MAN „ServiceQualityAward“ 2011 – the focus is on customer orientation

MAN Truck & Bus recognises best Service outlets worldwide with MAN ServiceQualityAward. Twenty MAN workshops and Service partners from 14 countries qualified for final.

This year sees the MAN ServiceQualityAward being made for the third time, following 2008 and 2010. The award distinguishes outlets whose performance with regard to quality and customer orientation has been outstanding. "Our objectives are to continually improve competence and thus quality in our Service outlets and to orientate our service optimally towards our customers' demands, every single day," says Lars Essmann, Senior Vice President After Sales at MAN Truck & Bus AG.

This year for the first time, Service outlets from the CIS region, Africa and the Middle East are participating. Almost 400 workshops registered to take part in 2011. Aspirants to the ServiceQualityAward went through a demanding selection process. The first three rounds consisted of a comprehensive online test of the participants' knowledge. There were questions on technology, fault elimination, processes, workshop procedures, spare parts and Service products. In cooperation with DEKRA, the second stage evaluated the outlets' professionalism and customer orientation by means of "test customers".

Twenty Service outlets have now qualified for the final round in October 2011. The finalists will have to master theoretical and practical tasks such as diagnosing faults, using systems and demonstrating their general After Sales knowledge, for example.

"Thanks to the excellent ratio of participation in the MAN ServiceQualityAward we are able to ensure a high level of training in our Service outlets. In the first instance it is our customers who benefit from that," continues Lars Essmann.

The winners of the MAN ServiceQualityAward 2011 will be known in mid-October.