The Global UD Customer Magazine #02 2013

ANSWERING THE CALL: INTRODUCING QUESTER P10 P20 P22 Delivering bread in The Japanese way of The story behind the Trinidad & Tobago making things Quon cab Go out for a run. With tons of cargo on your back.

Discover a with endurance like a long-distance runner. The new heavy-duty hero Quester gets the job done efficiently and reliably. With versatility and carrying capacity for any type of mission, it cuts your costs and maximises your uptime. Get ready, set and go at udtrucks.com

Quester. Made to go the extra mile.

291-0053_UD_P9103_Ad_ROADS_210x297.indd 1 2013-07-11 16:24 #02 | 2 013

04 Cover Story Go out for a run. Introducing Quester UD Trucks introduces Quester, a new heavy-duty truck range for South East Asia’s growth markets designed With tons of cargo to maximize fuel economy and uptime. 10 Feature Story Striking the perfect balance From Bakery to Basket: Tasty Trails in on your back. Trinidad and Tobago y now it is clear that 2013 is a very exciting On the islands of Trinidad and Tobago, bread is a year for UD Trucks. At a time when so much is daily staple. Kiss Baking relies increasingly on its UD trucks to get the job done. Bgoing on around the globe, it is my pleasure to be able to address all of our customers by way of an Feature Story introduction to this issue of Roads. 14 As part of our ongoing efforts to keep pace with A Day in the Life of a UD Mechanic the needs of interconnected markets around the world For Toshihide Hiranishi, a UD mechanic in through innovation and evolution, we are very proud to Kanazawa Prefecture, Japan, a variety of unique announce the introduction in Thailand, Indonesia and challenges mean that no two days are alike. Malaysia of a new heavy-duty truck, Quester, which you can read about in this issue. 16 Feature Story Part of my job here at UD is to oversee the development The Milkman Cometh of new products such as Quester. Based on the Clover, South Africa’s largest dairy company, Roads is published understanding that our customers’ needs are the engine uses UD trucks to navigate the logistical hurdles three times per year by of our business, we invest in research on the real-world of transporting milk from farm to shop. UD Trucks Corporation conditions in which our trucks operate. udtrucks.com If I had to sum up our goal in one word, it would be 20 Tradition Publisher “balance.” We strive to deliver a product that satisfies your Per Sundström Monozukuri – An Old Word that needs at a competitive price, with the same durability and Per.Sundstrom@.com Keeps Up with the Times Tel: +81-48-726-7601 reliability that has become synonymous with UD Trucks The Japanese approach to making things Editorial Production worldwide. is evident in everything from cooking and Next Inc. The result is the mature and diverse range of products traditional crafts to modern robotics, and [email protected] indeed, trucks. www.nextinc.com that we are proud to offer today. Much like this issue of Tel: +81-3-6436-4270 Roads, I can truly say we have something for everyone. Editor-in-Chief In this issue you can also find two profiles of happy UD 22 Engineering Kjell Fornander customers, read about a day in the life of a UD mechanic, Executive Editor Making the Perfect Quon Cab Tyler Rothmar and learn about monozukuri, the Japanese attitude Kunihisa Shimura, chief cab engineer at UD toward aesthetics and production. Art Director Trucks, talks about attention to detail and why Koichi Asano With that, I would like to bid you happy reading! the Quon cab is more than the sum of its parts. Production Manager Kazumi Umezawa

Printed in Japan

Taizo Matsuo Vice President UD Trucks Product Management

Contributors to this issue: Torbjörn Selander David Agren Tony McNicol Based in Cape Town, South David Agren is a Mexico Based in , Tony Discover a truck with endurance like a long-distance runner. Africa, Torbjörn Selander City-based freelance McNicol is a writer, editor The new heavy-duty hero Quester gets the job done efficiently is a photojournalist and journalist who has written and photographer who contributor to publications for USA TODAY, The New has written widely for and reliably. With versatility and carrying capacity for any in the region, Europe and the York Times and other publications in Japan and type of mission, it cuts your costs and maximises your uptime. United States. publications. globally. Get ready, set and go at udtrucks.com

Quester. Made to go the extra mile.

Cover photograph: Gerhard Jörén

291-0053_UD_P9103_Ad_ROADS_210x297.indd 1 2013-07-11 16:24 Introducing Quester

Moving Forward UD Trucks takes a bold step into Asia’s growth markets on August 26, 2013, with the release in Bangkok, Thailand, of Quester, a versatile heavy-duty truck. Made to Japanese quality standards using Quester draws on more global technology, Quester can be tailored than 70 years of history and quality engineering. Read to any segment or task, from mining and more about its genesis and the construction to long hauling. Durable thinking behind it on page 9. and reliable, Quester has been designed from the ground up with the needs of the customer in mind. Locally sourced and manufactured, Quester addresses the needs of operators in growth markets by striking a balance between high average speeds and good fuel consumption. With combined knowledge from Japan’s UD Trucks and the Quester is available in Volvo Group’s global resources, Quester is an unprecedented array of affordable, robust, adaptable and slated for configurations and is highly released in major Asian markets. customizable. Learn more about “With the combination of the new the right combination for your business on page 6. product range and investments in the network to better serve our customers, we believe that we obtain a much better position in such competitive markets”, says Taizo Matsuo, vice president of UD Trucks Product Management.

More Than Just a Truck The purchase of a Quester buys more than just excellent vehicle technology. UD Trucks’ telematics system is configured for breakdown assistance, preventive maintenance analysis and corrective service scheduling. Combined with UD aftermarket support focused on maximizing fuel efficiency, minimizing operation costs and extending uptime, this means a support team is ready at all times to help a Quester truck, no matter where or when it might experience trouble. Quester production for South East Asia is set for the third quarter of 2013 at the Thai Swedish Assembly plant in Bangkok, Thailand, and Quester is set to be manufactured in China and India for their respective markets in the near future.

04 #02 | 2013 Cover Story

Introducing QuesterText: Tyler Rothmar

Quester is carefully made using the Volvo Group production system. Find out more about how UD Trucks successfully exported Japanese quality and attention to detail on page 8.

Quester has a host of new features designed to minimize fuel consumption and maximize uptime. Read more about these and other money- saving features on page 7.

Learn more about Quester’s aerodynamic cab design and the symbol that connects it to UD’s past on page 9.

#02 | 2013 05 A Truck Range for Any Task For UD Trucks and the Volvo Group, Quester represents the opening move of a strategy to expand into growth markets across Asia. It was clear from the early stages that the key to this strategy—which the Quester range exemplifies—is adaptability.

hen we began developing Quester, we knew it would have to cover all growth markets,” says Taizo Matsuo, vice president of UD Trucks Product Management. “This means we had to “Theoretically, prepare a very diverse product line.” Indeed, “diverse” hardly begins any kind of combination to describe it. For starters, the new is possible.” Quester is available in seven different Taizo Matsuo, Vice President of UD Trucks configurations, ranging from 4x2 to 8x4. Product Management “This is a first, not only for UD Trucks, but for any Japanese company, to introduce all configurations at the same time,” Matsuo says. The truck is also totally customizable, with myriad options that make it an attractive choice for everything from long hauling to distribution, mining and construction. The spectrum ranges from big choices like engine, axle/wheel configuration and gearbox type, to small, such as the thickness of the steel on the side rail. There is also the choice of either a standard cab or one with a high roof for long hauls. “Theoretically, any kind of combination is possible,” Matsuo says. “It depends on the uses in various markets. So we’ve prepared many puzzle pieces. How to mix and 01 match them will depend on the market’s requirements.” There are two engine choices, the 8-liter manufacturer to offer hub reduction axles. 01. Quester’s tilted cab, with engine GH8E and the 11-liter GH11E, each available Two of the configurations have optional exposed. The roof hatch doubles as an escape route in case of accident or fire. in three to four different horsepowers, bogie lifting axles, which help to maximize depending on the configuration. “Each fuel consumption and tire life. 02. The real-time Fuel Coaching System helps drivers to capitalize on engine country has its own regulations for “Simply put, developing this truck efficiency while using less fuel. emissions, weight, noise, safety and so has been the ultimate balancing puzzle on. So we have tried to cover the many between performance and cost,” Matsuo variations that might be in demand,” says. The challenge has been to keep costs Matsuo explains. down, while “retaining the quality that UD There are also three kinds of gearbox— Trucks is known for.” six, nine and 12 speed. The wheelbase The team at UD Trucks is convinced that can be tailored to the customer’s needs Quester is the solution to that puzzle. The within a range of 3.2 meters to 5.6 meters. result is a sturdy, reliable and extremely For heavy and off-road applications, versatile truck that is ready for the variety of Quester is the first truck from a Japanese challenges that customers face.

06 #02 | 2013 Cover Story Keeping an Eye on the Customer’s Bottom Line All of Quester’s features were designed with the same goal in mind: to give the customer a truck of solid quality that stays on the road, where it should be, at minimal cost. Quester is the embodiment of the UD Trucks brand promise, “Going the Extra Mile.”

The one thing that is we have on offer,” says Sinclair, referring on the fuel consumption than components common among all to a number of features aimed at realizing and drivelines. The driver can influence the operators around the the best possible performance in these two fuel consumption by up to 30 percent, so if world is they all feel areas. we can help to train them to be better, we they’re paying too First is a new Fuel Coaching System can save the customers on fuel,” Sinclair much for fuel,” says Product Management located in the truck’s information display. says. To compliment this hardware, Quester Director Ian Sinclair. “With Quester, we’ll An on-board computer runs a constant comes with “software” in the form of a save you money when you’re on the road, analysis on the engine’s performance and professional driver training program. and keep you there as long as possible.” gives the driver instant feedback on when On the issue of uptime, engineers and Quester was designed specifically to to shift up or down to home in on the so- designers at UD Trucks have attacked optimize fuel efficiency and uptime. called sweet spot, or the optimal revolution potential problems from multiple angles. “We’re very confident that we’ll be range that uses the least amount of fuel. Both engine options feature Volvo Group able to capture the imagination “We noticed over many years that the technology, which means less frequent oil of the market with the product driver actually has much more influence changes for most applications. The 11-liter GH11E engine also features an optional UD Extra Engine Brake “that will save us on 02 brake maintenance, because we’re able to use the engine “We’re itching to roll Quester out for the to brake the truck, not just the wheel brakes all the customers, because we’re sure that they’re time,” Sinclair notes. going to be very pleased with what they see.” There is also a new system in the driver information Ian Sinclair, Product Management Director display that gives advance warning when regular maintenance is needed, allowing for the planning of vehicle downtime, thereby maximizing uptime. When it comes to the issue of reliability and durability, it’s in everyone’s interest to invest in the cab, due to the correlation between strength and safety. “The Quester cab complies to the European ECE R29 cab crash standard, which means it’s strong enough to stand up to those rough roads, heavy loads or whatever stresses and strains you want to put on it,” Sinclair says. This strength, of course, means increased safety for the driver. “This truck has gone through both European and Japanese product development testing and standards, so it has been tested to the highest and most difficult standards that are in the industry today,” Sinclair adds. “We’re itching to roll Quester out for the customers, because we’re sure that they’re going to be very pleased with what they see.”

#02 | 2013 07 Exporting Japanese Craftsmanship Senior Vice President of Asian manufacturing Kyoji Funatsumaru was responsible for setting up Quester production at the Thai Swedish Assembly plant. He sat down with Roads to discuss how he and his team successfully exported Japanese production values to Thailand to make Quester a reality.

01. Quester production at the Thai Swedish Assembly plant, part of the 01 Volvo Group’s global production system, located in Samut Prakarn, an eastern suburb of Greater Bangkok. [Photo: Gerhard Jörén]

R: From a Japanese perspective, what is important for manufacturing? F: Japanese quality comes from the design of manufacturing and shokiryudo activities, from the quality control plan, and of course from gemba spirit. This is the baseline for everything. Also, in my experience, the foreman is a very important person. It may sound strange, but my first teacher was a foreman. He was a very good person. When I was a newcomer, I spoke with him in his office on Roads: Please tell us a bit about how is a very famous word in the manufacturing the shop floor everyday and he taught me Quester is made. world. It’s Japanese for “improvement,” a many things. It was the foundation of my Kyoji Funatsumaru: mindset of always making improvements. career. If I didn’t experience that, I probably Of course now, we wouldn’t be here right now. I think the are using the Volvo R: What other steps were taken to foreman is the heart of manufacturing. Production System, ensure high-quality manufacturing at It’s important that workers learn through which was influenced the Thai plant? on-job training. It’s the most efficient way by the UD Production F: To keep the workshop clean and develop to learn a lean manufacturing spirit. For System when UD skilled personnel, the five Ss and Ws are this reason, I made plans to send Japanese joined the Volvo very important. In English the five Ss are: foremen to the Thai factory, and foremen Group. In order to sort, set in order, systematic cleaning, from there also visited the Japanese plant in realize an efficient, Kyoji Funatsumaru standardize and sustain. The five Ws refer , Saitama. effective and lean to the practice of always asking “why” until manufacturing system at the Thai plant, the root cause of a problem is found. R: How is the Japanese way of we decided to introduce the Volvo and UD We also use a system called Quick Response production transmitted to the workers Production Systems to its assembly line. Quality Control. If anyone detects a defect, at Thai Swedish Assembly? they can discuss it with the management on a F: We have a special training and evaluation R: What did that process involve? daily basis to solve it quickly. system. First, we train newcomers at a F: From a Japanese perspective, the core of Additionally, in anticipation of Quester training center called a dojo in Japanese. the system is people. The foreman and the production, we have been implementing There they learn basic skills, like how to operators play key roles. The most important shokiryudo activities. In English it means handle parts, tighten bolts and avoid injury. factor is not the hardware, but the software, the Initial Quality Control Plan, which Then they go to the assembly line, where meaning the people. ensures speed and attention to detail in the foreman trains them in kata, or the The kaizen mindset is very important. This manufacturing. form, the standard operating procedure. They are evaluated, and when they are “ My first teacher was a foreman. I think ready, they graduate. the foreman is the heart of manufacturing.” R: It sounds like martial arts training. Senior Vice President Kyoji Funatsumaru F: Yes, exactly. It is not so different.

08 #02 | 2013 Cover Story An Asian Odyssey Range Director Patrick Trombert and UD Trucks Global Brand Senior Vice President Loic Mellinand are two people who have ushered Quester from its early conceptual stages into reality. Both men took time out with Roads to explain the process and why Quester has been so revolutionary.

he story of Quester’s genesis begins just after the Volvo Group 01 acquired UD Trucks in 2007. A management team comprising members from seven countries Twas mulling a new project: “How will we Photo: Namas Bhojani create the next UD Trucks offering to meet the challenges of South East Asia?” It was a daunting proposition. “The idea of creating a competitive truck for Asia is not new. It has been in the system for a while, probably 15 years,” recalls Mellinand. Yet a locally sourced truck for the South East Asian market has proved elusive. Twenty years ago, UD Trucks created an offering for Indonesia, Malaysia and Thailand, and other growth markets. These vehicles were put together 01. Patrick Trombert, Range Director, and members of his team, in Bangalore, India. using assembly kits in South East Asia. This offering needed to be renewed and the spanned three and a half years and involved sincere gift. Probably only once in a lifetime business model changed. 1.5 million engineering hours. is there a big challenge with this many “We had to change our attitudes “There is the company, but the company people involved, all focused on the same and our thinking,” adds Trombert. “We does not really exist as such. It is made up target, willing to make it happen, and started from the customers’ needs and of people. A group of individuals had to rise opening doors in an organization where we developed something for the markets we to the challenge, and when that happens, have never done that before. This human were targeting, at a competitive price. We it is absolutely not business as usual,” says journey has been amazing. Stressful, for needed something original, not a copy of an Mellinand. sure, but the take-away is tremendous.” existing product.” Trombert agrees With this in mind, the group set about wholeheartedly: “The developing a truck that’s fully adapted to main thing is the human Design: the Asian ecosystem. Mellinand explains: journey we have had. “To be competitive in Asia you need to be Thousands of people A Shape From the Past in Asia. You need to design the truck in Asia from something like 18 With its more than 70-year history, UD Trucks has because the development drives the cost different nationalities earned a reputation for craftsmanship, simplicity and of the product. Then you need to source at eight different modern technology. Quester is no exception, and the mark it bares on its front grill is a testament to a proud the product locally. You need a new supply sites have been tradition. base and you need to assemble in Asia.” involved. This Product Design Complete Vehicle Director Toshio Shiratori What followed was not easy, but it really is a explains: “The hexagon goes all the way back to the shape found transformed the way UD Trucks operates. on the grill of UD’s first ‘Cab Over Truck’ in 1960. The shape is being The planning and development of Quester used modestly in the Quon and Condor, but now it’s very distinctive and prominent on Quester. The hexagon has six corners, each of which represents an aspect of UD Trucks’ product design philosophy, ‘Dependable Tools “ Probably only once in a lifetime with Soul.’ The six points are: tough, smart, distinctive, harmonized, caring and supportive.” is there a big challenge with this Another notable feature is the unique shape of Quester’s cab. “Quester’s cab has a distinctive and dynamic exterior with many people involved, all focused a unique slanted form inspired by modern skyscrapers and towers as a symbol of growth markets,” Shiratori on the same target and willing to explains. “As this form generates a rounder corner shape, it is naturally aerodynamic. This is just make it happen.” one example of the smart solutions we contributed to support our customers.” Patrick Trombert, Range Director

#02 | 2013 09 From Bakery to Basket: Tasty Trails in Trinidad and Tobago Text: David Agren Photos: Keith Dannemiller

MEXICO CUBA

TRINIDAD AND TOBAGO

VENEZUELA

COLOMBIA

an you send Kiss Cakes?” It was a simple request, but typical of the Trinidad diaspora, recalls Anna Ackbarali, supply chain manager at Trinidad and Tobago’s Kiss Baking “CCompany Ltd., the largest commercial bakery in the Caribbean. The request came from Canada three years ago when a friend of Ackbarali’s son learned that she had taken the position at Kiss. Such is the stature of Kiss Baking: a national icon whose treats are sold not only in Trinidad and Tobago, but across the Caribbean. Kiss delivers fresh bread to all corners of Trinidad and Tobago using a fleet of UD trucks to reach thousands of sales points, ranging from supermarkets to mom-and-pop shops and gasoline stations. Ackbarali gives several reasons for Kiss Baking’s preference for UD trucks, including price, ease of 01 maintenance and, crucially, reliability. These are no small matters in the baking business—the product is perishable and customers consider fresh bread a cakes and later expanded into bread—the baking of breakfast staple. which was previously a weekend task for Trinidadians, “We find that the reliability of the truck has become since baked goods weren’t readily available in stores at very important to us,” Ackbarali says. “It takes some that time. Somewhere along the way, Kiss Baking’s heart of our distributors 2.5 hours to reach the end of their logo and signature red trucks became ubiquitous. “Kiss routes. We cannot afford to have them break down and doesn’t only distribute to places along the main routes,” not get there.” Ackbarali says. “We go into the villages. We go to the Kiss Baking Company started in 1976 producing snack extremes of Trinidad and Tobago.”

10 #02 | 2013 Feature Story

In a country where fresh baked bread is a staple at the breakfast table, the delivery of such goods is serious business. Kiss Baking has been doing exactly that since 1976, carrying bread and cakes to the far corners of Trinidad and Tobago using a fleet consisting primarily of UD trucks.

The distribution challenges involved mean that Kiss well paved,” Ackbarali says. “There’s a lot of wear and 01. One of Kiss Baking’s Baking is in the logistics business as much as it’s in the tear on the trucks.” Kiss operates a fleet of 150 trucks. 60 UD trucks, painted in baking business. While small, the main island of Trinidad The bigger vehicles, mostly UD trucks, deliver bread, the company’s signature red, transports sliced covers 4,768 square kilometers, and the population of while smaller vans deliver snack cakes and custom-made bread, cakes and other approximately 1.3 million people are spread out. The cakes for events such as birthdays and weddings. The baked goods for delivery. nation’s infrastructure can be problematic as well. trucks head out six days a week, with some salesmen “Logistics is one of the major challenges we have, calling on up to 100 customers each day. because our roads are still very small and some are not Dependability is a point of pride for Ackbarali and

#02 | 2013 11 part of what has made Kiss Baking so successful. “One of the things we boast about is that we’ve never had a truck stay in the yard on any day. Every single route has been serviced every single day. No truck has been left in this yard,” Ackbarali says. “We think of our business as national service because there are many people who depend on Kiss delivering bread for their family breakfast.” Kiss Baking is still a young company, but it’s growing, and now boasts over 500 employees. Its fortunes mirror those of Trinidad and Tobago, which gained independence in 1961 and is home to a multicultural population that includes Africans, Indians and people from the Middle East. The nation is famous for giving the world calypso and steelpan music, and its economy has performed well over the past decade, with some 01 bumps due to the 2008 world economic downturn. Per capita GDP tops $20,000, placing it among the best in a whole lot less.” Surprisingly, tires are the biggest truck 01. Kiss distributors carry the Caribbean, and double the figure from 2003. expense. “Our trucks are on the road a lot,” she says. baked goods, a staple of the Trinidad and Tobago The island of Trinidad, located just 11 kilometers off UD trucks are the workhorses of the bread delivery diet. the coast of Venezuela, is the larger of the nation’s two business. Kiss Baking previously used Mercedes-Benz 02. Kiss Baking Supply islands and has an industrial economy underpinned by trucks, “But as time went on, they became more and Chain Manager Anna petroleum exploration, petrochemical processing and more expensive to maintain,” Ackbarali says. Kiss Ackbarali. liquefied natural gas. The island of Tobago, meanwhile, switched to UD Trucks six years ago and now has 60 03. Maintenance yard has a population of just 60,000 and takes a more vehicles, along with some remaining Mercedes-Benz staff keep Kiss Baking’s UD trucks in good health. Caribbean feel from its beaches and turquoise waters. trucks that are being phased out. “Cost-wise, it’s much The burgeoning economy brings both benefits and better over time, and the initial price is lower, too,” she challenges, Ackbarali says. People have more disposable says of the UD trucks. “Also, parts are readily available.” income and now purchase more pre-packaged items. Kiss Baking puts priority on maintenance. All trucks But finding employees can be difficult in an expanding are serviced according to OEM recommendations by economy. “Our wages in the industry are some of the their in-house Fleet Maintenance Department, oil is best,” Ackbarali says. “We try as much as possible to changed on schedule and the vehicles’ undercarriages keep our employees for life.” are routinely inspected. Drivers are also encouraged One unexpected benefit is the government’s heavy to report any incidents that occur while on the road. subsidization of diesel fuel, which sells for less than $1 Replacement vehicles are always available so that US per liter. “That’s a huge advantage for us,” Ackbarali no delivery days are missed. “We keep an adequate says. “It makes the overall running costs for the vehicle amount of spare units to ensure that trucks are

Distributor Anand Ramdeo Likes His UD Truck

Anand Ramdeo expresses pride in the way he important consideration, as his workday is long. drives when delivering bread for Kiss Baking. “When you’re spending that kind of time on “[Recently] A woman came up to me and said, the road, you need something comfortable,” ‘I just try to drive the way you drive,’” Ramdeo he explains. recalls after finishing a shift. Distributors Ramdeo’s job is more than just driving. Kiss like Ramdeo take UD trucks to all corners of Baking’s distributors must learn the needs Trinidad and Tobago, bringing fresh bread to of their customers. Of course they have to the people. Ramdeo operates in “one of the introduce the right products, but they also bigger” Kiss Baking routes in the Princes Town must deliver just enough bread, a tricky feat area of southern Trinidad. considering the perishable nature of the The route winds its way around steep hilltops product. Ramdeo says he usually manages and mudslides sometimes block the road. But this issue well, a sign that he’s doing his job Ramdeo says the worst he’s experienced with efficiently. “That’s the difference between his UD truck is a flat tire. He likes his truck, being just a deliveryman and being a Kiss especially for its air-conditioned comfort—an Distributor,” he says.

12 #02 | 2013 Feature Story

“ We think of our business as national service because there are many people who depend on Kiss delivering bread for their family breakfast“ Anna Ackbarali 02

available to go out,” Ackbarali explains. The company cuts no corners, as exemplified by its philosophy of spare parts. “Substitute parts don’t last,” says Amar Haniff, maintenance planner in the Fleet Maintenance Department. “The service life of genuine parts outperforms substitutes. Drivers like the UD trucks, too,” Haniff says. “They’re more comfortable and easy to handle.” UD trucks are popular in Trinidad and Tobago, especially models for construction, according to Neal & Massy, the UD Trucks distributor in the country. There is competition, however. American imports have started to enter the market, along with used trucks from the United Kingdom. (Trinidad and Tobago, like the U.K. and Japan, drive on the left-hand side of the road.) Ackbarali plans to continue with UD trucks and has plans to purchase more. It’s a decision driven by the reliability of UD Trucks. “Our main goal is never to disappoint our customers,” she says. 03

#02 | 2013 13 A Day in the Life of a UD Mechanic The workday at the UD Trucks dealership in Kanazawa, northwest Japan, starts at 8:50 a.m. with five minutes of stretching exercises guided by a radio broadcast outside the entrance. Among the 40 staff limbering up is Toshihide Hiranishi. Text and Photos: Tony McNicol

UD Mechanic Toshihide Hiranishi A “Quick” Mechanic’s Day

8:30 8:50 9:00 12:00 13:00

Arrival at work and Morning exercise and Work begins. Regular inspection Lunch break Work resumes. suiting up assembly followed and maintenance work; Once work on a by a customer center diagnosing trouble, locating vehicle is complete, meeting malfunctions and other work in the maintenance bay is the maintenance bay cleaned up

14 #02 | 2013 Feature Story

iranishi joined UD Trucks Kanazawa 12 years ago at the “ Building a relationship of trust with the age of 20. “I wanted to do customer is the most important part of the something useful for society and the economy, and got interested job. That’s why I love doing this job.” Hin trucks,” he recalls. “If we didn’t have trucks to transport goods with, how could we cope with a variety of tasks, says Hiranishi. most families,” notes Hiranishi. “It’s have economic development?” New mechanics at the dealership start off in extremely important for us to trust and Shortly after the exercises, all of the the shaken team, as it’s a good place to pick respect each other.” mechanics join in a morning greeting and up the job’s essential skills. Some of the mechanics and office staff team meeting. It’s a time to discuss what Hiranishi recalls the huge amount he had members are part of an informal social vehicles have come in, assign tasks for the to learn when he first joined UD Trucks after group called jimichi (a play on the Japanese day and share information on repair issues college. “More than 90 percent” of what words for “road” and “steady effort”). across the team. Following this, work begins he needed to know had to be picked up on Their activities include kart racing and jet in earnest. the job. skiing. “Basically, we all like vehicles,” says UD Trucks Kanazawa has 12 Back then he simply focused on getting Hiranishi. maintenance bays where 22 mechanics through each day, with little time to think Jimichi is also the name of the dealership’s work on as many as 40 vehicles a day. about his colleagues, he says. That’s another successful VISTA (Volvo International The mechanics work in two teams: one big difference; these days, he’s constantly Service Training Award) team, of which for shaken (legally mandated vehicle aware of the need for teamwork. Hiranishi is a member. Having won the inspections) and another that does a wide “We spend more time together than Japanese competition last year, the team variety of repair work, called “Quick,” of is now preparing for the 2014 World which Hiranishi is a member. Championship in Australia in April. “These days we get a lot of electrical “If we work together as a team, we can repairs to do,” says Hiranishi. The first step do in Australia what we did in Japan,” he in dealing with such problems is to connect says with confidence. a laptop computer to the truck’s circuitry to The dealership’s end-of-the-day meeting is run diagnostic software. It’s a far cry from at 5:30pm, but Hiranishi doesn’t necessarily the mostly basic knowledge and techniques stop there. Recently, he and his three VISTA he was taught during a two-year course at teammates have been practicing hard for college, he says. the upcoming competition. “There’s nothing to see with electrical If an emergency repair comes in, such problems. That’s the hardest thing,” he says. as a truck that has suddenly broken down “Sometimes it’s like there’s a ghost in the nearby, the mechanics may work into the machine.” early hours. The end of the financial year in On the other hand, the challenge of March can also be hectic, particularly for the solving such electrical conundrums is one of shaken team. At such times, Hiranishi and the job’s joys for Hiranishi. the other repair staff pitch in to help their “I really get into these problems and colleagues. there’s a sense of achievement when I solve “I aim to put passion and energy into them,” he says. everything,” Hiranishi says, echoing The number of repairs Hiranishi might the dealership’s slogan. “We aren’t just perform in a day varies. While some take repairing vehicles. For our team, building a just a few minutes, others, like an engine relationship of trust with the customer is the overhaul, can take up two or three days. The Kanazawa VISTA team takes a break in their most important part of the job. That’s why I busy day to pose for the camera: (from left) Toshihide Members of the repair team have Hiranishi, Mechanic; Naoki Nishida, Front; Jun Haruta, love doing this job.” to be “all-rounders,” versatile and able to Mechanic; and Hiroshi Kontani, Mechanic.

17:30 19:00 A “Quick” mechanic’s day is always different from the one End-of-day assembly Return home before. Work could be anything from simple jobs, like and appraisal of changing oil, to complex maintenance procedures spanning remaining work; tasks several days. Mechanics on call via the Hotline may be that need to be done dispatched to do urgent repairs at any time. that day are completed

#02 | 2013 15 The Milkman Cometh When Clover, South Africa’s largest dairy company, decided on a new slogan last year, they chose one that reflects the crucial role that transport plays in the milk industry: “Way better.” Text: Jette Kristiansen Photos: Torbjörn Selander

f you thought air traffic control was nothing short of an Einstein. What’s more, product dictates all supply chain activities. complicated, try transporting milk from similar conundrums result once the milk has “At present we have 26 distribution farm to shop in South Africa. Not only been turned into a finished product and networks in Southern Africa. Outside South does the milk have to be kept at a needs to be transported to the shop shelf – Africa, we also distribute in Swaziland, constant temperature of below 5˚C, but and all before the sell-by date is reached. Lesotho, Botswana and Namibia,” says Ievery tanker route has to be meticulously South African dairy company Clover is Clover’s Commercial Director Dr. Jimmy Botes. planned to fit with the local farmers’ expert in exactly this field. So much so “Chilled goods are more difficult to milking routines and milk volumes. These that its cold chain transport division has transport than frozen goods because of plans include details such as distances to the become the company’s fastest growing their limited shelf life. To solve this problem, production plants, road quality, truck and business area. Apart from their own our philosophy is to control every link in driver availability, and seasonal demand in products such as milk, cheese, butter and the supply chain. In this context, the vehicle a vast country that sometimes experiences cream, they are also responsible for logistics is critical. Without a vehicle, all our other sweltering conditions. and transport for a number of other local efforts are fruitless,” he points out. Different truck combinations have to and international brands such as Danone, “Our relationship with Clover goes be considered, with fuel consumption Unilever and Red Bull. back many years. In fact, Clover is one being weighed against terrain difficulties Clover has a 114-year history and a of UD Truck Southern Africa’s most loyal and other complications. Indeed, the background in the co-operative movement. customers,” says Jacques Carelse, managing math involved in running an efficient milk Its ultimate objective is to market the milk director of UD Trucks Southern Africa. procurement business seems to call for farmers produce, and demand for the Dr. Botes explains: “The UD truck suits us

16 #02 | 2013 Feature Story The Milkman Cometh

because it is not electronically complicated. Running such a tight ship also puts extra Electronics became a liability to us in the demands on the drivers. past because we couldn’t assign the same “It is actually the driver who buys the driver to the same truck. Milk is collected milk. They are our ambassadors when they and distributed 24/7 by drivers working in interact with the milk producers. On top of shifts, so any truck should be able to be being put through rigorous driving training, driven by any one of our drivers without the drivers must also learn how to handle complications. Apart from that, they are and sample raw milk for later testing. also reliable work horses in difficult terrains Furthermore, we teach them social and and UD Trucks offer all the different communication skills, which prepare them combinations that we need.” for anything from conflict management to Tobie de Villiers, general manager at acting professionally under all conditions Clover’s Milk Procurement Division, adds: and looking presentable,” says de Villiers. “In some of the more distant areas with Once the milk has arrived at the factory, bad roads and topography, we need to getting the product to the shops is the next Dr. Jimmy Botes, Clover Commercial Director collect the milk in smaller trucks and pump challenge. Because of the limited shelf life, the milk over into bigger tankers, which can shops all over the country can place their demand, as perishable products can’t be transport the milk to the final destination order one day and expect delivery the next. kept in a warehouse for long. Stock is taken more efficiently.” The production must more or less fit to distribution centres during the day, then

#02 | 2013 17 “Chilled goods are more difficult to transport than frozen goods because of their limited shelf life… in this contex t, the vehicle is critical.“ Dr. Jimmy Botes, Commercial Director 01

distribution software system, but you still the last ten years. have to be on your toes,” says Delivery Since the global economic crisis hit four Manager Brigette Willemse from the City years ago, bringing drastic price hikes in fuel Deep Secondary Distribution Branch. and foodstuffs, about two-thirds of Clover’s milk farmers gave up and either sold their Milk Farming in South Africa farms or changed to other more lucrative Clover’s milk suppliers cover a wide types of farming. spectrum in terms of approach, size and “It was typically the small farmers who topography. Most farms are situated couldn’t make ends meet,” says Manager of along dirt roads where dust, mud and Milk Procurement Logistics Anton van den mountainous terrain make every milk truck’s Berg. “Our milk volume has nevertheless journey a challenge. During winter, snow is remained constant, because the big farms a common phenomenon in some regions, that survived have expanded hugely. Today, and this is a real challenge for both driver the margins are so small that you have to Tobie de Villiers, General Manager, Milk Procurement Division and truck. Very few farms are located close be able to deliver more than 5,000 liters of to main infrastructure arteries. milk per day to make a profit.” packed into trucks at night that leave at One might still find a milk producer Clover’s main milk producer in the 6:00 a.m. the following morning for the playing classical music to his cows Western Cape region currently produces shops. during milking, but most producers have 95,000 liters every day. He is also Clover’s Planning distribution to the shops is streamlined their production to an extent biggest milk producer nationally. Three UD another logistical puzzle. that it is almost factory-like. The fact is, the tanker-trailer combinations collect milk on “We go to most of the bigger stores current economic climate in South Africa the farm in the morning, noon and evening, all over the country six times a week and has created a situation in which smaller seven days a week. Efficiency is at the heart the delivery routes have to be planned producers either sell or get bigger. As a of this business model. every single day of the week, because result, Clover has seen its producer base Gone are the days when cows calved they change constantly. We use the IDS shrink from more than 1,000 to 240 during in the spring. Cows on this farm are

18 #02 | 2013 Feature Story

01. Clover’s UD trucks regularly navigate dirt roads and rough terrain to reach dairy farms. 02. The source of Clover’s product, dairy cows on a farm in South Africa. 03. Fleet Manager Riaan Naude coordinates issues such as fuel consumption and insurance for 950 vehicles, 02 65% of which are UD trucks.

03

“Chilled goods are more difficult to transport than frozen goods because of their limited shelf life… in this contex t, the vehicle is critical.“ Dr. Jimmy Botes, Commercial Director

synchronised and calf all year round to further down the supply chain. for maintenance. But because we have been ensure a steady flow of milk. using UD trucks for so long, we also have a Gone too are the days when high quality Fleet Manager Riaan Naude close relationship with them. For instance, I milk equalled a high cream content. On this Clover has 950 trucks in their fleet, of which have been to see the assembly factory. I can farm cows are fed a special diet of grass, 65 percent are UD trucks. Of the remaining send UD Trucks a list of my requirements, and corn, alfalfa and other food supplements 35 percent that are not UD trucks, most they usually provide solutions,” says Naude, to ensure a high quantity of milk output are trailers and small vehicles. The person who has been with Clover for 24 years. with a low fat content of about 3.5 percent, responsible for it all is Fleet Manager Riaan “I love my job, it’s never boring. To me, as it would be too expensive for Clover to Naude. this is the best company to work for. I like separate the milk fat from the milk and The company employs 941 drivers the people and the brand. My colleagues transport it to their butter factory located nationwide. Together they drive 60 million are my friends. I have a passion for more than 1600 kilometers away. Instead, it kilometers per year—a distance equal transport and I grew up on a farm, so to me is sold locally as fresh milk. to that between the sun and the planet this is the perfect job!” Naude concludes. These huge quantities of milk also put Mercury. These conditions put enormous serious pressure on timing and truck demands on the fleet. Milk and Transport reliability. It takes about an hour and a “I’m responsible for fuel consumption, Around 15 percent of the cost of producing half to fill each truck, and subsequently drivers, insurance, branding on the trucks and a bottle of milk comes from transport the farmer needs an hour to clean his tank research, in terms of fuel consumption, etc. costs. At the same time, transport is also a before he can start milking again. Once I also do the specifications according to the vital link in the supply chain. It is therefore produced, the fresh milk has to be cooled topography of the terrain we’re in. We now imperative to Clover to have full control down to below 5˚C before it can be loaded use trucks with an automatic gearbox and over its own logistics and transportation onto the truck. As everything has been double axle, which has been an improvement to ensure that it is run reliably and with precisely timed, there is no margin of error both for our drivers and in terms of damage optimum efficiency. The reliability of UD for a milk truck to break down or be late. to the trucks,” says Riaan Naude. Trucks has made Clover one of UD Trucks Such an occurrence could create havoc on “We lease all of our vehicles from leasing Southern Africa’s biggest and most loyal the farm as well as at Clover’s factory and company Eqstra, which is also responsible customers.

#02 | 2013 19 Monozukuri—An Old Word that Keeps Up with the Times

Monozukuri, the art of making things, touches everything from pottery and swords to robots and trucks. Text: Mark Schreiber

he Japanese historical work Taikoki, first published in 1626, contains an account of a warlord named Akechi Mitsuharu. When his castle was besieged by a powerful enemy andT the situation appeared hopeless, under a truce, Akechi sent out works of art and tea ceremony implements, saying, “I cannot bear to see these pieces reduced to ashes. I give them into your keeping, so that they will remain among the living. Please accept them.” Akechi found it shameful to allow the pieces to be lost in the flames of his defeat. “I would be disgraced by posterity for deeds unworthy of our warrior traditions,” he was recorded as saying. “I therefore entrust them to your care.” The warlord Akechi Mitsuharu crossing a lake with his famous horse, Okage, in It may seem something of a paradox, a woodblock print from 1883 by Utagawa Toyonobu. but in those times, members of the warrior samurai class reconciled their martial spirit with a deep qualities that evoke a synergy by which people form appreciation for beauty and respect for those who psychological or emotional attachments. created it. Canadian author Timothy Hornyak, author of Loving These sentiments are embodied in the Japanese the Machine: The Art and Science of Japanese Robots word monozukuri, which is made up of mono (thing) (Kodansha International, 2006) offers this insight, and zukuri, the nominative form of the verb tsukuru using karakuri ningyo, the mechanical dolls of the Edo (to make). Simply put, in its basic form the word period, as an example: means “making things.” “Karakuri ningyo are spectacular examples of In English, monozukuri is defined as how even centuries ago the Japanese were keen “manufacturing,” “craftsmanship” and “making on using technology to inspire and delight,” he things by hand.” Native speakers of Japanese typically says. “In typical Japanese fashion, the remarkable relate it to such traditional occupations as sword clockworks craftsmanship that enabled a tea-serving making, ceramics or textiles, but it can be expanded doll, for example, to approach a guest, offer tea, and to cover almost anything that is made with an artisan’s then return to its starting point was hidden behind mindset and attention to detail, from the brewing of a gorgeous exterior—the porcelain-white face and sake (rice wine) to food preparation by a master chef. patterned kimono. By implication, monozukuri also carries a sense of “So essentially monozukuri was the marriage of continuity. A creative genius who dies without leaving beauty and ingenuity.” an heir to preserve his tradition may be remembered, It is somehow reassuring to know that monozukuri but one who arranges to pass on his knowhow to and modernity are by no means mutually exclusive. future generations is admired even more. This is A recent article in the Asahi Shimbun newspaper why it became a common practice for a craftsman used the term “digital monozukuri revolution” when without offspring to formally adopt a promising young referring to 3D printing technology. And indeed, in apprentice into his family. the Japanese scheme of things, if computers can be While the word is not always easy to define, people harnessed to mass produce wondrously exquisite things agree on certain key attributes. These include eye- that will synergize with their users, there is no reason pleasing design, a sense of refinement and other why monozukuri cannot be used to describe them.

20 #02 | 2013 Tradition

Monozukuri—An Old Word that Keeps Up with the Times

[monozukuri]

#02 | 2013 21 Making the Perfect Quon Cab There is far more to the Quon cab than first meets the eye. Roads talks to cab engineer Kunihisa Shimura.

Text and Photos: Tony McNicol

hat does it take to Goldilocks effect comes into play. If the 01. Kunihisa Shimura sits make the perfect truck polyurethane cushions are too hard, it will in the cab of a Quon at the UD Trucks facility in cab? If anyone knows, be uncomfortable. If they are too soft, it Ageo, Saitama Prefecture, it’s Kunihisa Shimura, will be equally uncomfortable. They have to Japan. chief engineer of cab be just right. 02. Quon’s cab interior engineeringW at UD Trucks HQ in Ageo, The seat has its very own air suspension was engineered to put Saitama Prefecture, just north of Tokyo. to reduce vibrations and bumps. If there total control of the vehicle at the driver’s “The most notable aspect of this is too much jostling, drivers can begin fingertips. cab’s design is the balance between to feel pain in their backs. In fact, since 03. Quon’s passenger aerodynamics and comfort,” Shimura says. both the cab and the truck itself also seat. Extra care was Using computer simulations and wind- have suspension, there are three sets of taken to strike a balance tunnel experiments with a scale model, suspension between the driver and the between comfort and support. the aerodynamic performance of the road—an invaluable asset in markets latest Quon was improved 5 percent to 6 where road conditions leave something percent compared to the model it replaced, to be desired. No driver wants the local thanks in part to the wind deflector on version of the infamous “African massage,” top of the cab. For operators, this equates a nickname for the bumps and jolts of a to a valuable 2 percent to 3 percent particularly rough road. improvement in fuel economy. In markets such as Australia, the huge Of course, it could have been possible distances involved mean drivers have to to improve aerodynamics further by work in pairs, one sleeping while the other streamlining the cab, but there was another drives. The sleeping space behind the seats crucial factor to consider—the comfort of is bigger than it looks at first glance—200 01 the driver. A roomy, square-shaped cab cm by 60 cm—allowing drivers to stretch might not be the most aerodynamic, but it out comfortably. Visibility drivers can see cyclists and pedestrians was another when the truck makes a left turn. “ The most notable aspect of this consideration The visual environment inside the truck cab’s design is the balance between when designing was another important consideration the Quon cab, for designers. The interior needs to have aerodynamics and comfort.” says Shimura. muted colors to avoid tiring drivers’ eyes. It Kunihisa Shimura, Chief Engineer, Cab Engineering Generally can’t be too shiny either, as it might cause speaking, distracting reflections on the windscreen. helps to keep the driver fresh and alert. because trucks are so high, it can be The interior also has to be a color that In some markets, Quon drivers can be at difficult to see the area right in front of the doesn’t easily show dirt or wear. the wheel for 10 hours or more. “Of course, cab. One solution is to position the driver For those reasons, neutral grays were drivers will still get tired, but we can try to as close to the windscreen as possible, but chosen, with a gentle silver tone for the prevent it a little,” Shimura says. that can make the cab feel cramped. dashboard area and a slightly brighter upper To that end, the high-roof Quon In the Quon, the windscreen is specially section to create a sense of space. “The model has a 188.8 cm-tall cab, allowing angled for maximum visibility. Likewise, the color needs to be calming. It’s not like a the average truck driver to stand in the side pillars are as narrow as possible and normal car, which can be a bit brighter,” passenger seat area to stretch or change positioned to minimize blind spots. One says Shimura. clothes. distinctive feature unique to the Japan- In fact, all five senses were considered Another crucial factor in preventing driver market model is a small window, placed low in the design of the Quon’s cab, which is fatigue is the seat. Here, the so-called on the passenger-side door, through which the quietest in its class. Special materials

22 #02 | 2013 Engineering Making the Perfect Quon Cab

03

were used to reduce vibrations and absorb sounds from the engine and air rushing past the cab. The aim, however, wasn’t to completely soundproof the cab. “If there was no sound at all, it could be quite frightening for drivers,” says Shimura. The Goldilocks effect comes into play yet again. Even smell was considered. The cab was designed to meet newly introduced regulations on volatile organic chemicals 02 (VOC). These are the chemicals in adhesives, resins and other substances that give the allow more cargo. Another was “fitting and other alterations. The area to the left of “new car” smell. They can make drivers of the heaters, pedal machinery, meters etc. the dashboard uses German DIN standards new cars feel queasy or cause headaches. into as small a space as possible, to leave to allow easy rearrangement or replacement VOCs in the Quon were reduced to one- maximum room for the driver.” of modules. tenth that of prior models. Lastly, there’s one aspect of the cab The Quon’s cab is an adept balance of So what were the biggest challenges for which designers might be forgiven efficiency, performance, comfort and safety, for the Quon cab’s designers? According for having some ambivalent feelings: making it yet another demonstration of the to Shimura, one was reducing the weight customization. Popular changes include the designers’ focus on the most important of the cab to an absolute minimum to installation of CB radios, curtain changes consideration of all: the needs of the driver.

#02 | 2013 23 Moving your business the extra mile

A complete transport solution UD Trucks is your business partner, fully committed to offer you a total solution. Our complete Genuine Aftermarket Support delivers quality and value, making sure your truck always runs in optimum condition.

UD Genuine Service and Parts Our service technicians and our specially designed parts reduce unplanned stops and increase your vehicle uptime.

UD Genuine Service agreements UD Genuine Service agreements extend your vehicle’s life cycle – cutting your costs in the long run.

Explore UD Trucks’ Aftermarket offer at udtrucks.com

291-0053_UD_P9103_Ad_ROADS_210x297.indd 2 2013-07-11 16:24