Veriforce CHAS, the supply chain risk management and compliance specialist, has consolidated its position as the accreditation provider of choice after being awarded the Feefo Platinum Trusted Service Award for an impressive fifth consecutive year. The award is a testament to Veriforce CHAS’s commitment to delivering exceptional service to its
As part of its work to support practices in running their businesses, the Royal Institute of British Architects (RIBA) has today, Thursday 8 February 2024, published its Guide to Professional Indemnity Insurance (PII) 2024, exclusively available to RIBA members. Find a free summary of the guide attached. From offering financial protection,
Kingspan, the global leader in high-performance insulation and building envelope solutions, is delighted to have once again been awarded a coveted position on the Climate Change ‘A List’, published by CDP. The global environmental non-profit measures corporate transparency and performance on climate change on behalf of over 740 financial institutions
The British Safety Industry Federation (BSIF) has issued a warning to those overseeing personal protective equipment (PPE) and safety product procurement after their latest tests on non-member products highlight the widespread availability of substandard and even dangerous items. Between December 2022 and December 2023, the BSIF examined 123 non-member products,
The Building Cost Information Service (BCIS) is asking the government to address the many urgent issues in the repairs and maintenance sector (R&M) as we head towards an election. BCIS is forecasting R&M output will fall 7% in 2024 before recovering in 2025 and beyond, but warned the economic backdrop
Timber Development UK (TDUK) – the UK’s trade association for the timber supply chain – in collaboration with Waugh Thistleton Architects – have released a study on policies from across the globe which encourage the use of timber in construction. Timber Policy is a comparative study of policies, across six
On Wednesday 31 January 2024, the cross-party Environmental Audit Committee (EAC) has raised concerns over the UK’s lack of preparedness in its report on ‘Heat resilience and sustainable cooling’, after the world’s hottest year on record. The EAC’s report makes recommendations to the Government based on written and oral evidence
Mckay Training is proud to officially launch its expertise into the UK marketplace as a training and consultancy business offering standard as well as bespoke courses and certifications in critical areas such as Health and Safety, Management, and Business Administration for any size of business through a variety of industries.
The LPC Rules for Automatic Sprinkler Installations 2015 is the UK’s most significant sprinkler installation standard which incorporates the full BS EN 12845:2015+A1:2019 standard and related Technical Bulletins. Published by the Fire Protection Association, this document is regularly updated to incorporate new Technical Bulletins and update existing ones, thereby providing
Adopting a new approach to service operations has seen Finning UK & Ireland score a 75 per cent first time fix rate for customer equipment faults – achieved by leveraging condition monitoring technology and historic data from over 5500 remote diagnostic sessions. The remote services and diagnostic team at Finning,
Veriforce CHAS, the supply chain risk management and compliance specialist, has consolidated its position as the accreditation provider of choice after being awarded the Feefo Platinum Trusted Service Award for an impressive fifth consecutive year. The award is a testament to Veriforce CHAS’s commitment to delivering exceptional service to its contractors and clients. Each year, Feefo, the respected global buyer review platform, recognises businesses that consistently excel in providing outstanding customer experiences. The Platinum Trusted Service Award is a testament to the positive feedback received from numerous satisfied customers, independently validating the company’s dedication to quality. In an age where reliable customer service is not guaranteed, the Veriforce CHAS team consistently exceeds expectations, showcasing a commitment to excellence that sets them apart from competitors. Glowing testimonials from hundreds of customers, that are published online by Feefo for complete transparency, praise the CHAS customer service team for their helpful phone support and highlight their dedication to delivering an exceptional customer experience. There is also recognition for Veriforce CHAS’s streamlined and stress-free online submission process. Veriforce CHAS not only ensures excellent customer service for its contractors but also offers a range of additional benefits that set Veriforce CHAS membership apart. These perks include access to exclusive insurance offers, discounted e-learning resources, free legal advice, a 20% discount with Speedy Hire, free TradePoint cards, and discounted membership to Checkatrade.com. Expressing his pride in receiving the Feefo Platinum Trusted Service award, Veriforce CHAS Managing Director Ian McKinnon comments: “At Veriforce CHAS, we continuously strive to offer unparalleled service to our contractors and clients. Receiving the Feefo Platinum Trusted Service Award for the 5th year in a row is a tremendous honour and recognises the hard work and dedication of our entire team. “We believe that exceptional customer service is the cornerstone of our success,” Ian continues. “Our commitment goes beyond industry norms, and we are continuously investing in innovative ways to enhance our customer’s journey with us. While others may focus on different priorities, we remain steadfast in our dedication to our customers. We are proud to lead by example and set a standard that is the envy of our industry.” If you would like to learn more about the benefits of being a Veriforce CHAS member, please call 0345 521 9111. – the award-winning customer service team are waiting to talk to you. Or find out more by visiting: http://www.chas.co.uk/ Building, Design & Construction Magazine | The Choice of Industry Professionals
As part of its work to support practices in running their businesses, the Royal Institute of British Architects (RIBA) has today, Thursday 8 February 2024, published its Guide to Professional Indemnity Insurance (PII) 2024, exclusively available to RIBA members. Find a free summary of the guide attached. From offering financial protection, to legal compliance, to building client confidence, PII has an essential role in helping to protect against claims made by third parties as a result of negligent professional services. This easy-to-follow guide – the first of its kind to cover such depth – equips architects to navigate the maze of insurance jargon, complexities and myths, giving them confidence when applying for or renewing their PII, and helping their businesses survive an unintended and unexpected event. It explains terminology and outlines the value and principles of insurance, how it works in practice, how to buy good quality insurance, and the importance of being risk-aware – as awareness of what can happen can prevent it from happening. It also sets out what to do when a crisis does occur. Written by experienced professionals, this guide is supported by the ongoing work of the RIBA Council Expert Advisory Group on PII, comprised of insurance industry experts and RIBA members. RIBA President Muyiwa Oki said: “Our profession has been crying out for support with Professional Indemnity Insurance, and I am pleased to say that we have heeded that call. The importance of appropriate PII cover cannot be understated – sitting alongside a commitment to excellence, ethics, innovation, collaboration and continuous improvement, it is a critical component of building and maintaining a strong professional reputation.” RIBA Chair of Board Jack Pringle said: “As practices continue to grapple with economic uncertainty, this guide to navigating the complexities of Professional Indemnity Insurance could not be more timely. It is essential for architects to be well-versed in insurance in order to protect their practice and thereby their clients through appropriate cover. Familiarising yourself before the worst happens is the best way to be business resilient. This guide is the culmination of years of work by the industry’s top experts and provides practical support in clear, no-nonsense language. I look forward to seeing it used far and wide.” Find a free summary of the RIBA Guide to Professional Indemnity Insurance attached. Download the full RIBA Guide to Professional Indemnity Insurance, exclusive to RIBA members. Building, Design & Construction Magazine | The Choice of Industry Professionals
Kingspan, the global leader in high-performance insulation and building envelope solutions, is delighted to have once again been awarded a coveted position on the Climate Change ‘A List’, published by CDP. The global environmental non-profit measures corporate transparency and performance on climate change on behalf of over 740 financial institutions with over US$136 trillion in assets. Of the 21,000 companies that were scored by CDP, Kingspan was one of just 346 to make the 2023 CDP Climate Change A List. Figures published by CDP also showed that only 10% of disclosing companies – Kingspan included – have renewable energy consumption targets established.1 CDP’s annual environmental reporting and disclosure assessment encourages companies to be transparent about their environmental impacts, risks and progress and provide data that demonstrate action and performance against climate-related targets. Those on the ‘A List’ have been recognised by CDP for their comprehensive climate strategies and targets and must also achieve a minimum of 4.2% emissions reductions annually. Bianca Wong, Global Head of Sustainability at Kingspan Group, said: “To limit global temperature rise to 1.5⁰C by the end of this century and achieve a net-zero emissions future, we all have a responsibility to be transparent about our progress and what we are doing to play our part. We have set ambitious 1.5⁰C-aligned GHG emissions reduction targets within our 10-year Planet Passionate programme. Our dedicated teams across our business work tirelessly to make continued annual progress towards our goals and our position on the CDP A List is fantastic recognition of this dedication and our journey so far.” In a bid to achieve net-zero carbon manufacturing by 2030, Kingspan has already achieved a 26% absolute reduction in its scope 1 and 2 emissions since 2020 and has made significant strides again in 2023, with the latest results soon to be published in its annual Planet Passionate report. The company also aims to reduce the CO2 intensity of its primary supply chain partners by 50% by 2030. This climate ambition is aligned with a 1.5⁰C trajectory and places increased emphasis on emissions reduction over offsetting, with targets approved by the Science Based Targets initiative (SBTi). The company also has measurable targets on harvesting rainwater, eliminating waste to landfill, increasing use of recycled materials and more. The number of companies choosing to disclose their sustainability targets and performance is on the rise as stakeholders seek confidence that companies are acting with longevity in mind. In 2023, CDP saw the volume of disclosures increase by 24% – a promising sign that more companies are taking all-important steps to close the gap between ambition and action.2 More information about Kingspan’s Planet Passionate programme can be viewed on the Kingspan Group website here. Building, Design & Construction Magazine | The Choice of Industry Professionals
The British Safety Industry Federation (BSIF) has issued a warning to those overseeing personal protective equipment (PPE) and safety product procurement after their latest tests on non-member products highlight the widespread availability of substandard and even dangerous items. Between December 2022 and December 2023, the BSIF examined 123 non-member products, assessing advertised performance, marking adequacy and compliance with standards. Shockingly, only 21% – 26 products – proved fully compliant, leaving a staggering 79%—97 products—falling short of testing criteria. Worryingly, many of these substandard products are still available and in use, posing serious risks to unsuspecting users. Examples of non-member product failures Some examples of products from non-BSIF-registered members that failed testing include a Flame Retardant Parka, bought from an online retailer. During flame spread testing, the outer layer burnt through, exposing the inner layer, which then caught fire, resulting in the entire coat being consumed by flames. The garment also lacked correct documentation and markings in line with PPE Regulation requirements. A pair of safety boots from the same retailer failed toe cap compressions tests. They were also over ten years old and supplied with outdated certification, didn’t have the correct documentation and were not correctly marked. Elsewhere, a pair of safety spectacles, acquired from a high street retailer failed an impact resistance test, with lenses cracking/breaking when struck by a projectile. The spectacles also lacked markings and the required documentation. Despite promises to remove the product from sale, it was still available over two months later. Three pairs of protective gloves from a high street retailer failed testing against abrasion, returning just half the claimed performance level. They were also incorrectly marked and missing the required documentation. When contacted by the BSIF, the retailer said they would take action but the products were still on sale four months later. Meanwhile, a Respiratory Protective Mask (FFP3) purchased from a PPE distributor performed at only half the required level during filter penetration tests against contaminants and had missing documentation. When contacted, the distributor didn’t act to remove the product from sale or initiate a recall. BSIF member test results The non-member test result findings sharply contrast the results of tests conducted on products supplied by BSIF Registered Safety Suppliers, who are committed to only selling certified PPE and trading honestly and ethically. Of the 348 tests completed on products from Registered Safety Suppliers between December 2022 and December 2023, 91% – 315 products – passed immediately. Even for the 9% – 33 products – initially falling short, all issues were promptly addressed and rectified. Check for the BSIF Shield For buyers and end users seeking assurance, the BSIF Shield is a respected mark of credibility. Companies displaying this shield have pledged a binding declaration that their offered PPE and safety equipment meets the correct standards, fully complies with regulations, and bears the necessary UKCA and/or CE markings. Choosing a Registered Safety Supplier ensures not only genuine products fit for purpose but also authentic information and guidance. Commenting on the latest statistics, BSIF CEO Alan Murray says: “Our latest test results show that you don’t have to look very far to find examples of inadequate and substandard PPE and safety equipment for sale in the UK. Shockingly, many unsuspecting users are relying on these compromised products for their safety. “Buyers and specifiers must urgently review their procurement processes and consider what assurances they have that the PPE and safety equipment they are being supplied with is fit for purpose. “Checking for the BSIF Registered Safety Supplier shield is the easiest way to ensure you only deal with compliant, competent and trustworthy suppliers. Remember, anyone can sell safety, but you shouldn’t buy safety from just anyone; always check for the shield.” For a full list of Registered Safety Suppliers, visit: www.registeredsafetysupplierscheme.co.uk/ Building, Design & Construction Magazine | The Choice of Industry Professionals
The Building Cost Information Service (BCIS) is asking the government to address the many urgent issues in the repairs and maintenance sector (R&M) as we head towards an election. BCIS is forecasting R&M output will fall 7% in 2024 before recovering in 2025 and beyond, but warned the economic backdrop remained uncertain and that recent inflation had cut into existing maintenance budgets in all sectors, particularly in the public sector. Dr David Crosthwaite, chief economist at BCIS, said: “We argue that this fall in the repairs and maintenance sector can’t be allowed to happen, as there are many urgent issues that need addressing. “R&M is integral to improving the quality of our buildings and creating environments that people can live, work and flourish in. “Therefore, in this election year, we are calling for all the main parties to prioritise R&M. “We urge the current government to fulfil its promises in the areas where it has allocated funding, as well as investing more in green collar skills to ensure we have an adequately skilled workforce to achieve these aims. “We also ask any subsequent government to follow through on the current government’s commitments.” There were few sectors that escaped unscathed in 2023, from the negative impact of high borrowing and low consumer demand. Housing was the most affected, as inflationary pressures and persistently high mortgage rates slowed down activity. However, R&M was one sector that performed better than expected and drove growth – with growth of over 6% according to the latest BCIS forecast. BCIS has outlined the key areas political parties should prioritise in their manifestos and allocate funding accordingly. Ensuring social housing addresses both health and safety and energy efficiency concerns quickly and in equal measure, was top of the list. However, BCIS cautioned these competing demands could potentially constrain the proportion of funds that councils are able to allocate to day-to-day repair and maintenance. It also called for the government to prioritise measures which would make existing homes more environmentally friendly, such as the recent announcement that the government has granted £16 million to fund energy saving measures and sustainability initiatives under the Green Home Finance Accelerator programme. Recent proposals to speed up the planning process from the government have also highlighted the lack of skills across planning authorities in energy efficient retrofitting, with just 16% of local authority staff feeling ‘very confident’ in this area, according to a recent survey from Historic England. An appropriately skilled and trained workforce is required to future proof our buildings. The RAAC concrete crisis will have a cost impact across the public sector, including hospitals and schools. The government has also announced it intends to set out plans and measures to decarbonise the UK’s entire education estate. The DfE’s ever-growing to-do list coupled with the urgent need to address pressing remediation works highlight just how essential it is to allocate funds to non-residential and public R&M this year. Businesses that wish to encourage their workforce back to the office will increasingly need to consider how they can improve the quality of the working environment. As minimum energy efficiency standards (MEES) regulations are tightened, pressure will also mount to improve the ratings of Energy Performance Certifications (EPC) given to buildings – a move that will meet both government requirements but also the expectations of customers and employees who increasingly place a high value on green credentials. For more information about BCIS, please visit: www.bcis.co.uk. Building, Design & Construction Magazine | The Choice of Industry Professionals
Timber Development UK (TDUK) – the UK’s trade association for the timber supply chain – in collaboration with Waugh Thistleton Architects – have released a study on policies from across the globe which encourage the use of timber in construction. Timber Policy is a comparative study of policies, across six countries, which can act as a powerful tool to support policy makers on their journey to decarbonise construction in the UK, and beyond. Commissioned by TDUK and written by Waugh Thistleton Architects, this new report follows hot on the heels of the UK Government’s Timber in Construction (TiC) Roadmap, which aims to safely increase the use of timber in construction. Timber is a low-carbon, natural, renewable material, at the heart of transitioning to a sustainable, circular economy for the UK and many nations around the world. This study is a snapshot of a rapidly evolving movement. David Hopkins, chief executive of Timber Development UK said: “What we need to see this year is ambition turned to action. This means forward looking policy – and politicians brave enough to create a framework which places value on low-carbon construction. “Timber is the ultimate low-carbon material, and countries across the developed world have rightly recognized this – working to create comprehensive policy frameworks that support the growth of the timber industry. “The UK Government’s roadmap is a fantastic starting point, but without more action, there is a risk the UK falls behind. We need a clear timeline for change, starting with limits on embodied carbon in buildings, which is currently unregulated. “Embodied carbon can account for more than half of the emissions of a building over its lifetime – hundreds of thousands of tonnes of carbon per year – but this is currently ignored by UK politicians and policy makers. “Our new book, commissioned by TDUK and written by Waugh Thistleton Architects, highlights the policies being put in place in a variety of countries around the world. “The UK Government, if they are serious about achieving the goals of their roadmap, now need to look at what policies would work in the UK. We hope that these examples give food for thought and we can start to engage policy makers on making this happen, rather than simply relying on the market to change. “This year we must turn pockets of excellence, like the Stirling Prize winning Goldsmith Street, the Phoenix Development in Lewes, or the pioneering Black & White Building from exceptions to the norm. The opportunity has never been greater.” Andrew Waugh, director and co-founder, Waugh Thistleton Architects, said: “As pioneers in timber construction, we are proud to collaborate with TDUK to author the Timber Policy Book. Working at the forefront of global timber construction and participating in extensive research with European partners, we understand first-hand the impact of government policies on sustainable, low-carbon construction. “While the UK once led the world in mass timber construction, recent years have seen a shift in global leadership. Recent assessments, such as the Climate Change Committee’s critique of the UK Government’s Carbon Budget Delivery Plan, highlight the urgent need for accelerated policy development in the UK. “While we commend initiatives like the Timber in Construction Roadmap, our research for Timber Policy reveals that current UK efforts fall short of addressing the urgency of the climate crisis. Bold leadership, as demonstrated by progressive nations such as France, Germany, The Netherlands and Denmark, mandating limits on embodied carbon and investing in sustainable timber projects, is essential for a meaningful transition to a low-carbon future. The Roadmap sets out timelines to consider options, encourage voluntary reporting, and seek advice, after which revisions to policy will be put in place. The Timber Policy Guide shows how this process has already happened in the six example countries and policies which have already been implemented. “Despite challenges, some progress in the UK is evident; for example, the DfE’s flagship project to standardise mass timber school fabrication underscores its commitment to innovation. Additionally, the Mass Timber Insurance Playbook and New Model Building Guides, funded by Built by Nature, a philanthropic organisation, provide invaluable resources for navigating the complexities of timber construction. “The urgency of climate action cannot be overstated. With projections indicating a 1.5-degree increase in global temperatures by 2050 and up to 3 degrees by the end of the century, decisive steps must be taken. The Timber Policy book serves as a beacon of hope, illustrating how public-private partnerships can drive systemic change towards a sustainable future.” Embodied carbon is recognised by major policy influencers such as the United Nations, Royal Society and World Green Building Council, and in the UK by the likes of the Climate Change Committee and Environmental Audit Committee as crucial to overcoming climate change. Despite a wide array of evidence and calls from these bodies to implement key policies, such as the regulation of embodied carbon, there has been a highly variable policy approach across the world. The UK, once positioned as a leader in sustainable construction using timber, now lags behind many other nations due to its regulatory environment. With this book, Timber Policy, we outline how six different countries around the world are helping to support the transition to low-carbon construction. This is the second in a trio of essential books, with the first edition Timber Typologies providing clarity on different timber systems. The final book in the series, Timber LCA, will demystify lifetime carbon analysis for timber buildings. Collectively, these books are intended to act as a stimulus for action – in the UK, and beyond. Building, Design & Construction Magazine | The Choice of Industry Professionals
On Wednesday 31 January 2024, the cross-party Environmental Audit Committee (EAC) has raised concerns over the UK’s lack of preparedness in its report on ‘Heat resilience and sustainable cooling’, after the world’s hottest year on record. The EAC’s report makes recommendations to the Government based on written and oral evidence given by the Royal Institute of British Architects (RIBA). RIBA President Muyiwa Oki said: “Today’s report is another stark warning about our warming planet – and the dangers it brings to both people and our built environment. It positively echoes our calls to accelerate action on heat adaptation measures as part of a well-funded National Retrofit Strategy and expand urban green space. These “no regret” solutions bring great benefits, not only mitigating the impacts of extreme heat, but also by supporting healthier lives. We hope the Government urgently acts on these recommendations and utilises our professional expertise – architects are critical to the delivery of a sustainable, more resilient built environment.” Building, Design & Construction Magazine | The Choice of Industry Professionals
Mckay Training is proud to officially launch its expertise into the UK marketplace as a training and consultancy business offering standard as well as bespoke courses and certifications in critical areas such as Health and Safety, Management, and Business Administration for any size of business through a variety of industries. With an experienced team of trainers and an unwavering commitment to excellence, Mckay Training empowers individuals and businesses with the knowledge and skills necessary to thrive in today’s competitive landscape. Mckay Business, Safety, and Risk Training also offer a comprehensive consultancy service to ensure your business and workplace are fully compliant with current legislation. Our expert consultants provide valuable health and safety advice, including customised risk assessments to address your specific needs. Stephen Mckay, the founder of Mckay Training, brings over 35 years of invaluable experience in the construction industry, having worked in various roles from mid to senior management. Recognising the need to support businesses of all sizes, Stephen established Mckay Training with the vision of advising and guiding each company, ensuring their policies and procedures align with current Government guidelines. Stephen said: “Drawing from my senior positions in companies, I understand the significance of training and supporting every employee to contribute towards increased productivity, morale, and protection against potential costs that insurance may not cover. Mckay Training aims to empower businesses, and by leveraging my expertise and industry insights, I can help mitigate risks and drive success”. Mckay Training will be working closely with Oaks Training & Development Ltd to deliver a whole range of group, 1-2-1 and bespoke courses. Heather Worsdale of Oaks Training said: “We are thrilled to be working in association with Mckay Training, who align perfectly with our strong ethos towards focusing on staff development. Both of our organisations share a common goal of delivering the highest standard of training to empower a highly skilled, supported workforce, which serves as the ultimate foundation for any organisation. We believe that success in today’s fast-paced environment can only be achieved by working with individuals or entities that possess the skill sets required to take your organisation to the next level. By partnering with Mckay Training, we can proudly demonstrate that we practice what we preach.” For more information about the courses, certifications, and consultancy services offered by Mckay Business, Safety, and Risk Training, please visit https://Mckaytraining.co.uk Building, Design & Construction Magazine | The Choice of Industry Professionals
The LPC Rules for Automatic Sprinkler Installations 2015 is the UK’s most significant sprinkler installation standard which incorporates the full BS EN 12845:2015+A1:2019 standard and related Technical Bulletins. Published by the Fire Protection Association, this document is regularly updated to incorporate new Technical Bulletins and update existing ones, thereby providing a specification designed to ensure the highest practical levels of resilience to fire can be achieved. To improve the distribution of new and updated Technical Bulletins for our customers in a cost-effective way, the FPA is pleased to launch a subscription model which means you will automatically receive updates to the LPC Sprinkler Rules (including new and revised Technical Bulletins) throughout the year for an annual fee, ensuring you remain at the forefront of changes for life safety and property protection purposes. With the BS EN 12845:2015 standard published by BSI currently under major review, which could result in significant changes to the Technical Bulletins, the subscription model will support the timely release of updates. New and updated Technical Bulletins The FPA is also pleased to announce the release of several new and updated Technical Bulletins which are now available via the subscription service: The following Technical Bulletins are in progress and will therefore be released via the subscription model once finalised: You can find out more about the updates here. How to subscribe To access the latest LPC Sprinkler Rules and related Technical Bulletins, new customers will pay an initial fee which includes the first year’s subscription fee. The subscription fee will then be due on an annual basis thereafter for updates to the Technical Bulletins. If you have already purchased the LPC Rules for Automatic Sprinkler Installations 2015 incorporating the full BS EN 12845:2015+A1:2019 standard and related Technical Bulletins from the FPA, you will only need to pay the annual subscription fee. You can choose to receive updates in print or digitally. Purchasing the online version enables access to the LPC Sprinkler Rules App so you can view the document on a mobile phone or tablet, as well as via the FPA website. Pricing Print Version Initial fee for access to the LPC Rules for Automatic Sprinkler Installations 2015 including 1 year’s subscription for updates: £695.00 (£625.50 for FPA Members) Annual subscription fee: £250.00 (£225.00 for FPA Members) Digital Version Initial fee for access to the LPC Rules for Automatic Sprinkler Installations 2015 including 1 year’s subscription for updates: £595.00 (£535.50 for FPA Members) Annual subscription fee: £190.00 (£171.00 for FPA Members) Please note that the initial subscription fee is for the 2015 standard only and does not include the upcoming standard due to be released in 2025/26. To receive the latest Technical Bulletins, you can subscribe to the LPC Sprinkler Rules here or contact us at shop@thefpa.co.uk or on 01608 812 500 Building, Design & Construction Magazine | The Choice of Industry Professionals
Adopting a new approach to service operations has seen Finning UK & Ireland score a 75 per cent first time fix rate for customer equipment faults – achieved by leveraging condition monitoring technology and historic data from over 5500 remote diagnostic sessions. The remote services and diagnostic team at Finning, the world’s largest Cat® equipment dealer, has introduced the new approach to its service operations using data from machine telematics, which is then cross referenced with historic service data to diagnose the problem remotely. This approach has radically improved the first-time fix rate for its customers – minimising machine down time and ensuring their engineers’ time is used most effectively. Over the last three years the team has facilitated a shift from offering a reactive service and support function to one that is fully proactive. Drawing on data from real-time remote diagnostic sessions – with the team conducting up to 300 each month – the engineers use this information to accurately predict asset faults and issues remotely. This enables them to take the necessary action – such as ordering the right part or parts – so that the engineer visiting the site can resolve the issue during just one site visit, ensuring the customer’s assets are returned to operations as soon as possible. Strategic Operations Manager for Finning UK & Ireland, Nikolaos Kakoudakis, said: “Having the ability to remotely diagnose an equipment fault is crucial for both us and the customer operating that equipment. For us, being able to identify the precise nature of the fault means that when the engineer goes out to site, they have the correct parts and can resolve the issue quickly for the customer. This ensures any downtime is kept to an absolute minimum, which can be costly and cause project delays. It also reduces operational inefficiencies on site. “There’s a real sense of pride among the team, who genuinely want to give our customers the very best level of servicing support and expert guidance. Everyone in the team should feel very proud of the hard work and exemplary work ethic.” The new approach has been so successful that Caterpillar®, during a recent visit to the company’s Leeds branch, awarded the team a certificate recognising their ‘excellence in condition monitoring and remote services’. Speaking about the award, Lavanya Ajesh, Managing Director at Caterpillar Commercial, Northern Europe, said: “We are focused on leveraging and optimising remote services and condition monitoring to accelerate customer satisfaction and services growth. The dedication of the Finning team towards using these tools to improve first-time fix and to drive service growth is highly commendable. Their work is helping pave the road in this journey. Congratulations and well deserved on the recognition as a best practice dealer in this field globally.” Commenting on the achievement, Chris Hepworth, General Manager for Service Operations at Finning, said: “Over the last three years, the technology and remote services team has delivered transformational results demonstrating improvement month-on-month. The team provides services to exceed our customers’ needs, from breakdowns to proactive interventions preventing failure. These results have been achieved through teamwork and collaboration with the wider service operations team. Well done to everyone involved.” Building, Design & Construction Magazine | The Choice of Industry Professionals
