Most of our 3,458 employees work in workshop services and spare parts. There is keen competition for skilled employees, but we find we have an advantage by virtue of our size and stability.
Furthermore, we work constantly to improve the knowledge and skills of our employees. We do this via our own training unit, Bilia Academy, which puts together tailored trainings for different target groups in Bilia.
The competence and dedication of our employees are crucial in getting Bilia’s customers to feel that we are a quality-conscious company that gives them that little extra every time.
Our aim is increased customer satisfaction
Quality can be measured in many different ways. We work with established quality systems, such as Green Light – Controlled Auto Workshop. The Swedish operation is environmentally certified to ISO 14001:2004, and as of December 2006 Stockholm, Göteborg and Malmö are also quality-certified to ISO 9001:2000. Skaraborg will obtain quality certification in January 2007. Our Norwegian operation is ISO certified.
The quality systems can be seen as guarantees that we keep our promises. But the most important thing for us at Bilia is that we keep our customers satisfied. That’s why we monitor customer satisfaction continuously with Radar in Sweden and Customer for Life in Norway and Denmark. Customer satisfaction is gauged in car sales and car service. In short, it is measured wherever we have contact with the customers.
Radar entails that the customers get to rate, on a scale of one to five, a number of areas that show how they experienced their contact with Bilia. We keep close track of how customer satisfaction changes and feed back the results to the employees concerned. Because we want to get better all the time. In fact, customer satisfaction is so important to us that it is part of the basis for calculating the employees’ bonus.
The market is beginning to realise how good we are at satisfying our customers. This gives us a competitive advantage, particularly when we are trying to attract new suppliers.
As the graphs show, we are constantly improving in the Radar surveys, but there is still room for even more improvement.