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Business Performance Improvement Resource

BPIR Best Practice ReportVolume 10, Issue 9

Vehicle Fleet Maintenance and Management

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Business Performance Improvement Resourcesupporting your quest for excellence

The TRADE Best Practice Benchmarking Methodology(the latest version is available at BPIR.com)

www.coer.org.nz/apply/trade-best-practice-benchmarking

The International Best Practice Competition and Organisation-Wide Innovation Award(hundreds of best practice award videos and case studies are available at BPIR.com)

www.bestpracticecompetition.com

The Global Benchmarking Award(dozens of benchmarking award videos and case studies are available at BPIR.com)

www.globalbenchmarkingaward.com

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Welcome to BPIR.com’s Best Practice Report series BPIR.com’s best practice reports are designed to provide you with information about best practices relating to a specific business topic. Each of our reports provides a succinct review of the topic, expert opinion, best practice case studies, latest research, benchmarks, and self-assessment resources. Various materials—such as e-books, reports, and infographics—are provided as downloadable links.

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Topics for best practice reports are suggested by our members through our member-only Research Request Service. Since 2002, BPIR.com has produced more than 80 of these reports, all of which are listed below.

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Action Plannin• gActivity Based Managemen• tAwareness & Prevention •

of DiabetesBenchmarkin• gBenchmarking • 2Business Continuity Plannin• gBusiness Excellenc• eBusiness Excellence • 2Business Outsourcin• gCall Centre Representative• sChange Managemen• tCollaborative Tools and •

MethodologiesCompensation Scheme• sCorporate Cultur• eCorporate Governanc• eCorporate Performance •

ManagementCustomer Complaint Resolution • 2Customer Complaints Resolutio• nCustomer Knowledge •

ManagementCustomer Loyalt• yCustomer Loyalty • 2Customer Market Segmentatio• nCustomer Order Managemen• tCustomer Profitability •

ManagementCustomer Satisfaction •

Management Customer Satisfaction Survey• s

Customer Service Excellenc• eCustomer Service Trainin• gCustomer Support and Servic• eDesign Thinkin• gDesign Thinking • 2Diversity Plannin• gDrone• sEmotional Intelligenc• eEmployee Communicatio• nEmployee Developmen• tEmployee Happines• sEmployee Interviewin• gEmployee Motivatio• nEmployee Motivation • 2Employee Onboardin• gEmployee Suggestion Scheme• sEmployee Recognition•Enterprise Risk Managemen• tEthical Business Practice• sExcellence in Local Governmen• tFlexible Work Arrangement• sGreen Supply Chain Managemen• tHealthcare Excellence• Ideas Managemen• tInformation Communication •

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Sector Work and Life Balanc• eWorkplace Conflict Resolutio• nWorkplace Wellnes• s

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Volume 10, Issue 9: Vehicle Fleet Maintenance and Management

The Definition

A vehicle fleet is a group of vehicles used by an organisation for the purposes of work. These vehicles are usually owned or leased by a business (for example, a car rental or bus company) or government entity (for example, a municipal utilities department or the police or fire service). They can include cars, utility vehicles, motorcycles, heavy and industrial-use vehicles, trailers, as well as all forms of aircraft and boats. While vehicle fleet maintenance may appear technical, its primary focus is to ensure an organisation’s vehicles are safe for use and roadworthy.

Fleet management encompasses fleet maintenance, and aims to develop strategies to maximise the life span of a fleet of vehicles. It also governs driver behaviour. Most fleet managers use fleet maintenance or management software to track driver activity, vehicle maintenance details, and to determine ways to optimise their use. This information exchange between a vehicle fleet and a central authority is known as a fleet telematics system.

The StageMaintaining and managing a fleet is an expensive business. Fleet managers of any organisation know that maintaining a fleet of vehicles is demanding, both in terms of capital and operations. Therefore, it is wise to identify best practices that extend the life span of a fleet and keep maintenance costs as low as possible.

A good fleet maintenance and management programme will consider pre-purchase, maintenance and use, and the disposal of each vehicle in the fleet. Key factors in these programmes include safety, the prevention of expensive repairs, the reduction of vehicle downtime, the reduction of equipment use, and the regulation of driver behaviour (such as braking, accelerating or resting). Top-end systems will do all of this, while collecting and analysing real-time data to help managers better organise and, ultimately, make better decisions about their fleet. These top-end systems are expensive; however, they are usually worth the expense, as a dependable software system can save an organisation between 30 to 60 per cent of its costs per year.

If the vehicle fleet is part of an organisation’s core business, then deciding on how much to invest in software and systems is obviously a significant decision. Regardless of the type of vehicle, capital and running costs are likely to continue increasing. Therefore, fleet managers need to ensure the life-cycle of their fleet is optimised – and not just in the short-term.

In This Report…

1. What is “vehicle fleet maintenance and management”?2. Which organisations have received recognition for excellence in vehicle fleet maintenance and management?3. How have organisations reached high levels of success in vehicle fleet maintenance and management?4. What research has been undertaken into vehicle fleet maintenance and management?5. What tools and methods are used to achieve high levels of success in vehicle fleet maintenance and management?6. How can vehicle fleet maintenance and management be measured?7. What do business leaders say about vehicle fleet maintenance and management?8. Conclusion

Author: Dr Alan Samuel, BPIR.com Limited Editor: Dr Robin Mann, Centre for Organisational Excellence Research Editor: Michael Adams, Thingwall Communications (Canada).

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1. What is “vehicle fleet maintenance and management”? 1.1 The Importance of Fleet MaintenanceSource: Track Your Truck, United States (date of information: 2016)Link: Importance of Vehicle Maintenance Application/Key learning points: In the day-to-day operations of your company’s fleet, maintenance is easy to overlook. This article, presented in a practical manner and in layman’s terms, tells you the clear benefits of maintaining your fleet. If you are not properly maintaining your vehicles, your company’s productivity will suffer. Prioritise maintenance and upkeep, and you will save money, decrease risk, reduce downtime, maintain a professional image, and be in a position to take advantage of system software.

1.2 Why Fleet Maintenance and Management Is ImportantSource: AUTOsist, United States (date of information: 2017)Link: Why Fleet Maintenance and Management Is Important Application/Key learning points: This is a good article explaining the main ingredients of maintaining your vehicle fleet in an effective manner. It explains how the use of technology can simplify and ease the entire process, especially if your fleet size is increasing. Fleet maintenance helps not only in the short term with the upkeep of your files, it also saves you a lot of money in the long run.

1.3 Fleet Maintenance and Management SoftwareSource: Manwinwin, Portugal (date of information: 2012)Link (video): Fleet Maintenance and Management SoftwareApplication/Key learning points: Learn the basics of fleet management and maintenance through this four-minute video. Cost control, running records, fuel consumption, vehicle maintenance alerts, history, spare parts and lubricants, and vehicle documentation are what you need for day-to-day planning and control of your fleet.

1.4 Fleet Management Using a Tracking SystemSource: Mobile Tracking and Consulting Services, United States (date of information: 2014)Link (video): Fleet Management System Application/Key learning points: This three-minute video explains why the behaviour of your fleet operators can have a huge impact on your maintenance costs. Tracking systems can help you measure what you cannot see, and enable you to find out immediately what your employees are doing with your vehicles. Inefficient routes, excessive speed alerts, and idling can be greatly reduced with software systems, which can be accessed from your mobile device 24/7. This form of preventative maintenance can significantly extend the life of your fleet.

“If you don’t understand how to run an efficient operation, new machinery will just give you new problems of operation

and maintenance. The sure way to increase productivity is to better administrate man and machine.”

—W. Edwards Deming, American engineer andmanagement consultant

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2. Which organisations have received recognition for excellence in vehicle fleet maintenance and management? 2.1 Examples of Vehicle Fleet Maintenance and Management AwardsSources & Links:

Fleet Europe Summit Award• s, EuropeJIPM Total Productivity Maintenance Awar• d, JapanEECA Transport Award• s, New Zealand The 100 Best Fleets in the America• s, Pan-Americas ExpertEye Award• s, SwitzerlandCommercial Fleet Award• s, United KingdomAutomotive Fleet Leasing Association Conference Award• s, United States Top 20 Public Sector Leading Fleets Awar• d, United States

Application/Key learning points: These are examples of vehicle fleet maintenance and management awards from around the globe. You will be able to learn about some of the world’s best organisations from these links, and read about what makes them exceptional. Award winners are usually excellent organisations to contact and from which to learn.

2.2 Frost & Sullivan European Fleet Telematics Company of the Year AwardSource: Frost & Sullivan, United Kingdom (date of information: 2016)Link: TomTom Telematics Award Write Up Application/Key learning points: There are two main things we can take from this write up. Firstly, we find out just how competitive the telematics market is, and how TomTom ended up winning this highly acclaimed award against other competitors in Europe. Secondly, the write up details the significance of the award and the two key benchmarking factors (vision innovation and performance, and customer impact), which are broken down into various criteria and explained.

2.3 Top Fleet Maintenance Software Source: Software Advice, New Zealand (date of information: 2017)Link: Fleet Maintenance Software Guide Application/Key learning points: Software Advice is a reputable company that compares products and ranks them according to user ratings, price, variety of platforms, deployment, and business size. Fleet maintenance software can cater to organisations with a large or small fleet of vehicles. This is a good starting point for anyone wanting to make an informed decision on the most suitable software for their organisation. The recommendations, based on 63 reviews, can be found at the bottom of the web page.

“Fleet management is all about business management, with every business component, including finance,

legal, technology, and much more. Don’t be dogmatic and fleet-centric, but think about options to provide the

most effective services to customers.”—Frederick Chun, Fleet manager, City of Tacoma,

Washington State

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3. How have organisations reached high levels of success in vehicle fleet maintenance and management? 3.1 Motor Age Magazine’s Top Shop: Pellman’s Automotive ServiceSource: Pellman’s Automotive, United States (date of information: 2014)Link: Pellman’s Automotive Service: Numero Uno! Application/Key learning points: Pellman’s Automotive Service is a small auto shop in Boulder, Colorado. The shop has had an outstanding track record since 2010, winning multiple awards regionally and nationally. This article explains why Motor Age magazine named Pellman’s the best automotive shop in the United States. In addition to its core function of automotive service, Pellman’s also excels in many areas such as employee development, the work environment, and communication.

3.2 Top 100 Fleet Programme Winners Source: Government Fleet, United States (date of information: 2017)Link: Get to Know the 2017 Leading Fleets Application/Key learning points: The Leading Fleets awards programme recognises public sector fleet organisations in the United States for their leadership, efficiency, ability to successfully overcome challenges, and visions for the future.

Small Fleet (499 or Fewer Assets): Dakota County, MinnesotaTasked with managing 280 units from the police and transportation departments, the team won its award for leadership, communication, and internal ideas management. Dakota County’s current initiative includes pilot testing hybrid vehicles to determine potential efficiency gains.

Mid-Size Fleet (500-999 Assets): City of Greenville, South CarolinaTasked with managing 731 units form the public works organisation and elsewhere, the team has instituted incentive pay for technician certifications, tuition reimbursement, and paid training for its employees and internal ideas management. The City of Greenville’s current initiative includes developing training videos – and using its own staff to star in them.

Large Fleet (1,000 or More Assets): San Bernardino County, California With more than 20,000 square miles to cover, San Bernardino County’s Fleet Management Department faces a unique set of challenges. Its staff maintain or support some 6,000 vehicles, 100 fuel tanks, and six service centres, five of which are located hundreds of miles from its headquarters. The territory includes snowy mountains and vast stretches of sandy desert. It is the single largest county in the contiguous United States, bigger than the four smallest states combined. The fleet was challenged with supporting two fire disasters, one covering 8,100 acres and the other covering 36,000 acres. It carried out existing policies and procedures, and all staff and equipment performed above expected levels.

3.3 The Top 20 Public Sector Fleet Winner Source: Government Fleet, United States (date of information: 2016)Link: Fleet Manager of the Year: Montgomery County, MarylandApplication/Key learning points: The head of Fleet Management Services in Montgomery County, Maryland, was named 2015 Manager of the Year for the department’s cost-effective and efficient operations, high-performing teams, and customer satisfaction. Among its achievements were increased vehicle reliability; increased preventive maintenance compliance; balancing the fleet replacement fund; and, improved use of the motor pool programme. This gave some impressive statistics: improved employee skills resulted in a 26 per cent increase in reliability, a 98 per cent preventive maintenance compliance rate, a 27 per cent decrease in downtime, and an 8 per cent decrease in cents per mile. The article provides good information on how these were achieved.

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3.4 Commercial Fleet Award Winner Source: Commercial Fleet Awards, United Kingdom (date of information: 2017)Link: Case Study: Gateshead Council Application/Key learning points: Gateshead Council won the prestigious Commercial Fleet of the year award in the United Kingdom’s public sector. It demonstrated best practices in training and driver awareness. The outcome of its proactive approach has reduced fleet mileage by a third. In addition to educating council staff on how to save on mileage, it has significantly increased the use of hybrids and electric vehicles, which require much less maintenance than conventional vehicles.

3.5 Transport Award Winner Source: Energy Efficiency and Conservation Authority (EECA), New Zealand (date of information: 2015)Download (PDF): EECA Transport Awards: BP Oil Application/Key learning points: BP Oil has received top accolades from the EECA for its fuel saving practice within New Zealand (see p. 28). This practice, along with a key action plan in training, communication, vehicle maintenance, and aerodynamics, as well as data management, has improved fleet management. Cost savings and reductions in CO2 emissions have been clear positive impacts of the programme.

3.6 Automotive Fleet Manager of the Year Source: Automotive Fleet, United States (date of information: 2017)Link: Automotive Fleet Manager of The Year: Mondelez International Application/Key learning points: Mondelez International won the Fleet Manager of the Year award for 2017. One of its greatest achievements has been a global cost-cutting initiative that resulted in a 21 per cent reduction in fleet spending from 2015 to 2016. The reduction was a combination of the organisation’s acquisition process, policy changes, and continuous savings initiative. The company is keenly aware of the next generation of autonomous and electric vehicles, and looks forward to bringing its fleet to the next level of excellence.

3.7 Total Productive Maintenance Excellence Award WinnerSource: Japan Institute of Plant Maintenance, Japan (date of information: 2017)Link: Total Productive Maintenance (TPM) Excellence Award Winner – WABCO India Application/Key learning points: WABCO India, a leading global supplier of technologies and services that improve the safety, efficiency and connectivity of commercial vehicles, won the TPM Excellence Award for its lean manufacturing plant, which specialises in braking and innovative control technologies. Established in 1964 by the Japan Institute of Plant Maintenance, the TPM Excellence Award rigorously evaluates a company-wide commitment to sustain superlative production capabilities and world-class quality standards. WABCO has been an industry-lead and benchmark for technology and services to safer, more efficient, and interconnected commercial vehicles.

“Always be careful when implementing changes to the fleet structure. You may think you are fixing a problem or doing

someone a favour today, but without proper analysis of the fleet’s history, the agency’s culture, and future goals, you may be just kicking the problem down the road or creating a new

problem that will show up later.”—Paul Hanson, Director, Minnesota Department of

Administration, Services Fleet and Surplus

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4. What research has been undertaken into vehicle fleet maintenance and management? 4.1 Electric Vehicle Capitals of the World Source: International Council on Clean Transportation, International (date of information: 2017)Download (PDF): Electric Vehicle Capitals of the World Application/Key learning points: With more than 2 million electric vehicles existing around the world, it seems clear that this is the future of automobiles. Electric vehicles reduce greenhouse gas emissions, improve air quality, and lessen dependence on oil, enabling a transition to renewable energy and sustainable transportation. They also have less maintenance requirements than conventional vehicles. This comprehensive 57-page report explains how, in 14 countries, government and transportation companies are converting their entire conventional fleets to electric vehicles. Find out how these metropolitan areas are making operational and infrastructure changes to support large fleets of electric vehicles.

4.2 The Origin and History of Global Fleet Management Source: Business Fleet, United States (date of information: 2017)Download (PDF): The Origin and History of Global Fleet Management Application/Key learning points: Multinational corporations have operated vehicle fleets around the world since the 1950s; however, these country-specific fleets were typically managed independently by a country manager, often with little oversight at the corporate headquarters. This fascinating 12-page article on the history of global fleet management underscores the formation of the European Union in 1992, and the accompanying surge of fleet management companies across Europe and the world. With this came treaties, agreements, standards and advisory boards to discuss multi-faceted issues such as procurement, plant operations, quality, and technology. Since 2016, a Global Fleet Networking Consortium comprising many national fleet associations and operators has been established. This is a great network to tap into for the latest thinking on global fleet management.

4.3 Vehicle Inspection and Maintenance in Asia: Status and Challenges Source: Clean Air Asia, Philippines (date of information: 2016)Download (PDF): Vehicle Inspection & Maintenance in Asia: Status and Challenges 2016Application/Key learning points: This comprehensive 44-page study of 12 Asian countries and regions deals with their institutional frameworks, policies, and practices relating to vehicle inspection and maintenance. Of particular interest is the topic of emission standards, and how fleet managers can help regulate and improve the current situation by recognising the need to abide by fuel standards, maintain fuel efficiency, and design an effective inspection and maintenance system. It is interesting to note the challenges faced by some of the emerging economies and most populous nations in the world.

4.4 The Future of Telematics in Fleet ManagementSource: iTracking, United Kingdom (date of information: 2017)Download (PDF): The Future of Telematics in Fleet Management Application/Key learning points: This forward-looking article outlines the latest trends in fleet management and telematics; it is sure to set you thinking. The advent of autonomous vehicles and integrated systems will have a big impact on how fleet managers plan. The potential for telematics to have a significant role in the future is enormous, and the need to monitor and maintain vehicle safety in the early fleets of driverless vehicles will be just as big. The article argues how the telematics industry will take centre stage in identifying faults and fixing them.

4.5 Operational Fleet Management Plan 2015-2020Source: Australia Energy Regulator, Australia (date of information: 2016)Download (PDF): Operational Fleet Management PlanApplication/Key learning points: This 22-page paper is well structured, and outlines how Tasmanian Networks in Australia plans to manage its fleet and associated assets. The flow chart on p. 6 summarises the entire process, showing how it maintains close to 700 vehicles of varying types. The paper also describes the expected life span, disposal and re-acquisition of new vehicles, thus completing the entire life-cycle of the fleet.

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5. What tools and methods are used to achieve high levels of success in vehicle fleet maintenance and management?

5.1 Warrensburg Collision Lean: Two-Second ImprovementsSource: Warrensburg Collision, United States (date of information: 2015)Link (video): Warrensburg Collision Lean: Ryan’s Toolbox Kaizen Two-Second Lean Application/Key learning points: Kaizen is an approach to creating continuous improvement based on the idea that small, ongoing positive changes can bring about major improvements. You should never underestimate the impact of small improvements in a large workshop, especially when almost every worker can take advantage of them. This video shows exactly how Kaizen can be applied to a car workshop tools cart. The outcomes of these small changes are increased efficiency and productivity.

5.2 Innovative Process Improvement to Transform Your Operation Source: Truckinginfo, United States (date of information: 2015)Download (PDF): How to Create Innovative Process Improvement to Transform your Operation Application/Key learning points: Kathy Merrill, a lean leadership expert, demonstrates all the steps needed to achieve outstanding results in a Public Works department. You will found out how the queues for repairs went down from 20 days to less than one day, how mechanics’ productivity increased by 45 per cent, and how significant savings were made to costs. The document is a slide presentation showing the necessary process mapping steps taken to improve the auto shop. With each step, the real-life application of what happened is documented, with process maps, photos of people in action, and other documents. This makes the presentation easy to digest and learn from. 5.3 Telematics: Condition-Based MaintenanceSources: Entrepreneur, Automotive Fleet United States (date of information: 2015)Link1: How Telematics Has Completely Revolutionised the Management of Fleet VehiclesLink 2: How to Increase Fleet Productivity Application/Key learning points: Telematics is a general term referring to any device that merges telecommunications and informatics. By using telematics for predictive maintenance, UPS, an American multinational package delivery and supply chain management company, was able to reduce its maintenance costs by half, improve the reliability of its vehicles, and reduce fuel usage by almost 50 per cent. Before adopting telematics, UPS would budget for oil, tyres, brakes, and other fluids at regular intervals, regardless of wear. With telematics tracking, it guaranteed vehicles would keep running for longer until it was time for servicing. This improved the reliability of the vehicles, despite them getting less individual attention.

5.4 Estimated Work TimesSource: MOTOR, United States (date of information: 2017)Link: Ratchet+Wrench Shop Performance Survey Application/Key learning points: This is a reliable site for accurate estimates of work times for common vehicle maintenance jobs across the industry. MOTOR has set the industry standard for these labour times. Use this guide to compare common tasks with the standards, or to generate quotations for customers. Other alternatives for standard repair time databases are:

Boyce’s Autolibrar• y, AustraliaAuto Labor Expert• s, United StatesMitchell • 1, United States

“The expectation of life depends upon diligence; the mechanic

that would perfect his work must first sharpen his tools.” —Confucius

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5.5 Fleet Management PolicySource: Overstrand Municipality, South Africa (date of information: 2013)Download (PDF): Fleet Management Policy Application/Key learning points: This is a brief but useful 13-page universal policy document for all fleet vehicles used in Overstrand Municipality in South Africa. It provides good coverage of all aspects of vehicle maintenance and garaging needs, including driver behaviour.

5.6 Fleet Management PolicySource: EQSTRA Fleet Management, South Africa (date of information: 2014)Download (PDF): Optimal Replacement CycleApplication/Key learning points: Many organisations think that depreciation is the only consideration required to determine the replacement cycle of their fleet. This paper highlights five other key considerations for each class of vehicle in your fleet. Each of these considerations has formulae so you can calculate elements and achieve the optimal result.

5.7 Fleet Management Hottest Topics DiscussedSource: Merchants Fleet, United States (date of information: 2017)Link (videos): Fleetcast Application/Key learning points: This is an excellent place to learn from experts about fleet maintenance and management. Topics include buyers’ guides, fleet life-cycles, best practices on sustainability, how to use big data, fuel management programmes, green fleet initiatives, telematics, and tyre maintenance.

“Don’t be too proud to ask for help. The fleet industryhas some of the greatest (and most helpful)people. They share their knowledge freely,

and you can learn from their mistakes. Find people at fleet conferences and pick their brains.

Also find someone locally who can mentor you and maybe even do a walkthrough of your facility. Another set of eyes is critical. If you are a seasoned

fleet manager, mentor someone.” —Marilyn Rawlings Fleet manager, Lee County Fleet

Management, Florida

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6. How can vehicle fleet maintenance and management be measured? 6.1 Metrics and Key Performance Indicators for Vehicle Effectiveness and PerformanceSource: Modern Work Truck Solutions, United States (date of information: 2016)Link: Metrics and KPIs for Vehicle Effectiveness and Performance Application/Key learning points: Taking a snapshot of how your fleet is currently performing is critical to planning for the future. This article provides a quick run-down of various fundamental financial and technical metrics you should track on a monthly basis. It will help you to recognise whether your fleet management is really improving or not.

6.2 Measuring Fleet EffectivenessSource: Business Fleet, United States (date of information: 2017)Link: How to Measure Fleet Effectiveness Application/Key learning points: Today, we take it for granted that the information we need to measure the effectiveness of fleets is readily available. But what you do with the data can make a huge difference to your savings. The author of this article suggests analysing the big picture using three buckets: ownership, operating, and support. However, analysis is a big job and not every company has the time or resources to crunch the numbers, and interpret their meaning. Another important area is benchmarking against best practices of measurement within the right context. At the end of the day, management will want proof that the current performance is effective and efficient in order for them to support your future plans.

6.3 Useful Key Performance Indicators for MaintenanceSource: Plant Wellness Way, Australia (date of information: 2014)Download (PDF): Useful Key Performance Indicators for Maintenance Application/Key learning points: The strength of this eight-page paper is its purpose-driven and scientific approach to using key performance indicators. In other words, the indicators you choose should not be only to should not only present information but clearly align to a target area and be actionable. There are suggestions for key performance indicators at the corporate, site, department, and individual levels, and many examples of key performance indicators that target specific areas of interest.

6.4 Fleet Management Good Practice Guide with Self-Assessment Tools Source: Wales Audit Office, United Kingdom (date of information: 2014)Download (PDF): Fleet Management Good Practice Guide Application/Key learning points: This is an all-encompassing 37-page guide for government agencies to manage vehicle fleets from procurement to disposal. There is a section on “must-have” key performance indicators, as well as a set of self-assessment tools for management and fleet managers at the end of document. The guide is well structured, easy to read, and useful for public and private organisations alike.

6.5 Fleet Maintenance from the Operational Perspective Source: Truckinginfo, United States (date of information: 2017)Link: Top 10 KPIs Every Fleet Manager Should Track Download (PDF): Fleet Maintenance from the Operational Perspective Application/Key learning points: The link takes you to a list of key performance indicators that every fleet manager should track, while the PDF offers a slightly different perspective in that it emphasises the selection and acquisition of equipment for your maintenance needs. It gives you a breakdown of the many available types of maintenance and a complete set of operational key performance indicators to measure your performance. It is also highly strategic in its outlook so you can compare the before and after picture and investment returns in the longer term.

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7. What do business leaders say about vehicle fleet maintenance and management? “If you don’t understand how to run an efficient operation, new machinery will just give you new problems of operation and maintenance. The sure way to increase productivity is to better administrate man and machine.” —W. Edwards Deming, American engineer and management consultant

“Always be careful when implementing changes to the fleet structure. You may think you are fixing a problem or doing someone a favour today, but without proper analysis of the fleet’s history, the agency’s culture, and future goals, you may be just kicking the problem down the road or creating a new problem that will show up later.”—Paul Hanson, Director, Minnesota Department of Administration, Services Fleet and Surplus

“Better spend time working hard to maintain your good habits because you may look for time to recover it but to no avail!” —Israelmore Ayivor, Ghanaian inspirational writer, from The Great Hand Book of Quotes

“Be open to new ideas and think beyond the fleet. Be educated and become knowledgeable about all other aspects of your agency’s work. Fleet management is all about business management, with every business component, including finance, legal, technology, and much more. Don’t be dogmatic and fleet-centric, but think about options to provide the most effective services to customers.”—Frederick Chun, Fleet manager, City of Tacoma, Washington State

“Don’t be too proud to ask for help. The fleet industry has some of the greatest (and most helpful) people. They share their knowledge freely, and you can learn from their mistakes. Find people at fleet conferences and pick their brains. Also find someone locally who can mentor you and maybe even do a walkthrough of your facility. Another set of eyes is critical. If you are a seasoned fleet manager, mentor someone.” —Marilyn Rawlings Fleet manager, Lee County Fleet Management, Florida

“The expectation of life depends upon diligence; the mechanic that would perfect his work must first sharpen his tools.” —Confucius, Chinese philosopher

ConclusionMaintaining and managing your fleet is an unavoidable step for every organisation that uses vehicles as part of its business model. From fire departments to the postal service, from long-distance trucks to municipal street cleaners, every organisation with a vehicle needs to ensure its fleet is operational, cost-effective, and able to provide the service for which it was intended. The importance of vehicle maintenance and management should never be underestimated (see section 1.2).

Many organisations now use telematics to track their vehicles and find economies of time and money: this can, of course, also give early warning of problems with vehicles (2.2). Organisations both large and small (3.1) have found ways of improving their fleet performance. In extreme cases, such as the California wildfires (3.2), the high performance of a fleet may be a matter of life or death.

As we move towards a future of electric and driverless vehicles, the importance of telematics in fleet management will only increase (4.4). You will find best practices from the Wales Audit Office (6.4) and invaluable key performance indicators throughout section 6. And if you have any further question, don’t forget that we at BPIR.com are here to help.

Disclaimer: Recent information has been included in this report to ensure our readers are kept up to date with the latest research; where possible, permanent links have been provided. At the time of publishing, all links are live. We apologise in advance for any broken links that might occur after publication due to matters beyond our control.

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We hope you have enjoyed this latest BPIR.com Best Practice Report.

Since 2002, BPIR.com Best Practice Reports have been at the cutting-edgeof business performance improvement research. Our international team ofresearchers examine the latest trends and results from across the globe,and collate them into a short, easy-to-read digest. Our aim is to eliminatethe jargon and give concrete examples of how the latest trendsare actually working out for business leaders around the world.

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