The Power to Know the Road Ahead
Transcription
The Power to Know the Road Ahead
New Metro in Copenhagen Constructing a subway under a city of 1 million people. Safer Driving Cassens Transport Inc. How to avoid the five most common traffic accidents. Cassens Transport partners with Volvo to help develop a truck for the auto transport business. The Volvo trucks maga zine for Trucking Professionals • #1/2015 Uptime Services The Power to Know the Road Ahead It’s All About Your Uptime. It’s an undeniable truth. When you run a fleet, downtime is always lurking just around the next bend. That’s why you need Volvo Trucks Uptime Services, a unique suite of products and services designed to help you maximize uptime, increase maintenance efficiency, and safeguard your investment with protection plans customized to your needs. Nothing can slow your business down when you know the road ahead. Learn more: volvotrucks.us.com/Uptime contents Driver’s Digest #1/2015 32 Uptime An inside look at Volvo’s new Uptime Center where technology and people come together to help keep trucks rolling. Now located under one roof, employees dedicated to your uptime support can easily interact with one another face-toface, allowing increased flexibility and faster response times. 14 New Metro in Copenhagen 22 Small Measures for Safer Driving 24 Hauling Autos Moving 3 million tons of soil through a city of 1 million people requires skilled professional truck drivers. How to avoid common traffic accidents. Cassens Transport relies on Volvo Trucks’ VAH for its auto transport. 5 start 28 Safety Awards 38 the year Driver ’s Digest #1/2015 3 e d itor i a l le t t e r Inside Driver's Digest Welcome to the spring issue of Driver’s Digest, where you can find all the latest ways Volvo Trucks continues to lead the industry in fuel efficiency, driver productivity, safety, and uptime. This issue takes a deep dive into Volvo's uptime focus, offering a behind-the-scenes look at the new North American Uptime Center where talented Volvo Action Service agents balance technology and expertise as they help customers keep their trucks moving. The 123,000-square-foot Uptime Center consolidates the people and systems needed to monitor and respond to vehicle issues in real time, help dealers troubleshoot difficult cases and find the necessary parts for repair. Bringing these professionals together under one roof allows them to collaborate and prioritize more quickly and effectively. Continually improving our superior service and support is yet another way we deliver value to our customers. We know that nobody has time for downtime; every second of saved uptime means increased revenue, maximized efficiency and new opportunities. For another look at how Volvo Trucks partners with customers to solve their problems, Driver’s Digest talks to Brian Suhre, vice president, Facilities & Equipment, Cassens Transport Company in Edwardsville, Illinois, about how they teamed up with Volvo to help develop the Volvo Autohauler. Read about how Kriska Holdings Limited and Britton Transport Inc. won the 2014 Volvo Trucks Safety Award and were honored during a ceremony at the American Trucking Associations Management Conference & Exhibition in San Diego, California. The two fleets were recognized for their exceptional safety performance and training programs and each company received $25,000 to further develop their safety-related efforts. Finally, enjoy a deep dive into the fascinating story about the construction of a new subway system under the modern, bustling city of Copenhagen, Denmark. You’ll read about the challenges of transporting more than three million tons of soil through a city of one million people. Now that winter is almost over, we hope to put a spring in your step with the stories and photography celebrating the global Volvo trucking family. Göran Nyberg President, Volvo Trucks North America Driver’s Digest Driver’s Digest is published by Volvo Trucks North America. PO Box 26115, Greensboro, NC 27402 | (336)393-2000 | fax (336)393-3191 | www.volvotrucks.us.com. It is produced expressly for and provided at no charge to drivers, fleet managers, owners, and other professionals in the commercial trucking industry. Contents may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. © 2015, Volvo Group North America, LLC. All rights reserved. Printed in USA. If you have any questions contact us at “[email protected]” 4 Driver ’s Digest #1/2015 start News & updates from the Volvo world Volvo Dealer Network A world-class dealer network offers quality care and maintenance, supported by thousands of service locations across North America. With more than 350 dealers, it’s convenient and easy to fully utilize Volvo Trucks Uptime Services. Benefits available through Volvo dealers include: •Select: 24/7 online parts ordering •Preferred: Credit for parts purchasing everywhere within the Volvo dealer network •Volvo-trained truck specialists •Volvo Genuine Parts Driver ’s Digest #1/2015 5 start News & updates from the Volvo world Uptime Management Remote Diagnostics helps you stay ahead of the road Remote Diagnostics is a revolutionary new way to maximize uptime and expedite repairs. Standard in every new Volvo-powered Volvo truck, Remote Diagnostics helps you avoid unexpected downtime by offering a range of unique benefits, including: •Immediate communication of actionable information so you can make business decisions in real-time. •Proactive diagnostic and repair planning assistance with detailed analysis of critical fault codes. •Streamlined service procedures with parts-on-hand confirmation before a truck arrives for service. ! ! How it works: We focus on more than 50 of the top powertrain service issues and categorize each event according to severity. Yellow cases Fault codes that do not interrupt the truck’s operation and can be addressed at a later date. By identifying these faults and proactively making an appointment for repair, you can avoid a potential unplanned stop. Red cases Fault codes that disrupt truck operation, causing an engine derate or even a shut down, and require immediate service. Remote Diagnostics provides the technicians with critical information ahead of the truck’s arrival so they can get right to work fixing the issue instead of having to first diagnose the problem. The Results: Validated by real customers on real routes with nearly 70,000 trucks on the road currently benefiting from the service. 6 Driver ’s Digest #1/2015 Over 70 percent reduction in average diagnostic time for targeted faults. Over 22 percent reduction in average repair times for targeted faults. Volvo Uptime Center Support to keep trucks moving A dedicated team of uptime experts working at the state-ofthe-art Volvo Uptime Center help customers manage unplanned repairs no matter where they are. The road is an unpredictable place. The Volvo Uptime Center offers around-the-clock assistance anywhere in Canada and the United States. With just a phone call, your driver is connected to a member of Volvo Action Service, a team of highly trained uptime experts who can quickly manage service, schedule repairs and tackle any other issue that happens on the road. Support from the Uptime Center through Volvo Action Service is available at no charge for two years with every Volvo truck and offers access to these services and more: Roadside assistance If the truck can’t make it to the repair facility, Volvo will send help directly to the truck with 24-hour roadside assistance anywhere in the U.S. and Canada. Load forwarding Parts expediting When an unplanned service event prevents the truck from making its delivery, the Volvo team will help find one that can. Either a rental will be found or an arrangement made for the load to be delivered by another fleet. The Volvo team minimizes repair delays by locating the needed parts and making sure they are delivered where and when they are needed. Driver ’s Digest #1/2015 7 start News & updates from the Volvo world Streamline communication Never hear a busy signal again. The ASIST dashboard gives access to every active service event with a click of a button, while customized service alerts keep you informed every step of the way, exactly the way you want. ASIST A service management program to manage assets Volvo’s service management platform, ASIST is a simple, web-based tool that allows fleet managers to monitor vehicle status, receive electronic estimates, approve repairs, issue purchase orders and communicate directly with dealers, no matter the location. ASIST consolidates all maintenance events and communication in one place so there are no invoice or repair surprises. For trucks with Remote Diagnostics, ASIST provides seamless communication between the service manager, the truck, the dealer and the Volvo Action Service team at the Uptime Center. Here are the main features of ASIST: 8 Driver ’s Digest #1/2015 Ensure accurate estimates Online access to estimates allows you to review, comment and approve all estimates before any work is performed. And, with easy access to all maintenance documentation, the invoice will match the approved estimate. Reduce costs and downtime Manage assets with ease Efficiency drives savings. ASIST services generate proven uptime by getting your trucks diagnosed, repaired and back on the road faster. Access information on all your important contacts and equipment in a single place. Make notes on fleet processes and individual assets to guide the service process. Volvo Protection Plans Managing costs over the lifetime of your truck Preventive Maintenance Ride Assured agreements offer unique benefits A Volvo Protection Plan will take the worry and stress out of unforeseen repairs and help manage costs over the life of your truck. There are a variety of plans that can be customized to the fit the needs of your operation. You chose the length and extent of coverage that works best for your specific application . Key features of Volvo Protection Plans 1.Avoid future cost increases. Lock in current labor rates and parts prices. 2.Enhanced resale value. Most plans are transferable, adding value to your vehicle. 3.A network of service. Your Volvo Protection Plan is honored at dealerships nationwide. Place the care of your fleet in the hands of highly trained Volvo professionals with a Ride Assured pre-purchased service plan. Ride Assured plans improve vehicle uptime, increase productivity and provide peace of mind by making sure all required maintenance is done efficiently and done right. Choose from a full menu of services exclusive to authorized Volvo Trucks service locations, and get access to genuine Volvo parts, warranty adjustments, service programs and performance updates at pre-planned maintenance intervals. Volvo Genuine Parts Proactive repair management Easy access to the right parts when and where you need them. Every service event triggers an automatic check for pending maintenance, recalls and service programs. Volvo-trained truck specialists Repairs done fast and accurately by highly trained Volvo specialists at Volvo service centers around the country. Driver ’s Digest #1/2015 9 start News & updates from the Volvo world Technician shortage solutions DATE program trains the best and the brightest for Volvo service departments No question about it: The trucking industry is experiencing a severe shortage of qualified diesel technicians, and experts are certain that the problem will only get worse. Like the driver shortage, senior technicians are retiring and there are not many new recruits coming in. If unchecked, the problem could lead to delays, downtime and delivery headaches for drivers in need of service or repairs. And for Volvo Trucks, that’s simply unacceptable. To tackle the technician shortage, Volvo has partnered with WyoTech, one of the nation’s largest diesel specialty schools, to create the Diesel Advanced Technology Education or DATE: a unique, 10 Driver ’s Digest #1/2015 customer-focused program that trains quality, highly skilled service personnel for Volvo dealerships. DATE provides training specifically for Volvo powertrain, emissions and electrical systems. Applicants from across the country are carefully screened for attitude, ability and passion for the industry – all of which are criteria for acceptance into the program. It’s a rigorous course. Students must complete two six-week semesters that include 500 hours of theory, shop time, maintenance training and testing. They learn about everything from suspension and brake systems to engine electronics, automated transmissions, SCR emissions, diagnostics, troubleshooting and more. Dedicated To The Volvo Product DATE was developed to recruit highly skilled and motivated service apprentices directly into the Volvo dealer network. Bob Neitzke, owner and president of GATR Truck Centers in Sauk Rapids, Minnesota, gives it high marks. “Recruiting DATE graduates is an excellent way to get talented technicians,” says Bob. “It’s a comprehensive program, and students are dedicated to the Volvo product when they come out. That’s a huge advantage. They’re up with the technology and the vernacular, and they understand what we’re working on. They’re well trained in our truck models and our OEM requirements.” It’s All About Uptime “When your truck’s down, it costs you money,” Bob says. “Nobody wants to come to a shop, so the faster we can fix it, the better. Thanks to DATE, we can put individuals on jobs sooner than other shops can, which gives our customers an uptime advantage. When a truck has trouble, we’re in a better position to bring it in, fix it quickly and get it back on the road.” A Smart Solution To A Complex Problem The last thing a dealer wants is a staffing problem that slows turnaround or compromises repair quality. Volvo’s DATE initiative is a proven source of Nicole Porter: A date graduate who is poised to become Volvo’s first female master technician “When WyoTech offered me a place in the DATE class, it was a no-brainer.” At age 25, DATE graduate Nicole Porter is an apprentice diesel specialist who’s poised to become Volvo’s first female master technician. We asked her for the graduate’s perspective on the DATE program experience: skilled service technicians, and customers can have full confidence in DATE graduates employed at their local dealership. Their presence confirms a great career path for the technician, added capacity for the service department, and improved uptime for any Volvo truck brought in for service. “These are highly complex engines, and DATE graduates are savvy with the latest Volvo electronics and diesel technology,” adds Bob. “These technicians can go right to work making a difference for our shop and our customers.” To learn more about the DATE program for Volvo Trucks, call WyoTech Career Services at 800123-4567, or visit www.wyotech.edu. Q: You’ve been on a career fast track. Tell us about your current position and the service department you’re part of. A: I’m a technician here at GATR Truck Center. We have 14 bays, with as many as 14 techs working each shift. I do everything from oil changes and brake overhauls to major repairs. And I enjoy every part of it. Q: What made you decide to enroll in the DATE program? A: After general tech school I was planning to work for a Peterbilt or Kenworth dealership. When I had a chance to join the DATE program at WyoTech, I looked into the Volvo brand and researched the company. Volvo was clearly an excellent OEM with a leading-edge product, and I knew I could have a career there. DATE was the best way to get on board. Q: Can you describe the DATE program you went through? A: It was a three-month mix of hands-on training and online homework. My DATE classes focused entirely on Volvo trucks. We studied electronics and all the other systems, and tore down an engine and put it back together. We also got an inside look at the I-Shift, which is an amazing transmission. I’ve driven other automatic truck transmissions that were difficult to operate. But the I-Shift is like having an automatic transmission in a car. It’s awesome and so efficient. Q: What do you think makes the DATE curriculum so effective? A: Two things. First, all my instructors were certified Volvo master technicians. They taught us everything that Volvo teaches. Second, we worked exclusively on Volvo trucks. It’s valuable to spend quality time becoming an expert on one specific brand of truck. Q: What opportunities did DATE training open up for you? A: Before I knew about DATE, I was looking for the next step in my tech education. I was planning on taking another class, but didn’t know what to study. So when WyoTech offered me a place in the DATE class it was a no-brainer. After the class started, the folks at GATR got in touch with me. Hello, career! The opportunity to advance quickly is another huge benefit. If you’re just starting out and working up the ladder, it takes five to six years to become a master technician. But with the DATE program it only takes about three years. Faster is better! Driver ’s Digest #1/2015 11 start News & updates from the Volvo world Göran Nyberg, North American president of Volvo Trucks, center, presents Hansen & Adkins founders Louie Adkins, left, and Steve Hansen with the 1,000th Volvo Autohauler during an Oct. 1, 2014, ceremony at Volvo Trucks’ North American headquarters in Greensboro, North Carolina. Volvo Trucks Delivers 1,000th VAH model to Auto Transporter Hansen & Adkins Volvo Trucks in North America recently delivered its 1,000th Volvo Autohauler (VAH) model to Hansen & Adkins Auto Transport. Developed exclusively for the automobile transport business, the VAH maximizes payload capacity while bringing the value of Volvo’s efficiency and driver productivity to this highly specialized market. The milestone truck, a Volvo VAH 200 model, was presented to Hansen & Adkins president Louie Adkins and executive vice president Steve Hansen during a ceremony at Volvo Trucks’ North American headquarters in Greensboro, North Carolina. 12 Driver ’s Digest #1/2015 Features of the VAH models All VAH models include a package of unique features that reduce overall height to provide the ultimate in loading flexibility. Deep-drop front axles, low-height Volvo Air Ride rear suspensions and reduced-height cab options all contribute to lower overall height, offering the flexibility to position a car, pick-up or minivan over the truck’s cab. A clean top-of-frame behind the VAH cab expedites body mounting and eases trailer hookup. In addition to the VAH 200 daycab model for local hauling, the VAH series also includes the VAH 430 model with a 42-inch sleeper and full-size bunk for regional haul operations. The recently launched VAH 630 model, provides long-haul drivers the room they need for rest, meals and paperwork duties. It features a 61-inch sleeper, offering a full-sized bunk, ample storage cabinet capacity and space for comfort and entertainment amenities. The model is available with either Volvo’s D11 or D13 engine. Volvo’s I-Shift automated manual transmission is standard Volvo Trucks dedicates new VNL model and recognizes new America’s Road Team Volvo Trucks dedicated a 2015 Volvo VNL 780 model equipped with advanced safety features and recognized the 2015-2016 America’s Road Team, the trucking industry’s premier safety outreach program at Volvo’s New River Valley assembly plant in Dublin, Virginia. Magnus Koeck, Volvo Trucks vice president of marketing and brand management, officially presented the new VNL model’s keys to Pat Thomas, American Trucking Associations’ (ATA) first vice chairman, who accepted the truck as the newly selected America’s Road Team Captains looked on. The America’s Road Team program, sponsored by Volvo Trucks, is a national public outreach effort led by expert professional truck drivers who have logged millions of accident-free miles. The 2015-2016 America’s Road Team Captains will travel the country in the new VNL model to help spread the word about how the trucking industry delivers America’s freight safely, securely and on time. The ATA created the America’s Road Team in 1986. Back row: Russell Simpson (Holland), Chad Miller (ABF Freight), Scott Woodrome (FedEx Freight), Randall Luschen (Weinrich Truck Lines), John McKown (UPS Freight), Eric Flick (FedEx Freight), Tim Vogt (Con-way Freight) Middle row: Charles Demchock (Walmart Transportation), Derrick Whittle (Cargo Transporters), Paul Savill (UPS Frieght), David Green (Werner Enterprises), Kirk Weis (ABF Freight), Bill West (ABF Freight), Bill Minor (Con-way Freight) Front row: Danny Smith (Big G Express), Henry Bruster (UPS Freight), Eric Ramsdell (Walmart Transporation), Richie Buitrago (Con-way Freight), Neil Kirk (Penske Logistics) Driver ’s Digest #1/2015 13 DRIVER REPORT Text Per Grehn Photos Nicke Johansson & Alastair Philip Wiper 14 DRIVER ’S DIGEST #1/2015 NORDHAVN, COPENHAGEN, DENMARK A new subway is under construction in Copenhagen, and it will require digging up more than 3 million tons of soil from under the city. Transporting earth through a city of more than 1 million inhabitants represents a real challenge for truck drivers. Johnny Olsen is one of them, and this is his story. DRIVER ’S DIGEST #1/2015 15 DRIVER REPORT T he two guards in front of the truck have lifted their stop signs. Three cars and four cyclists stop and Johnny Olsen gets the go-ahead to drive. The truck slowly rolls down the road and into the construction site. With an experienced hand, Johnny swings his truck to the right and drives up to the automated wheel wash. “Every time we drive in and out of the area, we wash the tires. There would be far too much clay in town otherwise,” says Johnny as he backs into position so that the granite can start filling the twin dump trailers. The construction site is called Trianglen and is located in Copenhagen’s inner city. It will be one of 17 stations on the city’s new metro – known as the Cityringen. The building project, which is the largest in Copenhagen in modern times, consists of two tunnels, each 9.6 miles long and another four construction sites from where the tunnel-boring machines drill their way under the city. The new subway is an extension of the already existing one. Johnny’s task is to carry away the earth that is dug up from underground at the construction sites. When the project is finished, more than 3 million tons of earth will have been transported away from the city’s interior. “Right now it’s probably a bit problematic for those living in Copenhagen. There is construction taking place in so many different locations. Yet in the end I think it will be fine,” says Johnny, who notes that if more people take the subway in the future then there will be fewer cars on the city’s streets. Via the communication radio, Johnny has direct contact with the excavator operator. Huge amounts of earth are collected from a depth of 59 feet by a larger excavator. When the station at Trianglen is completed, its lowest point will be around 131 feet below street level. Johnny keeps tabs on the display in the cab that shows how much soil has been loaded. The truck has a load capacity of 19 tons and the trailer takes 20 tons. The empty tractor-trailer weighs about 23 tons. The front steering axles in combination with the trailer make the tractortrailer very smooth to drive, according to driver Johnny Olsen. The truck is a 2014 Volvo FMX with an 8×4 configuration and dual front axles. 16 DRIVER ’S DIGEST #1/2015 “The truck feels very stable even with heavy loads. The I-Shift transmission is very precise. I think it is a very good truck.” JOHNNY OLSEN, TRUCK DR IVER DRIVER ’S DIGEST #1/2015 17 DRIVER REPORT Four Italian drilling machines are used in the construction of the new metro in Copenhagen. One complete drill weighs nearly 900 tons. During the project, the machines will tunnel their way at a depth of almost 100 feet. The metro will consist of two tunnels, each tunnel is 9.6 miles long, making the total length of new tunnels 19.2 miles. 18 DRIVER ’S DIGEST #1/2015 “Right now it’s probably a bit problematic for those living in Copenhagen. There is construction taking place in so many different locations. Yet in the end, I think it will be fine.” JOHNNY OLSEN, TRUCK DR IVER The truck shakes slightly each time the excavator operator adds a new load. Johnny gives the signal via radio when the display shows 62 tons. The truck is fully loaded. “Now we are going to Nordhavn – that’s where we leave the load,” says Johnny and drives out from the site. Copenhagen is growing, and in the old port district north of the city center, several construction projects are ongoing where houses and offices are being built for thousands of new Copenhageners. At the far end of this neighborhood – Nordhavn – there is also construction underway for a new container terminal and cruise ship port. To accommodate this, a new 100-acre tract of land is being created, using some of the soil from the subway construction. The new land is slowly spreading out onto what was once the sea. On the way across town to Nordhavn, Johnny sits calmly and safely behind the wheel with a smile on his face. It is obvious that he likes his job. “Some might think it would be boring to just drive back and forth, but I really like it. Truck driving is a job that offers freedom compared to sitting in an office or standing on a factory production line.” Johnny lights up when he talks about his wife and four children. It is clear his family means a lot to him, but he admits that it can be a little difficult to find enough time in his schedule to spend time with them. Johnny lives an hour’s drive from Copenhagen, and his working days usually start at at 5 a.m. Then he drives the truck all day and is home again with his family by 6 p.m. Since the summer of 2014, Johnny has been driving for trucking company SCT, an employer that he really likes. “It’s a great working environment. The camaraderie between colleagues at SCT is something I value highly. We are there for each other, and everyone is very nice.” SCT is one of several trucking companies involved in working on the subway in Copenhagen. The main tasks are to carry the soil from the construction sites and to transport the excavated material from the tunnel-boring machines. The number of trucks that SCT uses on the subway construction in Copenhagen varies between 20 and 50, depending on how much earth has to be transported. The most common truck model is the Volvo FH with dump trailers, but the company also has eight FMX dump trucks with trailers in use. All SCT trucks are equipped with Globetrotter cabs, even the Volvo FMX trucks, where several drivers can stay overnight in their cabins during the work week. Johnny’s truck is a 2014 Volvo FMX with an 8×4 configuration DRIVER ’S DIGEST #1/2015 19 DRIVER REPORT and dual front axles. The power from the 500 hp 13-liter engine is efficiently transferred to the truck’s tandem drive axles. The front steering axles in combination with the drawbar trailer make the rig very smooth to drive. Johnny says this is a benefit when maneuvering the truck in narrow areas of the building sites. “The truck feels very stable even with heavy loads. The I-Shift transmission is very precise. I think it is a very good truck,” says Johnny as he slows down at a red light. Copenhagen has one of the highest densities of bicycles in the world, and this is most evident in traffic, where cyclists and trucks must often share space. The building contractor, Copenhagen Metro Team, has put a lot of effort into implementing the project in as safe a manner as possible for the city’s inhabitants. In collaboration with SCT, it has, among other things, allowed all children attending schools near construction sites to sit in a Volvo truck with the aim of teaching them what a truck driver can and cannot see from his or her truck cab. During the most transport-intensive construction period, 20 DRIVER ’S DIGEST #1/2015 Copenhagen has one of the highest densities of bicycles in the world. The building contractor Copenhagen Metro Team has put a lot of effort into implementing the project in as safe a manner as possible for the city’s inhabitants. FACT FILE THE PROJECT THE TRUCK The Cityringen circle line is a 9.6-mile-long underground subway that runs in and around Copenhagen’s inner city. The new subway is built to minimize car traffic in Copenhagen and to facilitate the daily travel of the city’s inhabitants. Around 1.2 million people live in the city. The Volvo FMX was launched on the road in March 2014. The Euro 5 engine is 13 liters and 500 horsepower. The automated I-Shift gearbox simplifies work in harsh environments, and the driver can concentrate 100 percent on the journey. The project will cost $3.2 billion and is being implemented by the contractor Copenhagen Metro Team. CMT works on behalf of Metroselskabet, which has primary responsibility for the construction and operation of the Copenhagen metro. Metroselskabet is owned by the city of Copenhagen, Frederiksberg municipality and the Danish state. The tractor-trailer consists of a three-way dump truck with an 8×4 configuration, dual front axles and a three-axle drawbar three-way dump trailer. It can tip loads to the right, left and backward. The rig weighs 22.5 tons. The truck has a load capacity of 18 tons and the hitch has a load capacity of 20 tons. The maximum allowed gross weight is 62 tons. The new metro will be officially inaugurated in July 2019. The capacity is estimated at 130 million journeys annually. an average of 500 trucks drive to and from the construction sites every day. 375 traffic lights have been changed in order to minimize disruption on the city’s roads. Trucks must also always drive the same route through the city to and from Nordhavn. “Put simply, one must drive very carefully. Security is the top priority,” says Johnny as he checks his truck’s mirrors one more time before he turns right over a cycle-path crossing. Upon arrival in Nordhavn, Johnny steers the truck up onto a weighing machine before he drives into the area. During the day, Johnny drives between four and five loads from the construction site to Nordhavn. All shipments are weighed carefully. The truck is equipped with a Globetrotter cab, which allows the driver to stay overnight in the cab if required. THE AREA Gothenburg SWEDEN DENMARK Copenhagen Baltic Sea A seagull hovers in the wind, peering down over the area where truck after truck dumps its load. Johnny has backed the truck into the dumping area, where he first tips the rear platform and then the front. “One more load and then I go home to my family. I’m looking forward to it,” says Johnny while breaking into a big smile. n 50 km Lübeck GERMANY POLAND Gdansk TT Nyhetsbyrån DRIVER ’S DIGEST #1/2015 21 THE DRIVING CHALLENGE Text Nic Townsend Illustration Dan Hambe Small measures for safer driving Every year the Volvo Trucks Accident Research Team investigates and analyzes accidents involving trucks worldwide, in an attempt to better understand how accidents can be prevented. This research has been invaluable in developing Volvo Trucks’ active safety systems such as Collision Warning with Emergency Brake, Driver Alert Support and Electronic Stability Program. However, despite these advances, the most important contributor to road safety will always be the driver. “Active safety systems are designed as a last resort, but ultimately the drivers are still responsible for their trucks,” says Carl Johan Almqvist, Traffic and Product Safety director, Volvo Trucks. “The first and easiest action a driver can take is to wear a seat belt. Our research shows that in the vast majority of fatal accidents involving trucks, the victims were not wearing seatbelts, and that the majority of these victims would have survived if they had been. So just by wearing a seat belt, you’ve significantly reduced the risk of a fatality.” Drowsiness is also a common cause for road fatalities, and there is only one solution to that: sleep. If you can feel yourself nodding off, 1 find somewhere to pull over immediately and take a short power nap. Here are the most common accidents leading to truck occupant fatalities, according to Volvo Trucks’ European Accident Research and Safety Report 2013, and some simple measures truck drivers can take to minimize the risks. B E N E F ITS Fuel Economy Wear and tear Safety Driving off-road In the majority of cases, this is caused by inattention. A driver should be focused on the immediate vicinity as well as far ahead, as this makes it easier to anticipate and react to changing conditions. Driving proactively also has the added bonus of being more fuel-efficient, as it helps reduce sudden braking and acceleration. 2 Rear-end collisions Once you enter slow-moving traffic, it is very easy to drop your guard and lose concentration, and this is when most rear-end collisions occur. Don’t become complacent and allow yourself to be distracted. For example, research shows that you’re 23 times more likely to have an accident if you text while driving, and six times more likely if you’re dialling. Remain vigilant, keep focused on your surroundings, and be prepared to brake suddenly. 22 DRIVER ’S DIGEST #1/2015 4 Head-on collisions These accidents are most common on narrow curvy roads, when the driver is most likely to unexpectedly meet an oncoming vehicle and has less room to maneuver. In these situations, make sure your truck is operating at a safe speed for the road so you can brake for any oncoming traffic, if needed. 3 Rollovers Trucks with top-heavy loads or trucks driving too fast in corners and on-or off-ramps are most at risk of rollovers. Increasing your speed by as little as 1.2 mph is enough to cause a truck to topple over, so reducing to a safe, cautious speed is vital no matter how accustomed you are to driving the route in question. If you’re unsure of your load, assume a high center of gravity just to be safe. DRIVER ’S DIGEST #1/2015 23 the company company facts Cassens Transport Location: Edwardsville, Ill. Operation: Automotive logistics service provider since 1933 Equipment: 1,480-truck fleet, 252 of which are Volvo with Volvo Power 24 Driver ’s Digest #1/2015 Custom Comfort Cassens Transport teams with Volvo Trucks for their auto transport solutions Driver ’s Digest #1/2015 25 the company “In the car hauling industry, it’s really a game of inches. Cutting an inch here and an inch there is a never-ending process.” Brian Suhre is vice president of facilities and equipment for Cassens Transport, an automotive logistics provider 26 Driver ’s Digest #1/2015 Cassens Transport driver David Schultz says he likes the quiet ride, comfortable cab and maneuverability of his truck. “The Volvo auto hauler is the nicest truck I’ve driven in the past 36 years.” When Brian Suhre couldn’t find a truck on the market to meet Cassens Transport’s needs, he teamed up with Volvo and its partners to develop one. Prior to using the Volvo VAH, they used a competitor’s product that had a small bumper to back of cab (BBC) dimension and a short cab height, which was necessary for them to get maximum capacity on their trucks. The manufacturer that built those small BBC trucks quit making them in 2008. “For a while we were without a truck; we didn’t have any trucks that would fit our needs,” Suhre says. At the time, they were refurbishing some of their older equipment, but he said there was no way that they could grow their fleet by using recycled products; they had to find a different product. So, along with their local dealer, they worked with Volvo's corporate team to refine the product to meet their needs. “In the car hauling industry, it’s really a game of inches. Cutting an inch here and an inch there is a never-ending process,” Suhre says. “Since Volvo has come up with the VAH product, we’ve been able to regain some of the efficiencies that we lost with other competitors that are out there today. They don’t have the features that can get the cab height and the BBC to the point where we are with the Volvo product.” David Schultz has been driving for Cassens Transport for 36 years and says the quiet ride, comfortable cab and maneuverability make his job a lot easier. “The Volvo Autohauler is the nicest truck I’ve driven in the past 36 years. The quietness and the comfort make you less fatigued as you go down the road. There is no way to over emphasize the advantage you get with the maneuverability of the vehicle. It requires a lot of skill to haul new vehicles in and out of the tight areas of dealerships. “If it wasn’t for the Volvo Autohauler, I would really consider retirement!” Brian goes on to say, “Nobody’s got a better package than Volvo does right now so until you can come to me and you shine above a Volvo, we’re not really interested.” ■ Find Cassens’ video on YouTube: http://youtu.be/ LUMZ3nFaasg Driver ’s Digest #1/2015 27 volvo safety award Kriska Holdings Limited 2014 Volvo Trucks Safety Award Winners Kriska Holdings Limited and Britton Transport Inc. were honored with the 2014 Volvo Trucks Safety Award during a ceremony at the American Trucking Associations Management Conference & Exhibition in San Diego, California. Recognized for their exceptional safety performance and training programs, each company received $25,000 to further develop their safety-related efforts. Michelin America Truck Tires again joined Volvo Trucks as a supporting sponsor of the awards. “By investing in innovative training programs, Kriska Holdings Limited and Britton Transport Inc. achieved tremendous safety performance during the past year,” says Göran Nyberg, North American president of Volvo Trucks. “These results show that safety does not happen by chance, it happens by choice.” “We’re proud to be part of an award that brings honor and recognition to the safest fleets in North America and increased attention to the issue of safety,” says Mike Cain, Michelin vice president of Original Equipment. “Kriska Holdings and Britton Transport demonstrate the clear benefits of establishing a safety-first culture and providing drivers with the best training and equipment available.” “From the time an employee enters our organization as a trainee, through training and then into a truck, we reinforce the importance of safety at every corner and at every turn.” Jonathan Wahba, Chief Operating Officer of Kriska Holdings 28 Driver ’s Digest #1/2015 FLEET FACTS Kriska Holdings Ltd. Location: Prescott, Ontario Cargo: Food goods (cross border) Fleet size: 350 power units Kriska Holdings Limited of Prescott, Ontario, Canada (www.kriska.com), won the Volvo Trucks Safety Award in the over-20-million-miles category. Family owned and operated, the Kriska group of companies was founded in 1978. Located south of Ottawa, Ontario, on the Canada-U.S. border, Kriska Holdings operates a fleet of 340 trucks specializing in trans-border service. In 2013, the company had an accident frequency rate of just .25, while logging more than 32 million miles in operation. Kriska Holdings provides its new drivers with at least four weeks of in-cab training from one of 16 veteran driver trainers. Drivers also have the ability to enhance their skills and knowledge through the use of the company’s in-house driver simulator. Kriska Holdings also developed a Safety & Performance Bonus Program, which rewards Kriska operators with cash incentives for driving three months without a safety incident. “Safety is of preeminent importance to Kriska, so it is a huge honor to be awarded a Volvo Safety Award for 2014,” says Jonathan Wahba, chief operating officer of Kriska. “From the time an employee enters our organization as a trainee, through training and then into a truck, we reinforce the importance of safety at every corner and at every turn.” Driver ’s Digest #1/2015 29 volvo safety award “We are thrilled to be the recipient of the 2014 Volvo Trucks Safety Award. This award does not speak to one person’s efforts, or even a department’s efforts, but to a continual effort on behalf of the entire company to purposefully protect others.” Jim Stockeland, president of Britton Transport 30 Driver ’s Digest #1/2015 Britton Transport, Inc. Britton Transport Inc. of Grand Forks, North Dakota (www. brittontransport.com), received the Volvo Trucks Safety Award in the under-20-million-miles category. Britton Transport began operations in 1980 as a truck brokerage service. Britton Transport handles a diverse range of cargo, including machinery, building materials, foodstuffs and general commodities. For current CDL holders with less than two years of FLEET FACTS Britton Transport Locations: Grand Forks, North Dakota, and Sioux Falls, South Dakota Cargo: Full-service transport and logistics company (Van, reefer and flatbed) Fleet size: 97 power units xperience, Britton Transport developed a Driver Finishing proe gram. This nine-week program offers inexperienced drivers an opportunity to gain hands-on experience from Britton Transport’s expert driver trainers. Britton Transport also emphasizes continuous learning. They assign each of their drivers to attend at least two required safety courses per quarter. The results are impressive. With a fleet of 97 trucks, Britton Transport had an accident frequency of .32 in over 9.2 million miles of operation. “We are thrilled to be the recipient of the 2014 Volvo Trucks Safety Award,” says Jim Stockeland, president of Britton Transport. “This award does not speak to one person’s efforts, or even a department’s efforts, but to a continual effort on behalf of the entire company to purposefully protect others.” ■ Driver ’s Digest #1/2015 31 inside volvo Text Sage Johnson Photo Dennis Kale Uptime At Volvo’s new Uptime Center, technology and people come together to keep trucks moving. 32 Driver ’s Digest #1/2015 The newly constructed 123,000-square-foot Uptime Center is located on the Volvo campus in Greensboro, North Carolina. C overing 33 feet of a glass-walled meeting room in the Volvo Trucks new Uptime Center is a full-color mural of a truck on a desert highway with the words, “When a truck is down, our customer’s business stops.” This philosophy is at the core of everything that happens at the new Uptime Center, located at Volvo Trucks’ North American headquarters in Greensboro, North Carolina. The center brings together dedicated teams and technology to monitor and respond to vehicle issues in real time, help dealers troubleshoot difficult cases and find the necessary parts for repair. Under one roof In the past, the operational teams responsible for customer Uptime were in Beth Coggin, director of Emergency Services, and Ty Lindsay, manager of Business Development, inside the Uptime Center, where Volvo Action Service agents work 24 hours a day, 7 days a week to provide support to all Volvo customers. different locations. Now located under one roof, Uptime support employees can easily interact with one another face-to-face, allowing increased flexibility and faster response times. “Bringing these professionals together under one roof allows them to collaborate and prioritize more quickly and effectively,” says Göran Nyberg, president for Volvo Trucks in North America. “We owe it to our customers to make our superior service and support even better. They don’t make money if their trucks are not running.” This means Volvo customers can rest assured that their case is being looked after by a team of highly trained Uptime experts, Volvo Action Service, that now have resources within arm’s reach. “The Uptime Center concept came from trying to balance technology and live support,” says Mark Curri, vice president of Aftermarket Quality and Operations. “Agents have in-house expertise available to help them with any obstacle or delay they could encounter in the course of a repair event,” he says. The new 123,000-square-foot building features a bright and airy entrance with soaring ceilings. Each of the three floors includes large collaborative spaces with bright murals and children’s artwork. Windows line the walls of the call center space on the first floor. Visible from every vantage point are flat-screen monitors mounted from the ceiling, which show the Uptime team’s progress toward their goals. Driver ’s Digest #1/2015 33 inside volvo “The Uptime Center concept came from trying to balance technology and live support. Agents have in-house expertise available to help them with any obstacle or delay they could encounter in the course of a repair event.” Mark Curr i, vice pr esident of After market Quality and Oper ations 34 Driver ’s Digest #1/2015 “It’s a hard job. You have to be able to multitask and not take things personally. The people who call us are in a crisis situation, and we have to be mindful of that.” Beth Coggin, Dir ector of Emergency Services Curri says this is another key benefit of the Uptime Center. “Whether your job is making sure we have spare parts in inventory, or working on the front end with telematics data, we are all contributing to the same thing,” he says. “Employees feel very connected to the progress shown on the digital info boards. They can see in real-time how their work is helping our customers. We have one common measurement across all departments — vehicle uptime.” The people The frontline of the Uptime Center is the 40 Volvo Action Service agents who work directly with customers, dealers and Volvo representatives to resolve problems as quickly and efficiently as possible. Agents take care of every step of the truck repair process, from towing and road service to load transfers, parts expediting and maintenance scheduling. Agents are available 24 hours a day, 7 days a week, 365 days a year. “That means on Christmas day when you and I are home with our families, we’ve got Volvo Action Service agents here working to handle our customers’ needs, because our customers never stop,” says Director of Emergency Services Beth Coggin, who “From Volvo’s perspective, data alone does not add value. Information is what our customers need, and that’s what we provide.” Evandro Silva, Manager of Connected Vehicle Solutions oversees the call center. The agents manage repairs for all Volvo trucks in North America. “Our agents have to be proficient at fielding any and all different types of inquiries,” Coggin says. “One moment they may be handling a 1985 Volvo, and the next moment it may be a 2015 Volvo with all the bells and whistles. It’s pretty amazing.” Also amazing is the volume of work that happens in the Uptime Center. Each month, the center handles nearly 20,000 cases. That number continues to grow as more services are offered. Agents handle an average of 18,000 inbound calls a month and make approximately 28,000 Driver ’s Digest #1/2015 35 inside volvo outbound calls (every case involves one inbound call and as many as four outbound calls). “We are essentially the face of Volvo to the customer,” Coggin says. “If anyone needs anything, they call us.” Coggin recognizes this is not always an easy role. “It’s a hard job,” she says. “You have to be able to multitask and not take things personally. The people who call us are in a crisis situation, and we have to be mindful of that.” In addition to the Volvo Action Service agents, the Uptime team includes product reliability engineers who are responsible for diagnostics, developing service information and dealer tools, and ensuring issues are addressed. There are also dealer support personnel who help troubleshoot challenging cases, manage warranty claims and resolve information technology issues. Parts specialists assist dealers in sourcing and managing parts and work with suppliers and production plants to fulfill orders. The results Since last year, uptime has improved by more than a day. Rich Ferguson, senior vice president of Aftermarket and Soft Products, says an integral part of uptime is the network of more than 350 Volvo dealers located throughout North America. “Whether the vehicle is out on the road or nearby, the customer is offered the same level of service and support as they would expect from a home dealership,” Ferguson says. Seventy percent of these Volvo dealers use Asist, Volvo’s web-based tool for monitoring vehicle status and managing estimates, repair approvals, purchase orders and communications. “The ASIST communication platform gives us one central location to document “Whether the vehicle is out on the road or nearby, the customer is offered the same level of service and support as they would expect from a home dealership.” R ich Ferguson, senior vice pr esident of After market and Soft Products case status and communicate with our dealers and customers,” says Ty Lindsay, manager of Business Development. Lindsay works with Volvo fleet customers to ensure they are most “The ASIST communication platform gives us one central location to document case status and communicate with our dealers and customers.” Ty Lindsay, manager of Business Development 36 Driver ’s Digest #1/2015 effectively using Uptime Services to run their businesses. “Having a common communication platform helps improve vehicle uptime by allowing us to make well-informed decisions based on the real-time case status,” he says. The technology Volvo Action Service agents have height-adjustable desks so they can stand rather than sit during their shifts. Each desk has two computer monitors that run Asist, as well as Remote Diagnostics, Volvo’s telematics-based proactive diagnostic and repair planning system that monitors critical fault codes. Nearly 70,000 Volvo vehicles on the road today are equipped with Remote Diagnostics, which has been standard on all Volvo-powered models since 2013. This technology means Volvo customers can be alerted to potential problems with a truck long before they ever happen, reducing average disgnostic time by up to 70 percent, while lowering repair time by more than 20 percent. “That’s real money and time saved by our customers,” Ferguson says. In the past, when an alert went off on a truck, Volvo Action Service only took action if contacted for roadside assistance. Now, when a critical fault code is detected, the Remote Diagnostics system creates a case in ASIST and identifies what parts will be needed and provides technicians with straightforward repair instructions — even before the truck arrives for service. Evandro Silva, Manager of Connected Vehicle Solutions, describes the telematics concept in terms of cell phones. “Think of the cell phone as the connection piece on a truck,” he says. “It has an application that reads truck data such as fault codes, operational conditions, hours of driving, fuel economy and more, and then sends that data.” But data alone isn’t enough. “I hear people say data is key, but it’s not really,” Silva says. “Data is an enabler, and then information is key.” Connected vehicles are only part of the equation. The data they capture must be analyzed and then communicated to customers in a way that helps them to better run their businesses. “Sending data to customers and leaving them to do what they want with it doesn’t benefit customers,” Silva says. “From Volvo’s perspective, data alone does not add value. Information is what our customers need, and that’s what we provide.” Telematics data also helps Volvo to continuously improve its product. “We learn a lot from the data coming off the trucks and we use it to bake fixes into future trucks,” Silva says. “We can conceivably fix problems that customers haven’t experienced yet.” Useful information — and communicating it effectively — is at the heart of the Uptime Center. “Uptime for us is about helping our customers make decisions about their three most important assets: their trucks, their drivers and their loads,” Ferguson says. “The Uptime Center integrates technology and people to most effectively manage those assets.” The future The use of telematics is going to continue to grow, with estimates predicting 24 billion devices, including trucks, connected to the Internet by 2020. “Your ability to connect and provide information will be as important as the truck itself,” Ferguson says. “If you don’t provide that connectivity into the systems and the ability to manage uptime, it’s going to be hard to compete in the marketplace moving forward.” The future will also involve educating customers about how technology, coupled with live support, can benefit their businesses. “We need to make sure our customers not only understand how powerful the product is they just purchased, but also understand what’s behind that product,” Lindsay says. “I think that when they are completely involved in the solution, from the engine to the transmission to the chassis to the cab to the Uptime Center to Asist to telematics, the customer is better off.” For this reason, Uptime Center support is available free of charge for the first two years for every new Volvo truck purchased. “If customers don’t experience it, they will not understand the value,” Silva says. “Truck owners are connected anyway, but now we transferred this technology to their business. We are making life easier for them.” As important as technology is to the future of Uptime, Volvo also recognizes the impor- tance of the human element. “Technology like telematics by itself is great,” Curri says. “We can learn a lot from the data, but there’s also the human side of it, understanding the context of an event. You can’t put a price on that.” This goes back to the reason the Uptime Center was built: bringing together the team dedicated to reducing downtime and getting trucks back in service as soon as possible. Today, when a particularly complex case arises, the Uptime team gathers in the “war room,” the same room that features the mural that says, “When a truck is down, our customer’s business stops.” There, the team can easily bring in the people and resources they need to get to a resolution. ■ The Remote Diagnostics Process Proactively reducing downtime The Volvo Uptime Center goes beyond reducing downtime; using Remote Diagnostics, the center works to avoid downtime. Johanna Hayden, who has worked at Volvo for more than 10 years, monitors Remote Diagnostics. Hayden describes her job as working proactively versus reactively. “Remote Diagnostics takes us beyond the call center concept,” she says. “Before you know you have a problem, we can be working on it. We give customers the information they need to be able to plan their business. If there is going to be downtime, they know about it sooner and they can make plans.” Although Hayden says there isn’t a typical day in what she does, most of her shifts begin with logging into Asist, the program she uses to check emails from trucks. “The trucks actually talk to us,” she says. “When a truck sends a fault code and lets us know what’s going on, a case is created on our side.” There are two types of codes: red and yellow. Red is a critical fault that will shut the truck down within a certain timeframe. When Hayden receives a red fault code, she contacts the customer and provides him with information like the type of fault, location of the truck and where the nearest dealer is. “The reason behind contacting them is so that we can get it to a dealer before it actually shuts down so there is no tow time involved or it takes the truck out of route for the load it’s delivering,” she says. “Then the customer can decide how they want to proceed.” Yellow faults are not mission critical and, although they will not interrupt the truck’s performance, Hayden assesses whether the Photo: Sage Johnson Johanna Hayden issue needs immediate customer attention. This way, the driver can plan for the scheduled maintenance when the truck is home, rather than taking it out of route. When a truck sends a fault code, included is information such as fleet name, vehicle identification number, location (latitude and longitude) and the status (active or inactive). Hayden locates the truck on Google Maps. “Sometimes the truck could be at a customer’s location, and they don’t know that it has triggered a fault,” she says. Whether the customer decides to send the truck to a dealer to fix the fault code or do the work in-house, Hayden sends detailed repair instructions. “We tell them we have already diagnosed this truck, this is what’s going on with it, and this is what it’s going to need,” she says. Hayden also makes sure the dealer has the parts needed for the repair. “I had a dealer tell me he loves getting this information because it tells him exactly what’s going on with the truck, gives the part information, and cuts down on his work as well.” Driver ’s Digest #1/2015 37 the year: 1959 Text Olivia Krantz Photo Colourbox, Volvo Trucks TECHNOLOGY 100 200 Barbie, pacemaker and a crash landing The space race between the USSR and the USA is in full swing in 1959, with the Soviet Union scoring points by being the first nation in the world to crashland a spacecraft (Luna 2) on the moon. Meanwhile, diving legend Jacques-Yves Cousteau discovers a new way to explore the ocean, together with engineer Jean Mollard. With the SP-350 Denise, the “diving saucer, ” they create a submersible craft that combines the submarine’s ability 300 400 38 DRIVER ’S DIGEST #1/2015 to deep-sea dive with a diver’s freedom of movement. The craft goes down nearly one mile, (1,300 meters) and thanks to sharp headlights and a gripper arm, passengers enjoy a close-up experience of life under water. The same year, the Swede Yngve Eriksson files a patent on a toothpaste containing sodium monofluorophosphate and chalk, a combination that proves effective against tooth decay. A patent is granted by several countries, and today’s fluoride toothpaste is born. In 1959, an American toy doll launches that moves into millions of girls’ bedrooms worldwide. The doll is named Barbie after its creator Ruth Handler’s daughter Barbara. That same year, the pacemaker is invented, and an innovation that is frequently seen both on red carpets and at sports events worldwide sees the light of day – Spandex. TRUCK TECHNOLOGY The impact test 1959 is the year Volvo becomes the first in the world to crash-test their vehicle by swinging a pendulum weighing more than a ton into a cab. The test, still used today, has evolved over the decades but still consists of the three basic portions developed more than 50 years ago. First, the cab’s roof is subjected to a weight of 16.5 tons. After this, a cylinder-shaped pendulum strikes the cab’s front left support pillar. Finally the pendulum hits the back wall of the cab. The pendulum is released from a height of 10 feet. The three stages correspond to an accident sequence in which the truck driver first drives off the road and the vehicle then rolls over and crashes into a tree or other hard object. The blow to the back of the cab is equivalent to the truck’s trailer sliding forward and hitting the cab from the rear. To pass the test, physical damage to the cab should not endanger the driver or other passengers’ survival space. The cab must also retain its original structure, with no major holes or protruding sharp edges. The doors must remain closed, but at the same time it must be possible to open them without tools or other equipment. In 1960 the test became a legal standard in Sweden, as it was until April 2009 when it was replaced by an EU law, ECR 29. This law does not require that the cab be subjected to as much force as previously. Even so, Volvo Trucks has far more stringent impact test. DRIVER ’S DIGEST #1/2015 39 Scan to learn more. SAVING YOU FUEL AND SO MUCH MORE.* Ecopia™ — Bridgestone’s most fuel-efficient tire solution. Easier on your budget. And our planet. Learn why smart fleets are turning this money saver into an eco-competitive advantage at EcopiaTruckTires.com. Maximize your Ecopia investment — retread with Bandag FuelTech and save up to 29% on your total tire wear costs. ® LOWER COSTS. 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