Motor Trader, November 2015

NOVEMBER 2015

OME C L E TO W PAGE

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OFFICIAL PUBLICATION OF THE MOTOR TRADES ASSOCIATION OF QUEENSLAND

MTA QUEENSLAND 2015 ANNUAL REPORT

GIVE YOUR DEALERSHIP THE TOOLS TO

STAND OUT

NADA UNIVERSITY COURSES ARE NOW AVAILABLE THROUGH AADA, INCLUDING: Service Department Operations Management Sales Operations Management I Sales Operations Management II

PHONE: 07 3237 8777 OR EMAIL: COURSES@AADA.ASN.AU WWW.NADAUNIVERSITY.COM.AU

Contents Official Publication of the Motor Trades Association of Queensland

Follow us on Facebook www.facebook.com/MTAQueensland

HEAD OFFICE Building 8, 2728 Logan Road, Eight Mile Plains, Qld 4113 P.O. Box 4530, Eight Mile Plains, Qld 4113 Tel: 07 3237 8777 Fax: 07 3844 4488 Toll Free: 1800 177 951 Email: publications@mtaq.com.au Website: www.mtaq.com.au EDITOR Jonathan Nash ART DIRECTOR Marco Ilinic INDUSTRIAL RELATIONS Ted Kowalski Paul Murray POLICY Kellie Dewar, General Manager MTA Queensland ADVERTISING ENQUIRIES Barry Browne 03 9807 9154 Email: barry@barrybrownemedia.com.au EDITORIAL Editorial submissions are welcomed but cannot be guaranteed placement.

For more information telephone the Editor 07 3237 8777 SUBSCRIPTION RATES (including GST) Australia: $72.60 annually Overseas: $110 annually MOTOR TRADER PUBLISHING POLICY Motor Trader is the official publication of the Motor Trades Association of Queensland.

The role of Motor Trader is to inform members of current issues and legislation affecting the industry. As such it can be regarded as the business magazine for the Queensland motor industry. The role of Motor Trader is not to be in competition with the technical magazines already on the market. It will advise of new vehicles being released and of the latest technology incorporated into them; it will advise of latest technology affecting members in each of the MTA Queensland Divisions; it will keep members abreast of the latest in motor industry training and industrial affairs; and it will keep members informed of the latest technical aids available through MTA Queensland Member Services, which will assist members in staying ahead of the technological revolution presently being encountered within the motor industry.

The publisher reserves the right to omit or alter any advertisement and the advertiser agrees to indemnify the publisher for all damages or liabilities arising from the published material.

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MTA QUEENSLAND ABN: 74 028 933 848

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CORPORATE PARTNERS

02 From the editor

20150282

04 Policy/Viewpoint

MEMBERS ESSENTIALS

08 MTA Q&A

FREEDOM HOPE ISLAND: RICHARD KAUCIC

19 Training matters 26 Member profiles 28 Industrial relations

Feature 10 INTRODUCING THE PROFESSIONAL CIRCLE

30 The hit list CONCEPT CARS OF THE 1980s

16 Members Classic FORD’S WORKHORSE WONDER: FORD F100 PICK-UP

32 Industry insight

SIX STEPS TO BETTER JOB MANAGEMENT AND PROFIT November 2015 Motor Trader | 1

From the editor

JONATHAN NASH EDITOR

Hello and welcome to the November edition of Motor Trader.

It has been 86 years since the Motor Trades Association of Queensland's forebear was founded.

The Garage and Service Station Proprietors Association, or GASSA, was formed in 1929 with the aim to develop and champion its industry, and provide a high standard of service to a public for whom the motorcar was becoming more and more affordable.

This goal of bringing true professionalism to a developing industry, and of building trust with an expectant public, was at the heart of the GASSA philosophy and remained at the Association's heart as it evolved to become the MTA Queensland.

Today, the principles of trust and professionalism are more important that ever and the MTAQ is launching a new concept, called the Professional Circle, that will highlight these ideals. Through new marketing and promotional material, new features, products and services available through the MTAQ and MTA Institute websites and a sharpened focus on communication with Members, industry and the public, the Professional Circle will reaffirm MTAQ and its Members as the source of expert and professional services.

The Professional Circle is an 2 | Motor Trader November 2015

exciting development for the MTAQ and you can read more about it from page 10.

In our MTA Q&A feature this month Motor Trader talks to Richard Kaucic, owner of Freedom Hope Island service station. A veteran of the industry, Richard has turned Freedom Hope Island into a multibusiness enterprise that includes a convenience store, a cafe, a car wash service, a trailer and car rental business, and a food van concern that currently has 16 vehicles in its fleet and services an area from Queensland's southernmost border on the Tweed north to Brisbane.

In our Member's Classic feature this month, we catch up with John Williams from Cloncurry. The owner of the Ampol Cloncurry service station, John has admired the Ford F100 pick-up truck since his early years as a mechanic, and a few years ago managed to acquire an absolutely stunning 1955 model. You can read more about that F100 on page 16.

It has been a busy month for training at MTAQ. The Association's relationship with South Korea continues to strengthen with four young students from that country's Daejeon region beginning their training with MTA Institute to earn a Certificate I in Automotive Vocational Preparation in Light Vehicle Automotive. They are the second group to travel to Australia from the Daejeon region this year to take the specially designed course.

October also saw the delivery of the first Auto Initiation program.

The Auto Initiation program is a nine-week pre-vocational course that includes a work experience placement, and training not only in basic automotive but also in 'life skills' - skills such as financial management, literacy and numeracy, managing emotions and First Aid that will give them the confidence to be 'job-ready'.

Delivered under the Queensland Government’s Skilling Queenslanders for Work initiative – an initiative designed to provide skills development, training and job

opportunities to unemployed, disengaged or disadvantaged Queenslanders - the Auto Initiation program will, over the next few months, be delivered by MTA Institute trainers to regional areas including the Gold Coast, Hervey Bay, Bundaberg, the Sunshine Coast, Mackay, Rockhampton, Gladstone, Townsville and Mount Isa. Go to page 24 for more on the Auto Initiation program.

In other news this month, Rhonda and Bryan Davy from MTAQ member Proserpine Auto Repairs and Towing Service picked up the Level 1 Contracted Service Provider of the Year award at the recent RACQ annual Operations Network Conference held at Sanctuary Cove on the Gold Coast. You can read more about the conference and Proserpine Auto Repairs and Towing Service on page 22.

On page 30, we continue our series of stories on the wild-looking concept cars of the last few decades with a look at those from the 1980s. Not a decade renowned for its subtlety, there were certainly some interesting motors created.

Finally, if you're scratching your head over what to buy your nearest and dearest for Christmas, then we have collected a few gift ideas on page 25. If you're looking for something with an automotive twist, there should be an item or two that will catch your eye.

As always, we will endeavour to bring you news and insight into the industry, information on the latest training opportunities and highlight members' interests.

If you have a story worth telling, want to appear in Member Profiles, or have a classic car, bike or truck you would like to see featured, then please don't hesitate to contact me.

Cheers, Jonathan Nash jonathann@mtaq.com.au

A special business offer for MTA Queensland members.

To help keep your business moving, Commonwealth Bank has a special offer for MTA Queensland members. Just open a new Commonwealth Bank Business Transaction Account by 30/12/2015 and link it to your existing or new Commonwealth Bank merchant facility.

To take advantage of this offer, just contact MTA Queensland on 07 3237 8777 .

Important Information: Offer available to referrals made via MTA Queensland between 01/01/2015 and 30/12/2015. *This offer is applicable to existing and eligible new merchant facilities, excluding the Albert EFTPOS device. To maintain the fee waiver, you must retain the required products contained in this offer (including settling your merchant facility to your linked Commonwealth Bank Business transaction account). Otherwise the offer may be withdrawn. #To maintain the fee waiver, you must retain the required products, otherwise the offer may be withdrawn. Offer includes the monthly account maintenance fee of currently $10 on the Business Transaction Account linked to the merchant facility. Please refer to terms and conditions. ^Establishment fee waiver and two free tokens are available to new CommBiz customers only. This offer may be extended beyond the specified end date at the discretion of the Commonwealth Bank. Interest rates and fees are subject to change. Full conditions of use will be included in our Letter of Offer. Applications for finance subject to the Bank’s normal lending criteria. MTA Queensland may receive a fee from the Commonwealth Bank of Australia for each successful referral. Referral Fees are not payable on referrals from existing relationship managed Commonwealth Bank customers. This has been prepared without considering your objectives, financial situation or needs, so you should consider its appropriateness to your circumstances before you act on it. Terms and conditions are available from commbank.com.au Commonwealth Bank of Australia ABN 48 123 123 124. Australian credit licence 234945.

Policy/Viewpoint

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KELLIE DEWAR GENERAL MANAGER MTA QUEENSLAND

S I WRITE this Viewpoint, we are on the cusp of a new year for the MTA Queensland.

It is timely then to reflect on the past year’s activities.

This edition of the Motor Trader provides Members with a series of comprehensive reports detailing the MTA Queensland’s activities and financial performance over the past year. I encourage Members to peruse these as they depict the business of the entities that comprise our structure.

In particular, I draw attention to President David Fraser’s inclusive report.

Whilst we can look back and take pride in achievements and reflect on actions or issues from which we can learn to do better, it is to the future we must look. It is this ability to adapt to meet the economic and technological changes that has enabled the Association to continue to serve the motor trades for more than 80 years.

A new initiative launched at the October 31 President’s Ball is the MTA Queensland’s Professional Circle.

It ‘represents the benchmark of industry standards and embraces all the things that make the difference to everyone dealing with a business in the motor trades.’

The Professional Circle marks a new chapter in the history of the MTA Queensland and is an exciting development for MTAQ members, the industry and the consumer as the Association reaffirms its status as the pre-eminent representative for the motor trades.

Please go to page 10 of this edition of Motor Trader to read more about the Professional Circle.

LIFE MEMBERSHIP Mr Len Daddow, the former Dealer Principal of Daddows Auto Group (Coorooy and Noosa) was awarded Life Membership of the MTA Queensland at the Annual Board lunch for his service to the Association and his almost lifelong involvement with the motor trades. Len started as an apprentice with E. G. Eagers and Son in Brisbane in the 1940s and in 1966 he 4 | Motor Trader November 2015

purchased Cooroy Motors, which was then a Holden dealership. In 1977 he changed to Honda, commencing an ongoing relationship with the brand that changed only recently when he sold the dealerships.

Len’s interest in the motor trades is broad. In 1972, at Noosa, he built and operated the Mobil Service Station, running it until 1995.

Across some 76 years in the motor trades industry Len has worked in every aspect of the business - from mechanic to the Chair of Australian Automotive Dealers’ Association (Queensland), now the Queensland Motor Dealers Council.

In many respects, the MTA Queensland’s pathway, from its inception in 1929, and Len's is intertwined. The reputation of the MTA Queensland in the twenty first century has been built on the standing, professionalism and integrity of Len Daddow and his peers. Congratulations on the award of Life Membership.

ADVOCACY As Members can see in the several statements in the Annual Report, advocacy has been consistent over the past year, and the last month has not been an exception. I have lodged submissions with the Queensland Parliamentary Committees relating to Jobs Queensland Bill 2015; Inquiries into possible changes to Queensland Parliamentary terms; Lemon Laws - an inquiry into consumer protections and remedies for buyers of new motor vehicles; and Liquid Fuel Supply (Ethanol and Other Biofuels Mandate) Amendment Bill 2015.

I attended the Hearings to provide evidence relating to the Biofuels Bill and the Lemon Laws. The Chair of the Service Station & Convenience Store Association Queensland Tim Kane assisted me with evidence for the Biofuels hearing.

We had our scheduled meeting with the Office of Fair Trading (OFT) and there was a full agenda. A priority and emerging issue relates to the trading of second-hand trail bikes or All Terrain Vehicles (ATV) that have never been registered. The Farm and Industrial Machinery Dealer Division Members have experienced such an incident which arose during an inspection of the motor dealer licenses by a Department of Justice Inspector in what was an OFT educational information session. The Inspector advised that a dealer trading a used trail bike or ATV must have a second-hand dealer’s license under the Second-hand Dealers and Pawnbrokers Act 2003.

We have the view that there must be an alternative way to trade trail bikes or ATVs without having to secure a second dealers licence which incurs additional red tape and costs for dealers. There are ongoing discussions with OFT on the issue and I will keep Members informed.

On a separate matter, the OFT drew attention to the failure of some used car dealers to use the new industryspecific sale forms to comply with the Motor Dealers and Chattel Auctioneers Act 2014. Some used car dealers are continuing to use the non-compliant forms associated with the repealed Property Agents and Motor Dealers Act 2000. This is surprising as there was a long educational period by the OFT and the MTA Queensland to be ready for the regulatory change - which I’ve said many times reduced the number of forms from 14 to three.

I urge Members to check the software from their Electronic Provider to ensure it is compliant with the new Motor Dealers and Chattel Auctioneers Act. The OFT reminded me that the new Act has been in effect for 10 months which is more than ample time for used car dealers to have the correct forms in use!

Other matters discussed were the Lemon Laws Inquiry; compliance matters, particularly used motor vehicle backyard dealers and joint

media opportunities. As said in previous Viewpoints, we have a sound working relationship with the OFT.

INDUSTRY Vehicle of the future Recently, Senators and House of Representative Members examined the Mirai, a Toyoto hydrogen fuel cell vehicle which was displayed at Parliament House. The Mirai is a hybrid vehicle fuelled on hydrogen gas, making it a zero emissions vehicle with the only exhaust being water vapour. The vehicle is in Australia for testing in local conditions. It was a popular display.

Starting a new business?

‘Red-tape' reduction in starting a new business is to be the focus of The Digital Transformation Office (DTO) in the Federal Department of Industry, Innovation and Science. It will lead the effort to streamline the bureaucratic process of establishing a business.

AusIndustry, which is a division in the Department, will work with DTO and the Australian Tax Office to streamline registrations, licence applications and other red tape for those setting up a business. This can be done through the business.gov.au website and the 13 28 46 business assistance line.

Protections from Unfair Contract Terms Emerging from the policy melting pot after more than five years of deliberations by four Federal Governments and debates in the Senate, House of Representatives, Committees and Hearings, is protections from unfair contract terms for small business. And the MTA Queensland has been on the journey every inch of the way.

It seems it is all but over.

The new Minister for Small Business and Assistant Treasurer,

the Hon Kelly O’Dwyer MP, advised that the Government had worked with cross benchers and stakeholders on changes to secure the support to enable protections for small businesses to proceed. The important changes cover standard form contracts where at least one of the parties employs less than 20 people, and where the upfront price of the contract does not exceed $300,000 or $1 million for contracts longer than 12 months.

The Australian Competition and Consumer Commission will be provided with $1.4 million to support businesses to transition to the new protection over a 12 month period.

The Small Business and Unfair Contract Terms Bill will extend unfair contract term protections to small businesses through amendments to the Australian Consumer Law and Australian Securities and Investments Commission Act 2001.

2016 Small Business Week Queensland Small Business week will be held from Monday 22 to Saturday 27 February 2016. Small Business Minister Kate Jones advised there would be a comprehensive calendar of events and activities across the State. These include workshops, conferences, webinars, training sessions networking functions and open days.

It is timely to reflect on the fact that there are more than 400,000 small businesses in the State accounting for 97 per cent of all business and employing nearly half of all private sector jobs in Queensland. To register interest in being involved in the Week visit http://www.business.qld. gov.au/smallbusinessweek or email smallbusiness@dtesb.qld.gov.au

Cybercrime A new guide to help owners and operators of small businesses protect themselves against cybercrime has been launched. The guide has been developed in response to online criminal activity which is estimated to cost Australian business over $1 billion each year and growing.

The Stay Smart Online Small Business Guide has been developed by the Government in collaboration with Australia Post, Australia and New Zealand Banking Group, the Commonwealth Bank, National November 2015 Motor Trader | 5

Policy/Viewpoint Australia Bank, Westpac and Telstra.

The Guide is designed to help small businesses set up basic online security practices. Small business owners can download the guide and subscribe to the free alert service at: www.staysmartonline.gov.au

“THE CHANGE IN THE PRIME MINISTERIAL

LEADERSHIP BROUGHT A MUCH NEEDED RISE IN BUSINESS CONFIDENCE ACCORDING TO RECENT SURVEYS BUT CONSUMER CONFIDENCE, ALTHOUGH IMPROVING, APPEARS HARDER TO LIFT.”

indicated that Queensland, in the words of Queensland Treasurer Curtis Pitt, was ‘on track to eclipse the other States and Territories for economic growth this financial year’. The Group has forecast Queensland will grow faster than the national economy through to the end of the forecast period in 2024-25.

THE ECONOMY Economists are split on the Reserve Bank lowering the cash rate by 25 basis points, to offset the increases in interest rates by the ‘big four banks’, when it meets on 3rd November - Melbourne Cup Day. At its October meeting it left the cash rate unchanged at the historic low of 2.00 per cent.

The change in the Prime Ministerial leadership brought a much needed rise in business confidence according to recent surveys but consumer confidence, although improving, appears harder to lift. The NAB Monthly Survey indicated that the business-confidence-index rose 1 point to 5, which unwound last month’s decline but was still well below the mid-year peak. Business conditions for September remained steady.

The Westpac-Melbourne Institute Index of Consumer sentiment increased by 4.2 per cent in October, from 93.9 in September to 97.8 in October. The expectation was that with the improved political outlook, consumer sentiment would have bounced. The index is below the key 100 level, indicating pessimists still outnumber optimists. The index has now been below 100 for 18 of the 20 readings.

There is some good news. Deloitte Access Economics (the Group) Business Outlook for September 2015 6 | Motor Trader November 2015

New Motor Vehicles Sales New Motor Vehicle sales for Queensland, according to the Australian Bureau of Statistics (ABS) (seasonally adjusted), lifted in September to the third highest level for the year to date. In all, there were 20,152 new motor vehicles sales - an increase of +915 or 4.8 per cent compared with the August. Nationally the increase was +5.5 per cent due to a large boost in new motor vehicle sales in Victoria. Compared with September 2014, this was a positive result, with new Queensland sales rising by 1,525 or +8.2 per cent - better than the national outcome of +7.7 per cent.

The respected VFacts data for Queensland indicates that there were 20,387 new motor vehicle sales - an increase of + 7.9 per cent compared with September 2014. This compares more than favourably with national new vehicle sales which rose by +6.8 per cent for the same timeline.

On a year-to-date basis, there have been 178,468 new motor vehicles for Queensland - an increase of +5.7 per cent, whilst nationally the rise was +3.6 per cent. Market growth suggests that ‘affordability is at all time high.’

The phenomenal growth in the volume of small, medium and large SUVs continued in September with the medium range capturing 27.2 per cent, followed by the small range with 24.8 per cent and the large range with 20 per cent. There were corresponding

increases in each SUV range on a year to date sales. It is of interest to note that, despite the continued strong growth in demand for SUVs, the top selling cars remain passenger vehicles.

Referring to motorcycle sales, Australian consumers bought 75,848 new motorcycles, all-terrain vehicles (ATVs) and scooters between January and September 2015, down 2.5 per cent in comparison to the same period in 2014. Road motorcycles accounted for 42.7 per cent of the 75,848 sales. Off-road motorcycles accounted for 32.2 per cent of sales, ATVs accounted for 19.8 per cent and scooters accounted for 5.3 per cent.

Some interesting information from the ABS indicates that motor vehicles registered in Queensland travelled an average of 13,800 kilometres per vehicle in the 12 months ended 31 October, 2014. Vehicles registered in Victoria travelled the highest average kilometres (14,500) - obviously due to travel to Queensland!

NOT WITH A WHIMPER BUT A BANG With apologies to TS Eliot for mangling his poem, October will end with a ‘bang’: Editor Jonathan Nash is waiting (im)patiently for this ‘Viewpoint’; there are two Parliamentary Committee Hearings for which preparatory work is required; the MTA Queensland has the Annual Board meeting followed by the Board Lunch on 30th October; and the President’s Ball is the following evening.

I’m looking forward to the Ball and the announcement of the MTA Institute Apprentice of the Year and awards for Community and Innovation.

In the mean time, take care and stay safe.

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What products and services does Freedom Hope Island provide?

RK: We have the service station, the

convenience store, a café, a car rental business, the car wash and a trailer hire business. We also have a number of food vans that we operate from this site.

How did the business start?

RK: We bought the freehold for the

Richard Kaucic

complex in 2000 when it was under construction.

The plan at the time was to run the service station, the convenience store and to let out the café. But, we struggled to find a tenant for the café and when we did find someone to take it on it was not altogether successful. So we decided we would run it ourselves.

After a while, the café reached a stage where it seemed to have no more growth, and with a facility as large as this, that felt like a bit of a waste. We had a commercial kitchen and plenty of available parking, so we began to consider the food van business. We bought a couple of vans and it grew from there.

Our food is freshly made and we now have 16 vans working an area from the Tweed to Brisbane and west to Jimboomba servicing worksites, offices and factories.

The car rental business started in 2006. We have a number of major hotels in the area and tourists were asking about where they could rent a

Richard Kaucic is a veteran of the service station industry. After many years running stations in Melbourne, he moved to southeast Queensland with his family to develop their newest business, Freedom Hope Island a successful multi-venture enterprise and an example of how independent operators can continue to prosper in an industry that continues to evolve. car. We started Premier Car Rentals in response to that and now have a fleet of 45 vehicles ranging from budget cars to SUVs to commercial trucks.

As for the car wash, that works well because we can make offers that tie-in to other areas of the business. For example, someone could use the car wash a certain number of times and receive a free coffee. And, of course, we can use the car wash to clean the food vans and the rental cars. It’s all inter-linked.

How do you keep across so many businesses?

RK: We are a family business and I

wouldn’t be able to do it if my wife and two of my children weren’t involved.

We all have an area that we look after. I oversee everything and work in certain areas as required, while my wife looks after the café and the catering business. My son Mark looks after the trailers, the car wash, and the maintenance and day-to-day running of the vans, while my daughter Renae deals with human resources. My other children have other interests in life and aren’t involved.

What’s your background in the industry?

RK: I trained as a motor mechanic and

completed my apprenticeship at a Mazda dealership in Melbourne.

In those days, service stations were primarily a fuel and repair shop and my father, who was also a motor mechanic, had moved into

the business. I thought it was a good business too, and managed to get a fuel site with the intention to also repair cars. However, over the years, the industry has changed and most service stations don’t have workshops anymore – they have evolved to be more like mini-marts and having a repair shop is not common at all.

Back when I started in Melbourne, I worked with Golden Fleece stations.

They were subsequently taken over

by Caltex and I became a Caltex Franchise Council member. I then became State chairman and then national chairman. I was national chairman for about five years and it gave me a great insight into the way things were run. I was also the Deputy Chair of the VACC Service Station and Convenience Store division for a number of years.

At one stage I was running six service station sites - five of them in Melbourne and this one in Queensland. I was commuting between Melbourne and here for a while but in 2003 I began to concentrate on this site, eventually selling up and moving here permanently in 2009.

Is this type of multi-business enterprise the future for independent service stations?

RK: It is very difficult for an independent to survive. To comply with environmental requirements is very expensive and the fuel volumes that were once there have gone. A

lot of that volume has moved to the shopper docket sites and the mega sites - sites that have, for example, a McDonald’s and which are the most successful outlets these days.

So, as the industry has changed and the margins on fuel have diminished, you have to do something different to keep the doors open. Unless you’ve got some other add-ons to the business, things are very tough.

How many staff do you have?

RK: We have about 30 staff. One of the

benefits of having all the businesses housed on the one site is that staff can help out in different areas. For example, the service station staff help out with the car rental business.

What are your plans for the future?

RK: We will be expanding the kitchen

area in the next few weeks to help increase our refrigeration and storage space. Those plans have been approved and we will start work soon. Other than that, the plan is to focus on maximising the return on what we have.

What do you do with your time off?

RK: When we can, we like to spend

a day at the weekend, as a family, on my boat. We also have family down in Melbourne and from time-to-time we will take a trip there to spend time with them. Other than that, we try to ensure we all have two or three weeks off per year to relax and recharge.

November 2015 Motor Trader | 9

INTRODUCING THE PROFESSIONAL CIRCLE

The MTA Queensland has always had professionalism and trust at the heart of its philosophy. Now, in our globally connected environment, the Association is sharpening its focus on these core principles and its communication with members, industry and the general public. This plan is encompassed in a new concept – the Professional Circle.

10 | Motor Trader November 2015

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HE MTA QUEENSLAND has been recognised and respected by business, Government and the vehicle owning public since the Association’s inception as The Garage and Service Station Proprietors Association, or GASSA, in 1929.

Back then, the automotive industry was on the rise. There were 605,000 vehicles in Australia (76,000 of them in Queensland) - one for every 11 people in the country. Nine years earlier, there was just one vehicle for every 55 people.

With that sort of uptake, it was obvious the motorcar was going to become more accessible for more and more people. To the members of GASSA it was equally clear that their piece of this burgeoning industry needed not only championing but “THE PROFESSIONAL CIRCLE also a guiding hand at its helm.

REPRESENTS THE BENCHMARK Beyond representing their interests to government, the GASSA's intention was to bring together their membership OF INDUSTRY STANDARDS AND and organise themselves in such a way that the public, eager EMBRACES ALL THE THINGS THAT to become part of the motorised revolution, could trust the MAKE THE DIFFERENCE TO EVERYONE businesses that would fuel their new-fangled motorcars.

The November 24, 1929, edition of Brisbane’s Sunday Mail DEALING WITH A BUSINESS IN newspaper reported on the new Association and its THE MOTOR TRADES.” noble intentions: There are approximately 440 petrol pump locations in the Brisbane Institute (MTAI), it is Queensland's City Council area and of these 120 are THE 10 COMMITMENTS leading private provider of automotive to the MTAQ Professional Circle commercial pumps — that is, pumps training and its voice is trusted by ① Honesty installed for the use of commercial industry and the public alike. houses running fleets of motor vehicles. ② Professionalism The MTAQ is all of these things Of the others there are, in every because, after nearly 90 years, the ③ Transparency suburb, fruiterers and grocers' shops principles of 'trust' and 'professionalism' ④ Courtesy that have a single pump, but these remain at the heart of its philosophy. places provide no other service for Now, in the globally connected ⑤ Integrity the motorist, with the exception of environment of the twenty first century, lubricating oil. It is claimed by the new ⑥ Care these critical factors are more important association that if the garages and than ever and the MTAQ plans to further ⑦ Clarity service stations of Brisbane are lifted champion these principles through the to a high standard it will benefit all ⑧ Proactivity Professional Circle. motorists, who will 'consequently get ⑨ Accountability WHAT IS THE PROFESSIONAL CIRCLE? better service' all round.

Launched now, and to be implemented ⑩ Compliance over the next few months into 2016, 'High standards' and 'better service' the Professional Circle represents the – let's call it ‘professionalism’ – and ① Honesty benchmark of industry standards and gaining the trust of the public were, ② Professionalism embraces all the things that make the then, part of the fledgling Association’s CERTIFIED ③ Transparency difference to everyone dealing with a founding principles. ④ Courtesy business in the motor trades.

It provides Nine decades later, the GASSA ⑤ Integrity a clear distinction between MTAQ has become the MTA Queensland ⑥ Care who are ‘inside’ the Circle, and (MTAQ) which, in turn, has become ⑦Members Clarity non-members who are ‘outside’ the Circle. ⑧ Proactivity the automotive industry’s peak ⑨ Accountability For MTAQ Members, the Professional representative body. But the MTAQ Professional Member ⑩Circle Compliance is a guarantee of receiving the is not only that. Through the MTA Treat customers fairly and honestly.

Conduct all business dealings in a professional and ethical manner.

Make full and frank disclosure of written statements and terms in legible plain English.

Present products for sale in a clean and customer friendly environment of a high standard.

Provide a firm quote or best estimate for products and services requested. If estimate is provided, follow up with firm quote once costs are quantified and gain approval to proceed.

Ensure that all reasonable care is taken with customers’ vehicles in your possession.

Establish in advance payment preference via convenient and efficient choices for products or services to be invoiced.

Contact customers in advance for additional needed/recommended products or services.

Have an effective disputes handling process in the event of a customer complaint involving products or services provided.

Abide by Government regulations and industry codes of practice.

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November 2015 Motor Trader | 11

wide range of invaluable business services and benefits provided by MTAQ. But it also acts as vital credentials. The new 10 Commitments to the Professional Circle outlines the ethical pledge between Members and the public, and displaying the Certified 10/10 Professional message will be a statement of professionalism that the public will look for and respect as a true indication that they can trust MTAQ Members’ businesses. As a way of clearly communicating the Certified 10/10 Professional message to the public, in 2016 it will be available as a graphic device, a decal for display purposes and as a message in promotions and advertising.

Other Professional Circle material will also become available in the new year.

“MTAQ Membership provides incomparable value with its range of advocacy, services, training, support and a global training perspective," said Kellie Dewar, General Manager MTAQ. "Being ‘inside the Circle’ is proof of professionalism for every MTAQ Member.”

For the public, the Professional Circle means ‘trust’.

By choosing to deal with an MTAQ Member, they do so in the sure knowledge they can trust the Member’s commitment to the high standards of professionalism that consumers deserve and demand.

"For consumers, being provided with real professionalism in their dealings is truly important," added Ms Dewar.

"They want professionalism. They look for it. And that’s where the Professional Circle plays its part. It lets the consumer who is seeking professional and high-quality work, know that they will find it with an MTAQ Member.”

To cement this connection and engagement with Members and

“CONSUMERS WANT PROFESSIONALISM. THEY LOOK FOR IT. AND THAT’S WHERE THE MTAQ PROFESSIONAL CIRCLE PLAYS ITS PART.”

12 | Motor Trader November 2015

“FOR MTAQ MEMBERS, USING THE MTA INSTITUTE FOR TRAINING IS A SEAMLESS CONTINUATION OF THE VALUE OF BEING IN THE PROFESSIONAL CIRCLE.” the public, new communication initiatives will be introduced.

A focus on highlighting the quality and professionalism of MTAQ Members will be made through established and new channels – including Facebook, Twitter, YouTube and e-newsletters.

More quality content and new features, products and services will flow through the MTAQ and MTAI websites - including a new section for the public which will give them everything from a Q&A portal to being able to locate their nearest MTAQ member.

The Professional Circle will become an integral part of how MTA Queensland works and communicates with Members, clients, the industry and the public.

For the MTA Institute too, the Professional Circle reinforces the high-quality training that has been the Institute's hallmark for more than 40 years.

“For MTAQ Members, using the MTA Institute for training is a seamless continuation of the value of being in the Professional Circle,” said Paul Kulpa, General Manager Training Operations. “For other motor trades clients, who recognise the quality and effectiveness of MTAI training, it is a chance to experience for themselves, through training, the high standards that come with the Professional Circle.

“The MTA Institute delivers the right training, in the right place, in the right way, and that’s what being in the Professional Circle is all about.”

The Professional Circle marks a new chapter in the history of the MTA Queensland and is an exciting development for MTAQ members, the industry and the consumer as the Association reaffirms its status not only as the pre-eminent representative for the motor trades but also as the source of expert and professional services to the public.

HYBRID ELECTRIC VEHICLE INTRODUCTORY COURSE Course Overview Lucrative opportunities exist for businesses willing to adapt to new market trends.

Hybrid Electric Vehicles (HEVs) have arrived and new models are on the way.

In just a few years, HEVs will become one of the biggest automotive growth areas in Australia. Mastering the latest technology takes time; it’s complicated and dangerous. Therefore ‘learning on the job’ isn’t an option - leave it to the experts.

Delivered by industry professionals, the Hybrid Electric Vehicle Course is designed specifically for automotive repairers wanting to familiarise themselves on HEVs. All the information you need to understand hybrid technology and associated safe working practices will be covered in this basic introductory session.

1. Understand principles of HEV vehicle technology 2. Tools, usage and safety requirements 3. Component identification and location 4. Skills and knowledge required to deactivate and isolate the high voltage supply system in HEV Date: Time:

Tuesday, 8th December 6:00pm to 9:00pm (light refreshments provided from 5:30pm)

Location: MTA Global, Eight Mile Plains Cost: $330 per person (Inc GST)

Learner Requirements Certificate III qualification or near completion of an automotive apprenticeship.

Tools and relevent equipment will be provided. Standard workshop attire required.

Enrol Should you wish to enrol, or require further information, please contact one of our friendly staff on 3722 3000.

Address Freeway Office Park, Building 8, 2728 Logan Road, Eight Mile Plains, Queensland, Australia 4113 Training +61 7 3722 3000 Fax +61 7 3844 4488 Email training@mtaglobal.com.au Website www.mtaglobal.com.au Postal PO Box 4530 Eight Mile Plains, Queensland, Australia 4113

November 2015 Motor Trader | 13

20150292

MTA Global Sir Jack Brabham Automotive Centre of Excellence

News

HAVAL LAUNCHES WITH THREE-MODEL LINE-UP

C

HINESE SUV MAKER HAVAL has launched into the Australian market with three premium models – the small H2, the five-seat H8 and seven-seat H9.

China’s top-selling SUV brand, HAVAL is focused on that market and is committed, it says, to becoming the world’s leading premium SUV brand.

“I am delighted to launch HAVAL in one of the most competitive, mature markets in the world,” said Managing Director Parker Shi. “When other manufacturers are spreading their talents across a wide range of vehicles and platforms, HAVAL is focusing and specialising.

Specialising in the fastest growing automotive sector in the world.”

“Every HAVAL is designed to achieve the 5-star ANCAP rating and we are actively working with ANCAP to realise this result in Australia,” said Chief Marketing Officer Tim Smith.

Four dealerships have been established so far, in Berwick, Geelong, Sydney and Perth but the company

says several more will be in place by the end of the year with as many as 25 up and running by the end of 2016.

“We are very excited to open our first four dealerships in Australia,” said Mr Smith. “It’s the beginning of a new chapter for HAVAL and for automotive history in Australia.”

“SINCE THE LAUNCH

OF OUR FIRST SUV IN CHINA IN 2002, HAVAL HAS BECOME THE NO.1 SUV MANUFACTURER IN THE WORLD’S LARGEST AUTOMOBILE MARKET.” “Since the launch of our first SUV in China in 2002, HAVAL has become the No.1 SUV manufacturer in the world’s largest automobile market. We have been the topselling SUV brand in China for 13 consecutive years.

“Australia is a country where SUVs sales have doubled in the past five years. We are confident our combination of quality product and outstanding value for money will prove popular with Australian customers.”

All HAVAL models will come with 5 year, 100,000km warranty, 5 years roadside assistance and 5 year HAVAL Service Price Guarantee and are designed to meet top safety ratings.

14 | Motor Trader November 2015

HAVAL H2 An ‘urban SUV’, the H2 is powered by a turbocharged 1.5-litre petrol engine producing 110 kW and 210 Nm of torque. Standard safety features include six airbags, ESP, active headrests and a tyre pressure monitoring system.

HAVAL H8

HAVAL H9

The company’s large urban SUV has dual wishbone independent front suspension and multi-link independent rear suspension, and is powered by a 2.0-litre direct injection turbocharged engine. Safety features include six airbags, ESP, Hill Descent Control, driver condition monitoring and reversing camera.

The H9 tops the HAVAL range and has a ladder frame chassis and dual range powertrain. It uses the same 2.0-litre turbocharged engine found in the H8, producing 160 kW and 324 Nm. The LUX model boasts an electronic all terrain control system, with a Borg Warner torque on demand intelligent 4WD system, including a 4L mode for maximum traction.

2016 Retail Motor Trade Diary THIS QUALITY DIARY FEATURES: ✷ Professional design complete with gold corners and stitched spine backing ✷ Important telephone numbers and contact details ✷ 30 minute per day time slots ✷ Day by day planning

Member’s price $22 (GST inclusive) plus postage and handling.

Non Member’s price $25 (GST inclusive) plus postage and handling.

ORDER NOW TO SECURE YOUR COPY and avoid disappointment.

(Due for delivery mid-November) Just fax this completed form back to MTA-Q on (07) 3844 4488, OR email stationery@mtaq.com.au Please supply: ____ copies of the 2016 Motor Trade’s Diary at TOTAL $

(Plus postage and handling)

Company Name: Address: Postcode: Phone: (

)

Fax: (

Contact Name:

)

Date:

MTA-Q Member: Membership number/Account number: Capricorn Account number: Please bill to my account OR see payment details below Method of Payment: Cheque (Payable to MTAQ) / MasterCard / Visa Card Number: __ __ __ __/ __ __ __ __/ __ __ __ __/ __ __ __ __/

Expiry Date: __/__

Signature:

MTA Queensland Address Building 8, 2728 Logan Road Eight Mile Plains Qld 4113 Postal PO Box 4530 Eight Mile Plains Qld 4113 Tel (07) 3237 8777 Toll Free 1800 177 951

20120033

Name on Card:

CVN: __ __ __ /

FORD’S WORKHORSE WONDER

T

HERE ARE SOME amazing facts that surround the Ford F-Series pick-up trucks. For one thing, they’ve been around for an awfully long time – Ford has been churning them out since 1948.

Secondly, and perhaps even more amazing, is that they have been the best-selling vehicle in the US for the past 33 years. US sales of the F-series in 2014 amounted to an astonishing 753,851 units. Transplant those figures to Australia and that would mean a 75 per cent share of the entire new car market!

Designed from the start to be America’s workhorse truck, the F-series found favour internationally too and there are plenty of examples still performing sterling service across Australia.

One particularly outstanding example is this 1955 F100, owned by John Williams from the Ampol service station in Cloncurry.

John has owned the truck since 2013, though his interest in the F-Series goes a long way further back than that.

“I’m from Cloncurry and did my motor mechanic trade here at the Ford garage,” says John. “When I worked with my father we had an F100 as a workshop truck. I always liked the shape of it, and I had been looking for one ever since.

“Over the years I’ve actually owned a couple of 1970 model F100s, and I did once have a ’54 but could never find the time to restore it so I sold it on to a young fella in Townsville.

“But then this one came up. It was on display in Carmichael Ford in Townsville and a friend of mine put me onto it.

16 | Motor Trader November 2015

“He told me that the chap who owned it wanted to sell, so I had a look at it, discussed the terms and the price and ended up buying it.”

It turns out that this F100 was no ordinary truck.

The 60-year-old pick-up had already gone through a pretty thorough restoration and John was more than happy to find it in the condition it was in, with only a few minor alterations possibly required.

“It was a find all right. It was immaculate,” says John.

“And it is pretty much original. It has the original gearbox with a three-speed column change, the tray body is genuine steel and the motor is an original 272 Y-block Overhead Valve V8, though the inlet manifold has been changed and it has a 650 Holley on it.

“The paint is not original, of course - it’s a pearl effect with gold fleck. When you get it out into the sun it looks spot-on.

“I put a little scratch on one mudguard when I was bringing the truck home on a car trailer,” he adds. “And when I got the local panel beater to patch it up we had a bit of fun trying to match that colour!”

While these changes and others, including the installation of wider rims and radial tyres, have arguably improved the truck, there is one inherited alteration that John certainly does not approve of.

“Someone put a Holden electric fan in it!” he exclaims.

“They took the old fan off the motor and put a thermoelectric fan from a VK Holden in there to keep it cool. It does the job but you shouldn’t be putting Holden parts in a Ford!”

MAKE: FORD MODEL: F100 PICK-UP YEAR: 1955 ENGINE: 272 Y-BLOCK OVERHEAD VALVE V8 OWNER: JOHN WILLIAMS OWNED: 2 YEARS

With such a classic, and near-original, truck, it is little wonder that John doesn’t drag it out every day to use for his daily commute, instead preferring to use it for a few hours of cruising at the weekends.

“Some blokes have a Harley-Davidson, I have a motorcar,” he says. “I just jump in and go for a drive.

We do have bitumen roads up here and I might go out towards Mt Isa for 20kms or so, just cruising.”

A 1955 F100 is, of course, pretty rare and when John does take it out for a spin, he gets plenty of wide-eyed looks.

“People love it,” he says. “They’ll stop and stare at it and every now and again I park it out the front of the servo and it attracts a bit of a crowd.

“The daughter of a mate of mine has even used it for her graduation!”

It’s John’s intention not to make any major changes to the truck. In common with other owners of classic vehicles, the idea of keeping it as close to factory-standard is important, and it is easier to be able to do that with an American truck, even one that is six decades old.

“I do intend to keep it original,” says John. “It’s more valuable keeping it like that than if you tear the motor out and put another one in there.

“And it is fairly easy to get parts for it if I need them.

There are a lot of these things in America and there are plenty of reproduction parts available.”

Like many in the automotive industry John has owned one or two classic motors in his time.

DO YOU HAVE A PRIDE AND JOY IN THE GARAGE THAT YOU WOULD LOVE TO SEE IN THE PAGES OF MOTOR TRADER?

“I’ve bought lots of cars and sold them on,” he Contact Jonathan Nash at jonathann@ says. “As a young mtaq.com.au or 07 3237 8721 and let’s see if we can share your classic apprentice I had a with other members.

FJ Holden Ute, and I had a couple of compact Fairlanes too. But that was when I was an apprentice and there wasn’t much money around. Back then, if you could get a car, could do it up, clean it up and sell it for more than you paid for it, then you were laughing. These days though, I am able to have the F100 and I also own a 1971 Ford Fairlane.

“The Fairlane is an ongoing project,” he adds. “I do drive it but the exhaust is a little bit rotted and there’s a little leak in the transmission gasket, so I’ll have to fix those. One day, I’ll clean the engine bay, detail it and do the other things that are needed. But that’s for another time - when I retire I’m going to need something to do!”

November 2015 Motor Trader | 17

give yourself an Technical Information Service Your MTA Queensland membership gives you access to a vast technical library.

Save with our Corporate Partners

Capricorn makes it easier for its members buy parts, earn reward points and share in the benefits of being a member of the largest and oldest automotive parts buying cooperatives in Australasia.

Industrial Relations As a member of MTA Queensland you have access to industry-specific industrial relations advice and representation.

Legal Advice Members can access professional legal assistance as part of their membership of MTA Queensland.

Industry Awareness Members receive regular industry specific publications to keep you abreast of changes, legislative requirements, developments and initiatives in your industry.

• The MTA Queensland logo provides an element of differentiation between you and other businesses and may just form the key point of difference for a potential customer.

• MTA Queensland actively lobbies Governments with the best interest of our members to reduce red tape and streamline process for business owners.

• Being a Member gives you input in the future productivity and profitability of your industry and the opportunity to positively influence it’s future through divisional and regional committees.

MTA Queensland, Building 8, 2728 Logan Road Eight Mile Plains Qld 4113 07 3237 8777 | info@mtaq.com.au | www.mtaq.com.au

Dun and Bradstreet is the nation’s foremost credit control and debt collection agency. Members are eligible for substantial savings on annual subscriptions.

The Commonwealth Bank offers members some of the lowest EFTPOS charges in the country. Members have saved thousands with CBA.

MTAA Superannuation is the industry’s superfund. Our superannuation partner has over 200,000 members who enjoy excellent service and returns.

The highly experienced team at Australian All Energy Solutions provide the most cost-effective and comprehensive solar power packages for any business.

Guard Insurance Brokers specialises in insurance and risk management solutions and offers dedicated service to MTAQ members at market leading rates.

OurAuto Tech-Centre is a repair information service offering technical information on more than 90 per cent of passenger vehicles on our roads.

Available to MTAQ members at a 20 per cent discount.

20120064

Consumer Complaints MTA Queensland will assist Member Businesses to facilitate this process in the event of a consumer complaint.

MEMBERS

KOREAN STUDENTS IN TRAINING FOR AUTO CAREER

ESSENTIALS Contents 19 Training matters 26 Member profiles

BRISBANE MOTORCYCLES CABOOLTURE ‘ON THE ROAD’ AUTOMOTIVE REPAIRS RON STREETER MOTORS PTY LTD

28 Industrial relations Students from Daejeon in South Korea meeting with Brisbane Lord Mayor Graham Quirk

S

INCE THE BEGINNING of October, the MTA Institute (MTAI) has been training four young automotive students from South Korea.

The 18-year-old trainees are studying with the aim to earn a Certificate I in Automotive Vocational Preparation in Light Vehicle Automotive and are the second group to travel to Australia from the Daejeon region of South Korea to take the specially designed course. A group of ten young trainees took part in the program at the start of the year.

The Certificate I course consists of a four-week intensive English language training program, followed by four weeks of training at MTAI's workshop facility before concluding with a work experience component provided by MTAQ. The course was organised by MTAI in conjunction with Smart Education

“WE STARTED WITH

ENVIRONMENTAL AND HEALTH AND SAFETY UNITS, AND THEN MOVED ON TO THE USE OF TOOLS, COOLING SYSTEMS, SUSPENSION, BRAKES – REALLY WE’VE DONE MORE ADVANCED WORK THAN NECESSARY FOR A CERT I.”

Training Australia (SETA), a leading education and training consultancy based in Brisbane which assists international students planning to study in Australia.

For the four-week period of practical training at the Sir Jack November 2015 Motor Trader | 19

M EE MM BBE ER RS S E SE S SE SN ET INA TL IS A L S

Training matters

E S S E N T I A L S

Training matters Brabham Automotive Centre of Excellence, the students were guided by experienced MTAI trainer Alex Fletcher, who was impressed with the way the students took to the course.

"They’ve gained a lot of good skills,” said Alex. “We started with environmental and health and safety units, and then moved on to the use of tools, cooling systems, suspension, brakes – really we’ve done more advanced work than necessary for a Cert I. They’ve got good skills and I feel that, put into the workplace, they’ll do us proud.”

The students are now testing themselves in the real world as

MTAIT TRAINER PROFILE

M E M B E R S

they take part in three weeks of work experience with the Keema Hyundai dealership at Mount Gravatt in Brisbane.

Future courses are planned as the collaboration and partnership between the MTAI, its Daejeon partners, and SETA continues to develop.

The four MTAI students are not the only young people from Daejeon currently training in southeast Queensland. They were joined by more than 40 others who have travelled to study courses in various industries, from automotive to hospitality.

And all of the students were present at a function at Brisbane City Hall where they were introduced to Brisbane Lord Mayor Graham Quirk.

The Mayor commented on the close sister-city relationship enjoyed between Brisbane and Daejeon and his hopes that the young Koreans would continue to enjoy the educational and cultural experience of living and Brisbane Lord Mayor Graham Quirk and MTAI Business Development Manager Anthony Bonaccorso training in Brisbane.

SCOTT BUCKLEY

What is your background in the automotive industry?

Long and varied. I grew up in Central Victoria grain country and was taught by my father.

Have spent the last 20 years in Cairns.

When did you become a trainer for MTA Institute of Technology?

2007.

What geographical area do you service?

Cairns and surrounding area.

What is the most satisfying aspect of your role as a trainer for MTA Institute?

What is your specialised area?

Agricultural Mechanical Technology, Heavy Vehicle Road Transport, Automotive Mechanical - Air Conditioning, Light Vehicle, Motorcycle and Parts Interpreting.

20 | Motor Trader November 2015

Jamahl Byrne

STUDENT OF THE MONTH JAMAHL BYRNE IS the MTAI Student of the Month for October. The 19-year-old, fourth-year light vehicle apprentice with Mareeba Toyota and Hansen Ford, has impressed everyone with his enthusiasm and dedication to his work and training - dedication which even extends to an ongoing home-based, Mustang restoration project.

“Jamahl demonstrates a real eagerness to know more about the subjects we are working on," said Scott Buckley, Jamahl's MTAI trainer. "He doesn’t hesitate to ask specific questions to gain a deeper understanding of a subject.”

According to his boss at Mareeba Toyota and Hansen Ford, Service Manager Luke Micklewright, Jamahl has been a real asset to the business.

“He is keen as mustard and always ready to help out," said Luke. "He started with us as a school-based apprentice and has really excelled. He's easy to work with and gets along very well with all his colleagues."

Jamahl may soon finish his apprenticeship, but it would seem his training won't end there.

“We'd like him to continue training and take the manufacturers course to become a Toyota Master Technician," said Luke. "We have big plans for him."

Having the apprentice understand the theory and apply that into the correct performance and diagnostics.

Why should someone consider a career in the automotive industry?

It's a great trade that provides good opportunities. It doesn’t lose its interest – it's an everyday challenge. It's always a good topic of conversation at BBQ’s.

When you tell people you’re a mechanic everyone wants to know you!

What is the best piece of advice you can give to an apprentice starting out in the industry?

Dealing with the industry, understanding where the industry is going and the intricacies involved and providing that information to apprentices. Also, watching apprentices understand how things work!

There is no such thing as a silly question.

Ask any question and learn what you can to get the best of your trade.

What do you believe is the most important aspect of training?

I like to tinker – messing around on some small engines.

When you’re not training, what do you like to do?

WINNER 2015 FUND OF THE YEAR ~ MEDIUM

Do you have

less than 20 employees?

Will you be SuperStream ready?

Did you know that the Government’s SuperStream reforms mean you might need to change the way you are paying employees’ super by 30 June, 2016? Under SuperStream, employers must make superannuation contributions on behalf of their employees by submitting data and payments electronically in a consistent and simplified manner.

An easy solution MTAA Super can help your business save time and money with its QuickSuper one-transaction clearing house.

KEY BENEFITS • Make all your super contributions with ONE transaction • 24x7 web-based access • Free for default or registered employers* • Upload payment information directly from your payroll system or input manually • Online validation of payments to ensure accuracy • Add new employees without additional paperwork • Secure online facility TAKE THE NEXT STEP Go to the MTAA Super website mtaasuper.com.au/get-superstream-ready to find out how we can help you be SuperStream compliant by 30 June, 2016. Alternatively, please contact our Customer Service Centre directly on 1300 362 415.

*The MTAA Super Clearing House is accessible free of charge to default or registered employers of MTAA Super subject to application criteria.

Other employers may be granted use of the service at the approval of the Trustee.

mtaasuper.com.au This document is issued by Motor Trades Association of Australia Superannuation Fund Pty Limited (ABN 14 008 650 628, AFSL 238 718) of Level 3, 39 Brisbane Avenue Barton ACT 2600, Trustee of the MTAA Superannuation Fund (ABN 74 559 365 913). Motor Trades Association of Australia Superannuation Fund Pty Limited has ownership interests in Industry Super Holdings Pty Ltd and Members Equity Bank Limited.

The information provided is of a general nature and does not take into account your specific needs or personal situation. You should assess your financial position and personal objectives before making any decision based on this information. We also recommend that you seek advice from a licensed financial adviser. The MTAA Super Product Disclosure Statement (PDS), an important document containing all the information you need to make a decision about MTAA Super, can be obtained by calling MTAA Super on 1300 362 415 or visiting mtaasuper.com.au/handbooks. You should consider the PDS in making a decision. The MTAA Super Clearing House is a non-cash payment facility issued by Westpac Banking Corporation and is regulated by the Government as a financial product. You should consider the terms and conditions in the Product Disclosure Statement in deciding whether to use the MTAA Super Clearing House, which is available from clearinghouse.mtaasuper.com.au.

E S S E N T I A L S M E M B E R S

Training matters

RACQ CONFERENCE BR TOGETHER AS MTAQ MEM

M

ORE THAN 200 RACQ service providers, agents and approved repairers gathered at the Sanctuary Cove resort on Queensland’s Gold Coast in October for the organisation’s annual Operations Network Conference.

With a theme of ‘Driving Operational Excellence’, the focus of the conference was safety, skill and service, and the attendees were able to participate in seminars and workshops from guest speakers on a range of topics including Fatigue Management & Fitness for Duty and Injury Management, Insurance Product & Pricing, Working Smarter Not Harder! – Workload Management, and Service Reporting.

“The conference is well-attended every year,” said Natalie Senescall, Executive Manager Roadside Assistance Network for RACQ. “It’s the one time of the year that we invite all of our contractors together and the purpose is to provide them with updates about our organisation – what strategy and direction we are taking - and also give them the opportunity to network with,

22 | Motor Trader November 2015

Anthony Bonaccorso and Leoni Murphy represented MTA Queensland

and learn from, each other.”

The MTA Queensland was present at the conference for the third year running. The Association exhibited at the trade show that ran parallel to the conference and both Industrial Relations Manager Ted Kowalski and Business Development Manager Anthony Bonaccorso made presentations to attendees, covering subjects including common industrial issues faced by business owners and the training opportunities offered by the MTA Institute.

A gala award dinner was held on the last night of the conference

with the RACQ recognising the achievements of its service providers and approved repairers.

The MTAQ donated a toolbox as a 'lucky door' prize for the evening - a prize won by Michelle Kinninmont from Lotop, Ashmore.

One of the big winners on the night was Proserpine Auto Repairs and Towing Service, an MTAQ member business owned and run by Rhonda and Bryan Davy.

Founded in 1984, Proserpine Auto Repairs and Towing Service took the Level 1 Contracted Service Provider of the Year award - the top prize for businesses that carry out between 3500 and 100,000 call-outs per year.

To win is no mean feat – businesses have to meet the RACQ’s high standards in a number of areas to be considered for the award.

“We present the awards after seeing how a business does at attaining our service levels,” explained Ms Senescall. “These include having a mobilisation rate (meaning they are able to mobilise vehicles at the roadside without having to tow it to a workshop) above 92 per cent; have

a complaint ratio of less than .20 and comply with safety requirements.”

To be presented with the top award was a particularly special achievement for Proserpine Auto Repairs and Towing Service. With a volume of call-outs at the lower end of the Level 1 band, it meant they were up against

Rhonda Davy from Proserpine Auto Repairs and Towing Service

much bigger enterprises.

“We have two tow trucks, two patrol vehicles and two patrolmen on a rotating roster, but usually Bryan does a fair number of the call outs,” said Rhonda.

“I’m not exactly sure of the number but it would be somewhere between 3600 and 4000,”

MTAQ HOSTS FIJIAN INSURANCE DELEGATION THE MTA QUEENSLAND played host to a delegation from Fiji in October.

The visitors included the Chief Executive Officer of Sun Insurance Fiji, Mr Lolesh Sharma; Mr Thomas Naua, Claims Manager Sun Insurance Fiji, and representatives of Australian company, National facility CEO of Sun Insurance Fiji, Lolesh Sharma (second from right) was given a tour of the MTAQ training Transport Insurance.

Sun Insurance is a Fiji-owned and operated base of more than 80,000 policyholders. insurance company based in Suva The tour of MTAQ’s training centre that has 20 per cent of the Fiji General was part of a visit designed to see Insurance market and a current client first-hand how repairs are carried

out in Australia and to assess future trends in the industry and how they might affect the Fijian automotive industry as it develops.

“We prepared a presentation on the collision repair industry and the variety and scope of training available through the MTA Institute,” said General Manager Training Operations Paul Kulpa. “It is always a pleasure to meet industry professionals from other nations and to assist where we can.”

November 2015 Motor Trader | 23

E S S E N T I A L S

Ted Kowalski (left) and Anthony Bonaccorso made presentations to the RACQ delegates

To receive the award was a very proud moment for Rhonda, who only decided to attend the conference at the last minute. With husband Bryan attending the Australian MotoGP at Phillip island the same weekend as the conference, it took some gentle prodding by the RACQ to persuade her to make the trip to the Gold Coast.

“I had an inkling something was up because we were told that it might be a good idea for someone to be there,” said Rhonda. “But I never envisaged that we might win this award, especially in Level 1.

"I was stunned and I am very proud, as are our staff. And already we’ve had a few customers come in, see the award and congratulate us, which is great.

“Bryan has put a lot of effort into making sure everything is done correctly – that we follow the correct procedures, wear the correct uniforms and so on. And we must be doing something right because we haven’t had any complaints at all this year!”

M E M B E R S

INGS NETWORK MBER TAKES TOP AWARD

E S S E N T I A L S M E M B E R S

Training matters

MTAQ LAUNCHES AUTO INITIATION PROGRAM T HE AUTO INITIATION program, the MTA Queensland’s (MTAQ) pre-vocational automotive course, is now underway with 18 students from the Brisbane area participating in the first course being run from MTAQ’s training centre, the Sir Jack Brabham Automotive Centre of Excellence.

A nine-week course, through which participants will earn Karen Gummerson delivers 'life skills' training to the new Auto Initiation students a Certificate II in Automotive Vocational Placement, the Auto workplace tools and equipment, the Initiation program is designed to give fundamentals of mechanical systems students both the basic skills and and electrical systems, and the knowledge required to work in the removal and tagging of engine automotive industry as well as training system components. in the ‘life skills’ that will give them the Two weeks of ‘life skills’ training confidence to be ‘job-ready’. will cover such elements as language, Within the five-week practical literacy and numeracy, motivation, training element of the course, managing emotions, setting goals, students are given instruction in a financial management and First Aid. variety of tasks and skills, including The final two weeks of the how to apply safe work practices, course are dedicated to work experience placements. the use and maintenance of

The Auto Initiation program is delivered under the Queensland Government’s Skilling Queenslanders for Work initiative – an initiative designed to provide skills development, training and job opportunities to unemployed, disengaged or disadvantaged Queenslanders.

Falling under the Community Work Skills element of the initiative, the Auto Initiation program will be delivered by MTA Institute trainers to regional areas including the Gold Coast, Hervey Bay, Bundaberg, the Sunshine Coast, Mackay, Rockhampton, Gladstone, Townsville and Mount Isa. For more information about the Auto Initiation program, contact Karen Gummerson at karen. gummerson@bigpond.com or 0421 552725.

This Skilling Queenslanders for Work project is proudly funded and supported by the Queensland Government.

NEW ACCELR8 PROGRAM READY FOR LAUNCH STUDENTS FROM A number of Ipswich-area high schools attended a presentation evening in October to learn more about the AccelR8 training program.

Among those giving presentations was MTA Institute’s (MTAI) Business Development Manager, Anthony Bonaccorso.

An initiative of Queensland’s Department of Education, Training and Employment (DET), in partnership with employers, training organisations, schools, students and parents/guardians, AccelR8 is a ‘school-to-work’ transition program, designed to prepare Year 12 school students for the move to full-time automotive industry employment.

24 | Motor Trader November 2015

The course offers students the chance to achieve a Certificate II in Automotive Vocational Preparation by completing three days of theory study at school with an MTA Institute (MTAI) trainer, three days of practical work at MTAI’s state-of-the-art workshop facility, and participating in a 20-week work experience and training placement (one day per week) at an automotive business.

At the end of the program, which coincides with the students completing Year 12, their work placement employer has the opportunity to take them on as a full-time apprentice.

The program is designed to establish an entry-level pathway for young people to enter the industry

and give students an opportunity to develop their skills while receiving genuine work experience.

For employers, the program offers the opportunity to work with potential employees who have received solid industry training and have proven themselves to be enthusiastic about a career in the automotive trades.

This will be the second AccelR8 program in which MTAI has been involved. The first program, run earlier this year, was recently completed with a number of students receiving offers of an apprenticeship. An awards ceremony will take place in November to celebrate the students’ achievements.

J

has organised presents yet, so here are a few more automotive-related items we’ve found from around the internet that might make interesting gifts.

GEAR CUFFLINKS NEED THAT FINAL touch to your ‘Sunday best’ attire? How about these rather stylish cufflinks, which feature a moving gear lever and come in a special handmade box. A subtle fashion statement for the petrolhead in all of us.

Price: $29.95 Price: www.etsy.com

SHOCK ABSORBER PEN HERE’S A NIFTY gift for the automotive fan – a shock absorber mini pen.

Handcrafted, the pen features a Kingwood timber design with polished chrome and gold accents and a working spring.

It has a twist on/ off lid and comes pre loaded with a black ink refill and a protective felt sleeve.

Price: $42 www.etsy.com

CAR BOOT ORGANISER PUT AN END to those annoying loose items rolling around the boot of your car with this strong, polyester organiser. Has three compartments and can be folded in half for smaller loads. Mesh side pockets allow you to quickly locate often-used items and there are two further pockets with Velcro closure. The organiser folds down completely for easy storage when not in use.

Price: $29 www.lorrainelea.com

CAFE RACER RECYCLED TYRE WASH BAG MADE FROM RUBBER reclaimed from recycled tyres that might otherwise be wasted in landfill, this rather nifty wash bag is just the thing for the regular traveller. And you’ll be doing your bit for the environment too!

Price: $54 www.navycrockett.com.au

BOLT CUP MADE TO LOOK like a classic bolt you’d find in many a toolbox or workshop, this coffee mug is just the thing for the mechanic in all of us. Comes complete in a neat little gift box.

Price: £15.30 (Approx: $33) www.thegiftoasis.com November 2015 Motor Trader | 25

E S S E N T I A L S

UST A FEW weeks to go now until Christmas and the arrival of the rotund bloke in the big red suit. We’re guessing that not everyone

M E M B E R S

MT’s Christmas gift guide

E S S E N T I A L S M E M B E R S

Member profiles

Brisbane Motorcycles Caboolture

‘On the Road’ Automotive Repairs

How did you hear about the Motor Trades Association of Queensland? (MTAQ)

What is the best thing about working in your industry?

Previous employer.

Location: 106 Verbena Road, Tamborine

How has being an MTAQ member benefited your business?

To be recognised in the community and to be referred to by customers as a competent, honest mechanic.

Type of business: Mechanical workshop and mobile unit.

Provides support for our Apprentice with training and to our administration department.

Number of employees: 4 Trading since: 2001 MTAQ member since: 2001

Ron Streeter Motors Pty Ltd

26 | Motor Trader November 2015

What has been your proudest business achievement to date?

Starting the business from scratch and to still be going strong 14 years later.

What is the best piece of business advice you have ever given or been given?

Treat people how you would like to be treated yourself. Listen, communicate and solve the problem.

What would you say to someone thinking about joining MTAQ? It’s worth being a member of a reputable organisation as it shows commitment to the industry.

Type of business: Motorcycle Dealership Number of employees: 17 Trading since: 2010 MTAQ member since: 2010

What is the best thing about working in your industry?

Was a Member at Brisbane Motorcycles Windsor.

The people with a passion for motorcycles.

How has being an MTAQ member benefited your business?

What is the best piece of business advice you have ever given or been given?

Availability of industry information and IR advice.

Treat your customers as you like to be treated yourself.

What has been your proudest business achievement to date?

What would you say to someone thinking about joining MTAQ?

Being awarded 2015 National Dealer of the Year by Honda Motorcycles.

Money well spent.

‘On the Road’ Automotive Repairs

Ron Streeter Motors Pty Ltd Location: 4 Hildebrand Street, Gladstone Type of business: Mechanical Repairs and Servicing Number of employees: 10 Trading since: 1983 MTAQ member since: 2005

How did you hear about the Motor Trades Association of Queensland? (MTAQ)

What is the best thing about working in your industry?

Been aware of it most of my working life.

The constantly changing technology and the fact I always wanted to be a mechanic which has led me on a lifetime adventure (54 years).

How has being an MTAQ member benefited your business?

Recognition from customers as a business which operates to a set of standards as per the MTAQ Code of Conduct.

What has been your proudest business achievement to date?

Surviving through good times and bad, training many apprentices, and being respected by our customers, suppliers and competitors.

What is the best piece of business advice you have ever given or been given?

Always treat customers and employees as you would like to be treated yourself.

Always be honest and open, and be ready to admit if you make a mistake and fix it.

What would you say to someone thinking about joining MTAQ? It's very important. Make use of the MTAQ training facilities.

November 2015 Motor Trader | 27

E S S E N T I A L S

Location: 42 Beerburrum Road, Caboolture

How did you hear about the Motor Trades Association of Queensland? (MTAQ)

M E M B E R S

Brisbane Motorcycles Caboolture

E S S E N T I A L S M E M B E R S

Industrial relations

TED KOWALSKI INDUSTRIAL RELATIONS MANAGER

WHAT ARE THE NATIONAL EMPLOYMENT STANDARDS? – Part 2

L

AST MONTH WE looked at the first three of the ten National Employment Standards ie., Maximum weekly hours; Requests for flexible working arrangements; and Parental leave and related entitlements. This month we look at the next three of those Standards;• Annual leave • Personal Carer’s Leave • Community Service Leave

ANNUAL LEAVE The NES gives all employees an entitlement to 4 weeks annual leave (5 weeks for continuous shift workers) and makes clear that taking of annual leave requires mutual agreement between the employee and the

Immediate family is an employee’s: • spouse • de facto partner • child • parent • grandparent • grandchild • sibling, or a • child, parent, grandparent, grandchild or sibling of the employee’s spouse or de facto partner.

The compassionate leave provisions allows an employee up to two paid days absence for each occasion when a member of the employee’s immediate family or household either contracts or develops a personal illness or injury which poses a serious threat to his or her life or dies. Notice and evidence obligations apply. A casual can claim compassionate leave but has no entitlement to be paid for the absence.

employer. This provision states that, on termination, an employee must be paid for any outstanding annual leave accrual they would have been paid had they physically taken the leave – effectively inferring that leave loading is payable at time of termination.

Entitlement to annual leave loading does not come via the NES but through whatever award the employee is covered by - if any. Consequently, managerial employees, not covered by an award, would only be paid leave loading if their employer chose to do so.

PERSONAL/CARER’S LEAVE AND COMPASSIONATE LEAVE Personal leave is what was previously known as sick leave and this provision allows a full time permanent employee ten paid days per year which accrue progressively through the year. The entitlement is cumulative, so that any accrual not accessed in one year carries on into the next –indefinitely, but there is no payout of unused accrual at time of termination. Permanent part time employees also accrue personal leave based on their actual hours of work but casuals do not.

Carer’s leave allows an employee to use their accrued personal leave to provide care or support to a member of the employee’s immediate family or household when that person requires care or support due to personal illness, personal injury or an unexpected emergency affecting the member. An employer can require the employee to provide proof of their claim for carer’s leave and the employee can access whatever personal leave they have accrued as carer’s leave.

COMMUNITY SERVICE LEAVE This covers jury service and voluntary emergency management activity such as Rural Fire Brigade and SES. Employees called up to serve on a jury are entitled to have 10 days of the service covered by make-up pay ie., the employer pays them the difference between what they would normally have been paid for ordinary hours of work and what the court pays them for attendance on a jury. Voluntary emergency management service does not attract any make-up pay, or any paid leave entitlement.

In our next month’s magazine we will examine the remaining provisions of the National Employment Standards.

MTA QUEENSLAND WELCOMES THE FOLLOWING NEW MEMBERS Business Name

Principal/s

Address

Email

Division

Any Steel Services

Damien Finch

325 Mons Road, Forest Glen Q 4556

sales@anysteelqld.com.au

ARD

Bridgestone Select Nundah

Caleb Sos

1288 Sandgate Road, Nundah Q 4012

sales@bselectnundah.com

TUDQ

Tyrepower Cooroy

Michael Black

3 Jarrah Street, Cooroy Q 4563

cooroy@tyrepower.com.au

TUDQ

28 | Motor Trader November 2015

Investment matters

MARKET WRAP

T

HE QUARTER STARTED strongly following a soft period as Greece made its attempts to reach an agreement with the Eurozone. However, this gave way to unease as, globally, markets became wary of risks around China and the uncertainty regarding the US Federal Reserve interest rate cycle.

China was the main driver of volatility following some soft economic data that fed into fears for commodities and a hard landing.

The government had to take extraordinary measures to calm investor nerves including devaluing the currency, which only compounded the issue.

The Federal Reserve left rates on hold, which disappointed markets and fuelled concerns regarding the strength of the global economy.

However, the recently released minutes of the Federal Reserve appear to suggest that it is seeking to manage market expectations and, with steady improvement in employment and US confidence remaining strong, it would appear to be only a matter of time before rates are increased.

Domestically, during this period it was also an interesting time with a change in leadership and the majority of companies reporting financial year results.

The new PM is promising to consult and explain the case for policy change and it is clear that Turnbull is targeting business confidence in a step to reinvigorate the prominence of the 'small-L' liberals within the party.

In relation to reporting season, overall our portfolios performance have been strong relative to the market. Macroeconomic events, however, tended to overshadow

“CONSENSUS FORECASTS REMAIN MODEST AND LITTLE IS EXPECTED FOR EITHER THE GLOBAL OR DOMESTIC ECONOMIES SO SMALL IMPROVEMENTS WILL BE WELL RECEIVED.” these results but we have been relatively satisfied.

Looking out, markets continue to remain volatile. Continuing uncertainty regarding the US Federal Reserve interest rate direction, leadership in Australia, and the strength of the Chinese economy dominate the outlook.

However, a factor supporting markets is that expectations are low.

Consensus forecasts remain modest and little is expected for either the global or domestic economies, so small improvements will be well received.

Additionally, the currency pullback supports the earnings of exporters and those operating offshore. The adjustment that occurs with the lower A$ will support earnings for a range of companies.

Furthermore, offshore investors (who are often the incremental buyer) will be more inclined to buy into Australia at these levels.

Furthermore, large sectors, in particular banks, have led the market down and offer considerable value.

Following capital raisings, these banks are in better positions and we expect them to further increase interest rates on mortgages.

In light of these market developments, our current portfolio is focused on the following: • Companies with sustainable growth, especially those that are best placed to deliver top-line growth via strong business models with structural competitive positions.

• Exposure to offshore markets so that profits will benefit from the lower A$.

• Exposure to growing segments of the economy like service sectors, finance and infrastructure.

• Companies with improving quality recognising that self-help and restructuring may be necessary to achieve bottom-line growth in a difficult environment.

• Reduced our underweight on banks reflecting the improving value on offer in these highquality businesses.

DISCLAIMER This document provides general information only and is not intended to be a recommendation to invest in any product or financial service mentioned above. Investment in a DNR Capital individually managed account can only be made on completion of all the required documentation. Whilst DNR Capital has used its best endeavours to ensure the information within this document is accurate it cannot be relied upon in any way and recipients must make their own enquiries concerning the accuracy of the information within.

November 2015 Motor Trader | 29

The hit list Buick Wildcat

CONCEPT CARS

OF THE

1980s

T

HE 1980S – the decade that saw the coining of the phrase ‘Greed is good’ and in which stockbrokers could be found on the streets of many a capital city twiddling their red braces while bellowing down a mobile phone the size of a brick that ‘Lunch is for wimps!’ - all while stroking their Porsche 911.

Or at least that was how it seemed.

In the world of cars, it was the decade in which technology got pretty serious.

Okay, so we may not have had a DeLorean time machine - the flux capacitor was a figment of the movie

writer’s imagination – but by the end of the ‘80s every car had a tape player (and many the new-fangled CD player), trip computers were all the rage, gauges were digital and airbags, electronic fuel injection and a host of other features had all arrived.

As for the design – fuel efficiency and aerodynamics were becoming ever more important, leading to some very sleek-looking motors.

Here are some concepts that caught our eye.

BUICK WILDCAT (1985) CREATED AS A test platform, the mid-engine Buick Wildcat was a carbon-fibre and glass creation that had some pretty innovative features for the time. A ‘head-up’ display, projected onto the windscreen, showed speed and odometer readings, and mounted in the centre of the instrument panel was a video screen showing many of the engine functions, including oil temperature, torque and so on. The engine itself was a McLaren-built 3.8-litre V6 that produced 360hp. Apart from that – it looks spectacular!

Oldsmobile Aerotech

CHEVROLET EXPRESS (1987)

Chevrolet Express

30 | Motor Trader November 2015

POWERED BY A mid-mounted gas turbine engine, the carbon-fibre bodied Chevy Express was designed as part of a project that saw Chevrolet consulting with the US government about building high-speed, limited access commuter roads open to specialized vehicles. With a very low drag coefficient and capable of 240km/h, the Express certainly fit the bill. Packed full of state-of-the-art gadgetry, including drive-bywire controls, the Express had a brief flirtation with movie fame – it can be seen in the film Back To The Future II when Marty McFly is transported to the far distant future of . . . 2015!

FORD MUSTANG RSX (1980) CREATED BY THE Italian Ghia design company, the RSX (which stood for Rallye Sport Experimental) was conceived as a rally special. Slightly wider and shorter than the production Mustang, the two-seat coupe was also built with more ride height to cope with off-tarmac rally stages.

The RSX was powered by a 2.3-litre, fourcylinder engine teamed with a four-speed manual gearbox. It didn't go into production and joins a long list of Mustangs that never quite made it out of the factory.

Ford Mustang RSX

PLYMOUTH SLINGSHOT (1988) LOOKING LIKE A beach buggy/hot rod hybrid, the Slingshot was the creation of Chrysler designers and university students and was aimed at a decidedly youthful market. Getting in to the Slingshot meant lifting the canopy and stepping in, and once inside, occupants were faced with a funky interior with an instrument panel that stretched the width of the cabin.

Featuring plenty of carbon-fibre in its construction, and with adjustable four-wheel independent suspension, the Slingshot was powered by a rear-mounted 2.2litre turbocharged 4-cylinder engine.

Plymouth Slingshot

OLDSMOBILE AEROTECH (1987) A SERIES OF experimental high-speed vehicles, the Oldsmobile Aerotechs incorporated the latest performance technology with the intention of breaking speed records. The 1987 Aerotech I car had an Indycar single seat chassis enclosed in an efficient aerodynamic carbon-fibre body shell. Powered by a 2-litre, quad 4, turbocharged engine, it reached a closed-course record speed of 257.123mph (413.8km/h).

CORVETTE INDY (1986) ANOTHER TEST BED for new technologies, the Corvette Indy was designed to be the vehicle for a host of exciting developments including drive-by-wire, a digitised map display and navigation system, and electronic throttle control system. Not all made it into the car, but those that did included the active suspension technology developed by design partner Lotus. Constructed from carbon-fibre, the Indy was powered by a 5.7-litre V8 tuned by Lotus and could reach 290km/h and go from 0-100km/h in under five seconds.

Corvette Indy

ITALDESIGN AZTEC (1988)

Italdesign Aztec

A BONKERS DESIGN from the crew at Italdesign, the Aztec really is a bit special.

The oddest features are the most obvious.

The first is that the driver and passenger were actually separated, each in their own ‘cockpit’, and had to communicate via headsets. The second is that the passenger also had a ‘steering wheel’, though this was actually a control console and not used for steering! Powered by a 2.2-litre, turbocharged Audi Inline 5, the Aztec topped out at 240km/h.

November 2015 Motor Trader | 31

Industry insight

SIX STEPS TO BETTER JOB MANAGEMENT AND PROFIT 4. Report on numbers and manage by evidence Once you’ve worked out what are the key steps in delivering your service, decide which are the critical ones that need to be measured and reported on. This will help you to see where improvements are being made and how you can continue to improve. This delivers clear proof that improvements are being made and removes assumption.

5. Empower your people Usually the best person to work out how to improve processes is the person doing the job. By involving them in the improvement process they deliver better motivation and input.

This creates more time for them to perform other potential higher value and more enjoyable tasks.

6. Set up systems to manage

W

ITH SO MUCH going on in business, it can be a daunting exercise to know what to work on first to create improvements. Everyone is busy doing their job and trying their best to deliver good service to customers, but it’s not quite working the way it should and the business isn’t generating enough profit. Methods evolve over time and different people do things their own way. Before you know it, the business and customers are at the mercy of the mood of the person delivering on the day. If you want to create a better outcome for your customers and your business, here are some high level points to consider:

1. Focus on customers At the end of the day this is what counts. What your customer perceives as valuable is what you must deliver.

If your service is delivered faster, cheaper and better than your competitors you will have the ‘edge’ on them. Word soon gets around that you 32 | Motor Trader November 2015

can be relied upon to provide good service and you will get more work.

2. Work out how tasks gets done When you’ve been in business for a while it’s common to say, “This is the way we’ve always done it.” In order to implement improvements, you need to understand exactly how things are being done now. Get someone to work with service people and document what is being done and how. Get them to write it down in a way that creates a procedure so that someone else could do the job without help.

3. Get rid of inefficiency and waste Follow the procedure documented above in point 2 and consider what time is being wasted on activities that don’t deliver value to your customer, or worse, create hassle for them.

Work out ways to eliminate inefficiencies e.g. wasted time, movement, inventory, delays, unnecessary steps, duplication of effort, errors and rework etc.

Any process works best where there are clear guidelines on how to perform tasks. Systems allow for key staff absenteeism, to ensure the work continues to be done in a pre-set way and level of quality.

The last thing you want is to lose a big customer just because someone was off sick the day their service was delivered to a poor standard.

Systems create an environment of continual improvement and allow for improvements to be incorporated easily. Systems also improve business value, because they allow someone else to come in and run the business easily.

CFO On Call recently helped a client in contracting to turn around a loss making job to three subsequent profit making ones - we are happy to discuss how your systems shape up and how to improve processes and outcomes (often with small and inexpensive changes).

CFO On-Call works with business owners to achieve successful growth. Why not take advantage of a ‘Growth Planning Session’ today. For details visit www.CFOonCall.com.au

RTO No: 31529

AUTO INITIATION

AUR20712 Certificate II in Automotive Vocational Preparation The Auto Initiation program provides participants with the fundamental skills required to work in the automotive industry and the opportunity to gain a Certificate II in Automotive Vocational Preparation.

The nine-week course offers not only comprehensive training in the basics of the automotive mechanical trade but also coaching in ‘life skills’ – elements crucial to success in the move into a full-time working environment.

Together with two weeks of work experience, the Auto Initiation program provides participants a true grounding in the industry and a supportive and encouraging environment in which to flourish.

CERTIFICATE II TRAINING

• Remove and tag engine system components • Remove and tag steering, suspension and brake system components • Identify, select and use low voltage electrical test equipment

‘LIFE SKILLS’ COACHING • Language, literacy and numeracy • Communication skills • Motivation and goal setting • Managing emotions • Writing a CV • Interview techniques • Drive Assist e-learning program (via the RACQ e-learning program)

Elements of the Certificate II Automotive Vocational Preparation include:

• Financial training

• Applying safe work practices

For more information about the Auto Initiation program, contact Karen Gummerson at karen.gummerson@bigpond.com or 0421 552725.

• Use and maintenance of workplace tools and equipment • Automotive mechanical system fundamentals • Automotive electrical system fundamentals

• First Aid course (St John’s Ambulance)

This Skilling Queenslanders for Work project is proudly funded and supported by the Queensland Government.

LOCATIONS AND DATES: The Auto Initiation program will be run throughout Queensland at the following locations and times: BRISBANE Oct 12 – Dec 11, 2015 Oct 26 – Dec 24, 2015 Feb 22– Apr 22, 2016 April 25 – June 24, 2016 TOWNSVILLE Feb 1 – April 1, 2016 MOUNT ISA July 4 – Sept 2, 2016 MACKAY Feb 8 – April 8, 2016 ROCKHAMPTON March 28 – May 27, 2016 GLADSTONE June 20 – Aug 19, 2016 HERVEY BAY April 11 – June 10, 2016 BUNDABERG July 18 – Sep 16, 2016 SUNSHINE COAST Jan 4 – March 4, 2016 GOLD COAST Jan 18 – March 18, 2016

Address Freeway Office Park, Building 8, 2728 Logan Road, Eight Mile Plains, Queensland, Australia 4113 Freecall 1800 884 137 Fax +61 7 3844 4488 Email info@mtaq.com.au Website www.mtaq.com.au Postal PO Box 4530 Eight Mile Plains, Queensland, Australia 4113

20150293

MTA Queensland Sir Jack Brabham Automotive Centre of Excellence

WINNER 2015 FUND OF THE YEAR ~ MEDIUM

MTAA SUPER – the preferred choice of over 40,000 businesses Personalised service from our dedicated Business Development Managers Simple, easy and flexible employee super administration Winner of the Conexus Financial 2015 Fund of the Year Award ~ Medium

SECURE, ONE TRANSACTION CLEARING HOUSE Manage employee super contributions to multiple funds*

Free workplace presentations and employer workshops

MySuper Authorised Fund

mtaasuper.com.au This document is issued by Motor Trades Association of Australia Superannuation Fund Pty Limited (ABN 14 008 650 628, AFSL 238 718) of Level 3, 39 Brisbane Avenue Barton ACT 2600, Trustee of the MTAA Superannuation Fund (ABN 74 559 365 913). Motor Trades Association of Australia Superannuation Fund Pty Limited has ownership interests in Industry Super Holdings Pty Ltd and Members Equity Bank Limited.

The information provided is of a general nature and does not take into account your specific needs or personal situation. You should assess your financial position and personal objectives before making any decision based on this information. We also recommend that you seek advice from a licensed financial adviser. The MTAA Super Product Disclosure Statement (PDS), an important document containing all the information you need to make a decision about MTAA Super, can be obtained by calling MTAA Super on 1300 362 415 or visiting mtaasuper.com.au/handbooks. You should consider the PDS in making a decision. *The MTAA Super Clearing House is a non-cash payment facility issued by Westpac Banking Corporation and is regulated by the Government as a financial product. You should consider the terms and conditions in the Product Disclosure Statement in deciding whether to use the MTAA Super Clearing House, which is available from clearinghouse.mtaasuper.com.au.