hardie news
Magazine for employees of Thomas Hardie Commercials Ltd #11 December ‘23
Striving Towards
A Sustainable Future
LONG SERVERS CEREMONY
E-Mobility
TRUCKFEST
This magazine was produced using 100% FSC Certified paper and printed with vegetable based inks.
MANAGING DIRECTOR’S COMPANY UPDATE
Video Message From Jim
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023 has passed in the blink of an eye, which appears to have been a constant these past couple of years.
With the backdrop of higher levels of inflation and high interest rates, as well as a threat of recession on the horizon, the commercial vehicle sector has held up considerably well. We have seen good performances from new trucks, used trucks, parts, and service throughout 2023, which is especially pleasing. The order book for new trucks remains positive and sees us through to nearly mid-year 2024. DHL has good volumes on order with even more planned through 2024 – which offers great visibility and gives us confidence and a strong platform to build on. Our orders and deliveries of new electric trucks have also grown this year. The journey to develop electromobility is well on its way, and we are focused on ensuring we maximise every opportunity in this area. The used truck market has had another successful year, in a tough and developing market. This marketplace is very fluid and everchanging, but our position and reputation remain strong, and we continue to do well. This success was reaffirmed when our used truck sales team was once again announced as Volvo’s – Used Truck Dealer of the Year during an awards ceremony held at Carden Park, Chester back in November. This award is thoroughly deserved and is a testament to their hard work, and I want to congratulate the entire team. Our parts and service areas also had a good year. We have a vehicle parc of over 8,000 Volvo Trucks to target and both hours and parts (workshop and counter) have remained strong, with most of our depots seeing growth.
During 2023 we held and/or attended several notable events, these included Truckfest North West, the Transport News Awards, Motor Transport Awards, our Long Servers Luncheon event, as well as supporting Derian House with our fantastic Draw it for Derian charity demonstrator truck and contributing to several other fundraising events. It was wonderful to see our customers receiving recognition at many of these award ceremonies too. I’d like to offer a special mention to Graham Evans who this year completed 50 years of service, what an amazing achievement! I’d also like to extend my gratitude to Jim Savage and Garry Douglas, who will retire at the end of 2023. They have both been exceptionally loyal and dedicated members of the management team, and it’s been a pleasure to work with them over the years. I’m sure I speak for everyone when I say that they will be missed professionally and personally, and I wish them a long and enjoyable retirement. We will enter 2024 in good shape and have an excellent platform to perform well again. The key to our success is our people, and we are blessed to have such a great team of individuals across the business, each of them determined and focused to deliver excellent levels of customer service, to a high standard, every day. We have an extensive offering of products and services to offer our customers, and having high standards of service levels delivered consistently means we have a wide, diverse, and robust customer base which provides us with greater opportunity. My message is one of thanks, for your unwavering commitment and focus to ensuring that we achieve our key objectives again in 2024. Have a wonderful Christmas and a Happy New Year! Jim Murray - Managing Director
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FINANCIAL UPDATE
023 has presented several challenges, including increased interest and inflation rates, and a shortage of both new and used truck supplies has added additional pressures to our sales teams.
It is therefore pleasing that we conclude 2023 with all departments hitting budgeted projections and with a combined profit that is on par with 2022 which was an excellent trading year, buoyed by strong aftermarket performance. Profit margins have decreased slightly year on year which must remain a focus area for 2024 if we are to continue the great progress that we have seen in recent years. Greg Harper – Finance & IT Manager
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NEW VEHICLE SALES UPDATE
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023 commenced on a similar footing as 2022 with challenges around a high demand from our customers to purchase new trucks, coupled with a shortage of factory build slots. As the increase in inflation started to bite and interest rates grew, it was inevitable that this would have an influence on market conditions and customer confidence. Although the enquiry level for truck sales has remained positive as we approached the latter part of 2023, order intake slowed, this allowed time for the factory lead times to recover to some normality and pricing to stabalise, which had increased significantly from late 2021 Thanks to the combined efforts and commitment from the New Vehicles Sales team, we will conclude 2023 with an impressive order intake performance of over 700 new trucks, and 20 electric trucks, in addition, we will deliver over 800 trucks with 80% sold with a Volvo Maintenance Contract and over 40% funded by Volvo Financial Services. A fantastic result so well done to all involved. The processing of DHL vehicles remains strong, and our steadfast relationship continues with over 450 trucks to be delivered by year-end, coupled with a positive order book for 2024. This is a result of hard work and a strong focus on quality and attention to detail from the PDI teams across the group, new vehicle sales, administration, aftersales, Thomas Hardie Vehicle Solutions, and our contracts teams, all of which are guided and supported by John McCluskey. Earlier this year we welcomed Kerrie Grant to the NVS team as our Sales Administration Manager based in Moorgate. Kerrie brings to the position a wealth of experience acquired whilst working within the motor vehicle industry, this knowledge will be invaluable in enabling us to further improve our current systems and processes in the future.
Ricky Hughes, Fleet Solutions Manager, combined with an investment in two Electric FE & FM demonstrator vehicles, will ensure we achieve our ambitions and remain ahead of our competitors. Social Media is fast becoming a very effective way of promoting our brand and the extensive range of products and services that we offer. It’s vital we also continually develop and improve the quality of our posts and content, so it’s great to see the marketing team expand with the addition of John Bogue as our ‘Content Creative Executive’ to support Lesley and Marcus by enhancing our images and videography, taking our output to new and exciting levels. Finally, our 2024 key objectives are for growth and to build on a very challenging, but successful 2023. As a consequence of high demand but a lack of product and stock vehicles, our precious customer base suffered an inevitable decline, so addressing this will become our priority as we work closely with the Commercial Crew teams to target conquest business supported by a market-leading range of fuel-efficient and low carbon trucks, underpinned with a reputation as the No 1. commercial truck dealer in the North West. Sincerest thanks to everyone for your valued support in 2023, and I would like to wish you and your families a very Merry Christmas and best wishes for the new year ahead. Steve Wilson New Vehicle Sales & Marketing Director
Our investment in the Volvo electric product range remains a key focus area for 2024, with demand increasing for ‘Sustainability’ and businesses keen on reducing their carbon footprint by purchasing electric vehicles. Brett Howton joined the NVS team in August as our E-Mobility Account Manager with the primary aim of supporting the sales team and targeting strategic ‘Electric’ customers. Working closely with thomas-hardie.co.uk
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AFTERSALES
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0 2 3 has been another solid performance overall, this is a testament to the entire team, especially given that 2022 performance was the best year for us as a business.
Hours Sold
0.23%
Front Counter Parts
16.85%
Back Counter Parts
17.07%
Tech Efficiency
100.31%
Workshop Utilisation
97.57%
MOT Performance
98.88%
Vehicle Contracts
3432
As we continue to invest in our people for a solid long-term team performance The Aftersales team has benefitted from a total reconfiguration, testimony to the company's ongoing training, development, and mentoring achievements over the past 5 years. This has enabled me to appoint new managers: Matthew Halliday was announced as our Group Aftersales Manager to support me, whilst developing the team. Matthew was previously responsible for Group Parts and also held several positions with another manufacturer for 19 years based in the UK and United Emirates. Chris Whalley has progressed from Technician to Frontline Manager and is doing a sterling job with a highly experienced and committed team.
Phil Quilliam has advanced from technician, controller, and technical standards manager, and now also has overall responsibility for the Regional Training Manager position and our training school. Chris Hull, Business Manager has moved from the Middlewich depot to oversee matters at our Trafford Park depot which is a great achievement and will enable him to further develop and add to his current skillset, whilst sharing his years of mastery with the Trafford team. This switch allowed James Tench to progress into the Business Manager position at Middlewich. James has been with the business from the tender age of 18 when he began his career as an Apprentice, so to observe his progression over the years has been incredibly satisfying. Peter Lackey, like James progressed from apprentice, and most recently was promoted to Business Manager overseeing matters at our Liverpool/ Widnes site. Richard Jones has joined the Deeside team as Business Manager after serving over 20 years with Nationwide Platforms in various transport roles and contributes new ideas to support the Deeside team. Simon Yates and the team at Preston and Lancaster continue to offer a solid team performance year after year. Joe Cammack was successful in securing the Group Training Manager position. Joe started his career as a technician, before progressing into a supervisory position. As our RTM Joe will support others whilst continuing to grow his technical diagnostics skillset and an increasing discipline to follow processes, which is key in Aftersales. Joe takes over from Garry Douglas who retires this month, and I would like to thank him for his exceptional work ethic and attention to detail over the years. I’m proud and privileged to be able to say that I’ve worked with Garry for 23 years in our varying roles and thank him for supporting me and the company during this time. I wish Garry all the best of health and happiness in his retirement. Liverpool Training School Our investment continues in 2023 with the Training School which is supported by Phil Quilliam, John Howatson, and Julia Bown. This training centre costs the group over £2m per annum. The core training in 2023 has been in IRTEC to ensure our inspection levels remain at a consistently high standard, which is reflected in our overall MOT performance. We now have 80% of technicians trained to this standard with a goal of reaching 100% in 2024.
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IVR roadside safety is planned every year to ensure our technicians and customers are safe at the roadside. Electric truck training continues to be an equal priority to support the fantastic new electric truck range, it also enables us to prepare for the planned 280 electric buses due in Manchester and Warrington from May 2024 onwards. Electric Depots We continue to invest and develop our sites as required, with Trafford, Preston, Liverpool, Deeside, and Middlewich being signed off by Volvo as being ‘Emob Ready’ This investment with tooling, chargers, and technician training has cost over £350,000 with further investment needed in continued training, and a larger power source at some sites to make it viable long term. Apprentices Our investment in apprentices continued in 2023 appointing 7 apprentice technicians and 2 parts apprentices which takes the overall number to 16, and the investment will continue in 2024, which I’m hopeful will take the overall apprentice numbers for the group to 25. Frontline Freshly appointed, Chris Whalley has taken this department from strength to strength. Frontline has grown to 11 technicians supporting our customers and our depots' increasing demands. This department will increase further in 2024 taking the overall number to 15 and will initially support the arrival of electric buses arriving in May. This department has also had European recognition with the Managing Director and Aftersales Director of Volvo Bus - Spain who recently visited our Trafford Park site keen to learn more about Frontline and better understand how Frontline support works with a view to implementing similar in Spain. Front and Back Counter Parts 2023 has been a fantastic year for parts growth at every location, especially considering the parts availability issues of semiconductors, Brexit logistics challenges, and compounded yet further with issues relating to Russian-produced or sourced materials being blocked from the supply chain. You couldn’t write the challenges we’ve faced, however, yet again, and as a result of our parts team’s diligence, we’ve seriously exceeded budgets and year-on-year growth, which is fantastic. Our parts teams have remained extremely focused which shows in the numbers, but you can also feel the enthusiasm when you visit the depots. Well done to all concerned, and a special mention to Trafford Park who continually shocks me every year with their focus, drive, and determination to sell parts to our customers. In 2023 they have sold £3m over the front counter (Jan – Oct) £500k up on last year which is impressive. REX – Customer Survey So what do our customers think? I am delighted to advise that The Volvo Retail Excellence Survey’s feedback conveys that our group's overall score is at 93% year to date versus a UK average of 87%. Last year in 2022 our results were 83%. Such improvements in our score are a testament once again to all of our employees, and 93% is the highest score for aftersales to date – Well done and thank you for the daily customer support which is critical to our business to ensure that we remain “The Best Supplier to the Best Customer”. Service Excellence We continue to be ranked highly in Volvo’s Service Excellence which is measured against all UK dealers. Our MOT performance at the core sites remains consistently solid and customer feedback is higher than the national average. Trafford continues to excel in VAS (Volvo Action Service) with Nick Smith and Chris Pollard striving to be the best in the UK and Europe and once again securing Volvo’s acclaimed Volvo Action Dealer of the Year Award for UK/Ireland – 2023 which is impressive and thoroughly deserved. Other sites need to follow Trafford's example,
focusing on Opera usage, response times, and completing repairs in under 6 hours. Attending 100% of our callouts to ensure that we don’t ever leave customers stranded when needing our assistance. Alternative Fuels Our relationship with ASDA remains strong, as they invest in a further 65 LNG Gas vehicles in Warrington, which takes the number of trucks in the North West to over 200 on a 6-year Gold Volvo Contract. Electric Truck sales are increasing quickly with customers operating 5 locally and with the influx of 280 buses imminent, this will support this business for the next 7 to 10 years, minimum. Summary The summary for 2023 is again solid and is a testament to our employees who support each other daily from our various departments from Workshops, CSRs, Parts Teams, SHEQ, Procurement, HR, Marketing, Payroll, Contract Teams, Credit Control, Purchase Ledger, IT, New/Used Truck Sales, and the Training School, all with regular depot to depot support and interaction, this synergy is what makes our business the success that it is today. I view 2024 with the same ambition as that of previous years… There are things we can control and things we cannot. Let’s focus, as a team, on supporting customers and continue to give 100% commitment. Vehicle campaign actions need to improve as this is closely monitored by Volvo and will affect the vehicle's performance if not completed. Our commercial crew teams will be working harder than ever in 2024 as we have a market share opportunity to further increase our business for the future. We have 8,300 Volvos in the area with an overall vehicle parc of 55,000, so there’s plenty to go at….! Let's continue to be the best at what we do, and ensure we remain the customer's 1st choice of supplier, every time. Thank You! Mark Cunnew - Aftersales Director
7 customer commitments A warm Volvo welcome We commit to always meeting our customers in a polite and professional manner.
Match customer needs We strive to understand our customers’ total business. And offer the best solutions.
Clear agreement We value clarity and commit to reaching a clear agreement on what to deliver.
Open dialogue We are transparent. If circumstances change, we work with the customer to reach a new agreement.
Right first time We take responsibility for delivering the right product or service on time.
First class delivery We promise first class hand over of our products and services.
Easily accessible We commit to always being easily accessible and available to the customers when support is needed.
These are our commitments that we strive to achieve first time every time.
Volvo Trucks. Driving Progress
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Volvo Trucks UK and Ireland | www.volvotrucks.co.uk | www.volvotrucks.ie
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From Strength to Strength, Stronger Together...”
FRONTLINE 2
023 has been an exceptional year for the Frontline team. Our business and customer base expanding at a rapid rate meant the team really had to pull out all the stops to meet our everincreasing customer expectations, and they did just that. We introduced several new Technicians to keep up with increasing demand, and they’ve settled into the team nicely, it’s wonderful to see the Frontline team going ‘From Strength to Strength’ and becoming ‘Stronger Together.’ Our Frontline team is an integral part of Thomas Hardie as it enables us to offer a more individual level of service, being on first-name terms with most of our customers. We listen to the requirements of our customers as we know that each business runs differently, and we are able to quickly adapt to the unique demands of our customer base and accommodate them accordingly. As customers transition to electric, we have had to adapt our knowledge and skillset to accommodate this. With large customer fleets of fully electric vehicles now imminent in our region, we have strengthened the capabilities of our Frontline Technicians further by preparing them in advance. Every Frontline Technician is now fully competent in the electric product, and eagerly waiting to put their new skills into practice.
We were able to share with them examples of collaborations that deliver results. We explained how it’s vital for us to build and retain our customers’ trust and confidence in us and decribed that a key part of achieving this is through the way in which we work with others and present our business externally. As I conclude this update, I would like to convey that I couldn’t be prouder to oversee such a strong and committed team that all share the same passion, drive, and enthusiasm. Every one of them shares a real devotion to the job that they do, and their comradery is second to none. Thanks to the team, and to all those who have supported them. Our Frontline team has a combined amount of 160 years of Volvo diagnostic experience. Every single member of the Frontline team is crucial to ensuring that the department runs smoothly, and I can’t thank them enough for their hard work and continued dedication to ensure the continued success of the department. Here's to a successful 2024! Chris Whalley Frontline Truck & Bus Manager
A real highlight for me came about earlier in the year when we welcomed several VIP guests to our Trafford Park depot. The visitors consisted of senior members of the management team of Volvo Bus in Spain. The visit was initiated after they came across several pieces of engaging and informative content that had been shared via our social media platforms relating to Frontline and they were eager to find out more about the business, after being suitably impressed by the way in which we presented ourselves.
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E-MOBILITY...
and have seen firsthand a signed order coming off the back of a successful demonstration period, showing just how powerful giving interested parties the ability to sample the product really is. I have been working closely with our Fleet Solutions Manager, Ricky Hughes, compiling and analysing performance data from each customer and providing a detailed feedback presentation based on the customer's own data, this includes the electric PPKW (pence per kilowatt) cost, MPG, and diesel price, ensuring the customer has a comprehensive overview. Providing this level of detail gives reassurance to take the next step by going green. We even have our very own portable charging solution, giving the flexibility to accommodate any potential customer, regardless of their current state of infrastructure.
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’m pleased to have been recently appointed Thomas Hardie’s E-Mobility Account Manager. This new role was introduced to support customers as well as our employees as we transition to a greener future. This can include anything from, basic AC/DC differences (not the Rock Band) to detailed mapping and range simulation producing an in-depth range and cost analysis. Volvo is currently the market leader in terms of BEV (battery electric vehicles) and already has over 1000 trucks on the road worldwide. In addition, and unlike the other vehicle marques ranges available are from 16.7 tonnes up to 44 tonnes. During my first few months, I managed to secure an order for 2 x FM electric 4x2 tractor units to conquest customer Mona Dairies (Deeside) with 4 more BEVs in the quotation pipeline. Mona will be the first dairy in the UK to purchase BEV HGV’s. I have also compiled a detailed list of over 90 potential customers from different commercial sectors who have shown a good level of interest in electrification with circa 20 of them wanting to decrease their carbon footprint. To date, Thomas Hardie Commercials have sold 20 electric vehicles this year with more in the pipeline, this ranks us amongst the highest in terms of volume sold across the dealer network.
My plans for next year will continue to change and evolve due to the constant progression of technology and infrastructure. My continual areas for focus will be to increase awareness and confidence around electrification and to identify conquest customers with the goal of getting Thomas Hardie Commercials to the top spot for BEV sales. I have many events, forums, and lectures to attend to ensure my knowledge of electromobility continues to evolve so that I’m suitably informed. I regularly attend our depot locations so feel free to come and have a chat, as mentioned above I will be organising several depot events and will actively engage all of you to jump on the electric train (erm truck) with me, as I feel if we empower as a team we will deliver as a team. Brett Howton - E-Mobility Account Manager
I have also had some success holding small depot-tailored BEV event mornings, from simply convincing people that electric does work, this has led to me obtaining demonstrator bookings and requests for quotations. Trafford Park will be next in early 2024, followed by Liverpool and Deeside shortly after. Due to the fantastic uptake and feedback from our FM Electric demonstrator, we are expanding our demo fleet further. There will be a new Generation 3 Battery FE 4x2 curtainsider going on the road in January 2024, capable of up to 275km on a single charge. Shortly after in March 2024, we will introduce an FE 4x2 skip loader, showcasing the brand-new facelifted cab from Volvo (so watch this space). Although this is a huge investment, I am confident that the success in bookings will continue, thomas-hardie.co.uk
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USED VEHICLE SALES
H
ello everyone and thank you for taking the time to read the used truck segment of Hardie News, I will try and make it as interesting as I can!
Our sales team of Ronnie Kelsall, Adam Foy, and Carl Boase have been superb once again making sure we maximise any opportunity in the best way for the benefit of the business, which is not always as easy as it sounds! As a trio they form what I would say is the best-used truck sales team in the network, our Rex survey results also show that our customers feel the same!
We had some fantastic news this year when UVS was announced as winners of the coveted ‘Volvo Used Truck Dealer of the Year Award 2023’ at the recent Volvo dealer business conference held at Carden Park in November. This is the first time we have won in a few years and too many for our liking, but we have been successful once more!
The Used Truck preparation team continues to create the trucks of people’s dreams, producing truly mind-blowing high standards of work. Our social media feeds are packed with pictures of these creations and they are very much the envy of our competition. I cannot thank them enough; without them, we would be a very different business.
A huge congratulations and my heartfelt thanks go out to everyone involved in the Used Truck business that makes a difference every day, driving the standards, and supporting our customers and their needs. It’s a monumental effort to prepare, repair, paint, clean, customise, sell, and administer the number of used trucks yearly that we do, and our team is the best and the strongest it has ever been. Our aftermarket teams and THVS must also be proud, because, without their skillset and dedication, we wouldn’t be able to produce the standards our business and customers demand. So again - Thank you – onto the rest of the year now. The last few years have been the most unpredictable we have ever witnessed in used trucks; global politics, market forces, and supply chain disruptions came together and this was the main driver behind the values of used trucks rising and their availability becoming less. These values peaked towards the end of 2022 and into early 23 and are now cooling as the supply of new becomes greater. There is still plenty of activity for used trucks selling well through 2023, now with 2024 just around the corner we are starting to make plans to ensure we continue with growth, feeding the momentum already established within the department. We will end the year in a very strong position with slightly better than budgeted returns in all of the key focal areas. For me this year, after all of the unpredictability in supply and values I would rank us as one of our most accomplished. This year we have been active participants in Volvo's first-ever Used Truck ReX (Retail Excellence) survey and I am pleased to say that after three-quarters of survey results, we have achieved a score of 100% which is truly expectational! At the time of writing the Qtr.3 survey is just coming to a close and we are on track to keep this score at an all-time high!
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There has been plenty for us to be proud of this year and nothing makes us prouder than seeing members of our team go on to bigger and better roles within the company. John Bogue, who many of you will have seen around the depots and events taking photos will be moving across to our marketing department full time from January 1st, 2024, joining Marcus and Lesley to help them develop our marketing department further. John was previously our Used Truck Preparation Team Supervisor and responsible for making sure the high standards our customers expect are produced consistently on all of the trucks we sell, and we all wish him the best of luck in his new role. Stephen Gregory has been supporting John during his transition and has been superb in every way making sure there is as little disruption as possible in the department. We welcomed two new members of staff Mark McLeish and Andrew Heap to our valeting team who have settled in well and have raised the standards of the department yet further. I would like to say a big thank you to Vicki Buckley and Dennis Roberts whose contributions cannot be underestimated, they continue to be very important members of the team and I know just how much support they both bring to our working lives, whilst still achieving everything in their roles at the same time. So, to summarise, another great year for Used Trucks, delivered by an award-winning, market-leading team of people, supported by the industry-leading THC family all part of the global Volvo business. A really good solid position to be in and the results this year and every year are a testament to the strength of us all as a collective in a difficult business sector. Well done everyone within THC! Thank you to everyone who has played a part in supporting Used Trucks. I’d like to end by wishing you and your families the best wishes for Christmas and the very best of luck for the new year. Jonathan Bownes Used Trucks Business Development Manager thomas-hardie.co.uk
CONTRACTS DEPARTMENT
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et another year has concluded as quickly as it began, and 2023 started with promise and optimism.
We began the year in fine fettle with an impressive and diverse portfolio of over 3,500 contracts to boast of, the absolute backbone, and lifeblood of our business. New vehicle sales performed to their customary high standards selling 700 vehicles with a contract conversion rate of 80%. An increased focus was placed on GOLD contracts, both renewals and retention, giving further success to our business. With various incentives in place, our goal was to convert existing and expiring blue contracts onto primary Gold. Due to the success of our commercial crew meetings, along with the tireless work and dedication of our aftermarket sales executives, we successfully navigated a coup. Managing to convert the prestige customer of United Utilities onto full gold contracts from blue, whilst bolstering our portfolio's revenue stream and growth. In 2023 we had 1125 contracts to renew from our existing and loyal customers. The efforts, determination, and strong negotiation skills of our sales teams meant we managed to retain an impressive 60% of those contracts, which protects the longevity of our existing contracts portfolio. During the final quarter of 2023, we have seen a slight downward
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trend in contract renewals. The majority of these drop-offs were down to a natural reduction due to vehicles reaching an age profile no longer suitable. Opportunities are prevalent around our group and GROWTH remains our key focus moving into 2024. As we strive for continued improvement within the department through 2024 and push for continued growth, we have made the decision to increase the headcount by taking on an additional aftermarket sales executive and support function. In January 2024, Ian Somerville, formerly Parts Sales Executive will move across to the contracts team. This appointment will ensure that we can respond to an increasing demand whilst identifying new business opportunities. I’m sure that you will join me in wishing Ian every success in his new role. 2024 will of course offer its own challenges in this turbulent financial environment, yet we remain focused, committed, and driven to take on and embrace any challenges encountered to ensure our continued success. May I take this opportunity to thank everyone for their hard work throughout 2023, each one of the contracts team has played their part in our continued success. I’d like to wish you and your families a fantastic Christmas and a prosperous 2024. Andrew Beresford Group Maintenance Contracts Manager
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AROUND THE DEPOTS...
DEESIDE AND WREXHAM
D
eeside and Wrexham have once again had an outstanding team performance in 2023. The vigorous attitude and enthusiasm of the entire team has been exceptional, and they always go the extra mile, which is demonstrated in the customer focus and depot performance indicators. The numbers below are based on January to October actual 2023 versus 2022, and by the close of 2023, the depot is expected to further exceed budget, which is fantastic news, and only made possible by the combined efforts of the entire team.
Front Counter Sales up by
+13.9%
Back Counter Sales
+27.1%
Tech Efficiency
98.94%
Utilisation
98.42%
MOT Pass Rate
98.34%
The parts department has seen an increase in sales yet again and is performing exceptionally well against our set targets, here’s hoping that we can keep the momentum going well into 2024. To support our parts department, Mike Bailiff was recruited earlier in the year as our Parts Sales Executive and is doing a great job. Our service team has had another strong year, and we continue to perform well against the network which is reflected in our dealership KPIs. One of the fundamental measures is MOT rates, and we are currently sitting at 98.34%, which is a testament to the team’s combined efforts. As a depot, we have put a significant stamp of authority within our territory, and this reaffirms our commitment to our customers during times of great uncertainty. This in turn means that future business development is
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looking extremely exciting, complementing the overall group picture. Mid-way through the year I was introduced as Business Manager to oversee matters at Deeside and Wrexham depot, with my primary focus being to support the team with an increase in customer demand and a focus on further growth. The company’s commitment to sustainability this year saw the introduction of electric cars, as well as our electric forklift truck which is proving popular. Going electric is the way forward for many reasons, primarily with it being more environmentally friendly of course, but in addition to this, electric vehicles have less maintenance, which is more economical to maintain due to them having fewer mechanical components. In addition, with electric truck sales on the rise, we are looking to install charging units to reduce downtime for customers, whilst their vehicles attend routine service appointments. Further good news to report is that the Deeside depot has now invested in a new vehicle lift for the wash bay. This is a state-of-the-art bit of kit that ensures vehicles can be lifted to a safe height for accessing the chassis area whilst being washed.
vehicle range’ with a continued focus on IRTEC training, to raise the quality of vehicle inspections, MOT rates and prompting a further increase in our figures. Deeside will commit to yet further investment in the future as we look to recruit additional workshop and parts apprentices during 2024, who will be welcomed additions to the team. Thank you to the entire team for a great effort and long may it continue. Wishing you all a Merry Christmas and a Prosperous New Year! Richard Jones - Business Manager
The continued team focus and attention on Deeside will remain the same as it has been during 2023. We will continue to deliver and increase technical training throughout 2024 to support new technology with diesel engines, new I-Shift gearbox, and the industrychanging ‘electric thomas-hardie.co.uk
NEW VEHICLE SALES
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023 has been another very strong year for new vehicle sales here at Deeside and we continue to hold a strong market share. Although we have experienced long lead times and parts shortages, we have fared better than the other manufacturers. Back in May 2022, I took the position of Customer Solutions Manager for North Wales, and after 12 years in the role, Dave
Hill progressed to a new position within fleet sales. It has been a great start to my sales career with over 60 vehicles delivered and, on the road, with another 60 chassis currently on order which will go on the road between now and the middle of next year. The lifeblood of our business is conquest customers, with deals already done to G Scarfo & Son, previously a full MAN fleet, Roofing Supplies Group, who were previously an all-Iveco fleet, Lelo
Aggregates who have purchased their very first new Volvo since 2011, and D G Sweeper Hire, who purchased the UK’s first FH flat roof sleeper cab road sweeper fitted with a Bucher MaxPowa V80 body. The Wrexham depot remains a key focus area for New Vehicle Sales and 2023 has seen several new trucks go OTR in the Wrexham area. These included a conquest order of 2 trucks for Ningbo Wrexham, 6 for R F Bellis, 2 for Cheval Starbox, and 5 for Platts Transport. Additionally, in the pipeline, there is a possible order of 13 trucks for Maelor Foods, 3 for Cheval Starbox, 5 for Platts, and 6 for R F Bellis who are moving towards a full Volvo fleet, meaning we will see yet further growth in 2024. 2024 promises to be a fantastic year for New Vehicles Sales with our order book already full until Q2 of 2024. The transition to low-carbon alternative fuels is very high on Volvo’s agenda and a key target for Deeside and Wrexham. With our full range of BEV’s, we have an offer to suit all applications, and with several very strong leads, I hope to push my first BEV order over the line very soon. Wishing you all a very Merry Christmas and a Happy New Year. Andrew Ellis Customer Solutions Manager
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AROUND THE DEPOTS...
liverpool
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OUR teams have continued to meet those increasing demands and, the customary Commitment...”
023 has been a challenging year a our Liverpool and Widnes sites with an increase in customer demand and workload and staff rotation being contributing factors. That said our teams have continued to meet those increasing demands with the customary commitment which is visible in improved figures as we near the end of 2023. I have every confidence we will continue to improve and achieve our targets for growth going into 2024.
allegiance to our company is an impressive achievement and something which we recognise and value greatly.
An increased commitment to our large ASDA LNG fleet at both sites includes a daily surgery which we’ve introduced at two of the ASDA sites. These surgeries have been administrated by both teams seamlessly to the delight of the customer. This has been aided by improvements made at both workshops to accommodate LNG vehicles, and ASDA couldn’t be happier with the service levels that they are receiving from Thomas Hardie Commercials.
Peter Lackey - Business Manager
On a personal note, a significant change for Liverpool/Widnes is my appointment, after being successful in securing the Business Managers position. I am extremely proud and appreciative of this opportunity and grateful for the continued support that has come my way from the business. Thomas Hardie and Volvo are part of my DNA – their core values are the same as mine. With the support of strong teams at both Liverpool and Widnes, I am confident that we can tackle any challenges and achieve our 2024 targets with our usual commitment and passion. Sincerest thanks to the Liverpool and Widnes teams, and for the support of the broader Thomas Hardie team. Wishing you a Merry Christmas and Prosperous 2024!
In addition, we saw a large increase in the size of vehicles acquired by DHL and Qualitech which has been achieved due to our superb working relationship with both customers. Congratulations to Graham Evans of our VMU parts support team who celebrated 50 years of service this year. His level of commitment and
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new vehicle sales
D
espite ongoing supply chain issues, it’s been an extremely positive year with truck sales tracking well against the target as we reach year-end. Several of the standout orders in 2023 include McGuinness Haulage Ltd who have invested in 6 new FH500 turbo compound lightweight tractor units taken with Volvo Gold Maintenance contracts. Our business partnership with Qualitech Environmental Services Ltd continues to strengthen with an order for an additional 20 FH500 Globetrotter tractors. We have seen yet further investment from Grundy & Co Excavations Ltd and R Draper Ltd on orders of FMX 8x4 Tippers. In addition, we’ve seen repeat business from Standard Fuel Oils, Hales Freight, William Kirby & Son, P Mullaney, and 1st Choice Skip Hire, to name a few. In addition, we welcomed new business from S&C Foster, Kenyon Bros, and Prem Chem Ltd. I’d like to give a special mention to long-standing customer Kirkby Skips Limited who placed an order for a further 3 new FMX 420 8x4 Hookloaders, and ‘hot off the press’ they have committed to several fully electric skip loaders which will follow in 2024! This business which we retain, as well as the conquest business that we continue to win, is a testament to the excellent service levels and robust customer relationships that the Liverpool and Widnes team as well as wider support from across the group continue to provide, thank you! All the very best for Christmas and 2024! Anthony Walsh - Customer Solutions Manager
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AROUND THE DEPOTS...
m i d d l e w i c h DRIVING PROGRESS 2023, the year of change’...”
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023 has been another great year here at Thomas Hardie Middlewich, being able to witness the hard work, day in and day out by every employee is a sight to behold. Every member of the team has the drive and desire to deliver ‘Great Customer Service’ with every task or challenge they encounter. In my opinion, there is nothing this team can’t do. Every day we face differing challenges, but by working as a team we tackle and resolve those challenges head on, which is what makes such a robust and steadfast team. During 2023 there has been a restructure here at Middlewich and we’ve said a fond farewell to several principal members of our team. Chris Hull has moved across to our Trafford Park Depot as their Business Manager, and Joe Cammack will replace Garry Douglas as the group's Regional Technical Manager. I wish them both the utmost success in their new roles and I’ve no doubt that they will do a sterling job.
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Every farewell brings new beginnings for current members and the return of an old team member. Matt Gregory was promoted to Day Shift Supervisor. Matt has been with the company for 8 years and has an invaluable level of knowledge and understands Thomas Hardie's core values. Matthew Siwinski returned to take on the role of Workshop Controller, Matthew previously worked here at Middlewich for 10 years, and with just 18 months away from the business he was eager to return. Matt Perry formerly a customer service receptionist was promoted to administration supervisor where his attention to detail is welcomed in such a vital role. We welcomed several new apprentices to the business, Adam, Harry (First Year Technical apprentices) and Ben our Parts Apprentice, all are settling into their roles extremely well and are important members of their respective teams. Congratulations to Jessica Courtney, who successfully passed her first year of the Technician Apprenticeship Program. This highlights the importance of why training and development is such an integral part
of our business and the future success of Thomas Hardie Commercials. I would also like to welcome all our new starters who have joined us in 2023 Joe Courtney, Lee Baker, David Unwin, Simon Howard, and Jacob Hammond who have bolstered our aftermarket team. With the ever-changing and evolving world and more electric vehicles on the road, I would like to congratulate Dan Blacklock, Matt Gregory, Alex Ashbee, and Ronnie Westwood on completing their BEV training module. Middlewich as a depot is performing exceptionally well and the great team culture, we have here ensured that we will continue to move in the right direction. Personally, I would like to thank everyone involved for their efforts and continued support. I am sure that as a team, we will continue to deliver excellent customer service and drive the business forward. Finally, I would like to wish everyone at Thomas Hardie a very Merry Christmas and a Happy New Year. Here's to a successful 2024! James Tench – Business Manager
thomas-hardie.co.uk
NEW VEHICLE SALES
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t’s been another successful year once again and new vehicle sales have surpassed our expectations with a very strong 2023 combined department performance that has brought with it many positives. Throughout 2023, we continued to support and maintain strong relationships with several of our ‘Customers of Choice’. NWF Agriculture placed an order for a mix of rigid and tractor units, 17 in total with the lion’s share being based out of the Wardle site. This order also led to them committing, for the very first time to a 5-year repair and maintenance package. Most importantly, this latest order replaces former Mercedes and Scania products. Boughey Distribution saw the last batch of 8 x FH tractor units being delivered from the original 127 ordered in 2020, along with 2 x FE 4x2 rigid trucks and an FM 6x2 rear steer rigid. Neil Trotter and Paul Brimelow from Boughey Distribution Ltd also embraced our electric product offering adding an FE 4x2 curtainsider electric rigid to the fleet. All these vehicles will be maintained by our aftersales team in Middlewich.
We obtained several orders from ‘conquest business’ these included Dan Mycock who purchased an FH 540 dual-clutch 6x2 rigid, and an FH 540 6x2 Tractor unit. Elder Distribution and owner Sam Worral ordered 1 very high specification and impressive FH XL 540 6x2 tractor unit with full air suspension. Sam was so impressed with our product that it prompted him to order a secondary vehicle to go OTR in March 2024. GS Davies were suitably impressed with their new FH 500 tractor unit that they placed a secondary order for a tractor unit that went on the road on 1st December 2023. Cooper Buckley continued their ongoing partnership with us signing an order for 5 new Volvo FH tractor units replacing the last remaining MAN tractor units in the fleet. These FH tractor units will hit the road on 1st March 2024 and will be maintained by Middlewich on 5 years VCM.
Farrall Group, Egerton Recovery, Baylynx, CRJ, Arclid Transport, Cordinhall, and James T Blakemans. Finally - one of Middlewich's long-standing customers Tony Smith of AW Smith purchased what is set to be his very last Volvo FM 8x4 before he retires. The fact that Tony entrusted us with an order of such significance is gratifying. What a year, and with a very healthy carryover as we approach 2024 the prerequisite to get vehicles delivered remains a constant, as well as seeking out orders to fill the order bank for QTR 3 & 4 for 2024 and into 2025. I’d like to extend thanks to all who have supported me this year and look forward to a successful 2024.
Mark Lingard Customer Solutions Manager
Other significant business partners who placed orders with us during 2023, included Shirleys, Massey Feeds,
Our long-standing relationship with HW Coates continues as they committed to a further 23 units, a mix of tractors and rigids with 10 being based out of Byley Depot and placed on 84 months full VCM.
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AROUND THE DEPOTS...
PRESTON Preston's depot performance has been outstanding during 2023...”
P
reston's depot performance has been outstanding during 2023, and it is a testament to our hard-working employees and a robust team ethic, that we have performed so well. Our parts department has also had an exceptional year with front counter sales remaining solid, which is a result of the fantastic team effort and performance over the past year.
Our Service Department also performed exceptionally well throughout all the challenges that have been thrown at them. The customer base continues to increase and go from strength to strength, but it has been challenging to keep up with the ever-increasing demand. We continue to focus on the productivity, utilisation, and efficiency of our technicians, to ensure that we achieve maximum output from the resources that we have at our disposal. Fantastic results have been achieved in terms of controlling costs and lost time and this has helped bolster the depot's profits. The entire department, both in the workshop and in our service reception, has performed outstandingly well!
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MOT first-time pass rates remained consistently high this year and currently stands at 99.8%. We have presented over 440 vehicles and trailers for testing and had only one vehicle that did not pass the first time. This is a testament to the quality and care that goes into ensuring vehicles pass their test first time. We did, however, continue to see a bottleneck of tests in August, September, and October, due to the historic issue of the DVSA cancelling testing for 3 months during the pandemic. An immense amount of effort has gone into getting all the vehicles and trailers through test and we have achieved outstanding results so far. We will continue to work tirelessly to secure new business for Preston and have many years of long-established partnerships with existing customers to boast of, which is down to the capabilities and efforts of our people. With current economic challenges such as high inflation, cost of living, and other issues happening overseas, 2024 is set to be an interesting year. However, I am sure that we will rise to whatever challenges are thrown at us, as we are in a very strong position as a company and as a depot, and the results that we continue to achieve are fantastic!
Simon Yates - Business Manager (Preston & Lancaster)
thomas-hardie.co.uk
new vehicle sales
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ack in 1993, The first FH rolled off the production line, and the birth of Volvo Trucks' most successful vehicle was born. A significant year for Volvo and the year I first walked through the doors at Thomas Hardie – 30 years later and unlike the FH I have not had any face-lifts or product enhancements, but the engine is still running. A turbulent but productive and positive year for new vehicle sales (Preston), with over 100 vehicles registered in patch so far, and a further 20-30 vehicles still to be registered before the end of the year, with 75% of all registrations on some form of Blue or Gold Volvo Contract. The closure of the order book by Volvo for long periods in 2023 led to a reduction in ordering capacity, however, this is now open, and the orders are flowing once again for 2024. Recently, we received an order from W Robinson Ltd at Garstang, a conquest customer who had never ordered the Volvo product prior. The order for a total of 6 tractor units will be delivered in QTR1 of 2024. It’s been a busy and successful year for our Electric range, and mid-year we hosted a very well-attended Electric open day at the depot which resulted in increased customer enthusiasm towards our extensive Electric range. Fagan & Whalley, W H Bowker, and James Hall all completed extensive trials on both our FE rigid and FM tractor unit demonstrators, and Monks / G A Petfood’s are also assessing opportunities with the Electric tractor unit. W H Bowker has placed an order for an electric rigid, whilst The Fox Group has ordered an Electric tractor unit reaffirming their commitment and trust in Volvo’s electric product range.
thomas-hardie.co.uk
The Bowker Group, James Hall, Bako, Le-Dale, Fox Brothers, G A Petfood’s, Furlong Flooring, all took delivery of new vehicles on Volvo Gold Contracts in 2023, and Fox Brothers took delivery of the UK’s first FMX EV 8x4 tipper in November. Tom Martin’s celebrated 75 years in business, and they commemorated the year with a special livery which they applied to one of their new FH hook loaders and FH tractor units. Thomas Hardie Vehicle Solutions has provided exemplary service levels and completed paint works to an exceptionally high standard on vehicles for The Bowker Group and Monk Contractors. In addition, they installed wet kits to the Monk's vehicles. New business was acquired for G A Petfood’s / SWC Ltd who requested safety cameras to be installed, as well as vehicle paint. Wet kit installations are also planned for a tractor unit belonging to W Robinson. I would like to personally thank the team at Preston and our central sales administration department for their tremendous efforts during 2023 to ensure that all our new vehicles are processed and delivered with the exceptional service levels that our customers have become accustomed to. Here’s to another 30 years. Neil Crook - Customer Solutions Manager
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AROUND THE DEPOTS...
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s we approach the end of another year, I wanted to take a moment to express my deepest gratitude and appreciation for each one of you. Your hard work, commitment, and dedication have been the driving force behind the success of our depot. It is your individual contributions that come together to form an extraordinary team, and without you, our business unit would have a different dynamic. I am thrilled to highlight some exceptional Key Performance Indicators (KPIs) that we have achieved this year. Our MOT results have reached an impressive 99.5%, showcasing our commitment to excellence in vehicle safety. Our VAS leaders have shown remarkable dedication with a perfect attendance record of 100%, always ready to support our customers in their hour of need. Our HSE audits have surpassed the 90% target, playing a critical role in supporting the well-being of our people and customers. This achievement is a direct reflection of your efforts to maintain a safe and healthy working environment.
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trafford The Volvo Action Service Award - 2023 once again belongs to Trafford Park. This achievement speaks volumes about our dedication to supporting our customers. However, as well as the collective team, we must acknowledge the exceptional contributions of two individuals who have made this possible. Chris Pollard and Nick Smith, your commitment and outstanding efforts have truly set us apart. Thank you for keeping Trafford Park at the forefront of VAS excellence. One of the many highlights of our year has been our continued success in the VISTA competition. VISTA is a competition that holds a special place in our hearts, and once again, our team has demonstrated their commitment, knowledge, and skill. With great pride, I can announce that we have consistently triumphed in the UK and have had the honour of representing our company in Europe. Looking ahead to 2024, I am confident that our entries will go on to represent us in the world finals. To all those participating, I wish you the very best of luck. I am delighted to announce that we currently have an impressive 730 live contracts in place. These contracts have played a significant role in our ability to deliver outstanding results, contributing to impressive parts sales. This achievement reflects the trust that our customers place in our products and services, and it motivates us to continually raise the bar in meeting their expectations.
Additionally, and a crucial pillar of our business, our parts department has had an exceptional year, surpassing their front and back counter targets. Not only have they excelled in numbers, but they have also effectively managed key operational duties, which we measure monthly.
As we look toward the future, we remain committed to exploring the marketplace and seeking out opportunities for growth and development. Our commercial crew team continues to proactively engage with the market, identifying potential areas for expansion and nurturing partnerships that will benefit our business unit. We are confident that these efforts will pave the way for exciting future developments and enhance our position in the industry.
I would like to take this opportunity to recognise and celebrate the long service milestones of some outstanding individuals. Simon Oldham, Martin Duplex, Andy Sibbald, and Neil Kivel all surpassed an incredible 30 years of service, while Jonathan Stewart and Joe McCormick achieved 25 years of dedicated service. These milestones are a testament to the loyalty you have shown to Thomas Hardie Commercials, and we are immensely grateful for your unwavering commitment.
I wanted to take a moment to express our gratitude to all the support departments that have played a crucial role in helping our business unit perform. Without your dedication, expertise, and commitment, we would not have been able to achieve our collective goals, from the finance and accounting team who meticulously handle our financials, to the IT department which ensures our systems run smoothly and securely, and the HR team who support our recruitment and employee development efforts – each of you have a significant impact on our success. thomas-hardie.co.uk
A special mention personally and from the collective team, we would like to extend a special thank you to two individuals who have been instrumental in supporting my career and providing invaluable guidance throughout my journey. Garry Douglas and Jim Savage, your wisdom, mentorship, and support have been invaluable. You have not only helped me navigate the challenges but also played a vital role in the smooth management of our depots. As you embark on your welldeserved retirement, I want to wish you both the very best of luck in this new chapter of your lives. I would also like to take a moment to acknowledge the exceptional team and individuals that make up Trafford Park. Having spent twenty-two years of my career with Thomas Hardie at Middlewich, I was thrilled to take on this new challenge and to be entrusted to
new vehicle sales
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manage Trafford Park and join this remarkable team. The passion, talent, and dedication that each of you brings to your work is truly inspiring. It fills me with excitement for what lies ahead. Together, we will continue to achieve great things, it is refreshing to witness the unwavering commitment to unity and togetherness at Trafford Park. No one walks alone here! Thank you for your hard work, commitment, and unwavering support. It is because of you that Trafford Park Depot continues to thrive and grow. I am honoured to be a part of this incredible team. Wishing you a Merry Christmas and a prosperous New Year! Warm regards, Chris Hull – Business Manager
023 has been yet another successful year for Trafford Park with some
notable wins. We have been able to secure some good business and consolidate some long-standing customer relationships. We secured a significant order to United Utilities for 25 trucks, which were delivered from 2022 to 2023. Garic remains loyal to the Volvo brand and Thomas Hardie, as they committed to a further 8 trucks during 2023, all taken on 5 five-year contract hire. Universal tankers took delivery of their first of 38 FMX trucks, a conquest customer, all on 7 years Volvo Contract Maintenance. A&F Haulage ordered a total of 30 trucks delivered in 2022, with more on order for delivery throughout 2023/2024. In addition to those mentioned above, there were several other significant orders that were delivered to long-standing customers Gresham, Frank O Gara, Henshaw’s, Bunkabin (Manchester Cabins), and PKE Lighting. In addition, and for delivery in 2024 are trucks for Tennants, Robert Walker, KL Transport, and Joseph Holts who have all recently committed to new trucks. Back in October, I had the pleasure of attending this year’s, Transport News - Northern Rewards Champagne Breakfast 2023. It was wonderful to see so many of our customers named as winners, which included my customer, Frank O’Gara & Sons Ltd who were named ‘Northern Fleet Operator of the Year’ a deserving win, as I’m sure you’ll agree. The uncertainty in the UK’s economy hasn’t impacted us as much as we thought (thankfully) however, we will keep a close eye on financial matters, with a continued focus on ensuring we remain “the best supplier to the best customers”. Thanks to the Trafford Park team for their ongoing support and the new vehicle administration department for your efforts during 2023. Paul McNicholas Customer Solutions Manager - Trafford
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AROUND THE DEPOTS...
LANCASTER O
ur Lancaster depot continues to go from strength to strength and has achieved fantastic results this year. From technicians to parts advisors to Andy Watson and Chris Moore who oversee and manage the depot daily, it has been a combined team effort. We have seen our contract maintenance portfolio increase five-fold compared to when we initially took the business over from Volvo, and this increase is a testament to the great customer service levels that they continue to provide at our Lancaster depot and ensures that customers continue to entrust their vehicle maintenance to their provider of choice. Andy and his parts team have had a great year on front counter parts sales with budgets being exceeded every month. In addition, they continue to deliver an outstanding performance in Volvo’s Genuine Volvo Parts Promotions, resulting in the Lancaster team regularly finishing in the top 3 in their league.
Lancaster’s MOT first-time pass rate has remained exceptionally high and currently stands at 100%. We have presented 80 vehicles and trailers for testing and every one of them has passed first time, without a single failure. This is a testament to Chris and his team of technicians and corroborates the quality and care that goes into ensuring that vehicles pass their test the first time, every time. Our new and used vehicle sales teams have also contributed to the success and growth of the depot this year with significant deals done with customers who also took full repair and maintenance contracts with us. Eric Johnson, our Aftersales Executive has continued to develop relationships with our customers and is aiding the continued growth of our contract maintenance portfolio as well. Our extended opening hours in the workshop continue to remain popular with customers, which has enabled us to offer an even greater level of service to our customer base. This again, is down to the fantastic people we have at Lancaster and the flexibility and commitment they have shown. I’m certain that the business will continue to grow, as we look to expand our vehicle parc even further next year. Simon Yates - Business Manager (Preston & Lancaster)
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t is difficult to comprehend that we’re approaching the end of yet another year, however, I would like to start by wishing everyone at Thomas Hardie Commercials a very happy Christmas. I’d also like to extend my gratitude to the Lancaster team; your hard work helps ensure the new vehicles go out on time and we provide impressive levels of aftersales support once the vehicle is out on the road. One of the obvious highlights of this year would be the very first tractor units going into customer, Carr’s Billington, with a further five rigids to follow in 2024. This was a deal I began working on in 2021 after moving across into new vehicle sales, so to see these vehicles go out is a real personal highlight. The JJC Hire relationship remains strong, with several new and used vehicles joining their expanding fleet. Several vehicles which will enter service early 2024, are four for Total Cargo in Heysham, along with four eye-catching FH tractor units for the Camden Group in Lancaster. Finally, and I think it would be remiss of me to not mention is SJ Bargh whom I’m proud to say will take delivery of two new Volvo trucks, featuring their notable livery in 2024. Karl Davies - Customer Solutions Manager
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AROUND THE DEPOTS...
VMU & THVS Chorley (THVS) There was no doubt in my mind that with the calibre of the team we have at Chorley, we were set to have a very successful year. As the months passed the performance of the team remained exceptional, producing some of the finest quality of work I have ever seen. We have recruited two additional members to the team, Jack Harvey, and Tom Sheridan, and both have fitted into the team exceptionally well and are producing some impressive work. With Simon Cartwrights' years of expertise in quoting and a colossal 380 jobs this year, we have created a ‘Nice problem to have’ and experienced an almost constant workload pressure with barely a pause in vehicles flowing through the body shop and paint booths. We have completed some major repairs for Transport for Greater Manchester, Mellors, Asda, and Eric Edwards, as well as fitting over 150 Hydraulic kits, and 180 Camera kits and our paint jobs are up 25% on last year. Coupled with the ongoing support from our new and used sales team means that sales profits are up 40% on 2022.
Wa r r i n gt o n ( I c e l a n d V M U )
Livingston (Icel and VMU)
Iceland has taken delivery of a further 40 vehicles, all on full Volvo Contract Maintenance. This is a testament to the exceptional service provided by the team at Warrington VMU.
The entire team at Livingston has performed exceptionally well during some incredibly challenging times.
Steve Bibby and his team have provided our largest customer with constant levels of impressive service levels, despite a shortage in Technicians. Steve has been heavily involved in the design of the new 6-bay VMU, which is currently being built at the new distribution site based at Omega in Warrington. No expense has been spared for this purpose-built facility that is due to be completed by quarter 4 of 2024.
A warm Thomas Hardie welcome to Andy Johnston who has been appointed the role of Workshop Controller. Dougie Livingston and Blair Steel also Joined the team earlier this year and are already providing a fantastic service. Donna McGregor works tirelessly handling all aspects of the administration and provides exceptional customer service/support. I would like to offer my sincerest thanks to the VMU and THVS teams for working relentlessly to make 2023 such a success, here’s to an affluent 2024. I would also like to thank Graham Evans for his hard work and commitment during the last 50 Years. His knowledge is second to none and he will always go out of his way to help. Graham plans to retire next year and will be missed by all who work and have worked with him.
Kieron Bishop - VMU Business Manager
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GROUP FACILITIES, PROCUREMENT & FLEET
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t has been an extremely busy year and as a team, we have achieved brilliant results in managing our energy usage, and thereby reducing carbon emissions.
Throughout the year we have been collecting data about how our vans are used; while there isn’t currently a suitable electric van for our needs, we’re continuing to research the options and van use so that we can make the switch in the future. We’re continuing to review our depot courtesy cars and available low/ no emissions vehicles. We’re not anticipating a change in 2024, but once the right car at the right price is available, we’re ready to consider our next steps. We’re also planning the installation of Voltage Optimisation devices which will better control electricity usage at our largest sites and therefore make further reductions in our electricity consumption for years to come. Without getting too technical, these devices measure the demand and provide the power needed by the equipment plugged in, as opposed to just providing the maximum power of the outlet plugged into. Workwear has continued to be a problem; that’s the most professional
• Your efforts to control energy usage from the first half of the year have resulted in a reduction of 48864kwh of electricity and 162154kwh of gas which is the equivalent to 6 homes' energy use for a year. • All company cars have been replaced and we’re proud to now have a 100% electric business car fleet. This achievement will result in around 10% less carbon from our total business emissions going forward, which is the equivalent to another 9 homes energy use for a year.
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Striving Towards
A Sustainable Future
comment I can make. There is good news though; we have recently agreed to a contract with Arco to become our provider of choice. The new products and ordering process will be available before the end of 2023, with a nominated individual at each depot who will be given access to an online portal, which will provide expected delivery dates. The selected items are more sustainable, longer lasting, and of a higher quality, yet at a lower price than we were paying previously. A new Computer Aided Facilities Management software package has been purchased and is anticipated to launch in early January 2024. This will give the business better access to information relating to the performance of our contractors, and importantly workshop equipment. This will enable the business to plan for equipment upgrades, reduce downtime, and provide a more streamlined process to report problems when they do occur. It will also provide a central store for all the important documents such as calibration certificates, service and maintenance schedules, and contract renewal dates meaning everything will be stored in one place, and fewer paper files needed on site. If you have any suggestions for areas of focus or would like to join the Green Team, please do not hesitate to get in touch – no matter ‘how far out there’ your idea is, we will listen and consider any suggestion that makes your job more efficient or improves our environmental impact. Alan Akester - Group Facilities, Procurement and Fleet Manager
• Our workplace chargers are available for all employees to use; there is a charge for the electricity, but if you are considering making the switch to electric and are apprehensive about where to charge your car, the Pod-Points are available. I’m also available to help provide information about electric cars, their range, and charging or answer any other questions that you may have. Don’t believe everything you read in the press. • None of our waste collected by Enva has gone to landfill!
thomas-hardie.co.uk
MARKETING / CM UPDATE
Strength In Numbers
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e started 2023 with a team of two and will end the year as a trio as John Bogue joins the marketing team as our Creative Content Executive. John is a selftaught and extremely talented photographer/videographer whose work is creating somewhat of a media frenzy, and we’re excited for him to be part of our team. It has been a real privilege for me to watch John develop his photography and videography skills, he will be an invaluable member of the team and he is key to our continued success. His can-do attitude and passion for learning are evident and the work he produces is a direct testimony to his character. Marcus Harley has also been a huge asset to the marketing team since his appointment as he’s focussed on several key projects this year, including; the introduction of the THC Go App, the new THVS website, and our ‘soon to be launched’ online Technician forum, TechNet. The increase that we have witnessed in the Marketing team is a significant accomplishment for the business and for me personally. It means that our business is expanding and the demands on the marketing department increasing. By managing our growing team effectively, I can take advantage of the benefits that come with a larger team, meaning we are able to communicate clearly,
2023 TIMELINE
set expectations, foster a positive work culture, and continuously evolve and adjust our approach to ensure our ongoing success. So what does 2024 have in store? Well significantly and certainly worth making mention to is the introduction of Sales Force into our business. Salesforce is set to unite sales, aftersales, marketing, commerce, and IT teams with a single, shared view of customer information. It offers a more functional customer relationship management (CRM) software solution than we have at present. This is set to be rolled out to all current CRM Sales users in early February 2024, with aftersales to follow in 2025. Being the ‘best-in-class’ is the promise we make to the business. As an employer, we strive to create a culture that is centered around employee growth and career development, mentorship, and Marcus and John are both testament to this. I would like to personally thank Marcus and John for their efforts this year and look forward to a productive and exciting 2024! Lesley Bain - Marketing Manager
April
June
February
March
May
February
August
November
June
August
October
July
February ‘Thomas Hardie Go’ exclusive employee app is launched / Graham Evans reaches 50 years’ service milestone March The winner of our Drive it for Derian initiative is announced April Thomas Hardie Commercials Ltd "Walk the Talk" when it comes to sustainability as they host their quarterly Green Team meeting May For several weeks, Boughey Distribution utilised our new 'Drive it for Derian' charity demonstrator truck, and for every mile clocked, Boughey agreed to donate a £1. True to their word and after covering just over just 4,000 miles in the charity truck, they were able to present Derian House with a cheque for an impressive £4500! June Our newly designed Thomas Hardie Vehicle Solutions website is introduced / Bowker Group made the shortlist in the Motor Transport ‘Partnership Award Category’. July We held our electromobility roadshow. The event was incredibly informative and enabled attendees to put the extensive range of Volvo electric trucks through their paces. August Thomas Hardie once again had a strong presence at this year’s Manchester Pride event October We held our Long Servers Luncheon recognising those employees who had completed 30 years plus service with us November Thomas Hardie were invited to attend the EVIE’s after being named as finalists in their Fleet Electrification Strategy category
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Drive
contributions made by our customers who have used both of our charity demonstrators and aided the success we have seen since the launch of our first charity demonstrator in 2021.”
it for
Our second Derian-branded fundraising truck was launched earlier in the year following the success of our ‘Drive it for Derian’ fundraising campaign that was initiated in 2021. Steve Wilson, Sales and Marketing Director at Thomas Hardie Commercials Ltd commented: “We understand how important the work that Derian House Children’s Hospice does is, which is why we’re so passionate about helping them make a difference, with financial donations, fundraising, and volunteering. We’re incredibly grateful for the generous
DERIAN HOUSE
Thomas Hardie Commercials has so far raised over £65,000 for Derian House over the years by hosting a variety of different events and charity days. Mick Croskery, Fundraising Manager at Derian House, said: “We are hugely grateful to Thomas Hardie Commercials and its customers for their amazing support and generosity. The incredible amount of money raised - and the awareness it brings - will make a huge difference for our families.”
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fter 17 years as our SHEQ Manager, Jim Savage has decided to retire to enable him to spend more quality time with his wife Sue, their children, and grandchildren.
Jim has been a principal member of the leadership team here at Thomas Hardie and has managed all things quality, process, H&S, and environmental-related. He ensured that we acquired ISO 9001 and 14001 and has made the workplace a consistently safer place to work. Jim has a positive outlook together with a cheery disposition and is both respected and liked by colleagues within our business, he will be sorely missed.
A fond farewell and
thank you! DRUMBEAT CHARITY UPDATE
In addition, Garry Douglas, RTM Manager will power down his laptop for the final time later this month as he too looks towards enjoying his retirement with wife Doreen. Garry is a highly thought-of colleague and friend to many here at Thomas Hardie as well as fellow workers from Volvo Trucks UK. Garry has held several roles within Thomas Hardie Commercials Ltd and has consistently excelled in them all, and his technical expertise is second to none. Both Jim and Garry have been integral elements of our company, and their contributions will always be valued and remembered. Their hard work, commitment, and dedication are worthy of admiration. We would like to say thank you to Jim and Garry and wish them a long, healthy, and happy retirement.
‘Drumbeat Uganda’ is more than a school
Amid the wars, Covid, and the cost-of-living crisis the bright light of hope for the children in Uganda has been the support from Thomas Hardie Commercials and the building of their new school. With travel restrictions lifted we were able to go out once more and see for ourselves the great facility you have enabled the villagers to build. With the money that employees at Thomas Hardie raised in the last few years, they have been able to begin to provide the forgotten children
and orphans with somewhere safe to live, clothes to wear, and a supply of clean fresh water. Thanks to Neil Crook at Preston Depot, we were even able to set up Drumbeat FC! The kids and everyone else in the country are football-mad, so when the strip arrived (along with the Volvo footballs) they were delighted! We also took out the old glasses that you kindly donated, and people travelled from nearby villages to try them on, and for some, the gift of better sight was given.
We also bought a PA system for the village church so that this Christmas everyone can cram in to hear and enjoy the services and carols. It’s been an amazing journey made possible by your generosity and in 2024 we will go out again to continue the work on your behalf “webale nnyo, jabaliko” (thank you so much for your work). Jim Savage Group Standards Manager