A MAGAZINE FROM VOLVO MALAYSIA SDN BHD ISSUE # 3 /2014

TWO IN ONE COMMON GOALS DRIVER DEVELOPMENTExploring Volvo Truck’s cutting edge I-Shift Dual Clutch system.

The perfect partnership that has steered Kudrat Hauliers to new heights.

The goals and importance behind training the driver of tomorrow.

DRIVING FORWARD Felda Transport looks to the future of transport in Malaysia

UPTIME #3/2014 3

CONTENT Uptime # 3 / 2014

9 Taking Flight We speak to Dato’ Eric Chia, owner of Sparrow Express (M) Sdn. Bhd., one of the fastest growing logistics companies in the country.CEO of Felda Transport, Mr.

Wan Mohd Zain Wan Ismail reveals what the future holds for the company and his thoughts on the new Volvo FM.

How a perfect partnership is steering Kudrat Hauliers Sdn. Bhd. to new heights.

2014 Volvo Fuelwatch winner, Ahmad Othman on driving trucks and the importance of driver training.

16

12

18

Driving Business Forward

In Search of a Common Goal

Me & My Volvo

4 MD MESSAGE 5 START 20 INSIDE VOLVO 27 HOW IT WORKS 38 THE BUSINESS

UPTIME #3/2014 3

15 Driving Business Forward

28

2 UPTIME #9/2013

UPDATEUptime is published by Volvo Malaysia Sdn Bhd, No 6, Jalan Bicu 15/6 Seksyen 15, 40200 Shah Alam Selangor Darul Ehsan. Volvo Malaysia is a wholly-owned subsidiary of AB Volvo, Sweden since 1969.

EDITORIAL LETTER

There seems to be mixed feelings with regards to the economic outlook for 2015, no doubt bolstered by uncertainty in the global market place. Although most of us can take positives away from the past 12 months, the uneven global recovery looks set to continue in 2015. This largely comes in the wake of the International Monetary Fund (IMF) downgrading its outlook for global economic growth for the coming year.

The volatility in the Eurozone market place and an overall slowdown in several major emerging markets is the root cause of this. However, the IMF does expect the global economy to grow marginally and at a better pace next year. This bit of good news echoes the prospects of Malaysia’s economy, which is largely expected to sustain its growth momentum seen in 2014.

With the market driven by domestic demand and improving international trade, the forecast for the Gross Domestic Product (GDP) is widely tipped to continue expanding at a steady pace of five to six percent for 2015. Even though the market place is gearing up for the Goods and Services Tax (GST), the improving global economic outlook and measures underpinned by the recent 2015 Budget ensure this encouraging upswing.

Private investment is also anticipated to remain vibrant and expected to register double-digit growth supported by the ongoing implementation of the 10 Malaysia Plan, Economic Transformation Programme (ETP) and Government Transformation Programme (GTP). This will be a boon to the logistics and transportation industry as it further cements its steady path of growth and continuous expansion as it caters to the demands this economic injection is set to bring. I consider myself lucky to be part of this dynamic environment and a member of the Volvo Group Region Malaysia team.

That said, despite the favourable forecast, businesses will have to tighten their belts in terms of expenditure and costs to ensure our ringgits are spent wisely and not frivolously. Worldwide fuel costs and the recent fuel subsidy cuts in Malaysia have already begun to send ripples in our daily checks and balances, especially for us in the transportation industry. However, despite the initial knee jerk reaction it has caused, with careful planning

and thinking, businesses have already managed to adapt and acclimatised themselves with great success. As a matter of fact, with the most fuel-efficient trucks, we may actually stand to benefit from some of these changes.

Clearly, there hasn’t been a more important time for us all to focus our efforts for a more fuel-efficient future and to also rethink our business strategies in order to save cost and eliminate unnecessary wastage. This is why I strongly feel that synergy in the workplace is paramount for all businesses in the coming year.

Working together cohesively as a unit is one of the straightest paths to success. It is easier said than done, but if companies, their personnel as well as partners can come together to work towards a common goal, then perhaps this could present the best ways for businesses to keep costs low and profits up for the coming year.

Rest assured, this remains one of the central themes of Volvo Malaysia and this will transcend to our valued partners and customers. We will continue to work hard to improve our levels of services and by offering the very best products in order to do our part to help drive the important logistics and transportation industry forward. Our promise to introduce new and exciting products and improved levels of service to help enhance the Volvo Truck ownership experience will resonate throughout the coming year, as it has in previous years. We are actually entering a period of our biggest and most important network development ever with new and upgraded facilities opening all over Malaysia. So, as we all drive towards an improved economy, rest assured that Volvo Malaysia will be alongside you for the ride.

Until next time, keep on trucking!

Mats NilssonManaging Director, Volvo Malaysia

4 UPTIME #3/2014

LOOKING TO THE

FUTURE

UPTIME #3/2014 5

START News & updates from the Volvo world

Felda Safety DaySafety and health the message of one-day campaign

Felda Global Ventures Holdings Bhd. (FGV), one of the largest multimodal transport operators in Malaysia together with Volvo Malaysia held a joint Safety and Health Campaign 2014 on 18th June. The event, held on FGV’s premises in Port Klang was launched by the Senior Vice President/ CEO of Felda Transport Service Sdn. Bhd., En. Wan Mohd Zain Bin

Wan Ismail. Over 200 guests attended the event. Adhering to the safety theme, we also showcased videos and displayed safety messages on panels at our respective booths, which was situated alongside two brand new FM trucks. Coinciding with the event was also the handover of the ten Volvo FM440 trucks from FGV to their dedicated drivers.

Every year, Petronas gathers their professional drivers around the country to take part in the FM (Fleet Management) Drive Competition. The event, which promotes safer driving skills and also drivers’ ability in manoeuvring and operating a truck, was held on 21st June 2014 in Kota Kinabalu, Sabah. Volvo Malaysia was very proud to support and associate itself to the initiative undertaken by Petronas for the FM Drive event. The event

also allowed us to offer soft products such as Genuine Parts, Exchange Parts as well as After Market promotions to participants as well as guests. The Volvo Trucks booth drew a large number of visitors and it was a good opportunity for the company to continuously support and build on the long-standing relationship with Petronas through strong commitments, quality products and dedicated services.

Petronas Fleet Management Drive Safe driving skills on show at event

6 UPTIME #3/2014

START News & updates from the Volvo world

Every year, selected Volvo Malaysia customers are invited to Gothenburg, Sweden for an exclusive tour and behind the scenes look at Volvo facilities and global headquarters. The highly-anticipated trip not only reinforces Volvo’s promise of Safety, Quality and Environmental Care but also acts as an activity to build on our friendship with our customers.

The trip to Gothenburg in late August saw Volvo Malaysia play host to over 20 key customers from the petroleum segment. The six-day trip provided an informative and educational experience for each customer as it showcased the brand’s expertise as a total transport solutions provider. The itinerary also included stops to Volvo Truck’s global headquarters and the Volvo Museum as well as a guided tour of Volvo Trucks’ production plant in Tuve as well as the Skovde Engine plant.

Volvo Malaysia was honoured to be invited to join as an exhibitor at the recent Road Tanker Operations Guidelines (RTOG) Day 2014. Hosted by Petronas Dagangan Berhad, the event held on 28 August 2014 in Petaling Jaya aimed to arouse the awareness on safety especially amongst heavy duty automobile industries. At the event, we displayed several thought-provoking road safety videos that highlighted the importance of traffic safety and how Volvo’s promise on vehicle performance can help to reduce the occurrence of accidents. On top of that, Volvo Genuine Parts were also on display at our exhibition booth.

Following his impressive video presentation titled “Highway travel time policy”, Muhammad Isa Lim found himself on an all-expense paid study trip to Sweden courtesy of Volvo Malaysia. Isa’s unique entry for the iSTREC Road Safety Innovation Challenge 2013, theorises the reduction of accidents between motorcycles and trucks with the aid of existing tracking technology via GPS/toll system and tax incentives.

iSTREC or “Innovative Solutions to Reduce Crashes between Trucks and Motorcycles” is an initiative and collaboration between Volvo Malaysia, Agensi Inovasi Malaysia, Universiti Putra Malaysia, Business Sweden and Vehicle and Traffic Safety Centre of Sweden.

Customer Trip To Sweden

Road Tanker Operations Guidelines Day 2014

Petroleum segment key focus of latest customer trip to Gothenburg

Volvo Trucks Malaysia joins to promote importance of road safety

Volvo Trucks Malaysia hosts student winner on study trip

iSTREC Student Wins Trip To Sweden

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The recent NST-Shell Rimula Truck of the Year awards saw Volvo Malaysia bag top honours at the event. Along with the Volvo FM Series winning the prestigious Truck of the Year award (Heavy Duty Prime Mover 2-axle category), the company also received the Special Mention award with the Best Corporate Social Responsibility (CSR) initiative in the Driver’s Fuel Efficiency training for the Volvo Fuelwatch Challenge.

Held on the 25th of September, the New Straits Times-Shell Rimula Truck of the Year Awards 2013 (TOTY) presented 14 awards to the best players in the industry.

At the recent Automotive & Logistics Safety Exhibition 2014 held from 5-7th September 2014, Volvo Malaysia held a special Driver Development training session for participants at the exhibition. The event was jointly organised by Lafarge Malaysia (Lafarge) and the Malaysian Automotive Industry (MAI). The exhibition also coincided with Lafarge Drivers Safety Day, which focused on raising awareness on the importance of road and driver safety specifically in the logistics and haulage industry.

In addition to underlining our commitment to improving safety, the exhibition also saw a signing of an MOU between Volvo Malaysia and Jasa Selamat Sdn Bhd, the largest local cement hauler in the country for 30 FMX 440 Trucks.

Maintaining the effectiveness of brakes is an essential part of vehicle maintenance, even more so in the transport and haulage industry. This is why we have invested and installed a new brake roller tester at our Shah Alam dealership.. The brake tester measures the braking force produced by each wheel on a vehicle, right to left and axle by axle. It then produces a definitive report on the health of a vehicle’s brakes including a PASS or FAIL rating to DOT specifications.

A routine check with the brake roller tester takes approximately 15-20 minutes, depending on the type of vehicle. An added benefit of the brake tester is that it improves overall efficiency to the trouble shooting process and narrowing down the failure analysis of finding specific faults on brake system problems. This will allow owners to make the necessary repairs to the brakes so that their vehicles are not only safe to operate and drive but also pass stringent Puspakom vehicle and safety inspections.

Driving Home With Top Honours

MAI-Lafarge Automotive & Logistics Safety Exhibition 2014

New Roller Brake Tester

Volvo Malaysia wins big at New Straits Times – Shell Rimula Truck of the Year Awards

Importance of safety and driver development underlined at event

New added service in operation at Volvo Trucks Malaysia’s dealership in Shah Alam

UPTIME #3/2014 7

8 UPTIME #3/2014

START News & updates from the Volvo world

Volvo Trucks’ World Golf ChallengeTournament returns for the seventh consecutive year

The 2014 Volvo World Golf Challenge held on 6th November 2014 saw a 100 golfers participating in the highly-anticipated tournament. The annual tournament, held for its seventh consecutive year, provided participants an opportunity to not only play for the Malaysian title but also a coveted spot to play with the world’s best at the world finals in Shanghai, China in April 2015.

Held at the Tropicana Golf and Country Resort and organized by Volvo Malaysia, the annual golf tournament golfers consisting of our customers, partners and members of the media, from in and around Malaysia battling it out on the greens for the much sought-after Championship title.

After a round of competitive golf it was Dato’ Peter Yong King King, General Manager, Forest Operations, Jaya Tiasa Holdings Berhad who managed to outplay the field to take victory in this year’s tournament. With his win, Dato’ Peter Yong took home a trophy and a coveted spot to represent Malaysia at the World Finals in China next year. The 53 year-

old General Manager will have to play against other national champions from 25 countries for a chance to walk away with the ultimate title of the Volvo World Golf Champion 2014.

Mr Ben Lim Chong Shyang from Vertex Mission Sdn Bhd and Mr Fred Chen from Ah Sang Motor emerged as winners of the second and third place respectively. Both winners brought home a trophy and a game of weekday golf for four at the KLGCC Golf and Country Club (2nd place) and Tropicana Golf and Country Resort (3rd place).

“For us at Volvo, Golf is not just a sport; it is also a game which correlates very much to our business,” said Mats Nilsson, Managing Director of Volvo Malaysia. “Golf is a game of focus and precision, and is growing in strength. Much like our brand, we emphasize on these qualities to produce trucks that are reliable, durable and precise in addressing our customers need for total and efficient transportation solution,” he added.

For more information on the Volvo World Golf Challenge, kindly visit www.volvoingolf.com

THE customerText Daniel Fernandez Photo DSF

UPTIME #3/2014 9

Taking FlightDespite being relatively new in the logistics and transportation industry, Sparrow Express (M) Sdn. Bhd. has managed to make great strides and have become one of the fastest growing logistics companies in Malaysia. We speak to owner, Dato’ Eric Chia to find out more about this dynamic operation.

THE customer

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For Dato’ Eric Chia, his decision to venture into the logistics industry just a few years ago is paying good dividends. “I bought over

Sparrow Express (M) Sdn. Bhd. from its founding owner in 2010,” reveals Dato’ Eric. “At the time there were only three reconditioned trucks in the fleet and the business was small.”

However, despite its modest start, Dato’ Eric set his sights on expanding the business further. Today, Sparrow Express is on the fast track to becoming one of the major container haulers in Malaysia, which is impressive feat considering it took only a few years. “I didn’t reinvent the wheel for the business,” he admits, but Dato’ Eric did make it a point to focus and improve on certain aspects of Sparrow Express to ensure its success.

“I set out to expand the fleet in the first year, and I went with reconditioned trucks but I realised later on that it wasn’t the right call,” admits Dato’ Eric. “Maintenance costs were rising and drivers were unhappy with the vehicles that frequently broke down.” So in 2013, Dato’ Eric renewed his fleet with brand new Volvo FM440 trucks. “I started with five new FM trucks and by early 2014 the fleet had grown to 10,” reveals Dato’ Eric, who recently saw his fleet expand with two new FM440 face lifted models.

“I noticed immediately that it was a good decision to go with new trucks as we saw an immediate reduction in fuel costs and maintenance as well,” the owner admits. “Even finding drivers became easier as I made it a point to mention in my driver recruitment advertisements that successful applicants would be driving brand new Volvo trucks,” he beams.

Dato’ Eric reveals that currently his company is focusing primarily on container haulage but he has begun to take steps into logistics movement already. At present, Sparrow Express has 13 trucks in its fleet to run these tasks nationwide. “This is why it made sense to go with brand new trucks,”

Sparrow Express (M) Sdn. Bhd.

Country: MalaysiaHead office: KlangOwner: Dato’ Eric ChiaFounded: 2010Number of trucks:13Types of assignments:Container haulage.

adds Dato’ Eric. “My drivers, many of whom were previously driving older manual trucks, have been very receptive to the new models and they especially like the new Volvo I-Shift as it helps them immensely when driving in heavy traffic.”

According to Dato’ Eric, his decision to go with Volvo was an easy one to make because of the feedback he received from his friends in the logistics business. “Some of my friends operate Volvo trucks in their fleet and they spoke highly of the brand,” he reveals. “Plus, based on the previous earlier brands that I was running, I

“I started with five new FM trucks in 2013 and by early 2014 the fleet had grown to 10”

could already see that Volvo trucks were the clear leader in the market.”

Dato’ Eric is planning to further expand Sparrow Express in the coming years and he is looking to growing his fleet in order to meet the demand. “I will admit, I will only look at buying more Volvo trucks as I am very happy with the truck performance and more importantly the after sales and service,” he says. “In our line of business, low fuel consumption and maintenance costs as well as reduced downtime are tantamount to how well we operate as a business and Volvo affords me that.”

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THE customer

We explore the perfect partnership between Mr. Ashraff Hassan, Group Executive Chairman and Mr. Faizul Kamaruddin, Group Managing Director of Kudrat Hauliers Sdn. Bhd. and how it is set to steer the company to new heights.

Text Daniel Fernandez Photo DSF

The prospect of going into business with a good friend is something most businessmen have dreamed about. For both Mr. Ashraff Hassan and Mr. Faizul Kamaruddin of Kudrat Maritime Malaysia Sdn. Bhd., they have made that dream a reality. “We actually did business together when Faizul was with Felda,” recalled Mr. Ashraff of their friendship,

which has lasted over 30 years. Although initially beginning as a client-customer relationship, the bond and the common goal that existed between the two men eventually gave way to a business venture about a decade later. “Ashraff invited me to join Kudrat 11 years ago and I have to admit I didn’t hesitate for a moment,” admitted Mr. Faizul. “After 20 years of knowing one another, it was an easy decision” he added.

The result of this strong bond has given rise to new business avenues and ventures including the creation of Kudrat Hauliers Sdn Bhd in September 2013. “We are both partners in this haulier business,” explained Mr. Ashraff. “It is relatively a new company and part of Kudrat Maritime Malaysia Sdn. Bhd.” But although Kudrat Hauliers has only been in operations for less than a year, its parent company however has been in the shipping business for over 30 years.

“I started Kudrat Maritime in 1984, and we were predominantly ship managers at first before moving into the shipping business ourselves,” explained Mr. Ashraff. “We started with ship broking and then we did agency work, followed by freight forwarding businesses,” he added. On the other side of the spectrum, Mr. Faizul boasts a career working for the Felda transport business, which he began immediately after University, before moving to MISC some years later. “In 2003, Ashraff approached me to join Kudrat and I have to say it’s been a blessed partnership,” admitted Mr. Faizul.

In Search of a Common Goal

UPTIME #3/2014 13

THE customer

14 UPTIME #3/2014

With vast knowledge and experience between them, the duo have steered Kudrat into newer and more exciting areas of business. “We are looking at offering ship to ship transfers, offshore such as oil and gas and marine logistics,” revealed Mr. Faizul. And as its business grows, Kudrat Hauliers have also seen its fleet of haulage trucks increase exponentially, resulting in the purchase of 30 trucks last year, half of which were brand new Volvo trucks.

“We found reconditioned trucks were susceptible to mechanical problems,” explained Mr. Ashraff. “A new Volvo truck with the five-year maintenance program not only gives us peace of mind but we also get happier drivers in the process”, added Mr. Faizul. “According to our drivers, Volvo trucks are a lot easier and more comfortable to drive, which is a good thing because it shows we’ve made a sound investment!,” enthused Mr. Ashraff. However with rapid expansion, the duo admits that they have faced certain challenges.

“Fleet management takes a toll when the fleet gets bigger”, explained Mr. Faizul. “It is difficult to manage a large fleet with a large pool of drivers and the large number of personal issues that come with it.” Another issue Kudrat and other haulage operators face is the economy. “We have plans to expand our business with the growth of the economy and as long as we can see good margins, we will continue to be in this business for a long time to come,” professed Mr. Ashraff.

“A new Volvo truck with the five-year maintenance program not only gives us

peace of mind but we also get happier drivers

in the process”

Mr. Faizul Kamaruddin

Mr. Ashraff Hassan

Thus far though, the partnership between Mr. Ashraff and Mr. Faizul has yielded good results, to which both men credit their in-depth experience of the industry. “With our combined years of experience we are able to cater to the demands of multinational clients by providing services such as single-door service where goods are moved from container ships right up to their doorstep,” elaborated Mr. Faizul. It is a sentiment that Mr. Ashraff wholeheartedly agrees with. “Being a licensed total logistics provider with warehousing and freight forwarding capabilities provides clients with an assurance that we are a one-stop deal business which can cater to all their requirements,” added Mr. Ashraff.

Kudrat Hauliers Sdn. Bhd.

Country: MalaysiaHead office: KlangOwners: Ashraff Hassan, Faizul KamaruddinFounded: 2013Number of trucks: 30Types of assignments:Haulage and containers.

THE customerText Daniel Fernandez Photo DSF

UPTIME #3/2014 15

Driving Business Forward Felda Transport is one of the nation’s largest multimodal transport operators in the country and they’re also the first in Malaysia to own and operate the brand new Volvo FM. We speak to Mr. Wan Mohd Zain Wan Ismail, the CEO of Felda Transport to get his first impressions of the truck and also what the future holds for the company.

Purchasing a brand new truck is never an easy decision for most fleet owners and operators but for Mr. Wan Mohd Zain Wan Ismail, the CEO of Felda Transport, his was made easier when he first laid eyes on the new Volvo FM. “I went to

the regional launch of the FM in Seoul earlier this year and I immediately placed an order for six units, and later on for another 35,” revealed Mr. Wan. “There were a number of things that appealed to me about the truck,” he added. “The FM truly fitted our needs and I was really drawn to the new Champagne Gold colour scheme too.”

The striking colour aside, which Mr. Wan also reveals blended well with the corporate rebranding of FGV (Felda Global Ventures), he also found a number of new features that the truck sports to be highly appealing. “I found the new FM to be really comfortable after test driving it in Seoul and I also admired the safety features Volvo has put into the truck,” revealed Mr. Wan. “And there’s no denying that the new FM is quite good looking too with the redesigned grill and the striking Bi-Xenon lights, which also improves safety.”

Mr. Wan also found the additions of technological innovations like the 18 ECUs (Electronic Control Unit) in the truck highly-appealing as it allowed for easier and faster troubleshooting for the maintenance crew. “This is important in our business because we need to keep our trucks running and reduce downtime,” he added.

Felda Transport took delivery of its six new FM units in August and Mr. Wan admits there is a sense of pride knowing that they’re the first in the country to be running the new model.“I think it works as great moving billboard for both Felda Transport as well as Volvo Malaysia as the FM is unmistakable in its design and colour,” he added. He also revealed that currently the six units have been deployed to Port Klang, Kuantan and Pasir Gudang.

“We separated it out to two units each at these locations with the best drivers in each location getting the keys to the brand new truck. And so far, the drivers spoke highly of the new VEB (Volvo Engine Brake) system as well as the electronic parking brake.”

Mr. Wan also revealed that the new FM also fits in with their business module to keep costs low. “Part of our success is down to the fact that we haven’t increased our rates since 2005 and the only way for us to be profitable is to continuously reduce costs,” he revealed. Mr. Wan also reveals that the company has diversified its operations to become a multi modal transport company, transporting more than just palm products.

“We have also reduced our costs significantly by rethreading our tyres, which has translated to big savings and also by focusing our efforts on getting more kilometres per litre by buying the newer and more fuel-efficient trucks and also getting our drivers to be more efficient with proper training.” Mr. Wan also revealed that Felda Transport has an internal classification for their drivers similar to a hotel rating system. Incentives are also given out to the top class drivers based on safety and fuel-efficient driving.

In addition, Felda Transport also does its own in-house maintenance. “We have about 450 trucks in our fleet and 90% of those are Volvos,” he explained. “Because of the large number of Volvo trucks, we have an agreement with Volvo Malaysia that allows us to do our maintenance ourselves. “I am grateful because Volvo Malaysia has been supportive of us in terms of getting us the special tools needed, the training for our mechanics and engineers, and also getting parts that we need on consignment as well,” said Mr. Wan. “This has undoubtedly ensured our trust in the brand, which is why we will look forward to a continuous and fruitful working relationship with Volvo.”

“I found the new FM to be really comfortable after test driving it in Seoul and I also admired the safety features Volvo has put into the truck”

THE customer

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Felda Transport Services Sdn Bhd

Country: MalaysiaHead office: Kuala LumpurFounded: 1975Number of trucks: 450Types of assignments:Palm Oil

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me & my volvo Text Daniel Fernandez Photo DSF

“The Volvo Fuelwatch Challenge has made me more aware of the environmental and economic difference I can make as a driver”For over 20 years, Ahmad Bin Othman has plied his trade as a career truck driver, specifically behind the wheel of big rigs. “I started in 1992 driving 8-tonne trucks moving goods within the town area” Ahmad tells us. “But less than a year after doing that, I was hired as a shipping port driver in Port Klang, where I drove trucks moving goods and containers within the port area.”

The invaluable experience gained in his new position allowed Ahmad to take his driving career to the next level within a short span of time. According to the 49-year-old driver, in less than four months, he was hired by MISC haulage, one of the biggest haulage companies in the country at the time.

“Working at MISC gave me my first opportunity to drive a Volvo truck,” beams Ahmad. “It was certainly a highlight for me on my first day as I had my pick of over 400 trucks in MISC, and most of it were Volvo FM trucks.” Ahmad’s stint at MISC driving across the length and breadth of Malaysia would last over 15 years but eventually, the veteran driver needed a change of pace.

“I wanted to take a short break from driving, so I ventured into driver training at the Automotive Centre of Excellence (ACE),” Ahmad reveals. At the centre, Ahmad conducted training for licensed truck drivers looking to enhance their driving skills. “It was important for me to pass on my knowledge and help contribute to the industry and groom the next generation of truck drivers,” expressed Ahmad.

At ACE, the veteran driver schooled drivers on how to handle heavy loads, parking long loads, coupling and uncoupling a truck from its trailer, emergency driving skills using trucks with ABS and understanding momentum, kinetic energy and the centrifugal force of a truck pulling a heavy load. He also taught drivers ways and means to save costs and keep trucks at optimum efficiency.

“These were some of the skills that are not taught to truck drivers at the point of obtaining their heavy goods vehicles driving license,” Ahmad tells us. “So it was important for me to provide the knowledge to these individuals so they could become better drivers.” After two years of working as a trainer at ACE, Ahmad felt the call of the open road again and after a short stint as a freelance trainer, he soon returned to driving with Petikemas Sdn. Bhd.

“I’ve been with Petikemas, which is a Multimodal Freight company, for three years now, and I’ve never been happier,” admits Ahmad. “As both driver and trainer for the company, my tenure at Petikemas allows me to do the two things that I love, which is drive trucks and do my part to help groom future career truck drivers,” he adds.

Ahmad also has added another feather in his cap recently, when he won the 2014 Volvo Trucks Malaysia Fuelwatch Challenge. And the 49-year-old driver admits that it is by far his proudest achievement in his career thus far.

“The Volvo Fuelwatch Challenge has taught me so much and has definitely made me more aware of the environmental and economic difference I can make as a driver,” said Ahmad. “It also gives me great pride that I was able to represent Malaysia in the APAC Finals in Gothenburg, Sweden.”

AHMAD BIN OTHMAN, PORT KLANG

AHMAD OTHMAN

Age 49 years old Lives In SelangorCompany Syarikat Logistic Petikemas Sdn. Bhd. is a well-established transport and freight logistics company based predominantly in central Port Klang, Malaysia.Background 22 years of driving trucks and heavy goods vehicles as well as driver trainer experience.

UPTIME #3/2014 19

Text Olivia Krantz Photo Sören Håkanlind, Claes Hillén

INSIDE VOLVO

Volvo Trucks’ new I-Shift Dual Clutch is the first

dual-clutch transmission in the world for heavy-duty

vehicles. The result is seamless gear changes, with

no loss of power. All in all, it delivers a fantastic

driving experience with more constant speeds.

TWOinONE

0, 0,050 0,101 0,151 0,202

20 UPTIME #3/2014

0,0,252 0,303 0,353 0,404 0,45,

UPTIME #3/2014 21

INSIDE VOLVO

Swedish driver Lars Lindgren transports general

cargo between northern Sweden and various

destinations in Norway, using his Volvo FH

equipped with I-Shift Dual Clutch.

Travelling up steep hills with a fully

loaded truck, over ice and on bumpy

roads where the ground frost is just

starting to melt – these are everyday

driving conditions for Lars Lindgren.

Every week, he transports general cargo between

the city of Luleå in northern Sweden and various

destinations in Norway.

Lars Lindgren is one of only a few drivers

in the world who know what it is actually like

to drive with Volvo Trucks’ new I-Shift Dual

Clutch transmission.

“The first time I drove a truck with the new

transmission, I was incredibly impressed. As

you are driving, you don’t even notice when the

truck changes gears,” he says and looks out over

the Norwegian landscape.

The I-Shift Dual Clutch can basically be

described as two transmissions combined in

parallel, each with a separate clutch.

“Put simply, you could say that one gearbox

controls the even gears, while the other manages

the odd ones. When a gear is active in one

gearbox, the next gear is prepared in the other

gearbox. When the truck changes gear, no speed

is lost during the actual gear change,” explains

Astrid Drewsen, Product Manager Driveline,

Volvo Trucks.

As the truck does not lose any power, driving

in environments that require a large amount of

gear changing is both more efficient and more

convenient.

“On steep hills, on winding roads and on

roads where it is easy to get stuck, this new

gearbox, developed for long-haul applications,

is absolutely fantastic. For example, once you've

got going with a full load in the middle of the

forest, you don’t want to risk getting stuck

because the truck changes gear. With the I-Shift

Dual Clutch, the truck simply takes off and

gear-shifting is seamless,” Astrid Drewsen adds.

The I-Shift Dual Clutch changes gear

whenever necessary, with no loss of power.

In driving when it is more advantageous that

the gearbox skips a few gears, the gearbox

changes gear like a standard I-Shift. The I-Shift

Dual Clutch can change gear with no torque

interruption on every gear apart from range gear

shifting, which takes place between gears 6 and 7.

In addition to driveability, driver comfort

is also enhanced. The environment in the cab

is perceived as being quieter, and the smooth

driving makes the driver less tired.

“The smooth ride enabled by the seamless

gearchanging is also sympathetic to the vehicle

and the cargo. Uneven driving results in

wear and tear, not only to the driver and the

driveline, but also to the whole vehicle. If you

are transporting livestock or driving a tanker

0,01 0,050,05 0,101 0,15, 0,202

22 UPTIME #3/2014

“On steep hills, on winding roads

and on roads where it is easy

to get stuck, this new gear-

box is absolutely fantastic.”

ASTRID DREWSEN, PRODUCT MANAGER DRIVELINE, VOLVO TRUCKS.

0,252 0,303 0,353 0,404 0,450

UPTIME #3/2014 23

The front of I-Shift Dual Clutch is

12 centimetres longer than the

I-Shift gearbox.

INSIDE VOLVO

The rear of the transmission is almost identical to

the rear of the I-Shift gearbox.

containing liquid, the less the cargo moves

about, the better,” says Astrid Drewsen.

The technology involved in dual-clutch

transmission is nothing new. It has been used,

especially in performance cars, for quite some

time. Volvo Trucks actually began considering a

transmission with a dual clutch over 20 years ago.

“In the 1990s, we tested a gearbox with a dual

clutch, but it was only a prototype with a whole

raft of add-ons that would never have worked in

practice or been feasible in series production,”

explains Björn Lyngsö, Chief Project Manager

I-Shift Dual Clutch, Volvo Trucks.

The greatest problem when it comes to adapting

dual-clutch technology to trucks is that trucks are

driven in such varied conditions and in different

environments – on everything from small, winding

forest roads to motorways. The transmission needs

to work equally well when the truck is empty and

fully loaded. It needs to withstand extreme heat and

cold and continue running for thousands of miles

without causing problems.

So a large part of the work on the I-Shift Dual

Clutch involved testing and optimising hardware

and software until the engineers were really sure

that the transmission would function in every

situation and in all conditions – 365 days a year.

In 2007, Volvo Trucks took the first steps

towards the I-Shift Dual Clutch. The fact that

the I-Shift has been a market leader among

automated transmissions for heavy trucks since

2002 was an essential factor when it came to

developing the I-Shift Dual Clutch.

“The development teams behind both the

software and the hardware in the I-Shift Dual

Clutch comprise the same people who worked

on developing the I-Shift. Without the know-

ledge and experience we acquired from

developing the I-Shift, we would never have

been able to develop the I-Shift Dual Clutch,”

explains Björn Lyngsö.

On the outside, the I-Shift Dual Clutch looks

like a standard I-Shift. The only difference is

24 UPTIME #3/2014

0,010 01 0,050 050 0,100,10 0,150,15 00,200,20

Early illustration from Volvo Trucks showing

the principles behind the dual-clutch system.

“In the 1990s, we tested a gearbox with a dual clutch, but it was only a prototype with a whole raft of add-ons that would never have worked in practice.”

BJÖRN LYNGSÖ, CHIEF PROJECT MANAGER I-SHIFT DUAL CLUTCH, VOLVO TRUCKS

UPTIME #3/2014 25

0,250,25 0,300,30 0,350,35 0,400,40 0,450,45

INSIDE VOLVO

“With I-Shift Dual Clutch the truck

keeps an even speed and the tyres maintain a constant grip on the road surface. It feels

safe to drive on winter roads when you know

that the tyres won’t lose traction.”

LARS LINDGREN, TEST DRIVER

that the front part of the transmission is 12

centimetres longer. The rear of the transmission

is almost identical to the rear of the I-Shift and

the power take-offs are the same. On the inside

about 100 of the more than 300 components in

the new transmission are different compared

with the I-Shift.

The inside of the new I-Shift Dual Clutch can

be compared to a sophisticated jigsaw puzzle,

where every single millimetre has been used and

every component has been optimised to take up

as little room as possible.

“It’s fantastic that we have succeeded in

incorporating all the new functionality in just

12 centimetres. This required a great deal of

ingenuity,” says Björn Lyngsö.

In northern Norway test-driver Lars

Lindgren sits calmly and securely behind the

wheel, as his truck, a Volvo FH with an output

of 540 horsepower, begins the climb up one of

the steepest hills in the area. Some hills here

have a gradient of 10 per cent – a real challenge

for a fully-loaded 48-tonne truck.

“With I-Shift Dual Clutch the truck keeps an

even speed and the tyres maintain a constant

grip on the road surface. It feels safe to drive

on winter roads when you know that the tyres

won’t lose traction,” he says.

With the new transmission, Lars Lindgren

says that the truck is much smoother both on

country roads and when driving in the city.

“I have been driving trucks since 1979 and

have trouble with my shoulders and neck. The

fact is that since I started to drive with I-Shift

Dual Clutch I don’t notice these problems

anymore. That’s fantastic,” he says.

As no power is lost during gear changes, the

truck maintains a steadier and higher speed,

even on roads where the driving conditions are

challenging. I-Shift Dual Clutch also improves

downhill driving, as there is no loss of engine

braking during gear changes.

“I can save 10 minutes during a four-and-

half-hour shift. That’s a lot of time when you add

it up over a whole working week.”

Starting in the autumn of 2014, the I-Shift Dual Clutch will be available on every market that sells the Volvo FH with Euro 6 D13 engines developing 460, 500 and 540 horsepower.

According to Lars Lindgren the truck,

equipped with I-Shift Dual Clutch,

maintains a steadier and higher

speed, even on roads where the

driving conditions are challenging.

26 UPTIME #3/2014

0,01 0,050 0,101 0,15,1 0,202

I-Shift Dual Clutch changes gear without any loss of power. Since torque is kept constant,

the truck does not lose any speed when the actual gear change takes place.

ENGINE TORQUE POWER COMPARISON

Green line – torque level with I-Shift Dual Clutch.

Grey line – torque level with an ordinary gearbox.

Eng

ine to

rque

Driving distance

HOW IT WORKS: I-SHIFT DUAL CLUTCHThe seamless gear change with the I-Shift Dual Clutch is made possible by

the gearbox’s two clutches and input shafts.

222

67When driving, the first gear is engaged by one of the

input shafts. At the same time, the other input shaft

pre-selects the next gear.

1

e o

sh

During the actual gear change, the idling clutch is engaged

at the same time as the previous clutch is disengaged – all

without any loss of torque.

I-Shift Dual Clutch has

two input shafts, where

one is placed inside the

other, and two clutches.

With these dual input

shafts, two gears can be

engaged at the same

time. The active gear is

determined by which

of the two clutches is

engaged.

Dual clutch

The input shaft to

the right is placed

inside the left.

Input shafts

UPTIME #3/2014 27

0,252 0,303 0,353 0,404 0,454

32 UPTIME #1/2014

THE BUSINESS

New Volvo FM and FMX LaunchedArrival of new cutting edge models capped off with handover ceremony to first Malaysian FM customer 25th of September

2014, saw the h i g h l y - a n t i c i p a t e d arrival of the new Volvo FM and FMX models to

the Malaysian market. Launched in conjunction with the ASEAN Logistics and Transport Show 2014, the new trucks are poised to become the future generation of haulers set to contribute to the nation’s growing economy.

“Malaysia as a key Asian market is seeing exponential growth in the construction, transportation and logistics sector and we are certain that our new truck range addresses the demand for total transportation solutions,” said Mats Nilsson, Managing Director of Volvo Malaysia. “The introduction of our new truck range goes to show that we are committed to our customers and we are here to stay, grow and contribute,” he added.

The new Volvo FM is an ideal all-round player in Volvo Trucks’ model range, offering the highest levels of flexibility and transport efficiency whilst the Volvo FMX is a new construction truck loaded with ground-breaking innovations for more efficient construction work. Both models can also be equipped with Dynafleet, Volvo Trucks’ proprietary web-based tool and system that streamlines the planning

and execution of fleet management for improved profitability. The Volvo FM and FMX models also promises the highest levels of flexibility and transport efficiency that embodies best-in-class technology and innovation that will suit every logistical need.

Fittingly, the launch of the FM and FMX also coincided with a truck handover ceremony with FELDA Transport; Volvo Trucks’ first Malaysian customer to receive the brand new Volvo FM. FELDA Transport is part of the FELDA Group, which is the largest oil palm plantation operator in the world. Encik Wan Mohd Zain Mohd Ismail, CEO of FELDA Transport was on hand at the ceremony to receive the symbolic key from Mats Nilsson, Managing Director of Volvo Malaysia. Also gracing the Volvo FM and FMX launch was His Excellency Mr Bengt Carlsson, Ambassador of Sweden to Malaysia.

UPTIME #3/2014 28

UPTIME #2/2014 35

THE BUSINESS

VOLVO TRUCKS WORLD FUELWATCH CHAMPIONSHIP 2014Ahmad Bin Othman represents Malaysia in global challenge

The 2014 Volvo Trucks Fuelwatch Challenge Asia Pacific and World Finals drew to a spectacular close in September as the world’s best drivers competed for the honour

of being the world’s most fuel efficient driver. The winner of the Asia Pacific on-road driving championship was Scott Harvey from Australia. He was awarded with a trip to the Volvo Ocean Race Stopover in Auckland, New Zealand, in March 2015. Together with first runner-up Houliang Liu from China and second runner-up Tsung Chen Liu from Taiwan, the three on-road category drivers joined an elite group of 23 top truck drivers to compete in the World Finals. In the end it was Austrian driver, Christian Scheiflinger who took home victory in the world finals of the competition held in Gothenburg, Sweden held from 16-19 September 2014.

Malaysia was represented at the competition by Volvo Trucks Malaysia’s Fuelwatch Challenge

2014 winner, Ahmad Bin Othman of Logistik Petikemas Sdn Bhd, Prai. In July, the driver defeated nearly 800 other Malaysian truckers to clinch the national top spot when he achieved the lowest fuel consumption recording of just one litre for 2.52 kilometres in a 40-kilometre drive challenge pulling a 40-footer, 20-tonne container with a FM 440 62T cab.

The regional competition also saw participation from Hong Kong, India, Indonesia, Korea, India, Singapore, Sri Lanka, Taiwan and Thailand – where more than 5,800 participants from 12 countries in the Asia Pacific region pitted their driving skills in national competitions. A total of 14 representatives headed for the Asia Pacific Final, held in Gothenburg, on September 17.

“Prior to taking part in Volvo Trucks’ Fuelwatch Challenge, I knew driving style could affect fuel consumption and the economy of a business but I never had much opportunity to learn and train under an expert,” said Ahmad.

“I’m glad that the Fuelwatch Challenge has taught me so much and has definitely made me become more aware of the environmental and economic difference I can make as a driver,” added the 49-year-old. “I am proud to have been able to represent Malaysia in an international driving challenge – it was truly an exciting and memorable experience.”

UPTIME #3/2014 29

30 UPTIME # 3/2014

THE BUSINESS

“Volvo Malaysia recently embarked on enhancing two East Malaysian dealerships in August. Customers in Sarawak can now enjoy improved service and

facilities in both Kuching as well as Sibu effective immediately. The refurbishment project initiated in both outlets not only served to standardise Volvo Malaysia’s network of dealerships in accordance to Volvo standards and Dealer Operation Standards but also to better equip the workshops for additional services whilst increasing productivity and efficiency.

Both Kuching and Sibu dealership upgrades are a part of Volvo Malaysia’s continuous promise to extend and improve the Volvo Trucks experience for all customers. It also provides a safer and more productive working environment for employees, which in turn will help reduce downtime. The refurbishment of the Kuching dealership includes

a redesigned layout for the reception, office as well as spare parts workshop, which now offers a better look and flow for both employees and customers.

The Kuching dealership also boasts a refurbished workshop floor and added roof insulation as well as an additional of 4 work stations. This allows us to receive more customers trucks in the workshop. On top of the extended workshop area, the Kuching outlet also benefits from new furniture, which corresponds to the Volvo Corporate Identity as well as additional tools and equipment, which helps increase the levels of repair services and quicker turnaround time for Volvo Trucks customers.

The Sibu dealership on the other hand has been relocated from a shop lot to a new location with added space, which has been put to great use. The

dealership is now housed in its own standalone building, offering a built-up area of over 1500 sq. metres, which has been used for eight workstations. The dealer facility has also equipped with a wash bay.

In addition, the Sibu dealership, which is also a 2S service centre, is also now equipped with the latest tools. With a more strategic location, which is just along the main transport flow and Rejang river’s barge, the new Sibu dealership is not only nearer to customers but also conveniently located to take care of their needs.

The Volvo Sibu dealership can now be found at its new

address at No. 8, Lorong Then Kung Suk 3A1, 96000

Sibu, Sarawak; Tel: 084-210 613; Fax: 084-210 612.

EAST MALAYSIA DEALERSHIP UPGRADES Volvo Trucks customers can look forward to new services and facilities at both Kuching and Sibu dealerships

UPTIME #3/2014 33

THE BUSINESS

NEW VOLVO TRUCK RANGE ARRIVES IN SINGAPORE The Lion City receives new top-of-the-line and technologically advanced Volvo trucks

Volvo Trucks’ new range was officially introduced in Singapore in late October. The completely renewed product portfolio pushes the limits on what top-of-the-line

and technologically advanced trucks can offer, setting a new bar for transportation. The launch of the new range of Volvo trucks was officiated by Valery Muyard, General Manager of Volvo Trucks Singapore and Mats Nilsson, Managing Director of Volvo Trucks Malaysia. The event was graced by The Ambassador of Sweden to Singapore, His Excellency Hakan Jevrell who expressed his best wishes and congratulations to Volvo Trucks Singapore for bringing in the new truck range.

Guests who attended the event had a first-hand up close look at the range of Volvo trucks at the cocktail reception area before an official

presentation of the new line-up’s key features by Ian Sinclair, Product Director, Volvo Trucks Asia Oceania during the gala dinner. The launch event also saw a demonstration of Dynafleet Fleet Management System by Stephan Alveflo, Telematics Manager, Volvo Trucks Asia Oceania.

The high energy event also included awards presentations, performances and an interactive Volvo Money Drop Game which engaged the guests with questions and answers related to the earlier presentations by the speakers. To cap off the event, a video montage featuring customers’ new Volvo trucks impressed the guests with its showcase of various models in operations in different industry segments in Singapore.

Tokens of appreciation were handed to these customers who are the first in their respective industry segments that have added the new range of

Volvo trucks to their fleet. This part of the program demonstrated that with their capabilities and a wide range of benefits, Volvo trucks are equipped to serve customers in all segments in Singapore, from construction to logistics to waste management.

UPTIME #3/2014 31

32 UPTIME # 3/2014

THE BUSINESS

DRIVER DEVELOPMENT Volvo Malaysia’s Driver Development Program not only teaches drivers the fundamentals of safe and efficient driving but it also puts them in the driver’s seat to train others as well.

efficient manner. “The key factor of the program is that it helps develop truck drivers that are efficient, safe and environmentally conscious,” he added.

Currently the module is divided into two parts – the Driver Training Program (DTP) and Train the Trainer (TTT). The former combines theory and practical training that familiarises the driver with the features of the truck and how to utilise them in order to ensure the truck is operated in a most safe and fuel efficient way.

The second module on the other hand is designed for fleet operators that have their own trainers or master drivers who can conduct internal training for their other drivers. “The pre-requisite for participants who want to sign-up for the Train the Trainer program is that they have to attend the Driver Training Program module first,” Andelinus elaborates.

Currently Volvo Malaysia is offering these training programmes free of charge to customers who sign up for it. Classes for the one-day Driver Training Program are conducted on site at the customer’s premises by Volvo Malaysia’s driver trainers whereas Train the Trainer, which is a two-day module is held at Volvo Malaysia’s premise in Shah Alam.

“We normally limit each class to about 15-20 participants as we want to ensure full individual attention for all participants,” says Andelinus. “Currently the training is primarily conducted by Mr. Ahmad Rosdi, Volvo Malaysia’s Driver Development Executive”.

UPTIME 3/2014 33

The key factor of Driver Development Program is that it helps develop truck drivers that are efficient, safe and environmentally conscious

Driver development remains an integral component of Volvo Malaysia’s commitment to its customers. The Driver Development Programme, which was officially launched in April this year in conjunction with the annual

Fuelwatch Challenge, is testament to that commitment as it offers training modules that help equip both drivers and truck owners with essential skills that not only will result in savings but improved safety as well.

“The Driver Development Program is a value added service from Volvo Trucks Malaysia for our customers,” explains Mr. Andelinus Luxman, Head of Aftermarket Customer Support. According to Andelinus, the program primarily benefits drivers and fleet owners, as it teaches them the driving fundamentals and skills for them to operate their Volvo truck properly and in an

34 UPTIME #3/2014

THE BUSINESS

In addition to providing drivers the knowledge of how to drive the truck safely and efficiently, the Driver Development Program is also highly beneficial to administrative staff and fleet operators as well. “We’ve seen a rise in participation from drivers as well as administrative staff and fleet operators in this program,” Andelinus reveals. “For non-drivers, the program also offers a number of useful modules that will help them understand how the truck operates, which can help them lower fuel and maintenance costs for their company. Additionally, the knowledge gained also empowers the participants with the expertise to go back and pass on those skills to their colleagues via internal training.”

Andelinus also revealed that the Driver Development Program has also contributed to the rise in the number of Fuelwatch participants. “We’ve had over 800 entries for the Volvo Fuelwatch Challenge this year, which is astounding and proof that the Driver Development Program has delivered a positive effect on drivers as well as owners.”

For more information on Volvo Malaysia’s Driver Development Program please contact your nearest Volvo Malaysia dealer or log on to www.volvotrucks.com.my

DRIVER TRAINING PROGRAM TRAIN THE TRAINER PROGRAM

Overview The one-day program combines theory and practical training that familiarises participants on truck features and how to apply them to ensure the vehicle is operated in the most safe and fuel efficient way. Modules Features and operations of instruments, daily checks and main-tenance, Gear Shifting (Manual and i-Shift), Application of braking systems and Volvo Engine Brake (VEB), Economical driving, Defensive driving.Benefits The program is designed to give owners and drivers of Volvo trucks the knowledge to utilise and maximise all Volvo truck functions and features in an efficient and safe manner. The direct benefits of the pro-gram include lower maintenance costs, lower fuel costs, improved safety, less damage to vehicle and goods, better knowledge of vehicle’s safety features. Certificates will be issued upon successful completion of each program.

Overview The two-day program is especially useful for fleet operators that have their own trainers/ master drivers to conduct internal training. The course is also designed to benefit driver trainers, executives and managers to gain a deeper understanding of the trucks they use, the features and the correct use of the vehicle. Participants will have to complete Driver Training Program in order to join this program. Modules Locking, starting, and stopping the engine, Differential lock, VEB, Cruise control, Air suspension, achieving fuel efficiency and economical driv-ing, correct usage of gears, Safety and defensive driving, visual and pre-drive checks, Volvo Engine Brake application.Benefits The modules will help improve driver’s handling skills, reduce vehicle downtime and costs, enhance road safety, improved fuel economy, reduce environmental pollution. Additionally, participants who complete this program will also be fully-equipped with the knowledge to train other Volvo truck drivers. Certificates will be issued upon successful completion of each program.

For non-drivers, the program also offers a number of useful modules that will help them understand how the truck operates, which can help them lower fuel and maintenance costs for their company

in our other workshops, so that we can further reduce downtime for our customers.”

Clearly though, the system has benefited both truck operators as well as drivers, which Sam wholeheartedly agrees. “It’s quick and straightforward now,” says Sam. “Once my fleet manager has made an appointment, all I have to do is drive my truck to the service centre at the allocated time and everything moves like clockwork.”

The moment Sam and his truck arrives, there is already a team of mechanics ready to take care of his truck’s needs. A service advisor walks Sam through an inspection, ironing out the issues with the vehicle and making a note of what needs to done. A job card is then created and sent to the team leader in order to get started on the service schedule. The truck is driven to its assigned bay where another inspection is held before work officially begins, whilst Sam gets much needed down time himself at the newly refurbished driver’s lounge.

“It was important for us to create a relaxed environment for the drivers when they bring their truck in because we want to keep them happy,” explains Antony. “The feedback we’ve had so far has been fantastic with many drivers appreciating facilities like hot showers

UPTIME #3/2014 35

Proper truck servicing and maintenance is an important component for any fleet manager to follow and keep track off. Fortunately today, that process has been streamlined to not only smoothen the procedure whilst shortening

downtime but also to ensure that each truck keeps to its proper service schedule.

“It’s a lot smoother and faster now,” agrees Sam, a career truck driver who has just brought in his truck for a routine service. “Before we had to keep track of our own truck’s service intervals but today we get regular updates and reminders weeks before one of our trucks is due for service.

“With the implementation of the Workshop Planner, we don’t have to wait for the customer to call us but instead, we’ll inform the customer that the service is going to be due on a certain date or kilometre based on the information we have in our database,” elaborates Antony Verghese, Workshop Manager, Shah Alam dealership.

“We’ll send out an SMS a month before service and follow up with another SMS two weeks later, before the scheduled service. The Workshop Planner currently in use now is a pilot project in Shah Alam,” explains Antony. “If it works well, then we’ll start implementing this elsewhere

TRUCK SERVICE

CYCLE Ensure your truck is in optimum

working order at Volvo Authorised Service Centres

THE BUSINESS

36 UPTIME #3/2014

THE BUSINESS

and the coffee machine.” Sam also agrees that the refurbished driver’s lounge has

done wonders for drivers like himself. “I can get a shower, check my emails on the computer, have a hot drink and take a nap on a comfortable bed, while my truck is being worked on,” enthuses Sam. “In fact, it’s now an incentive for me whenever it’s time to service my truck!”

As Sam goes to relax, Volvo mechanics are already beginning work on his truck. “If the truck is under service agreement, we’ll initiate our service and release the truck as fast as possible,” explains Antony. “We’ll also speak to the customer twice a day – once when the truck comes in to talk about the issues and then another time when the truck is ready, where we inform the fleet manager.” But Antony also explains that in the event a truck without service agreement rolls in, the normal practice is for Volvo Trucks to do a thorough inspection first before a quotation is issued. Work will only commence once the customer issues a P.O.

Although the Volvo Authorised Service Centre has set in motion a number of improvements thus far, Antony elaborates that further plans are afoot.

Presently, Volvo Authorised Service Centres requires pre-booked appointments although they do accept walk-in customers too. “But in the case of the latter, we will check to see if we can release the truck within the same day or within a short period of time.” Antony also reveals that there is also a Fast Track for emergency repairs but only if the repairs can be completed within a two-hour time frame.

The recent enhancements to the services as well as amenities have undoubtedly gone down well with customers, Antony reveals. And it has provided incentive for more Volvo truck owners to use Volvo Authorised Service Centres. “We use genuine parts and service and we back it up with a solid Volvo guarantee for both,” he elaborates. “Furthermore, Volvo utilises specialised tools for Volvo components, which aren’t available in unauthorized service centres.”

As such, Volvo Authorised Service Centres are looking to expand from their current customer base, which consists of customers who have bought trucks directly

“Once my manager has made an appointment, all i have to do is drive my truck to service centre at the allocated time and everything moves like clockwork.”

UPTIME #3/2014 37

from Volvo Malaysia, to owners who use grey import trucks in their fleet. “Grey imports and second hand truck owners always aim to keep their costs low by not opting for Volvo Authorised Service Centres.” explains Antony. “But this is a mind-set we are trying to change as the benefits outweighs the costs“ explains Antony.

The message Antony and Volvo Trucks Malaysia want to send out is that Volvo Authorised Service Centres is relatively inexpensive and to put that point forward, there is a general check program, which these customers can take advantage off. “We also provide all our customers an option of a lower priced Exchange Part or a brand new part, both of which come with the same warranty, when the need to replace a part or component arises but Exchange Parts are limited to certain parts only,” says Antony. “

Additionally, Volvo Service Centres also boasts highly-skilled mechanics, all of whom have been trained in servicing Volvo Trucks. These mechanics also undergo specific training programs on a regular basis, most of which are designed and based on the requirements of the workshop.

No sooner than we wrap up our conversation with Antony, we learn that work has been completed on Sam’s truck. We meet the driver on the way out, who is clearly refreshed and raring to get back out on the open road. Sam does a quick check on his truck and talks to the service advisor with regards to the work that’s been done on his vehicle.

“Once the truck leaves the workshop, we would have provided all the information regarding the truck to the customer and driver as well as the call centre,” clarifies Antony. Sam chimes in, explaining that it’s a normal practice for him to get a “Happy Call” within a day to find out if he’s happy with the truck and if the problem he initially had with the vehicle prior has been resolved.

“They’re very thorough in what they do,” admits Sam. “In the rare event I do find something wrong with the truck, I’ll ring the call centre number and let them know and, I’ll bring the truck back and the Volvo mechanics will attend to it as soon as possible. And that’s pretty good service in my books.”

YOURVOLVO’STRUCK

SERVICELIFE

CYCLE

Call or email to make an

appointment

Send in Volvo Truck to any

Volvo Authorise Service Center

Sign a form to secure the

truck is in same shape before and after the

service

Customer can enjoy the

facilities in Driver’s Lounge

Positive engagement

toward long term

relationship

Workshop send in quotation

for customer’s approval

Return the truck to the customer

Mechanics service the trucks after

the quotation approved

Mechanics to do post-repair.

service test drive

38 UPTIME # 3/2014

THE BUSINESS

FAST TRACKVolvo Malaysia boosts improved uptime with new Fast Track service.

Fast Track caters to the demands of owners who need minor repairs done to their trucks

In a continuous effort to increase the value of ownership for Volvo trucks, we introduced a Fast Track program, which will help reduce downtime for customers. “We’ve

spoken to customers and recognised the need to introduce this service,” explained Gunasekaran Muthu, General Manager, Central Region Volvo Malaysia Group Trucks Sales & Marketing. “We’ve received feedback that there is a need to reduce time for minor repairs, which is why we’ve introduced this value-added service.

The Fast Track service, which is the first of its kind in the country, was introduced in November 2013 at our main dealership in Shah Alam and it could be introduced to other dealers later on if the pilot program proves successful. The service is available from Monday to Friday from 8.30am to 6pm.

“We want to ensure that our customers are satisfied with our service, which is why the Fast Track service caters to the demands of owners who need minor repairs done to their trucks in the fastest time,” Gunasekaran elaborated. “They can come in rectify the problem and within two hours be back on the road. This also allows us to change the customer’s mind-set that there is a long waiting time for repairs.” Customers can also ensure maximum efficiency in terms of scheduling and driver allocation. There are no extra fees for customers who want to access the Fast Track

service, Gunasekaran explains, but they do have to make an appointment by calling the toll free number two days before. “We will assign a slot as soon as possible as there is a limitation of 16 trucks per day,” he reveals. “All Volvo truck models are welcomed,” he adds. “All they need to do is identify the problem based on the job menu, make an appointment and bring their truck in and we’ll get it back on the road within two hours. With the pre-diagnosis done by the customer, the team is able to pre-determine the parts and tools needed, which efficiently cuts down the time needed to repair truck.”

To ensure the Fast Track service operates efficiently, Volvo Malaysia has assigned a special team, four mechanics, a team leader and service advisor and admin clerk along with four bays, and a designated lane that’s located next to the parts store to facilitate a faster service turnaround. Gunasekaran also reveals that in the event a more severe problem is identified, then we will inform the customer directly regarding this development and the extended time it will take in order to complete the repairs. “The truck will then be moved off the Fast Track lane so that it doesn’t affect the flow of the other trucks in the queue,” added Gunasekaran.

Please call 1300-808-108 to make

an appointment on the Fast Track

Program. For more information, please

log on to www.volvotrucks.com.my

CONVENIENCE