D'IETEREN AUTO AVIS EUROPE BELRON

42 BELROND’IETEREN ANNUAL REPORT 2010World class servicePursuit ofexcellence:The “Best ofBelron”The sixth “Best of Belron” competitionwas held in June 2010. Thiscompetition, held every two years,recognises and rewards the besttechnicians in the group. Twentyseventechnicians from twentysevencountries competed for thecoveted title in 2010, watched byover 900 colleagues, suppliers andpartners from across the insuranceand fleet sectors.The “Best of Belron” was the largestevent in the company’s 2010calendar and rewarded the besttechnician at the end of a particularlydemanding series of competition elements.Participants were judged onthe quality of their work in a gruellingpractical test which included repairingand replacing a windscreen.In addition, participants completed awritten exercise covering all aspectsof their job, including customer service,working methods and safety.The result was that, over the courseof the competition, contestants werejudged on no fewer than 1,027 criteria!The judges rated the customercommunication aspects with equalimportance to the technical work.The “Best of Belron” allows the groupto drive improvement in the skills ofits technicians and demonstrates itsfocus on delivering a high level ofquality and safety with every customerserved.The winner of the 2010 “Best ofBelron” was Benoit Deckers fromCarglass Belgium (picture).Belron continued to pursue its goalof providing a world class service toevery one of its customers. It continuedto use the net promoter score(‘NPS’) methodology to measure andprovide feedback on its service, usingthe results for training, developmentand reward. Over 1 million customerswere surveyed in 2010 providing exceptionallevels of feedback on whichthe business could act.In order to support the world classservice goal, the company recognisesemployees who are providing exceptionalservice – the Every Day Heroes– through the Belron ExceptionalCustomer Service Awards. Employeeswho deliver exceptional service intheir own country are nominated forglobal recognition based on criteriaof going the extra mile, showing longtermconsistency or moving a serviceprocess forward in a significant way.Supplychain developmentIn order to deliver world class service,the business needs a world class supplychain. During 2010 Belron completedthe upgrade of its North Americansupply chain operations with theopening of two further distributioncentres. In September, Safelite AutoGlass opened a distribution centre inAtlanta, Georgia (USA). Covering anarea of 31,000 m 2 and with a capacityof over 3 million pieces of glass peryear, this is by far Belron’s largest distributioncentre to date. In December,a third North American distributioncentre was opened in Calgary, Canada.This distribution centre also benefitedfrom a new warehouse managementsystem. This system is set to be rolledout in all the company’s major distributioncentres worldwide in the nextfew years.The two new facilities not only improvecustomer service by ensuringgreater availability of glass, they alsosignificantly reduce the distancestravelled, thereby improving Belron’senergy efficiency.