of the Volvo Group, which employs about 100,000 people, has production facilities in 19 countries and sells its products in more than 190 markets.

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