INSTITUTE OF THE MOTOR INDUSTRY SEPTEMBER 2016 £5.50

THE FINANCE TIMES THE MODERN FINANCE LANDSCAPE FOR RETAILERS THE FLEET FORMULA WHY FLEET MANAGERS CAN LEARN FROM F1 MYSTIC MECH(ANICS) WHAT THE RAC’S NEW PREDICTIVE SERVICE MEANS FOR THE INDUSTRY

BIG THINKING The big success story of Big Cars’ founder, Adam Stott

FROM THE CEO KEEPING UP WITH EVOLUTION

IMI CEO Steve Nash outlines the new automotive reality – and the challenges the industry faces in adapting to it

t has been said that we are entering the biggest today, just as we hadn’t previously conceived of having period of change that our industry will have seen ‘social media experts’ or ‘product geniuses’ ten years in any of our living memories and perhaps in the ago, let alone programming bays in our workshops I whole 100 or so years that our industry has existed and safe areas to work on high voltage systems. in total. The technology on which cars are built – The fact is that whatever the pace of change, from completely new drive trains, through intelligent the demand for skilled and knowledgeable people on-board systems, to ever greater levels of remains a constant, even if the specific skills and connectivity – is changing radically and that will knowledge requirements don’t. As the professional inevitably affect the business models that support it. body for the automotive industry the IMI has seen considerable change since it was established in 1920, The sales and distribution model is also evolving. but the principles upon which we were founded At the turn of the century a number of blue-chip remain as valid today as they were then: focusing on companies, like Microsoft and Virgin, put their names the professional status, recognition and employability behind internet-based ventures aimed at leveraging of individuals working in the automotive sector and the power of the internet to change the promoting the interests of those who way we buy and sell cars. Those commit to attaining and maintaining ventures were notably unsuccessful, “The fact is that their skills. but things move on and more recent whatever the pace of I have commented before in this ventures look more promising. This is change, the demand column about the intense competition due in part to customers moving away for skilled and we already face to recruit people. This from spending large sums on cars competition will only become fiercer (something they might still be knowledgeable people as baby boomers leave the workforce reluctant to do online) to effectively remains a constant, in increasing numbers with the buying the use of a car through even if the specific numerically smaller Generation X, PCPs and other finance contracts – skills and knowledge Y and Z replacing them. Being in a committing only to a monthly payment requirements don’t” position to promote exciting careers in (plus deposit in some cases) for a a cutting edge industry will be an ever limited time period. This model lends more important factor in determining how successful itself much more to an online transaction – we will be in attracting the best people in sufficient albeit facilitated by highly professional dealers. numbers. The technological changes we face today Undoubtedly job roles will come into existence in the should be embraced as a way of underlining that we next ten years that we haven’t even thought about are a future-oriented industry that people can, and should, aspire to being part of. I don’t believe there has ever been a more exciting time to join the automotive industry, or a greater need to ensure that those who we entrust to work with our To read the latest exponentially more sophisticated products are professionally accredited, whichever part of the issues online, go to business they work in. That is the continuing role of the www.theimi.org.uk/ IMI – as relevant to today’s business as it was in 1920! magazine

WWW.THEIMI.ORG.UK I 3 30 THIS ISSUE... NEWS 6 IMI in action NEW 26 8 Analysis 10 Round-up 12 Frontline 14 Motorcycles 18 16 Commercial vehicles

BUSINESS 22 Legal link & dealer sales THE BIG 23 Legislation INTERVIEW 24 Management & leadership Tim Kiek speaks 26 Digital to ambitious young 27 Training entrepreneur and founder 28 Marketing of Big Cars, Adam Stott

FEATURES 30 The finance times Starts The modern finance landscape for retailers page 40 34 Avoid the diagnostic trap Why aggressive sales tactics are deleterious to aftermarket success MY IMI 36 The fleet formula Why fleet managers can learn from F1 46 Around the IMI 48 Outstanding Achievers Awards 2016 38 Mystic Mech(anics) What the RAC’s new predictive service 50 Member events means for the industry 51 Upcoming courses

IMI MAGAZINE DESIGN: www.zedpublishing.co.uk claims made by manufacturers, Fanshaws, Brickendon, PRINT: Linney Print contributors, advertisers or readers. Hertford, SG13 8PQ ©2013 Institute of the Motor Industry Annual subscription (10 issues): UK and Europe Tel: 01992 511521 ISSN: 1742 5204 £45; overseas surface mail £50; overseas air Fax: 01992 511548 IMI Magazine is printed on paper taken from mail £62. To subscribe call 01992 511521 EDITOR: Tim Kiek sustainable forests. Opinions expressed in or visit www.theimi.org.uk [email protected] articles do not necessarily represent those ABC – Members of the Audit Bureau ADVERTISING: Wendy Hennessy, of the Institute of the Motor Industry. The of Circulation. Average Net Circulation [email protected] publishers cannot accept responsibility for 1 July 2013 to 30 June 2014: 13,482

4 I IMI MAGAZINE I SEPTEMBER 2016 FROM THE EDITOR VIDEO ANALYSIS

Analysing the impact of video usage as part of a dealers’ sales strategy

n a professional context, possibly the most Before video technology is posited as the ‘once and eye-catching headline I saw over the course of future king’, though, it is worth actually analysing its the summer came courtesy of video presentation efficacy beyond the statistics. One particularly I service CitNOW. A press release from the company telling section in the CitNOW press release landed in my inbox boldly proclaiming that CitNOW references the overall winner of its recent awards. broadcasts more video than the BBC. Assuming the Despite providing an encomium on the video’s figures quoted to be accurate (the substance of the merits (and it was really good, I saw it at the awards), story is included in my news round-up on pages 10-11) the release also reveals the customer to whom the then this represents something quite extraordinary. video was sent did not end up buying the car. It would have been less extraordinary if John And here is the crux: does video technology actually Whittingdale, the former Secretary of State for work? I would argue, rather Culture, Media and Sport, had been ambiguously, that it does and it doesn't. allowed to fulfil his punitive plans for the If the video is well produced and the BBC. Before being put out to pasture in “Yet before video customer is inclined to be impressed by Theresa May’s inaugural cabinet technology is such things then I am sure it can swing reshuffle, he had appeared intent on posited as the the deal on the odd occasion. Yet my stripping the Beeb of so much coverage suspicion is that in most cases the that dear old ‘Auntie’ could probably have ‘once and future video is merely there as a visual been arrested for indecent exposure. king’ it is worth accoutrement – a nice touch but Agree with Whittingdale or not, it is fairly actually analysing ultimately irrelevant in a consumer’s irrefutable that the BBC’s current output its efficacy beyond purchasing decision. Indeed, there will is prodigious; one need only look at last the statistics” be many who would be actively put-off month’s Olympics to appreciate this. So by something they could easily perceive how is it even fathomable that CitNOW as rather pushy and, dare I say it, cheesy. can be broadcasting more than our national provider? I am not dismissing video and would certainly advise Well, CitNOW’s servers upload over 500 hours of you consider adding it to your sales ordnance if still video a day and, with videos being watched more than to do so. However, if you do, use it with discretion; once, this amount can be extrapolated to 800 hours: channel a bit of your own inner John Whittingdale “the equivalent of 33 full-time 24-hour TV channels”. and see less broadcasting as more! Such numbers show how eagerly the retail sector is adopting video technology. In a sector often slow to embrace change this is, in part, testament to the intuitive, comprehensive and professional platform CitNOW provides. Combined with the received wisdom that retailers need a significant online presence, then Tim Kiek, IMI Magazine Editor the ground for video growth is fertile indeed. [email protected] @IMIeditor

To join the debate on any of the issues raised in the magazine, you can email me at [email protected], tweet me @IMIeditor or join the IMI’s LinkedIn group discussion page. I look forward to hearing from you.

WWW.THEIMI.ORG.UK I 5 THE LATEST NEWS FROM THE INSTITUTE IMI IN ACTION

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MOT MADE SIMPLE CPD STAR OF THE MONTH Sam Ball AMIMI, Technical Trainer, KwikFit First announced in January 2016, easier to learn in line with individual the Driver and Vehicle Standards Agency needs and requirements. Training Academy Harlow (DVSA) confirmed changes would be made Barry Williams, IMI Business “It only takes a few minutes to MOT training for both MOT testers and Development Manager, said: “The positive to log CPD on the IMI website. managers. Following these changes, the changes made by DVSA surrounding The process is really easy IMI has launched a complete learning the MOT system will provide great and the IMI CPD team can package which includes the new MOT opportunities for technicians to engage help if you have any problems. annual training and assessment, as with modern technology through CPD. The good thing is that well as a dedicated eLearning platform Upskilling the individual within the fast motor vehicle technology is enabling all testers to maintain their moving automotive industry is vital to the constantly evolving so there’s testing status via their mobile device. sector and these changes allow technicians always something new to MOT testers will no longer need to who may be re-entering the sector to learn – whether on a course attend a five-year refresher course but receive quality and convenient training or simply by reading technical instead be required to complete the MOT to become a MOT tester or manager.” articles; it all helps. annual training and assessment every Trevor Lynn, a renowned MOT expert, Logging CPD is a simple and year. With 56,000 MOT testers across the said: "The IMI has been a leading easy way to keep track of your UK, the IMI is encouraging its network of organisation in re-educating the industry own development within the Approved Centres to offer the qualification as to what to expect. It has provided motor vehicle sector.” for classes 1 and 2 (Motorcycle) and invaluable eLearning support materials classes 4 and 7 (Light Vehicle) to ensure for our learners, which make the course a broad range of centres are equipped to commercially viable for our sector." service this demand. These changes follow feedback from the MOT trade which was increasingly asking for a more modern To find out more about the new MOT training approach to training in order to make it please visit www.theimi.org.uk/mot

6 I IMI MAGAZINE I SEPTEMBER 2016 eLearning course list available at www.theimi.org.uk/ courses-and-events

INTERNATIONAL assurance of Emtec’s work as the EASTERN PROMISE provider of IMI training in China. Stephen travelled to Ningbo in July A Nottingham training provider is developing to carry out the IMI centre approval a specialist IMI Approved Centre in China process at VEC. after winning a new contract in Nottingham’s This project was conceived last sister city of Ningbo. Emtec Colleges Limited September during a visit to Nottingham (Emtec), a division of Central College by Ningbo leaders. The contract Nottingham that specialises in automotive was signed following a meeting with training, has partnered with Ningbo Director General Shen of the Ningbo Vocational Educational Centre (VEC) for the Education Bureau and school leaders ambitious new project. The development of in Ningbo in June and work on the project the IMI Approved Centre at VEC will enable has already started. focus when devising future apprenticeships more young people in China to be trained Andy Moore, Managing Director for for employers here in the UK. to the high technical standards required Emtec Colleges, said: “Emtec is continually Herbert Lonsdale, International Business in the global automotive marketplace. working to expand its China provision. Development Manager for the IMI, said: Stephen Turner, Sector Development The benefits to the East Midlands’ regional “The IMI is committed to raising automotive Manager (Automotive) at Emtec, recently economy in terms of sharing best practice industry people standards worldwide and became the first person to qualify as an and opening up the market in China are we’re pleased to be progressing this project IMI International Regional Quality Assurer. really exciting. On the flipside it will also with Emtec at Central College Nottingham As a result he is responsible for quality help us develop more of a global market to develop a new IMI assessment centre.”

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dealer or group-owned business, and moral within my company in this course can help to provide ways I didn’t think possible. The proactive solutions to all known knowledge Bodyshop Consulting problematic issues that bodyshops has is second-to-none and its encounter. It’s also a great advice to me personally has place to start for those new to already proved invaluable. managing a bodyshop, providing an opportunity to network with “There is a lot you learn in other bodyshop professionals. the one day and I am always This course is not academic with looking for ways to implement no assessment at the end. The aim is to help you gain knowledge to my new knowledge into the continually improve your business business. I would recommend and increase profitability. this course to any bodyshop owner/manager” The course will help owners BODYSHOP MANAGEMENT and managers to: • Work out how many vehicles To book this course please visit Getting results and making profit it takes to breakeven www.theimi.org.uk/bodyshop-cpd • Find where the breakeven or call the Professional Development Running a bodyshop has always Bodyshop Consulting to offer this point is in your bodyshop team on +44 (0) 1992 519025. been tough. Profit gets squeezed one day Bodyshop Management • Improve efficiency to deliver IMI Members Price: £180 from every angle possible course at a special rate to IMI increased profitability Course Duration: 1 day and in a competitive market members. The course will unravel Course Date: Tuesday, MORE only the most efficient and the mysteries of how to get a Adam Nanyn, Managing Director 18th October 2016 UPCOMING knowledgeable bodyshops will healthy and sustainable bottom of C and C Vehicle Services said: Location: Fanshaws, COURSES CAN survive the short term and stay line profit from the business of “It was a fantastic eye opener Hertford, BE FOUND ON for the long term. repairing damaged vehicles. for me as the course showed me Hertfordshire, PAGE 51 The IMI has partnered with Whether you are an independent, methods of improving efficiency SG13 8PQ

WWW.THEIMI.ORG.UK I 7 NEWS BY ARTHUR WAY ANALYSIS

APPRENTICESHIP LEVY TOO SOON FOR LEVY?

So far, attempts by leading organisations (including the IMI, CBI, EEF, IoD and NFDA) to persuade the government to delay by at least a year the introduction of the apprentice levy have not succeeded. As a result, businesses with payroll costs exceeding £3mn a year will be liable, with effect from April 2017, for what will effectively be an extra tax calculated at a rate of 0.5% of their annual wage and salary costs, less an allowance of £15,000. This will affect all principal vehicle and component producers along with many businesses in the retail motor industry, including dealer groups, with the largest AUTONOMOUS CARS expected to be liable for a £1.5mn charge. There’s negligible quibbling over the levy’s SELF-DRIVING SETBACKS objective which is to raise around £3bn each year to fund the government’s target of establishing 3mn new apprenticeships by On the surface, the cause of self-driving In similar manner to electric vehicles, cars has suffered a setback in recent the industry has invested far too much 2020. There’s a widespread consensus – not months following high profile mishaps in research and development to step least within the motor industry – concerning involving Tesla’s Autopilot feature. back now. Vehicle manufacturers the need to develop and foster the talents By far the most serious occurred are in a race to assume the lead and, and proficiencies of the country’s young during early May in Florida when the based on latest evidence, self-driving people, bolster the skills base and address driver of a Model S was killed due to cars will start becoming mainstream shortages. Instead, the main worry arises an alleged malfunction of the car’s by 2021. over the short lead time before the assisted driving system. This was There’s little doubt that the scheme’s implementation, allied to the followed in August by a couple of far technology exists to produce extra financial burden on businesses less critical incidents in China and completely self-driving vehicles which may possibly confront more Texas when crashes occurred when without the need for conventional challenging economic conditions during the drivers became distracted and controls such as steering wheel the next couple of years. allowed the Autopilot system to and control pedals. The two biggest assume full control of the vehicle. challenges will be to convince Undoubtedly these incidents will occupants that they are safe, and have shaken the already dubious ensure that the cars are protected from sentiments with which many hackers and terrorists. Even though motorists regard self-driving human error is implicated in around vehicles. However, the likelihood 90% of accidents and hence self-driving that the accelerating development of cars will be safer, the former seems this genre will falter is microscopic. likely to be the harder task.

“In similar manner to electric vehicles, the industry has invested far too much in research and development to step back now"

8 I IMI MAGAZINE I SEPTEMBER 2016 number of people who purchased a new car in 19% the first half of this year

BREXIT all-important American and EU markets. As a result of this positive news, many THE AFTERMATH economic forecasters have reversed the downgrades for growth made in the The immediate aftermath of June’s aftermath of the referendum and the referendum on EU membership conformed expectation now is that the UK economy closely to the dire predictions of the ‘Remain’ will expand faster than anticipated in both supporters in the event of Brexit. Sterling the current year and 2017. and the stockmarket plummeted, the With regard to the motor industry, again government went into semi-paralysis mode, the pointers are reassuring. New car and the world’s media was dominated by demand dipped by 0.8% in June and could be afforded a special relationship experts making dark murmurings increased by an admittedly rather paltry with the EU due to its size and significance, concerning the dismal economic prospects 0.1% in July. But this comes after four years while even before the referendum took for an isolated UK. As so often in the past, of consecutive growth culminating in a place Markus Kerber (Managing Director though, markets – like some people – tend record 2.6mn sales in 2015, with the result of the country’s BDI employers’ group) to overreact to momentous economic and that current monthly figures are being noted that the imposing trade barriers political developments. judged against some hefty comparables. and protectionist measures between the Of course, it’s too early to predict the It was always probable that the market EU and an independent UK would be a ‘very, likely impact of Brexit on the UK economy would stabilise during 2016 with the SMMT very foolish thing’. but, little more than two months later, the noting at the beginning of the year that These encouraging words stem from position looks considerably more cheering there was “every reason to expect the German self-interest as manifested in the and settled. Latest economic indicators market to hold broadly steady in 2016”. £35bn trade surplus with the UK in 2015 – (relating to July) are encouraging, with In the case of manufacturing, UK car the highest between the UK and any country. unemployment at its lowest rate since output in June was the highest for 18 years The UK is a vital market for all German car 2005 and recruiting agencies reporting – despite a recent downturn in major EU companies, while German businesses such a boom, while consumer spending was markets, including France and Germany. as BMW and Volkswagen have huge 5.8% higher than in July 2015. Based on For the future a lot hinges on the trade deal investments in UK manufacturing. It’s in the FTSE100 index the stockmarket has which the UK is able to negotiate with the none of their interests to see the UK recovered all of its losses and during the EU, but there’s clear evidence of a softening impoverished and detached, which suggests second half of August was 5% higher than approach on the part of certain countries that there are grounds for believing that the a year ago. It’s true that sterling remains including, crucially, Germany. onward and upward trend of the country’s weak, although this should provide a fillip Michael Roth, Germany’s Minister for car and component manufacturing sector to export prospects, notably in the European Affairs, has stated that the UK will continue with undiminished momentum.

F&I

3.5% during the same period. new rules require consumers to be provided LESSENING GAP Some crumbs of comfort may be grasped with appropriate information allowing them from a more favourable sales pattern as the to make an informed decision, along with the New rules concerning guaranteed asset year has progressed, with the penetration of benefit of a ‘cooling off’ period. It appears that protection (GAP) insurance – introduced by GAP sales in June reported to be just 4% lower many car buyers are taking the opportunity the Financial Conduct Authority (FCA) last compared with the same month of the previous to think again about the cost and value of September – have had a negative impact year as against a fall of 18% in February. On a these contracts. on the sales of this high margin ‘add-on’ in less encouraging note, price erosion appears Alarmingly, after reviewing how the latest dealerships. According to research from to be gaining momentum with a 2.4% dip in rules have influenced sales methods the FCA Dealerweb, the showroom management February widening to 6.3% in June. has identified providers of GAP products as software provider, just 19% of new car buyers These figures are hardly surprising. The among the foremost reprobates with regard purchased a GAP policy during the first half customary technique of selling GAP policies to supervising appointed representatives. of the year, compared with 29% during the in showrooms has tended to be somewhat Allied to so much ‘past baggage’, the retail corresponding period of 2015. Adding to the iffy, with sales staff prone to adopt aggressive motor trade’s nightmare must be that GAP retail motor trade’s anguish, the average sales tactics to promote the product due to the selling techniques may provide the substance sales price of GAP contracts declined by potential to earn sky-high commissions. The for the next mis-selling scandal.

WWW.THEIMI.ORG.UK I 9 NEWS BY TIM KIEK INDUSTRY ROUND-UP

VIDEO VIDEO FAME

Personalised video technology has been cemented as a key part of the car-buying and maintenance process to such an extent that leading provider CitNOW is now broadcasting more daily video than the BBC. The use of personalised video technology has led to a sharp rise in the amount and the quality of video being demanded by consumers, who are enjoying the increased ability to PREMISES consider new cars remotely and control the car-buying process without having to step foot in a showroom. BARN DOORS ARE OPEN At their peak, CitNOW’s servers upload 21,000 videos – more than 500 hours’ worth – every day and the company is closing An internationally-renowned The site also boasts a body in on half a million videos being created using its intuitive Aston Martin sales and restoration shop with dedicated booths for app software every month. workshop is driving expansion aluminium and steel fabrication with the opening of a new and panel repairs and The changing nature of personalised video in the car market showroom dedicated to the finest restoration, as well as the latest is demonstrated by the winner of the recent CitNOW Video non-Aston classic and exotic cars. paint booth and preparation Awards: video.citnow.com/vp1M9lVlL5y Aston Workshop, based in facilities, enabling the team to The Best Overall Video prize at the awards went to the Country Durham in North East prepare and paint cars to the Sinclair Volkswagen Cardiff dealership. Featuring Brand England, has opened Car Barn – highest standards. Consultant Stephanie Ranson and Transaction Manager a specialist 1000sqm purpose built This is coupled with a state-of- Sophie Lewis, it showed the pair responding to a customer’s site, which has created six new the-art servicing facility where jobs in sales and servicing roles staff will be able to undertake any request for information about a vehicle’s adaptive cruise following a £500,000 investment degree of maintenance work on control system. in the building. any make of car. Despite the on-screen Car Barn is the product of Aston Bob Fountain, owner of Aston demonstration of the Workshop’s response to a growing Workshop, said: “We’ve had system by the pair the demand for affordable non-Aston enormous success in recent years customer did not classic cars and features a range and, as we see so many non-Aston actually buy the car, but of iconic models for sale such as Martin cars passing through Bentley, Mercedes, Ferrari – even our showroom, we felt that the the video is a perfect a Porsche which once belonged to time was right to create a site illustration of the David Bowie – with costs starting specially dedicated to amazing increasingly qualitative from £20,000. non-Aston makes.” nature of personalised video service.

AFTERMARKET

in the automotive supplier segment. powerfullyfully and reliably IT TAKES TWO “Having already fully integrated sales throughoutghout theirtheir entireentire and purchasing in the original equipment life cyclecle and a ZF Friedrichshafen AG is taking another business, our aftermarket business professionalsional diagnosis and repair important step in the integration of TRW partners will now benefit from this with originalriginal equipment spare parts Automotive by combining the two successful integration,” said ZF Chief is providedvided inin the workshops.workshops. It isis aftermarket organisations of ZF Services and Executive Officer Dr. Stefan Sommer importanttant to us to speakspeak withwith one vovoiceice TRW Aftermarket. With effect from January in Frankfurt am Main on Wednesday. in this segment and to ensure that our 1 2017, the new organisation will create the “With its aftermarket activities, ZF products and services are available in world’s second-largest service organisation ensures that its products perform all markets worldwide.”

10 I IMI MAGAZINE I SEPTEMBER 2016 WORKSHOP ANNIVERSARY GIVEAWAY IN BRIEF Jardine Motors Group has teamed Wheel servicing equipment specialist up with online motor finance specialist Pro-Align is kicking-off celebrations to iVendi to integrate the latest generation of mark its 25th anniversary by giving online finance tools into its GForces-built away a complete Hunter PA200 Plus or website, helping to improve the customer PA200 HGV wheel alignment system experience and generate more sales. worth more than £15,000. With iVendi’s Quoteware and Car The system will be offered to one Finance Calculator integration, which lucky workshop in a ‘Birthday Quiz and went live at the beginning of June 2016, Prize Draw’ that requires participants used car buyers can now create, to simply visit the company’s website at calculate and compare finance offers www.pro-align.co.uk/win and answer a that suit their circumstances whilst few questions based on the Pro-Align’s browsing online. newly styled website pages. The workshops with the correct answers GardX International is proud to will be entered into a prize draw at the announce that it has been appointed by end of October. SsangYong Motor UK as its official supplier of paint and interior protection products. This new partnership was agreed after the completion of a full commercial tender. Paul Williams, CEO of SsangYong Motor UK, said: “We are APPOINTMENTS delighted to appoint GardX Protection as the paint and interior product partner To head up its Sonne refinishing programme HELLA has recruited Paul Tredgold, a for the SsangYong franchise.” refinishing specialist who has been involved in the paint industry for the majority of his career and someone who has made a significant contribution to the companies in which Pendragon PLC is celebrating a double success as two of its female he has been involved. leaders were recently announced as being among the most influential British Ray Sommerville has joined Cox Automotive UK as a women in the automotive industry. non-executive director, bringing considerable automotive retail Corporate Services Director, Hilary experience into the group, to help drive business growth across all Sykes, and Head of Marketing of its brands. With more than 25 years in the sector, Ray was most Communications, Victoria Finn, both recently Chief Executive of Perrys. made it into the list of 100 names. An initiative by Autocar, the ‘Great British Women in the Car Industry’ project has Close Brothers Motor Finance has expanded its motorcycle division with the been set up to encourage more women appointment of two new motorcycle account specialists. Lee Collins and Paul Crossley into the automotive industry. have been brought in to assist with solidifying Close Brothers’ position as Britain’s best motorcycle finance provider, as well as to support motorcycle dealers. Axalta Coating Systems has acquired the business of Geeraets Autolak, a distributor of Axalta’s Cromax

A Derby van centre has boosted its senior refinish coating products in the managementm team with the appointment of a new Netherlands for nearly 40 years. HeadH of Business. With more than 42 years of The operations of Geeraets Autolak will industryi experience David May has taken the be integrated into the Axalta organisation, helm at Imperial Commercials Volkswageng n VanVan operating under the Cromax name. Centre Derby.Derby. A BMWi brand retail outlet was recently launched by Peter Vardy Group

Bosal Automotive & Industrial Components is delighted to at its Edinburgh dealership. The new announce its latest addition to the company: MarkMark Viveash – dealership will sell the all-electric joining Bosal’s team as Area Sales Manager. Priorrior to this, Mark BMWi3 model and its sporty big brother, enjoyed a successful career working in a factoringring role with the plug-in hybrid BMWi8. Abergavenny Brake and Clutch (ABC) in South Wales.Wales.

WWW.THEIMI.ORG.UK I 11 NEWS BY TRISTAN YOUNG FRONTLINE

is to increase the number and volume of electric vehicles the Volkswagen Group produces. It currently builds just two pure-electric cars: the VW e-Up and the VW e-Golf; although it does produce a range of hybrids across its brands. “In our Strategy 2025 we are launching an electrification initiative second-to-none in the industry,” said Muller. “The combustion engine remains important. It will be with us for some time to come and will still account for around two-thirds of the new vehicles market volumes in 2030. But that also means the other third will be electrically powered. By then, in other words, A NEW DIRECTION the breakthrough for e-mobility will long be a reality. And we are determined to make e-mobility One year on from ‘dieselgate’, Volkswagon CEO a new hallmark of Volkswagen. “Along this path, the Matthias Muller reveals the German giant is moving Volkswagen Group is going to away from diesel and towards electricity launch over 30 fully electric new vehicles by 2025. We expect that by then we will be selling about two to three million pure-electric t this summer’s Volkswagen BETTER TOGETHER understood and put into practice, automobiles a year. This will Group AGM Muller admitted This new future for the group sustainability is the key to lasting account for a significant share – A the diesel issue had cast a has been set out in a plan it commercial success – especially an estimated 25% – of our total shadow over the business and calls ‘Together – Strategy 2025’. for a company that bears the sales volume. We are stepping up even went as far as calling it a “The new group strategy clears name Volkswagen. In ‘Together our efforts accordingly and will “crisis”. However, he claimed that the way for transforming one of – Strategy 2025’, we have launch a multi-billion euro the VW Group retained qualities the world's best carmakers into formulated a clear vision for the investment program.” such as “strong brands and great one of the world's leading next decade: Volkswagen is to be “A similar goal is being pursued vehicles”, a high level of providers of sustainable mobility. a globally leading provider of in another of our initiatives: technological expertise and This is the vision that guides us. sustainable mobility.” establishing battery technology innovation power, plus a global This is fundamentally what it is And it’s that “sustainable” word as one of the Volkswagen Group's presence and “millions of about for us,” said Muller. that points to Volkswagen’s big core competencies. Battery customers worldwide who “Our aspiration is clear: just as push, something Muller calls a technology is the key to remain loyal”. we have long enriched the lives of transformation and not the e-mobility. It accounts for The costs of the emissions millions of people the world over evolution many other 20-30% of value-added for fully scandal were not small. Muller with our products, Volkswagen manufacturers often refer to. electric vehicles.” said the initial figure was now aims to play a leading role calculated at €16.2 billion, in shaping auto-mobility for SUSTAINABLE CHANGE AUTONOMOUS THINKING although this has since been future generations too. This is “This will be a radical overhaul,” Of course, the issue of range cann decreased by half a billion euros admittedly a lofty aspiration. But he revealed. “Of course, also be solved by selling hybridss because of exchange-rate our ‘Together – Strategy 2025’ developing, building and selling rather than purely electric fluctuations. Interestingly, VW tells you how we aim to achieve it. vehicles will remain essential vehicles, something that Mullerr claims it is well placed financially “To some people ‘sustainability’ for Volkswagen going forward, alluded to in his presentation. to carry this cost but it has clearly has become an overworked or but the face of this business Going hand-in-hand with thee had a huge impact on the way the banal concept, but that does not will change fundamentally.” battery vehicle developments, company thinks and the direction mean it has lost anything of its One of the core pillars to the Muller said Volkswagen Group it will travel in future. relevance. When correctly changes and the nine-year plan will also invest in autonomous

12 I IMI MAGAZINE I SEPTEMBER 2016 cost of VW €15.7bn emissions crisis vehicle technology: “Autonomous “We will develop the necessary driving is another key issue in expertise and are planning to the transformation of our core hire around 1,000 additional business. Admittedly, as someone software specialists, among HOW TO SELL IT: MERCEDES who likes to have his hands on other measures. I am certain the wheel, I was sceptical at first. that this will give us substantial C-CLASS CABRIOLET Meanwhile, I have no doubt clout in this field.” IMPORTANT BECAUSE… with the roof down boot space whatsoever that this Again, it’s this signal that The C-class Cabriolet finally is significantly impacted. revolutionary technology will be retailers will also have to take gives Mercedes an entrant into reality just a few years from now. note of. Autonomous cars may the premium upper-medium ON THE ROAD… “Our aspiration is to serve all not need drivers but they will drop-top market. While this is All versions, even the ultra relevant segments with still need servicing. So, perhaps, the first convertible C-class, fast C63 AMG, are autonomous vehicle concepts manufacturers will be taking on Mercedes did sell the CLK comfortable over poor for private transport as well as software programmers rather Cabriolet until 2009. surfaces. However, the less last-mile solutions for shifting than engineers and technicians fast ‘regular’ versions are people and freight in major cities; in the years to come. WHY WOULD best for enjoying the sun we are working on these topics. It may not have been a SOMEONE BUY IT… rather than the road. Fully autonomous vehicles with strategy anyone would rightly The C-class Cabrio is a self-driving system developed choose but if electric and amazingly refined, top up or ALSO ON THE LIST… in-house will enter the market by autonomous vehicles are the down, looks sleek and oozes The two main rivals are the the beginning of the next decade.” future or, as Muller says, at least quality. The three-pointed BMW 4-series and the Audi A5. Muller also added that the one third of the future, then star is a big draw too. Both of these have been cumulative investment in Volkswagen’s emissions crisis Depending on the engine around a few years now, so the autonomous mobility solutions could well have given the choice the cars are either Mercedes has the advantage and technology will amount to manufacturer just the kick it great cruisers or great until the new A5 convertible several billion euros, much of it in needed to make sure it’s performance cars. appears later this year. manpower. flourishing in 2030. WHO WOULD BUY IT… PRICE AND FINANCE… There will be two types of Prices start from £36,200 for buyer. Firstly those opting for the C200 manual in Sport trim the AMG performance and rise to a hefty £78,295 for versions. These are most ON THE FRONTLINE the 510hp C63 S Edition One. likely to be affluent men IAIN CARMICHAEL, VOLKSWAGEN BRAND DIRECTOR, JCT600 looking to buy into the brand’s UP-SELL race heritage. The second How do you deal with pre-registered stock? group will be mostly looking OPPORTUNITIES… We always strive to meet our partner manufacturer for a high quality luxurious While most versions of the targets without having to pre-register any cars. Where we do four-seat convertible and this C-class Cabriolet come with pre-register we are fully compliant with legislation and take to will probably be a second car. an auto gearbox as standard, market in the normal way via electronic and traditional media. those that don’t should be How do you approach recruitment and do you struggle to get BEST TO GLOSS OVER… optioned with one at £1,500. ‘quality’ people for your business? It may be amazingly well built There’s plenty of options, but if buyers want extra grip the We have a dedicated JCT600 recruitment manager with a great and have the right badge on C200 and C220d versions can network and a strong track record of quality recruitment via our the front but it’s more own website. Agency supported recruitment is a declining element expensive than its rivals. be had with all-wheel drive of our approach to finding good talent. Once found, we have a And like many convertibles, for £1,500. strong focus and commitment to staff retention through excellent develdevelopmento programmes and exciting opportunitiesopportunities to progress within the business. WhatWhat one piecepi of advice about selling cars would you give to a new starter? Listen to youryou customer, get to know them, and don’tdon’t rushrush themth through a rigid, structured process.process. Be fair, be flexible, meet their needs and develop a long term relationship through exceedingexceeding ttheirheir expectations.

WWW.THEIMI.ORG.UK I 13 NEWS BY IAN KERR MBE MOTORCYCLES

is no doubt working on. However, moving back to the NO EASY RIDE positive side of things, Honda (UK) was clearly backing the campaign and Analysing the failure of the recent ‘Ride to Work Week’ encouraging and helping its own staff with the opening of a new CBT but finding reasons for optimism in the form of one training school for staff to coincide local authority initiative with the Ride to Work Week. The market-leader in terms of bike sales, Honda has invested in a facility ide to Work Week’, where the easy, often free, parking, along at its new Bracknell-based European motorcycle industry does its “Not only the with a general improvement in road HQ as a means of helping more ‘R best to get every motorcyclist campaign, skills – riders who drive are better car people enjoy the freedoms of a to actually use their machines – new drivers too – and it is something of a two-wheeled commute. but a lot of or old – to get to work each year, is no brainer! Nick Campolucci, Head of normally a hard sell to both riders and other positive Motorcycles, explained: “Every year the mainstream media. The aim is to PR for A LOST WEEK Honda strengthens its initiatives for highlight the benefits of commuting motorcycling However, this year all the good work first-time riders through the range via motorcycles and scooters, the was lost in the put into promoting the week was of experiences and training we offer. riders of which are among the politics that totally wasted thanks to the week At car and bike shows, at air shows happiest commuters, according to arose from (20th to 26th June) having a certain and at many of the UK’s biggest social a one-off survey by the Office for Brexit theme to it… calendar events of 2015 we gave the vote” National Statistics. Not only the campaign, but a lot several thousand people their first It revealed that riding a motorcycle, of other positive PR for motorcycling taste of two-wheeled enjoyment. This moped or scooter had no negative was lost in the politics that arose from year, by opening our own CBT School, impact on well-being on commutes of the vote, capped by the negative image we complete the picture and ensure up to 30 minutes and after that it was caused by the publishing of the that this enjoyment extends to Honda negligible. This was in contrast to DfT’s Road Casualty statistics for staff, as well as potential customers.” those who walked, cycled, took the bus 2015, shortly after, which showed a or drove, who all experienced a dip in rise of 8% for 2015 compared to the A REGIONAL FIRST well-being after just 15 minutes. year before! Great news from within the industry, Benefits highlighted included a But, before looking at the positives obviously, but perhaps the best news saving in time, so less time in traffic that came out at the same time as was the announcement from means more time in bed; and a saving Brexit and were ‘lost’, several press Northamptonshire County Council in money, especially with some small releases aimed at encouraging and about its new motorcycle project, scooters doing up to 150mpg. Add in promoting the commuting aspect Motorcycle Northants, which makes of PTWs actually scored an own it the first local authority in the UK goal in that they highlighted factors to actively encourage a modal shift working against the industry and towards motorcycles – currently preventing riders considering just 0.4% of all commuter traffic motorcycling as a daily option . in the county. Mainstream motorcycle insurers The scheme is, as you might expect, Carole Nash, Ageas and ERS all came part of a wider plan to encourage out to say that customers would be sustainable transport options offered commuter cover for free for the including cycling, walking and entire working week of the campaign. using public transport. Positive maybe, but highlighting that John Spencer, Team Leader of it actually costs extra for a rider to use Road Safety and Travel Choices, their bike for something other than Northamptonshire Highways said: leisure was counter-productive. “As part of our modal shift strategy, So will a leisure rider want to Northamptonshire County Council increase their already high premiums, intends to embrace motorcycles and not to mention servicing/depreciation scooters as a sustainable transport costs etc., for a saving on commuting mode within the future countywide costs? Certainly a difficult one for the transport programme. Greater use of industry to address and I am sure one motorcycles can bring environmental that the MCIA, behind the scenes, benefits, ease congestion and increase

14 I IMI MAGAZINE I SEPTEMBER 2016 rise in European motorcycle registrations between January and 7.99% April this year accessibility, particularly on journeys made for commuting to places of IN BRIEF employment or education”. Osamu Suzuki, Chief He added: “The road safety team Executive of the Suzuki Motor in Northamptonshire is committed Corporation for more than 40 to improving safety for all road users years, has stepped down from but is also looking at encouraging his position in the wake of a different ways to travel. In 2015 we fuel-economy testing carried out a motorcycle survey to scandal. The company has reaffirm why people were using appointed Toshihiro Suzuki, motorbikes, but also why they were his son, in his place. not! We collaborate with various partners like the Motorcycle Industry Association and the Ride to Work I need a Zero Recent figures show that team to encourage people to take up Zero Motorcycles, which claims to be the global Triumph has reached annual motorcycling as a sustainable and leader in the electric motorcycle industry, has Indian sales of more than better way of getting around.” 3000 units and is anticipating announced that its full line-up of 100% electric Some interesting statistics have growth of 20-25% by 2017. motorcycles, which are designed and built in come out around the county’s Triumph Motorcycles India California, is available at four dealerships in the commuting public and have helped currently ranks second United Kingdom. The dealerships are in the major shape the county’s plans, which no behind Harley-Davidson in doubt will be of benefit to others in cities of Birmingham, Manchester and London and the Indian market for promoting PTWs. Each day in the they are looking for even more dealers in other areas. large-capacity machines. county an estimated 43% of commuter journeys are made by just one person in a car or van, so there is Original Matchless great capacity for some of these to be Motorcycle Company plans made on a powered two wheeler. As a to raise £5mn to revive the county which relies heavily on the AMERICAN RECALLS classic British marque by distribution/logistics industry it is The USA seems to be which has recalled issuing a mini-bond through important that the roads do not the starting point of about 21 million Takata the online finance platform, become congested. most recalls these airbags; 2701 of which Karadoo. Investors will days, probably due to have been used in apparently receive 6% annual MOTORCYCLE-FRIENDLY the more litigation GL1800 Gold Wings. interest for five years and the A second phase of the project conscious society there. The problem is funds will be used to launch will include looking at increasing Harley-Davidson, KTM apparently that the two sports models which will motorcycle-friendly infrastructure North America and airbag inflators may be hand-built at the Onyx race on roads and working with employers Honda are in the frame explode, resulting in engineering factory at to encourage the availability of with recalls this time. the release of metal Littlehampton, Sussex. workplace changing facilities and These recalls are likely fragments that could motorcycle parking. to affect similar models seriously injure, or Legendary Spanish The team are of course acutely sold in the UK. even kill, riders! One motorcycle manufacturer aware of the perception of danger The biggest of these presumes some may Bultaco continues to build its associated with PTWs and have put stems from Honda be in the UK? UK retail network with the a framework in place to make sure opening of the first showroom existing and new riders have access in the City of London to high quality training providers. combined with the worldwide So, combined with the other good launch of the road-legal news – the DVSA’s commitment to pedelec and speed pedelec, working with the training industry Brinco. Bultaco Marketing to ensure that cancellations are Manager Alessandro Biffano brought to a minimum, waiting commented: "London is an times are reduced and everyone important market for Bultaco has access to the test slots that they as demand for clean and fun need – hopefully many learner riders transportation grows.” will go on to a long term career on two wheels.

WWW.THEIMI.ORG.UK I 15 NEWS BY JOHN KENDALL COMMERCIAL VEHICLES

MERCEDES ASSAULT ON BATTERY Revealing Mercedes’ plans for an electric future

ruck dealers will be getting used to PUTTING ON WEIGHT positioned between the chassis rails, but not selling heavy-duty electric trucks within Payload is one reason why heavy-duty battery protruding above them to interfere with body T the next few years if a vehicle on display electric trucks have not been considered viable mounting. These are positioned between axles at the IAA Hanover Truck show in late in the past; the weight of batteries would one and two. The three battery packs are made September is a good indicator of the future. reduce the available payload to an unacceptable up from a total of 1,080 high energy density Daimler Trucks subsidiary, Mercedes-Benz degree. But Mercedes says that factoring in a four-volt cells, with 12 cells grouped to a Trucks, will display the Urban eTruck concept European Commission weight allowance of an module. Each battery contains 10 or 15 modules. on its stand at the German show; the first additional 1,000kg for alternative fuel vehicles Mercedes quotes total battery capacity of 26-tonne gross vehicle weight (GVW) heavy means that the actual body/payload allowance 212kWh at approximately 720V. The company truck with a battery electric driveline to be is reduced by 700kg compared with a similar reckons that 212kWh provides the energy produced, reckons Mercedes. diesel-powered Antos. equivalent of 20-litres of diesel fuel. The three-axle heavy-duty urban That may or may not be significant for an If re-charging is needed, Mercedes has distribution vehicle is based on the Antos urban distribution operation, depending on designed the battery packs to accept 150kW heavy truck range with the Mercedes application, but Mercedes also expects battery rapid charging. At present the maximum rapid heavy-duty chassis starting from 18-tonnes technology to be developed significantly charging capability available in Europe is 50kW GVW. The vehicle on display will be based in the next two years or so, resulting in an but Mercedes expects 100kW rapid charging to on a 26-tonne GVW Antos 6x2 LNA chassis increase in energy density. This could mean become available soon. Using this 100kW equipped with a steering and lifting third that the payload penalty is reduced far more, capability it should be possible to re-charge a axle. Mercedes does not expect to produce or even eliminated altogether, before the fully discharged set of batteries in two hours. a production version until around 2020. vehicle goes into production. Mercedes quotes To save on weight the vehicle is not According to Mercedes, the vehicle will a total weight for the batteries of 2,500kg. equipped with an on-board DC charging unit. have a design range of around 124 miles Mercedes also expects the cost of batteries The vehicle is equipped with a Combo (200km) on a full charge. Mercedes’ to be reduced by a factor of 2.5 between 1997 Standard Type 2 (CCS Combo) charging research suggests that this should be and 2025, reducing cost from €500/kWh to connector. If the vehicle were charged using enough for a day’s operations with a vehicle €200/kWh. Over the same period, Mercedes a 20kW charge point it would take around covering an urban distribution route. also expects the energy density to rise by a 10 hours to re-charge the batteries. Equipment such as cab air conditioning similar factor from 80Wh/kg to 200Wh/kg. and ancillary equipment can make a The lithium-ion batteries are arranged in CALLING ON EXPERIENCE significant impact on range but Mercedes three individual battery packs. The removal of Daimler Trucks can call on experience of says that the 124-mile range includes the the engine and gearbox leaves space beneath electric vehicles through its Mitsubishi use of air conditioning and ancillaries. the cab for one of these. The other two are also subsidiary, as well as the Mercedes-Benz bus

16 I IMI MAGAZINE I SEPTEMBER 2016 the predicted fall in cost of EV battery technology 60% between 1997 and 2025 division. Mitsubishi has been trialling the Canter E-cell battery powered light truck in recent times, while Mercedes-Benz has been producing a diesel/electric hybrid bus for some years. To provide electric drive for the Urban eTruck concept Mercedes has looked to its bus experience and modified a ZF electric portal drive axle from a hybrid bus. This is based on a ZF AVE 130-400 VAC axle with a weight rating of 11.5-tonnes. Unlike the Canter E-cell, which uses a single drive motor, the ZF axle features two liquid-cooled asynchronous traction motors mounted inboard of the brake assembly. Each motor can produce up to 125kW with a continuous rating of 60kW. From rest, the motors can deliver maximum torque of 500Nm. With two-stage reduction IN BRIEF gearing, up to 11,000Nm of torque is available at each rear wheel. Regenerative braking is also provided by the Renault’s Euro-6 compliant range will include better specifications for the drive motors, which can deliver up to 180kW Kangoo, Trafic and Master; more power from many engines; a standard of braking resistance. This drive axle Thatcham-approved alarm for all Euro 6 vehicles; and 40 more Master models. configuration offers a number of advantages Euro-6 Kangoo models will be fitted with a NOx trap, while Trafic and Master over a single centrally mounted drive motor, will be fitted with SCR systems requiring the AdBlue additive. according to Mercedes. The company reckons that it allows more space for batteries, while additional drive axles can be added if required. The EU has fined truck producers including Volvo/Renault, Daimler, Iveco Similarly, lighter two-axle versions could be and DAF a total of €2.93 billion for taking part in a cartel and breaking EU produced and this could become more relevant anti-trust regulations. The cartel arrangement lasted for 14 years, from 1997 as battery energy density increases. The high to 2011, when the EU began investigations. MAN was not fined because it blew voltage power circuit supplying the drive the whistle on the cartel arrangement. motors is also used to drive the air compressor for the brake circuits. Boughton Engineering has signed a deal with US-based specialist body TWO COOL manufacturer McNeilus to sell and fit its front end loader refuse body range in High voltages and power densities also mean the UK. The company will also provide ‘parts and service’ aftermarket support. that components need to be cooled and two First deliveries are expected early next year. cooling circuits for the electrical equipment are part of the vehicle specification. A high temperature circuit cools the drive motors VWCV has launched a new online vehicle configurator designed to help when propelling the vehicle. A low customers choose their new van before ordering it from a VW Van Centre. temperature circuit is used to cool the When finished, the system generates a unique code which can be retrieved by electrical inverters, electrical auxiliaries and the Van Centre, simplifying the also the drive motors. The high voltage ordering process. batteries are provided with a separate chiller unit to provide cooling. Vehicle lighting, windscreen wipers and other standard vehicle Volkswagen has released details electrical equipment is driven from a of the new Crafter range to be conventional truck 24-volt circuit. launched at the Hanover CV Show in Daimler Trucks will also display the third September. It will be available with generation of the Mitsubishi Canter E-Cell, front, rear or four-wheel-drive, a to be named the eCanter, at the Hanover choice of manual or automatic Show. Canter E-Cell trials in Portugal, transmission and four base models Germany and the UK have so far proved with three lengths and three heights. positive. The second generation Canter E-Cell was launched in 2014.

WWW.THEIMI.ORG.UK I 17 THE BIG INTERVIEW COVER STORY

Thinking BIG Tim Kiek travels to North Essex to meet the entrepreneur behind the Big Cars brand, Adam Stott

n most dealerships the closest you’ll I am sure Adam will be relieved to get to ‘ice’ is during an appraisal of a learn that I have never been in his mum’s vehicle’s in-car electrics. Big Cars, spare bedroom; for all I know it could be I however, isn’t ‘most dealerships’. as capacious and opulent as that of Lord During the festive period it installed an and Lady Downton. Assuming it isn’t, ice rink in its showroom: tricky for though, such surrounds represent the demonstrating cars but an innovative most humble of origins for a business TIM KIEK IS THE means of generating publicity, increasing which now reaches over 330,000 people EDITOR OF IMI brand recognition and, ultimately, selling on Facebook. MAGAZINE more vehicles. Less ‘Dancing with the “My strategy at the beginning was to Stars’, more ‘Dancing with the Cars’. build relationships with the people who The progenitor of the ice rink idea, and would want to use me,” Adam revealed. Big Cars itself, Adam Stott, has made a “I used contacts from my time at Ford career of eschewing convention. For one and BMW, as well as constantly thing, at only 33, he has achieved enough networking to get new ones. in business to offer better advice than “It was very much a case of taking one some of the dragons in Dragons’ Den. step at a time and a journey of constant, Adam’s career in retail began at Ford non-stop improvement. I can honestly and continued at BMW. During this say I have never worked harder than in period he worked as a car salesman and those first few months.” had a high degree of success. For many a mid-twenty something a stable, COPING WITH GROWTH profitable job at a world-renowned The combination of such an assiduous company would be enough to satisfy approach to work, combined with Adam’s their professional ambitions. Not Adam. natural tenacity and business acumen, “Whilst I was earning good money, I proved a potent mix and one bound to still felt limited in what I could earn, learn keep the moss from the stone. Due to and how much I could progress,” he said. the volume of work he was receiving “In theory, the logical progression in the Adam started to take on employees dealership hierarchy could have actually and delegate some of this volume to seen my earnings decrease as my role them. Yet he quickly realised that such would have been less commission-based.” delegation came with an inherent "The progenitor Fuelled by this sense of professional problem. “My business was founded of the ice rink incarceration Adam left BMW to on offering people the sort of personal idea, and Big start-up on his own. “I actually sold my service they would struggle to find Cars itself, house, moved in with my mum and used elsewhere and so if they were delegated Adam Stott, has the funds from the house sale to begin to someone else they became made a career my business. My office in those days was disappointed they were no longer being of eschewing actually my mum’s spare bedroom!” looked after by me.” convention"

18 I IMI MAGAZINE I SEPTEMBER 2016 THE BIG INTERVIEW

Big Cars’ big history

2008 2009 2010 2011 2012 2014 2015 2016 Adam leaves Company is First office in Big Cars moves Big Cars’ Romford site Company is New dealership BMW to start incorporated Chelmsford is to Romford Chelmsford is relocated voted into Top in Addlestone, the business and Big Cars established presence is to a much 1000 Businesses Surrey is is born re-established in bigger site to inspire Britain opened larger premises in Witham, by the London Essex Stock Exchange

WWW.THEIMI.ORG.UK I 19 THE BIG INTERVIEW

To counter the loss of his personal it,” he said. “The rate the business KNOWING YOUR MARKETING touch Adam’s solution was, superficially, expanded meant I was plugging holes Recruitment is clearly a vital ingredient a touch counter-intuitive: using everywhere, leading to rushed in the recipe for any successful business. marketing he grew the business even appointments. There was a point where Marketing is another and it is the area more. “By bringing in new business, less we literally would take anyone – clearly in which Adam’s passion truly lies. He reliant on me as a ‘personal brand’, my the wrong approach. may not have said it explicitly but, given salespeople were able to start creating “You have to plan your recruitment Adam’s eyes shone with a zealous vigour their own circles.” fastidiously. Recruit the right people when marketing was mentioned, it Arguably, this was the watershed and then provide them with ongoing doesn’t take Sherlock Holmes to deduce moment for the business: the moment training. If I had recruited better at the this. The myriad marketing advice videos when Adam Stott became Big Cars. With beginning, which a business coach could he has produced and posted online are the foundations laid it wasn’t long before have helped me with, then I am also a rather large clue. Elementary, my Adam invested in bricks and mortar. convinced that I would have achieved dear reader! Big Cars swiftly outgrew its first office, a all this three years earlier. So what is the Adam Stott approach? former estate agency in Chelmsford, and Our recruitment approach is centred “Well one size certainly doesn’t fit all,” he moved to Romford in 2011. A year later round our expectations of the employee; said. “If you are a small business owner the business returned to Chelmsford, we lay these out at the initial interview your approach needs to be very different moving into a premises with showroom so if you come into the business you to that of a large business owner. space for around 10-15 cars. It exists to know exactly what you will be doing. “You need to invest in yourself and this day and, in the month of interview, It does mean we lose some people at this marketing is part of that. It is a process. 95 cars were sold there. Now the stage but we would only lose them six Small businesses should start by company's head office, Chelmsford sits months down the line anyway. We now building relationships and then invest alongside showrooms in Witham, Essex also have in place one person through in marketing when they grow a bit. You and Addlestone, Surrey – the latter whom all recruitment goes.” must also have a clear understanding of having opened earlier this year. A fourth who your audience is and what platform site, in Sudbury, Suffolk, is due to open in you need to use to communicate with it. the next few months. We use Facebook as we want to attract "Our recruitment a young audience; yet this wouldn’t RECRUIT TO SUCCESS work for an Aston Martin dealer. There Concomitant with growing a business is approach is centred is also no point in dabbling: master it the recruitment of staff and Adam is round our expectations or do nothing at all. I truly believe that refreshingly candid about his initial every business owner should be an forays into this world. “I was really bad at of the employee" expert marketeer.”

20 I IMI MAGAZINE I SEPTEMBER 2016 THE BIG INTERVIEW

ADAM’SA TOPTO FIVE TIPS TOP TIPS...FORF BUSINESS SUCCESS

The proof of Adam’s approach is very to create a female-friendly environment much in the pudding. As mentioned for both his staff and customers. With earlier, Big Cars has a Facebook following regard the latter, initiatives include a Develop yourself in whatever of over 330,000 people. It has also sold kids’ play area and regular events like the way you possibly can. over £50mn of stock on social media. annual winter wonderland at Witham. To achieve this Adam put in place a full marketing team – including a A BIG FUTURE videographer – that works on Twitter, Having achieved so much already it will Snapchat, Instagram etc. come as no surprise that Adam has bold plans for the future. Currently the repair INDEPENDENT IMPROVEMENT NEEDED and servicing side of his business is The point of marketing is, of course, to limited to car preparation, but this is Get a business coach – someone sell cars. Big Cars sells almost exclusively set to change. “In the next few months to hold you accountable. used cars and Adam loves the Big Cars will be launching a full retail independent dealer sector. This affection servicing business and I can guarantee it doesn’t stop him from being critical, will be like nothing the industry has seen however. “The reality is the sector needs before,” he said with typical confidence. to professionalise; franchises do it better. Usually I would dismiss such claims I really think there is too much moaning as bombast but Adam’s career and among independent dealers and not achievements with Big Cars to-date enough graft to narrow the gap. I don’t mean I would be erroneous to do so. believe in excuses. Goodness only knows what he has in Bring the right people with “There is also no one holding the sector mind? One thing for certain, though, you – recruitment is vital. accountable which is a big problem. I hold is that it will be ‘Big’ news. my business accountable for everything The business may have started in it does but not all owners will have my a small room but through Adam’s big exacting standards. The independent ambitions, big dreams and big work ethic dealer that doesn’t offer a fantastic service – Big Cars was born. And a bigger success is going to find things really tough” story you couldn’t hope to hear. A desire to increase professionalism in the industry is something Adam shares Customer service – know in common with the IMI and it is thus unsurprising he is currently in the exactly your percentage of process of applying for membership. referrals and retention “I want to become part of a network of like-minded professionals and I think the coaching side of my work fits into the IMI’s ethos very well.” It most certainly does and Adam strikes all the right notes when singing from a hymn sheet that could almost have been written by the IMI. Adam is Love what you do and relish a proponent of licensing as he believes greater regulation will increase the challenges in front of you accountability. He also does all he can

WWW.THEIMI.ORG.UK I 21 LEGAL LINK & DEALER SALES

GLENN THOMPSON DEALER POSPOSITIONITION GROUP SALES SALES TTRAININGRAINING LEGAL LINK MANAGER, LILISTERSSTERS David Poddington of solicitors Taylor and Emmet LLP, In part one of a MOTMOTOROR GROUPGROUP the firm behind the IMI Legal Link helpline, highlights two part special LEVLEVELEL MIMMIMII a question recently received. on pre-qualifying the customer, Glen QUESTION Thompsonlooks After a very busy festive at building trust. period last year we are already looking forward to next Christmas and we BUILDING are considering taking on some additional TRUST delivery drivers to cover The art of ‘qualification’ was just about the first the Christmas rush. As thing I was taught when joining the industry all those years ago. Designed to extract relevant we don’t know how many information from the customer, qualification hours will be required was entirely right for those times; however, could we use a zero-hours the world has moved on! contract and would there Customers now use the internet for several be any risks in doing so? weeks, even months, prior to making contact with a dealership. During this time they have essentially pre-qualified themselves. A zero-hours contract will usually set employees, is that there is no out the terms between an employer “mutuality of obligation” between the They make contact with a dealership, often and a casual worker. As such, any parties. This means that you are under explaining exactly which car (the specific car individuals that you engage are usually no obligation to provide work and the if it is a used model) they are interested in. intended to be recruited as ‘workers’ workers are under no obligation to The customer is around 75% down their buying rather than ‘employees’ meaning that accept it and you should ensure that journey on that car when one of the first they have fewer employment rights this principle remains consistent questions the sales executive typically asks than employees. However, you will throughout the relationship to goes along the lines of: “So is that the sort of still need to provide certain basic minimise any risks. employment rights such as holiday pay, You will also need to ensure that car you’re interested in?” and if it’s a used car, rest breaks and the National Minimum adequate insurance cover is arranged it seems common practice to ask immediately: Wage or Living Wage. as it is unlikely to be able to require “Have you considered a new car?” To minimise the likelihood that the the drivers to insure themselves, Those types of questions do not build trust individuals you engage are actually even if they are only engaged employees you should ensure that they as workers. with customers in this early stage of contact. are provided with a written contract After all, of course that’s the kind of car they MEMBER are interested in; it is the one they called which carefully confirms their worker BENEFIT status. You will also need to stick to this HELPLINE about. And whilst we may switch customers in practice by ensuring that you do not to new cars, perhaps working with the prevent these individuals from working Don’t forget... as an IMI customer on their journey rather than ours elsewhere whilst undertaking work for member you receive 45 would be a better starting point for a your business because so-called minutes of FREE legal advice relationship. The switch to a new car could “exclusivity clauses” are now unlawful. and a further 15% discount The fundamental idea of the on any future consultation come much later, once we have established contract, which is crucial to show the with Taylor and Emmet. trust and confidence with the customer. distinction between workers and

22 I IMI MAGAZINE I SEPTEMBER 2016 LEGISLATION

PROCESS ENHANCEMENT TOP 10

1 Ensure that consumer- facing employees and THE personnel responsible for buying and preparing stock have a good understanding of the rights conferred by the Consumer Rights Act and RIGHTS that they highlight all known vehicle faults to the customer.

2 Add a new MOT on each WAY vehicle sold. 3 Check the vehicle’s service history and have it correctly Looking at how adherence serviced if it is within 3000 customers expect can have serious miles of its next service. to The Consumer Rights repercussions. In 2015 Npower lost 424,000 customers as a result of well 4 Check the accuracy of the Act can tangibly increase a publicised service failures. In March wording on all promotional retailer’s business performance the business announced a loss of activity – avoid ‘over- £99mn and plans to cut 2,400 jobs – promising’ and develop an a fifth of its workforce. accurate photographic record. he Consumer Rights Act, The positive side of an increase in 5 Complete a thorough launched on October 1st 2015, negative customer feedback is that pre-delivery inspection and where such customers are managed T has increased the focus on ensure that it is part of the delivering a great customer well, they can quickly become ‘raging customer’s purchase pack. experience, adding to the FCA call to fans’ and arguably there is less chance deliver both limited ‘good and fair of people silently being dissatisfied. 6 Review and update your consumer outcomes.’ Dealers can Dealers need to be ready to react complaints policy and CHRIS benefit from this regulation by ROWTHORN quickly and positively to complaints, recording process (an FCA embracing the spirit, as well as the IS MOTONOVO or potential complaints, and work to requirement). letter of this legislation, to FINANCE’S HEAD minimise them arising. OF CUSTOMER 7 Be proactive and positive differentiate their business. Quality, It may be almost a year since the OPERATIONS in dealing with complaints not price alone, is what will make a Consumer Rights Act came into force – fast action can often avoid business stand out. but taking time now to review key escalation problems. Customers are more demanding and operational processes can pay this is not limited to the motor dividends in minimising risks and 8 Review and amend all industry. At a recent seminar the Head in creating additional value for every customer documentation to of Customer Service at one of the UK’s customer. Placing customer needs reflect the Consumer Rights largest and most respected retailers front and centre, making the buying Act and outline your reflected that over the preceding 12 "Failure to and ownership experience a pleasure, complaints policy. months their complaint levels had deliver the especially when things go wrong, 9 Ensure every car has a almost doubled, as had correspondence experience should be seen as an opportunity quality warranty that lasts sent directly to their CEO. It is not to to delight and create a long-term customers at least 6 months. say that their standards had slipped, expect can advocate. This cultural shift can it is that customers simply expect have serious be supported with process 10 Consider incorporating a more and can quickly and easily make enhancements to ensure every customer satisfaction process their views known. repercussions" customer’s journey starts, and stays, as part of your handover. Failure to deliver the experience on a positive track.

WWW.THEIMI.ORG.UK I 23 MANAGEMENT & LEADERSHIP

ON THE Sarah Michalik asks if pull learning is the real deal or just another soundbite?

ost people have experienced PULLING GUIDE I have no experience of doing this something called push Generally most people who engage and it is like a minefield. I am M learning, i.e. something with pull learning choose informal constantly having to use pull that you are pushed into. Think and social-based learning, often methods to find out what to do of your schooling or even courses delivered via a mobile device. and – a lot of the time – what I that you have attended in your I bet when you’ve wanted to know shouldn’t have done! In this day and professional career. something in the moment you’ve age, the internet provides me with SARAH MICHALIK IS Sure, the trainer may have checked looked for a YouTube video as a way SENIOR LEARNING most of the answers I need in that your personal objectives, but when of learning something instantly. AND DEVELOPMENT moment. In my professional life I am it comes down to it it’s likely that Push learning tends to be focused CONSULTANT also a massive fan of podcasts: they WITH AUTOMOTIVE someone else has decided how and on the needs of the business; pull LEARNING AND fit in with my day travelling to what you’re going to learn. It’s not learning is focused on learners’ needs, DEVELOPMENT appointments, inspiring and filling exactly empowering or engaging motivation and preferences on how AGENCY RTS GROUP my head with ideas. because it wasn’t your decision. they learn best – it is learner-led. However, you may have decided to Most businesses adopt a learning learn something for yourself and it’s path for individuals to follow in a fair bet you were far more engaged certain time frames but often without and retained more of the content. considering the individuals, nor It could be anything from woodwork giving due consideration to the cost to accounting; the key is that you model if the learning doesn’t stick. decided what you wanted to learn There are a few companies out and you pulled it to you. there that are building on this So what is pull learning? Just concept but, as a whole, there still another buzz phrase used by isn’t a massive offering from the learning and development learning and development professionals to bamboozle community. Most feel like they everyone, or in fact is it actually are pushing the concept uphill and something with some substance? face road blocks from stakeholders. By definition, it’s something that It takes a pioneer to challenge the you choose to do when you want to norm but I am sure the results could do it. And, no, it’s not just another be amazing if people were given the buzz phrase. The benefits are vast choice of how, when and what they and you are more likely to connect wanted to learn. with it as often there is a personal In my personal life I have had reason for doing it. a bash at growing vegetables.

24 I IMI MAGAZINE I SEPTEMBER 2016 MANAGEMENT & LEADERSHIP

PUSH OVER? So is this curtains down for attend a course? And if they do, by curating assets like: traditional learning? Not yet, as what will happen to their confidence • Videos about 70% of training activity is still and to the people that they are • Podcasts meeting the demands of compliance trying to interact with – likely to be • Free instant online courses CPD and regulatory training which will your customers? • Social networking LEARN & LOG always be needed. But maybe those You can encourage pull learning • Webinars supporting the learning of staff by talking about it with your staff • Apps FEATURED need to look at things in a new way; and empowering them to adopt a • Conferences COURSE becoming curators of learning pull learning culture. As well as • Meetings materials by truly responding to a being a powerful tool, it also sends a • Forums Managing from within the team person’s personal development plan message that you trust your staff to • Hints and tips CPD Credit Value 4 and providing a route to a solution identify learning gaps and resolve M £60 +VAT that meets needs in the moment. them. Challenge those who look after NM £75 +VAT What does this mean for you as I would also suggest that you find your learning and development needs Format: E-learning employers? Well I challenge you to out how they like to learn and when to find other solutions outside of For more challenge convention. Ask yourself, they like to learn. Give them access formal courses. In short, look for ways information on if a particular employee needs help to the tools and technology to that offer the sort of personalised, the courses and with conflict management do they help themselves. self-directed approach that we have how to book, please really need to wait three months to Create a diverse pool of learning come to expect in 2016. turn to page 51

WWW.THEIMI.ORG.UK I 25 DIGITAL

FIND YOUR WAY WITH THE APP Why retailers should all be harnessing the ‘app store’ ethos

ust as consumers can now add linked to a dealer management Going forward we must anticipate apps to their mobile operating system is enabling dealers to provide that new apps will become available systems to help make all parts of a genuinely personal greeting for a to the showroom. Sales, aftersales, their lives easier, more enjoyable and valued customer. Once recognised financial control and marketing apps productive; so retailers should be in the dealer’s car park the number all seem inevitable opportunities for seeking the same level of flexibility, plate drives the customer’s profile fresh technology. However, we must speed and convenience for their dealer information and history to a not overlook the value of better access management systems. Leveraging MIKE GADD salesperson’s mobile device to create to dynamic business intelligence. IS GENERAL mobile technologies and embracing MANAGER UK a launch platform for a high quality, On the move, through smartphones new and emerging applications can AT PENTANA personalised customer greeting. By and tablets, Pentana Solutions dealers help dealers to be both more SOLUTIONS enabling a dealer to plug-in this third can already benefit from customised productive and customer-centric, party vendor technology we are able reporting suites. Dealer principals in and out of the showroom. Simply to add a new dimension to the can gain a performance snapshot in put, dealership technology needs an customer experience. real time, enabling them to dig deeper ‘app store’ ethos. when required. Technology is driving consumer MEETING CHANGE lifestyles in a deeper way than could "New and In an open-source digitised market, THE NEW ZEITGEISTT ever have been thought of a few short dealer technology needs to evolve from Looking back, Telex was superseded by years ago. The apps that suit each emerging its traditional control function. It has to fax, which in turn has been superseded customer can be added in a few short technologies move rapidly to support the type of by email and SMS. The inevitable wheel clicks without barriers. In today’s are bringing cultural and process shifts that are of change has simply accelerated at an dynamic market dealers need to ideas to directing today’s informed consumer, or ever-increasing pace. The challenge embrace the same approach to add the risk being replaced by other technology facing dealers is that their dealer technology that complements, market that that supports the changes we are management system’s core operating provides competitive advantage and are helping witnessing. Dealers have to be able to technology needs to be able to improves the quality of their business. dealers to integrate best in class applications into accommodate this pace and many don’t. New and emerging technologies are gain a their operating systems that support As an industry we can either dig bringing ideas to market that are competitive improvements to a dealership’s process our heels in, accept mediocrity and helping dealers to gain a competitive and operational efficiency, and this has hang onto the established systems – edge. As an example, automated edge" to happen quickly, enabling dealers to or we can do what Apple did and number plate recognition technology ‘seize the moment’. ‘think different'.

26 I IMI MAGAZINE I SEPTEMBER 2016 TRAINING Training for TECHNOLOGY James Smith looks at the importance of training staff in the new systems and technologies businesses implement to improve productivity

any organisations are Implementing a new dealer or claims an organisation did not do investing significant sums in management system will typically enough to protect their clients’ data M new technology – no doubt involve training in its use but new from being compromised. attracted by the promises of improved starters can be left struggling to get to These sessions must be regularly performance – but the need to train grips, having missed the initial updated to take account of the employees to use this new technology sessions, and relying on colleagues to changing methods of attacks used is often overlooked. help. A training session that explains by cyber-criminals. It is not a subject It then comes as a surprise to JAMES SMITH the system and includes insight into to be covered once in the career of each IS TRAINING senior managers when the promised MANAGER AT the popular Office applications can employee with access to sensitive data. efficiency and productivity advantages IT SERVICE help new staff feel part of the team And it’s not just about password offered fail to materialise. The effect PROVIDER QUISS – and improve productivity. It could security; it’s about web browsing, TECHNOLOGY on productivity when critical users in also be a good refresher for those still a phone hacking and helping employees a business find Windows 10 has been little unsure of all a system’s features. understand the dangers of sharing installed, without warning or training, information on social media that and everything is different to the A TAILORED APPROACH might be useful to criminals: names, familiar Windows 7 they have used The best training providers will offer roles and promotions of colleagues etc. for years is easy to imagine. on-site training for small numbers of I believe there are too many The same is true for major employees, with sessions designed to organisations implementing new application upgrades: when meet their individual needs. These technology and upgrading significant changes are made to sessions can be backed up with floor applications without really Outlook, Word and Excel. It takes walking training which allows understanding the need to ensure all time for users to adapt and trainers to help users solve the daily employees are trained to get the most without appropriate training the problems they face in their own data from the organisation’s investment. improvements in productivity and systems. And whether that investment is new and efficiency remain untapped. Training users about the risks of garage management software or And training can now include "The best cyber-crime is now essential for all Microsoft Office’s 2016 upgrade, bespoke software used by an training businesses. Despite all the system the lack of training makes no sense organisation, with the best training providers will security, the criminals know the when professional support is so providers offering ‘train the trainer’ offer on-site easiest point of attack is the readily available. services. Here, one of their trainers training individuals using the system, will sit in on sessions delivered by the for small not the system itself. provider of the software to understand Sessions on cyber-security for the integration and allow them to numbers of employees handling personal data deliver future training sessions employees" like names, addresses and credit for new employees. information helps mitigate any risks

WWW.THEIMI.ORG.UK I 27 MARKETING

WHAT’S IN THE MIX? Paul Smith gives his take on how to rid your business of any marketing dissonance

hen it comes to formulating the best FIRST ENGAGEMENT marketing mix to support sales The key question is still: which media works Wstrategies automotive dealerships best as the source of initial engagement when are spoilt for choice. Deciding which retailers want to match media to car buyer channels dealers should invest in requires categories? For example, offline brand meticulous planning, informed by market exposure such as print advertising or even intelligence and validated by response-based billboards may be what's actually steering statistics, plus a dash of seasoned gut-feel. some car buyers into online engagement. The many digital marketing options Yet at the point of sales closure it's digital that promise ever-closer purchaser reach and often receives the credit for that sale. In engagement, particularly amongst the next reality, different channels are doing different generation of car buyers – the fabled jobs. The Digital Billboard might reinforce the ‘millennials’ or ‘connected generation’. brand values of a particular marque but it is However, more traditional media choices for the advert in the local newspaper which might advertising, like print (national/regional bring the now engaged customer into the newspapers and trade press) and radio nearest dealership stocking that brand. (broadcast and online), still have their place The ideal is to know precisely how many in the mix for Generation Xers and older. people see your adverts and other marketing Decisions around percentage of budget content and how many are taking action to being devoted to advertising is now click-through to your website to make further complicated by the fact that the old ‘above enquiries. Once benchmarks are established and below’ dividing line between editorial work needs to go in to consistently matching and ad placements has all but disappeared. or improving these numbers. This degree of However, it is easy to argue that online granularity can only be delivered online and OVER-EGGING THE PUDDING adverts (banners) are easier to measure. it's this fact which is helping drive spend in the For the ‘connected generation’, meanwhile, Indeed, most ad salesmen offer you a direction of digital platforms. OEMs and dealerships are making an specific number of monthly impressions Profiling target car buyers by age and income abundance of information and marketing and suggest benchmark click-through rates bracket is still an instructive starting point for content available online; but there are which your ad should be attracting. If you broadly fitting advertising and marketing aims some unintended consequences of online don’t get these you might even ask for to media channels. Younger car buyers – ‘over-marketing’ emerging. One is that a your money back. As traceability improves particularly those millennials (born anywhere combination of data overload and search online, so does the volume of online ad between the early 1980s and 2000) – are more fatigue can cause even the keenest car buyer spend. According to eMarketer, automotive likely to be responsive to digital campaigns to delay or abandon their enquiry. The other industry expenditure on digital advertising which flex seamlessly from manufacturer and danger is that all this online information (display and paid search adverts) will local dealership websites into social media gathering is reducing the physical number exceed $8.49bn this year and rise to channels; whereas Gen X (now anywhere of trips to dealerships significantly. $12.08bn in 2019. between 36 and 50) are more inclined to This has recently been evidenced by Penske Most of this money is not additional, respond to print as well as digital approaches. Automotive Group in the US, whose ‘Preferred illustrating the point that the bulk of There are some quirks automotive marketers Purchase’ online shopping tool, now being budgets are on the move – from hard copy will have to work around. Swathes of often trialled for roll-out to 115 of its dealerships' print advertising to digital media domains. wealthier baby boomers, for instance, are likely websites, enables customers to conduct most Some US automotive OEMs – like Ford, to be influenced by an even wider media mix of an automotive transaction online and just Chrysler Group and Toyota (branded Scion – taking in out-of-home billboard advertising show up at a dealership to finalise the in the US) – have been encouraging their and regional radio, as well as on- and offline paperwork. Company Chairman Roger Penske dealers to apportion more spend to digital advertising. Often among the most declared that this option has resulted in channels. Many magazines bundle online affluent of car buyers, they are less higher conversion and deal-closure access to their titles with hard copy likely to splash out on the latest rates. Other US dealerships are subscriptions in order to avoid being cut smartphone or tablet PC to aid also trying the ‘mainly online’ out of digital budgets. their car-buying prep. closure approach.

28 I IMI MAGAZINE I SEPTEMBER 2016 It doesn't take a degree in computer science "For the to realise that being able to bring the online ‘connected information requirement and the sale (even just a couple of clicks) closer together is a 13 – 17. 9. 2016 generation’, development that digitally-inclined car buyers meanwhile, will like. It also helps to explain why all-digital OEMs and UK arrivistes, like Carwow, are seeing such dealerships are significant user uptake. Carwow’s ‘disrupter’ model borrows heavily from one that has Save your online ticket making an already been fully tried and tested in the in advance now! abundance of online travel, property and leisure sectors. information and As such, Carwow is sometimes called the marketing Expedia, TripAdvisor and/or Zoopla of new The world’s leading trade fair car buying world. content Its online platform enables buyers to select for the automotive service industry available a preferred model and then alerts more than online" 1,000 registered dealerships about the opportunity. The dealers then contact the Welcome to Automechanika Frankfurt! Your customer with their best offer on the desired chance to be among the decision-makers of vehicle and manage the rest of the trade, industry and the maintenance and repair transaction themselves. Carwow also shares TripAdvisor-style service segments. Discover the latest inno- customer service star ratings and historical vations driving the automotive industry. In terms customer feedback quotes with would-be of its breadth and depth, Automechanika is purchasers. It makes money by charging the dealer (which sells the resulting car) a unique in the world – no other event showcases modest commission. mobility on such a diverse and international platform. MYRIAD MARKETEERS And Carwow is not alone in this new car-shaped digital gold rush. Digital marketing services automechanika-frankfurt.com specialists like CarGurus, Autovolo, Autoweb [email protected] Design, Bluesky Interactive, Gforces, MB Tel. +44 (0) 14 83 48 39 83 Advertising and Marketing Delivery promise great online results for dealerships. Firms like these are well placed to advise on the marketing mix because they are already working with a number of dealership groups and know what works. What these changes will mean is that more power will progressively be handed from the sharp-suited salesman in the dealership to the customer. Customers are doing more and more decision-making online before they get PAUL SMITH to the dealership. These are powerful tools, POSITION: some of which definitely move the ‘power DIRECTOR, needle’ in the direction of the customer. TRAKA One reaction is to come to the table with clear, up-to-date, attractive, shareable LEVEL: content detailing current stock and finance FIMI offers,offers,, while while sim simultaneously building engagementengagement withwitth interested followers via socialsocial marmarketingketing channels. Traditional advertisingadvertising momodelsd aren’t going to disappear overnightovernight butbut nowno is definitely the right time to start yyourour digitaldig marketing experimentation.experimentation So testing, learning and testingtesting aagaingain fefeelse like the right way forward in tthehe bbraverave neneww consumer-powerful world.

WWW.THEIMI.ORG.UK I 29 MODERN FINANCE

THE FINANCE TIMES In this special feature, IMI Magazine enlists the help of Moneyway, Startline, Mann Island and Alphera to paint the modern landscape of finance for retailers

THE TRENDS

FINANCE FIRST CONTINUED GROWTH DEAL AND DELIVER WING-TO-WING Consumers are increasingly OF POS FINANCE Dealers have become TECHNOLOGICAL arranging their finance online FOR USED CARS increasingly focused on securing PROCESS before selecting and securing Used car point-of-sale a sale on the consumer’s first Supporting the instant a car. This has become finance has continued to visit to the showroom. To decision review system, a particularly prevalent in the rise with the latest FLA respond to this, lenders need to complete end-to-end service near and non-prime space figures showing a 10% growth provide instant decisions while must be offered to ensure the but we are starting to see this over the last 12 months in concluding document production best customer experience. move across the risk curve as the number of used cards and pay-out within a two hour With consumers busy and it becomes the norm. bought on finance by window. In line with consumer often unable to spend the consumers through demand, the process of time to visit dealerships, dealerships. This highlights purchasing a car is becoming lenders must also be able to the appetite from consumers quicker and slicker, a quick complete all checks online, for finance on used cars. response from finance lenders making the process as easy is essential. as possible.

30 I IMI MAGAZINE I SEPTEMBER 2016 MODERN FINANCE

THE HUMAN TOUCH STARTLINE LOOKS AT THE IMPORTANCE OF RETAINING THE HUMAN ELEMENT IN THE PROCESS OF DETERMINING FINANCE

hen you talk to motor finance their companies about their capabilities customers, W most will immediately point to the as well as the investment they have made in technology. lenders themselves. They are not wrong to do this – technology Our view is that there should be the has revolutionised large parts of our opportunity for ongoing dialogue around industry in recent years and looks set to the process, whether that takes place continue to do so. online or over the phone. For example, At Startline we often do the same. Since if you are going to work closely with a our company was formed in 2013 we have dealer it helps everyone if they develop spent a large proportion of our resources an understanding of how your business on systems and, when potential customers operates – and this is only really possible talk to us, we proudly show them what we through conversation. can offer. For example, the number of The other area is when it comes to applications that we process in a fully underwriting decisions. We position automated manner grows all the time. ourselves in the market as a flexible However, what is also clear to us is that lender and, as part of this, the human as the industry becomes mechanised it element is crucial when it comes to brings into sharp relief why you need assessing the creditworthiness of people to intervene at key points, whether individuals. Technology cannot always that is to communicate more successfully easily tease out the details of an or make complex decisions. applicant that shows their application The need for the human touch falls into to be a perfectly sound piece of finance two main areas. The first is dealer to write. To do so takes a person. communication. Some major lenders are We believe strongly in the power of moving towards an almost entirely online technology and its potentially business model that, whilst arguably transformative effect on our industry – efficient, can also be quite impersonal and but we believe just as deeply in the power doesn’t always work well for the dealer and of human intervention.

A POINT TO PROVE PCP CONTINUES MANN ISLAND EXPLORES WHY THE BEST INTERESTS TO DOMINATE OF CUSTOMERS ARE NOW ENSHRINED IN THE FINANCE The new car market has PROCESS BY THE ‘FCA PRINCIPLES FOR BUSINESSES’ continued to be dominated by the provision of PCP he March edition of Which? reported on of helping the customer understand the finance, particularly in the the findings of 24 mystery F&I shops to financial implications of an agreement. prime space where franchised dealers. Some of the visits In today’s FCA-regulated consumer credit manufacturer finance T found there were shortfalls in the point-of-sale market dealers must develop and sustain products rule. Used car PCP finance experience, including a number of compliance with regulation – and this will on nearly new cars in the issues obtaining a written finance quotation mean greater attention to both the spirit prime space has also grown with some dealers providing an incomplete and letter of the regulation. significantly, however, there quote and others failing to provide any That ‘spirit’ is embodied by principle six of is little appetite by lenders to information at all. It may not be mandatory FCA Principles for Businesses which requires support a PCP product in the to always provide a written quotation but this firms to ‘pay due regard to the interests of its

near and non-prime sectors. *Courtesy of Moneyway practice should be encouraged in the interests customers and treat them fairly’. It is from

WWW.THEIMI.ORG.UK I 31 MODERN FINANCE THE SIX FCA OUTCOMES 1. Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the this principle that the ‘treating Customers corporate culture. fairly’ (TCF) outcomes flow. Now that the Products and services marketed and sold in the retail regulator’s attention is moving away from 2. authorisation towards supervision and market are designed to meet the needs of identified enforcement, dealers should be looking consumer groups and are targeted accordingly. again to ensure they are operating in a customer-centric manner and delivering 3. Consumers are provided with clear information and are the six TCF outcomes required. kept appropriately informed before, during and after the Given the clear risk to both the dealership and its 'approved person' of point of sale. falling short of FCA requirements, all dealers should be keeping their showroom 4. Where consumers receive advice, the advice is suitable and online finance promotion practices and takes account of their circumstances. and procedures under review to ensure that consistently high standards and 5. Consumers are provided with products that perform as firms professionalism are maintained. have led them to expect, and the associated service is of an Central to FCA compliance is ensuring that the needs of the customer are met. For some acceptable standard and as they have been led to expect. dealers this may require a cultural shift and Consumers do not face unreasonable post-sale barriers certainly there are some procedural changes 6. that dealers can adopt to ensure that the FCA imposed by firms to change product, switch provider, owutcomes are always observed and that this submit a claim or make a complaint. can be demonstrated.

THE FUTURE OF FINANCE ALPHERA FINANCIAL SERVICES DISCUSSES THE FIRST CHAPTER OF ITS ‘FINANCING THE CAR OF THE FUTURE’ REPORT

n the past decade the transport sector. Yet it is still to looking ahead to the next 12 This is just a snapshot of automotive finance sector be agreed what the best direction months, it is likely that PCP will how the car finance industry is I has been constantly evolving is in terms of technology. This continue to perform strongly adapting to the ever-changing and having to adapt to new is also true for how the finance whilst PCH, despite making products entering the market technologies and regulations. market has evolved around the some more headway, is not place. EVs now represent just However, one of the most rapidly-developing ultra-low currently the product of choice over 1% of the total new car obvious trends is the number of emission vehicle industry. for most dealers. market in the UK (Next Green pure electric and hybrid vehicles For instance, many in the This could be happening Car, 2016). This looks set to that have made their way into market expected PCH (personal for a number of reasons. continue to grow over the mainstream consciousness over credit hire) to be the product Early adopters of EVs, for next few years so it is vitally the past couple of years. of choice – to take into account example, tend to be technology important for car finance In producing the chapter for technology obsolescence and enthusiasts who go to great providers to be aware of the our ‘Financing the Car of the battery developments. However, lengths researching the product, trends and how they need to Future’ report, we have been giving them a much higher level adapt their products to stand out speaking with a wide range of of confidence in it. In addition, in a competitive market place. academics, dealers, brokers and many of the dealer networks As an industry we must industry figureheads. These "Early adopters of EVs, for selling the new vehicles also listen to our customers and conversations have indicated example, tend to be have a more conventional work with innovators to ensure that there is an acceptance of technology enthusiasts business operating alongside the products we deliver in the new technologies to help meet them, so they have extensive future match the demands of an global emissions targets and who go to great lengths experience in explaining and increasingly technology-driven reduce carbon levels from the researching the product" selling purchase products. marketplace.

32 I IMI MAGAZINE I SEPTEMBER 2016

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WWW.THEIMI.ORG.UK I 33 DIAGNOSTICS

Avoid the DIAGNOSTIC TRAP GSF Car Parts explains why increasingly aggressive sales tactics from many suppliers of diagnostic equipment may be acting against the best interests of the independent aftermarket

ue to inherent complexity, EXERCISE CAUTION essential investment in the diagnostics diagnostic equipment has Garages should be cautious of ‘too good products they increasingly need to work Dalways been very easy to to be true’ deals as well. These offers profitably on modern vehicle systems. mis-sell. This can occur both happen because the motor factor, or There’s absolutely no way now for accidentally, through lack of the manufacturer, has a lot of stock independent garages to be working knowledge on the part of either of a particular product to shift. on modern vehicles or running a party, or through sellers being quite This can be because they’ve bought thriving forward-looking business deliberately ‘economical with the in bulk or because a product is coming without having the specialist truth’ regarding the real-world towards the end of line and it’s when "Garages diagnostics tools to interface with functionality garages can expect. we most often find garages get sold the car’s electronic systems. There are three main problem areas. something that isn’t right for their should be In the right hands, the right The first issue is exaggeration of needs. So even if the initial price looked cautious of diagnostics tools are a vital aid that will vehicle or system coverage. Secondly, appealing, it’s poor value when the kit ‘too good to save skilled technicians’ time and allow there’s simplification of the process of they buy doesn’t do what they need it be true’ the completion of repairs that wouldn’t setting up or learning to use these to, or what they expected.” otherwise be possible. What they won’t tools to their full potential. Finally The danger, then, is that garages deals as well" do is turn a struggling technician into comes claims over future support or caught out are then put off making a master technician! software and data updates. These problems have been getting worse lately; diagnostics are now more main-stream, which means more suppliers are involved. Your diagnostic checklist This might appear to be good news Garages looking at buying examples of satisfied that they will later rely upon for garages as more choice and more diagnostic equipment might customers – either through • Ensuring any verbal competition would often be good for be wise to consider: an initial recommendation assurances given on critical customers seeking good value but, • Analysing the work the kit is from another garage, or by areas like system coverage instead, we’re seeing suppliers being procured for asking the supplier for a are also obtained in writing tending to compete on price – and at • Contacting at least three reference customer and then making it explicitly pretty unsustainable margins too. different suppliers initially • Looking beyond the price clear that the purchase order The result is either over-promising • Favouring brand names and tag – too often garages has been made conditionally and under-delivering in order to suppliers who are fixate on this without upon these assurances to clinch a quick sale and move on or, recognised properly evaluating the prevent future arguments more often, the selling of a poorly and established support and warranty • Think about the technician suited solution through a • Getting real-world systems behind the product as well as the tools ‘one size fits all approach’.

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WWW.THEIMI.ORG.UK I 35 FLEET MANAGEMENT

THE FLEET FORMULA Sergio Barata addresses what the fleet industry can learn from the processes and technologies of Formula One

1 is at the pinnacle of motoring: McLaren, which has been sharing use and monitor how the car is an elite competition that its data systems expertise with cornering. Sensors on the suspension Frequires cutting-edge innovation ConocoPhillips for use on oil rigs. measure the car’s speed and how force in engineering and tech to propel cars But a bit closer to home, how can affects the vehicle. round a track at incredible speeds. companies that have vehicles and This data, as well as similar The sponsors are the planet’s biggest people in the field learn from how F1 information on the competing teams, brands and the drivers are celebs, teams embrace connectivity and data? is shared with the driver and up to 60 SERGIO BARATA out-earning most of the world’s other IS GENERAL engineers and sports scientists. Indeed high-profile sportsmen and women. MANAGER REAMS OF DEEP DATA in a typical F1 team data is also shared F1’s commitment to innovation is AT TELOGIS Every F1 race car now has more than with 100 remote engineers across the so great that it probably comes as no 100 sensors across the vehicle globe. Infiniti Red Bull says it takes surprise that other industries can collecting reams of deep data. Installed under 300 milliseconds for data from learn a thing or two from the way along a car’s chassis, tyres and the farthest track in Australia to reach it operates – particularly how teams throughout the engine, they measure Infiniti Red Bull’s UK team. use connectivity and data to get a the likes of stress and downward force, How is this data interpreted and competitive edge. One example is brake temperature, tyre pressure, fuel actioned? Real-time simulations run

36 I IMI MAGAZINE I SEPTEMBER 2016 FLEET MANAGEMENT

possible outcomes of the race. Every management (MEM) software line of a business is vast. And these piece of information gleaned is platforms and vehicle-wide sensors "Managers savings can be invested elsewhere analysed and changes are made live, to get feedback on driver and in the organisation. and in retrospect, to increase the likes vehicle behaviour. that are of fuel and aerodynamic efficiency. What behaviour can be fed back alerted to GAMIFICATION Data is also used to measure impact upon? Driver behaviour can be the inefficient Tech can also be used to harness forces and can give doctors insight into likes of harsh braking, acceleration idling or another aspect of F1 – driver potential damage a driver may have or seatbelt use. Vehicle information delivery competition. Modern mobile apps suffered as the result of a crash. can be aerodynamics, weight of load, allow gamification to be applied This continuous optimisation of F1 idling, delivery schedules or nuanced routes can to fleets. This means drivers can teams and their drivers comes from information like refrigeration then mitigate compete against others in their connected intelligence – information temperature or crane extension. against it" team, or even nationwide, on safety pulled from big data. There is a laser Having visibility on, and then and efficiency measures such as focus on the need to be able to analyse actioning against, this data can speed limit adherence, braking and and get better and better: learning change a business. Managers that acceleration. Through tech and data through data. But you don't have to be can see which of their drivers are the competitive instinct of drivers a F1 team to benefit from these ideas. accelerating too harshly or speeding can be harnessed to drive down fuel can communicate live or in hindsight costs and improve safety. FLEETS LEARNING FROM F1 to drivers to address the issue. There are clearly significant Whilst mobile companies aren’t Managers that are alerted to differences between F1 and mobile focused on driving round a track at inefficient idling or delivery routes enterprise management. But managers 220mph they do need to optimise can then mitigate against it. that are able to learn from the use of routing, driver behaviour and The impact this has on the fuel tech and harness the competitive manage assets within their business consumption, efficiency and safety of spirit fostered within the sport to get the competitive edge in their a vehicle – and the staff who operate will make great strides in their marketplace. This means using tech them – is significant. Rolled out marketplace through significant in the form of mobile enterprise across a fleet, the effect on the bottom bottom line savings.

EMBRACE GAMIFICATION MANAGE YOUR BUSINESS FORMULA As we see in every grand prix, OUTSIDE THE FOUR WALLS competition between drivers MEM provides fleet managers FOR SUCCESS is a huge factor in maximising the with the ability to extend the enterprise performance of the team. Whilst it’s outside its traditional four walls. COMMIT TO INNOVATION best to avoid comparing ‘lap times’ When a vehicle leaves the depot it no As F1 shows, organisations across the fleet, giving drivers the longer needs to be considered an that continually explore the ability to compare their performance external asset; it should be considered boundaries of possibility are those with their peers provides them with an as an extension of the business and which stay ahead of the competition by incentive to improve their driving as critical to a workplace as the desk of defining the future agenda. Where behaviour and, by extension, the the CEO. possible consider cutting-edge efficiency of the fleet. solutions which can give your fleet a competitive advantage. SEE THE BIGGERR PPICTUREICTURE There’s no needd ttoo MAKE THE MOST monitor your fleeteet OF YOUR DATA on a vehicle-by-vehicle In the modern era data is one basis any more. With MEMM of the most valuable commodities that you can view all of your an organisation can possess and it has assets from one singularr huge potential to change how platform, enabling you too organisations operate, if used well. manage multiple workloads,ads, Take F1’s ‘marginal gains’ lead and use monitor performance andd it to improve the performance of both allocate resources effectivelytively vehicles and drivers across your fleet. through one singular interface.erface.

WWW.THEIMI.ORG.UKWWWW.T.TTHHEIMEEIIIMMI.OI RRGRG.G..UUK I 37 FLEET MANAGEMENT

MYSTIC MECH(ANICS) The RAC is planning a predictive telematics system that could stop breakdowns before they happen. Jack Carfrae asks what such a service will mean for the motor industry

nyone who tells you they can “We’re testing it on our own patrol turn the organisation’s business predict the future is usually fleet,” says Jenny Powley, Sales model on its head, to the point where best ignored, but the RAC Director for Corporate Business at the RAC becomes a preventative A claims to have cracked it – the RAC. “The information from the service. “Roadside has always been and it’s rather clever. The breakdown car can be read and you’ll be able to a reactive service; something has to provider is developing a system that tell if a vehicle is going to break down. happen before we get involved. Over combines its historical breakdown It will stop people driving with worn the next couple of years it will be a JACK CARFRAE data with telematics, creating the IS A MOTORING tyres, engines suddenly seizing up much more proactive service and we’ll ability to spot common faults with JOURNALIST and poor maintenance creating loss be stopping vehicles breaking down vehicles and warn the driver before WITH A of control. before they do. BACKGROUND they actually happen. IN FLEET AND “We’ll supply that information “You’re never going to wipe The firm says it attends in the BUSINESS proactively to the driver and say ‘we breakdowns out but we reckon we’ll region of 2.5mn breakdowns a year REPORTING know you’ve got a problem with your get to a place where there are far, far and compiles a report for each one. car; it’s safe to drive but you need to less. At the moment we reckon we can It’s this data that’s used to forecast book into a garage to be checked – and prevent about 7% of breakdowns but what’s likely to go wrong with would you like us to do that for you?’ we’re expecting that to increase as we individual makes and models of or ‘you need to stop driving now, we’ll get more data.” vehicle, down to the mileage at which get a recovery vehicle out to you’.” She also claims the service can be the fault is likely to occur. Powley believes the service could applied to accidents to better prepare

38 I IMI MAGAZINE I SEPTEMBER 2016 FLEET MANAGEMENT

recovery vehicles before they head to makes and models of cars will probably as measures to prevent vehicle a scene. “Breakdowns we can manage MEET THE decrease. I’m not sure that would be downtime are no bad thing. “When proactively, accidents we can’t, but EXPERTS valued by motor manufacturers if it’s vehicles breakdown it’s a nuisance,” with the technology we can read the made very public.” says John Pryor, Chairman of the vibrations from a vehicle and we’ll Association of Car Fleet Operators. know what type of accident it is and LOCKING DOWN THE CUSTOMER “Anything you can do to help, as long what needs to be done in order to help OEMs already have a foot in the door as it’s provable, is fine. No one wants that driver.” with predictive telematics and are downtime or the hassle and it’s not considering it as a means to lasso just the breakdown – it’s getting it WIDER RAMIFICATIONS Alex Rothwell owners back into the franchised fixed and sorting transport in the As positive as such technology MASTERNAUT network. “I know some OEMs are meantime. Anything that helps is sounds, it comes with a shred of doubt involved in predictive research,” says a bonus.” for the retail motor industry. Vehicles Alex Rothwell, Chief Technology that know what’s going wrong and Officer at telematics specialist PROOF’S IN THE PUDDING when, along with the provider’s Masternaut. “If you think about Pryor thinks fleets are likely to ability to steer them towards a the connected car and some of the be dubious until they’ve seen the garage or dealership of choice, begs services the OEMs want to, and technology in action, though: “I don’t the question as to whether smaller already, provide, I think this is on want to be cynical but does it actually Stuart James repairers in particular will see a dent INDEPENDANT the list of things they want to do. do what it it’s predicting on the tin? in their revenues. GARAGE Arguably, they’re better positioned There are a lot of very sceptical fleet ASSOCIATION “I don’t think it will have much because they understand their car managers who may debate that. impact,” says Stuart James, Director of systems very well, so they may have “It then becomes a case of ‘what is the Independent Garage Association. an edge here.” predictable?’ If you get a flat tyre then “If you get a letter through explaining However, the success of that that’s still a breakdown but there’s no that the clutch goes at 50,000 miles ultimately depends on how the way you can predict that. It sounds on your particular car, it’s a bit like technology guides the driver. If the great on paper but you’ve got to be scaremongering. Would that prompt likes of the RAC hook up with the able to prove it.” you to buy a new clutch or would Jenny Powley manufacturers then it’s quids-in for The final cloud hanging over you go to your local garage and ask RAC the big brands, but if they instead predictive systems comes back to what it’s all about? I think it will be divert drivers to their nearest garage the now common big data argument perceived by many customers as an or to one of a chain of aftermarket and, more specifically, who owns it. up-sell or an opportunity to sell parts, repairers, the OEMs could lose out. “There’s a much bigger piece on who services and make money.” “If it starts to direct people to owns the data and fleets want some He claims that broadcasting a alternative service arrangements assurance on that,” says Pryor. “Is vehicle’s known faults could also have outside of the OEM controlled it the driver’s, the employer’s, the a detrimental effect on its value. “The network then that could be a threat leasing company’s, the manufacturer’s John Pryor owner might appreciate the tip-off but ASSOCIATION OF CAR to revenues,” adds Rothwell. or the supplier’s? We need a clear when that information goes live on FLEET OPERATORS The fleet industry is likely to understanding of where the data is social media the value of particular welcome predictive telematics, and what it’s going to be used for.”

Seeing the future: the telematics industry’s view Predictive telematics may be offer similar products,” says to draw some conclusions but environment in terms of the talk of the town but Alex Rothwell, Chief then be wrong. That level of the sensors they use. reactive services that flag up Technology Officer at false positive is high and it “I think [predictive readable faults are already Masternaut. “All of that data undermines the credibility of telematics] is definitely on up and running. “We can be collected and it’s the system, o people just turn the horizon but turning all launched a product to pretty credible.” it off. The trick here is getting that data into something capture floating data that Rothwell claims predictive it predictive and reliable. that’s actionable by tells you the state of the car’s services are well on the way “There are industries where someone is pretty difficult. health through the OBD and but there’s still work to do to this is used, and used There’s a lot of hype and other systems – warning hone their reliability. “One of successfully. The turbine it’s conceptually a good signs, service intervals etc. the problems is what I call industry, for example, makes idea, but I’ve yet to see – and there’s a number of false positives; it’s very easy use of these things but they’ve anybody really show that telematics companies which to look at data for a computer got a much more controlled it’s truly predictive.”

WWW.THEIMI.ORG.UK I 39 SENSING FAULTS EVER-TIGHTENING EMISSIONS REGULATIONS HAVE GIVEN LAMBDA SENSORS A VITAL ROLE TO PLAY. WORKSHOPS NEED TO BE EXTRA VIGILANT ABOUT FAULT-FINDING AND MAINTENANCE TO AVOID EXPENSIVE REPAIRS AND INVALID WARRANTY CLAIMS. NICK THOMAS,, PRODUCTUCT MANAGERMANAGER AT DENSODENSO SALES UK, GOESS THROUGHTHROUGH THETHE MOSTMOST COMMONCOMMON CAUSES OF LAMBDA SENSOR CONTAMINATION

simple two-step inspection should providevide A a fool-proof method whenhen checking lambda sensors for anyny sign of damage or contamination:ion: • Check the sensor’s connectorr and lead wire for damage. Thee connector should be clean, intact and water-tight, withoutout any signs of grease, lubricantsts st or chemicals on it. These can Contamination Checklist affect its delicate output signals which are highly NORMAL sensitive to contamination Appearance: ADDITIVEE ATION • Check the sensor’s protection • Sensor is free of any residue and CONTAMINATION sleeve for signs of damage thatat is dull in colour Appearance: could indicate a dent or crack white deposits Cause: • Excessive red or white deposits inside. It is important that thee • Clean engine burning as a result of Cause: sensor element is intact in use of proper preventative engine maintenance • Contamination due to use of order to work correctly ditives. excessive or harmful additives.additives Certain ingredients of fuel additives WARNING SIGNS lement. ANTIFREEZE CONTAMINATION can contaminate the sensor element. Because lambda sensors are Appearance: When burned in the engine they usually located in the exhaust • Excessive grainy white-grey colour, cause fumes that will contaminate stream they can become sometimes greenish deposits and/or clog the sensor element contaminated over time. Cause: Fortunately, the easiest way to Solution: • Contamination due to the presence of diagnose problems is by simply • Clean the engine and/or fuel system coolant fluid in the engine cylinders examining the part to determine to remove the additives what the cause of contamination Solution: • Replace the sensor might be. However, this means • Check the engine coolant system, especially the head gasket, for that without a depth of LEAD CONTAMINATION knowledge workshops can lose leakage and repair time, money and customer • Replace the sensor Appearance: Shiny, dark grey deposits service ratings by incorrectly • diagnosing faults. Cause: OIL CONTAMINATION Whenever a sensor is found • Contamination due to use of to be contaminated it must be Appearance: leaded fuel Excessive dark grey/black deposits replaced. After replacement, • • Lead attacks the platinum which is however, the catalytic converter Cause: present both on the sensor element should also be checked because • Contamination due to excessive oil and in the catalyst. the converter can also be consumption Solution: damaged by contamination, Solution • Remove the leaded fuel from the reducing its capacity. • Check the engine for oil leakage or vehicle and refill with lead-free fuel wear and repair if required • Replace the sensor • Replace the sensor

40 I IMI MAGAZINE I SEPTEMBER 20166 IN ASSOCIATION WITH

SHORT- CHANGED NGK DETANGLES THE FACTS FROM THE FICTION WHEN IT COMES TO CLAIMS ABOUT SHORT-RANGE SPARK PLUGS

CLAIM: A limited range of plugs can cover 90-95 percent of the car parc. FACT: Several manufacturers of so-called short-range plugs cannot decide themselves on the quantity needed to provide this cover. Some say six, some 12, and some 20. The same plug manufacturers even specify different amounts for their own short ranges. ON THE SHORT-RANGE CLAIM: The special copper core in some manufacturers’ plugs allows • These plugs cannot provide the application of a short-range. the specific catalyst protection FACT: Plugs that use copper cores are fairly ubiquitous. requirements that many modern systems demand.

CLAIM: They are “uncompromising technology”. • None of these types can replace precious metal plugs for ignition FACT: By using one plug to cover a wide range of plugs with different quality and durability. design features, projections and heat ranges, they must, by definition, be a compromise. This compromise would certainly • Many cannot provide the degree of anti-cold fouling required by be unacceptable to a vehicle manufacturer and for very good some engines. reasons – performance, starting, idle stability, engine protection, fuel consumption, emissions systems protection • Vehicles demanding special and durability. features e.g. multiple or stronger ground electrodes, specific sparking positions or resistor CLAIM: They are “as used by vehicle manufacturers”. values are not catered for. FACT: Some vehicle manufacturers may well use some of the design • The use of short-range types features employed by the short-range types but they do not use does not inspire confidence that the short-range plugs. you are using the correct plug. • Modern engines using leaner air/ fuel mixtures are considerably CLAIM: Allows smaller stock holding. more demanding regarding the use of the correct spark plugs. FACT: Why then do these short-range manufacturers bother making Plug performance over the entire all the other spark plugs in their range? Because they know full service life is essential. well that a more comprehensive range is required.

WWW.THEIMI.ORG.UK I 41 IN ASSOCIATION WITH

A reman WARNING FEATHER DIESEL SERVICES WARNS THE INDEPENDENT MARKET ABOUT THE LACK OF DIESEL REMANUFACTURING STANDARDS

he simple fact is that words Unsurprisingly these do not the vehicle manufacturer. diesel products can take such a like ‘remanufactured’ pass the OEM test. The main challenges to long time to test and calibrate on Tor ‘reconditioned’ in the We’ve identified four key remanufacturing establishments the correct test equipment. Most context of diesel engine areas where costs are being are to try and get the OEM to diesel remanufacturers do not components mean exactly cut in diesel remanufacturing. accelerate their aftermarket have multiple sets of equipment. what each supplier decides These are first, not replacing repair parts and tooling program. they should, making it some components; secondly, Where remanufacturers try to use KNOW THE DIFFERENCE virtually impossible to not cleaning properly; thirdly, alternate parts that are cheaper, From an engineering accurately compare quality not testing; and fourthly, to save cost, there is a direct perspective it is quite easy to and value between suppliers. through use of non-genuine impact on the quality of product identify how to remanufacture The root cause of the problem components. All of these and its service life. In certain a product – replace all gaskets, is the lack of universal build directly impact quality circumstances the product can seals and any worn out parts, specifications from the OE and reliability. exhibit premature failure with along with any known manufacturers. They don’t define consequential damage that can superseded parts and control what should be done when their A FALSE ECONOMY occur to the engine. valves that affect efficiency. products are remanufactured Recently a motor factor customer This is expensive but produces and the market can fall into the described one best-selling diesel DON’T BE GENERIC product that will compare with trap of assuming it’s all the same. pump as ‘expensive’. We The cost to ‘tool up’ correctly for OEM quality and maintains the It’s just easier for people to look purchased a cheap unit from the repair of a new injector or emissions controls on the at a price rather than the a competitor for comparison pump is tens of thousands of vehicle. By testing on the OEM processes involved in top-quality and immediately noticed not only pounds. Due to this we tend to equipment, quality is assured. remanufacturing. had the whole pump been sprayed find non-franchised repairers A repair would be generally We’ve seen products sprayed black in a failed attempt to mask will use generic test gear to stopping something leaking black and sold as remanufactured visible rust and dirt but the ZME repair these products as they can and re-calibrating the product with no new parts fitted. valve had not been replaced. only afford one test bench. From to make sure it will meet the Most diesel fuel components experience we know we can test delivery standard indicated that the OEM diesel system products that have just been by the OEM. "It’s just easier for manufacturer supplies to a ‘remanufactured’ on a generic Unfortunately most end users people to look at a vehicle manufacturer can be test bench to find on the correct do not know what is repaired remanufactured if the OEM is bench the part is not acceptable. and what is remanufactured. price rather than the allowed to release the test gear Repairers can also use the End users need to know what processes involved and parts program to test and wrong test gear to test products, to look for with a potential repair the component, but leading to issues with quality and supplier. Our motto has always in top-quality this can be hindered with service life. This is usually due to been “there is no substitute remanufacturing" contractual obligations to a demand issue as later level for experience”.

42 I IMI MAGAZINE I SEPTEMBER 2016 WWW.THEIMI.ORG.UK I 43 IN ASSOCIATION WITH

TROUBLESHOOTER LEADING TECHNICAL INFORMATION SUPPLIER AUTODATA SHARES FIXES TO THREE COMMON PROBLEMS FOUND IN MODERN MOTOR VEHICLES

DACIA LOGAN AALTERNATOR WARNING LAMP ILLUMINATED

FIG. 1 Question: A customer's 2008 Dacia Logan MCV 1,5 dCi was brought in with excessive auxiliary drive belt noise and alternator warning lamp on. We replaced the auxiliary FIG. 1 drive belt but this only temporarily fixed the fault. Do you have any ideas? Answer: Therre is a problem known to us that fits the symptoms you describe and it affects

FIG. 1 mmodels with K44M, K7J, K7M and K9K engine codes. The alternator pulley suffers from ppremature weaar and possible failure which causes the auxiliary drive belt to slip leading to tthe alternator warning lamp illuminating. Check the alternator and alternator pulley for ddamage (Fig. 1) and replace parts as necessary. This should rectify the fault.

MINI COOPER EENGINE NOISSE ON COLD START Question: We have a problem with a 2010 MINI Cooper 1,6 which has an abnormal engine noise from cold start. The noise appears to be coming from the oil pump area of the engine and only lasts for a short period after cold starting, not enough time for us to diagnose the problem. The car has no running issues and there are no trouble codes stored. Can you help? Answer: The symptom you are describing affected a number of MINI models from 2006 to 2011 iincluding the Haatch, Convertible, Coupe, Clubman and Countryman. The noise is due to a brief loss

FIG. 1 oof engine oil preessure caused by an O-ring in the non-return valve of the oil filter housing becoming ddetached. Remoove the oil filter and inspect inside the oil filter housing for the detached O-ring AD1177642 © ((Fig. 1). If the O-ring has become detached, replace the oil filter housing with a modified one from the MMINI parts deppartment. Restart the engine from cold and confirm the noise is no longer present.

RENAULT CLIO II EENGINE STALLLS, ERRATIC IDLE Question: We have a 2006 Renault Clio II 1,5 dCi in the workshop that is suffering with an erratic idle, cutting out, intermittent non-start – and the engine warning lamp is illuminated. Several trouble codes are stored relating to the fuel system. Have you any ideas where to start to fix this car? Answer: The symptoms you describe are known to affect the Clio II and firstg eneration

FIG. 1 KKangoo models with K9K 700/704/710 engine codes. Check the low-pressure fuel system aand the high-prressure fuel system. Carry out any repairs as necessary. CCheck the colouured identifying ring on the fuel injectors (Fig. 1): • If pink, beige or yellow – fit new fuel pressure regulator control solenoid • If not pink, beeige or yellow – replace the fuel injector IInspect the parrt number on the engine control module (ECM): • If 82 00 136 3228 – fit new engine control module (ECM). This will need to be coded to the vehicle EErase any fault codes present and road test to confirm fault has been rectified.

44 I IMI MAGAZINE I SEPTEMBER 2016 CAN YOU AFFORD NOT TO?

We will help you achieve all this from as lile as £30 per month (+VAT)

OPTION Monthly Health & Safety Law FIRE Subscripon Fee dictates that you NOISE 1 £30 +VAT MUST HAVE wrien Self-manage your own system with subscripon access to our VIBRATION online library. risk assessments for: This includes: MANUAL HANDLING • Risk Assessments templates for everything found in the motor trade. HAZARDOUS SUBSTANCES • Health & Safety Policy template. • Check Sheets. ...and any other acvity that may cause harm • Training document/toolbox talks. Subscripon includes: The HSE now charges £124 per hour for any involvement on what are called ‘Fees for intervenon’ • Telephone and email support. (The average cost for Fees for Intervenon now exceeds £700 and could be substanally more). • Regular document updates to keep abreast of any changes. • Regular newsfeed to keep you informed.

OPTION Monthly Subscripon Fee 2 £75 +VAT TRAINING To safeguard your As opon 1 but includes direct help and guidance with an annual visit where we spend the day with you to provide you company in a PPE ISSUE with a comprehensive compliance check, resulng in a full report which will inform you of any areas requiring claims-driven culture, VIBRATION improvement and give an acon plan to follow.

YOU NEED OPTION SAFE WORKING PROCEDURES Monthly comprehensive Subscripon Fee HEALTH SURVEILLANCE 3 £125 +VAT employee records on: As opons 1 & 2 but includes three visits per year for us to help you complete the work. This includes carrying out the Claims for work related illnes and injury against employers are growing every year. risk assessments that require specialist knowledge such as (Hearing loss and Hand/Arm Vibraon claims are the ‘new Whiplash’) Fire, Noise and Vibraon.

For further details contact us at: 01977 808 500 or email: [email protected] www.simplersafety.co.uk LATEST NEWS I EVENTS I CPD COURSE LISTINGS AROUND THE IMI

SKILLAUTO SKILL-TOP VIEW

The IMI SkillAuto competition is approaching its climax: November’s finals, held at The Skills Show

At almost 2600 square metres, IMI SkillAuto vehicle competition areas with ramps, covers a significant area of the event and laser wheel alignment kit and all the is one of the largest competitions in terms latest tools and equipment required to of floor space; 91 London buses would fit carry out diagnostic and repair comfortably into its area! procedures on modern motor vehicles. To provide the resources to deliver a In place of London buses will be trucks high quality competition environment, a and cars from the likes of Volvo, DAF, team of volunteers descend on the NEC Iveco and MAN, VW, BMW, Kia and for five days assemble a paintshop and Toyota. Top industry names such equipped with spray booths and mixing as 3M, Car-O-Liner, MATCO, Morelli, in May and June from which the top six rooms; a bodyshop with alignment jigs Pro Align, SATA and Glasurit, along with in each category were invited to the and welding bays; and light and heavy many others, supply the latest products Worldskills UK national finals. There they and equipment, all with the purpose of will have the chance to win the gold medal challenging the national finalists to the and be named UK champion in their field. very limits of their abilities. For some there is also an opportunity The journey began back in March when to go forward for selection to Team UK almost 300 automotive apprentices and and compete in Kasan, Russia in 2019. students entered the competition and completed an online test. Success saw IMI Magazine wishes all those 84 progress to the practical heats stages involved the very best of luck!

46 I IMI MAGAZINE I SEPTEMBER 2016 eLearning course list available at www.imi.org.uk

In brief A successful night was had for one IMI Recognised Employer at the FSB London Business Awards earlier in the summer. Russell Automotive Centre, based in Kingsbury, picked up the title of Brent Business of the Year 2016. The win was attributed to its outstanding initiative, boldness and imagination in enterprise, as well as sound management practices. Entrants to the award were expected to demonstrate sustainable growth combined with an exceptional degree of IMI AUTUMN RMA commercial success. Seven apprentice vehicle technicians have graduated VOLKSWAGEN-BOUND from Mitsubishi Motors' advanced apprentice scheme The IMI is delighted to be holding its last RMA of the year at WHAT and now hold an IMI Level the VW National Training Centre. The packed agenda includes IMI AUTUMN RMA 3 Diploma in Light Vehicle a Q&A, where the latest developments in the industry will be WHEN Maintenance and Repair discussed, as well as a presentation on aftersales and how to October 5th 2016 Principles. The graduates boost your business. On top of this, there will be a technical are: Dan Dobson from WHERE presentation from Volkswagen. Fownhope Mitsubishi in Volkswagen National Training Hereford; Craig Simpson To book online please follow the link: Centre, Milton Keynes, and Calum Swanson from www.theimi.org.uk/rma Buckinghamshire Seafield Mitsubishi in Inverness; Tom Anderson from Duxford Motor Group in Cambridge; Karl Wynn from Brindley Mitsubishi in New Fellows C W TUDHOPE Cannock; Jordan Aitken from (June 2016) Lecturer Livery Dole in Exeter; and North Lindsey College IMI SOUTH WALES MA K BROWNE North Lincolnshire Luke Howard from Humphris Head of Business of Oxford. Dundee Audi, Angus SCOPE ETERNAL M HEWS Obituaries A well-attended event welcomed The first group of young Head of Apprenticeship Scheme We wish to express our modern apprentices have P & A Wood LLP, Essex deepest sympathy to the Steve Smith and Phil Rutt, joined a West Midlands family and friends of: from Pico Technology, to give S P PARKER automotive engineering Operational Support Manager a presentation on the on the London Ambulance Service, ARTHUR CLARKE company – launching FIMI, Norfolk, aged 88 London PicoScope. A Q&A session closed its major two-year TERENCE DARBY R QUEEN off the evening and attendees apprenticeship recruitment FIMI, Staffordshire, aged 77 Managing Director showed particular interest in drive. 16 apprentices Starkwood Media Group Ltd, DAVID GALWAY have started the Lean FIMI, Suffolk, aged 82 PicoScope equipment. This was a Surrey Manufacturing Semi Skilled ERIC GOUGH J QUIGLEY CPD event and a CPD certificate Level 2 Apprenticeship Managing Director MIMI, Bedfordshire, aged 91 was given to each of the training programme at Sytner of Nottingham PHILIP KERR Nottingham FIMI, New Zealand, aged 81 speakers for their presentations. Lander Automotive, which R SNOOK JAMES MACLAREN Members and guests all is working in partnership Director FIMI, Dunbartonshire, collected a certificate with IMI Approved Centre BSG / MG Cannon, Swindon aged 90 Derby College. marking their attendance.

WWW.THEIMI.ORG.UK I 47 AROUND THE IMI OAA OAA 2016 IN CAT’S EYES

Over the last four months the IMI has been hunting for 2016’s most talented learners across 660 training centres. IMI’s PR & Communications Officer, Emma Mitchell, caught up with Outstanding Student 2013 finalist Cat Treanor to find out how the event helped her to develop her career

What did it mean to you to my skills hugely! After nearly a or a salesperson, it is rare that you industry doesn’t just want girls it be recognised for your talent year Electude, who sponsored will ever leave it. This isn’t because needs girls, because the only way in the motor industry? the event in 2013, approached you’re trapped; it’s because there we can continue to be the fastest The recognition, for me, meant me as they were looking for are such exciting movements and growing industry is to have that I was doing something a young talent to drive the career opportunities spanning diverse teams solving the issues important for this industry and company in the UK – and I guess every skill base. I don’t think any of tomorrow. I felt supported and honoured. I fitted that bill! other industry is more rewarding. Taking the road less travelled It gave me the drive and is the most difficult but most confidence to continue and What would you say to this Would you encourage more rewarding one you can take. achieve all I have in my career. year’s finalists? females into the motor industry? A young girl sees challenges and This is the beginning for you Of course and I do at every can either be overwhelmed by How did this event change and everything you have done opportunity! The fact is that the them or use them as tools to excel. your career? to get to where you are will be Before the event my idea of the foundations of your career. a promotion was becoming Oh… and well done! an MOT tester. At the event I had the chance to discuss my What would you say to anyone experiences and opinions in the thinking about a career in the industry with professionals and motor industry? other students. It promoted me It’s very well known that once as an outstanding student and you enter the motor industry, literally opened the door to whether it is as an apprentice my soon-to-be employer.

How has your career developed "The IMI training since the event in 2013? made me a After completing my apprenticeship and gaining connected part of my L3 Qualification I started the huge machine working at Parkway VW in Derby as a customer advisor. that is the motor This role enabled me to expand industry"

48 I IMI MAGAZINE I SEPTEMBER 2016 The Annual Report is now available on the IMI website. Anyone requiring a hard copy should contact [email protected]

What are your plans for the future? The IMI training made me a Do you see yourself progressing connected part of the huge through the industry? machine that is the motor NOTICE OF ANNUAL I’m really enjoying building my industry. It gave me recognised skills and evolving within my and respected qualifications current job and I’m so passionate which are at the heart of GENERAL MEETING to be a part of their plans for everything I do. To then be the future. honoured as a finalist filled me with nothing but ambition to do NOTICE IS HEREBY GIVEN What excites you about the industry? more and give back all I can. that an Ordinary General Meeting (being the ninety fifth Annual The electric drive revolution! General Meeting of the Institute) will be held What inspires you the most? at ‘Fanshaws’, Brickendon, Hertford on Wednesday You travel the world giving So many important people have 2 November 2016 at 2.00 pm. talks about the industry – inspired me and helped me to did the Outstanding Achievers achieve my full potential but what AGENDA Awards and your IMI training inspires me the most is seeing 1. Apologies for absence give you the confidence to that glimmer of change that I get progress in your career? to be a part of. 2. Minutes of the Annual General Meeting of 28 October 2015 3. Installation of President – 2016/2017 4. Installation of Vice Presidents – 2016/2017 5. Installation of Honorary Treasurer – 2016/2017 #OAA2016 6. Declaration of Directors FINALISTS ANNOUNCED 7. Revenue Account and Balance Sheet of the Institute for the year ended 31 March 2016 and the Auditor’s Report Approved Centre BUS & COACH 8. Annual Report for the year ended 31 March 2016 Derby College Brian Henderson 9. Appointment of Auditors Mercedes-Benz UK (Apprentice Academy BODY REPAIR 10. Any other business & Technical Training Centre) Aiden McCarthy Kyle Harbour New College Lanarkshire by Order of the Board (Motherwell Campus) Andrew Gault S James, Chief Financial Officer Specialist Centre PAINT 1st June 2016 Nationwide Just Car Clinics Chloe Barnett ‘Fanshaws’, Brickendon, Hertford, SG13 8PQ Jessica Wallis Outstanding student in… The Institute’s Articles of Association 15.1 provides: FAST FIT LIGHT VEHICLE on a vote on a resolution at a General Meeting on a show of hands Alexander Robertson Hannah Mills or on a poll, every Corporate Member present in person or by Darius Harrison Paul Tempest proxy has one vote. Gemima Christodoulou-Peace NON-TECHNICAL Article of Association 16.1 provides: a “proxy notice” Harry Garraway Daniel McBeth (as defined in Model Article 31(1)) and any authentication of it Zackary Laurence-Gutteridge Elliott McAnally demanded by the Board Members must be received at an address Kieron Daniel specified by the Institute in the proxy notice not less than 48 hours HEAVY VEHICLE before the time for holding the meeting or adjourned meeting at Adam Fairhurst Young Student (14-16s) which the proxy appointed pursuant to the proxy notice proposes Dexter Truscott Daniel Swallow to vote; and any proxy notice received at such address less than Luke Sims Saskia Charnock 48 hours before the time for holding the meeting or adjourned meeting shall be invalid. Please confirm attendance, or proxy notice, to: IN ASSOCIATION WITH: Simon James, Chief Financial Officer, c/o Ann Stillion, IMI, Fanshaws, Brickendon, Hertford SG13 8PQ, or email ceooffi[email protected] Lunch will be available from 1.00 pm, with the Group Board in rem attendance training

WWW.THEIMI.ORG.UK I 49 AROUND THE IMI MEMBER EVENTS

MOT update events Birmingham MA KENT Wed 14/09/2016, REGION The DVSA has recently Scotland MA 7.45pm for 8pm start JOINT PROGRAMME changed the way that Tue 13/09/2016, Speaker: Michelle Barrett, EVENTS (SEPT-OCT) individuals achieve MOT tester 6pm for 6.30pm start Business Development Kent MA events are or manager approval. The IMI Speaker: Malcolm Hairsine, Manager of IMI Business Development held as part of a joint is holding events across the Venue: RAC Control Centre, Manager of IMI Brockhurst Crescent, Bescot, lecture programme with UK to help keep you up-to-date Venue: John Clark Motor Group, Walsall, WS5 4AW other professional bodies with these changes. Pentland Land Rover Edinburgh, in the Kent area. Unless Hallbarns Cumbria MA otherwise stated, please IMI members can attend these Crescent, Newbridge, Edinburgh, Thu 15/09/2016, book your attendance via events for free and a small fee EH28 8TH 6.45pm for 7pm start the CILT on 01536 740 104 will apply to non-members Speakers: with Malcolm Hairsine or email membership@ which can be paid when Scotland MA & Colin Hankey, Business ciltuk.org.uk quoting the Wed 14/09/2016, Developments Managers of IMI unique reference code for booking online. To book your 6.30pm for 7pm start Venue: Carlisle College, the event. place for any of these events Speaker: Malcolm Hairsine, Victoria Place, Carlisle, CA1 1HS please go to www.theimi.org. Business Development East Kent MA Manager of IMI uk/membership/mot-update- Thames Valley MA Tue 27/09/2016, Venue: New College Lanarkshire, events. These events are Tue 04/10/2016, 7pm start Motherwell Campus, 6.30pm for 7pm start on a ‘first come first AN EVENING WITH JOHN 1 Enterprise Way, Motherwell, Speaker: Franco Boscarelli, SURTEES CBE, FORMER served’ basis. Lanarkshire, ML12TX Business Development BRITISH GRAND PRIX Manager of IMI MOTORCYCLE ROAD Venue: Aylesbury College, RACER AND FORMULA Oxford Road, Aylesbury, Places for these events must be booked online. ONE DRIVER Buckinghamshire, HP21 8PD Venue: Buckmore Park Karting Circuit, Maidstone Rd, Chatham ME5 9QG MA EVENTS South Wales MA Ref code: KTG0367 Tue 20/09/2016, 7pm start Cheshire MA AIR-SEAL TYRE SEALANT CILT Mon 19/09/2016, 7.30pm for 8pm start Speaker: Len Collard, Tyre Consultant Thu 06/10/2016, SMART MOTORWAYS and International Sales Executive, 7pm for 7.30pm start Speaker: Julian Wilson, of Air-Seal Products Ltd 18 WHEELS TO 2 - LIFE CKJV Project Manager Venue: Holiday Inn Express Newport, IN THE COMMERCIAL Venue: M6 J16-19 Project Office, Lakeside Drive, Coedkernew, VEHICLE WORLD AND A Holmes Chapel Road, Newport NP10 8BB CYCLING CHALLENGE Sandbach, CW11 1SE RSVP to [email protected] Speaker: Will Shiers, Editor (Directions: The Carillion-Keir site or [email protected] of Commercial Motor is 500 metres directly north of Junction 17 Venue: Holiday Inn North, of the M6 on the left of the A5022 to Sussex MA Maidstone Road, Hothfield, Holmes Chapel) Tue 20/09/2016, 7.45pm start Ashford, Kent TN26 1AP RSVP to Phil Bateman at BATTERY MANAGEMENT Ref code: KTG0364 [email protected] or 07789 921977 TECHNICAL SEMINAR Norfolk MA Speaker: Ken Clark, Managing Director AREA CONTACTS Tue 20/09/2016, 8pm start of Rotronics All area contacts can be found in your membership ELECTRIC AND HYBRID VEHICLES Venue: Hickstead Hotel, Speaker: Andy Latham IEng MSOE MIRTE Jobs Lane, Bolney, pack and online at www.theimi.org.uk/MAcontacts AAE AMIMI, Director of Salvage Wire Ltd Hickstead, West Sussex, Please direct any queries to IMI MA & Events and Head of RecoAuto Ltd RH17 5NZ Executive, Georgia Foley, at [email protected] Venue: Roys Motor Company, RSVP to Douglas Wragg 242 Sprowston Road, Norwich, NR3 4HT at [email protected] Birmingham’s contact details have RSVP not applicable or 01444 811349 DETAIL changed to: Paul Jarvis – 0121 357 6272; CHANGE [email protected]

50 I IMI MAGAZINE I SEPTEMBER 2016 AROUND THE IMI UPCOMING COURSES

Featured Courses MANAGING HIGH PERFORMING TEAMS This e-learning course will equip managers to create, develop and nurture a streamlined team. CPD Credit Value: 6 M £70 NM £85

STEP INTO MANAGEMENT Learn core management skills required to successfully manage a team within a department. Please call for dates CPD Credit Value: 8 M £218 NM £290

Visit www.theimi.org.uk/management to find out more about IMI Management Solutions.

BODYSHOP MANAGEMENT HYBRID AND ELECTRIC VEHICLE: Gain knowledge to improve your ROUTINE MAINTENANCE Bodyshop and increase profitability. An essential introduction to safety critical Date: 18 Oct 2016 procedures for Level 2 technicians. The IMI is able to bring you a CPD Credit Value: 8 Date: 4-5 Oct 2016 range of approved continuing M £180 NM £200 CPD Credit Value: 30 professional development (CPD) M £378 NM £405 courses, delivered by industry BRAKING AND CHASSIS specialists, with some exclusive SYSTEMS: ABS AND ESP EMERGENCY FIRST AID AT WORK offers for IMI members. Essential knowledge about the operation, This level 2 course will give you the Please email [email protected] maintenance and testing of electronically knowledge needed to save a life and the or call 01992 519 025 controlled braking systems. confidence to know what to do in an for more information. Date: 18-19 Oct 2016 emergency. CPD Credit Value: 17 Date: 5 Oct 2016 HOW TO BOOK M £333 NM £370 CPD Credit Value: 8 To purchase a course visit: M £115 NM £125 www.theimi.org.uk/ OSCILLOSCOPE OPERATION courses-and-events or AND SIGNAL TEST METHODS HAZARDS AND RISKS Learn to competently operate an A great introduction to workshop safety call +44 (0) 1992 519 025 oscilloscope and use all its functions, for new technicians. M = Discounted price a ‘must have’ skill set for technicians. CPD Credit Value: 3 for IMI members Date: 27-28 Sept 2016 M £10 NM £20 NM = Full price for CPD Credit Value: 17 non-members

M £333 NM £370 E-LEARNING: QUALITY ASSURED PROGRAMME (QAP): All prices subject to VAT.

WWW.THEIMI.ORG.UK I 51 IMI ADVERTISING

THERE ARE MANY WAYS TO REACH BOTH IMI MEMBERS AND THE MOTOR INDUSTRY BY USING OUR ADVERTISING PLATFORMSMS

Engage every month with over 40,000 industry professionals with IMI Magazine and our e-newsletters.

To find out more contact Wendy Hennessy at: [email protected] or 07721 127 983 SPONSORSHIP OPPORTUNITIES ALSO AVAILABLE

52 I IMI MAGAZINE I SEPTEMBER 2016

RECRUITMENT

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