Training
Raising standards for automotive glazing throughout the industry has been a key business strategy for National Windscreens for many years.
Over recent years the role of windscreens has developed considerably. Most now form part of the structural integrity of vehicles and are linked to the airbag system. The windscreen and its method of fitting are therefore critical factors in maintaining vehicle safety standards.
National Windscreens look to heighten customer awareness of these issues wherever possible and at the same time maintain a total commitment to staff training and development. The result is an increasing demand for high quality service and workmanship that National Windscreens are ideally placed to satisfy.
National Windscreens regard NVQ's as a 'licence to work' and strive to ensure that every fitter throughout the UK is appropriately trained and qualified. The award of over 150 NVQ's to National Windscreens staff during the last 18 months is testament to this commitment. This is further supported by confirmation from the Glass Qualification Authority that National Windscreens are by far the most active of any of the Approved NVQ centres in the this industry.
National Windscreens also take a wider role in their drive to raise standards throughout the industry. National Windscreens Managing Director, Malcolm Dutton, is Chairman at Glass Training Limited; Chairman of the UK Automotive Glazing Executive and is the UK representative of Automotive Glazing Europe (UEMV). In addition National Windscreens are founder members of Euglas, the European Automotive glazing network, which has an important role in sharing best practice techniques throughout Europe.
National Windscreens summarises its approach with some very clear statements published in their Customer Charter. This includes a promise to always make repairs to the British Standards codes of practice (BS AU 242); insisting that installers train in offering customer excellence; and guarantees every aspect of the workmanship.
A clear vision of the road ahead
Systems Integration
The business has an established network that enables paperless communication and control throughout its branch network in the UK. This links to the central system at the Tamworth head office to provide a powerful management and commercial information reporting system.
Web based intranet and extranet systems have expanded rapidly over the last twelve-months as the company strives to ensure increasing system interaction with every member of staff throughout the UK. From pricing to technical queries, to discussion forums and training, these web-based resources are an increasingly important factor in providing competitive advantage and excellent service.
A new web-based Call Centre system will be operational early in 2007, providing wider and immediate access to the information necessary for faster and accurate response to customers. The system will automatically check address and vehicle details; insurance policy details; special customer account instructions and even previous work undertaken on the vehicle, to ensure that our Call Centre Operators are able to provide an unrivalled level of service.
Externally, specialist EDI protocols are in place with numerous insurance companies whilst enquiries and orders can be placed directly through the website.
Head Office operates an EDI protocol with several insurance companies to enable electronic billing and settlement. We continue to invest and develop our I.T. capability particularly as we believe that this will enhance our ability to keep our business partners fully informed of our mutual trading activity.
The strategy of energetically increasing system integration throughout the network is viewed as a vital factor for the continued success of National Windscreens.