Transport & Logistics Issue 141 by T & L Online

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ISSUE 141

TRANSPORT &LOGISTICS

ISSUE 141

D R I V I N G

T H E

I N D U S T R Y

F O R WA R D

UDG:

SERVICE EXCELLENCE AS STANDARD PLUS

TRANSPORT & LOGISTICS MAGAZINE

PERRYMAN’S BUSES PENDRAGON CONTRACTS PETS AT HOME DRYSDALE FREIGHT

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THE STANDING START LOOKING FORWARD NOT BACK... ransport and Logistics magazine was celebrating 40 years in business with

Perryman’s Buses this month. The public bus service operator from Berwick upon Tweed has enjoyed a wonderful year in 2013, expanding with new routes and new buses. Their story is one of a number of good-news stories to come out of a year that has seen transport companies across much of the

PUBLISHER: Noah Quirke

sector see light at the end of the tunnel. The economic downturn has caused headaches,

EDITOR: Daniel Stephens

it has caused some firms to fall by the wayside, and it has brought with it a number of

FEATURE MANAGERS: Shane Kelly Stefan Drakes Ray Clayton ART EDITOR: Steve Williams DESIGNER: Kate Webber ` CONTRIBUTORS: Jeff Senior Rob Samuels Matt Waring PRODUCTION: Vicki Lindsay Lisa Pollinger ADMINISTRAT0R: Charlotte Lewis ACCOUNTS: Nick Charalambous Transport & Logistics Magazine is published by: NQ Publishing, 3 Brook Street Huddersfield HD1 1EB Tel: +44 (0)1484 411 400 E-mail: noah.quirke@nqpublishing.com www.tandlonline.com

challenges, but those companies surviving the last few years are seeing an upturn in fortunes. What’s that saying about survival of the fittest? Well, it couldn’t be more true. Perryman’s Buses is just one example of many success stories that Transport and Logistics magazine has featured in the last few months. Indeed, Perryman’s hasn’t just survived, it has grown. It has taken on more routes, more buses and more staff, ensuring members of the local community get to where they want to be while the region sees more people in work because of it. Rightfully so, the company is looking forward to 2014 with enthusiasm and positivity. Staying with that positive theme, you’ll see us celebrating the achievements of West Lothian Council this month. The local authority has won two awards for environmental efficiency at the GreenFleet Awards, taking home both the Public Sector Fleet of the Year prize and Fleet Manager of the Year. The judges were mightily impressed with the council’s procurement of low emission vehicles, fuel efficiency measures, green fleet management and driver awareness training. Similarly, Britannia Appleyard, a general haulier and removals specialist from Rotherham, took the opportunity during the economic downturn to diversify its operation and is now reaping the rewards. Next year it is looking forward to recruiting more staff and taking on more apprentices with a view to the next generation. So as the holiday season approaches it isn’t all doom and gloom. In fact, there’s every

Transport & Logistics Magazine is published by NQ Publishing. Company registered in England & Wales. All material is the copyright of NQ Publishing. All rights reserved. Transport & Logistics Magazine is the property of NQ Publishing. This publication may not be reproduced or transmitted in any form whole or part without the written permission of a director of NQ Publishing. Liability: while every care is taken in the preparation of this magazine, the publishers cannot be held responsible for the accuracy of information herein, or any consequence arising from it. In the case of company or product reviews or comments, these have been based upon the true and honest opinion of the Editor at the time of going to press.

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reason to look forward to 2014. DANIEL STEPHENS EDITOR

TRANSPORT & LOGISTICS MAGAZINE

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CONTENTS

INSIDE SECTIONS

NEWS COUNCILS LEGAL LOGISTICS BUS AND COACH CARBON EMISSIONS REMOVALS COMPANY PROFILE FLEET REVIEW LOOKING BACK AT...

4 8 7 10 18 26 32 44 52

PETS AT HOME

FEATURES News The latest top stories

Backhouse Jones Forty winks at the wheel

West Lothian Council Award winners

Beestons Passengers comfort and safety assured

Perrymanâ&#x20AC;&#x2122;s Buses Going places

Centaur Coaches Stable, reliable and secure

Pets At Home Where pets come first

British Association of Removers The best bar none

Chudley International Where quality is standard

Britannia Appleyard Movers, shippers, storers

Pendragon Contracts 30 years in fleet

UDG Service excellence as standard

VMS Fleet Mangement Fleet management solutions

A E Parker Ltd The power to deliver

Border Traffic Service Going that extra mile

Drysdale Freight Temperature controlled distribution

Looking Back At... The Humber bridge

BRITANNIA APPLEYARD

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CONTENTS

36 UDG

WEST LOTHIAN COUNCIL

12 28

PERRYMAN’S BUSES

CHUDLEY INTERNATIONAL

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NEWS

EUROPE MOVES ON CLEANER FUELS PROVISION THE TRANSPORT committee in the European Parliament today backed a proposal for a new directive which foresees the deployment of alternative fuel stations across Europe, so that the European Union moves from highly fossil-energy dependent transport to clean power. European companies are investing in clean transport and EU citizens are very keen to use it, but until now one of the main problems has been the lack of recharging and refuelling stations and the incompatibility of systems in different EU countries. This directive sets out minimum requirements for alternative fuels infrastructure and common technical specifications, including recharging points for electric vehicles and refuelling points for natural gas (LNG and CNG) and hydrogen. S&D spokesperson on the issue MEP Ismail Ertug said:”This is an important step towards breaking the oil dependence of the European transport sector. We, Socialists and Democrats have pushed for a target of a 60% reduction in greenhouse gas (GHG) emissions from transport by 2050. “The lack of coordination has undermined the use of clean power in

Europe, but once this directive is implemented, there will be more transparency, as well as close cooperation between regional, and local authorities and stakeholders in the adoption of the national policy frameworks which will set national targets for the development of alternative fuels in the different transports modes. “It is also foreseen that the build-up of alternative fuels infrastructure should take into account the needs of SMEs and we want the energy supply to electric vehicles to be green electricity. “We have insisted in setting mandatory targets in determining the minimum number of publicly accessible electric recharging points per member state by 2020 but have adjusted the number demanded to a more realistic level. “The security of supply within EU territory along with a more transparent price policy and the introduction of intelligent metering systems will encourage investors and consumers. “Europe will soon have the most modern and clean transport networks in the world, and save millions of euros in oil imports.”

LEGO LOOKS TO BUILD SAAB TO RESUME CAR GREENER SUPPLY CHAIN MANUFACTURE IN SWEDEN LEGO Group has this week published a new set of environmental goals as it seeks to reduce the carbon footprint of its supply chain and move towards sourcing 100 per cent of its power from renewable sources. The iconic toy manufacturer announced that it has inked a new partnership with the WWF Climate Savers Programme that will see the two organisations work together on a host of new green projects.

Most notably, the company said it would work with WWF to undertake a series of pilot projects with suppliers to reduce their carbon emissions and announced plans for a new strategy to enhance its resource efficiency and increase the use of renewable and recyclable materials. It also pledged to reduce the amount of energy it takes to produce one tonne of LEGO products by at least 10 per cent by 2016.

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SAAB will restart production on Monday as the firm's new owners look to get the carmaker back on track. Saab went bankrupt in December 2011 and was bought by a Chinese-Swedish investment group, National Electric Vehicle Sweden (Nevs), last year. The carmaker will restart production of its 9-3 sedan

model at its Trollhattan factory in western Sweden. The firm will initially make a petrol-powered version of the car with the aim of launching an electric version later. The Swedish company's car sales peaked at 133,000 cars in 2006. But then it saw its fortunes dwindle with sales falling to 93,000 cars in 2008 and just 27,000 in 2009.

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NEWS

IN-TRANSIT ADDS MERCEDES-BENZ TO FLEET COVENTRY haulier In-Transit has taken delivery of 10 Euro-5 Mercedes-Benz Axor tractor units and 14 new trailers from Montracon. The investment comes as the operator reveals winning a threeyear contract with parcel carrier City Link worth over £7.5m. The additional 6x2 tractor units have taken its articulated fleet to 40, and the operator has also made a £800,000-plus investment in 14 13.6m curtainsiders from Montracon. Director Jayne Smith told

Commercialmotor.com that the decision to buy Euro-5 units was mainly driven by price. However to celebrate 20 years in business, In-Transit will also be taking delivery of a Euro-6 Mercedes-Benz Actros 2551 in March, which director Barrie Smith said will be “all specced up with lots of bling”. In addition to the new owned fleet, it is renting 10 tractor units and trailers from BRS in Tipton and Dawson Rentals in Coventry to help it cope with additional volumes from the new contract.

JIT EYES MORE RAIL FREIGHT ROUTES TO THE UK THE JOINT in Transport Cooperative (JIT), whose members are major shippers Colgate Palmolive, Mondelez International (formerly Kraft Foods) and Nestlé, is eyeing new rail freight routes from the continent to the UK following the successful launch of a five-times weekly service from Poland earlier this autumn. “We are planning other rail freight corridors, among them Italy-Netherlands-UK and Spain- France-Netherlands-UK,” a spokesman for JIT said.

JIT was formed last year with the aim of providing a platform for the reduction of CO2 emissions by transferring freight movements from road to rail. On the basis of its projected loads, JIT estimates CO2 savings of 18 million tonnes per year. Pooling freight also allows shippers to economise on transport costs. Dutch 3PL, Seacon Logistics, based in Venlo, is a partner in the initiative and manages its logistics operations.

EUROTUNNEL EYES EXTENSION OF FREIGHT ZONE NEAR CALAIS A FRENCH public enquiry has been launched into the extension of Eurotunnel’s freight zone in Coquelles, near Calais. The expansion of the site, made necessary by the projected growth in truck traffic, focuses on raising the number of toll-gate lanes from four currently to six. This is expected to help offset tailbacks of vehicles building up on the A16 motorway intersection to the Tunnel. The extension also entails increasing capacity for HGVs with the creation of a secure parking

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area. It would be equipped with CCTV surveillance and have controlled access, in order to better combat clandestine immigration and limit acts of vandalism on trucks, such as theft of goods and the siphoning of fuel. Provision is also made for building a dedicated access road for Eurotunnel staff to get in and out of work. The public enquiry, which is required because the extension of site could impact on the environmental legislation covering the site, will conclude on 18 December.

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NEWS

DON’T SCAPEGOAT HGV DRIVERS PIC FAST-CASUAL DINING MARKET SHARE GROWS THE FREIGHT Transport Association (FTA) and national cycling charity CTC have aired their thoughts ahead of the cycling safety inquiry. These responses come days before the House of Commons Transport Committee begins its inquiry into the recent spate of cyclist deaths on the roads, with many calls, including from CTC, for trucks to be banned from the roads during peak hours. The FTA has repeated its belief that more should be done to improve cyclists safety, without affecting how businesses operate.

Christopher Snelling, Head of Urban Logisitcs and Regional Policy, said, “The impact of such a ban would be to substantially increase the cost of living in cities, decrease economic activity, and to increase pollution and congestion. “Given that the London Mayor’s Cycling Commissioner has said that a rush hour lorry ban would only have affected two of the 14 fatalities in London this year, it does not appear to be the simple solution to all of our problems.” Cycling charity CTC maintains that HGVs are the problem and removing them from

the roads during peak times is the only way forward. It has urged its members and supporters to voice their views for a ban during rush hour, while the charity’s Chief Executive Gordon Seabright also suggesting that the leaders of haulage firms should be expected to explain themselves after every cyclist killed by a HGV. The Chair of the Committee Louise Ellman, said that the debate has to be had over banning HGVs from city centres at peak time, and she accepts that any decision will have some consequences for businesses.

AMAZON TESTING DRONES FOR DELIVERIES

AMAZON, the world’s largest online retailer, is testing unmanned drones to deliver goods to customers, Chief Executive Jeff Bezos says. The drones, called Octocopters, could deliver packages weighing up to 2.3kg to customers within 30 minutes of them placing the order, he said.

However, he added that it could take up to five years for the service to start. The US Federal Aviation Administration is yet to approve the use of unmanned drones for civilian purposes. “I know this looks like science fiction, but it's not,” Mr Bezos told CBS television’s 60 Minutes programme.

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LEGAL LOGISTICS

FORTY WINKS AT THE WHEEL

atigue or drowsiness at the wheel is often cited as a contributing factor for a number of HGV or PCV fatal accidents – and sadly, diagnosis of the cause is often only identified once an accident has taken place and the individual prosecuted. However products are now being developed and marketed which claim to detect drowsiness. Whilst many of you may identify with the feeling of extreme exhaustion – possibly due to the birth of a new baby or re-occurring insomnia due to nocturnal toddlers – ‘Sleep Apnoea’ is in fact a medical condition characterised by pauses in breathing or instances of very low breathing during sleep. Each pause, caused an apnoea, can last from at least ten seconds to minutes, and may occur five to thirty times or more a hour. Diagnosis of sleep apnoea is often identified by others who witness the effects of fatigue on the body. Symptoms may be present for years without formal diagnosis, during which time the sufferer may become conditioned to daytime sleepiness and fatigue associated with significant levels of sleep disturbance. Effects of sleep apnoea include daytime fatigue, a slower reaction time and vision problems. The Fatigue Monitoring System (otherwise known as FMS), which has been devised by Seeing Machines of Canberra, Australia, uses an infrared camera and an image processing computer that can assess the frequency, duration and speed of a drivers’ blinking to weigh up inattention and the likelihood of “microsleeps”. When the device senses that this may occur, an “eyes on road” message booms out together with a strong seat vibration and a shrill alarm that is reportedly “humanly impossible to sleep through” (CEO Seeing Machines, Ken Kroeger.) The FMS system claims to prevent drivers from drowsiness and through wireless communication, operators are warned of each event and therefore able to act on the information - either stopping the driver during his shift - or redeploying drivers who appear to be consistently sleepy. The CEO of Seeing Machines, Ken Kroeger, reports that during initial testing, the FMS sys-

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Mark Davies looks at fatigue at the wheel – the trigger signs and what you can do about it – before it’s too late.

For all related enquiries, please contact Mark Davies on 08450 575 111 or email mark.davies@backhouses.co.uk tem reduced accidents caused by fatigue by 72 per cent. Whilst this revolutionary approach to monitoring drowsiness marks a major move in the heavy goods and passenger carrying industry, cough syncope also remains another significant contributor towards accidents – and again – largely remains undiagnosed. Syncope – the medical term for fainting – is defined as a transient loss of consciousness. This

can occur following a series of coughs or even after a single cough. Syncope can be brief, sometimes only lasting for a few seconds and recovery is quick. Understandably, cough syncope has important implications regarding fitness to drive and it is worth visiting the DVLA guidelines on the subject. For group 2 entitlements (LGV/PCV) guidelines suggest that if a single episode occurs, driving must cease for six months. If multiple attacks take place, driving must cease for twelve months. Applicants can re-apply at an earlier time but must be in a position to satisfy other conditions. Mark Davies, one of the regulatory lawyers at Backhouse Jones comments that all too often, fatal accidents driving either a HGV or PCV occur when the driver is suffering from undiagnosed sleep apnoea or cough syncope. Cases have and will continue to be successfully defended on the basis of the two medical conditions but the process in doing so can be very distressing for the individuals concerned. It is therefore of paramount importance that all operators – either owner managers or Transport Managers – continue to develop a sense of awareness regarding the health and well being of their drivers. If you are a Transport Manager and hear through the grapevine that one of your drivers is often seen having a nap in the canteen, or hearing jokes that “Billy could sleep on the edge of a razor”, you need to address the issue, either by having an informal chat or carrying out further investigations. It may make the difference between life and death. And as for this new product on the market, reports claim that US based firm Caterpillar is due to fit the $10,000 system into all of its mining trucks so watch this space. Drowsiness at the wheel could soon be a thing of the past.

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west lothian:feature 2 04/12/2013 10:24 Page 8

AWARDS: WEST LOTHIAN COUNCIL

AWARD

WINNERS

West Lothian Council has secured two prestigious national awards for its innovative work to reduce the environmental impact of its vehicles. We talk to Fleet and Community Transport Manager Joe Drew who picked up the sought-after Public Sector Fleet Manager of the Year accolade. est Lothian Council had every reason to celebrate in 2013 as its innovative initiatives aimed at reducing the environmental impact of its vehicles has been recognised by the prestigious GreenFleet Awards. The annual awards aim to recognise pioneers from the public and private sectors for their efforts in environmental best practice. West Lothian Council received two prizes – Public Sector Fleet of the Year and Public Sector Fleet Manager of the Year for Joe Drew. The judges, made up

West Lothian Council West Lothian Civic Centre Howden South Road, Livingston, West Lothian EH54 6FF www.westlothian.gov.uk Tel: 01506 280000

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of representatives from the Institute of Car Fleet Management, the Low Carbon Vehicle Partnership and GreenFleet magazine, highlighted a number of areas where West Lothian excelled including its significant reduction of CO2. The judges were also impressed by the council’s procurement of low emission vehicles, fuel efficiency measures, green fleet management and driver awareness training. Joe Drew picked up the personal award for leadership and management of his team's hard work in making carbon reduction a priority.

EEV STANDARDS The council operates approximately 1,000 vehicles made up of 300 pool cars, 400 cars or car-derived-vans up to 3,500kg gross vehicle weight, and 250 HGV trucks, buses and specialist equipment. The HGV vehicles are mainly for refuse collection, gritting and road cleaning. All vehicles use at least Euro 5 technology with some having remapped engines to meet EEV standards. “We were pleased to receive these awards on behalf of the council, in particular it was pleasing that the efforts made by not only myself and the fleet team but the whole council in reducing emissions and becoming greener has been recognised,” said Joe Drew.

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AWARDS: WEST LOTHIAN COUNCIL “West Lothian Council has always been aware of the impact our fleet has on the environment and we will continue to strive towards further reductions in CO2 and use the latest greener technology. The awards were very welcome as recognition of our efforts over the years and we will continue our attempts to reduce mileage, fuel and fleet size.” The council has set a number of targets to increase its environmental efficiency across all its operations. In particular, it has set a 33% reduction target for business mileage while CO2 has been cut by 8.3% in the last year. The current CO2 reduction target councilwide is 20% but this is being reviewed in early 2014.

LATEST TECHNOLOGY Joe acknowledges how a five-year replacement plan for vehicles has allowed the council to keep up to date with the latest technology. “Pool cars utilise stop-start technology and engines have a CO2 figure of less than 100g/km. We also operate a number of electric cars including the extended range Ampera and an electric road sweeper,” he remarks. Indeed, the electric road sweeper can run for two days on a single charge saving approximately 300 litres of fuel per week. Other measures include the fitting of speed-limiters where appropriate, eco-driver training, and a vehicle routing system to optimise journeys in order to ensure vehicles are carrying out their duties in the most fuel efficient way. Despite the council’s successes so far, Joe is determined to go further. “There will always be room for improvement and we will improve in future years by reducing fleet size, the introduction of video conferencing, cycle to work schemes, assisted cycle purchase and better use of public transport. The main objectives for the coming 12 months are the introduction of telematics in April 2014, delivery of our first Euro 6 truck and depot centralisation.”

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Joe Drew and Douglas West with the Ampera

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Beestons (Hadleigh):feature 2 03/12/2013 16:55 Page 10

BUS & COACH: BEESTONS

PASSENGER COMFORT AND SAFETY ASSURED

We provide a fleet of luxury, modern coaches of various sizes, all available for private hire, school transport & contract work eestons is thought to be the oldest established coach and bus company in the country. Providing public bus services as well as luxury coach services for private hire, school hire and contract work, Beestons is a name synonymous with quality, safety and customer satisfaction. Its range of vehicles includes 33-seat coaches up to luxury double-deck 79-seat coaches meaning it can cater for customer needs big and small. Crucially, Beestons is committed to the safety of its customers which is its highest priority. Whether passengers are travelling by bus or coach, the safety and comfort of customers is always the first concern. This is made possible through a number of measures. Firstly, all vehicles are maintained in-house to a very high standard by fully trained, experienced staff in Beestonsâ&#x20AC;&#x2122; own workshop. The buses and coaches are

B Beestons (Hadleigh) Limited The Coach Depot, Ipswich Road, Hadleigh Ipswich, Suffolk IP7 6BG www.beestons.co.uk Tel: 01473 823243

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then regularly checked to ensure they are operating to the standards Beestons demands. Complementing this is a courteous, well-trained driver team who are not only experts behind the wheel but know how to deal with an array of eventualities if an emergency occurs. Other measures include brake testing by VOSAapproved brake rollers. Beestons believes it is the only operator in the area with this equipment. Elsewhere, wheel nuts are checked using the requisite torque wrench and settings. All vehicles carry a first aid kit which is kept fully stocked and up to date, while drivers have, as a minimum, basic first aid training. In addition, all drivers have had DBS (formerly known as CRB) checks as required for contact with children and vulnerable adults. Unsurprisingly, it is ingrained in staff, particularly the drivers, to take great care of the vehicles to ensure they are clean, offering the best possible experience in the

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Beestons (Hadleigh):feature 2 03/12/2013 16:55 Page 11

BUS & COACH: BEESTONS coach. Additionally, all coaches have 3-point seatbelts for maximum safety. This provides added safety and comfort over the lap belts that most UK operators use. The attention to detail in regards to safety saw Beestons awarded the maximum six-star safety compliance rating from BUSK, an organisation which works to promote safe child road transport throughout the UK, specialising in all aspects of home to school transport, school trips in the UK and school visits abroad. Typical of the reputation, Beestons goes much further to provide a luxury experience for its passengers. For example, passengers will find climate control facilities that can be personalised to each seat, while the executive coaches have toilets and televisions for added comfort. Beestons excursion trips are diverse and innovative, offering something for everyone. Regular excursions include theatre visits with inclusive ticket price, Newmarket races, London sightseeing and shopping, short breaks and Christmas shows. The company also runs bus services throughout the Ipswich, Sudbury, Woodbridge, Felixstowe and Colchester area.

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perrymans:feature 2 05/12/2013 16:01 Page 12

BUS & COACH: PERRYMAN’S BUSES

GOING PLACES

Started over 40 years ago in 1972 Perryman’s Buses has steadily grown to over thirty vehicles, with the emphasis firmly on quality not quantity 12

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perrymans:feature 2 05/12/2013 16:01 Page 13

BUS & COACH: PERRYMAN’S BUSES

erryman’s Buses celebrated its 40th year in business by winning the Route One Best Small Bus Operator award for the second time in three years. The Berwick-based local bus and coach service provider was also Highly Commended at the UK Bus Awards in the category of Top Independent. These successes mark an impressive 12 months for the business, which began operating taxi services in and around Eyemouth, Berwickshire in 1974. Acquiring additional routes in 2013 led to significant investment in new buses and a new depot, giving operations manager Roddy Perryman every reason to look forward to the next chapter in the family-run company’s history. “We were absolutely thrilled to win the Best Small Bus Operator award,” he says. “It is something we are really proud of and recognises the efforts we go to ensure customers get the best

possible service. We have witnessed tough trading conditions but our commitment to our customers has never wavered. This can be a 24hours-per-day job so to win this award, and be nominated in the UK Bus Awards, is recognition of the teams hard work.” This year has seen Perryman’s run five new public services connecting Edinburgh, Jedburgh, Kelso, Galashiels and Duns, to coincide with its other routes including the Galashiels to Berwick upon Tweed link which it retained following competitive tender. Perryman’s has also been able to set up its new depot in the Borders village of St. Boswell’s, a perfect location in which to operate its new contracts with the purchase of 12 new Optare Versas to run on these routes. Regular customers, who are already accustomed to the reliable service offered by Perryman’s, will be able to enjoy a number of improvements on the new buses. Built to a high

Roddy Perryman Operations Manager

specification, the Optare Versas are equipped with leather seats, a nine-camera CCTV system, built-in driver efficiency monitoring, in-cab communications and “next stop” audio-visual announcement systems. “This investment in our services has given us the confidence and financial ability to develop the business and deliver a greater choice of regular bus routes to the local communities we serve,” remarks Roddy. “We’re proud to have opened our second depot in St Boswells and particularly pleased we have been able to take on 27 new staff in the Borders.” The company hopes to increase its annual £2.6 million turnover by 35% over the next 12 months as a result of its investment this year. “We don’t rush into anything but we are looking to continue our growth and developing the serv-

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perrymans:feature 2 05/12/2013 16:01 Page 14

BUS & COACH: PERRYMAN’S BUSES

Perryman’s Buses Ltd Ramparts Business Park North Road Berwick upon Tweed Northumberland TD15 1TX www.perrymansbuses.co.uk Tel: 01289 308719

ice we can offer. The new routes we have taken on this year have represented a big undertaking. It has been challenging. But we have worked hard to make it a success and, of course, our 40 years of experience helps.” Interestingly, Perryman’s, which also runs private hires and school service contracts, has a genuine claim to the most unique public bus route in the UK. Its 477 route from Berwick to Holy Island travels across the Lindisfarne causeway which is flooded each day by the North Sea. The timetable reflects tidal conditions and therefore changes every 24 hours. The service, which

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Perryman’s has run for Northumberland County Council for two years, has proven to be very successful due to the route including the popular historical attraction of Holy Island. Fittingly, Perryman’s has enhanced the service since it took on the contract to make the island more convenient and accessible to day-trippers. Certainly, the difficult trading conditions of the last few years have affected the Border region but Perryman’s has gone to great lengths to ensure customers receive the best possible service. This was most acutely highlighted when Munro’s of Jedburgh ceased trading suddenly in July. Perryman’s stepped in to assist the Scottish Borders Council avoid service cancellations. Within 10 hours of accepting the challenge, Perryman’s had four new vehicles delivered to cover the routes and put the drivers in place to run the vehicles. “We felt we had a duty of care to the paying public who rely on these services. We could have easily said it wasn’t possible but that’s not what we’re about,” says Roddy. Perryman’s is now enjoying the benefits of taking a chance. The substantial contract now held with the Scottish Borders Council has allowed the company to grow meaning it now runs services within six local authority jurisdictions. “It is an exciting time for the staff. We had our 40year celebration in January, so that was a great start and we’ve been able to continue that throughout 2013. We spent a long time working on the tenders in the spring and summer, and that has proven to be a success. Alongside the awards success we’ve even had MPs visit us so we must be doing something right.”

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perrymans:feature 2 05/12/2013 16:01 Page 15

BUS & COACH: PERRYMAN’S BUSES

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perrymans:feature 2 06/12/2013 09:19 Page 15

BUS & COACH: PERRYMAN’S BUSES

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Centour Coaches:feature 2 05/12/2013 15:57 Page 16

BUS & COACH: CENTAUR COACHES

STABLE, RELIABLE AND SECURE Centaur coaches operate more than 100 coaches and minibuses in the UK and abroad, while still maintaining a personal service

he development of businesses is often affected by outside influences and success depends on how quickly they react. For Centaur Coaches, the coach trip activity started in 1975 was adversely affected by the rise of low cost air travel but its latest commuter service has benefited tremendously from the high cost of rail travel. A move into transport for special needs children came when demand for coach holidays dipped. That developed quickly and was followed by transport for schools, colleges and universities, executive private hire work and the latest commuter service between Kent and London. “We started a route from Tunbridge Wells and Southborough into Canary Warf,” explains Transport Director Patrick Sims. “We now have one from Sevenoaks and another from Tonbridge. Coach commuting has grown because of the expense of rail travel, which is why these routes have seen fantastic growth.

Centaur Coaches Unit 34-35 Acorn Industrial Park Crayford, Kent DA1 4AL www.centaurtravel.co.uk Tel: 020 83003001

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“We save people plenty money without providing a second class service. Everything is about quality and image. The driver and vehicle are immaculate and everything is as slick as possible so we don’t provide a cheap version of train companies.” The range of services requires a diverse fleet that includes large and small PSV coaches and specially adapted mini-buses for the special needs transport. These have moveable wider seats, wheelchair ramps and strappings to hold wheelchairs in place. A consequence of the different services is training has to be adapted to meet varying customer needs. Patrick explains: “Drivers working commuter routes have different skill sets to those taking a child in a wheelchair.Very different training methods are involved and it can make training quite challenging.” The training also focuses on the attitude and commitment of the staff because customers are Centaur’s priority

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Centour Coaches:feature 2 05/12/2013 15:57 Page 17

BUS & COACH: CENTAUR COACHES and it aims to meet every requirement. The rise of social media has presented an opportunity to communicate with customers through Facebook and Twitter, keeping them informed of route changes and promotions. “The aim is to not just provide a coach to get you to your destination,” remarks Sales and Purchasing Manager Roland Sims. “We provide a whole package and more. We’ll establish what customers need on board and where they want to stop before their destination to provide a better service.” The emphasis is on providing a reliable and friendly service but the move into executive private hire and commuter services has also pushed Centaur into higher level work due to its top quality vehicles. These have free Wi-Fi, reclining seats that slide laterally to create more space, toilets and DVD players. Latest introductions include a system to monitor drivers’ performance and a tracking system monitoring vehicles’ status. They’re all, as Roland confirms, designed to ensure high standards established so far are continued: “We’re absolutely dedicated to making sure our service is reliable and do everything within our power to make sure a vehicle is on time. Our drivers know they are there to help and must go that extra mile for customers. Anything the customer needs, we try to provide.”

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Pets at Home :feature 2 03/12/2013 12:12 Page 18

CARBON EMISSIONS: PETS AT HOME

A WHERE

PETS COME FIRST

Pets at Home plan to open a further 150 stores over the next three years. Terry Siddle, Head od distribution, explains how their distributions will deal with the pressure

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plan to open a further 150 stores over the next three years is likely to put additional pressure on the distribution network of Pets at Home. However, it’s part of an ongoing expansion programme to which Head of Distribution Terry Siddle is fully accustomed and there’s a tried and tested system to handle the increasing load. He says: “My job is to get the product from the supplier to the store and to do that we have two distribution centres, one in Stoke and another in Northampton. We have our own in-house dedicated fleet and we use a network of third party hauliers.” Pets at Home started 22 years ago and now has more than 6,000 employees and 363 stores across the UK. It is the UK’s largest pet shop chain, selling a wide variety of pets and all the accessories and food they’re likely to need as well as a range of services.

ALTERED DISTRIBUTION To cover the growing demands of an expanding store network, the distribution operation has had to adapt. That’s included the opening of a second distribution centre in Northampton to add to the existing one in Stoke. It’s also, as Terry recounts, led to an alteration to the way distribution is run: “The last big change was that we took the dedicated operations in Stoke and Northampton in-house. Previously, that was managed by CM Downton and we’ve taken that in-house in the last twelve months.

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Pets at Home :feature 2 16/12/2013 10:01 Page 19

CARBON EMISSIONS: PETS AT HOME “We originally only had one distribution centre in Stoke but the store growth got such that we got the second distribution centre in Northampton, which is now two years old. We also have a procurement office in Hong Kong that does a lot of consolidation of the containers into the distribution centre that is run directly from the factory in the Far East, which has reduced our import bills significantly.” The outcome of that is the company has a fleet of 35 tractor units and about seventy trailers, which are mainly used to deliver to stores that are within two to three hours drive of the two distribution centres. Beyond that, the company carries products to third party bases, from where they’re delivered onwards to the stores. “We pick and load the trailer, then it goes to the out-base, they swap the tractor units and the haulage company’s tractor units takes it on to store,” explains Terry. “We use the Downton outlet in Gloucester for South Wales and the South West, the Downton outbase in Leeds to deliver to the North East and Yorkshire, a Downton out-base in Luton for the South Coast, and we use TP Niven for Scotland. We have a store in Wick for which we use a Highland haulage company, one in Aberystwyth where we use DHL and we have specialist people that go over to the Isle of Wight.” The arrangement results in an efficient distribution operation that’s currently limited to moving products

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Pets at Home :feature 2 06/12/2013 09:22 Page 20

CARBON EMISSIONS: PETS AT HOME

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Pets at Home :feature 2 03/12/2013 12:17 Page 21

CARBON EMISSIONS: PETS AT HOME

to stores. The main priority when transporting pets is the welfare of the animals and so that’s currently left to the breeders who can provide the specialist conditions they need. However, there is a trial underway with a Scottish breeder where vehicles from the Pets at Home fleet are being used to test the practicability of delivering the animals. Terry says: “We are driven by animal welfare more than any other consideration. For the rest of the products that we handle through our network, we’re more concerned with efficiency generally and, if we can get efficiency by consolidating supplier loads or store deliveries, that’s what we do.” Part of the reason for the trial is to make the most effective use of the fleet. And although the bulk of the work is distributing products out to the stores, the vehicles are

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also employed in other ways to avoid empty running, such as transporting goods form suppliers into the distribution centres. “About half the products are imported so they come in on containers, mainly from the Far East but also from Eastern Europe or America,” remarks Terry. “We also have to balance stock availability between the two distribution centres so we do some interdepot trunking and move back loads around. We will move products in the South East that need to be delivered to the Stoke distribution centre and distribution into the North of England and Scotland. That gives us trunking close to towns as well as store deliveries.” That all helps with fuel efficiency and continues the work of Downton, which had managed the fleet effectively in terms of

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Pets at Home :feature 2 03/12/2013 12:17 Page 22

CARBON EMISSIONS: PETS AT HOME driver training and efficiency prior to the main part of the work being brought in-house. The introduction of the second distribution centre significantly helped matters by reducing the number of miles the tractor units cover each year. A typical truck now does the same number of miles in five years as it previously did in three and that, combined with improved utilisation, has enabled the life of these units to be extended from three to five years.

CHANGING SPECIFICATIONS “We are currently running all Renaults but we evaluate several marques when we come to replace the next batch,” comments Terry. “We have also made some changes to the specification of the trailers and we pretty much run a fleet of double deck trailers. We have gone for a curved roof, lightweight body and we normally have trailer mounted forklift trucks rather than tail lifts. We are looking at standardised units of delivery and everything is palletised for delivery into stores where possible because it gives us better load efficiency. Over the last three to four years, we have significantly reduced our kilometres per case delivered by in the region of 20-30%.” Overall efficiency is helped by the use of technology that is currently being upgraded. The company presently uses Pendragon to generate and manage schedules, a warehousing system from JDA Software and is going through the process of replacing the vehicle tracking and management system it inherited from Downton with Microlise to run the transport. Terry says: “The Microlise package gives us all the engine management information we need so we can manage driver performance down to a very fine level.We can even manage our maintenance programme so it will give us data on how the engine

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is performing, what the oil levels are and other details. There’s also GPS-type information for vehicle tracking that gives alerts when arriving at certain points on the route.” That all contributes to the attainment of the company’s environmental targets, with a green car policy promoting low carbon vehicles including hybrids in the car fleet and a Green Paws Plan that targets every part of the business with reducing Pets at Home’s carbon footprint. For the distribution, that focuses mainly on fuel usage by the fleet and electricity use in the distribution centres. “We are quite a big user of electricity with 24/7 lighting,” states Terry.“That usage will be reduced by upgrading and replacing distribution centre lighting plus other things we have done on fuel efficiency.

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Pets at Home :feature 2 04/12/2013 15:08 Page 23

Pets at Home :feature 2 03/12/2013 12:20 Page 24

CARBON EMISSIONS: PETS AT HOME

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CARBON EMISSIONS: PETS AT HOME

“We have made some significant progress over the last two to three years. For the vehicles, that’s resulted from the improved specification of the tractor units, the designs of the trailers and driver management, which will be helped further by the introduction of Microlise. For the electricity, the big initiatives have been around improved lighting with dimmers, activity sensors and a gradual switch to LED lighting.”

UPGRADING FEATURES Although the Northampton distribution centre is relatively new, it was a speculative build with standard features. Some of these were upgraded when Pets at Home moved in, including the use of LED replacement lighting to give better energy efficiency and longer life for the bulbs. The pressure on the distribution system is unlikely to lessen in the foreseeable future, with a recently announced plan to float the privately owned company on the Stock Exchange and the continuance of the store opening programme that still has several years to run. The latest is an 8,643 square foot store in

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WE ARE CONSTANTLY LOOKING AT THE RANGE AND RESOURCES, AND THEY DETERMINE REQUIRED CHANGES. IT’S REALLY AN ONGOING DRIVE FOR IMPROVED EFFICIENCY.” Hertford where £350,000 has been invested. Terry says: “The expansion drives the volumes in distribution. We are constantly looking at the range and resources, and they determine required changes. It’s really an ongoing drive for improved efficiency.” It is all covered by an overall plan whereby the two distribution centres have some inbuilt capacity to handle the growth plan. The latest centre at Northampton had an estimated five to six years headroom for growth when it opened and still has remaining capacity, with further needs being handled by incremental additions to the storage space and fleet. In essence, each new store, as Terry attests, means a reconfiguring of the routes and schedules: “It’s a process of breaking the schedules and starting again every time one opens, which gets increasingly difficult because the pressure keeps coming on to add a new store without adding any costs.”

Pets at Home Ltd Epsom Ave, Stanley Green Handforth, Cheshire SK9 3RN www.petsathome.com Tel: 0800 3284204

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BAR:feature 2 02/12/2013 09:57 Page 26

REMOVALS: BRITISH ASSOCIATION OF REMOVERS

THE BEST BAR M NONE

For more than a century The British Association of Removers (BAR) has been promoting professional excellence in the removals industry. 26

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ost trade associations seek to raise industry standards and represent their members, the British Association of Removers (BAR) being no exception. Where perhaps it differs from other organisations is its level of commercial activity, the aim of which is to benefit members and increase their business. That activity largely developed five years ago due to the economic downturn that saw the housing market drop 55-60% and a significant fall in commercial activity. The response from BAR included a shift in focus. “We turned our website into one aimed specifically at customers,” recalls Director General Stephen Vickers. “We’ve developed satellite websites for specialist groups’ customer bases and become commercially much more aggressive in forming partnerships. We

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BAR:feature 2 02/12/2013 09:57 Page 27

REMOVALS: BRITISH ASSOCIATION OF REMOVERS

ABOVE AND BELOW: As part of their 2012 & 2013 Annual Conferences, BAR incorporated in the programmes a vintage removal vehicle exhibition and procession, where some of our Members showed off their vehicles (a collection of modern day vehicles alongside vintage historic commercial vans dating back to the Victorian era)

online estimating service and search directory for consumers on the association’s website. These measures have trebled visitor numbers to the site and provided substantial commercial benefits to members. Stephen says: “If we’re promoting the association to consumers, we need to make sure members deliver on service promises. So we have a high level of membership criteria and inspect every member.”

BENEFITS AND SERVICES New members must provide full information and undergo an inspection of premises, systems and processes. If accepted, they can join specialist commercial or overseas mover groups provided they meet additional criteria and are subjected to annual inspections to ensure standards are maintained. They’re eligible for all benefits and services including legal and financial help, preferential rates for products and services, assistance with attaining quality standards and removal-specific training that includes award-winning apprenticeships.

With the association’s assistance, members have come through the recession by reorganising and changing. They now face the recovery with reduced resources and the need to satisfy improving demand through a flexible approach until sustained growth gives confidence to resume investment fully. Given the measures put in place by the association, Stephen is confident members are equal to the challenge: “Standards are absolutely paramount because they underpin everything. If we don’t have that quality of members, we can’t do the other things. The code of practice, our criteria and everything around them are critical in driving up customer service, which is what it’s all about.”

The British Association of Removers Tangent House, 62 Exchange Road Watford, Hertfordshire WD18 0TG www.bar.co.uk Tel: 01923 699 480

have a powerful industry brand and we’re looking for organisations to promote it to their users.” The specialist groups represent marketplaces in which members operate and each has different standards. Commercial moving group members must attain the BS 8522 standard, those in the overseas group need BS 8564 or an international equivalent and domestic movers are recommended to have BS EN 12522. For overseas and domestic moves where payment is made ahead of the work, there’s an advance payment guarantee where the association will arrange the move or a refund should the member go out of business. Movers are also governed by a code of practice approved by the Trading Standards Institute, with conciliation and arbitration services in case of problems. There’s promotion of BAR member services by organisations such as Rightmove and Zoopla plus an

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Chudley International :feature 2 06/12/2013 10:15 Page 28

REMOVALS: CHUDLEY INTERNATIONAL f your removal company specialises in moving fine art and antiques, you can be sure it is going to take good care of your possessions. Chudley International started in 1994 packing containers for architectural antique companies and the packing and shipping of antiques remains a substantial part of its business. Since then, it has diversified into domestic and overseas removals, commercial shipping and storage to provide a truly comprehensive service. Chudley holds BS EN12522 and BS 8564, which are recognised quality standards for UK and Overseas moves and is also a member of the British Association of Removers that sets standards through its code of practice. These standards are maintained through fully trained, inhouse staff using a modern vehicle fleet to cover all areas of the UK. This is complimented by a 12,000 square foot warehouse for the safe storage of items prior to shipping. All removals are provided through a tailored service that starts with a site survey to establish what is required and ensure the service meets individual needs. The company’s location in the South West means it often represents some of the larger removal companies that have no resources in the area. There’s a particular emphasis on moves for large properties such as manor houses and farms that can spread over several days while all moves have the availability of a professional and comprehensive packing service to ensure safe transport of fragile items. The company’s international business covers many worldwide destinations, with a big focus on America and Cyprus, through partnerships with local companies. The arrangement means Chudley can handle anything from a

Established in 1994 Chudley International Moving & Shipping has a reputation second to none for packing and shipping within the Fine Art & Antique trade

WHERE QUALITY IS STANDARD

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Chudley International :feature 2 06/12/2013 10:15 Page 29

REMOVALS: CHUDLEY INTERNATIONAL single item to a full house move, operating part load international removal services and consolidated airfreight to many destinations. It uses trained and experienced packers and top quality packing materials to ensure the safe arrival of everything. It also handles all the insurance and customs paperwork, with its partners in destination countries dealing with customs clearance and final delivery to homes, even helping with unpacking if required.

FINE ART CONSIGNMENTS Antiques and fine art shipping remains a significant part of the business and involves the packing and consignment of items by sea and air to many worldwide destinations. Clients can take advantage of a door to door service that covers collection, packing, delivery, documentation and insurance. Collections are made from the major antique fairs in the UK and continental Europe, with many antique shops and interior design businesses making regular use of the service. Chudley manufactures bespoke packing crates made from materials that meet the international ISPM 15 standard to ensure safe transportation of fine art, antiques and any fragile or valuable items to anywhere in the world. There are trackers on all the company’s vehicles to enable the progress of consignments to be monitored. That's just one example of the increased use of technology, typified by the regular use of emails for communication that require quick response and necessitate a more continuous operation.

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Despite the greater use of technology, Chudley remains at heart a provider of personal services from a company that cares about its customers. It is a family business that includes Mark’s brother, son and daughter in positions of responsibility. Whilst the company always aims to do everything correctly in the first instance, it takes great pride in being able to put things right quickly on the few occasions when it doesn’t. That attitude has resulted in plenty of recommendations that have helped the company to grow.

SHARED ECONOMIES Like most companies in the removals business, Chudley International suffered during the housing downturn and had to make economies in terms of staffing, vehicle replacement and general expenses. However, there was a conscious effort to make sure the economies affected everyone equally, with the staff accepting a changed working arrangement to avoid the need for any redundancies.This involved a guaranteed forty hour week but with the hours spread as required to suit demand and with any unused time carried forward where necessary for up to three weeks. The arrangement operated for some months but the company has recently had its best summer for four years and there’s now a much more positive attitude to planning and capital expenditure. Nevertheless, the experience of the last few years has resulted in a more cautious attitude. For the future, the company intends to maintain its focus on the established markets, offering value for money to clients and a quality service.

Unit 10, Ilton Business Park Ilton, Ilminster TA19 9DU www.chudleyinternational.com Tel: 01460 55655

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Britannia H Appleyard & sons:feature 2 03/12/2013 11:42 Page 30

REMOVALS: BRITANNIA APPLEYARD

MOVERS SHIPPERS STORERS Established in the late 1800â&#x20AC;&#x2122;s as first a funeral director and then a coal merchant, Appleyards Removals are experts at haulage and removals throughout the UK and overseas ritannia Appleyard and Sons was established in the late 1800s, firstly operating as a funeral director before migrating into the coal merchant business. Remaining family run every since, the company, which was set up by the great, great grandfather of its current directors Harry and John Appleyard, utilised its expertise to begin general haulage and removals operations, going from strength to strength ever since. By the time Harry and John took over Britannia in 1976, the company had already expanded into European and overseas removals, where it has continued to make progress ever since. Operating out of its depot in Rotherham, Britannia Appleyard provides a range of services including local and European removals, storage, commercial moves

B Denby Way Hellaby Industrial Estate Rotherham South Yorkshire S66 8HR removals-in-rotherham.co.uk Tel: 01709 549718

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and confidential shredding. Alongside its private clients, it has successfully worked with a number of high profile public and private organisations such as the NHS and local education institutions, as well as legal and financial firms. It is currently working with Sheffield Cathedral. It operates 11 trucks that have been specially designed to provide the most effective removal service, the last of which, a drawbar prime mover, cost in the region of ÂŁ130,000 and took 11 months to build. Although the make-up of the fleet includes a range of manufacturers such as Mercedes and DAF, the company favours Volvo articulated lorries with drawbar trailers. To maintain service standards, Britannia employs its own workshop staff and maintains vehicles in-house. Britannia also employs all its drivers to further enhance the service. Tachographs are scrutinised by the transport manager as is the tracking of miles per gallon. Generally, the company employs one driver per vehicle so that vehicle will be operated by that designated driver. Tracking and performance enhancement of the vehicle and the driver is therefore complemented by this policy. Given the need to operate in a safe way, Britannia has introduced a number of health and safety initia-

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Britannia H Appleyard & sons:feature 2 03/12/2013 11:42 Page 31

REMOVALS: BRITANNIA APPLEYARD tives. New methods of training have taken place in the last few years including manual handling and fire safety, while the company is considering inviting staff to spend a day in the office to view tachograph analysis, health and safety audits, and planning schedules. A regular independent health and safety inspection also takes place with all processes documented and any issues rectified. David Appleyard, transport manager, believes the company’s ability to diversify during the economic downturn, which affected the housing market severely, has put it in a good position to grow in future. “Since 2007 the housing market has had more ups and downs than a ride at Alton Towers. For the first two years nothing moved and we had time on our hands like never before,” he remarks. “We had time to diversify and look at planning and the way we operate. We have reduced empty running and cut out unnecessary journeys. Diesel is an ever increasing issue but something we have to live with and at some point may have to charge for. Road tax and European taxes will be the next obstacle especially if the French eco-tax ever goes through.” By updating the fleet from Euro 3 to Euro 5 the company has witnessed an average saving of 4.5 miles per gallon but David expects further investment with upgrades to Euro 6 taking place ahead of an ambitious drive to target new markets. The company is also looking towards the next generation. “We hope to recruit more staff but will probably approach local schools and train young people gradually, working their way from porters to drivers and maybe planners,” he says. But what makes Britannia stand out? David believes it’s down to the family-run traditions. “We are old school, we do not charge by the hour. We quote for the work and adhere to the price. We are more interested in quality than quantity.”

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pendragon:feature 2 16/12/2013 10:25 Page 32

COMPANY PROFILE: PENDRAGON CONTRACTS

30 YEARS IN FLEET Pendragon Contracts serves corporate fleets throughout the UK by providing fully account managed vehicle fleet management solutions, from consultation through to disposal and everything in between

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pendragon:feature 2 16/12/2013 10:25 Page 33

COMPANY PROFILE: PENDRAGON CONTRACTS

ontract hire is an established and mature product to the point where it has almost become commoditised. However, Managing Director Neal Francis believes Pendragon Contracts’ innovative approach differentiates it from its rivals. He says: “We are more dynamic and flexible than some of our larger competitors so we can be very bespoke and agile in terms of packages we negotiate and operate with our clients. Whether it’s a different structure to a lease, providing some form of IT support programmes or accident management facilities, there are many different offerings we can put in as a complete package to meet the needs customers have identified to us.” Pendragon Contracts is part of Pendragon plc, Europe’s largest motor dealership group that trades under the Stratstone, Evans Halshaw,

Chatfields and Quicks brands. It therefore has direct access to vehicles from these multi-franchise operations but also supplies other brands as the overall aim is to provide the product the client needs. It doesn’t have set packages that generally have a limited fit but instead, as Neal recounts, there’s a proactive consultation to establish customer needs: “Many clients are interested in containing or reducing cost and we use detailed wholelife cost modelling information to provide customers with the most appropriate vehicles against the specification they have outlined. “Some of it is driven around fuel efficiency, CO2 emissions and carbon footprint because there are relatively few poor vehicles now being manufactured. There are many areas we will advise on such as demonstrating how maintenance costs increase once you get past certain points, which is a key point at which vehicles

should be changed. We focus on all cost areas, taking into consideration fuel, taxation and the entire cost of running motor vehicles rather than just looking at a contract hire rental.” Pendragon Contracts’ customer base includes individuals requiring personal leases, the SME and mid-range markets, where there’s a major focus, and a number of large fleets. Common among many of them is what Neal describes as ‘work horse fleets’ that help the businesses operate effectively. A major aim, therefore, is to support customers so they can concentrate better on their core business activities. Neal says: “We like to demonstrate that we can do a better job than any personnel they employ because we already have the systems, the processes and the knowledge within our business.” The way the fleet management company does this is by putting together a package that

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suits each customer’s needs by providing exactly the level of required service. Depending on the volume of vehicles being acquired, it will negotiate with manufacturers to get the best price. It can also include in the package value-added services such as maintenance, tyre replacement, risk management and fuel cards. “We even do vehicle relicencing and driver licence checking,” remarks Neal. “We can obtain the information electronically straight from the DVLA so it saves their business a lot of time and money.” Holding this and other vehicle data, some of it provided by telematic devices that are becoming increasingly common in cars and LCVs as well as HGVs, builds up a driving history for each vehicle. This can be used to improve driver performance, leading to a reduction in insurance premiums and can be monitored by the customer directly or by Pendragon Contracts on their behalf.

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pendragon:feature 2 16/12/2013 10:25 Page 34

COMPANY PROFILE: PENDRAGON CONTRACTS That and other information is available to customers online, via a Driver And Vehicle Extranet (DAVE). This is available to the customers’ drivers and has relevant information for vehicle servicing, accidents, temporary vehicle availability and other data provided as bespoke pages with useful links. It’s part of the many unique factors Pendragon Contracts has introduced over its thirty plus years. One of the latest is an agreement covering reduced end of contract damage (RED) that allows for a certain level of damage to vehicles during the course of a contract. It’s particularly relevant for construction companies and others operating vehicles in rough conditions and avoids large payments for damage when a contract ends.

TOTAL RUNNING COSTS Pendragon Contracts Ltd, Pendragon House Sir Frank Whittle Road Derby, DE21 4AZ www.pendragon-contracts.co.uk Tel: 01332 267367

Neal says: “There are many innovative features and not just concerning the operation of the vehicles.There are also all the associated elements of running a vehicle fleet that we focus on, whether administration, operational or financial. We are totally focused on all the different aspects that make up the total cost of running fleets and operations.” The need to adapt to customers’ needs includes the provision of vehicles that meet reduced emissions targets and incorporates the availability of hybrids and

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the monitoring of electric vehicles to assess practicability. There’s pro-active account management that includes regular reviews with customers to determine their future needs for products and services. The success of everything is measured by a customer satisfaction programme that compares strong supporters against strong detractors for the company. The result, known as a net promoter score, is typically under 10% for the industry but has been 23% and 29% for the last two years for Pendragon Contracts, indicating a high level of customer satisfaction. There are, believes Neal, several reasons for that level of commitment and the success of the company: “We have been in the industry for thirty years so we are a very long-term sustainable player in the market with the total backing of the plc based on the performance we have delivered. Because we are truly independent from any finance company or manufacturer, we can give totally impartial advice to customers based on what is fit for their needs or the most economical potential vehicle or solution for them against their stated requirements. “Due to our size and scale, we can be very adaptable and flexible, which is the basis of a lot of our business. Other companies may sell a product or service that has only a partial fit to the customer’s requirements and, although it may be cheaper initially, it often involves further cost for the customer in terms of time and further expenditure, whereas we deliver a bespoke product that provides more value.”

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UDG:feature 2 02/12/2013 09:24 Page 36

COMPANY PROFILE: UDG aving been in logistics for 32 years, Mark Langton reckons healthcare is one of the most stringent areas to work. He’s Operations Director for UDG, which provides specialised logistics services to the pharmaceutical industry, and says: “Our warehouses and delivery fleet aren’t standard. The main specialist requirements are temperature control and security, with everything controlled by the government via the Medicines and Healthcare products Regulatory Agency.” UDG is a joint venture formed in 1996 between the Alliance Boots Group and United Drug Plc. It’s an extensive operation with 95 clients, including eight of the top ten pharmaceutical manufacturers, and distributes around £3 billion worth of healthcare products annually from four sites in North Derbyshire. These comprise 750,000 square feet and hold around 90,000 ambient pallets stored in controlled conditions, 4,500 refrigerated pallets and 2,800 secure pallets. The company distributes some 900 pallets of pharmaceutical products daily, amounting to around 200 million individual packets and bottles each month.

SERVICE EXCELLENCE AS STANDARD UDG provide supply chain solutions to the Healthcare industry, offering specialist storage, fulfilment and distribution services to Pharmaceutical, Healthcare, Veterinary and Consumer product manufacturing companies

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UDG:feature 2 02/12/2013 09:24 Page 37

COMPANY PROFILE: UDG All the clients are based around pharmaceutical manufacturing although products aren’t restricted to healthcare items for people. They include about 60% of animal health pharmaceutical products distributed within the UK for delivery into veterinarians and veterinary wholesalers. There are also specialist cryogenic items, primarily veterinary products, which are distributed at -197° Centigrade. The main work involves receiving products from manufacturers and distributing to their customers, effectively acting as the client’s transport arm. Mark says “We store large quantities and distribute products primarily through the wholesale chain but also direct to pharmacies and hospitals.”

DIFFERENT SERVICES Depending on clients’ needs, different levels of service are available. The two main ones are third party logistics and full service. For both, clients receive orders from their customers, pass them to UDG and it then picks and despatches those orders. The full service, otherwise known as ‘order to cash’, additionally

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involves order capture, invoicing customers, collecting debts and remitting proceeds to the client. “We also have transport-only solutions for pharmaceutical companies wanting to maintain their own storage facilities,” comments Mark. “We collect from them daily, cross-dock loads within our facilities and deliver onwards to their customers. These clients

“WE ALSO HAVE TRANSPORT-ONLY SOLUTIONS FOR PHARMACEUTICAL COMPANIES WANTING TO MAINTAIN THEIR OWN STORAGE FACILITIES,” give us orders in advance so we can put them though our transport planning tool. We then consolidate those loads and that’s where they benefit.” The operation is supported by a fleet comprising 35 tractor units, eighty 44-tonne trailers plus several

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UDG:feature 2 02/12/2013 09:24 Page 38

COMPANY PROFILE: UDG

smaller trucks and vans. Most are based in Derbyshire, others in Glasgow and Saint Albans, with the remainder at group company sites around the country. All are subject to a rolling replacement programme that sees the whole fleet renewed every four-five years.

PEAK DEMAND Supplementing the fleet are third party vehicles that handle peak demand. As Mark emphasises, that work is restricted to moving consumer items due to the need for temperature control and security for the healthcare products: “All our non-LGV fleet is dual temperature while around 75% of our LGV fleet is multi-temperature and is fully tracked.

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“Our storage facilities are monitored every fifteen minutes for temperature and so are the vehicles, which are mapped both for temperature and GPS for secure routing. They have a Maple deadlock system that provides security in a number of ways. When we deliver into a customer, we can allow access to the security system by the driver or we can forward the security codes to the delivery point so only they can open the vehicle.” Maintaining the correct temperature is crucial to prevent product deterioration. Consequently, the van fleet in particular has full backup systems so that, if the refrigeration units go down, the battery system will automatically take over. The vans are very highly spec-

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COMPANY PROFILE: UDG

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UDG:feature 2 02/12/2013 09:24 Page 41

COMPANY PROFILE: UDG

“WE TRAIN OUR DRIVERS AND OPERATIONAL STAFF TO BOTH GDP AND GMP, WHICH ARE PHARMACEUTICAL RECOGNISED LEVELS OF TRAINING”

ified pieces of equipment to the extent that, whereas a normal Sprinter van with a tracking system costs £2223,000, those used by UDG are £38,500.

GEO-FENCED DELIVERIES The tracking system is especially important because it offers necessary security for the products carried. “If vehicles deviate for any reason, we’re alerted,” explains Mark. “In addition, we also geo-fence all deliveries. Within 500 metres of the delivery point, both UDG and the client are notified that delivery is about to be made. The beauty of this process is, when delivering to the big multiples, we no longer turn up and are delayed. They know we’re tracked and, due to the nature of the product we’re delivering, they don’t keep us waiting.” The tracking system has full telematics so driver behaviour can be monitored for fuel economy and drivers alerted when performance slips. UDG has bunkered fuel across its sites and an agreement in place with the main fuel suppliers so that, if fuel is restricted, UDG is listed as being within the top five businesses for preferential supply. Vehicle tracking links into an IT system that’s crucial to the company’s operation. And given the need to communicate with many clients with diverse systems,

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it’s been developed to meet UDG’s needs exactly. It comprises a mixture of branded systems, such as for warehouse management and customer relationship management, plus bespoke software to ensure everything integrates efficiently. At its heart is a web portal that can communicate with various external systems.

FULL ACCESS “If a client uses SAP, for example, our systems will talk to it,” recounts Mark. “Our internal portal system then branches out to all individual systems and our clients have full access to that portal. Whether it’s 3PL or full service, once the client places an order, they can track it from product receipt to delivery. They can also quarantine products, put on QA hold and release online themselves. They can see everything we do for them.” The whole process is helped by a rigorous training programme. “We train our drivers and operational staff to both GDP and GMP, which are pharmaceutical recognised levels of training,” comments Mark. “We also encourage NVQ training and most of our staff have gone through NVQ2. Staff wanting to become supervisors have to complete NVQ level 3 and those wanting to become managers have to complete NVQ level 4.We have a full range of training suites within the business.”

UDG Ltd Amber Park Berristow Lane South Normanton Derbyshire DE55 2FH www.udg.co.uk Tel: 01773 510123

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VMS Fleet management:feature 2 04/12/2013 14:40 Page 42

COMPANY PROFILE: VMS FLEET MANAGEMENT riding itself on customer service and retention, VMS is the UK’s leading specialist fleet management company. Established in 2002, the company has grown rapidly by tailoring its services to a growing customer base, committed to satisfying specifics needs. Its success has been drawn from providing bespoke services and attention to detail for each client. Because of this, in the intervening years, VMS has seen its customer base grow through recommendation. It is delighted and proud to be able to say its customer retention rate is 100%. With its new operation centre in Bury St Edmunds and head office in Stevenage,VMS can cope with any eventuality as

P Established in 2002, VMS is the UK’s leading specialist in...

...FLEET

MANAGEMENT SOLUTIONS Head Office VMS Fleet Management Ltd Stevendale House, Primett Road Stevenage SG1 3EE www.vmsglobal.co.uk Tel: 01438 731 931

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the whole process is integrated. The new 20,000 sq ft Bury St Edmunds base has allowed VMS to grow its capability, with operations open 24 hours a day, 365 days a year. Nick Walker, VMS operations manager said, “This order is the culmination of eight months negotiation in finding the right site, the right builder and the right design. We are confident that this centre, which was designed with input from the staff, will further emphasise the desirability of VMS as the local employer of choice.” He went on to say that the design will accommodate existing and future demand, and will lend itself to further expansion

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VMS Fleet management:feature 2 06/12/2013 09:29 Page 43

COMPANY PROFILE: VMS FLEET MANAGEMENT in years to come as VMS continues to grow through the acquisition of new clients. This expansion came just three months after the move to the prestigious head office in Stevenage. Highlighting the company’s ability to provide innovative solutions to its customers is its provision of electric vehicles. Indeed, VMS became the first fleet management company in the UK to offer fleet managers the ability to spot hire electric vehicles for their fleets. For one-day or five-years, VMS can hire these unique vehicles to progressive fleet managers looking to make critical environmental and efficiency gains. Following the success of the “Try before you buy” offer – a week-long free demonstration of Electric Commercial Vehicles (ECV's), VMS has offered fleets the option of spothiring the vehicles so they could continue to operate them in their fleet, doing the everyday work and evaluating them over a longer time, without having to commit further. "After the successful trials of proving the concept of ECV's, clients were anxious to move forward with the vehicles, we felt that we wished to support them in their decision making, enabling them to ensure that the bespoke specification was correct, getting it right first time, every time,” stated Mike Fitzsimons, the Sales and Marketing Manager at VMS. Notable clients include retailer Iceland to which VMS continues to supply home shopping vans on contract hire. To complete the portfolio of services already supplied to Iceland,VMS has been asked to supply an additional 250 vehicles this year to reach the target fleet size of 1,300 vehicles. In addition, Iceland has extended the contracts on a further 170 vehicles already on fleet in a deal that is financially beneficial to both Iceland and VMS. VMS remains the sole LCV supplier to the leader in frozen food home delivery as a result of a partnership that began several years ago. VMS is also managing the repairs, servicing and maintenance of the vehicles, allowing Iceland personnel to concentrate on their core function.

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AE Parker :feature 2 06/12/2013 13:35 Page 44

FLEET REVIEW: A E PARKER LTD

THE POWER TO DELIVER A E Parker offer a complete palletised delivery service and specialise in fast turn-arounds, storage of all types, and customer service which is both efficient and friendly fter a long history as an independent family-owned business that started with a horse and cart in 1920, A E Parker was acquired by Knights of Old in May following a long-standing business relationship between the two firms. This provides great benefits to the company because it means it can offer more extensive services and continues its tradition of partnering. The partnership approach includes membership of Partnerlink, where Knights of Old is a major shareholder. That alliance, as Transport Manager Joe Parker explains, helps the company achieve more than would otherwise be possible: “We’re allied to a few like-minded family-run businesses, offering another option and greatly reducing the risk of damage. All consignments go to one hub and from there as next day freight so there is less handling.”

A E Parker Ltd Terminus Road Industrial Estate Chichester West Sussex PO19 8TX www.parkerltd.co.uk Tel: 01243 538217

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Partnerlink works on a similar principle to a pallet network and A E Parker is also a member of the PallEx pallet network so it has complete flexibility on how it delivers loads of different sizes. “Partnerlink is useful to deliver in bulk because, whereas the pallet network is good for small pallet volumes, it offers a more costeffective solution for larger quantities and regular freight,” comments Joe. The flexibility has been increased further since joining Knights of Old, since the company now has access to a 200-strong fleet to supplement its own 22 vehicles that comprise artics, curtain siders and vans. That provides nationwide coverage and the use of Knights of Old’s European and other services. Parker’s mixed fleet carries most things except bulk and hazardous freight, the biggest contract being for World of Books where used books are transported

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AE Parker :feature 2 06/12/2013 09:37 Page 45

FLEET REVIEW: A E PARKER LTD to the customer site where they’re sorted for resale or recycling. The other element of logistics provision is warehousing that includes food grade storage. Continuing the partnership approach, Parker also uses a bonded warehouse operated by another company on the same site in Chichester.

EFFICIENT FLEET The fleet is maintained by a local Volvo specialist and the replacement policy has seen the trailer fleet almost double, three new Volvos acquired recently and a further 5-6 planned every year. That will ensure a modern and efficient fleet while the combination of telematics and monitoring should help mitigate rising fuel prices. “We have a new vehicle monitoring system installed in all vehicles,” comments Joe. “We plan to monitor fuel economy and advise drivers where they can improve. The system highlights harsh acceleration and braking among other details and we gather all information here in Chichester and present it to drivers and management. We also try to avoid excessive empty miles, measuring drivers’ loaded and unloaded miles to create a monthly KPI showing the percentage of mileage run empty against loaded.” The acquisition by Knights of Old has brought substantial benefits in terms of improved business opportunities, increased investment, extended services and centralised functions for environmental and health and safety issues. Joe says: “We still run independently but we have access to a lot more things; compliance has been brought under the same net.The aim now is to grow on the south coast and make our presence there bigger.”

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Border Traffic Services:feature 2 16/12/2013 10:15 Page 46

FLEET REVIEW: BORDER TRAFFIC SERVICE order Traffic Service is a privately owned family business that boasts over 30 years of successful trading experience in the haulage industry. Being based in Berwick upon Tweed on the EnglandScotland border, means the company is ideally placed to serve customers in both countries. Its modern, diverse fleet of vehicles are all fitted with the latest satellite tracking systems to enable instant positioning and delivery schedules for customer requirements. Together with its team of professional, experienced drivers the company is confident it can offer a first class delivery service. A family run business, Border Traffic Service was established by Brian Thompson in 1979. It offers both new and existing customers a personal and highly professional transport service second to none. The company prides

GOING THAT EXTRA MILE

Being a family run business, Border Traffic Service offer both new & existing customers a personal & highly professional transport service second to none.

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Border Traffic Services:feature 2 16/12/2013 10:15 Page 47

FLEET REVIEW: BORDER TRAFFIC SERVICE itself on going that extra mile to provide an added value service, ensuring each consignment is carried out efficiently from receipt of order through to uplift and delivery. Crucially, Border Traffic Service understands that customer requirements differ, so it strives to provide a dedicated logistics service which can overcome any obstacles or eventualities and can be tailored to any request. Facilitating the delivery of a high standard of service is the companyâ&#x20AC;&#x2122;s policy of upgrading and renewing vehicles every three or four years. These are all then maintained in its own workshop to a very high standard. This further enables it to provide a consistently reliable logistics service to its customers with minimal risk of breakdowns. And, because of this, Border Traffic Service is able to offer maintenance services to a variety of local and national customers, working on a wide range of commercial vehicles and trailers. With its eye-catching liveried vehicles operated by professionally trained drivers, the company hopes that this gives customers peace of mind, knowing their goods are being transported and delivered safely by a competent haulage company. The modern fleet consists primarily of 44-tonne tractor units coupled to 13.6 metre Tautliner trailers. Each has a carrying capacity of 28.5 tonnes or 26 standard pallets. The company also has various trailer heights, which gives customers added capacity with extra height for lighter consignments, while internal load restraint straps and a further 12 ratchet straps with two-tonne capacity increases their capability. This ensures any load is secure during transit complying with the companyâ&#x20AC;&#x2122;s stringent health and safety policies. Border Traffic Service has also been able to provide customers over the last 10 years with a dedicated self load/unload service with its 26-tonne rigid curtainsided vehicles with mounted forkilifts. It can offer a full logistics package, which greatly reduces customer costs while increasing efficiency by providing staff and equipment to load/unload the vehicle.These vehicles have a load capacity of 12.5 tonnes or 14 pallets. Each driver has been fully trained and holds all the necessary licences to operate the forklift.The forklifts can load/unload from one side of the vehicle for limited space on some sites, each having a lifting capacity of one tonne. For smaller consignments, the company has a range of vans and a 3.5-tonne flatbed which operate locally Northumberland and the Scottish Borders.

Border View, Norham Berwick Upon Tweed Northumberland TD15 2JZ www.border-traffic-service.co.uk Tel: 01289 382427

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drysdale:feature 2 06/12/2013 11:42 Page 48

FLEET REVIEW: DRYSDALE FREIGHT

TEMPERATURE CONTROLLED DISTRIBUTION R Drysdale Freight Ltd is a progressive Scottish haulage company with strong family ties that have inspired loyalty from customers and staff for over three decades.

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unning a business successfully isn’t just about increasing the turnover and achieving a profit. Sometimes there are other considerations, such as family values, providing a quality service and rewarding loyalty. That’s why numerous attempts to buy Drysdale Freight have been resisted; there are employees who have worked for the company for thirty years, numerous long-term customers and a pride in the business, and they all have to be taken into account. That pride results in a fleet that is not only kept well maintained to provide a reliable and environmentally efficient service but there’s also a lot of time and effort put into its appearance, which resulted in it winning an award for the standard of its livery. It’s also a varied fleet comprising curtain siders, refrigerated vehicles, trailers with walking floor technology and low loaders, enabling many different types of work to be undertaken. A big element of the work is farm produce that varies throughout the year as the seasons change, which involves transporting produce from the grower to the processors for packaging and then out to the supermarket distribution centres in temperature controlled vehicles. Those same vehicles take flowers for growers to supermarkets.

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drysdale:feature 2 06/12/2013 11:42 Page 49

FLEET REVIEW: DRYSDALE FREIGHT

Other work includes taking waste paper, plastic and cardboard to recycling centres, a contract to deliver saplings for planting nationwide at Forestry Commission locations, wind farm sites and for events such as the Chelsea Flower Show, and consigning bottled mineral water to supermarkets and independent local distributors. The latter contract often requires the storage of water at Drysdale’s 30,000 square foot warehouse, overcoming the problem of often impassable roads to the mineral water company when the winter weather closes in. The warehouse is part of purpose built premises that were completed around two years ago on an eight acre site at a cost of £1 million. Also included there is a training facility, where the company provides CPC and fleet compliance training to its own drivers as well as those from other businesses, and a workshop for the servicing of the company’s vehicles but which is also open to the public.

A BIG ELEMENT OF THE WORK IS FARM PRODUCE THAT VARIES THROUGHOUT THE YEAR AS THE SEASONS CHANGE

DEDICATED WORKFORCE The emphasis on training ensures everyone is kept upto-date with industry changes and adds to the experience of the company’s dedicated workforce. They are encouraged to have a professional and flexible attitude to their work so they can overcome any challenges

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drysdale:feature 2 06/12/2013 11:42 Page 50

FLEET REVIEW: DRYSDALE FREIGHT

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drysdale:feature 2 06/12/2013 11:42 Page 51

FLEET REVIEW: DRYSDALE FREIGHT

they encounter.The service is tailored to meet the specific needs of individual customers right from the initial collection of goods through to the final point of delivery. Membership of the Road Haulage Association and the Freight Transport Association also ensure the company’s operational activity, fleet management and compliance are kept to the highest industry standards. Drysdale’s business is helped by its location on the A1 near the border, which means it is handily placed for consignments throughout Scotland and regular runs to the North West of England, Lincolnshire, Norfolk and the Midlands. It’s also aided by the satellite tracking of all deliveries that provides up-to-date information on the departure and arrival of loads and is available to customers where required. However, that doesn’t extend to load scheduling where frequent changes to jobs and an intimate knowledge of customer needs mean manual monitoring and control are more effective. Strict control is essential during times of high fuel costs and pressure on rates, so back loads are con-

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stantly sought to avoid empty running. The access to back loads is open to more companies these days due to their general availability through the internet so rates here have also been forced down.That has meant the company having to adapt, which is something it’s done since the start. The emphasis remains on providing a reliable service with high standards, keeping customers happy and maintaining Drysdale’s independence so the company’s 35 employees continue to be rewarded for their loyalty.

Drysdale Freight Ltd Tower Farm, Cockburnspath Scotland TD13 5YU www.drysdalefreight.co.uk Tel: 01368 830640

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lookingback:feature 2 04/12/2013 15:40 Page 52

Looking back at...

THE HUMBER BRIDGE In our regular column we take a brief look at some of the great pioneers, innovators and technology that has helped shape Britainâ&#x20AC;&#x2122;s transport system he Humber Bridge, the seventh largest bridge of its type in the world, opened to traffic in 1981 and now serves over 120,000 vehicles per week. The 2,220-metre single-span suspension bridge spans the Humber estuary between Barton-upon-Humber and Hessle, connecting the East Riding of Yorkshire to North Yorkshire. Before the transport network had access to the Humber Bridge it was much slower process getting across the estuary. Road users had two choices: take a ferry from one bank to the other, or take a much longer route via the M62, M18 and M180 motorways, crossing the River Ouse near Goole. Those who remember 1969 may recall a short-lived hovercraft service linking the Hull Pier with Grimsby Docks. The service operated for less than 12 months, suffering from consistent mechanical failures. Original plans for the bridge date back to the 1930s before being revised in time for develop-

ment to begin in 1972. The Humber Bridge Board were tasked with raising funds to build the bridge and acquire the land to install the approach roads with its official opening taking place at the hands of Elizabeth II on July 17th 1981. With a centre span of 1,410 metres (4,626 ft) and a total length of 2,220 metres (7,283 ft), the Humber Bridge was the longest single-span suspension bridge in the world for 16 years.

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Significantly for commuters and the road transport industry, the bridge reduced the distance between Hull and Grimsby by nearly 50 miles. Those that frequent the bridge will know its surface features a dual carriageway, limited to 50mph, with a lower-level foot and cycle lane on both sides. Although it lost its world record as the longest single-span suspension bridge it remains the longest that anyone can cross by foot or bicycle.

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ISSUE 141

TRANSPORT &LOGISTICS

ISSUE 141

D R I V I N G

T H E

I N D U S T R Y

F O R WA R D

UDG:

SERVICE EXCELLENCE AS STANDARD PLUS

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PERRYMAN’S BUSES PENDRAGON CONTRACTS PETS AT HOME DRYSDALE FREIGHT