Scania annual report 2004

Continuous
improvements
in the workshop
To Tommy Warren, Andy Hamann and
Gary Power, continuous improvement
efforts are a natural element of their
service workshop jobs.
With their close and frequent customer
contacts, service technicians play a key
role in the Scania organisation. This is why
the task of recruiting, retaining and improving
their skills enjoys high priority.
Nine of Scania’s 8,000 service technicians
are employed at a workshop in
the village of Waterlip in Somerset, southwestern
England.
The workshop is among the most
successful in terms of employee development.
Scania’s core values – putting the
customer first, respect for the individual
and quality – guide its work.
The nine-strong team is continuously
honing its knowledge. If one member has
been on a training course, or has learned
something new through experience, they
gather afterward and go through it together.
“It has become second nature for us to
share new knowledge. Imagine if the only
person who can handle a task gets sick,”
says Andy Hamann, one of the service
technicians.
Continuous improvement efforts are
a much-appreciated element of the job
that stimulates and motivates employees,
boosting workshop quality without requiring
expensive investments.
“We have a great working environment.
But the most important thing is
that customers are satisfied, and there
are very few complaints,” says workshop
manager Gary Power.
15 EMPLOYEES • SCANIA ANNUAL REPORT 2004