NRMA`s Group Service Standards aim sky high - x

Out of the Blue
MAGAZINE FOR THE NRMA MOTORING + SERVICES FAMILY OF BUSINESSES
JUNE 2011 ISSUE 36
3...2...1...LIFT OFF
NRMA’s Group Service Standards aim sky high
INSIDE
Cover: L–R: Bob Stow (Patrol 535), Ben
Murdoch (MotorServe), Tennille Yeoh
(Roadside Assistance), Peta Lemon
(Safer Driving) Emma Cassim (Holiday
Parks), Tracey-lee Herbert (Thrifty),Eda
Ak (NRMA Tourism & Leisure Holdings).
Contributors
04
Our service promise
06 News
INNOVATION UPDATE
profile
CCC Chatter
08 Team
09
THE OUTBOUND CALL CENTRE
OUR SERVICE TRAINING
Anna Lowman
Annie Holder
Col Endacott
Dale Hepworth
Dave Grounsell
David Lumb
Dean Ide
Di metz
Elena Sergis
Emma Cassim
Emma Treadgold
Gary Campbell
Heidi Roland-Kenn
James Anthony
Jenna Grima
Jessica Mitchell
Joanne Davies
John Zevlikaris
Kylie Pretty
Lee Clarke
Louise Tumai
Lyn Kendall
Michelle Bruce
Michelle Nichol
Pete Saunders
Rachel Williams
Robert Sams
Sebastian Zagarella
Simon Tracey
Susie Tsakalos
Tania McNaught
Tony Stuart
Wayne Gosling
Wikyra Lani Schaafhausen
Out of the Blue team:
Peter Sewell
Lindy Sivyer
Jennifer Shedden
Sarah Watkins
Chris Siorokos
Kim Gosschalk
Dudley Hogarth David Naylor
Stephen Dibden Jo McIntyre
Reg Chamberlain
Julie-Anne Hall
This publication is intended for internal readership only by
employees and contractors of National Roads and Motorists
Association Ltd (trading as NRMA Motoring & Services) and its
Related Bodies Corporate including NRMA Holiday Parks, NRMA
MotorServe, NRMA Tourism & Leisure and Thrifty.
Want to
contribute?
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11 Helping
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16
HAVE YOU TRIED GLAMPING?
FOOTY TALES
We want to hear from you!
Send your news, photos, calendar
and social events to:
Internal.communications
@mynrma.com.au.
A MESSAGE FROM THE GROUP CEO
‘To help us stand out above our
competition we have developed the
NRMA Group Service Standards.’
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Our 2020 Vision
To be the most trusted Member
organisation, through our great
people excelling at delivering highly
relevant services and legendary
roadside assistance.
When my car rece R AT HALBYN
nt
Hills at 7pm on a ly broke down in Strathalbyn in th
Friday night, I rang
e SA
roadside assistanc
the NRMA for
e.
turned up within The Royal Automobile Associatio
25
n
problem they arra minutes. When they realised the
nged for a tow tru
take my car to a de
ck the next morni
work on the car un aler to be fixed. As the dealer coul ng to
d
they immediately til the Monday, I rang the NRMA an not
arranged a hire ca
d
to get the repairs
r for me, rang the
m
there was anythi oving and then got back to me to dealer
ng els
see if
My car was repa e I needed.
continue my holid ired on the Monday and I was able
ay
gave me a follow without disruption. The NRMA to
th
up call after I had
ensure everything
returned the hire en
car to
wa
The service from s OK.
bo
th
or
ga
ni
sa
tio
care and attention
ns was superb an
great organisatio by the NRMA staff was first class. d the
n to be a Membe
What a
r of!
PL E A S A N T B
Great service once RE AKDOWN EXPERIE
pre-arrival text m again. Thanks to NRMA for the ne NCE
w
es
able to go shoppi sage. Instead of sitting in my car
I was
ng for CDs and ha
ve a ‘pleasant brea
experience’. Havin
g
kd
I have always foun been a Member for my entire drivi own
d
ng lif
th
e service efficient
competent and pe
and the mechani e,
rsonable. It’s mon
cs
annual fee. Thanks
ey well spent for
the
heaps.
Newsflash
Million dollar month
CONGRATULATIONS to the BusinessWise Sales
team in Gosford who reached $1 million in sales
for the month of May.
BusinessWise Team Manager Dave Grounsell
said the result showed that the BusinessWise
product had grown significantly since its launch in
2003. ‘The Gosford Sales team looks after the
20,000 Members of the BusinessWise small and
medium enterprise sector and has enjoyed great
Yesterday, for the A CHARM
fi
commenced in 19 rst time since my membership
97, I needed to ca
ll NRMA Roadside
Assistance for a fl
at ba
I felt compelled to ttery.
write and let you
service provided
know that the
wa
professionalism of s of a high standard and the
bo
th
your call centre op
service crew was
erators and
se
every step he took cond to none. The mechanic expl
ained
an
d
wh
y,
and had my car fi
on the road within
xed and back
15 minutes.
So even though
once in the past 14 I’ve only had to call upon your serv
ices
renewing my NRM years, I now realise the full value
of
A
m
em
be
rsh
ip
ev
appreciation to yo
ery year. My since
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people down, and are closely tied to our corporate
and brand values.
The service standards were developed with the
participation of senior managers and frontline staff
across the NRMA Group and by asking our Members
and customers what they expect from us. In this way,
they reflect what our Members, customers and staff
value and will help drive the ultimate NRMA Member
experience.
The Group Service Standards should be used as a
guide to make sure our level of service is consistent
across our businesses. Please take the time to
familiarise yourselves with these standards and work
according to them in your everyday interactions,
whether with our Members, customers or each other.
Before I sign off... you may also be aware that CEOs
across the country will be sleeping out for the
homeless on June 16 and once again I am
representing the NRMA. The company will match
donations from employees so if you wish to support a
great cause please log on to: ceosleepout.org.au and
search for me.
FIR ST TIME
As Australia’s largest mutual organisation, NRMA
provides a range of services for our Members and the
community. This includes our legendary Roadside
Assistance, a wide range of motoring, travel and
lifestyle benefits, products and services.
As a Member organisation, what our Members
think about the products and services they receive
from us is at the core of our decision making. We
therefore need to remind ourselves that our
Members and customers come from across the
NRMA Group. Our Members are our greatest
advocates – Members tell their friends and family
about the contact they’ve had with us, so our service
experience really determines our future.
Over the past eight months the Member
Experience team has been developing a program to
make sure we consistently deliver a great experience
every time a Member or customer comes into contact
with any part of the NRMA Group.
To help us stand out above our competition we
have developed the NRMA Group Service Standards,
outlined on page 4, to help us to build trust and
loyalty with our Members and customers across the
Group. The service standards are based upon trust,
making a difference, real relationships and not letting
Member
experience
successes and growth over the
years,’ Dave said.
‘Back in 2005/06 the team made
$2.2 million in sales over the whole
year. In 2010/11 we are heading
towards $10.3 million in sales and
13 per cent growth on what we
achieved last year.’
Head of BusinessWise
Membership Joanne Davies said
she was extremely proud of the
BusinessWise Sales team. ‘From
humble beginnings the team has
come from a few million a year to
$1 million a month! The dedication and passion of
this extraordinary team is a tribute to their leader,
David Grounsell and a mark of what NRMA staff
can achieve for the Member. Well done and thank
you to the entire team.’
ABOVE: The BusinessWise Sales team:
standing: Steve Page, Dave Grounsell, Kim Cardiff
and Sacha de Silva; sitting: Robyn O’Hara, Susan
Gray and Jennifer Higgs.
IMPRESSED
I am writing beca
us
– all in this last we e I have been so impressed by m
y rece
ek
Membership: Rece – in fact with more than one arm nt dealings with the NRMA
nt
ly
I
ad
de
d
a
car to a membersh of the NRMA business.
(I dropped mine
and helped us save when I was leasing a car). The lad ip my wife has held for 23 years
y
had thought woul money by suggesting a better wa on the phone was friendly, helpfu
l
y of adding the ex
d have to happen
.
tra car to what I
NRMA MotorServ
e
Se
ve
n
Hills: One of our ca
rather going back
rs was
to
go. To say I was im the dealer, I decided to give your due for a 50,000km service and,
M
pressed is an unde
job at a reasonab
rstatement! Efficie otorServe centre in Seven Hills a
le
be using it again. price. I have recommended it to m nt, on time, honest, and a excelle
It
nt
an
Congratulations to left the dealer’s service departmen y of my friends and will certainly
t looking very seco
Danny and his te
am.
nd rate.
Roadside Assista
Assistance, I foun nce: Unfortunately, after many ye
d myself in the pr
ars of never havin
edicament of havin
second car, leavin
g to call Roadside
g
concerned membe me stranded in a car park. I rang th g transmission problems in my
r
e
of
se
sta
rv
ice number and a
ff advised me of a
minutes I receive
friendly and
90 minute
d
appeared. The Pa a text message that the Patrol wa wait, but to my surprise within 10
trol Scott was fant
s on his way and
five minutes later
way to the repaire
astic. He showed
he
em
rs
my transmission (Motor Serve Seven Hills again!) pathy, care and followed me all
the
into second. Once
to make sure I go
t there, after lockin
to get the part fixe
again MotorServe
later! NRMA got m d. A good price, clear communicatiowas so helpful and moved mount g
ains
y attention.
n and the car back
on the road a day
Thank you NRMA–
yo
u
ha
ve
shown through yo
Members and that
ur many arms, th
you truly care.
at you are here fo
r your
03
FEATURE
Our service promise
Real relationships
Solving problems to help Members and
customers, whether it’s to get them back on the
road or help them plan a great holiday, takes
teamwork and communication. Treating
Members and customers with respect and
patience, particularly when they are in a
vulnerable situation, will build a strong bond
and ensure a better chance for a long term
membership.
NRMA’s Group Service
Standards were launched this
month to define our service
delivery style and promote the
landscape of trust, reliability
and can-do that will guide
us as we each create a great
experience for our Members,
customers and colleagues
across the NRMA Group.
Trust me to:
• treat our Members and customers as if
they were family asking for help
• work as part of a team, be friendly,
patient and genuine, because I care
• always show respect and treat people as
individuals
OUR SERVICE
STANDARDS
OVER THE PAST SIX MONTHS, a set of service standards has been developed
based on Member and customer feedback and input from senior managers and
frontline employees from across the NRMA Group. The 14 standards identify the
types of behaviours expected of us when we interact with our Members and
customers and will ensure that we deliver a consistent and uniquely NRMA level
of quality service.
‘With increasing competition our level of service, that is our legendary
service, remains our key differentiator and now more than ever our Members
and customers trust us to deliver each and every time they deal with us,’ said
EGM Membership and Brand David Lumb.
‘Given our 2020 vision is to be the most trusted Member organisation we
need to make sure that every interaction we have with our Members and
customers, regardless of where we work across the NRMA group, is consistent
and of a high quality. This not only allows us to deliver for today but to also
develop long standing relationships with our Members and customers.’
Not letting people down
Helping people is what we do at NRMA. Based
on the reputation we’ve built over the past 90
years, our Members and customers expect us to
look after them and solve their problems and we
strive to consistently meet their expectations
with pride.
Trust me to:
• happily go out of my way to help
• do whatever it takes to get the job done
right, from the start
• take control of problems and solve them
straight away
A mother called in to join up her daughter as she
had broken down. The daughter had walked
eight kilometres to McDonald’s at Casino to call
her mum who then called us. I called McDonald’s
who found her in the restaurant. I joined her up
as a Member and called her mum back to take
payment. I then organised for the Patrol to pick
up the Member so she didn’t have to walk eight
kilometres back to her car.
Lee Clarke, CSR Gosford Sales
04
A customer called who had never rented a car
before. She asked a lot of questions so I went
through in detail everything that would happen
when she rented from us. She mentioned she had
never been to Sydney so I suggested some of the
tourist attractions she might want to try – like
catching the ferry over to Taronga Zoo. She has
since been in touch to thank me and also my
colleague Chris Wright who served her on arrival
at the airport. She said that good customer
service was rare these days and she didn’t receive
the same friendly manner anywhere else.
Michelle Bruce, Thrifty Reservations
All about trust
Trust is at the heart of what we do. It is the basis
of our relationship with our Members,
customers and work colleagues. If we mean
what we say and follow through with our
promises to help, our Members, customers and
colleages will have confidence in us.
Trust me to:
• be genuine in what I say and what I do
• be reliable and responsive, ensuring our
Members and customers feel confident
• hold consistently high standards at all
times
• keep things simple and relevant and
always keep my promises
Make a difference
Our role as the Member’s champion directs us to
look at every Member or customer experience as
an opportunity to help improve their situation.
We use our resources and knowledge to make a
positive difference in their lives.
Trust me to:
• act as a champion for our Members and
customers, putting their interests first
• question the way I do things and
proactively look for ways to improve
• speak out on the issues that matter
• take safety seriously, for our Members,
customers and colleagues
A Premium Care Member who had broken down
in Queensland did not meet the criteria for extra
Premium Care benefits. Rather than leaving it
there, I offered to obtain for him and his family
quotes on the transportation of his car, local or
one way car hire, a flight home from the nearest
main town, emergency accommodation and
local community number for the dog pound. Even
though the Member was upset that he couldn’t
receive extra Premium Care benefits, he was over
the moon that we happily took the time to look
into services for him and his family.
Wikyra Lani Schaafhausen, Case Manager,
A Member purchased $800 worth of goods from
the NRMA Online Shop. The delivery was delayed
and the Member called up as she was very
concerned. I reassured her that I would track
down the delivery status and keep her updated. I
gave her my email address so we could keep in
contact. I organised for the delivery to be fast
tracked and it arrived the next day. She was most
relieved and appreciative and sent an email of
thanks. It’s really important to keep things simple,
relevant and always keep promises.
Peter Saunders, Customer Service
Representative
MEMBER EXPERIENCE TRAINING
Frontline employees from MotorServe, Premium Care and Gosford Membership are
currently undertaking a pilot training program to develop the right skills to deliver our new
Group Service Standards. If this program is successful it will be rolled out across the Group
over the next three years.
Read what the trainees are saying about the program.
I was impressed with what was put together for the
PPremium Care Team. It really related to our area
aand certainly makes you think about a better
M
Member experience. I believe that, coming out of
th
this, the team will be better equipped to handle our
M
Members in a more professional and efficient way.
D
Dean Ide, Premium Care Operations and Network
M
Manager
I attended the Member Experience Leadership
PProgram in Gosford a few weeks ago and it inspired
aand reminded me that we can make a difference!
EEvery call is a new experience, this may be a
M
Member’s first ever or only interaction with us.
Let’s listen and provide that outstanding service,
le
let’s make that Member remember us with a smile
aand always focus on what we can do, not on what
w
we can’t do.
It is truly rewarding when you have made
so
someone’s day.
SSusie Tsakalos, NRMA Premium Care Consultant
T biggest thing I got out of the training was to
The
aask open ended questions to get more information
from our customers. We can provide a faster and
fr
m
more efficient service when we ask better questions
aand gather more information.
Ja
James Anthony, Manager, Marrickville MotorServe
I ffound the Member experience training valuable to
m
my role. When you have been a call centre
co
consultant for many years, it’s easy to slip into
ppatterns and habits when you are saying similar
th
things each day. The training program helped me
to take a step back and focus on the person (the
M
Member, not the product) and listen. Also, the
ddiscussion on different types of Members was
bbeneficial in that it gave me skills when dealing
w
with Members who may be in a hurry as opposed
to a Gold Member who might like to chat longer.
LLouise Tumai, Customer Sales Representative
05
GENERAL NEWS
INNOVATION
UPDATE
THE INNOVATION TEAM has been
working busily to support new ideas
and identify new opportunities across
the NRMA Group. Here is an update on
some of their projects.
IDEAS PORTAL
We have revamped our online ideas
suggestion box which held the cache
of ideas contributed by the business
when we launched the Innovation
Challenge in 2009. Now named
myIdeasPortal, (myIP) the new portal
will be re-launched this month following
production testing by Innovation and
our ICT team. Aligned with the NRMA
Group strategy, the portal will be the
central channel for all employees to
generate, collaborate, network and
implement their ideas. The portal will
allow everyone to share and contribute
to making great ideas happen.
THRIFTY
If you can’t measure it you can’t manage it
The innovation team has been
working with Member Relations and
Thrifty to establish a new customer
feedback capture and management
solution and
introduce training in its
use across Australia and
New Zealand. We all know
that capturing and managing
Member and customer feedback is
a crucial task across the Group. Thrifty
decided that they needed to better
capture, manage and report on feedback
in order to:
• enhance customer experience
• comply with contractual obligations
• set the benchmark for customer
relations in the car rental industry
• use advanced reporting to identify,
track and manage customer
expectations.
This has been a very successful
initiative. This change has been a much
anticipated one for Thrifty as it will serve
as the catalyst for a significant leap
forward in technology and innovation,
and ensure continuous service
improvement that benefits our Members
and customers.
NRMA TOURISM
AND LEISURE
Late last year, the Strategy team and
NRMA Tourism and Leisure CEO Keith
Stanley asked the Innovation team to
investigate areas of potential change at
NRMA Travel. One area was to eliminate
activities that didn’t add value.
For example, a large part of one
person’s time was spent uploading
data to a system that was barely used.
Now that person is happily working to
support increased sales of new travel
products.
POOL OF EXPERTISE
Another initiative was to use our own
pool of expertise to train product
managers in good negotiation practice
to improve the profitability of
their portfolios.
Thank you to Head of Procurement Linda
Eames who shared her rich industry
experience and skills with the product
management team.
If you have any ideas and want to
make a difference, drop us a line at
[email protected].
NRMA Batteries wins international award
Gary Campbell (centre)
hands the award to Matt
Dickinson and BACE Product
Specialist Jenna Grima.
06
NRMA BATTERIES has won an
international award for having
the highest level of Member
acceptance.
The award was one of
several presented at the
2011 International Battery
Conference in Charlotte, North
Carolina, which was attended
by EGM Motoring Assistance
Owen Gilbert and General
Manager Integration Gary
Campbell.
The conference attracted
most Australian auto clubs and
clubs from New Zealand, North
America, Canada, the UK, the
Netherlands, Germany, France
and Belgium.
‘It was a very successful
conference and the clubs took
away some great ideas and
innovations to use in improving
their businesses,’ Gary said.
‘The big award for the night
was the World’s Highest
Member Acceptance award,
which assesses battery sales as a
percentage of the number of
Memberships of the relevant
club. NRMA won this award
and Owen and I accepted it on
behalf of NRMA.’
During 2010, NRMA sold
NRMA Batteries or, more
importantly, the battery service
to just over 12 per cent of all
NRMA Members. ‘The battery
service is rated extremely
highly by NRMA Members
and clearly drives Member
engagement,’ he said.
‘Our thanks and
congratulations go to all staff
who recommend and direct
Members to the NRMA Battery
replacement service, ensuring
those Members receive a
great service and a great
product. You are world leaders.
Thank you all.’
Batteries, AutoGlass and
Car Electrics (BACE) Business
Manager Matt Dickinson
thanked employees across our
Call Centres, Patrols and the
other parts of our business
help make our Members aware
of our great products and
services. ‘The award gives our
team great encouragement
and will drive us to go further
in our quest to keep our
Members and customers
informed about our battery
and other services,’ Matt said.
1 + 1 + 1 DOESN’T
ALWAYS EQUAL THREE
Patrol 554 Brian Hull runs
the MDT through its paces
WE ALL KNOW THAT PREVENTION is
better than a cure, and no one ever
wants to go through the awful pain
and suffering of an injury, but do we
really know what it takes to prevent one?
During the recent Patrol Forums at
North Strathfield, Patrols learnt more
about how a sequence of events can
cause injuries to occur. During the
forums, Russel Fawcette from Spinal
Cord Injuries Australia presented a
powerful message to our Patrols about
the impact of a serious injury. Russel
was just 17 when he was involved in a
motor cycle incident which changed
his life forever. Russel is now 47 and
has lived his life in a wheelchair since
his accident. The impact on Russel and
his family has been enormous, his life
is very different to most but, as he told
the Patrols, you can get on with things
and have a great life.
The key point that Russel made was
that there were a number of things
that caused his accident. He was riding
along a dirt road, he was tired and not
thinking, he was distracted by other
thoughts, there was a hole in the road,
and he hit the only tree around for
miles. If just one of these things had
been different, then he may not have
lived his life in a wheelchair. He then
challenged everyone in the room to
think about times when they maybe
at risk and where if not for luck, or that
millisecond, or that inch, things may
have been different. Have you had one
of those moments where you go ‘Phew
that was lucky’.
Perhaps it was texting while driving,
talking on the phone, running to make
an appointment, or that old classic ‘I’ll
just do it this once, it will be ok’. Russel
was not a risk taker, a speed demon or
acting recklessly, he just happened to
have a situation where as he described
it, one + one + one didn’t add up to
three in his situation, but instead
equalled catastrophe.
We encourage everyone, to ‘take
five’ for your safety, take your time to
plan things, and look out for your own
and your team’s health and safety.
FIRST TASTE
OF NEW
TECHNOLOGY
FOR PATROLS
THE PATROL FORUMS held at North Strathfield from May
31 to June 3 was the perfect opportunity for Patrols to try
out the new Mobile Data Terminals (MDTs). The interactive
training workshop gave the Patrols the chance to get a feel
for the Panasonic H2 Field and discuss the terminal with
the MDT trial participants and a representative from the
supplying company, Panasonic.
The updated technology gives our Patrols potentially
different and improved communication channels
including email and access to our intranet Blue. The new
terminals are an essential part of NRMA’s ‘bulletproof the
core’ strategy to ensure the core business of Roadside
Assistance has the best technology and training to
maintain our legendary service for Members.
Training sessions will be held for all metro and regional
Patrols when the new MDTs are deployed into their
vehicles throughout August – October.
Contractor and large to medium Country Service
Centre Patrols are receiving Personal Digital Assistants
(PDAs) which give ‘real time’ monitoring of our country
breakdowns for the first time.
FROM LEFT: Divisional Manager
NSW AutoGlass Ryan Ford, NRMA
AutoGlass Champion Chris Kovacs
and General Manager Club Assist
NSW Peter Nadori.
GOOD LUCK CHRIS
CONGRATULATIONS TO AUTOGLASS
fitter Chris Kovacs who will represent
NRMA at a national auto glass
fitting and installing competition in
Melbourne next month.
The winner of the national
competition will compete in the Glass
Olympics in Memphis Tennessee later
this year. The competition is focused
on quality not speed, and so underpins
the NRMA Member Experience focus.
Chris earned his place in the
national competition when he was
awarded the title of NRMA AutoGlass
Champion at a recent ‘fit off’ to
identify the best state AutoGlass fitter.
The Glass Olympics plays an
important role in the auto glass
replacement and repair industry and
provides technicians and businesses
with the opportunity to showcase and
learn new skills and techniques in a
competitive, yet friendly, environment.
We wish Chris well at the national,
and hopefully world, championships.
Great feedback on
SAFETY BOOKLET
OUR ROAD SAFETY ACTIVITYY bbooks
k are receiving
i i greatt
feedback as we distribute them to schoolchildren all
around Sydney.
Motoring Education Manager Venera Owens said
NRMA employees had handed out more than 8,000
copies at their children’s schools. ‘We had 28,000 in
hands of Patrols and CSCs to distribute on jobs and
NRMA business units such as MotorServe are using
them in their centres,’ Venera said.
‘I would like to thank everyone who got involved in
talking about road safety education and sharing our
education resources with the community.
‘For example, Group Head of Risk and Environment
Libby Rankin took 300 copies for Balgowlah Heights
Primary School which invited a Patrol along to deliver
them. Patrol 826 Enzo Leto arrived to talk about NRMA
to the infant school’ (see picture above).
The teachers and Venera also spoke about road
safety and the children were allowed to look inside
the van and learn a little bit more about how we help
people.
Here is some employee feedback on the activity
booklets:
ycare centre.
r my children’s da
fo
es
pi
co
40
d
re
I orde
the children,
ad safety and took
ro
t
ou
ab
d
lke
ta
They
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Staff can order safety booklets for their schools and
sporting clubs by emailing Damia Makari in Motoring
Education on [email protected].
07
TEAM PROFILE
HERE TO
STAY
THE OUTBOUND CONTACT CENTRE formed in 2008 with six
Customer Service Representatives to increase our
membership renewals.
The team was established as a pilot under the leadership
of Kylie Pretty and after three successful years was given
permanent status last month.
‘I was confident in the team’s ability to deliver
outstanding results and provide our Members with an
exceptional Member experience by strengthening their
relationship with NRMA and increasing the likelihood of
renewal,’ Kylie said. ‘I have never worked with a team as
passionate and hardworking as the Outbound CSRs and I
was proud to be their manager.’
That Outbound team of six has now grown to 26 people
who work on winning our Members back or encouraging
those whose memberships have lapsed to rejoin. They are
also involved with Marketing campaigns such as data
capture and HUG, which targeted members who were late
with payments. ‘Also, the Membership Product team
provided unwavering support with incentives to motivate
the already passionate staff,’ Kylie said.
Current Outbound team Manager Rachel Williams said
the team has been instrumental in aiding membership
retention rates for 2010/11. ‘From the initial trial in 2008 to
the present day, the team has gone from strength to
strength, never missing a target and achieving its
2010/2011 annual target of $2 million by mid April – a truly
phenomenal effort. In May alone the team made a total of
$726,000,’ Rachel said. ‘The Outbound Contact Centre is an
integral part of our strategy objectives to optimise business
performance and bulletproof the core,’
The CSRs pride themselves on having friendly and
genuine conversations with Members to work on building
real relationships for a great Member experience.
The Outbound team has also supported the Gosford
Membership Sales Team during periods of high call
volumes, made valuable contributions to Motorserve
campaigns, helped the Safer Driving School with callbacks
and even Roadside Assistance on the recent MAD day (days
after public holidays are always busy and therefore are
named MAD days).
MEET THE
Outbound Contact Centre
PORUS MASALAWALA, CSR
DEEPAK GYAWALI, CSR
RYAN BEEBE, CSR
Earliest memory… falling asleep in a
wardrobe while playing hide and seek
and sparking a major manhunt for a
naughty three-year-old
Which TV character do you relate to?
Ray Romano because of the comical
events occurring in our lives
What superhero power would you like
to have? To bring joy and laughter in
people’s lives I touch
Teen idol? ABBA – can’t believe I
admitted it
What are you doing this weekend?
Entertaining overseas visitors and
watching my mighty Tigers go around
in the NRL
What book would you recommend?
The secret by Rhonda Byrne
Earliest memory… My parents taking
me to the zoo when I was six-years-old
Which TV character do you relate to
the most and why? Aladdin for his
adventures
What superhero power would you like
to have? The powers of Superman
Teen idol? Bollywood actor Salman
Khan
What are you doing this weekend?
Training at the gym
If you had only one day to spend $1
million what would you do? Throw a
party and invest in the stock exchange
Which actor would best play you in
the movie of your life? Johnny Depp
Best meal you’ve eaten in a restaurant?
Thai Duck and Tom Yum Soup
Earliest memory…being dropped off at
daycare for the first time and
wondering why my mum was giving
me away to strangers
Which TV character do you relate to?
Ted from How I Met Your Mother
because he is a nice guy who often
strikes out with the ladies
Teen idol? Derek Jeter from the New
York Yankees
What are you doing this weekend?
Going to the Blue Mountains and
catching up with friends.
If you had only one day to spend
$1 million what would you do? Rent a
luxury resort and bring all my friends
and family for a big reunion
First car…a gold 1993 Nissan Maxima
NISHANT SHARMA, Shift Support/
CSR
BINITH GYAWALI, CSR
TERRY CHANDRAMUN, Shift
Support/CSR
RACHEL WILLIAMS, Acting
Outbound Team Manager
Earliest memory… talking with my
father and wondering how he came to
be so smart
What superhero power would you like
to have? Teleportation and telekinesis
What are you doing this weekend?
Taking my three sons to the movies to
see the latest X-Men movie
What book do you recommend? Fight
Club by Chuck Palahniuk
What useless fact do you know? DNA
stands for Deoxyribonucleic Acid – I’ve
never needed to use it...until now
If you had only one day to spend $1
million what would you do? I would
just spend it on everyone I know and
myself too
Celebration
Head of Sales and Channel, Tania McNaught expressed her
pride in the team’s progress over the past few years. ‘We
have seen the Outbound Contact Centre continuously reach
new milestones in revenue and yield, but what is most
outstanding is their dedication to building a formidable
team, through a real focus on attracting the right people,’
she said.
‘The focus on recruitment, coaching and quality
assurance strategies, under the watchful eye of Rachel
Williams, has allowed this team to be an ongoing success.
‘Their May milestone in sales was achieved with the
guidance of team leaders Rachel Williams and Nishant
Sharma. It’s great to witness the dedication of team leaders
on the phones each month seeking every opportunity to
over perform those monthly KPIs.’
08
Earliest memory…In seventh grade,
trying to play chords on guitar
What superhero power would you like
to have? To be invisible on Facebook
Teen idol? Basketball player Allen
Iverson
What are you doing this weekend?
Going to a birthday party
What useless fact do you know?
Coca-cola would be green if colouring
wasn’t added
If you had only one day to spend $1
million what would you do? Party in
Las Vegas and invite all my friends
Best meal you’ve eaten in a
restaurant? The seafood platter at
Jordan’s at Darling Harbour
Which TV character do you relate to?
Russell Brand as he never pretends to
be someone he is not
Teen idol…David Beckham
What are you doing this weekend?
Going out with the mates
What book would you recommend?
The Game by Neil Strauss
If you had only one day to spend $1
million what would you do? Buy a
house, superbike and donate to charity
Which actor would best play you in
the movie of your life? Russell Brand
because we have a similar personality
although my wife isn’t Katy Perry
First car…never had a car, I would
prefer a motorbike
Favourite song…Turbulence by Inme
Earliest memory… scoring the winner
in my under 9s grand final
Which TV character do you relate to?
Vince from Entourage because he’s
smooth and gets all the ladies
What superhero power would you like
to have? The ability to read people’s
minds
Teen idol? David Beckham.
What are you doing this weekend?
Partying in Kings Cross
What useless fact do you know?
People used to rob petrol stations, now
petrol stations rob people
If you had only one day to spend $1
million what would you do? Buy a
Ferrari, motorbike, jet ski and a house
PAM FOX, CSR
Earliest memory…seeing Santa’s foot
go up the chimney!
Teen idol… Johnny Depp
What book do you recommend? The
Hobbit by JR Tolkien
What useless fact do you know? The
word racecar and kayak are the same
whether they are read left to right or
right to left.
If you had only one day to spend $1
million what would you do? Go
overseas to my home and see my
family and friends
Which actor would best play you in
the movie of your life? Julia Roberts
First car…My dad’s Lexus
Favourite driving song…anything by
Beyonce
CCC CHATTER
FAREWELL JAY...
After five years at the Gosford Contact Centre, our
Customer Contact Centre Employee of the Year Jay
Kumar left NRMA on May 29. Jay was warmly
regarded by her team who cheered enthusiastically
for her when she accepted her award at the True
Blue Awards 2011. She will be missed by her work
colleagues who wish her well.
...AND SHANE
L–R: Dom Candido, Di Metz, Denise
Guest, Jay Kumar, Leeanne
Watherston, Annie-Marie Holder and
Terry Davidson.
Customer Service Representative Shane Kapor left
NRMA on Friday May 27. Shane had worked for
NRMA for almost nine years and was a valuable
team member.
Di Metz
Shane Kapor and
Denise Guest.
L–R: Jessica Mitchell
and Sandy Hagarty
Jessica Mitchell
INAUGURAL TRAINING SESSION
Member Experience Manager Sebastian Zagarella attended the inaugural session of the Member Experience Staff Development Program that is
being piloted with the Membership Sales Team Consultants at the Gosford Contact Centre. For feedback from those who have completed the
training turn to page 4.
FRONT ROW L–R: Julie Finney, Louise Tumai, Heather Johnston, Tahla Grace, Natalie McCrea, Bev Bickle, Kerrie Preston; back row Rebecca Stanford,
Sebastian Zagarella, Di Metz, Terry Davidson, Kevin O’Hara, Jan Ghisoni, Peter Saunders, Alisha Smith, Steve Page, Andy Jenkins.
MORE REASONS TO CELEBRATE
THRIFTY GAME
Sales Team Manager
Annie Holder was
surrounded by flowers
and balloons on her
birthday.
Congratulations to CSR
Robyn Carter who
celebrated 32 years at
NRMA last month.
Thrifty recently introduced Contact Centre
Bingo into their centre at Mascot.
‘We have 10 questions on the bingo card,
such as ‘Book a compact car from Sydney
Airport for 10 days,’ said Thrifty Contact Centre
Supervisor Jessica Mitchell. ‘Once the call
taker has taken that call, they write the
reservation number on their bingo card.
When they have filled out the whole card
they email everyone BINGO. Super Pod
Reservation Consultant Sandy Hagarty won a
$2 scratchie which had a $20 prize.’
09
HELPING OUT
YOUTH OFF THE STREETS TURNS 20
YOUTH OFF THE STREETS CELEBRATES 20 YEARS OF ASSISTING HOMELESS AND DISADVANTAGED YOUTH.
MAIN: Head of Community Engagement and Member Motoring Brad O’Hara presents 15-year-old Sudanese refugee Augustine
with the NRMA YOTS Youth Scholarship in 2010. The $10,000 scholarship supports Augustine’s studies in mechatronics and
robotics at Griffith University.
THIS YEAR marks 20 years since Father
Chris Riley founded the charity
organisation Youth Off The Streets to
assist homeless and disadvantaged
young people by providing
accommodation, education,
psychological services, drug and alcohol
rehabilitation, early intervention and
community outreach.
From humble beginnings in 1991 as a
food van delivering meals to young
homeless people on the streets of
Kings Cross, Youth Off The Streets is
now a major youth specific accredited
charity that is recognised for its
innovative services and unwavering
response to need.
‘Its amazing, you start out thinking,
if I can just help one young person
break the cycle of poverty and abuse
it’ll all be worthwhile and then, before
you know it, 20 years have gone by and
you suddenly realise you’ve contributed
to helping over 50,000 kids,’ said CEO
and founder, Father Chris Riley.
Now operating over 25 services in
NSW, Father Riley and his team have
been recognised for responding to
communities needing urgent
intervention, most notably in the
aftermath of the riots at Macquarie
Fields and for the effective early
intervention programs they have put in
place to re-engage young people in
community life across regional NSW.
Positive change
‘The positive changes these kids make
to their lives by accessing our services
wouldn’t be possible without the
generosity of our supporters, volunteers
and tireless working employees who
share my belief that every young person
should be given the opportunity to reach
their full potential.
‘I would especially like to thank NRMA
and its employees who have been valued
supporters of our services since 2002,
providing over $150,000 in funding and
regular volunteer hours on our nightly
food van as well as work placement
opportunities for our young people,’
Father Riley said.
‘Most of all, I would like to thank the
young people we have worked with who
have made this all worthwhile. Their
courage, resilience and ability to
overcome adversity to make the most of
the opportunities that come their way
will never cease to motivate us to
continue to provide for them.’
RED NOSE DAY
JJUNE 24
RRED NOSE DAY is the major fundraiser
fo
for SIDS and Kids, an organisation
de
dedicated to saving the lives of babies
an
and children during pregnancy, birth,
in
infancy and childhood and to
su
supporting bereaved families.
SIDS and Kids held the first Red Nose
D
Day in Australia in 1988, selling around a
m
million face noses and raising about $1.3
m
million. As the day was such a success,
or
organisers decided to make Red Nose
D
Day an annual national event.
NRMA HELP
FOOD VAN: NRMA employees have
taken this program to heart and it is our
most popular volunteer event to date.
We sponsor the food van annually
allowing it to serve dinner to the
homeless every night of the year.
APPRENTICESHIPS: NRMA MotorServe
has helped our first YOTS young person
to become an apprentice mechanic and
gain employment within the MotorServe
business in 2011.
YOTS SCHOLARSHIP: We are proud to
support one young person each year to
10
fulfil their educational, sports or creative
dream. These young people have fought
many personal hardships to be able to
take on this opportunity.
MACQUARIE FIELDS COMMUNITY
OUTREACH: We have donated computer
and sports equipment to help develop
this program to help disadvantaged
families in this area.
CHRISTMAS HAMPERS: Another
popular volunteer event, we help to pack
and deliver hundreds of hampers each
year to families across NSW.
ABOVE: NRMA employees pack
Christmas hampers
LEFT: The food van is in action every
night of the year in Darlinghurst
PATROL VANS
DON A RED NOSE
Patrol vans across NSW and the ACT will
all wear a Red Nose magnet throughout
June, helping to spread the message for
SIDS and Kids.
Office employees can volunteer their
time to sell Red Nose Day merchandise
or purchase a product in their office
throughout June by emailing
[email protected].
General Manager Integration
Motoring & Services Gary Campbell
on last year’s Red Nose Day.
NRMA HELPING PEOPLE AWARDS 2011
MAY 23 – JULY 29
THE NRMA HELPING PEOPLE
AWARDS are once again looking for
those unsung heroes in our
communities who work tirelessly to
lend their time and compassion to a
range of causes.
WE ARE LOOKING FOR VOLUNTEERS
IN THE FOLLOWING CATEGORIES:
1. Community Volunteer Award
(25–59 years old)
2. Senior Volunteer Award
(60+ years old)
3. Conservation Volunteer Award
(17+ years old)
4. Young Volunteer Award
(17–24 years old)
Winners will receive $5000 for their
nominated charity and a fantastic
Australian holiday for two.
NRMA employees are not eligible to
enter but you can nominate family,
friends, neighbours and they can do
the same.
For more details on how to
nominate visit mynrma.com.au/
helpingpeopleawards
The winners of the Helping People
Awards 2010 with NRMA President
Wendy Machin (fourth right) and
Director Kyle Loades (second right).
CURRENT NEWS REPORTS suggest that the
introduction of a carbon tax would end our
economy, so the Environment team thought
you might like some news on what is
happening elsewhere.
From a vehicle stand-point, manufacturers
have developed a range of alternatives – they
too think the solution lies in a mix of choices
rather than a silver bullet.
HYDROGEN FUEL CELL
The hydrogen fuel cell is back in favour as it
can power cars of any size to ensure long range
driving. Smaller electric vehicles will have a
place for city commuters and hybrid electrics
could fill the need for medium range driving.
At a government level, many are providing
the necessary financial and legislative backing
required to make the new technology a viable
reality. The US Government has just committed
to powering 100 per cent of its government
fleet by renewable energy by 2015 with the aim
of reducing petrol imports by one third by 2020.
Sweden has declared there will be no petrol
vehicles in its cities by 2030, and the EU is
exploring a similar goal.
California, the world’s seventh largest
economy, has just enacted the Renewable
HELP PEOPLE living on the streets of Sydney and the Central
Coast this winter by donating your new or pre-loved woollies.
We are collecting jumpers, scarves, blankets and anything in
between for Youth Off The Streets who will distribute to those
in need throughout June and July.
Items must be new or freshly cleaned so please do not donate
much-used or damaged items.
Donation bins will be located in the following areas
during June/July.
• North Strathfield, Level 1 Kitchen (near vending machines)
• Gosford Kitchen
• Wynyard Kitchen
Spend a day in
your community
Join the conversation
about our unsung
community heroes
on the NRMA
Facebook page.
CLIMATE CHANGE
AND GLOBAL ACTION
GOING SOLAR
WE WANT YOUR WINTER WOOLLIES
Energy Resources Act that will ensure 30
per cent of power is sourced from
renewable sources such as solar by 2020.
Britain has committed to halving its
1990 emission levels by 2027 with a
significant part of that coming from
changes to cars and energy.
JJUNE
St Vinnies CEO
Sunnyfield Art
Red Nose D
Workshop, Syd Therapy Help raise funds for ay
the SIDS and
ney
Kids Foun
Join
the Penrith Regio
nal Art Gallery
for an Art Therapy
class and show yo
ur
creative side with
wonderful people
from Sunnyfield.
Date: Thursday, Jun
e 23
Time: 10am–2pm
Where: Penrith Re
gional Art Gallery
JULY
AGGRESSIVE TARGETS
China, held up as the great polluter,
recognises the pressing environmental
issues facing them and has set
aggressive targets for CO2 reduction to
40–50 per cent of 2005 levels by 2020
in its new five year plan. Their
high-speed rail network will be larger
than all the world’s rail networks
combined by 2020. One million electric
vehicles will be powered by smart grid
electricity technology by 2020 and 15
per cent of its energy supply will come
from renewable sources by 2015.
OIL DEPENDENCE
A carbon tax is just the tip of the melting
iceberg and that’s why NRMA continues to
urge the Australian Government to develop
a national strategy to reduce our oil
dependence and support alternative fuels
and vehicle technology.
Youth Off The St
reets
Food Van
British global clean power systems company
Intelligent Energy is leading a consortium
that has developed the hydrogen fuel cell
Black Cab. The cab (above) is one of the fleet
of the zero emission taxis being supplied by
the consortium in time for the London
Olympics in 2012.
Photo: Business Wire
Starlight Found
at
ion
Sleepout Art
Sponsor our Grou
Attack,
p CEO Tony Stuart
as hee
takes part in the
He
lp
cre
ate a range of cra
St Vinnies CEO Sle
ft packs
epout
at Luna Park to rai
and activities for
se money for the
entertaining
homeless.
seriously ill kids in
hospital and at
Date: Thursday, Jun
home.
e 16
Time: 6pm – 7am
Date: Monday, Jun
e 20
You can also spon
Time: 10am–1pm
sor Tony’s sleepou
t after
the event. Visit: ce
W
he
re: North Strathfi
osleepout.org.au.
eld, Building K
dation on Red No
se Day
Date: Friday, June
24
Visit the Red Nose
Day
rednoseday.com.au website at
and register to
sell merchandise
in your area.
Greening up La
ne
C
155 Joion thvee CoNational Park
nservation Volun
teers
team in this beau
tiful part of the
world and help th
e local environme
nt.
This is a great tea
m building
opportunity.
Date: Friday, July
15
Time: 1pm–5:30p
m
Where: Lane Cove
National Park.
BBus transport and
lunch included.
Help prepare/serv
e foo
the homeless living d and chat to
on the streets of
Sydney city.
Time: 9pm–12 mi
dnight
Location: Marrickv
ille to prepare foo
d
and then Sydney
city
Volunteers: We are
currently full.
Please register yo
ur interest to receiv
e
available dates for
July/August/Sept
.
More info
NRMA Group employees have seven hours leave each
financial year to volunteer for a charity of their choice.
Register for volunteer activities by emailing community@
mynrma.com.au. Please check with your manager before
registering for any event.
11
THE GOOD OIL
1 TOP 5 FASTEST CARS 3
2
FIFTH: You can tell the Koenigsegg CCX
has a blistering top speed of 394km/h
just by looking at it. Scary.
FOURTH: The American-built Saleen S7
can hit 399km/h.
THIRD: The Porsche 9ff GT9 is one of
three cars able to break the 402km/h
barrier.
SECOND: And you thought the 403km/h
Bugatti Veyron would be top of the list.
Not any more.
FIRST: The top spot now goes to Shelby
Supercars and the 413km/h SSC Ultimate
Aero. Guinness World RecordsTM verified
that Shelby SuperCars’ Ultimate Aero
is officially the ‘Fastest Production Car’
in the world. This is the first time the
production speed record title has been
held by a US auto manufacturer since the
Ford GT40 claimed the record in 1967.
Engineering a production car capable
of speeds in excess of 400km/h is truly
a significant task. In order to fit the
definition of a production car, the vehicle
must use pump gas and conform to all
DOT/EPA regulations including emissions
SMARTPHONE APP
COULD REPLACE CAR KEY
IT CAN ALREADY warn of parking officers,
order your groceries and boost your share
portfolio, but soon Apple’s iPhone could
effectively replace your car keys.
General Motors is working on an app
for the iPhone and rival Google phone for
some of its cars sold in the United States.
The application will allow drivers to
activate all of the traditional key features,
including unlocking the doors and
opening the boot.
There will also be a remote start
function that could prove handy for
warming up the car on colder mornings.
If you forget where you parked you can
set off your car’s horn and lights so it can
12
alert you to its location.
The app will also display a vehicle
health report, which will include
information such as fuel range, oil
life, tyre pressure as well as a lifetime
breakdown of average fuel economy for
the car.
Unfortunately, the app will only be
available in the US, Canada and China,
with buyers of Chevrolet, Cadillac, Buick
and GMC expected to be able to control
their car from their phone within a few
months.
The app will be run as part of an invehicle safety and security system called
OnStar.
and safety. These restrictions not only
make it difficult but very impressive for
production cars to produce such high
performance figures.
With 880kw (1183 bhp) and 1480Nm
(1094 ft-lbs) of torque, the Ultimate
Aero produces more emissions-legal
horsepower than any other production
automobile in the world. Despite
being designed to run at redline for
extended periods of time, the Ultimate
Aero remains remarkably drivable. The
proprietary twin-turbo V8 power plant
retains excellent idle characteristics,
and thanks to a drag coefficient of just
.357, Langley Full Scale Wind Tunnel
testing calculates the vehicle to be
aerodynamically stable to speeds up to
440km/h. Featuring all the amenities
found in a luxury sedan, the supple
leather/suede interior is highlighted
by custom Recaro seats, a 10 speaker
premium system, DVD/navigation/
backup camera, and a cab-controlled lift
that raises the front an extra four inches
to navigate road hazards.
Col Endacott
4
5
HOLDEN’S NEW CONCEPT SPORTS CAR?
GENERAL MOTORS (GM) has unveiled
the Korean-designed Chevrolet Mi-ray
show car at the Seoul motor show – a
radical-looking roadster, it is described
as ‘a fresh look at what sports cars of the
future might be’.
The all-wheel-drive two-seater could
wear a Holden badge here if a more
production-realistic version were built.
A number of Korean-built Chevrolets
have already been rebadged as Holdens
for the local market, including the Barina
city car, Captiva SUV and, until recently,
the Cruze small car.
The Mi-ray, which the company says
is Korean for ‘future’, is constructed from
carbon-fibre and carbon-fibre-reinforced
plastic, with Corvette-inspired flared
wheel arches housing titanium and
carbon-fibre wheels – 50.8cm at the front
and 53.2cm at the rear.
A pair of scissor doors gives the
roadster a supercar-style feature, and the
edgy design has ambient lighting that
runs beneath the main character line
along the side of the car.
GM says the Mi-ray’s cabin is inspired
by a jet-fighter cockpit. The minimalist
interior features side-by-side wraparound
cockpits for the driver and passenger,
with leather sports seats, liquid-look
metalwork and brushed-aluminium trim.
The dash instrumentation is projected
on to the surface behind the steering
wheel in the driver’s line of sight.
The Mi-ray is powered by a petrolelectric hybrid drivetrain – a 1.5-litre
turbocharged four-cylinder engine
mounted at the rear of the car (and
driving the rear wheels), with a pair of
15kW electric motors mounted under the
bonnet (powering the front wheels).
The motors are teamed to a dualclutch transmission, and there is a stopstart system to save fuel.
MORE4U
STAFF OFFERS
Check out the new
‘glamping’ accommodation
at Ocean Beach Holiday Park
IT’S TIME TO
ZUMBA
WELLBEING@NRMA is bringing ZUMBA classes to the
NRMA Group, beginning at North Strathfield on July 20.
ZUMBA is a fun workout for participants of all fitness
levels and age groups. Classes will be held every Wednesday
from 5.15pm to 6pm in Building K until September 21.
Each class costs $10 per person, paid directly to the
teacher – Sandra from the St George Zumba School. There is
a maximum of 30 participants per class.
To enrol go to Blue/Your NRMA/Wellbeing/Zumba.
If you would like ZUMBA to come to your office location
email your request to: [email protected]
Enjoy the sporting
activities at Merimbula
Holiday Park
Kids of all ages enjoy the
huge jumping pillows at
Ocean Beach Holiday Park.
WIN
FOUR
NIGHTS AT AN NRMA
HOLIDAY PARK
AS A VALUED EMPLOYEE of NRMA Group,
did you know that you have access to
discounted rates to all five NRMA Holiday
Parks? Employees receive a 25 per cent
discount in low season and a 10 per cent
discount in holiday and peak seasons.
Situated in breathtaking locations in
NSW and Queensland, the parks are a
favourite with families and adventure
seekers who love the outdoors and
getting together with family and friends.
The parks offer accommodation to suit
all budgets, from villas and cabins to
safari tents, ensuite and powered caravan
and camping sites. You can even try
glamour camping or ‘glamping’ at our
Ocean Beach Holiday Park. Whatever your
preference, there are options for everyone.
To book your next holiday at one of our
superb parks, contact Holiday Parks
directly on 1300 414 448 and mention you
are an employee of the NRMA Group.
COMPETITION
For your chance to win four nights’
accommodation at the NRMA
Holiday Park of your choice, answer
these three easy questions.
Answers can be found at
nrmaholidayparks.com.au.
1. What discount do NRMA Group
employees receive in low season?
2.What is the name of the glamour
camping style of accommodation
that has been recently built at
Ocean Beach Holiday Park?
3.Name one of the locations on the
scrolling images on the
nrmaholidayparks.com.au
website home page.
Email your answers to: internal.
[email protected]
by Friday, July 1.
WELLBEING WORKS!
HERE IS SOME feedback from an NRMA Group employee
about the Wellbeing@NRMA Program.
I just want to give you some positive feedback about your
program. I have participated in a number of initiatives but
essentially it was the Diabetes Australia talk that I went to
that finally got me motivated to stop talking and take action.
I was shocked to find that my risk category was higher than I
thought and that my BMI (body mass index) was out of the
healthy range.
I am now doing a whole range of things differently with
regard to nutrition and exercise and have now lost over 5kg. I
am much fitter, and this week I made it back into the healthy
BMI category.
While the Wellbeing program is not the only reason for
motivating me it has certainly been a trigger and for that I
must acknowledge the program and say thank you!
Name withheld
For more information go to Blue/Your NRMA/Wellbeing or
email: [email protected].
AUSTRALIAN
UNITY
NRMA GROUP EMPLOYEES are now entitled to a 12 per cent
discount* on private health insurance with Australian Unity.
Australian Unity (AU) provides generous benefits on
extras such as dental, optical, physio and remedial
massage. And if the unexpected happens, you can rest easy
knowing that their hospital cover ensures you’ll be looked
after as a private patient with your choice of doctor. For
NRMA Group employees there are no two or six month
waiting periods on many extras including general dental,
physiotherapy, chiropractic and remedial massage so you
can start claiming straight away.# Also, if you transfer from
another health fund, AU will recognise the waiting periods
you’ve already served on similar levels of cover.
To take advantage of this exclusive offer, call 1800 224
244 or visit australianunity.com.au/corporate/
nrmaemployees.
*12 per cent discount includes all other retail discounts and when paid by direct debit;
excludes Overseas Visitors Cover. Not available with other offers.
#Some conditions and waiting periods apply
13
SCRAPBOOK
Our Patrols gathered at North Strathfield this month
for a business and training catch-up and Thrifty
celebrated the onset of winter with some liquid
refreshment and an office snowman competition.
Garry Butler from BACE about
to dissect a battery during an
interactive training session to
see what happens inside it when
it is more than three years old.
Patrol Forums
The Patrol Forums held in North Strathfield from May 31 to June 3 gave
regional and metro Patrols an opportunity to try out new technology and
discuss topics from policy to communication. Patrols took part in interactive
training workshops on, for example, their new Mobile Data Terminals and
listened to presentations on new developments in the business.
ABOVE: Head of Sydney Metro Service Chris Nolan with William Lui
RIGHT: L–R: Patrol 207 Leslie Louis, Patrol 233 Kenneth Clark and General
Manager Integration Garry Campbell
14
Not just any battery
Tumut Country Service Centre proprietor Brenda O’Malley’s son Jack
took part in Tumut’s annual Falling of the Leaf Festival last month and,,
to reflect this year’s theme Powering On, dressed as an NRMA battery.
Local schools use the festival’s opening parade as an activity to get thee
children involved.
Winter wonderland
Employees at Thrifty Head Office in Mascot celebrated the beginning of winter with a Winter Wonderland-themed end of
month get together.
MAIN L–R: National Sales Support Consultant Eve Gambrellis, Regional Sales Manager NSW Renee Lorimer, Relationship
Manager Fiona Southee, Corporate Relations Executive Toga Hospitality Allison Coffey and Thrifty CEO Bryn McGoldrick.
TOP RIGHT: Karen was presented with her voucher by Allison Coffey from Toga Hospitality which provided the prize.
BOTTOM RIGHT: Karen Tyson won a night at the Sydney Travelodge for her prize-winning snowman creation.
Let’s be careful out there
Russel Fawcett (wheelchair) from Spinal Cord Injuries Australia spoke
to Patrols at each forum to highlight the importance of being alert to
their environment and level of fatigue in order to prevent accidents from
occurring. Read more about Russel’s presentation on page 7.
Champions in the west
The Country Champion Days team arrived in Dubbo on May 19 to address frontline employees
about our products and services and competitor activity. They also looked at further areas for sales
opportunities and educated employees on how to drive sales and enhance awareness of Motoring
& Services.
ABOVE: Relationship Manager Elena Sergis (left), Product Support Assistant Manager Maureen
Meredith (second left)and Country West Business Manager Gary Carter (centre blue shirt).
15
THE BOOT
OUR FOOTBALL VOLUNTEERS
John Zevlikaris is
nurturing the budding
talent of the Parramatta
Eels Club.
Whether it’s aussie rules, rugby league or soccer, these three volunteer
coaches are all about the kids once they blow the whistle.
Reg gives his team a pep
talk before the big game.
His seven-year-old son
John is on the far left.
Simon with his
sons Gabe and
Charlie
JUNIOR
UNIOR FOOTBALL ALL OVER AUSTRALIA
relies on volunteers to make it happen
every week. People help set up the grounds
early on cold Saturday mornings and man
the barbeque for bacon and egg rolls and
the canteen for coffees. They manage teams,
functions, trophies and banners so the kids
can run out in their club colours every week.
AUSSIE RULES
Member Relations Manager Simon Tracey
became involved in coaching kids’ footy at
Glebe Greyhounds when he took his eldest
son Gabe down to play for the under 6s a
few years ago.
‘They needed a coach and before I knew it,
everyone else had taken a step back leaving
$5 MILLION CARGO
THE NRMA COUNTRY SERVICE CENTRE at Dungog was called to an unusual job
recently after a $5 million 1925 Doble steam car caught fire while taking part in
the fifth Australian Steam Car Tour.
The Doble was one of 14 vintage cars on the eight day tour which is run by the
Road Steam Engine Association. Once owned by American business magnate the
late Howard Hughes, the Doble was one of two brought out from England
especially for the tour.
Unfortunately, during a trip to the town of Stroud the car erupted into flames
and NRMA Dungog was called to the scene. Patrol Paul Tierney loaded the Doble
aboard the tow truck and carted it back to Dungog.
The car was then stored on the premises, drawing a great amount of attention
from local residents. It was finally carted to Tuncurry and arrangements were
made for the vehicle to be shipped back to England for repairs.
16
m stranded at the front,’ Simon said.
me
‘‘It helped that I grew up playing aussie
rrules. Not a lot of parents from Sydney
kknow much about the great game.
‘I’ve coached Gabe and his team for the
past
p three years and have dropped back
tthis year to coach my second son Charlie in
tthe under 5s, which is very much like cat
hherding. Have you ever tried to get a dozen
five year olds to stand in a line?
‘The Greyhounds has a fantastic
ccommunity atmosphere. There is a
bbarbeque at training every Tuesday and
the
t kids hang around after they’ve finished
tto have a sausage and kick the footy with
their
friends.
t
‘I involve the parents at training as much
as possible, so by season end even the
ones who don’t know anything
about the game have developed
some handy skills as well.
‘I’m an AFL fanatic so I wanted
my kids to play. The great thing
about junior AFL, or Auskick as the
program is called, is that it’s all
about participation. We don’t
grade the players, it’s non-contact
and it’s really focused on the kids
enjoying themselves and wanting
to keep coming back.
‘I mark my success as a coach by
how long the kids hang around after
training or the game to keep kicking
the ball with their friends. The kids
come from all different schools,
different levels of skill and
competitiveness.
‘The great thing for me is to see
friendships form, with the kids and the
parents from season to season, that
wouldn’t otherwise have happened
unless they had been playing for the
Greyhounds.
‘They have years ahead of them to be
competitive and finesse their skills. All I
want them to do is like playing footy.’
RUGBY LEAGUE
Member Relations Consultant John
Zevlikaris is a rugby league man and, as
coach to the under 10s Wenty Magpies, is
nurturing the budding talent of his belovedd
Parramatta Eels Club.
John completed a level 1 coaching coursee
and began coaching this year at the
Wentworthville club. He is about to
become a father.
‘I live nearby in St Mary’s and could havee
coached a team closer to where I live but I
wanted to coach a team from the club thatt
feeds the Eels,’ John said.
‘To be a good coach you need to be a
father figure, mentor, motivator and
counsellor, but I also get a lot out of it. I like
the team aspects, the fun environment,
getting to know the parents and getting to
know the community.’
SOCCER
When Reg Chamberlain’s son’s soccer team
needed a coach this year, he just put his
hand up. NRMA’s Head of Content now
steers the Menai Hawks under 7s in the
right direction every Thursday night for
their Saturday games.
Reg played for the Campbelltown
Collegians Soccer Club from under 9s.
‘I remember learning a lot from my
coach back then and I model myself on him
now when I’m coaching my team,’ Reg said.
‘I’m getting a lot of satisfaction from
seeing them progress from week to week.
It’s my job to ensure that they are having
fun, being active, working as a team. It is
important that they get off to a good start
to their sporting careers. Having fun is easy
because they are a great bunch of kids.
Reg benefits from his coaching role as
well. ‘I’ve met some great people,
especially the parents of the kids in my
team. It is also a great way to spend more
time with my son and a good distraction
from work.’
WIN
a Red
on Day
Balloon
experience
for yourself
and a
colleague
TO CELEBRATE the launch of
our new Group Service
Standards, the Member
Experience committee is
giving away two $100 Red
Balloon Day vouchers. For a
chance to win, just tell us your
story of a time when your
colleague gave a great
Member Experience and
showed the behaviour of at
least one of the new service
standards featured on pages 4
and 5. The author of the
winning story and their
nominated colleague will each
receive a Red Balloon Day
voucher. Send your email to
internal.communications@
mynrma.com.au by Friday
June 1.
COMPETITION W
IN
NER
Congratulations
to Anthony
Monti who has w
on the NRMA
brand campaign
competition.
Anthony decided
he liked Tradie
Rosso best becaus
e he reminds
Anthony of himse
lf. Anthony
wins a $100 gift
voucher from
the Brand team.