LOCAL HAPPENINGS The rugged Volvo FMX has landed in Malaysia! UNIQUELY VOLVO Mission: Get the best expertise for cab development CROSSING BORDERS Deep Down Up North VOLVO 101 Why Pre-Book Your Service Appointment?
SEJAHTERA A MAGA ZINE FROM VOLVO MAL AYSIA SDN BHD #1/2012
Air-Marine soars to new heights
experience
the X factor
Imagine having the ultimate advantage. Keeping you and your business at the forefront for years to come. We call it the X Factor – a unique combination of the rugged, new Volvo FMX and its capabilities, your driving skills and our great service network. Bring it all together and you are unbeatable. Experience the X Factor today at www.volvotrucks.com.my or contact your nearest Volvo dealer.
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the NEW volvo FMX Volvo trucks. driving progress
MESSAGE
FROM MANAGING DIRECTOR
MANAGEMENT TEAM Managing Director Mansoor Ahmed (mansoor.ahmed@volvo.com)
CFO Finance Philippe Roques (philippe.roques@volvo.com)
VP Sales & Logistics Jerome Wong (jerome.wong@volvo.com)
VP After Market Martin Kavanagh (martin.kavanagh@volvo.com)
VP Business Development & Marketing Suzanne Ooi (suzanne.ooi@volvo.com)
VP Human Resource Harvindar Singh (harvindar.singh@volvo.com)
S
eason Greetings and a Happy New Year to all our readers! It has been a wonderful 2011 and we are leading into a promising 2012. In 2012, we have many interesting ideas which we will be incorporating. We will be offering more product line-ups, affordable parts + service promotions, competitive Service Agreements, better response time to breakdowns, timely service duration via Fast Track lanes together with Pre-Book Service and many more. This is our promise to our current and future Volvo Truck owners.
Some key highlights of 2011 which I must mention. FuelWatch which had its origins from the idea to teach Volvo truck owners and drivers the correct driving methods in order to save fuel to increase profitability. It was organised in stages all over Malaysia and the Malaysian winner had the opportuntiy to take part in the Finals in Gothenburg, Sweden. For those that didn’t win, they took away with them valuable knowledge on proper driving skills and driving management. Volvo Trucks Malaysia launched the new Volvo FMX in Nov 2011 and received great response from our guests and media. The FMX was designed specifically for both on-road and off-road usage and is already being used in a dam building and iron ore mining site. We are looking forward to more FMX sales in 2012. Volvo Group launched its first multibrand dealership in Singapore retailing Volvo Trucks, Renault Trucks and UD Trucks under one roof. It also features a full service workshop and Genuine Parts counter. Though the dealership has only been in operation for 5 months, it has taken orders of over 100 unit of trucks with a stagered delivery between 2011 and 2012.
VP Fleet Sales Adrian Cham (adrian.cham@volvo.com)
DEALER MANAGERS Northern Chen Lip Foo (+6019-989 9380)
Central Kenny Foo (+6016-339 3068)
Southern Muhammad Khairulnizam (+6012-751 9600)
Eastern Chen Fok Min (+6019-752 1489)
East Malaysia Adrian Chua (+6012-809 9671)
Wrapping up 2011, we saw a total increase in Volvo Truck sales in Malaysia, Singapore and Brunei comparing to 2010 which is fantastic. So from here, we can only continue to do better! Enjoy the read and have a great year ahead!
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MANSOOR AHMED
Managing Director Volvo Malaysia Sdn Bhd
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facebook.com/VolvoTrucksMalaysia
CONTENTS #1/2012
6 Local Happenings Singapore bids welcome to Volvo, Renault and UD Trucks!
7 Local Happenings The rugged Volvo FMX has landed in Malaysia!
20 Uniquely Volvo Mission: Get the 4 best expertise for cab development Solution: Ask the drivers
23 Uniquely Volvo The wheel alignment of fortune
8 Local Happenings Fuelwatch 2011 Pitting drivers against drivers
25 In a snapshot North Malaysia Truck Show (NMTS) Handover of the new Volvo FMX to Air Marine and Mega Brave
SEJAHTERA
A MAGAZINE FROM VOLVO MALAYSIA SDN BHD EDITOR: IRINA LAU
10 Local Happenings Air-Marine soars to new heights
12 Local Happenings Private dealership in East Malaysia delivers sustainable business
14 Crossing Borders Deep down up north
26 In a snapshot Negeri Sembilan Truckfest & Exhibition Customer trip to Sweden Volvo Malaysia Golf Invitational 2011
27 Volvo 101 Why Pre-Book Your Service Appointment?
28 After Market Volvo Service Agreements
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LOCAL HAPPENINGS
Singapore bids welcome to Volvo, Renault and UD Trucks! The opening of the first multi-brand super store. With much anticipation, the first multibrand super storein Asia was open in Singapore and officiated by guest-of-honor, Swedish Ambassador to Singapore, His Excellency Ingemar Dolfe, on October 24, 2011. It retails UD Trucks, Volvo Trucks & Renault Trucks as well as After Sales support under one roof.
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he morning was reserved for a press conference with media attending from Singapore and Malaysia. They were given the chance at a comprehensive Q&A with Par Ostberg, the newly appointed Senior Vice President of Trucks Asia as well as Mark Gabel, the GM of (ATO) Singapore.
When evening came about, the launch ceremony was kicked off with a key ceremony together with the symbolic truck handover to YTL and CWT. Guests were allowed unlimited access to the generally restricted workshop which had many engine cutouts and truck displays from the 3 brands which were specially flown into Singapore from Sweden as well as Japan for the event. One of the key highlights at the exhibition area was the Volvo truck rollover simulator.
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The evening came to a conclusion with a dramtic jazz performance by Claressa Monterio, one of Singapore’s most exciting female jazz performer. ATO Singapore has had a promising start with orders of more than 136 Volvo & UD Trucks being sold since it began operations 5 months ago. Together with the support from the customers, we believe that our commitment to stay customer-focused and delivering on our promises would help us to shape the new era of trucking excellence in Singapore. n
LOCAL HAPPENINGS
The rugged Volvo FMX has landed in Malaysia! After months of anticipation, the new Volvo FMX was revealed to the public at the Volvo Malaysia HQ in Shah Alam on 2nd November 2011. Many existing and potential customers as well as the media were invited to share in the fun and excitement.
with potential for many more units in the near future. Air Marine will be utilising the FMX for a dam project in Bintulu while Mega Brave will be fully utilising their FMX for iron ore transportation in the mining industry.
By 9.40am, the reception area was packed to the brim with mingling guests and Volvo staff in attendance. The guests and media was officially welcomed by company MD, Mr. Mansoor Ahmed and Mr. Frederic Ruesche before everyone was ushered out for the unveiling of the new Volvo FMX.
Before the official launch, the FMX was previewed in Ipoh at the North Malaysia Truck Show from 28-29 Oct, and it was also displayed in Negeri Sembilan during the NS Truckfest and Exhibition from 9-10 Dec 2011. n
Volvo Malaysia also took this opportunity to handover the new FMX purchases to Air Marine and Mega Brave who are the first in Malaysia to buy the trucks
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LOCAL HAPPENINGS
Fuelwatch 2011: Pitting drivers against drivers In its second year, the Fuelwatch competition in Malaysia crowned Adnan Laili from KSC Haulage as its winner. He was the best amongst 300 strong drivers from all over Malaysia that participated.
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Sweden
“It was different driving on the other side of the road especially in a left hand drive truck so I took extra precaution when it came to the tight turns. I wish we had more time to practice as I only managed to squeeze in 30 minutes to familiarise myself with the route. I was so nervous but my boss, Mr Yau kept encouraging and rooting me on. I could not have done it without his support,” says Adnan.
In Sweden, Adnan who was the only driver who had no previous experience with driving on the right side of the road, went up against drivers from Korea, Thailand, Taiwan and China in the search for 2011’s Driver Fuel Challenge global winner . The final leg was held at the Volvo Demo Centre in Gothenburg, Sweden on 22 October 2011. Adnan was accompanied by the KSC’s MD, Mr Yau Kwong Joo.
After much anticipation, South Korea was announced as the winner of the World Volvo Truck Drivers’ Fuel Challenge! He won the title of champion in the Drivers’ Fuel Challenge as well as a “Volvo Life Time Experience”, a trip for two worth around USD 15,000 to anywhere in the world where Volvo Trucks runs operations.
The Malaysian winner put up a good show but Han HoGyun from South Korea emerged as the Asian winner and went up against the European winner from Spain in the World Finals.
LOCAL HAPPENINGS
“It was unbelievable that I was named the Malaysian champion as I went up against many other drivers that were equally great and competitive to boot. It was exciting when they told me that the prize was the chance to compete in the Asian and World Competition in Gothenburg. Sweden! Imagine that! What an experience it was. I could not have won the Malaysian leg without the years of training I received as a truck driver,” says Adnan when he was met at the airport before his departure to Sweden.
Fuelwatch started from an idea many years ago to find ways to help Volvo Trucks customers increase their profitability as well as help reduce carbon emissions in our aim to conserve the environment. “We could see from the different results that, even between all the incredibly skilled finalists, there were relatively large differences in fuel consumption. It’s impossible to overstate the important role that is played by individual drivers when it comes to the amount of fuel that can be saved while driving. Fuel-efficient driving has a beneficial effect on both the environment and companies’ economy,” says the President of Volvo Trucks, Staffan Jufors. Volvo Trucks Malaysia has plans to expand their participation in the off-road competition as well in 2012 with the introduction of the new FMX which is specialised for mining, logging and other off road heavy usage. n
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LOCAL HAPPENINGS
Air-Marine soars to new heights The Air-Marine Group of Companies, a multi-million ringgit conglomerate in Bintulu, Sarawak, has certainly come a long way from its humble beginnings as a forwarding and courier service operator since opening its doors for business on December 8, 1979.
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Taking a step-by-step approach of building its strengths and remaining totally focused on its long-term vision to ensure the success of its core logistic business, Air-Marine founder and managing director Mr. William Chiew has today taken the Group to new heights with its varied range of businesses.
Currently, the Group has diversified into project engineering and management services under its Heavy Contracting Division for ultra heavy & over sized load transport, engineered lifting solutions, load out, weighing, ballasting, mooring, jacking & skidding, strand jack system and sea fastening design as well as heavy lift cranes and construction equipment rental. Other services of the Group include warehousing, international and domestic freight forwarding, customs declaration , stevedoring, cargo consolidation & break bulking, marine agency, project cargo movement and management, overland transportation, port cabin rental and a string of other services serving the industrial, oil and gas, chemical, hydro power, non fossil industries and infrastructure sectors. It has recently ventured into the supply chain business for mega projects being implemented under the Sarawak Corridor of Renewable Energy (SCORE) development plan. To Air-Marine, nothing is too large, too difficult or impossible to move. We are consistently on the lookout for new challenges and readied to meet clients ‘needs and expectation.. Growing by leaps and bounds at an average rate of between 10 and 20 percent over the past 32 years, the success of the Air-Marine Group is largely attributable to the vision and strong business acumen of the affable William Chiew who till today remains very modest about the Group’s achievements. The Air-Marine Group has earned a strong reputation as among the market leaders in its diversified specialized fields not only in the State but also in the country. While its headquarters remains in Bintulu, it has spread its wings into Sabah, Kuching, Miri, Sibu, Kuala Lumpur, Lumut, Johor, Labuan and Singapore. It will be expanding into other countries this year in the heavy load transport and crane businesses. In the logistics business, Chiew says Air-Marine started with two units of reconditioned Nissan Diesel prime movers (inclusive of trailers) costing a total investment of RM120,000.
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“At that time, there were no scandinavian brand prime movers in Bintulu. Also, the perception then was that the availability of parts was problematic and the maintenance of continental trucks was expensive. In fact, we were the first company in Bintulu to bring in a new Volvo Truck in 1996 into the logistics segment after weighing the decision for seven years. It may sound ridiculous, but that’s how business were done in the good old days.
LOCAL HAPPENINGS “Since then, it has been repeat orders for Volvo Trucks with at least two units every year. This clearly mirrors our confidence in Volvo Trucks due to its reliability, robustness, stability and safety features” he laughingly adds. Today, the company has a total fleet of almost 150 units of prime movers costing about RM50 million. Of this, Volvo Trucks accounted for 60 units with forty (40) units of FM400 models being added to its fleet in mid-April this year. Chiew says his target for 2011 is to increase the number of Volvo Trucks, which are mainly 6X4 heavy duty trucks, to 70 units by the end of this year which will involve a total investment of almost RM5 million. He is confident of attaining this goal with the increasing new mega projects secured under the hydro power and SCORE development plan. He says the Volvo trucks are mainly used for transporting cement tankers, heavy duty industrial and heavy transport equipment as well as long haul cargoes across the long breath of the rugged Sarawak terrains. “From our past experience, we found that Volvo Trucks are highly suitable to our needs in terms of fuel efficiency, service reliability and delivery uptime, long life span of parts, more powerful and durable. Its fuel efficiency is about 50% of our cost savings, which bodes well for our bottom line. In addition, its design and safety features are proven to provide maximum comfort to the drivers, which are plus points to increase our customer service efficiency. We are grateful to Volvo Malaysia for their support and being a long-term partner to our business,” adds Chiew. Sharing his views on the prospects for logistics industry in Bintulu and Sarawak generally, Chiew expresses confidence that the industry will continue to expand significantly due to the rapid economic growth of Sarawak and industrialization of Bintulu. “Furthermore, Bintulu, with its deepwater port, is centrally located
has an added advantage and plays an important role in the development of Sarawak’s transportation sector. We are hopeful of enjoying about an average growth of 10 per cent taking into account the book orders from the numerous projects,” he explains. With regard to his heavy-duty industrial crane business, Chiew says it is the first of its kind in Borneo Island.The company is the only and biggest crane operator for the oil and gas industry and has invested almost RM 180 million in the business. Of the total investments to date, about RM100 million is being invested in crane equipment. Apart from servicing the oil and gas industry, it also offers its services to chemical plants, hydro-electric projects and SCORE’s infrastructure development projects. In view of its industry competitiveness, Air-Marine is expecting to maintain a 10 per cent growth for this year. As a market leader in Sarawak’s warehousing and heavy transport sectors, Air-Marine expects to achieve average growth rate of 10-15% annually. The Group has also invested about RM30 million in land and properties and about RM70 million in its heavy transport equipment. Employing a workforce of 400 personnel, it invests about RM500,000 annually for training in upgrading the skills of its human capital. Air-Marine offers ONE CALL-ONE STOP-ONE SOURCE solution to our clients. Our hallmark is speed and economy. You will stand to gain from our expertise. n
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LOCAL HAPPENINGS
Private Dealership in East Malaysia delivers sustainable business The right products, reasonable prices and most of all, good after sales service” answers Michael C L Tiong who heads Volvo’s private dealership in East Malaysia when asked what it takes to build a sustainable business in his territory.
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As many competitors focus on fighting a price war, he is set out to deliver services that go beyond the quickly fading joy of a bargain. The market is East Malaysia is fought over fiercely, with all the European and Japanese trucks already present and the new Chinese manufacturers now pushing in too. However, with the strong support of Volvo Malaysia, he is assured that he will succeed in his plans to build a sustainable business. Many of his clients use Volvo trucks for the transportation of palm oil or logging, industries that have long been plagued by misconceptions. “Most people have it all wrong”, Mr Tiong says. According to him, a lot has been done to make these industries commercially and environmentally viable. For many years now, checks and balances have been in place and measures, such as re-forestation are implemented. “I can firmly say that none of our clients is engaged in illegal logging. We would not support such practice and have our, or Volvo’s name associated with such practices” his comment is to underline the approach that he is taking to ensure the brand is build on a solid foundation.
LOCAL HAPPENINGS
The market in East Malaysia is booming. It is a growing market which has yet to see its full potential. However, the requirements over in the East side of Malaysia are fundamentally different from what happens on the peninsula. Reliability is even more of an issue with the trucks crossing vast areas of forests which are difficult to access and sometimes don’t offer coverage for a mobile phone to dispatch a call to seek assistance. Here it is absolutely crucial to have a very strong after sales team that can handle situations swiftly and professionally. Mr. Tiong can rely on a strong team. Continuous in-house training as well as regular updates with the Volvo Malaysia after sales team are cornerstones of his business. “I simply don’t believe discount is the only solution. That is not sustainable; supply of good trucks and great service are!” is what sums it up for Tiong. Building a brand takes more than just promotions via reduced prices according to Tiong. The key is building a strong reputation. In partnership with Volvo Malaysia, activities are being carried out to further strengthen the brand and Tiong is delighted by the way this partnership works from the ongoing training to support in urgent cases to the advertising and marketing for his territory. For the East Malaysian market, customisation is very important. In the hilly terrains, retarders are fitted to the Volvo trucks, further enhancing the performance of the vehicles and giving the owners the edge in the tough competition. The use of the retarder safes fuel, a notion Volvo Malaysia places a strong emphasis on, better safety features, reduces wear and tear and as a side effect protects the environment. Currently, the FM 400 Manual is the most popular model for this private dealership. Recently launched FM 400 I-Shift models are shortly to arrive on the eastern shores. A first batch of 6 units is about to arrive for distribution. “Brands matter. It is that very first impression that counts” Tiong rounds up his approach to building his business. To him, the Volvo brand is one that supports both, his business as well as his customers’ business in a sustainable way. n
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CROSSING BORDERS
Deep down up north The sparsely populated Lapland region in northern Sweden is unlike anywhere else on Earth. Harsh and inhospitable, yet spectacular and unspoilt, it is undeniably a place of untamed natural beauty. From cold barren winters to endless summer days, haulage company JE Gustafsson Maskin continue to roll out of the local mines in their Volvo Trucks.
WORDS LORENTZ ÖSTERLING & NIC TOWNSEND PHOTOS KALLE ASSBRING
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utside the sun is shining bright even though it is nearly midnight. Down here, 615 metres below ground, it is pitch black. The truck’s headlights carve a swathe of light ahead of us as we journey underground in the mines of Malmberget, deep beyond the Arctic Circle in northern Sweden.
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We’re travelling with Raoul “Ralle” Rodén in his Volvo FH, as he goes to collect waste rock from inside the mine. The descent through the mountain is steep. The two-lane hill has an eight per cent gradient and we drive down in 10th gear. Ralle handles VEB+ via the stalk behind the steering wheel and almost never touches the wheel brakes on the long descent down into the depths of the mine. “You have to know what you’re doing,” says Ralle. “Otherwise your brakes may easily fade. When we take new drivers down into the mine, we can see from the very start which ones are suitable for this job. If you’re afraid, it’s just a matter of turning around and looking for a job that doesn’t involve driving in mines.”
CROSSING BORDERS
Behind the green truck a Vincent peeps out. A number of special vehicles handle rock haulage from the mine on behalf of LKAB. They are known as Vincents and are extra-wide three-axle semi-trailers that carry 90 tonnes, with a Volvo FH tractor providing the power.
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CROSSING BORDERS Patrik Olofsson is workshop manager at Eriksson Bil, here together with Janne Gustafsson.
The iron ore is delivered in the form of pellets (on the left) and is transported via the long ore trains from the mines.
Lapland is home to some of Europe’s largest iron ore reserves and the industry is vital to the local economy. For more than a hundred years now, LKAB has been mining ore here and exporting it to the rest of the world. Places like Malmberget, Gällivare, Koskullskulle and Kiruna are all mining towns and the surrounding iron ore is their lifeblood. JE Gustafsson Maskin is just one of a number of independent haulage firms helping LKAB with the mammoth task of removing waste rock from the mines.
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THE NEXT DAY WE JOIN HASSE WENNSTRÖM, one of JE Gustafsson Maskin’s drivers, who also hauls waste rock from the mines. The truck he drives is a Volvo FH 8x4 with a 430 cm wheelbase and steering on both front axles. It has I-Shift and a 520 hp engine. The load platform has been custombuilt for work like this. We climb up into the cab and drive towards the narrow entrance of the mine. It gets dark as soon as we drive in, so Hasse switches on all six auxiliary lights as well as the special “Kiruna Lights” which illuminate the surroundings, including the sides of the truck.
Some of Europe’s major ore reserves are to be found in Lapland, northern Sweden. Lapland is a sparsely populated region where the winters are dark and cold with lots of snow.
There are about 250 km of roads down here so it’s important you know your way. As we venture deeper into the mountain, the road becomes narrower and steeper, and soon becomes a single lane. The side corridors are narrow and it’s a tight fit – it’s not for the claustrophobic. The walls are uneven and there are rocky overhangs as well as protruding metal bolts designed to hold the rocky sidewalls in place. It’s easy to scrape the truck’s sides but the “Kiruna Lights” provide good lighting. Anyone who scars the sides of his vehicle can expect to be mocked by his colleagues later on. We descend slowly and catch a glimpse of the loading machine’s lights below us. Halfway down is a corridor leading off to one side. We back in, turn around and reverse the last stretch. Hasse drives to the loading site, stops, tips the first load of waste rock onto the platform, drives forward and tips the second load. The
CROSSING BORDERS whole process is operated by remote control. Now fully loaded with 36 tonnes of waste rock, Hasse drives away and begins the laborious trip back up to the surface. The road is rocky and uneven but the air-suspended cab and comfort seat make it a smooth ride. As soon as we come to the asphalted two-way road heading up, we can maintain 25 km/h and soon we’re out in the daylight once more. The contrast between the jet-black mine and the bright light bathing the Lapland landscape is stunning. We continue up the mountain to the road and on down a steep gradient to the large Kaptensgropen pit, a disused part of the mine. We reverse to the edge, tip out the waste rock and then set off back down into the mine for the next load. “It’s really important to maintain a fast pace in the transport of waste rock, otherwise the entire production process
comes to a stop,” says Hasse.
JAN “JANNE” GUSTAFSSON FOUNDED HIS COMPANY, JE Gustafsson Maskin, in 1990 but his family has worked in the industry for three generations. Janne is the company’s President and his friend Erik “Eken” Marklund is the Logistics and Fleet Manager. But up here people aren’t particularly interested in titles and Janne is often the first to crawl under a truck if something goes wrong. “There is probably no other industry which imposes such high demands on its vehicle fleet as ours does, and the aftermarket is everything,” says Janne. JE Gustafsson Maskin has 37 trucks, 35 of which are Volvos. Most of them operate in the Malmfälten mines, and there are also some in Garpenberg outside Borlänge in the Swedish Midlands. “Right now we’re working flat-out. The world market price for iron ore is high and everything that’s produced is already presold,” says Erik Marklund. For this reason it is absolutely vital that JE Gustafsson’s trucks keep moving despite their gruelling work schedules, because any delay will be costly for all concerned. Eriksson Bil has operated out of Gällivare for over sixty years and
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CROSSING BORDERS The distances are vast in Lapland. If you’re driving up here in the far north, there is considerable risk of coming up against both reindeer and elk on the roads.
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For more than a hundred years now, LKAB has been mining ore in Lapland and exporting it to the rest of the world.
LAPLAND ICELAND
EUROPE
AFRICA
Kiruna
n The northernmost province of Sweden containing almost a fourth of the area, but only one per cent of the population of the entire country. Population: 94,000 Largest City: Kiruna (18,159) Size: 109,702 km2 Economy: Mining, forestry and hydroelectric power. n Lappland is home to some of the oldest national parks in Europe n The Lapland area is a UNESCO World Heritage Site. Lapland in Summer: In July the temperature can be as high as 25 degrees, with perpetual sunlight. Although it can still be cold enough for snow fall. Lapland in Winter: In January the average low is -22, with constant darkness throughout most of December and early January.
CROSSING BORDERS
LAPLAND
Safety and the working environment are important issues in the mine. All vehicles with permits to drive into the mine undergo brake and exhaust tests every fifth week.
remains a family owned business. They supply and service JE Gustafsson Maskin’s fleet, and know how important it is that their trucks stay on the road. “The Malmfälten ore-fields are our area,” says Patrik Olofsson, workshop manager at Eriksson Bil. “The area stretches from Porjus to Pajala and that’s a big area. Gällivare municipality alone is 350 km long. But it’s relatively easy to keep the right parts in stock since most of the trucks up here are mining trucks, with very similar specifications. And if we don’t have a part in stock, we can bring it in overnight.” “But of course it’s a challenge to keep the trucks rolling up here,” adds Håkan Darehed, one of Eriksson Bil’s salesmen. “We have ten service tenders that do on-site repairs, as well as a weekend emergency call-out service in Gällivare. The workshop in Kiruna is open 102 hours a week, the one in Gällivare is open 70 hours a week, all to ensure that
the trucks keep rolling.” “The workshop is close to the mines and we have a good, closeknit team in the workshop; that’s a real asset,” continues Patrik. Their operations involve hauling heavy loads up and down steep gradients, on dirty roads and in the severe winter cold. But it has to be done to keep the fleet well maintained. “We do our service planning together with Volvo,” says Janne Gustafsson. “We generally replace our vehicles after three to four years. The oldest trucks are used as backups. Right now the oldest truck is a 2007 model that hauls rock out of the mine.” UP HERE THE WILDERNESS might be huge and expansive but the local communities are small and close-knit, and it has been that way for generations. “My dad was a haulier so I know what it’s like. We’re like friends with our customers,” says Håkan. “And it’s a clear benefit if you’re bilingual as many people prefer to speak the local Tornedal Finnish rather than Swedish. It’s relationships and confidence that mean everything up here.” n
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UNIQUELY VOLVO
There is a growing worldwide trend of inviting the end-user to contribute to product development. That’s exactly what Volvo Trucks does at its “clinics” at truck stops. WORDS SOFIA ERIKSSON PHOTOS CHRISTER EHRLING, VOLVO TRUCKS
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ab development – from design to technology to function – is an essential activity at Volvo Trucks. Whether it is facelifts or totally new models, the process of improving and refining the driver’s environment keeps a large team of designers, developers and engineers fully occupied. But not all of the development work takes place at the drawing board or on a computer. Already back in the 1980s Volvo Trucks started holding clinics with truck owners to find out exactly what they thought about vehicles. Customers were invited in to answer questions about what their priorities were in the cab and what they would like to see when it came to various functions and ergonomics. They had the chance to get their hands on prototypes and test drive various truck models. Today these clinics remain an important part of Volvo’s product development. In recent years, however, the clinics have undergone development of their own and have been moved away from Volvo headquarters and out on to the roads. A couple of times a year Volvo’s clinic crew sets up shop at a carefully chosen truck stop somewhere in Europe to talk to the people who know trucks best – the people who work, sleep and live in them. “We have never had so much input into our product development from the people who spend their working days in the cab as we are getting now,” says clinic manager Claes Hillén.
HILLÉN HAS TO DATE PLANNED and carried out some 15 truck stop clinics. Until now the truck stop clinics have only been held in Europe for logistical reasons. There are plans in the pipeline to repeat the activity in other parts of the world, but there are many planning and logistical issues to overcome first. “But the extensive knowledge we have accumulated from truck stops over these last
UNIQUELY VOLVO In Volvo Trucks’ design studio investigations into the drivers’ opinions on the cab’s ergonomy and interior environment are carried out.
By studying the driver’s behaviour and reactions in the cab, the test team gets valuable information on how the drivers want to control things like the cab’s inner climate.
WE HAVE NEVER HAD SO MUCH INPUT INTO OUR PRODUCT DEVELOPMENT FROM THE PEOPLE WHO SPEND THEIR WORKING DAYS IN THE CAB AS ARE GETTING NOW. CLAES HILLÉN, CLINIC MANAGER VOLVO TRUCKS
six years confirms the picture of what truck drivers around the world want from their cabs,” says Claes Hillén. “The driver’s environment has become ever more important.” Not just any motorway service station will do; there should be 100 parking places for trucks, room for Volvo’s tent, and plenty of drivers from different countries. A clinic usually lasts between five days and a week and occupies a team of around 20 people. They bring with them prototypes of various cabs, examples of upcoming designs – and a long list of questions. Those posing the questions speak some dozen languages in total, and they simply go knocking on the doors of trucks that pull into the truck stop to spend the night. The surveys are often done anonymously. And Claes Hillén says that is important. “We want genuine subjective opinions,” he says. “It’s easier for the drivers to speak their mind if they don’t have to think about who is asking the questions. We want both positive and negative comments because they guide our future development.”
AS OF TODAY VOLVO HAS ASKED 2,200 long-distance truck drivers what their priorities are in a cab. Top of their list is comfort for relaxing and sleeping, followed by the driver’s seat, and then visibility. Besides the survey, in-depth interviews are carried out with the drivers to get their more detailed thoughts and wishes to help drive product development forward. Take, for example, the
group of Irish drivers who the team met at a truck stop in Holland in 2005, who had strong opinions on storage in the cab. These drivers drew up a list of everything – from items of clothing to each and every loaf of bread – that they had with them for a week’s work. Armed with this list, the clinic crew went out and bought second-hand clothes and made loaves from Styrofoam so they could further develop the cab’s storage solutions. Parts of this research were incorporated into Volvo Trucks’ 2008 facelift, which includes better storage among the user-generated improvements, and other parts will be used in future development. “The cab didn’t get bigger, but we made better use of the space available,” says Claes Hillén. The swivel seat and better sleeping arrangements were other improvements Volvo presented at that time. “We had received complaints about the beds, and also noticed that there were differing opinions about what constitutes a good bed,” he says. So today there are a number of different mattresses and comfort levels to choose from.
UNIQUELY VOLVO Three men in a cab: clinic manager Claes Hillén, design director Rikard Orell and cab expert Ulf Andreasson are all involved in the development of Volvo’s truck cabs. The customer clinics and tests carried out at truck stops in recent years have added a new perspective to Volvo’s product development.
SPACE IS OF COURSE A LIMITING FACTOR.
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Product manager Ulf Andreasson is fully aware of this, and he refers to the cab “a drivable one-room apartment”. “Regulations govern length, width and height so we know what the limitations are,” he says. “But you can see it as a balance that we have to find; between function and storage on the one hand, and the limited space on the other. Between comfort on the one hand and price on the other. Plus our goal is to include as much technical assistance for the drivers as possible, without overwhelming them with information.” Ulf Andreasson goes along to the truck stop clinics whenever possible to act as a link between the customer and the design and technology team, and to pass along information in both directions. He has, for example, noted the growing demand for technology and electronics unconnected with the driving itself, such as wireless connectivity and power points. “Previously we had no power points in the back and two in the front,” he says. “Nowadays we have one in the back and three in the front. Since 2008, there is also an audio system in the truck with USB, bluetooth and iPod connections.”
Volvo cabs are today full of small details that have been developed from driver comments: vanity mirrors for the driver’s seat – which no one thought drivers would appreciate – have been a great success; integrated cup-holders; pedals which don’t feel uncomfortable when you are driving without shoes. These are details which, you could be forgiven for thinking, shouldn’t affect the choice of trucks. But Volvo Trucks’ design director Rikard Orell is a firm believer that it is these small details that build up the big picture. And that the way the cab feels has become a much more important sales argument. “DRIVERS HAVE BECOME MORE IMPORTANT,” he says. “There is a shortage of them, so they need to be taken care of. And with everything else becoming more and more standardized, the design can be the difference between a potential customer buying a truck or not. Or perhaps more importantly the driver experience. When we hear at the clinics that the cabs are a pleasant environment, then I know that we have succeeded not only in the technology and the functions but also in the choice of materials and the atmosphere in the cab. Cab development is a process that never ends, whether we are talking about facelifts or new models. Customers are continuously invited to test drive existing trucks or offer their opinions on prototypes. Further clinics at trucks stops are in the planning.” Rikard Orell says that he and his colleagues can never learn too much. “It’s obvious that we should ask those people who drive trucks every day what they think.” n
UNIQUELY VOLVO
The wheel of fortune Tests carried out by Volvo Trucks showed that through optimal wheel alignment, having the right tyres and maintaining correct tyre pressure, a truck can reduce fuel consumption by up to 15 per cent. Yet many businesses are failing to take these simple measures and as a result they are burning more fuel than they need to. WORDS NIC TOWNSEND PHOTOS CHRISTER EHRLING
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UNIQUELY VOLVO
WEB TV: SEE THE FILM SHOWING THE VOLVO TRUCKS WHEEL ALIGNMENT TEST
http://magazine.volvotrucks.com
THIS IS HOW MUCH FUEL YOU CAN SAVE WITH OPTIMISED WHEEL SETTINGS CHOICE OF TYRE 11 PER CENT CORRECT WHEEL ALIGNMENT: 2.5 PER CENT CORRECT TYRE PRESSURES: 1 PER CENT
uel accounts for a third of a truck’s operating cost, and is a significant expense for any business. Yet at the same time it is estimated that around two truck rigs of three are driving around with incorrect wheel alignment. Countless trucks are also fitted with the wrong tyres of drive around with incorrect tyre pressure. “When we visit customers we often notice uneven tyre wear on trucks and trailers. This is a sure sign of incorrect wheel alignment,” says Arne-Helge Andreassen, business area manager for tyres and wheel alignment at Volvo Trucks’ Aftermarket department. If you think the difference this makes to fuel consumption is trivial, then it is time to think again. Volvo Trucks recently carried out large-scale testing at the Hällered Proving Ground, Volvo’s test circuit in Sweden. The tests involved two identical Volvo FH 4x2 trucks, each equipped with a 500 hp 13-litre Euro 5 engine and hauling a three-axle fully loaded van-bodied trailer. The rigs each weighed 40 tonnes gross. Over a two-week period, the trucks underwent a wide range of tests. One rig was driven with various incorrect wheel alignment settings, while the second rig served as a reference vehicle and was consistently run with optimally aligned wheels. Each truck was equipped with instruments for measuring exact speed, tyre wear, tyre pressure and rolling resistance, while fuel consumption was measured down to the very last millilitre. Mats Lidbeck from the SP Technical Research Institute of Sweden was on site to monitor and ensure the accuracy of the tests. “We have a responsibility for the truck’s cost throughout its lifetime. It’s not enough to just build fuel-efficient engines, at Volvo Trucks we work con-
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32 %
Approximately 32% of an average haulage companys costs are fuel costs.
sistently and in different ways to reduce our vehicles’ fuel consumption – even after they have been delivered to the customer,” says Arne-Helge Andreassen. “The aim of these tests was to give haulage firms reliable evidence of just how much money they can save.” THE FINAL ANALYSIS from the vast amount of data collected from over 1,000 kilometres of testing at Hällered was a real eye-opener for any truck driver or fleet owner. Adjusting wheel alignment to optimal settings cut fuel consumption by up to 2.5 per cent. Correct tyre pressure reduced fuel consumption by up to one per cent, while the correct choice of tyres cut fuel consumption by up to 11 per cent. All told, this means that some rigs have the potential to reduce fuel consumption by almost 15 per cent. In monetary terms, this translates into a significant saving, by some estimates up to €8,000 annually. “There is every reason for all haulage firms to take a closer look at this,” says Andreassen. “Volvo Trucks has an extensive network of workshops throughout the world. We’re now going to see to it that they all receive this information. When a customer comes in to us with a truck and trailer they will get the very best help imaginable.” n
IN A SNAPSHOT
Snapshots North Malaysia Truck Show (NMTS)
Handover of the new Volvo FMX to Air Marine and Mega Brave
Volvo participated in a truck exhibition in Chemor, Perak that focused on capturing the northern region market. The event was organized by the Perak Lorry Owners Association and ran from 28-29 October 2011. The exhibition was officiated by Dato’ Yik Phooi Hong who is a prominent personality in Ipoh.
The new Volvo FMX was handed over in a small ceremony to Air Marine and Mega Brave. These 2 companies are the first in Malaysia to puchase the trucks respectively for a dam project in Bintulu and for iron ore transportation in Kuala Lumpur.
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IN A SNAPSHOT
Snapshots
Negeri Sembilan Truckfest & Exhibition Volvo Malaysia participated in the NS Truckfest & Exhibition located in Seremban 2 from 9-10 December 2011. The event exhibits trucks and trailers, motor vehicles, material handling equipment, tyres, lubricants, parts and components. The Truckfest was organized by the Negeri Sembilan Lorry Operator’s Association (NSLOA) as part of their 77th Anniversary.
Customer trip to Sweden 23 faithful Volvo customers and their partners were invited on a trip to Sweden in September 2011. Together with 4 top management from Volvo Malaysia, they toured Gothenburg and Copenhagen on a 7 day trip. Everyone came back with happy memories. Are you a Volvo truck owner yet? You could be next!
Volvo Malaysia Golf Invitational 2011 This year, the game was held on 1st December 2011 at the Glenmarie Golf and Country Club with 90 Volvo owners gracing the event. The grand prize winner will be representing Malaysia in the Volvo China Golf Pro-Am tournament which will be held in April 2012. Everyone is looking forward to the next Invitational in 2012.
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Volvo 101
Why should you make a Pre-Book service appointment when it’s nearly time to service your faithful Volvo truck? A basic service takes an approximate 4 hours while an annual service takes up to 7 hours at a time. In order to be on time and not prolong the service duration which will affect a customers day to day operations, Volvo Trucks Malaysia encourages everyone to make early bookings with the workshop a week before the truck is due to be sent in. Fast Track pre-booking service will be initiated in Shah Alam workshop and subsequently in other locations. When you Pre-Book your service appointment with us your trucks will be assigned to the “Fast Track” bays. For the vehicles that have been pre-booked by you, we are
committed to working on them immediately. The technician will be allocated in advance and parts pre-planned to ensure that the vehicle is repaired and out of the workshop in the shortest time possible. So why waste precious time when all you need to do is pick up the phone for a service appointment. So call now to Pre-Book your service slot and we guarantee a job well done. *Fast Track and Pre-Book Service is only available in Shah Alam until futher notice.
Number to call: Shah Alam 1-300-80-8118
Gift Redemption
If you have Pre-Booked your service slots, please fill in your details and bring this along to redeem your exclusive Volvo FREE GIFT! 27
Name: Company Name: Email:
Mobile No:
AFTER MARKET
Volvo Service Agreements The Volvo Blue Program The safest and most convenient form of preventive maintenance. That’s what you get the with Volvo Blue Program. It is based on the Volvo Service Plan that is indiviadually tailored to suit both the truck and its operating conditions. The program includes labor, Genuine Volvo Parts and other materials. Preventive Maintenance – includes Basic Service, Annual Service and additional operations at intervals described in your Volvo Optimised Service Plan. Bacis and Annual Service also includes a large number of checks. We change the filters, oil and parts according to your agreed service plan. In addition, we perform a large number of checks so that minor faults can be discovered before they develop into major problems and costly repairs. If anything is discovered that requires action over and above what has already been agreed in your existing Volvo Blue Program, we will inform you in advance and give you a cost estimate for the proposed actions. No surprises there! n
The Volvo Gold Program The most comprehensive program and encompasses preventive maintenance as well as truck repairs. It gives you the confidence of always having your truck in top condition. Like the Blue, the Gold program is based on the Volvo Service Plan that is individually tailored to suit both the truck and its operating conditions. The program includes labor, Genuine Volvo Parts and other materials. You will know exactly what the service will cost and all will be under one invoice. You no longer have to keep an eye on when the truck is due for maintenance. In addition to the Preventive Maintenance offered under the Blue Program, the Gold also includes repairs to the driveline and all other truck repairs as agreed. Volvo Gold Program Repairs include: • the engine • transmission • rear axle • electronic & eletrical • brake, wheel suspension and steering • chassis, springs, shock absorbers & wheels Under the Volvo Gold Program, there is the option to include the Volvo Action Service & Volvo Uptime Service at minimal costs.
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For both Volvo Blue and Gold Program, if anything is discovered that requires action over and above what has already been agreed in your existing plans, we will inform you in advance and give you a cost estimate for the proposed actions. No surprises there! n
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AFTER MARKET
AFTER MARKET
With a Volvo Service Agreement, you get extra benefits! Apart from preventive maintenance according to your tailor made plan, you will get all this at no extra cost! • Safety inspection and brake adaptation once a year • Extended Engine Protection Software • Engine condition check – Checks performed by using the Volvo Tech Tool, boost pressure, test drive, compresion test, cylinder balancing
test, fault code reading, engine statistic data • Software program updates, where available • Update of your service plan • Satisfaction Guarantee – In the event of dissatisfaction with your service program, this guarantee entitles you to terminate the contract at
no extra cost or penalty • Replacement of bulbs, fuses & wiper blades at no extra cost when required. • Engine oil top up between services (maximum 4 times a year and not more than 4 litres)
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With the Volvo Gold Program, owners /drivers also get to participate in the Volvo Gold Driver Training Program. This ensures that the truck is driven economically and thereby reducing operating costs. This driver program is offered yearly. n
AFTER MARKET
More uptime, less cost.
Volvo service agreements The Business Partnership You Can Rely On… The Volvo Service Agreement offers you peace of mind without unexpected costs through an easy financial plan and flexible appointment booking for your convenience. Every service agreement is uniquely tailored to suit all your truck service needs. With the Blue or Gold service agreement, your truck will always be in good condition. We provide cost effective and preventive maintenance planning, covering all maintenance and repairs while maximizing your truck uptime for higher profitability. Sign Up For A Volvo Service Agreement Today and Let Us Take Care Of Your Truck! For more information about our offers, kindly contact your nearest Dealer or the Customer Care Centre at +6012 – 373 1030 / +6019 – 240 1030. Terms & Conditions Apply
volvo trucks. driving progress www.volvotrucks.com.my
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volvo trucks malaysia dealers network Volvo Sales, Service & Parts Volvo Service & Parts 2410, Jalan Perusahaan Prai Kawasan Perusahaan Prai 13600 Seberang Prai Pulau Pinang Tel : 04-398 9184 / 04-398 9185 Fax : 04-398 9187
KOTA KINABALU Lots 34-6 & 7 Jln1E Industrial Zon 4 (IZ 4) KKIP Selatan, Jln Sepangar 88460 Kota Kinabalu, Sabah Tel : 088-499 855 Fax : 088-493 618
Prai
Ipoh
Kota Kinabalu
MIRI
Kuantan
Lot 2541, Jln Manettia Piasau Lorong Pujut-Lutong Road 98000 Miri, Sarawak Tel : 085-655 855 Fax : 085-655 618
JOHOR BAHRU
Shah Alam
07-358 4955 / 07-357 4834 / 07-357 4835 07-357 4899 (Parts & W/shop dept)
Sandakan
SABAH
Miri SANDAKAN
Bintulu
Johor
Sibu No. 6, Jalan Bicu, 15/6 Seksyen 15, 40200 Shah Alam
Lot 2, Block G, Ground Floor Bandar Ramai-Ramai P.O. Box 3541 90739 Sandakan, Sabah Tel : 089-272 707 Fax : 089-235 855
SARAWAK
03-5510 3300 / 03-5510 2300 03-5519 4233 / 03-5519 0592 / 03-5510 9096 (Parts)
Kuching 97008
SIBU
Lot 1017, Section 66, KTLD Jalan Kilang (P/O Jalan Tekad) Bintawa, 93450 Kuching Sarawak Tel : 082-330 131 Fax : 082-333 387
No.5 Lorong Lanang Barat 20A/2 96000 Sibu, Sarawak Tel : 084-210 613 Fax : 084-210 612
Volvo Malaysia Sdn Bhd www.volvotrucks.com.my Volvo Malaysia Sdn Bhd retains the right to alter the information given without prior notiďŹ cation.
Tel : 086-327 646 Fax : 086-255 722