Scania annual report 2002

Service-related products
To the customers of today and tomorrow, the
quality of the service network is as important
as the quality of their vehicles. By updating,
customising and continuously expanding its
range of service-related products, Scania
helps its customers to achieve increasingly
cost-effective solutions. The customer relationship
develops into a mutual partnership.
Around the world, more than 500,000 Scania heavy
trucks and buses are on the roads today. These
vehicles can obtain service from 1,500 authorised
Scania workshops. Assuming the same growth rate in
sales and vehicle fleet as in recent decades, by the end
of this decade at least 800,000 Scania vehicles will
require service and maintenance.
The European Union’s modified block exemption for
the motor vehicle sector is intensifying the competition
for Scania’s service network. Today customers have an
even wider range of choices when they want service or
repairs performed. Scania is responding to competition
in the service market with an increased customer
focus, where quality and expertise are key concepts.
Scania assumes an overall responsibility for its
products in everything from technical specifications to
ensuring that the customer can always obtain parts
and service.
Quality
The customer pays to ensure that his vehicle will always
work all the time. An unplanned stoppage represents a
cost. Through high quality and availability in the service
network, Scania helps to limit these costs.
To make sure that all Scania customers will receive
the same high level of service and quality, Scania has
developed the Dealer Operating Standards (DOS) certification
programme. It is adapted to the specific needs
of Scania customers. DOS is based on a number of
factors concerning availability, sales and delivery,
access to parts as well as maintenance and repairs.
These factors are fundamentally about two things:
• The customer must feel secure and know that he or
she will receive expert technical assistance within
the promised time frame.
• The customer must always feel properly treated by
Scania, regardless of where he or she may be.
Expertise
There is a steadily growing need for training in the
service sector. The advanced technology built into
coming generations of vehicles will demand a high level
of employee skills. To ensure the right level of expertise
in Scania’s service network, further training of service
staff is a high priority. Instructors are trained regularly
at the company’s own training centres, for example
in Germany, Great Britain, Sweden, Brazil, Dubai
and South Korea. These instructors, in turn, train
mechanics at local centres.
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