Service Level Agreement. August 2013

Transcription

1 Service Level Agreement August 2013 Contract Appendix A Conti360Fleet Services Issue August

2 Introduction Welcome to the Rotala Service Level Agreement (SLA) This booklet is to be used by all Rotala operational depots and the tyre service provider servicing branches, whenever tyre replacements and/or tyre services are required. This booklet is also a step-by-step guide to ensure that Rotala maximise the benefits available in cost, safety, the environment and best practice, in line with the overall tyre policy. Please note that this Booklet now supersedes any previous versions issued. All of the process and procedures under this policy are managed on behalf of brakesgroup by Continental Tyre Group s in house management function Conti360 Fleet Services as referred to Conti360 hereon in this document. If you have any queries relating to any part of this document please advise one of the following personnel -: Rotala Dave Russell - Group Fleet Manager Paul Davies - Engineering Director Bob Baker - Regional Engineering Manager Continental Tyre Group (Conti360) Tony Stapleton* - Commercial Fleet Sales Manager Karolina Siecinska - C360 Fleet Operations Manager Neil Davies - National Fleet Key Account Manager Zoe Lockwood - National Fleet Key Account Manager Conti360Fleet Services Issue August

3 Contents Section 1. Service / Ordering Procedure 2. Health & Safety / Service Quality 3. Product Policy Fitment 4. Key Points in your Tyre & Wheel Maintenance 5. Wheel Retention Policy 6. Tyre Pressures 7. Documentation Procedure Appendix 1 Rotala / Conti360 Service Provider Site addresses and contact details Appendix 2 Tyre Values Appendix 3 Replacement Procedures Loose Wheel Service Appendix 4 Wheel Security Policy Conti360Fleet Services Issue August

4 1. Ordering Procedure Rotala Policy It is the standard policy of Rotala to replace worn / damaged tyres of vehicles in service by the following procedures: When vehicle is under scheduled service inspection Where fleet inspection has identified policy change requirement i.e. worn / regrooving requirement / damaged and is identified to Rotala Service Work at Rotala locations Please refer to Appendix 3 Replacement Procedures Loose Wheel Service In the event of service required outside of the above then the following procedures shall apply: Breakdown Calls in UK (Roadside) & Outside Normal Working Hours Driver to call Rotala Transport Office Rotala Transport Office to call in to the Conti360 call centre on: for emergency assistance quoting the required work. In the unlikely event of non connection please use our back up numbers or Conti360 call centre will source the work to the Conti360 Service Provider Vehicle to be attended within 90 minutes of call during normal working hours & 120 minutes outside normal working hours. (Exceptions may occur in certain areas such as operating within M25 area etc.) Conti360 call centre to advise customer of eta and call the Conti360 Service Provider back to confirm completion time Administration Conti360 Service Provider to process work using CESAR on line or fax job sheet to the Conti360 Office on / 5980 within 24 hours Job sheet / CESAR detail standard checked by Conti360 personnel including all required standard data Once a job has been authorised by Conti360 a purchase order (starting 800) is issued to the Service Provider. Service Provider sends invoice to Conti360 office. The invoice must include the Conti360 purchase order Conti360 office authorise invoice and process payment to Service Provider Conti360 invoice Rotala as agreed schedule General Enquiries Number (not for breakdowns) Office hours are Mon-Fri exc Bank Holidays Conti360Fleet Services Issue August

5 Health & Safety 2. Health & Safety / Service Quality Each Conti360 Service Provider must adhere to the Rotala site H&S regulations; permit to work systems and site specific risk assessments laid down at each Rotala site. In particular, upon arrival at site the service provider must register his attendance on site with the nominated contact / security. Quality Conti360 will be available to make contact with Rotala engineering management contacts to discuss any non-compliance before and after work completion. Where work cannot be completed within the agreed delivery time Conti360 will inform Rotala or its authorised agent and the customer / operator prior to the agreed delivery time. Conti360 must detail the cause of any delay to allow alternative arrangements to be made. After completion all work will be quality checked by the tyre fitter ensuring that: a) The work does not prejudice safety and legality of the work. b) The work required is completed. Any customer/operator complaints raised will be investigated within 24 hours and reported back in writing within 48 hours. Rotala reserve the right to audit any work at their discretion and without notice. Downtime Conti360 will undertake (at all times) to keep vehicle downtime to an absolute minimum and advise Rotala or its authorised agent of any delays, which will exceed the original forecast completion. Vehicle Movements Rotala will be responsible for updating Conti360 office with regards to any vehicle movement(s). This includes vehicles being de-fleeted or transferred to other locations. The changes are to be ed to Conti360 administration office so as to able update to the system and notify the designated Conti360 Service Provider. Conti360Fleet Services Issue August

6 Single Decker / Coaches 3. Policy Product Fitment Tyre Size Make New / Axle Axle Pattern Remould Position Regroove 275/70R22.5 Continental New HSR Steer No 275/70R22.5 Truck Tyre Special Remould RZU Drive Yes 295/80R22.5 Continental New HSR2 Steer No 295/80R22.5 Continental New HSR2 Drive Yes 315/80R22.5 Continental New HSR2 Steer No 315/80R22.5 Continental New HSR2 Drive / Tag Yes Medium Bus Tyre Size Make New / Axle Axle Pattern Remould Position Regroove 245/70R19.5 Continental New HSR Steer No 245/70R19.5 Truck Tyre Special New Z12 Drive Yes 265/70R19.5 Continental New HSR Steer No 265/70R19.5 Continental New HSR Steer Yes Midi Bus New / Axle Axle Tyre Size Make Pattern Remould Position Regroove 205/75R17.5 Continental New LSR1 Steer No 205/75R17.5 Continental New LDR1 Drive Yes 215/75R17.5 Continental New LSR1 Steer No 215/75R17.5 Continental New LDR1 Drive Yes 235/75R17.5 Continental New LSR1 Steer No 235/75R17.5 Continental New LDR1 Drive Yes Mini Bus New / Axle Axle Tyre Size Make Pattern Remould Position Regroove 195/70R15 Continental New Vanco2 All Round No 195/75R16 Continental New Vanco2 All Round No 225/70R15 Continental New Vanco2 All Round No 205/75R16 Continental New Vanco2 All Round No Regrooving Steer axle pattern tyres will be regrooved and fitted to drive / tag axle positions. All regrooving is to be carried out according to the manufacturer specifications & recommendations. If Continental / Bandvulc Remould product is not available only other Premium brands may be fitted with prior approval of Conti360 Office. Conti360Fleet Services Issue August

7 4. Key Points in Tyre Maintenance Fleet Inspections Monthly Fleet inspections will consist of: Check and record remaining tread depth. Check for fitment of HPVC and valve extensions. Check for correct twinning. Check and note for any damage and sidewall scuffing. Check for irregular wear. Visual check of wheels, wheel nuts and wheel security. Check for any other technical problems that could adversely affect tyre life or vehicle safety. Inspection reports to be completed on line using ContiFleetInspection Any tyres found during a fleet inspection that require replacement should be notified to the Rotala site workshop for action. Service Provider has to obtain a signature from Rotala workshop to confirm receipt of the Action List. The pattern of work and coverage will be established on a local basis with the relevant staff at the Rotala location and to accommodate operational requirements & vehicle availability during normal working hours. Tyre Replacement This is to be carried out at 4mm minimum tread depth on Single Decker / Coaches and 3mm minimum tread depth on Medium, Midi and Mini Buses and after the tyre has been re-grooved. Please follow the ordering process to instigate any replacements. Twinning No mismatches are to be greater than 5mm on dual fitment where practicable. Regrooved tyres are to be twinned where possible. Valve Extensions and High Pressure Valve Caps These must be fitted at all times. All serviceable items can be re utilised. Pressures Pressures are maintained by the vehicle / servicing workshops at specified service intervals. Service provider to ensure correct initial pressure at point of fitment. Repairs All tyres for major repair are to be sent to Bandvulc for repair (without exception). All minor repairs are to be carried out by the local SP, provided they have at least 5mm of remaining usable tread. All repairs must meet British Standard BSAU159f. Conti360Fleet Services Issue August

8 The use of tyre dough to effect repairs to tread cuts is permitted where the integrity of the casing is not compromised. Wheel Retention Policy 5. Wheel Retention Policy (*subject to confirmation) All wheels following removal will be required to be re-torqued. It is the Service Providers responsibility in the event of refitting wheels to ensure that wheels are re-torqued using the correct process and torque setting in accordance with Rotala wheel retention policy. Please refer to Appendix 4 Wheel Security Policy Conti360Fleet Services Issue August

9 6. Tyre Pressures *Insert tyre pressure chart in accordance with Tech Services recommendation refer to Conti360Fleet Services Issue August

10 7. DOCUMENTATION PROCEDURE The following information must be shown on all work sheets (to be used in conjunction with Appendix 3 Loose Wheel Service) Order Number from Conti360 Operating Depot Registration / Trailer Number Odometer / Hubodometer Reading Tyre Removed New / Remould, Serial Number, Reason for Removal, mm Remaining, Regrooved Y / N Tyre Fitted Size, Make, New / Rem, Pattern, Serial Number Wheel Position Date & Location Invoice Number Quantity Job start & completion times Driver / authorisation signature Torque values for refitted wheels The Service Provider must return all casings Irrespective of condition, to: Continental (via Truck Tyre Specialist) Clearly marked up as: Rotala NB In all cases the vehicle registration must be shown on the return note. Casings not meeting the removal policy criteria, or showing signs of poor maintenance will be held subject to inspection by brakesgroup / Continental / Service Provider representatives with possible consequence for non compliance. If the above information does not appear on the work sheet, please refer to Service Provider issuing branch. Continental reserves the right to reject any work submitted for payment without local approval & signature. Conti360Fleet Services Issue August