sejahtera issue #1, 2012
DESCRIPTION
Volvo Trucks Malaysia customer magazineTRANSCRIPT
SEJAHTERA
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?
Air-Marinesoars to new heights
A MAGAZINE FROM VOLVO MALAYSIA SDN BHD #1/2012A MAGAZINE FROM VOLVO MALAYSIA SDN BHD #1/2012A MAGAZINE FROM VOLVO MALAYSIA SDN BHD #1/2012
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experiencethe 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.
the NEW volvo FMX
Volvo trucks. driving progress
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MESSAGEFROM MANAGING DIRECTOR MANAGEMENT TEAM
Managing DirectorMansoor Ahmed([email protected])
CFO Finance
Philippe Roques([email protected])
VP Sales & LogisticsJerome Wong([email protected])
VP After MarketMartin Kavanagh([email protected])
VP Business Development& MarketingSuzanne Ooi([email protected])
VP Human ResourceHarvindar Singh([email protected])
VP Fleet SalesAdrian Cham([email protected])
DEALER MANAGERSNorthernChen Lip Foo(+6019-989 9380)
CentralKenny Foo(+6016-339 3068)
SouthernMuhammad Khairulnizam(+6012-751 9600)
EasternChen Fok Min(+6019-752 1489)
East MalaysiaAdrian Chua(+6012-809 9671)
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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 profi tability. 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 specifi cally 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 fi rst 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.
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!
S
MANSOOR AHMEDManaging DirectorVolvo Malaysia Sdn Bhd
facebook.com/VolvoTrucksMalaysiaFollow us!
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20 Uniquely Volvo Mission: Get the best expertise for cab development Solution: Ask the drivers
23 Uniquely Volvo The wheel alignment of fortune
CONTENTS#1/2012
7 Local Happenings The rugged Volvo FMX has landed in Malaysia!
6 Local Happenings Singapore bids welcome to Volvo, Renault and UD Trucks!
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
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SEJAHTERA A MAGAZINE FROM VOLVO MALAYSIA SDN BHD
27 Volvo 101 Why Pre-Book Your Service Appointment?
28 After Market Volvo Service Agreements
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
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Singapore bidswelcome to Volvo,Renault and UD Trucks! The opening of the fi rst multi-brand super store.
With much anticipation, the fi rst multibrand super storein Asia was open
in Singapore and offi ciated 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.
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
fl own 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.
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
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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.
By 9.40am, the reception area was packed to the brim with mingling guests
and Volvo staff in attendance. The guests and media was offi cially welcomed
by company MD, Mr. Mansoor Ahmed and Mr. Frederic Ruesche before
everyone was ushered out for the unveiling of the new Volvo FMX.
Volvo Malaysia also took this opportunity to handover the new FMX purchases
to Air Marine and Mega Brave who are the fi rst in Malaysia to buy the trucks
The rugged Volvo FMXhas landed in Malaysia!
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.
Before the offi cial 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
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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
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“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.
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 fi nal 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.
“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.
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.
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.
Fuelwatch started from an idea many years ago to fi nd ways to help Volvo
Trucks customers increase their profi tability 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 fi nalists, 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-effi cient driving has a benefi cial 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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Air-Marinesoars tonew heightsThe 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.
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 diversifi ed 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
diffi cult 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 diversifi ed specialized
fi elds 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.
“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 fi rst 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.
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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 fi rst 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
“Since then, it has been repeat orders for Volvo Trucks with at least two
units every year. This clearly mirrors our confi dence in Volvo Trucks due to its
reliability, robustness, stability and safety features” he laughingly adds.
Today, the company has a total fl eet 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 fl eet 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 confi dent 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 effi ciency, service reliability and delivery uptime,
long life span of parts, more powerful and durable. Its fuel effi ciency 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 effi ciency. 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 confi dence that the industry will continue to expand
signifi cantly due to the rapid economic growth of Sarawak and industrialization
of Bintulu. “Furthermore, Bintulu, with its deepwater port, is centrally located
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Private Dealershipin East Malaysia delivers sustainable business
As many competitors focus on fi ghting 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
fi ercely, 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 fi rmly 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.
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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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 diffi cult 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 fi tted 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 fi rst batch of 6 units is
about to arrive for distribution.
“Brands matter. It is that very fi rst 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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Deep down up northThe 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
O utside the sun is shining bright even though it is nearly mid-
night. 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.
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.”
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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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Lapland is home to some of Europe’s largest iron ore reserves and the in-
dustry 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 fi rms helping LKAB with the mammoth task
of removing waste rock from the mines.
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 custom-
built 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.
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 fi t – 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 load-
ing machine’s lights below us. Halfway down is a cor-
ridor leading off to one side. We back in, turn around
and reverse the last stretch. Hasse drives to the loading
site, stops, tips the fi rst load of waste rock onto the
platform, drives forward and tips the second load. The
Patrik Olofsson is workshop manager at Eriksson Bil, here together with Janne Gus-tafsson.
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.The iron ore is delivered in the form of pellets (on the left) and is transported via the
long ore trains from the mines.
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whole pro cess 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 Kaptensgro-
pen 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 fi rst to crawl under a truck if something goes wrong.
“There is probably no other industry which imposes such high demands on its
vehicle fl eet 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 out-
side Borlänge in the Swedish Midlands. “Right now we’re working fl at-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 Gustafs-
son’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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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.
For more than a hundred years now, LKAB has been mining ore in Lapland and exporting it to the rest of the world.
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remains a family owned business. They supply and service JE Gustafsson Maskin’s fl eet, and know how important it is that their trucks stay on the road. “The Malmfälten ore-fi elds 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 munici-pality 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 specifi cations. 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 Eriks-son Bil’s salesmen. “We have ten service tenders that do on-site repairs, as well as a weekend emer-gency call-out service in Gällivare. The workshop in Kiruna is open 102 hours a week, the one in Gäl-livare 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, close-
knit 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 fl eet well maintained. “We do our service planning together with Volvo,” says Janne Gustafsson. “We generally replace our vehi-cles 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 benefi t if you’re bilingual as many people prefer to speak the local Tornedal Finnish rather than Swedish. It’s relationships and confi dence that mean everything up here.” n
LAPLAND
EUROPE
ICELAND
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 sun-
light. 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 De-
cember and early January.
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 fi fth week.
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Cab 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 refi ning 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 fi nd 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 clin-
ics. 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 fi rst. “But
the extensive knowledge we have accumulated from truck stops over these last
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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six years confi rms 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 coun-
tries. A clinic usually lasts between fi ve 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 impor-
tant.
“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
every thing – 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 com-
fort levels to choose from.
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
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.
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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. 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
fi nd; 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 clin-
ics 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 technol-
ogy and electronics unconnected with the driving it-
self, 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, blue-
tooth 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 fi rm 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 opin-
ions 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
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23
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 con sumption 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
The wheel of fortuneU
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uel accounts for a third of a truck’s operating cost, and is a
signifi cant 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 fi tted with the wrong tyres of drive around with incor-
rect 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 depart-
ment. 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 Prov-
ing 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 en-
gine 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 align-
ment 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 roll-
ing 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-effi cient engines, at Volvo Trucks we work con-
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 fi rms reliable evidence of
just how much money they can save.”
THE FINAL ANALYSIS from the vast amount of data col-
lected from over 1,000 kilometres of testing at Hällered
was a real eye-opener for any truck driver or fl eet 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 signifi cant
saving, by some estimates up to €8,000 annually.
“There is every reason for all haulage fi rms 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 in-
formation. When a customer comes in to us with a truck
and trailer they will get the very best help imaginable.” n
THIS IS HOW MUCH FUEL YOU CAN SAVE WITH OPTIMISED WHEEL SETTINGS
CHOICE OF TYRE11 PER CENT
CORRECT WHEEL ALIGNMENT:2.5 PER CENT
CORRECT TYRE PRESSURES:1 PER CENT
TV: SEE THE FILM TV: SEE THE FILM SHOWING THE VOLVO TRUCKS SHOWING THE VOLVO TRUCKS WHEEL ALIGNMENT TESTWHEEL ALIGNMENT TESThttp://magazine.volvotrucks.com
WEB
Approximate-
ly 32% of
an average
haulage
companys
costs are
fuel costs.
32 %
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North Malaysia Truck Show (NMTS)
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 offi ciated by
Dato’ Yik Phooi Hong who is a prominent personality in Ipoh.
Handover of the new Volvo FMX to Air Marine and Mega BraveThe new Volvo FMX was handed over in a small ceremony to
Air Marine and Mega Brave. These 2 companies are the fi rst in
Malaysia to puchase the trucks respectively for a dam project in
Bintulu and for iron ore transportation in Kuala Lumpur.
Snapshots
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Volvo Malaysia Golf Invitational 2011This 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.
Negeri Sembilan Truckfest & ExhibitionVolvo 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 Sweden23 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!
SnapshotsIN
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Gift Redemption If you have Pre-Booked your service slots, please fi ll in your details and bring this along to redeem your exclusive Volvo FREE GIFT!
Name:
Company Name:
Email: Mobile No:
Volv
o 10
1
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 Number to call: Shah Alam 1-300-80-8118
*Fast Track and Pre-Book Service is only available in Shah Alam until futher
notice.
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.
28
Volvo Service Agreements The Volvo Blue ProgramThe 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 fi lters, 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 ProgramThe most comprehensive program and encompasses preventive maintenance
as well as truck repairs. It gives you the confi dence 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.
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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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)
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
With a Volvo Service Agreement, you get extra benefi ts!
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More uptime, less cost.Volvo service agreements
The Volvo Service Agreement offers you peace of mind without unexpected costs through an
easy fi nancial plan and fl exible 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 profi tability.
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
The Business Partnership You Can Rely On…
�
volvo trucks. driving progresswww.volvotrucks.com.my
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volvo trucks malaysiadealers network
Volvo Sales, Service & Parts
Volvo Service & Parts
Lot 1017, Section 66, KTLD
Jalan Kilang (P/O Jalan Tekad)
Bintawa, 93450 Kuching
Sarawak
Tel : 082-330 131
Fax : 082-333 387
Shah Alam
No. 6, Jalan Bicu, 15/6
Seksyen 15,
40200 Shah Alam
03-5510 3300 /
03-5510 2300
03-5519 4233 /
03-5519 0592 /
03-5510 9096 (Parts)
JOHOR BAHRU
07-358 4955 /
07-357 4834 /
07-357 4835
07-357 4899
(Parts & W/shop dept)
Johor
Prai
2410, Jalan Perusahaan Prai
Kawasan Perusahaan Prai
13600 Seberang Prai
Pulau Pinang
Tel : 04-398 9184 /
04-398 9185
Fax : 04-398 9187
Ipoh
Kuching
Bintulu
Sibu
Miri
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
KOTA KINABALU
Lot 2541, Jln Manettia
Piasau Lorong
Pujut-Lutong Road
98000 Miri, Sarawak
Tel : 085-655 855
Fax : 085-655 618
MIRI
Sandakan
SABAH
SARAWAK
Lot 2, Block G, Ground Floor
Bandar Ramai-Ramai
P.O. Box 3541
90739 Sandakan, Sabah
Tel : 089-272 707
Fax : 089-235 855
SANDAKAN
Volvo Malaysia Sdn Bhd retains the right to alter the information given without prior notification.
Volvo Malaysia Sdn Bhdwww.volvotrucks.com.my
97008
Tel : 086-327 646
Fax : 086-255 722No.5
Lorong Lanang Barat 20A/2
96000 Sibu, Sarawak
Tel : 084-210 613
Fax : 084-210 612
SIBU
Kuantan