FORD AUTOTEAM THE MAGAZINE FOR ALL FORD DEALER STAFF ISSUE 3/2016 EDITORIAL Changing Times

It’s all change for the management team at the Academy. Stuart Harris has moved on to a new position within and, as I move into his role, I hope to continue with his goal of driving up training standards. Also joining the team is new Academy Principle, Kevin Perks, who brings with him a lifetime of experience. Dan Savoury, the new Vice Principal, joined the Academy earlier this year and also has a wealth of industry and training experience that will help us continue to improve our training which, in turn, benefits your business.

I hope to use the experience gained in my previous sales and marketing roles within Ford to help our training continue to grow in scope and quality. It is a really exciting time to be a part of the Ford family; with new vehicles joining the range and new technology transforming the industry more widely. Good training is vital to our success and we continue to strive to achieve the highest standards and keep you up to date with this rapidly changing industry, from the technical training for the All-new detailed on page 4, to ensuring our Commercial Vehicle Sales staff can give their customers the best advice with courses such as Commercial Vehicle Type Approval and Legislation on page 30.

The success of our training programmes is demonstrated in this issue, with Chelsea Riddle from TrustFord in Bradford a great example of what the Ford Masters Apprenticeship scheme offers to young people, or the success that Mike Gates from Dinnages Ford in Burgess Hill has achieved with a university scholarship through the Henry Ford Academy.

I hope that, with help from the new Henry Ford Academy management team, I can continue to deliver this success for all of our staff.

Mark Jones Manager, Henry Ford Academy

The information contained in Autoteam is produced in good faith by Clifford Thames (and its contributing agencies) and is based upon Ford published information including; order and technical guides, competitor manufacturer brochures and websites and is believed to be correct at the time of going to print. The articles based around dealer visits reflect the conditions and practices of the country featured. Where these differ from local practice, the latter should apply.

Whilst the team have gone to great lengths to ensure its accuracy, Ford policy is one of continuous development and no liability can be accepted for any inaccuracies or omissions in this publication. Vehicles shown may not be to exact UK specification. Competitive manufacturers may change their specification and pricing at short notice. Some articles in Autoteam may not therefore reflect the short term, or locally based consumer offers made available after publication. Views expressed in Autoteam are not necessarily those of .

Autoteam is designed for Ford dealer staff and Ford Motor Company employees. It is not designed for distribution to the general public. The information contained within Autoteam is confidential.

Correct at the time of going to print. Errors and omissions excepted.

Autoteam Administration, Springfield Lyons House, Chelmsford Business Park, Chelmsford, Essex, CM2 5TH.

Designed and produced by Clifford Thames Limited, Chelmsford, Essex.

2 FORD AUTOTEAM 3/2016 CONTENT

CAR AND Master the Mustang 4 This one day course gives Technicians the opportunity to get up-close to this exciting new vehicle. EcoBlue Engine 7 New Ford EcoBlue diesel to set new standards in performance and efficiency.

BODY Ford Re-launch Write-off Avoidance 18 The Ford Write-off Avoidance programme is being relaunched in 2016.

SERVICE

Quality Service 32 How can Technical Warranty and Quality of Service Work Impact the Ford Customer Experience. Get Ready for Summer 36 The Ford Summer Reunion and ‘Hit the road this summer’ campaigns are ready to help your Dealership. Quick Lane Drives in New Customers 37 Latest Quick Lane openings show a strong increase in all new retail custom.

PARTS Flexible Fitting 12 Ford Motorcraft Flexi Boot kits can save you time and money. All the Trimmings 34 All-new accessories are here. SALES

All-new Ford Edge 8 The All-new Ford Edge continues to impress. Fiesta ST200 10 New 200PS Fiesta unveiled at Geneva. Commercial Success 30 As Commercial Vehicle retailers, we have a responsibility to guide our customers in choosing the right vehicle. GENERAL

New Beginnings 14 The London Motor Show took over Battersea Evolution in May. Like Father, Like Son 16 The is now a rare sight, but Mike Gates’ is a stunning example. Ford Autoteam Roll of Honour 2016 25 We celebrate your success in the 2016 Roll of Honour. Rising Star 38 TrustFord’s Chelsea Riddle talks about her experience on the Ford Masters Apprenticeship Programme. Click Training on the Henry Ford Academy News 40 dealer portal for training All the latest news from Ford’s purpose-built training facility. from the 42 HENRY FORD ACADEMY All-new Ford GT wins at Le Mans, whilst the Focus RS RX dominates FIA WorldRX in Norway. e-mail us at: [email protected] Call us on: 01245 236769

FORD AUTOTEAM 3/2016 3 AND VAN

The Henry Ford Academy is giving Technicians the chance to get under the skin of the All-new Mustang. Mastering the Mustang

he All-new Mustang is unique in legendary ever created. Whilst the its design compared to other Mustang made its name in the USA, it Fords sold in the UK. It’s the only has become a worldwide icon, thanks to T rear-wheel drive Ford car sold in its instantly recognisable design and Europe and the 5.0 engine fitted to the exciting performance. GT variant is the only V8 available. This, One of the great opportunities amongst many other factors, makes the offered by NM62 is the chance to really Mustang a different proposition for get close to the All-new Mustang. many people working in Ford Whilst the vehicle is proving a hit with Dealerships. Mustang Technical customers, many Technicians may not Introduction (NM62) has been designed yet have had the chance to really by the Henry Ford Academy to allow explore these vehicles closely. The Technicians to get to grips with all course gives delegates time to look at aspects of working on this exciting new both Convertible and Fastback variants, vehicle. The course includes a detailed making use of the Academy’s workshop look at its chassis, powertrain and facilities to complete tasks that will electrical systems, as well as body and help them to become accustomed to paint. the layout and design of this new car.

Iconic Design Chassis Before getting to grips with the cars The course covers every aspect of the themselves, delegates get to explore All-new Mustang in detail. The chassis what makes Mustang such an iconic is one area that is likely to be very vehicle. Although this is the first unfamiliar to most Technicians, as Mustang to be officially sold in Europe, Mustang is the only front-engine, rear- The All-new Mustang is the only rear- it is the descendent of one of the most wheel drive Ford car sold in Europe. wheel drive Ford car sold in Europe.

4 FORD AUTOTEAM 3/2016 CAR AND VAN

The front of the vehicle features a double ball joint arrangement, whilst the longitudinal engine layout and rear differential mean the layout and maintenance procedures are different to those for other Ford cars. NM62 helps delegates to gain a thorough understanding of the layout of the All-new Mustang chassis, looking at the individual suspension, braking and steering components, as well as the chassis structure and how this has been designed to tame the power from the different powertrain options. Delegates get to discuss the unique design that makes the Mustang such an icon. Technology important that you understand their turbocharger to improve engine response Technology is, of course, at the heart of operation, as it could form a vital part of and features the Ti-VCT variable cam the All-new Mustang, with the car the Diagnostic process. NM62 will give timing system to improve performance featuring selectable driving modes and a you the tools to do just that. and efficiency. series of Track Apps that give customers The 5.0 V8 engine also features the ultimate blend of flexibility and Unique Power Ti-VCT and an inlet manifold runner excitement. Steering, throttle, gear shift As already noted, one of the unique control system known as Charge Motion response (auto only) and traction features of the Mustang from a UK Control, which helps to improve control intervention can all be adjusted perspective is the 5.0 V8 engine fitted performance whilst maximising fuel to suit different driving conditions, so it is to the GT model. No other vehicle in efficiency. As already noted, the Mustang important that Technicians are able to Europe utilises this unit, but the V8 is the only European model fitted with understand and work with these configuration is a big part of the the 5.0 Ti-VCT V8, so the course gives systems. This allows them to diagnose Mustang’s heritage. NM62 gives delegates the chance to become more faults and assist the customer with any delegates the opportunity to become familiar with both this and the 2.3 queries they may have. more familiar with both the 2.3 EcoBoost engine, a unit that is only fitted Track Apps have been included EcoBoost and 5.0 V8 engines, covering to a select number of vehicles. The specifically for when the customer takes their unique servicing and maintenance course covers the unique servicing their car to the race track. These include requirements. requirements of these engines, as well as an accelerometer that can display Whilst four cylinder EcoBoost some of the other powertrain features lateral and longitudinal G-forces, timing engines are now common across the that are only found on the Mustang. This features for the drag strip or, for ultimate Ford range, the 2.3 unit in the Mustang is gives Technicians all the vital information performance. Launch Control and Line unique in its longitudinal layout. Like the they need to help them when servicing Lock. While the majority of customers new Focus RS, it uses a twin-scroll and maintaining these vehicles. may not use these features, it is

The course gives delegates the chance to get familiar with the 5.0 Ti-VCT V8 engine. Delegates are also able to explore the 2.3 EcoBoost Mustang.

FORD AUTOTEAM 3/2016 5 GENERAL

All-new Mustang body uses high-strength steels to ensure safety and maximise performance.

Body in white (BIW) Materials

1. Martensitic and Boron 2. Mild Steel 3. Bake Hard Steel 4. High-Strength Low Alloy 5. Dual Phase Steel - DP500-600 6. Dual Phase Steel - DP800 7. Dual Phase Steel - DP1000. The All-new Mustang blends classic design with modern Technology.

Body Technical The All-new Mustang, like other Fords, Introduction has uses new materials in order to reduce been designed to vehicle weight. This improves efficiency, as allow delegates to well as making the car perform better – explore the vehicle something critical to the kind of customer in-depth. that will be looking to buy a Mustang. The use of high strength steels in the main body structure ensures that the chassis is strong enough for such a high performance application, while the use of aluminium in the hood and front wings helps to reduce overall vehicle weight. As well as looking at the vehicle structure in-depth, the course also gives delegates the opportunity to become more familiar with other features, such as its heated leather and the power hood fitted to the Mustang Convertible. Also vital are the safety systems fitted to the vehicle, such as the Supplementary Restraint Systems and new technology such as the Deployable Bonnet that helps to protect pedestrians in the event of an impact.

Getting Involved Mustang Technical Introduction (NM62) gives you the chance to get up close with one of the most exciting vehicles in the Ford line-up, gaining knowledge that could benefit everyone in your Dealership. To book your place, contact the Henry Ford Academy on 01327 305232, or email [email protected]

6 FORD AUTOTEAM 3/2016 CAR AND VAN EcoBlue Engine to set new standards

The 2016 Commercial Vehicle Show returned to the NEC in Birmingham in April and was the stage for an important announcement.

he All-new 2.0-litre Ford n Standard selective catalytic Europe explains: “Ford’s EcoBoost EcoBlue engine, the first in a reduction emissions after-treatment created a new standard for petrol new range of advanced diesel contributes to improved NOX engines – smaller, more efficient with T engines designed to deliver reduction. Optimised engine structure surprising performance. That same unrivalled levels of fuel efficiency, reduces radiated noise by four obsession to innovate for the customer is performance and refinement was decibels at idle. behind our new Ford EcoBlue diesel announced at the Commercial Vehicle engine range. This new engine lifts fuel Show in April. The EcoBlue engine will Understanding Customers efficiency and reduces CO2 by over 10 build on the industry-leading At the heart of the EcoBlue engine is an per cent in Transit, part of Europe’s best- performance and technology of the all-new compact turbocharger that has selling commercial vehicle line-up, award-winning EcoBoost petrol been specifically designed to deliver lowering costs for our customers.” engines. It will offer power outputs more air at lower engine speed ranging from 100PS to 240PS, with the compared with the outgoing 2.2-litre four-cylinder 2.0-litre Ford EcoBlue TDCi engine, for a light and urgent feel making its debut in the new Transit and across the rev-range and up to 340Nm Transit Custom. of torque at 1,250rpm. Understanding how customers drive their vehicles has Advanced Technology been key to designing the EcoBlue At the heart of the new EcoBlue engine engine to be as versatile and efficient as is advanced technology and innovation. possible, as noted by Paul Turner, Base This new range of engines uses a Engine Technical Leader, Ford of number of new features to enhance Europe: “One important factor we efficiency, performance and refinement: noticed through customer feedback is a growing tendency for drivers to ‘creep’ n Clean-sheet design reduces friction their diesel powered vehicles by with innovations including an off-set engaging the clutch while the engine is at crank, belt-in-oil and Ford’s first use idle – making low-down torque even of modular camshafts for a 13 per more essential”. cent fuel efficiency improvement n Ford’s first mirror-image inlet New Standards manifold and a low-inertia Ford are looking to raise the bar for turbocharger with rocket engine diesel engines, building on the success New Ford EcoBlue advanced materials help deliver more than 20 of the EcoBoost , as Jim technology was per cent more low-end torque Farley, chairman and CEO, Ford of announced at the show.

FORD AUTOTEAM 3/2016 7 SALES

The all-new Ford Edge makes a strong sales start with the Edge Sport proving popular.

All-new Ford Edge

“The whole UK team and he flagship Edge Sport is Control garnering special attention. currently the most popular Ford’s new flagship SUV offers extensive Ford Dealer model making up for over half class-leading space, superior network are very excited T of Edge orders, with the lead-in refinement with noise-cancelling by this exceptionally fast Zetec series at the 5 percent mark. Active Noise Control and noise- A choice of two powertrains are optimised chassis, powertrains and sales start of the new available to customers (180PS or body aerodynamics and a range of Edge. With our existing 210PS 2.0-litre TDCi), with over 60 driver assistance technologies. percent choosing the higher powered The luggage capacity of the Ecosport and Kuga SUV bi-turbo option combined with All- is 1,847 litres with the model enjoying healthy powershift automatic . The seats folded which is amongst the most popular exterior colour is Shadow largest in the segment. Every space sales growth, there isn’t a Black at 19 percent, followed by Electric around the car has been carefully better time to launch our Spice at 15 percent. utilised with additional stowage areas located around the wheel new flagship Edge SUV.” Well Received arches and even includes lightweight The All-new Edge has been well storage tray around the spare wheel. Andy Barratt, Chairman and Managing received in the press with areas such as Director, . interior space, refinement, its raft of Refinement technological features and Active Noise The engineers working on the All-new Edge adopted a three-stage approach, enabling them to minimise Class-leading noise, vibration and harshness. The Space. initial focus was on the chassis and powertrain by developing a stiff body that minimised twisting forces and powertrains that reduced knocking noises typically associated with diesel engines. To further refine the powertrain, the induction and exhaust system was carefully tuned to minimise intrusive noise.

8 FORD AUTOTEAM 3/2016 SALES

A number of additional features were then implemented to isolate road and powertrain noise from the cabin. To help the car quietly cut through the air, an underbody shield and special aerodynamic features on the front bumper, wing mirrors and rear window are fitted. Sound deadening material is fitted in the headlining and interior panels, and the windscreen and windscreen-pillars have been aerodynamically optimised. To isolate the cabin from unwanted noises even further the windscreen, panoramic roof and front-door side-glass utilises a special sound- absorbing acoustic glass. Finishing off the quiet, refined and relaxing driving experience, Active Noise Control is A Relaxed Driving Experience. fitted as standard.

Active Noise Control Through the combination of no longer see SUVs as just a luxury Ford’s Active Noise Control uses three advanced technologies and passive vehicle, noting they have become more microphones that have been safety, the All-new Edge is the first fuel-efficient and environmentally strategically placed inside the cabin to Ford vehicle designed to meet the new friendly over the last five years. detect undesirable noises from the 2016 Euro NCAP 5 star occupant and Approximately 1 in 3 mothers with engine and transmission. Similar to pedestrian protection standards. children at home are thinking of buying noise cancelling headphones, the an SUV. system counteracts unwanted noises SUV European Survey Across Europe the survey revealed by generating opposing sound waves To better understand the growth in the that those in Italy and the UK are most from the audio system. This is all done SUV market, Ford commissioned a likely to consider an SUV as their next without affecting the volume levels of survey of 5,000 people across Europe. car. music or an occupant’s conversation. Compared to 10 years ago there has “SUVs have grown from a tiny niche in “Noise is intrusive and reduces the been considerable growth in this Europe to one of the most significant driver’s mental processing power, and segment, with SUV sales making up for automotive trends of the past decade. can lead to distraction and stress. By six percent in Europe compared to 23 Every time someone predicts SUV sales removing unwanted powertrain noise, percent in 2015. SUV growth is will cool down, they are proven wrong. Ford is helping customers to complete expected to still rise further. That’s because SUVs have widespread their journey calmly and in comfort.” Dr Of those surveyed nearly all appeal with men and women, young and John Cartwright, Chief Medical Officer, recognised that SUVs are now older people.” Roelant de Waard, Vice Ford of Britain. available in a variety of sizes and President, Marketing, Sales & Service, options. 82 percent of those surveyed Ford of Europe. Advanced Technologies A number of advanced technologies help to reduce the stress of driving through the use of cameras, radars and ultrasonic sensors. These support the following key features: n Pre-Collision Assist with Pedestrian Detection n Adaptive Front Lighting System with Glare-Free Highbeam n Active Park Assist n Lane Keeping System n Blind Spot Information System n Cross Traffic Alert n Front Wide-View Camera n Intelligent Speed Limiter Pre-Collision Assist. n Rear Inflatable Seatbelts.

FORD AUTOTEAM 3/2016 9 SALES

“The Fiesta ST is truly beloved by owners and critics. The ST200 takes this special drivers’ car to a new level of power and performance. I think it’s a future classic in the making.”

Joe Bakaj, Vice President, Product Development, Ford of Europe. New 200PS Fiesta unveiled at Geneva

he Fiesta ST was first at the . The new engine can deliver an additional 15PS launched in 2013, achieving Fiesta ST200 goes into production in and 30Nm of torque for up to 20 considerable success across June with first deliveries to customers seconds using transient overboost. This T Europe, establishing itself as expected to follow shortly thereafter. is a particularly useful feature when Europe’s leading compact making overtakes. performance earning more Powertrain The final drive ratio has also been than 20 awards globally in its first Key powertrain features on the Fiesta shortened, helping to improve in-gear year on sale. Since its launch Ford has ST200 include even greater acceleration for improved drivability, sold over 30,000 Fiesta STs in performance from the 1.6-litre making for an even more fun to drive Europe. EcoBoost engine, with 10 percent more experience. The Fiesta ST200 can Building upon this success story, a power and 20 percent more torque sprint to 62mph from a standing start in new and most powerful production delivering 200PS and 290Nm of torque. just 6.7 seconds, and has a top speed of Fiesta – Fiesta ST200, was revealed The specially calibrated EcoBoost 143mph.

Fiesta ST200 in Storm Grey.

10 FORD AUTOTEAM 3/2016 SALES

Sporty Looking Rear.

Driving Dynamics door sills and, inside the cabin, The Fiesta ST200 makes its driving The fun to drive dynamics of the unique partial leather Recaro front debut at the Goodwood Festival of Fiesta ST200 are achieved seats with contrast silver stitching, Speed in West Sussex between 23rd through a number of optimised and seatbelts with silver detailing. – 26th June. features like the Fiesta ST. These have been achieved by the following: n Enhanced Torque Vectoring Control and 3-mode Electronic Stability Control n A specially modified front steering knuckle n An adapted rear twist-beam with increased roll-stiffness n Unique front and rear spring and damper settings with a 15 mm lower centre of gravity n Sharper 13.69:1 steering ratio and shortened steering arm n Enhanced braking system with a larger tandem brake master cylinder and rear disc brakes.

Exterior and Interior Styling As part of the exclusive specification on the ST200, it is available in a unique Storm Grey exterior colour with machined matt black alloy wheels and red painted brake callipers. As one enters the Fiesta ST200’s cabin of the ST200 there are Interior. illuminated ST scuff plates on the

FORD AUTOTEAM 3/2016 11 PARTS

Ford Motorcraft Flexi Boot kits can save you time and money.

Flexible Fitting

eplacing outer driveshaft boots shaft is dispensed with, speeding up the Fitting has traditionally been a repair process. Your Dealership reaps Once the driveshaft has been relatively time-consuming and the benefits of this, as the job can be removed, you can prise off the Rlabour-intensive process. now be done much more quickly, fastening clips on the outer rubber Thanks to a new special tool and getting your customer back on the road boot using a screw driver. Push the innovative boots made from ultra- quickly too. The range is being boot slightly along the shaft, so that elastic synthetic rubber (up to 60 % expanded rapidly, with 63 models now you can carefully cut it with a suitable stretch), the need for dismantling the covered by nine kits. blade (1) and can remove it. Using a lint-free cloth, wipe the old grease off the joint and, if necessary, on the outside of the drive shaft. Check the condition of the joint to ensure it is still in good working order before fitting the new Flexi Boot. The pneumatic spreading tool for fitting the Flexi Boot can be purchased online at www.fordspecialtools.com (Product ID. 205-1041). Put the new boot, starting with the large (wheel-end) 1. The old driveshaft boot can be cut off 2. The new boot is placed on the opening, completely over the eight in the normal way. spreading tool. clips of the spreading tool (2) . Connect a pneumatic hose to the tool and, using the release button, spread out the clips (note, the maximum operating pressure of the tool is 131psi). Thanks to the elastic material, this will enlarge the inner opening of the boot by up to seven times (3-4) . You can then fit the boot over the driveshaft before pressing the button on the handle again, which will slacken the clips and shrink the boot 3/4. Spreading tool can stretch the new boot to fit over the drive shaft outer joint. around the shaft (5) .

12 FORD AUTOTEAM 3/2016 PARTS

Availability

Ford Motorcraft Flexi Boot kits are currently available for the following vehicles: Ford Model Series model Ford Motorcraft Price saving compared to Flexi Boot-Kit (MLI 324) Ford OE Boot-Kit (MLI 526) Ka From 12/02 2 011 526 51 to 63 % 2 011 529 76 % Fiesta 11/01 – 11/12 2 011 494 78 to 80 % 2 011 504 74 % 2 011 526 47 to 70 % 2 011 529 58 to 87 % Fusion 11/01 - -6/12 2 011 526 47 to 70 % 2 011 529 58 % Focus 08/98 – 07/11 2 011 488 53 to 81 % 2 011 491 64 to 75 % 2 011 494 66 to 70 % 2 011 504 70 to 80 % 2 011 529 37 to 81 % C-MAX 06/03 – 08/10 2 011 488 56 to 81 % 2 011 491 64 to 75 % 2 011 494 66 to 70 % 2 011 504 70 to 80 % Mondeo 10/00 – 02/07 2 011 525 62 to 78 % 2 011 529 72 to 85 % Kuga 02/08 – 11/12 2 011 488 71 to 74 % 2 011 527 74 % Transit 01/00 – 08/13 2 011 491 76 to 81 % 2 011 525 56 % 2 011 527 56 % 2 011 528 81 % Transit Connect 05/02 – 12/13 2 011 488 74 to 79 % 2 011 491 76 to 79 %

Hold the shaft firmly while you n Less complexity (Nine kits for 63 ensure you follow the manufacturer’s carefully pull out the spreading tool. vehicle applications) instructions and refer to FordEtis for Place the boot in the correct position, n Each set contains axle boot, fastening guidance where possible. Also ensure fit the new inner fastening clip and clips and lubricating grease that the tool is in good working tighten with a suitable pair of pliers. n Tested Ford quality condition before operating it, that you Check that the boot is fitted correctly n Long service life of up to 120 000 km. have been suitable trained in its and then fill with the supplied operation and that you use the lubricating grease before fitting the Safety appropriate personal protective outer retaining clip. Finally, carefully When using the spreader tool, always equipment. wipe any residual lubricant away. Once you have refitted the suspension and wheel, you should test drive the vehicle and then re-inspect the driv shaft to ensure there are no leaks.

Benefits n Significantly reduced labour time (on average 0.6 hours). n Simplified repair process (dismantling of shaft not necessary) n Attractive customer offer (Price saving alone of 37-87 % compared to OE) 5. When the spreading tool is closed, the new boot fits tightly over the drive shaft.

FORD AUTOTEAM 3/2016 13 GENERAL

The London Motor Show took place in May and was a chance for manufacturers to showcase their latest vehicles. New Beginnings

otor shows remain a vital downturn, it disappeared in 2008. With Ford at the Forefront means for manufacturers to help from famous faces such as former Dees Ford, who have sites in and present their products to a racing driver Tiff Needell and Wimbledon, were representing Ford at the M global audience. The British passionate motoring ambassador HRH event, showcasing the wide range of International Motor Show had been a Prince Michael of Kent, the London vehicles Ford currently have an offer. They staple of the calendar since the early Motor Show is trying to revive the included the All-new Edge, which took 20th century, but, after over 100 concept of a major motoring event in pride of place on the Dees stand just inside successful years, due to the economic Britain’s capital. the main hall entrance, meaning show visitors were greeted by the Ford line-up as soon as they entered the show halls. Ford vehicles also dominated the outdoor exhibition area, with a selection of vehicles outside the entrance to the exhibition halls, including the All-new Ranger.

Dees Ford stand featured prominently at the show entrance. All-new Ford Edge on display.

14 FORD AUTOTEAM 3/2016 GENERAL

Royal Opening

His Royal Highness Prince Michael of Kent was patron of the London Motor Show and opened the event in front of gathered representatives from the media and motor industry, as well as members of the public who had been lucky enough to secure preview Visitors could test their driving skills in Interactive screen allowed guests to tickets. Prince Michael is a strong Dees Ford gaming area. “paint” a New Focus RS. supporter of the motor industry, being a patron of the Commission for Dees had put on a number of scene in the USA has helped them to Global Road Safety, the Institute of activities for visitors, such as an do this and Clive Sutton had a 700bhp the Motor Industry and the British interactive screen where people could supercharged All-new Mustang GT on Racing Driver’s Club amongst many “paint” a New Focus RS. There was display, as well as a stunning GT500 others. Transport Minister Andrew also a gaming area where guests from the 1960s, showing the heritage young and old could go head-to-head and universal appeal of this iconic car. Jones also took to the stage, and test their driving skills in an As well as Ford vehicles, a number of highlighting the importance of the All-new Mustang or GT on the latest manufacturers were on British motor industry, from the games consoles. hand at the show, including Zenos and manufacturing of vehicles and Caterham, both of whom use Ford components, to the innovation and American Dream engines to power their lightweight new technologies that are being Elsewhere, amongst some of the most sports cars, with Zenos utilising the developed at facilities across the UK. exotic cars in the world, lurked some latest EcoBoost technology in their E10 Of course Ford is at the very heart of stunning customised Fords from Clive range of vehicles. this, with the manufacture of its Sutton. The London-based specialists advanced technology diesel engines are able to import vehicles from the Renewed Enthusiasm at and Bridgend and the USA and then modify them to suit their The London Motor Show showcased a research and development carried customer’s needs, from pick-up trucks selection of the great vehicles out at the . like the Ford F-150 to classic American available in the UK today, from family muscle cars. The All-new Mustang cars to dream cars, as well as featured prominently and, with the car highlighting the importance of the now available through UK Dealers, British motor industry and the positive many customers are looking to impact it has on vehicle design, road customise their cars. The thriving tuning safety and economic prosperity.

His Royal Highness Prince Michael of Kent opened the show.

Ford F-150 imported from the USA by a private company. Custom Mustang GT500 looked stunning.

FORD AUTOTEAM 3/2016 15 GENERAL Like Father, Like Son

The Ford Orion is now a rare sight, but Mike Gates’ is a stunning example.

Orion Equipe has been the subject of eight years of hard work.

his Ford Orion Equipe is one of only finally found the Equipe you see on these To match its new heart, Mike has a handful left on UK roads and pages in 2008. made several changes to the suspension Mike Gates, Aftersales Manager at Mike remembers collecting the car, and brakes on the Orion. Choosing parts T Dinnages Ford in Burgess Hill, has noting: “The drive home was perhaps the from other Ford vehicles has helped to turned this classic into a real head turner. best I’ve ever had and I couldn’t stop maintain the original feel of the car, Having started as a Service Advisor in 2013, grinning from ear to ear.” His father was whilst improving performance to cope Mike applied for a scholarship through the equally pleased to see another Equipe in with the power of the Zetec engine. He dealer portal, where he was selected by the the family when Mike arrived at his house has fitted lowered, sports suspension, Henry Ford Academy to study Automotive in his new car, proudly saying “I told you!” with adjustable front track control arms, Dealership Management at Loughborough as he threw him the keys. whilst an Escort RS Turbo has donated University, making both the car and its its front and rear anti-roll bars. owner a real success story. Modern Power The front brakes have been taken While Gates’ senior left his Equipe in from a Focus ST170, increasing the disc Family Ties trim, Mike hasn’t been able to size from 240mm to 300mm. This Mike’s interest in the Orion stems from his resist tweaking his car to improve its required the fitment of new wheels, as father, who owned an almost identical performance. Gone is the original 1.4 8v the ST170 brakes wouldn’t fit behind the Equipe from new. Mike was extremely CVH engine and in its place sits a mildly standard 14” items. Instead, a set of 15” disappointed when that car was replaced tuned 2.0 16v Zetec from a Mondeo, which alloy wheels from a Sierra RS with a Mondeo, so even as a young boy; he has been carefully rebuilt and fettled with 4x4 have been used, clearing the brakes already knew what car he wanted in the a new induction system and custom whilst helping to retain the original look. future. Despite his parents telling him that stainless steel exhaust, giving the Orion This improved stopping power will there wouldn’t be any Orions left by the around 150bhp, double what it left the become even more necessary in the time the youngster was old enough to drive, factory with. Mated to the Zetec engine is future, as Mike is already working on a Mike remained determined. After cutting an Escort gearbox, fitted with a limited slip supercharged version of the 2.0 engine, his teeth in a series of Escort XR3i’s, he differential from an Escort RS Turbo. which will give the Orion around 200bhp!

A 2.0 16v Zetec engine gives the car Sierra RS Cosworth 4x4 wheels hide the The car retains its immaculate, modern performance. front brakes from a Focus ST170. standard interior trim.

16 FORD AUTOTEAM 3/2016 GENERAL

It’s all in the Details Mike standing proudly next to his One of the most impressive things immaculate Orion Equipe. about Mike’s Orion is just how subtle and original it looks. The Sierra wheels, spotlights and stunning Flambeau Red paint ensure the car looks almost identical to when it rolled off the production line in 1990. The car even features replica number plates for the original supplying Dealer; Gates Group. Inside, the car remains standard, retaining all of the original trim which is in excellent condition, even down to the original radio cassette player. Mike has managed to take the car he loved so much as a child and create a stunning modern classic that packs a punch to match even the most modern of vehicles.

Working and Learning through the Henry Ford Academy

As well as working full-time as What do you get out of it? What will we be offering in the Aftersales Manager for Dinnages, Mike The programme aims to develop the future? also studies at Loughborough following: The new scholarship programme will University, having been awarded a n Develop individual skills and prepare be based around the Loughborough scholarship through the Henry Ford participants for management career University Certificate and Diploma in Academy. A new scholarship progression Automotive Retail Management. The programme is about to be launched n Contribute towards the functional and Henry Ford Academy hopes that this which will offer even better strategic management of their programme will allow more people to opportunities for those looking to learn organisations access further education in order to new skills. n Opportunity to develop deep enhance the capability of more understanding in areas of particular individuals in the Dealership network, What is the course? interest by undertaking research and providing better business performance The BSc in Automotive Dealership work-based projects and increased return on investment for Management is designed to enable n Use and apply theories which aim to Ford and the Dealerships. both aspiring and existing managers to improve business and management challenge current practice and develop practice For more information on scholarship solutions with the potential to n Enhance students’ career development opportunities, contact the Henry Ford significantly improve the performance n Provide a relevant, practical and Academy on 01327 305232, or email of their business. The course is suitable constantly updated programme [email protected] for aspiring management trainees through close links with the automotive working in Dealerships. The only industry. programme of its kind in the UK, it offers a unique opportunity to attract What did you need to do to be selected people to join Dealerships and other for it? automotive retail channels, or to In 2013, 2014 and 2015 there were over 60 develop the talents of existing candidates interested in being awarded employees with aspirations to higher the scholarship so competition was management roles. Students are fierce! The selection process for the expected to work full-time at a award of the scholarship programme was Dealership whilst studying part-time rigorous. Each candidate was assessed on towards their degree, with Mike Gates, the quality of their application under a who will make his final visit to number of key areas. They were then Loughborough University in August this interviewed in a structured way to ensure year, noting: “It has definitely been that they would fulfil the requirements of Mike joined Dinnages in 2013 as a hard work, but it has been very the programme to maximise the chances Sales Advisor and is now rewarding”. of individual success. Aftersales Manager.

FORD AUTOTEAM 3/2016 17 BODY

The Ford Write-off Avoidance programme is being relaunched in 2016, giving your Dealership the help to save more vehicles from being written-off unnecessarily.

Lookers Ford, Colchester continue to demonstrate the success of the Write-off Avoidance programme. Ford Re-launch Write-off Avoidance

ord’s Write-off Avoidance programmes and some of these were over the years, responding to changing programme is well known and launched or re-launched after conditions in the industry. Some of respected in the Accident Repair consultation with the Ford Collision these changes are shown in the panel F industry and, since its launch in Marketing team, showing that Ford is below. 2001, has helped prevent over 6,000 leading the way in write-off avoidance. Ford is now looking to move the Fords from being written-off programme on still further by re- prematurely. Other vehicle Evolution launching it with the tag-line: MAKE IT manufacturers have similar Ford’s programme has itself evolved RIGHT , but what is behind this decision?

Year Milestones Vehicles Saved

2001-2008 Programme active, but with little promotional activity 225

2009 In response to general decline in Accident Repair industry focus begins in October on growing programme 228

2010 Introduction of quarterly incentive programme for FARC Bodyshop Managers 563

2011 Incentive revised to reward Vehicle Damage Assessors 1,211

2012 Pilot programme to extend availability to selected bodyshops outside the Ford Accident 1,187 Repair Centre (FARC) network that have PAS125 certification

2013 Programme extended to include all bodyshops with PAS125 certification (excluding 1,121 insurer-owned sites and national chains)

2014 Insurer-owned sites and national chains with PAS125 certification now eligible to use programme 939

2015 Programme extended to include bodyshops with approval from any VM 839

18 FORD AUTOTEAM 3/2016 BODY

Write-off Avoidance helps to save damaged vehicles from The programme can help you to build relationships with being written-off prematurely. your customers.

Over the past 18 months we have seen people were taking on their premiums Ford OE parts. This is in harmony with the the Accident Repair industry recover are less frequent than in the past. new tag-line MAKE IT RIGHT . from the dark days of the previous years. n A fresh approach is designed to alert During these years many bodyshops those bodyshops and work providers The programme looks to MAKE IT ceased trading as demand for their that have not fully utilised the RIGHT for: services declined. Many of those that programme to the benefits available to n The vehicle owner, who has their have come through this took advantage all concerned. vehicle repaired as they expect, using of the Write-off Avoidance programme genuine Ford OE parts throughout to keep their businesses financially Ford Assistance n The bodyshop, who benefit from the viable. But times have changed – for the Several organisations have completed labour sales, profits from parts and better. studies on the number of vehicles written- paint, removing costs that incurred off each year. These studies all conclude when a vehicle is written off Owners are having their vehicle that thousands of vehicles are written-off n n Other sectors of the business are likely repaired rather than putting up with the each year that, from an engineering point to benefit from future vehicle sales, minor scuffs and panel damage, as of view, are repairable. The purpose of the service repairs, etc. as customer loyalty they were when funds were limited. Write-off Avoidance programme is to is improved Feedback from the insurance industry make as many of these repairs financially n n Insurer benefits from improved indicates that the large excesses that viable by contributing towards the cost of customer service and retention.

Repairing vehicles to the highest standards can be expensive, Write-off Avoidance helps you to offset costs and increase revenue.

FORD AUTOTEAM 3/2016 19 BODY

Simple process Every effort is made to make the process as simple as possible for the bodyshops to use. Requests for support can be sent through Audatex by networking the assessment to VBR036CM, or by email to [email protected]. An offer of support is usually made within two working hours of receipt.

For full details of the programme, contact the Ford Collision Business Unit on 01277 254251, or email [email protected]

The programme can be especially useful to Commercial Vehicle customers, who may have invested heavily in customising their vehicles.

Making Write-Off Avoidance a Success

Lookers Ford in Colchester have shown just what a success the Write-off Avoidance programme can be. They were the leading centre for the programme in 2015, with their Accident Repair Centre doing great business. Write-off Avoidance has helped them to save vehicles, ensuring a good relationship with their customers, as well as improving revenue.

Up to mid-May 2016, Lookers have submitted 49 requests to the programme. Out of those, 37 have resulted in a vehicle being saved from being written-off unnecessarily, with an average contribution from Ford of £193 towards each repair. This has led to an improvement in revenue for the Lookers Ford Accident Repair Centre of £82,168, showing what a success the programme can be.

Customer Benefits The Write-off Avoidance programme can be of huge benefit to your customers. While visiting Lookers in Colchester, Autoteam witnessed part of the repair process on a Transit Custom. The vehicle had been involved in an accident and required a replacement B-pillar, offside front door and side panel. This is a hugely involved process, with Lookers estimating in excess of 80 hours for the repair. Whilst this may seem extreme, for the customer, it will get him back on the road as quickly as possible.

The programme can be especially useful for Commercial Vehicle customers, who may have had their vehicle customised in order to meet the needs of their business. To replicate that vehicle could take time and expense, meaning that the Write-off Avoidance programme gets them back on the road and prevents them from having to replace a one-off vehicle. Of course, our car customers may equally value the service we can provide through the Write-off Avoidance programme. For many people, their car is their pride and joy and something that they do want to see written-off unnecessarily. If you repair their vehicle to the highest standard and return it to them quickly, they are likely to come back to your Dealership again and again.

Continued Success Following their success in 2015, Lookers Ford currently top the success chart again in 2016, showing the huge benefits the Lee Williams, Bodyshop Manager (centre left), with his Write-off Avoidance programme can bring, not only from a team of Vehicle Damage Assessors (from left to right) revenue building perspective, but also by improving customer Andy Quorn, Barrie West and Martin Handscombe are satisfaction. The scheme can help to bring people back to your behind the success of the Write-off Avoidance Dealership, not only for repairs, but also for new vehicle programme at Lookers Ford, Colchester. purchases, giving even greater benefits.

20 FORD AUTOTEAM 3/2016 FORD AUTOTEAM Questions 3/2016 Instructions Answer one of the following question sections by marking a cross (X) in the answer grid supplied. Questions 1-6 are job specific and 7-12 are general. Once completed, fill in your name and PIN number, then scan and email your Answer sheet to: [email protected] Alternatively pull out the question pages and post them to: Autoteam Headquarters, Springfield Lyons House, Chelmsford Business Park, Chelmsford, Essex, CM2 5TH. Taking part in this quiz gives you the chance to win a bi-monthly prize, the opportunity for recognition in the annual Roll of Honour and to win one of ten prestigious Autoteam grand winners’ prizes.

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Autoteam 1/2016 Prizewinners MR P JOHNSTON MR K HARRINGTON THINK FORD - BRACKNELL, BERKS. COUGAR DIRECT, LUTON, BEDFORDSHIRE. MR N CHRISTIAN MR R LANG TRUST FORD, PLAISTOW, LONDON. HOLLEY AUTOBODIES, TAUNTON, SOMERSET. MR D ARCHER T COILS JOHN GROSE, IPSWICH, SUFFOLK. LOOKERS FORD - SUNDERLAND, TYNE & WEAR. MR A WHITTAKER MR C SIDEBOTTOM MARSHALL FORD COMMERCIAL, CAMBRIDGE. JENNINGS FORD, SOUTH SHIELDS, TYNE & WEAR. MR P BARTABY MR G WRIGGLESWORTH BUSSEYS, FAKENHAM, NORFOLK. LOOKERS FORD - HARROGATE, NORTH YORKSHIRE. MS A CARROLL K COULSON EMG MOTOR GROUP, THETFORD, NORFOLK. ARCHBOLD CARSHOP, MORLEY, LEEDS, WEST YORKSHIRE. MR R WEBB MR T TURTLE BUSSEYS, NORWICH, NORFOLK. BORDER CARS, STRANRAER. J BEER MR M FARLEY DINNAGES, HAYWARDS HEATH, WEST SUSSEX. BRISTOL STREET MOTORS-STAFFORD, STAFFORDSHIRE. MR P MOSS MR M LEGG LIFESTYLE FORD, TUNBRIDGE WELLS, KENT. EVANS HALSHAW THE FORD CENTRE, WOLVERHAMPTON. MR P FRANCIS-CORKE MR P DALBY A W & D HAMMOND, HALESWORTH, SUFFOLK. HODSON FORD, WOLVERHAMPTON ROAD, STAFFORDSHIRE. Parts question section 3/2016 A BCD 1

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MR P SMITH MR G ALLEN JACKSONS OF HENLEY LIMITED, WARWICKSHIRE. VOSPERS OF TRURO, TRELISKE, TRURO, CORNWALL. MR M LLOYD-JONES J MERRIFIELD-STEPHENS ARDEN GARAGES 2011 LIMITED, WARWICKSHIRE. C E M DAY LTD, PWLL, LLANELLI, DYFED. J CLARKE R SCOTT T C HARRISON, PRIDE PARK, DERBY. THOMAS BEE LIMITED, LYDNEY, GLOUCESTERSHIRE. MISS M TERRY MR M CROUCH SANDICLIFFE OF LEICESTER, LEICESTERSHIRE. BIRCHWOOD FORD, EASTBOURNE, EAST SUSSEX. D PEAKE MR B CARGILL LUTTERWORTH FORD, LEICESTERSHIRE. MACRAE & DICK, PERTH. MR R WILKES MR A STEWART MOTORS (COALVILLE) LIMITED, COALVILLE, LEICESTERSHIRE. MACRAE & DICK LIMITED,STIRLING. MR D SMITH MR E LINDSAY EVANS HALSHAW (LINCOLN), LINCOLNSHIRE. A M PHILLIP TRUCKTECH LIMITED, TAYSIDE REGION. MISS A CULLEN MS D DOHERTY B.EYRE & SON LIMITED, TATTERSHALL, LINCS. TRUST FORD, BELFAST, CO ANTRIM, NORTHERN . MR S GREGG MR M MCKENNA TIM NORTON MOTOR SERVICES, OAKHAM, LEICESTERSHIRE. MAXWELL MOTORS, BERWICK-UPON-TWEED. A ROSS MS T THORBURN PERRYS SHERWOOD AVENUE, MANSFIELD. HARRISONS, CROSSBURN GARAGE, PEEBLES. Body questions section 3/2016 ABCD 1

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The correct answers to the questions in Autoteam 2/2016 were: 1 C, 2 A, 3 B, 4 A, 5 D, 6 B, 7 B, 8 C, 9 A, 10 D, 11 B, 12 C. CAR AND VAN

FORD AUTOTEAM Roll of Honour 2016

It’s that time again when we ur Roll of Honour names the top Autoteam Competition 2016 scorers of over 10,000 The 10 overall winners will be recognise those who have participants in the Autoteam offered the £500 Silver Experience made a considerable effort to Oprogramme. Well done to you Gift Pack. Choose from over 750 maintain the necessary all. We also recognise the Dealer experiences, including: a White commitment to complete their management who have encouraged and Water Raft River Charter, a Autoteam questions for each facilitated those named to participate. Weekend Break for Two at a Four The highest scorers from throughout Star Marriott Hotel, Rally Driving, a and every issue! 2015 will have already received a set of Health Spa Break for Two, Driving a Tie-Break questions that will decide the Supercar, Hot Air Ballooning for winners of the Red Letter Day Experience. Two, Tandem Skydiving or Monster Everyone who completes the Tie-Break Truck Driving. . . and everything in questions will also receive a Ford GT Cap. between.

The Ford GT cap

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26 FORD AUTOTEAM 3/2016 Clytha Motors (Gwent) Limited Nick Lickfold - Gary Mather - Formby Autos Limited Stephen Jones Trevor Monk - Paul Palmer - Ryan Hoare - Mike Jarvis - Phil Rouse - Kenneth Scrivener - William Peet - David Sidey Cougar Direct Limited Graham Smith - Justin Smith - Julie Blennerhasset - Daniel Brosnan - Furrows Limited Gary Souster - Craig Staniland - Neal Eden - Verant Gonsalves - A Bailey - David Cox - Gary Turner Brian Gutteridge - Sean Mcevoy - Jason Downward - Calum Goodman - Warren Mortimer - Kevin Pointon - Flora Motors Limited Adam Rhodes - Simon Zacharek Jonathan Prior - Gary Rosin - John Barnett - Andrew Emery - G.Hodson & Son (Motor Sales) Chris Sykes - David Wakefield - Tony Gilbert - Paul Jenkin Limited Joel Wing Foray Motor Group Limited Steve Bates - Paul Greatrex - Cramlington Garages Limited Kristopher Allen - James Anderson - Claire Jones - Ron Richardson - Robert Armstrong - John Mordue Terry Bell - Dave Cox - Jess Fulford - Kerry-Anne Sargeant Andrew Govier - Les Harris - D G Weaver Limited Garnock Valley Car Company Mark Irish - Mike Lambert - Mark Chivers - Rebecca Hemmings - Luigi Lanfranchi - Robert Lavender - Limited Ian Herbert - Craig Jones - Dan Mahony - Trevor Moger - Stuart Cambridge - Heather Law - Cassie Morgan - Craig Nicholas - Michael Paine - Jon Payne - Compton Macgill - David Rees - Rebecca Steele - Daniel Plested - Louise Ritchie - Brian McCorquodale - Bryan Robson John Stokes - Jack Taylor Matt Smith - Nigel Tilley - GK Group Limited Daron Motors Limited Liam Wardle - Steve West - Kevin Barker - Stewart Bell - Peter Boteler - Mark Cawood - Andrew Williams - Primrose Wood Luke Birkin - Andy Burrows - Marcus Crees - Derek Goodall - Ford Retail Limited Karl Dunn - Douglas Flett - Mark Graham - Lewis Graham - Dean Baker - Lee Barber - Richard Floyde - Andrew Foster - Tom Grantham - Mawgan Maddern - Jane Beaumont - Sanjay Bhaker - David Gilbert - Jason Graham - Richard Maddern - Trevor Riley Russell Bird - James Briggs - Andrew Hallsworth Decidebloom Limited John Browne - Wayne Bryant - Darren Hardwick - Dale Hopewell - Adam Inskip - George James - Malcolm Bowie - Neil Cattrall - Marcin Buczkowski - Mick Kennedy - Andy Littlewood - Ken Forsdyke - Neil Frankish Vincenzo Catalano - Steven Chapman - Alex Chrishop - Kevin Mason - Andrew Partridge - Dinnages Garages Limited Negrea Christian - Lee Connolly - Nicola Robinson - Michael Rouse - Zack Bunker - Ken Dean - Lee Oxley - Matthew Cook - Bruno Cosentino - James Rowbotham - Paul Slater - Stan Poland - Harriet Shergold-Smith - Richard Cossell - Angela Dawson - Paul Smith - Steve Taylor - Luke Simmons James Denton - Paul Devine - Kate Wojnar East Road Garage (Egremont) Mark Dunn - David Edgington - Harbour Bonfield Garage Limited Jack Evans - Morgan Evans - Limited Claire Atkinson - Carl Wilson - Hayley Finch - Terry Fletcher - Geoffrey Day - Michael Mears - Paul Woods Nick Goff - David Goodson - Stephen Sheppard - Paul Sheppard - Paul Green - Mark Harris - Daniel Stiling Emg Anglia Limited Tony Hawes - Anthony Healey - Alan Basham - Paul Birch - Matthew Heeley - Anthony Heeley - Hartwell Automotive Group Andrew Buckley - Peter Challis - Tobias Holder - Victor Hopkins - Limited Anthony Clarke - James Coad - Martin Jackson - S Janoo - Mohammad Abbasi - John Alley - Adam Cordiner - Nicholas Doncaster - Adam Jones - Antoni Lesniak - Lee Atcheler - Sean Brennan - Stuart Fordham - Neil Foreman - Piotr Lesnierowski - Steve Lindley - Mick Casey - Ossie Clarke - Dean Johnston - Don Jury - William Mannix - Andrew Marsden - Paul Curtis - Charli Davis - Nick Keeble - Daryl King - J McCarthy - Oonagh McCollam - Mark Devlin - Brian Donnelly - Warren Lees - Andrew Lightley - Peter McLaughlin - Joe Mensa - Lee Driscoll - George Elms - Ian McFarlane - Ian Murfitt - Kal Mir - Ben Mitchell - Alan - Michelle Hodgson - Jamie Quigley - Robert Robinson - Joseph Moody - Lee Moore - Daniel Lally - Madi Lazari - Graham Saggs - Giuseppe Starace - Eamonn Mulvihill - Daniel Newman - John Lindans - Sharlene Milia - Garry Thexton - Iain Todd - Smith - Stan Nicholas - Tatenda Mushakwe - Darren Parsell - Andrew Westwood - Adam Whatling - Darren O'Connell - Paul Oliver - Robert Peck - Victoria Risato - Matthew Winchester - Matthew Young Graham Owen - P Padhiar - Jack Rollings - Keith Wiggins Essex Auto Group Limited Frazer Parker - Lance Perry - Haynes Bros. Limited Paul Anthony - Helen Beaton - Ray Prew - Ashley Randall Shaun Amos - Adrian Beresford - Jackie Case - Ryan Chandler - Actar Rehinsi - Charlotte Riddles - Robbie Dunn - Robert Earl - Declan Coffey - Steve Cook - Lee Russell - Melina Saunders - Dean Goodman - Adrian Hollands - Callum Dopson - Michael Dugard - Pete Savage - Joe Shaw - Keith Honey - Geoff McCormack - Linda Edwards - Nick Hill - Gian Singh - Mark Stokes - Michael Pethers - John Shepherd - Michael Sykes - Ken Wenborn Richard Stephens - Steve Thomas - Kevin Tucker

FORD AUTOTEAM 3/2016 27 Hendy Group Limited Kirby Jones Limited Geraint Jones - Mark Lane - Colin Irvine - Martin Williamson Alwena Frazer - Richard Hughes - Ieuan Latham - Sean Murphy - Peter Hughes - Gerald Roberts - Charlotte Pavis - Hill & Son Limited Lee Stones Raymonde Rabjohns - Brian Reece - Hannah Birt Mike Rudge - Phil Saunders - Lifestyle Europe Limited Hill & Swift Roger Saunders - Michael Sparks - Leonie Barker - Emily Cox - Damien Kelso - Simon Smith - David Thomas - Ann Timothy - Andy Fitch - Philip Hall - Ian Hodge - Dave Woodhouse Rodney Weare - Ian Whitehouse - Clare Hollands - William Kent - Carole Woodcock Holley Autobodies Andy Krombholz - Jeremy Lake - Chris Adams - Simon Crane - Paul Molloy - Sheena Reynolds - Motors (Coalville) Limited Robert Lang Yvonne Roberts - David Waterman - Richard Barclay - Arran Cave - Shane Watson Andrew Clarke - Harriet Dalby - Impact Repair Centre Limited Keith Hawley - David Haywood - Stuart Cowling Lloyd Williams Motors Brett Heathcote - Darren Staples - (Aberdare) Limited Imperial Commercials Limited Ryan Wilkes - Andrew Wright Glyn Evans - Dean Jefferis - David Bennett - Steve Camplin - Roger Jones N. P. Osman And N. J. Weeks Michael Foster - Chris Kennington - John Duly - Neil Osman - Jane Wilson - Martin Young Macrae & Dick Limited Richard Pretious George Baillie - Bob Cargill - Invicta Motors Limited Stewart Holden - Colin Macleod - Newtabb Limited Debbie Howland - Paul Manning - William Miller - George - Ben Collett - Jamie Dennis - Robert Mathers - Neil Parfitt - Steven Spalding - Alex Stewart - Darren Heaward - Sean Smith - Timothy Tuffen - Darren Tutt - Raymond Tosh - Bryan Williamson Paul Underhill - Thomas Williams Lee Whitehouse Malcolm Waite Limited Northern Accident Repair Jacksons Of Henley Limited Peter Baker - Steven Boughton - Company Limited Peter Smith Rob Humfrey - Paul Moore Gareth Carter - Shaun Haslam - John Grose Group Limited Nathan Kelly - Natalie Leigh - Marshall Motor Group Limited David Archer - Jonathan Calver - Emmanouil Leontidis - Pawel Binko - James Butterworth - Paul Dighton - David Firman - Paul Lindsey - Nigel Rigby - Paul Eldridge - Mark Jones - Karl Foster - Martin Gates - Dave Rix - Philip Stephenson Barry Moss Chris Harris - Abigail Leech - Motor Company Robert Newport - Simon Rowland - Maxwell Motors Limited Limited Steven Syrett - Mick Watts - Derek Campbell Peter Barnes - Edward Bradley - Gary Welch - Vicky White Michael Elkins Limited Chris Egan - Samantha Ridgard - John R Ford & Son (Shefford) Mark Smith Stephen Urwin Limited Mistsolar Limited Oldham Motor Company James Baker - Shaun Boote - Vicki Baker - Neil Brookes - Limited Nathan Ford Jade Castle - Kirsty Daplyn - Stephen Hindle - Roger Trevillion JT Lord & Son (Sleaford) Natalie Davies- Ryan Feeley - Overspan Limited Limited Justin Gore - Paul Hughes - James Stewart - Steve Wayne Paul Christopher - Stuart Edwards - Ryan Johnston - Keith Jones - Matthew Harrison - Barry Jackson Gemma Newton - Leon Pesticcio - Paynes Garages Limited Matthew Phillips - Daniel Pitson - Christoper Malkin - Warren Seabrook Keith Motors (Christchurch) Stephen Watkins - Steven Webb - Limited Dave White - Rhydian Williams Phil Acton - Peter Freeman - Suzanne Booth - Dennis Cooke Mon Motors Limited Ross Laurent - Mike Rankine - Pentre Motors John Saunders - Michael Veater - Wesley Baker - Beverley Banks - Bryn Evans - Bari Evans - David Ventress - Ralph Washbourn - Caroline Bestwick - Mike Bird - Rob Griffiths Simon Wootten Keith Brooks - Barry Buxton - Jason Carter - Robert Cobner - Peoples Ecosse Limited Kennedy Brothers Dale Cottrell - Dan Cox - William Macaulay (Engineers) Limited Barbara Cross - Gari Davies Darren Geering - Ricardo Godinho - Peoples Limited Richard Dee - Ian Dickinson - Mark Kennedy- Nigel King Carl Sharp Oliver Eastman - Steve Evans - King's Of Witcham Limited Robert Fairfield - Michael Foster Perkins Garages Limited Colin Every - Stephen Hacker - Gordon Galliford - Don Darby - Dan Dobson - Mark Pemberton - Paul Thompson Fiona Higgins-Price - Colin Hiscocks - Alex Hammond - Alan Pegg - Matthew Hobbs - Hadyn Holloway - Daniel Robinson - Keith Speller - Ian Hood - Tim James - Gary Tredgett

28 FORD AUTOTEAM 3/2016 Pertwee & Back Limited Seacroft Garage Limited Tim Norton Motor Services Darren Brown - Richard Bullen - Patrick Byrne - Carl Harris - Limited Matthew Bulley - Nicholas Coller - Paul Harrison - Paul Hills - Chris Mollitt Christopher Bichard - Steve Clarke - Tom Coller - Robert Daniels - Mark Dexter - Nigel Gathercole - Slaters Of Abergele Limited Allen - Paul Lockett - Scott Gregg - Angela Kendrick - Ben Bowker - Stuart Dutton - Ryan Overill - Daniel Peart - Nigel Maitland - Robert Shields Neil Hughes - Jason Mannion - Alan Smith - David Sparrow - Andrea Moore Tregoning Limited Joshua Stewart - Cliff Tarrant - Keith Hawke Andrew Warnes Smith And Landers (Engineers) Limited Tremont Garage Limited Peter Stirland Ltd Thomas Foy - Steve Michael - Jamie Arnold Grahame Coote David Warden - Michael Woods Vehicle Technical Solutions Platts Motor Company Limited Spellbound Holdings Limited Limited Ann Atkins - Mark Fincham - Paul Moitie - Gary Turner Riki Betts - Nick Kapoor - Phil Payne - Steve Pepper - Prem Phul - Gordan Snell - Jon Sloper - Christopher Smith Springfield Garage Michael Taylor (Knottingley) Limited Pye Motors Limited Mark Clay - Robert Day - Keith Motors Adrian Cross - Carl Davies - Mark England - Richard Hargreaves - (Christchurch) Limited Jonathan Harrison - Russell Holmes Kalam Senior - Christopher Senior - Richard Falcon - James McArthur - Quay Garage Company Ltd Garth Sykes Colin Wyatt Terry Blamey - Mike Trembath - Stripestar Limited Vospers Motor House Neil Weeks Andrew Bassett - Paul Brownsword - Limited R. T. Rate Limited Connie Brumpton - Wayne Carpenter - Darren Bedford - Trevor Dark - De'ann Benton - Tim Hay - Daniel Davis - Anthony Flowers - Chris Down - Tim Ducker - Jackie Hodgson - Danielle Holmes Rebecca Middleton - Mark Oldham - Frances Fernandes - Clive Gilbert - R.G.R Garages (Cranfield) Matthew Osborne - Magan Patel - Dave Hardick - Luke Hood - Paul Perks - Andy Sidney - Alister Leslie - Ian Pointing - Limited David Smith - Andrew Smith - Ian Porter - Andrew Trott - Stefan Borromeo - Peter Bull - Adrian Stafford - Kenneth Wilson - Julie York Gerry Glowocz - Glynis Roberts T C Harrison Group Limited W & J Duncan Richardsons Limited Peter Barsby - Ian Farmer - Moira McTaggart - Ewan McTaggart - Lee Botterill - David Coultas - Jayne Jakins William Tweedley Iain McWilliam - Scott Merrils - Christopher Moran - Chris Yeadon Taylors Service Garage W.Milligan & Sons (Boston) Limited Michael Milligan - Rufus Carr Limited Fiona Palmer - Patrick Spillane - Alexandra Nicholas - Mark Philip Nicola Howard Danny Tongue Watsons Motor Works Ltd S Jennings Limited Taylors Service Garages Matthew Bailey - Stephen Fletcher - June Appleyard - Paul Barker - (Boston) Limited Jamie Mcloughlin - Roland Preece - Andrew Bell - John Boal - Arthur Adlard - Richard Barnes - John Townsend Ryan Bracey - A Cave - Ross Cave - Tony Harker - Alison Holderness - Daniel Clarke - Paul Dodds - Westaway Motors Limited Eunice Hunt - Colin Knight - A Donachie - Paul Eltringham - Paul Green - Steve Mills Karl Neal - Alan Southwell Michael Fewtrell - Tony Fleming - Perminder Ghundoo - Neil Gibson - The Dutton-Forshaw Motor Wool & Bovington Motors Kane Grant - Ian Grant - Ashley Gray - Company Limited Limited Sean Hadaway - Jade Harcourt - Chris English - Naomi Gibbons - Gary Brown - Adrian Childs - Chris Hodson - Mandy Hoyle - Peter Mixture - Vivienne Peake - Rosemary Coupland - Peter Curtis - Geoffrey Moon - David Moutter - Martyn Reeve - Trevor Walden Mark Heavens - Alan Lane - Victoria Murray - William Orange - Steve O'Boyle - Michael Smith John Perry - A Pollock - Think One Limited Gary Ramshaw - Stuart Richards - Geoffrey Bone - Michael Coupe - Wool & Bovington Motors Ross Farrar - Mick Tickner - Michael Rooney - Louise Ruffell - Limited Alan Wheeler Charlie Stewart - Joseph Thompson - Tim Andrews - Matthew Davis - Jade Tiffin - Tim Williams Thomas Bee Limited Dale Hay Lewis Bee - Stephen Bickley - Sandicliffe Limited Worcester Carsales Limited Scott - Carlton Rowlands - Tony Jacklin - Saeed Kadiri - Nigel Edwards - Nicola Greenfield - Matthew Saturley - Robert Scott - Haresh Kantaria - Stephen Kinton - David Kilvert - Martin Paget - Dean Skidmore Abdul Osman - Melanie Terry Lewis Pile - Stuart Pile - Adrian Walk

FORD AUTOTEAM 3/2016 29 SALES

As Commercial Vehicle retailers, we have a responsibility to our customers to guide them in choosing the right vehicle so they don’t fall foul of legislation. Commercial Success

he commercial vehicle Commercial Vehicles in-depth. This industry and Ford in helps them to better advise Commercial particular are very proud of Vehicle customers/operators and assist T their safety record. We’re them with choosing the right vehicle for also proud of the assurances we give their needs. to our customers that their vehicle has been designed, manufactured, Qualification, Qualification, serviced, maintained and customised Qualification to the very highest possible In order to give our customers the best standards. Following on from the Van advice, we need to understand exactly Excellence course detailed in what they will be using their vehicle for. If a vehicle has been fitted with a custom Autoteam 2/2016, the Henry Ford As a Sales Executive, you need to ask the body, this could have significant effects Academy recommend completing right questions when a customer comes on its certification. Ford Commercial Vehicle Type into your Dealership. Asking the right Approval and Legislation (PRD021.F), questions will help you to understand which gives delegates the what the customer needs from their opportunity to focus on and discuss vehicle, meaning that you can guide the legislation effecting Ford them towards making the right choices.

30 FORD AUTOTEAM 3/2016 SALES

Asking those questions will also allow you to consider what implications the answers might have on the customer’s choices. PRD021.F helps you to better understand the legislation behind Commercial Vehicle sales, such as homologation and European Community Whole Vehicle Type Approval (ECWVTA). The customer may wish to make modifications to their vehicle, or may be purchasing a chassis cab that is to be modified by an external body supplier. The course helps delegates to understand the processes that need to be followed when purchasing a vehicle and whether the modifications carried out will require Individual Vehicle Approval (IVA). Delegates also get to discuss the Vehicle Certification Agency and what its role is in new vehicle sales legislation, focusing on some of the tachograph. Our customers may not be Delegates get to explore online important documentation that Sales aware of these regulations so, if we can resources during the course. staff might come into contact with. advise them, or show them where they can access further information, it will Fit for Purpose help us to build a lasting relationship. This is a very important area for Beyond legislation, the motor Commercial Vehicle Sales. When a industry is changing rapidly, with new Commercial Vehicle Type Approval and customer comes into your Dealership, technologies such as the use of AdBlue Legislation helps Sales staff better you should always ask yourself the for Euro 6 engine compliance now understand the documents associated question: “Is the vehicle you are supplying becoming commonplace. If we give with a new vehicle, such as the fit for purpose?” customers good advice on the effect of Certificate of Conformity. You should ensure it meets the these systems and guide them towards customer’s dimension and payload the right vehicle, their confidence in us requirements, as well as ensuring they will reward us with return business in are aware of the Unladen Vehicle Weight the future. and the Gross Vehicle Weight. These are terms that the customer may not be Online Resource aware of so, as a Commercial Vehicle There are a number of useful resources retailer, you should be able to help them available online where general to better understand this terminology. information can be found, as well as If they use their vehicle to transport details on legislation. Chief amongst pallets, can it take the size of pallet they these are the Ford Commercial Vehicle require? We have a duty to give our website and FordEtis. Some of these customers the information that helps useful online resources are noted them to make an informed choice. If we below: provide reliable information, this will help us to build a better relationship with our n Ford Commerical Vehicles: customers, which will give them the www.ford.co.uk/commercialvehicles confidence to come back again and n Ford Technical Specification: again. etis.ford.com/bemm n : Important Regulations www.dft.gov.uk/vca One of the most important aspects of n Vehicle Certification Agency: PRD021.F is the discussion of legislation [email protected]. that our customers may not be aware of. In order to best serve their needs, we For more information on Van Excellence should be able to advise them on the (VE001.F) or Ford Commercial Vehicle legislative requirements to which they Type Approval and Legislation may be subject, including speed limits (PRD021.F), contact the Henry Ford (covered in more detail in Autoteam Academy on 01327 305232, or email 5/2015) or the requirements for fitting a [email protected].

FORD AUTOTEAM 3/2016 31 SERVICE

How can Technical, Warranty and Quality of Service Work impact the Ford Customer Experience?

Quality Service

aving worked closely with service completed, which also include IDS teams nationally to develop their and other technical related issues customer service provision in line encountered in the workshop. Hwith the new ‘Customer Technical and warranty support Experience’ programme, where we aim for service teams are available for our customers to ‘Love’ their directly from the Ford Technical experiences with dealerships, the focus teams and associated helpdesks. isn’t just on the engagement with the front of house teams; the quality of the work we provide for customers’ vehicles is the fundamental driving force behind their custom and loyalty.

Quality of Work ‘Quality of Work’ is broken down in Customer Viewpoint (CVP) surveys by giving customers statements to choose from when their experience was less than ‘Excellent’ . The screen (right) shows us what our customers are telling us nationally: ‘All of the requested work was not completed’ is reported to be the most frequent issue attributing to ‘Not fixed right first time’. Feedback from the Dealer network covers numerous influencers to work not

32 FORD AUTOTEAM 3/2016 SERVICE

How this links to CVP With ‘Quality of Work’ featuring as one of the six index questions that formulate the ‘Customer Experience Index’ score, it is imperative that Technicians and the wider support team to the workshop have a clear understanding of the importance of their role within CVP. The touch points of the customer journey gravitate around the service and repair of their vehicle and it is important that processes and standards are diligently adhered to with pride in work completed. Workshop teams and front of house teams can work together to influence the ‘Quality of Work’ element on the CVP Survey by: The 'FORD eCHECK Video Awards' Dealership where Sales and Service colleagues work in partnership to n Ensuring protection packs are used for competition is now well under way, all customer vehicles so make sure you upload your deliver a truly excellent customer experience. The new “Unlearn” n Keeping Diagnostic system software videos by Friday 29th July to be in up to date with a chance of winning yourself a marketing campaign was applied to the customer environment, improving n Obtaining the right information prior huge FORD EXCELLENCE points to the customer visit to help correct prize! engagement and maximising the new interpretation of ‘Right First Time’ Log into your FORD re-survey opportunity. The sessions involve data analysis, group n Where appropriate, provide technical EXCELLENCE via the dealer portal support and guidance directly from using your DSLID and password to activities, individual activities and Technician/workshop to the customer find full details of the programme other fun, engaging activities to promote customer experience and n Those Dealerships enrolled onto the as well as some helpful tips and Video eCheck reporting programme tricks to help you when recording CVP best practice. should ensure that high quality your videos. videos are present in every single Phase Two 2016 Workshops case. When we review customer Customer Experience Workshops Please look out for information verbatim comments on CVP survey Customer Experience Workshops regarding our next round of regional returns we can see that they really are delivered nationally as part of workshops, which are scheduled for value and appreciate this feature, in the CVP Counselling programme. July 2016. Alternatively you may particular as it so transparent and The first sessions delivered earlier register an interest via your Ford builds total trust in the service in 2016 supported a ‘One district office team. These events are provided. Customer’ philosophy within the open to all Dealership staff, regardless of whether they are in the CVP Counselling process or not. A Customer The content will provide a Experience refresher and update to the earlier Workshop. workshops, with new material covering:

n Confidence in the upsell n Handling difficult situations n Personalising the customer experience n Pre-call and follow-up call.

Not only are these workshops stimulating and enjoyable, but they could also help your Dealership achieve and maintain high CVP scores and therefore achieve quarterly Customer Experience Performance Award margin payments .

FORD AUTOTEAM 3/2016 33 PARTS

With All-new Ford Edge customers seeking high equipment levels, the array of accessories designed to add finishing touches is guaranteed to give it a presence that’s hard to ignore.

All the trimmings

itting at the pinnacle of our SUV When it comes to accessories, What’s more, customers can be assured range, the All-new Ford Edge is there’s a great selection of Ford and that whichever alloy option they the epitome of modern Supplier Branded products to help choose, they can trust that their wheels S refinement. Potent performance, customers live life to the full. Here are have been manufactured to the highest cutting-edge styling and state-of-the- our favourites: standards, from the finest materials art technologies put this car ahead of The choice of seven stylish alloys – and endured long-term testing to keep the crowd. With a bold and impressive two 18’’, two 19’’ and three 20’’ wheels you safe on the road. Every single alloy road presence, this vehicle is more than have been designed to complement the is X-ray checked for defects and further just an SUV, it’s a confident statement looks of new Ford Edge, letting checked to ensure no air from the tyres of intent. customers look and feel different. will be lost through the wheel.

34 FORD AUTOTEAM 3/2016 PARTS

Protection Products To keep the All-new Ford Edge looking as great as the day it was bought, there’s an extended selection of protection products. In addition to standard floor mats, customers can opt for velours or premium velours mats, with an even thicker pile, for an extra touch of luxury. New-style deep lip all weather, or rubber mats, as they are more commonly known, are scheduled to be available from September. Our tailored mud flaps help to reduce road spray and stone chips, but please note they are not compatible with body styling kits, including the sports series. For towing there’s a handy detachable tow bar, which can be removed and stored when not in use. The e-kit has been engineered specifically for All-new Ford Edge and designed to ensure full compatibility with the vehicle’s electrical even in light rain. Like boot liners, the scale model car, we’ve got the perfect and safety systems. popularity of wind deflectors continues gifts ideas for Edge enthusiasts. Check Cross bars for transporting a wide to soar year on year. out www.fordlifestylecollection.com or range of roof transportation With such a large car, parking sensors call 0203 608 7376 for more attachments, such as Thule roof boxes, are a must for an easy life. Xvision* information. bike carriers and ski carriers are available parking sensors can be Dealer-fitted to Full details of All-new Ford Edge for vehicles without a panorama roof the rear, or front and rear, of the vehicle, accessories, including images, prices only. Alternatively, the Uebler rear, turning reversing, parking and and FINIS codes are available in the towbar-mounted cycle carrier range manoeuvring in confined areas into a handy Ford Edge Accessories Guide offers a different solution for avid less stressful experience. They’ll (PS/16/075). For the latest information cyclists. minimize the chance of having a costly on Ford Edge accessories please refer bump too, making an Xvision system to the Online Accessories Catalogue Interior not just good value for money, but an www.ford-accessories.co.uk or contact Inside the car there’s a choice of boot essential driving aid. the Ford Accessories Marketing team liners: either a load compartment tray or on 01277 254482. a reversible and foldable mat. Similarly, The Ford Lifestyle Collection for transporting cargo or pets safely and For the icing on the cake, look no *Please note that third party supplier securely, customers can select a first row further than the Ford Lifestyle accessories, such as ClimAir wind full height load retention guard or the Collection for a selection of high quality deflectors and Xvision parking sensors second row half height option. official Ford Edge branded do not come with a Ford warranty, but For extra comfort, ClimAir* wind merchandise. Whether you’d like a cute are covered by the third party supplier’s deflectors reduce wind turbulence and 3D key ring, a classic baseball cap, a own warranty, the details of which are noise and give passengers a more ceramic coffee mug, a stylish insulated available from the supplier or Ford enjoyable drive with the windows down, mug, a sporty down jacket or a 1:43 Accessories Marketing team.

FORD AUTOTEAM 3/2016 35 SERVICE Get ready for Summer

2016 is set to be a great summer and Ford are helping customers get ready for the warmer months by offering a range of seasonal checks and offers to keep their vehicles prepared for whatever adventures lie ahead.

Ford Motorcraft Summer Reunion campaign will leverage these seasonal n Complementary wash and vac. This Summer has seen the return of the trends to drive footfall to Ford Dealers. highly successful Ford Motorcraft Reunion This campaign will lead with a key …everything customers need to get Event, which launched in the Summer of offer of a Summer Holiday Health Check ready for their summer road trip! 2015. The Summer Reunion event is for only RRP £29.99. This check is available to vehicles four years and older available to any age Ford vehicle and Six million UK motorists are risking a and hosts a range of fantastic offers, includes the following: repair bill of over £1,000 by failing to including: regularly check that their engine n FORD eCHECK – a Comprehensive coolant is at a recommended level n A half price Ford Summer Check for only 30-point visual health check, including according to the AA. RRP £9.99 a thorough around the wheel check n A comprehensive 30-point visual health n Fluid level top ups (which includes 0.5l Separate to the Ford Motorcraft Summer check screen wash, 0.5l coolant and 1l of Reunion, the ‘Hit the road this summer’ n An antibacterial air-condition refresh engine oil) campaign will be more heavily focused n 10% off selected repairs and accessories n An antibacterial air-conditioning on the preparation for a summer road n DAB Digital Radio upgrade for £99.99. refresh trip.

Alongside the lead offers, we are also pushing a range of great service and repair offers available to Ford Motorcraft customers. These tempting offers are set to drive traffic into the Dealers and increase OSBOV bookings throughout the Reunion campaign period. Full details and exclusions can be found at www.ford.co.uk/reunion, or by reading Green Top PS/16/064.

Hit the road this summer We have created an additional summer campaign that offers all Ford owners the opportunity to get their vehicle ready for summer, with a focus on summer road trips. The ‘Hit the road this summer’

36 FORD AUTOTEAM 3/2016 SERVICE

Interestingly, during the hot Summer period, the RAC often experiences a 20% increase in call-outs, this can even get as high as 30% in coastal areas.

We’ll enrich this campaign with other offers providing Ford drivers with all the discounts they need to keep them moving in comfort, safety and style this summer.

n 10% off Brake Pads and Discs, Batteries, Front Shock Absorbers* and Wipers when booked online using code 10FORD n £10 off a Ford Motorcraft service when booked online using code MCDIG10.

We will focus on the ‘Around the Wheel’ Ford Summer Check n An antibacterial air-conditioning promotional offer by: Throughout the Summer of 2016, the refresh Ford Summer Checks detailed below n Including Front Shocks Absorbers in the are available to vehicles of all ages. Full Air Conditioning Service from RRP 10% discount available online when While the Ford Motorcraft Summer £49.99* using 10FORD Reunion offers the £19.99 Summer n A comprehensive 30-point visual n A £10 discount when they purchase two check for half price during the health check of your vehicle or more Premium Tyres via our Online campaign period to vehicles four n An antibacterial air-conditioning Service Booking site. years and older, we continue to offer refresh these two fantastic offers to vehicles n Air Conditioning service and recharge *Excludes Mondeo 2007-2014, S-MAX of all ages to keep customers Ford 2006, and Galaxy 2006 with self- vehicles protected throughout the *Excludes refrigerant R1234YF which levelling suspension or electronic type summer. may affect certain models. Speak to your damping and selected Fiesta and local Dealer for more information. B-MAX variants. Summer Check with Antibacterial Full details and exclusions for these Full details and exclusions for this offer Treatment from RRP £19.99 offers can be found at can be found at www.ford.co.uk/TBC, or n A comprehensive 30-point visual www.ford.co.uk/summercheck, or by by reading Green Top PS/16/TBC. health check of your vehicle reading Green Top PS/16/069. Quick Lane Drives In New Customers Latest Quick Lane Openings show a strong increase in all new retail custom. uick Lane is not a substitution Increase in Retail Custom Rates, Grays) said: “Quick Lane has business that takes work All Quick Lane locations are reporting attracted a whole new set of customers. away from traditional significant increases in Retail custom. Many of these new customers are no Qprofessional service Great Yarmouth reported 74 in the first longer new and are returning for a second operations. It is a fully month alone. Portishead recorded an time. So our constant flow of new segregated operation and , impressive 54 in the first month. New customers is the real reason we have seen designed to appeal to customers that customers are spending on average such a strong growth this year.” would otherwise use a fast-fit chain or about £93 per visit. To find out more, contact John Dines at independent repairer. The first Quick Mike Day (Aftersales Director – R.T. [email protected] Lane in Grays (Essex) is now an Quick Lane, Grays, Essex. established business (opening in March 2014) and reports that 24% of all retail custom has never used the Dealership for aftersales, confirming that the Quick Lane strategy works. Even better is the news that other makes owners are using Quick Lane and many own a second vehicle that is a Ford. Average monthly sales have increased by 77.5% since launch and year to date, overall sales are up 32.5% compared to last year.

FORD AUTOTEAM 3/2016 37 FORD MASTERS APPRENTICESHIP

Chelsea Riddle joined the apprenticeship scheme at TrustFord, Bradford two years ago.

TrustFord’s Chelsea Riddle talks about her experience on the Ford Masters Apprenticeship Programme. Rising Star

s part of our drive to recruit more level 1 Body Repair course at Wakefield need to know to become a fully-fledged female technical Apprentices on College. As I was just about to finish my panel beater. the programme we are course I found the apprenticeship at A highlighting some success TrustFord through their website. Would you encourage more women to stories and, in this edition, we interview join an automotive apprenticeship? TrustFord’s Chelsea Riddle, a Level 3 What made you want to join the Definitely! People think the role of the Body Repair Technician at TrustFord, apprenticeship? Technician is just about the manual side but Bradford. Chelsea has been on the At college my course didn’t give me the there’s so much more to it, especially with apprenticeship scheme for two years. hands on experience I really wanted. I all of the exciting new technologies that are chose the route of body repair because being introduced. I’ve learnt that to be a Why did you choose the of my interest in cars. I’m a petrol head good Technician you have to be well apprenticeship route rather than other and particularly passionate about the rounded and learn lots of different skills. routes people traditionally go down? restoration of classic cars, which was You also need to be a team player; everyone Unlike other routes where you don’t get a brought on by my family taking me to has different interests and strengths. great deal of experience, doing an shows from a young age. My uncle is a apprenticeship gives you a really strong panel beater himself and let me help Do you think the TrustFord grounding and applicable hands-on out when I was younger and, little did I apprenticeship has given you an experience, which for technicians is the know at the time, that I would be lucky advantage? most important thing. enough to do it as a career one day! Yes absolutely, it’s given me an all-round Going into the apprenticeship I had knowledge of panel beating in a What is your education/career no expectations, other than wanting to professional environment. Because of the background prior to your learn everything I could about panel way the TrustFord apprenticeship scheme apprenticeship? beating and automotive mechanics. is structured, I’m experiencing the ins and I couldn’t find an apprenticeship after The apprenticeship at TrustFord has outs of a working business whilst getting a school so, instead of sitting around waiting really helped to build a fantastic full, comprehensive knowledge of the for something to come up, I started my foundation for me to learn everything I industry.

38 FORD AUTOTEAM 3/2016 FORD MASTERS APPRENTICESHIP

What is the highlight of your apprenticeship so far? I’ve enjoyed many aspects of my apprenticeship but my highlights would include fitting wheel arches on a Figaro, making my own inner arches and having to put them on and filling it, as well as finishing my Level 2 qualification.

What has been the biggest challenge you’ve faced on your apprenticeship so far? The biggest challenge has been mainly having the muscle to do the job in the first place. When I first started I could barely lift a bumper but now I can lift doors and bonnets easily by myself. I didn’t realise being a Technician was such a good workout!

What does your day to day role involve? One of the things I love most about TrustFord’s apprenticeship programme is that each day is as lifting things or even undoing a bolt, Chelsea recently met motorcycle racer different. One day I could be helping then ask. If you do it wrong or get too and TV presenter, Guy Martin, at out in the yard, the next day I’ll be frustrated you’re just going to break the TrustFord’s Transit Centre in rubbing filler on a door or removing a bolt. I have some amazing support from Dagenham. bumper. my mentors at TrustFord who are always happy to help and guide me. How do you see your career Don’t let people tell you that you can’t progressing? do it because you’re female or because I’m getting more involved every day. As you might not be strong enough or get it my career progresses I will learn more, The Ford Masters Apprenticeship straight away. It all comes with practice do more and get more experience and Programme has allowed Chelsea to and being shown by your mentor. knowledge. Because there are always learn a host of new skills. new cars and a range of makes and models, I’m getting a really varied experience. At TrustFord we don’t just deal with Fords, we have , and etc all in at one time, so I’m constantly learning about the different ways cars are built and repaired, as all cars use different manufacturing methods. The TrustFord group are giving me all the training I need to achieve my goal of becoming a fully qualified Technician.

Do you have any advice for aspiring female Technicians? This goes for not just females but all aspiring Technicians – don’t think you’re going to become a repair technician or mechanic over night because you’re not. It takes practice and if you do need a hand with something you’re struggling with, such

FORD AUTOTEAM 3/2016 39 TRAINING HENRY FORD ACADEMY NEWS In with The New From left to right - Stuart Harris, Mark Jones, Kevin Perks and Dan Savory.

he Henry Ford Academy takes over from Stuart Harris as Mark Jones joins the Academy with a Dealer training organisation Academy Manager. Stuart says ‘It will wealth of Ford experience, in a variety has announced three new be sad to leave my colleagues at the of sales and marketing roles. Mark is T senior appointments to its Henry Ford Academy but I know that I supported Kevin Perks, Principal at management team. The appointments am moving to a new role, safe in the the Academy. Kevin has been in the come recently after the official knowledge that the new team automotive industry all his working opening of the Academy’s state-of- members have a strong training life and recently supported global the-art new Dealer training facility in background and that they have a great Learning and Development initiatives Daventry by Minister for Skills Nick facility that will help them to take across multiple motor manufacturers. Boles (Autoteam 2/2016). Mark Jones Dealer Training to the next level’. This includes Ford South Africa and the strategy for the new Middle East and Africa regions. Kevin is joined by Dan Savory, Vice Principal at the Academy as covered in Autoteam 2/2016. “This is an exciting time for training at Ford, with an outstanding new facility in Daventry and a revolution in our product line-up which needs to be communicated to our Dealer network,” said Lisa Brankin, Marketing Director, Ford of Britain. “Couple that with the industry’s largest apprentice training programme and you can see the significance of what we are trying to achieve. We are delighted to welcome the Academy’s new management team, who are ideally qualified to move our training programme forward. We would also like to thank Stuart Harris for his tremendous contribution over the past six years and for helping to deliver such an exceptional new facility at Daventry.”

40 FORD AUTOTEAM 3/2016 TRAINING

One Ford, One Team, One Plan, One Goal

NTB015.F ONE FORD provides us with how you can support on all our commercial vehicles (CV). Day two is a single clear definition of what it is we business objectives. Day one is based held at Bruntingthorpe Airfield and do and how we need to do it. around the brand with classroom Proving Ground and allows delegates to Using the key foundation elements of based learning. Day two is based explore some of the key car and CV ONE TEAM, ONE PLAN and ONE GOAL around the product, where delegates features, including testing the off-road the course allows you to explore the will learn the story behind some of capabilities of the Ranger and other all- Ford brand to a point of realisation of Ford’s most iconic cars and wheel drive vehicles. Excellent!

Ford Excellence is a fantastic host to Dealer reports as well as news stories and eLearning information. It is regularly updated with training information and once registered you will receive relevant communications on things to read. RedTop VS/16/139 was launched on May 20th and refers to the Learning at Bruntingthorpe. Centre closure between June 27 and August 3. This was placed onto Excellence as an additional reminder. Euro NCAP training PDF was uploaded to inform Dealerships of the new guidelines. Look out for the training symbol for relevant articles from the Henry Ford Academy.

FORD AUTOTEAM 3/2016 41 FORD PERFORMANCE

The winners celebrated in front of a huge crowd and Ford dominated the podium. Victory at Le Mans

Half a century after the he 2016 Le Mans 24 hour race, Starting Strong GT40 took its first win at the held at the Circuit de la Sarthe in Going into the race, things looked good historic 24 hour race, the All- north west France was a for team Chip Ganassi Racing Ford, with new Ford GT has repeated T dramatic one, with many of the the GT dominating qualifying. The team top teams suffering heartbreak. However, had shipped over the two cars that that success. it was a triumphant return to the race for normally compete in the IMSA Ford, with the All-new GT finishing in first, Weathertech SportsCar Championship third, fourth and ninth places in the hotly- especially for Le Mans and they showed Wet conditions meant a difficult start contested GTE Pro class. great pace, with Dirk Müller fastest of the to the 2016 Le Mans 24 Hour race. GTE Pro teams in the number 68 GT, followed by Richard Westbrook in the 69 car. World Endurance Championship regular Marino Franchitti qualified fourth fastest in the 67 GT whilst Olivier Pla started from fifth in the 66 car. A heavy rain shower before the start meant the 60-strong field had to start behind the safety car. Unfortunately, Andy Priaulx, who took the first stint in the 67 GT, suffered from gearbox troubles, meaning they were immediately out of contention. Whilst this was immensely disappointing for him and his British co- drivers, Marino Franchitti and Harry Tincknell, the rest of the team were able to benefit from the data they provided throughout the race.

42 FORD AUTOTEAM 3/2016 FORD PERFORMANCE

Getting the pit stops right is vital to a successful race.

GTE Battle Historic Victory throughout the 24 hours, the team Much of the first hour was run behind the Müller was back in the 68 GT for the managed to secure a four-car finish, safety car as the marshals cleared standing final stint, crossing the line at the head with the final GT crossing the line in water from the circuit. The All-new GT of the GTE Pro field, securing victory for ninth position. proved its reliability so, while the factory himself and co-drivers Joey Hand and It was a gruelling 24 hours for and Ferrari teams were struggling, Sébastien Bourdais. The number 69 GT everyone in the race, but Ford have the number 68 and 69 Fords settled into the finished in third place, while the 66 car shown that the new All-new GT has the lead. Frenchman Sébastien Bourdais led in recovered from electrical issues to speed and reliability to take on the very the 68 car as the sun set over the circuit, finish fourth. Although the 67 car had best in the world and that history truly with New Zealand’s Scott Dixon second in suffered from technical problems can repeat itself. the number 69 GT. The number 66 car of Stefan Mücke, Olivier Pla and Billy Johnson Focus RS and Ford Performance are Award-Winners remained in fourth place. Both the 68 and 69 Fords battled with The New Focus RS has scooped the Car of the Year award at the 2016 Vehicle the Risi Competizione Ferrari team, with the Dynamics International Awards, whilst Ford Performance has been named the lead changing hands throughout the night. Dynamics Team of the Year. The 350PS 2.3 EcoBoost engine and innovative all- As daylight returned to northern France, it wheel drive system won over a jury of 23 independent automotive journalists from looked like victory might be out of reach. around the world, who praised the Focus RS for “handling characteristics the The 68 GT had been forced to take a opposition can’t match” and its “pure driving pleasure”. penalty following an electrical issue that prevented Bourdais from shutting the The annual VDI awards recognise the best ideas, technology innovation and engine off whilst refuelling. However, with achievements in vehicle dynamics development. Ford now has won six VDI awards – Dirk Müller back at the wheel, the IMSA more than any other manufacturer – including four Dynamics Team of the Year awards. Weathetech SportsCar Championship regulars pushed hard, reeling in the Texas- “We set the bar high for the Focus RS, to deliver a world-beating hot hatch worthy of based Ferrari, with Joey Hand retaking the the Rallye Sport badge with the most exhilarating and dynamic RS driving lead in hour 20. experience yet,” said Tyrone Johnson, Vehicle Engineering Manager, Ford Performance. The German born engineer who headed up the 20-strong RS design team has also been named Engineer of the Year by Autocar, following the magazines five-star review of the New Focus RS.

The All-new GT racing into the sunset at the historic endurance event.

FORD AUTOTEAM 3/2016 43 The Focus RS RX made FIA World Rallcross Championship history in Norway, with scoring a perfect weekend. Focus RS RX Dominates in Norway

he new RS RX has won its first FIA World Block Just Misses Out Rallycross Championship event after just five races. It was a tough weekend for American ace, and star of the Andreas Bakkerud has made series history by Gymkhana films, . While he started well, finishing T becoming the first driver to win all four qualifying second in his first two Qualifying rounds, technical issues rounds of an event weekend. The young Norwegian star meant he missed out on the Semi Finals. Overall though, it was dominated the event, going on to win his Semi-Final before a fantastic weekend for The Hoonigan Racing Division, and the becoming the first Norwegian driver to win his home event. team will be back in action on July 1st-3rd at Holjes MotorStadion in Holjes, Sweden. Dominant Performance The Ford Focus RS RX, which has been developed by Ford Performance, M-Sport, and Hoonigan Racing Division, has instantly been on the pace of the top runners, despite only having extremely limited testing and competition experience. Hoonigan Racing Division driver Ken Block earned the Focus RS RX its first podium finish during the second round of competition in Hockenheim, Germany, but Bakkerud’s performance in Norway was really something special. The Norwegian was almost untouchable throughout the weekend, avoiding trouble and setting fastest times in almost every race. “It’s crazy that we won on home soil. I am so proud of the whole team,” said Bakkerud after the Final. “This is only our fifth event!” I am so pumped and so stoked to be a part of this great team. A big thank you to all of our partners.” Dave Pericak, Global Director of Ford Performance, said: “From the beginning, our goal with this programme was for the Focus RS RX to be competitive in rallycross. With support from M- Sport and Hoonigan Racing Division, we felt confident that our Andreas Bakkerud is the first Norwegian to win his home round combined team put together the best vehicle for the sport”. of the FIA World Rallycross Championship.

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